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Another oppurtunity to build relationships: Answering Questions

Another oppurtunity to build relationships: Answering Questions

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Published by terrygault
Little says more about you to those with whom you interact with than how you answer their questions.

Some people show annoyance when a question derails their monologue. Their body language reflects the thought, “why is this person interrupting?”

A question indicates interest in your subject — embrace it.

- Show respect for the question and the questioner.

- Step or lean in toward the questioner and smile receptively.

- Paraphrase the question to make sure you understand it correctly.

- Ask for clarification. Delve into the deeper issues behind the question.

“Help me understand your concern around this issue.”

“Why is that important to you?”

“Can you give me an example?”

“Say more about that.”

“How does that play out in your organization?”

- Pause one second before answering.

- Answer the question simply and directly. Don’t skirt it but also don’t answer more than was asked.

- Confirm, “Have I answered your question?” Anything but a clear yes means no. In which case, you should dive back in: “Help me. It sounds like I missed something.”

Practice

Some of the seeds we offer will bear fruit immediately, others will germinate for a time and pop up to surprise you in communications to come.

Do not become discouraged if at first your mind is numbed by the number of things we are encouraging you to be aware of and to try.
Little says more about you to those with whom you interact with than how you answer their questions.

Some people show annoyance when a question derails their monologue. Their body language reflects the thought, “why is this person interrupting?”

A question indicates interest in your subject — embrace it.

- Show respect for the question and the questioner.

- Step or lean in toward the questioner and smile receptively.

- Paraphrase the question to make sure you understand it correctly.

- Ask for clarification. Delve into the deeper issues behind the question.

“Help me understand your concern around this issue.”

“Why is that important to you?”

“Can you give me an example?”

“Say more about that.”

“How does that play out in your organization?”

- Pause one second before answering.

- Answer the question simply and directly. Don’t skirt it but also don’t answer more than was asked.

- Confirm, “Have I answered your question?” Anything but a clear yes means no. In which case, you should dive back in: “Help me. It sounds like I missed something.”

Practice

Some of the seeds we offer will bear fruit immediately, others will germinate for a time and pop up to surprise you in communications to come.

Do not become discouraged if at first your mind is numbed by the number of things we are encouraging you to be aware of and to try.

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Published by: terrygault on Mar 03, 2008
Copyright:Attribution Non-commercial

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06/14/2009

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