Handling

Questions
How to deal with questions from the audience, both
friendly and hostile
Practice methods
- Brainstorm questions yourself
- Role-playing

The general guide for handling

Types of questions
questions - 4 types of questions
- Set a rules
- Framework

Conclusions
-  Give summary
01
Practice
methods
Brainstorm questions yourself

Role-playing
 Brainstorm questions yourself

How to do Benefits

o Think of any possible questions o Practice your critical thinking

while you prepare your content skills

o Help you understand your

o Write them down and rehearse
subject/topic better
the answers
 Role-playing

How to do Benefits

o Take turns playing the role of

presenter and the role of the
audience
o Ask each other the most
difficult questions you can think
of
o Critique each other’s answers,
and offer helpful suggestions
o A good practice for both you
and the person you practice
with
o Gain more information and
techniques from each other
 Set a rules

Framework
02
General guide for
handling questions
 Set the rules
In the middle
o Decide when you will • Deal with the concerns and
handle the questions misunderstanding immediately 
• May disrupt your presentation
o Decide how you will take
Near the end of your presentation
questions
• The audience has time to ponder on
• their
Raised hand
questions
• Submitted ahead of time
• Decide how long this Q&A session
lasts
 Frame work
• Make• sure
Paytheattention
audiencetohas
the heard
question
and understood the
o Listen to the whole question question and
by repeating
the intention
or paraphrasing
of the the question
Eg: “Just
questioner
to summarize/clarify what you said…”
o Understand the context • Don’t be afraid to ask the questioner to clarify what
• Keep your answers focused
o Involve the whole audience they mean
•• • going
Direct
Avoid your
Don’t
answer
be too
into afraid
tomuch
both
to take
the questioner
a
detail and the

o Respond concisely audiencemoment to think of the best

answers
 03
Types of questions
Good questions

Unnecessary questions Irrelevant questions

Difficult questions
o Help you get your message across
to the audience better

o Well-thought-out questions that are

relevant to the presentation
→ Thank them Good
questions
o The information has already been
given in the presentation
→ answer briefly and move on

Unnecessary
questions
o Questions that have little to do with the
topic of the presentation
→ Try not to sound rude, but move on

Irrelevant
questions
When the presenter makes their presentation, they
often dread answering the difficult question from
audiences.

Now let’s take a look at some ways of managing

questions you haven’t
prepared for:

Difficult
questions
 Sensitive questions
Ex:
o Pass the buck You can hardly
- “I can hardly answer
avoid sensitive questions
this question such as
thoroughly
questions
because
o Youitmust related
is not to privacy,
under questions
my decision. about
If you wantsensitive
follow through with this as soon as
political
to know issuesabout
more (socially
this, undesirable
I will help to hold
you get racist or
in
possible after your presentation.
sexistwith
touch attitudes)
someone I know. However, I am not
sure you will get answers from them.’’
o
ButAdvantage
if caught unawares
of this approach:
by a question
You areon flexible
something in
youmoving
hopedI’m
- “Actually, wasn’t
thenot
attention
public of
knowledge,
authorised the
to questioner.
here that.
talk about are
Although
some
approaches
If you you
like,don'tyou
I cananswer
canyou
put use:
directly,
in touchyou open
with up another
someone
way for
who knows themthis’’.
about to get the information they want.
 Sensitive questions
o Ex:
o Pass the buck “I’m sure you know that is a delicate subject,
and I don’t anticipate being able to give you a
o Offer some crumbs complete answer for another week (or fortnight,
or month) or so. However, what I can tell you
is...”

o Advantage of this approach: you will

appear willing and helpful, even if you
are still very limited in what you can say.
 Sensitive questions
Ex:
o Pass the buck • “I think when you ask me about this problem you
definitely have a certain amount of knowledge
o Advantage
about it. Weof can
this discuss
approach:thisThis
morewill give you
in this
o Offer some crumbs
time to learnif more
afternoon about the person who asked
you want.”
o Dig deeper and start a • the question,
“I’m andas
interested toto
think
whyofyoua way to this
asked offerquestion.
something
Do you workthat in
is an
helpful to them
area that willwithout
be affected by
conversation giving everything away (such as your personal
my answer?”
sexuality,...)
 Sensitive questions
Ex:
o Pass the buck • o“I Advantage of this approaches:
think you understand that this isYou
an use a that
issue
subtlebeanswer
cannot sharedtopublicly.
expressIfyour
youfeelings
still wantbutto
still about
know respect theissue,
this questioner.
we canThis willithelp
discuss together
o Offer some crumbs them
after thesympathize
presentation. with themakes
This problemme you
feel are
better.’’
facing and understand that
• “I can absolutely understand why this the category they
o Dig deeper and start a are referring to is personal. They
information is important to you, andwill also that
I respect
conversation youfeel you the
asked are question.
smart andI polite whencan
think you offering a
probably
private exchange
understand why I don’tinstead
feel of being
I can givein you
public.
that
o Empathise, and ask for
information right now. Perhaps you could give me
empathy in return
your contacts, and I can let you know when the
public can have access to it.”
 Question beyond your expertise
o Instead of saying "I don't know" , say these:
• “Thanks for that question. I haven’t ever looked at things
that way. Would you mind giving me the time to think
about it for a while and I’ll get in touch? You gave me your
email, didn’t you?”

• “Actually, I’m quite new in this department, so if

you don’t mind, I’d rather put you in touch with
my senior colleague to make sure you get the best
answer possible to your very good question. Will
you be free to take a call later today, or shall I
have her email you?”
 Question beyond your expertise

o Use the following methods:

• Refer to group agreements if an inappropriate or

o Advantageproblematic question.
of this approaches: Your answer is an open
answer, which makes the audiences feel you are trying to
• Itcloser
lead them is best
toto
theget guidance
answer evenfrom the you
though leadership of
don't know
much aboutyourtheorganization in order to be sure you are
issue right now.
doing the right thing.
 Question that become lectures or diatribes
o Many audiences come to your presentation to show that
they have a thorough knowledge of the subject you are
giving.

o When faced with this problem, you just need to be

confident. Don't avoid their questions, it just
makes them underestimate you.

o Use the knowledge you have accumulated during

your research to answer with the most confident
attitude.
Question that become lectures or diatribes

o Negative controversy should be avoided

around an issue that was addressed in the
presentation.
'' I mentioned it very well in my presentation, if you
would like to comment or add something, I would be
happy to listen to what you have to say. Thank you
for your contribution. ''
 The interrupter
• “I will address the question you asked in the
next part of the presentation. Please wait a
moment.’’
• “You’ve asked a great question and I’m sure we’d all like
to discuss it, but I’d like to get through my main points,
which may address a few of your issues. If you are
unsatisfied at the end, I’ll be very happy to open the
discussion again.”
• “Your question is great but to avoid
interrupting the presentation, let's save it for
the Q&A section.’’
 The interrupter
• Asking other audiences if they agree that you should
stop presenting and answer the question.

• If others don't want to hear more about the question, you can
just skip it and tell the questioner that they have to wait until
the end of the presentation to ask again, you'll be happy to
explain again.

• If more than half of the audience agrees to stop and

answer the question, then you should stop the
presentation to explain the answer to their question
in detail.
 The expert

If you have finished your presentation and someone

takes the Q&A period as an opportunity to put forward
their own views on the subject you have been
addressing.
 Scenario 1: the audience is on
the same page with the speaker

• Try
Younot
Anyonejustto
can disagree
accept that
strongly,
takea their
with the
dissenting group
commentsbut avoid
opinion or
wants you
saying “no”,
personally,
different to instead,
hear
and all from
show
information of
keep
what
your your
heanswer
or
willingness
yours can
shelisten
vague
to hasifto
actually necessary
and
be sayto address
very helpfultheir concerns
to you.
 The expert

If you have finished your presentation and someone

takes the Q&A period as an opportunity to put forward
their own views on the subject you have been
addressing.
o Scenario 1: the audience is on the same page with
the speaker
o Scenario 2: the audience doesn’t feel comfortable
with the speaker
 Scenario 2: the audience
doesn’t feel comfortable
with the speaker
• “I’m sorry to interrupt but youin because
the interest
your of time
comments
I’m going toarehave
really
to interesting,
ask you if you buthave
I’m a
concernedI can
question about
answer
the time.
first.Can
OnceyouI have
limit dealt
what with
you
wantquestions
any to say to from
a question
the whole
rightgroup,
now, sothen
others
we can
ask back
get what into
theythis
wantdiscussion
to as well,with
andyou.”
then we can
return to what you were saying again? I’m happy
to stay behind if you want to get into an in-depth
discussion.”
 04
Conclusion
Practice methods General guide

Different types of questions

• Good questions
• Unnecessary questions
• Irrelevant questions
• Difficult questions
 Some more tips
Don’t dread questions
Question is a good thing.

Answer in sections if the

question is a long one
‘chunk’ up your answer into sections
Check-in with the questioner
after you have given your
response
“Does that answer your question?”
“Can I provide you with any more detail?”
Thanks!