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Chapter Fifteen Notes

Management (MGT)
Course Code
J Howard

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Chapter 15 – Questions & Answers
An opportuni ty for you to shine & to clarify your ideas further
Dos and Donts for the Qs and As
Let the audience know when you will be taking questions
Encourage the audience to ask questions
Listen carefully & rephrase questions before answering
Look at the questioner while rephrasing the question, but look at the audience while you are answering
Call on experts in the audience but take back control after they have responded
Set a time limit to control hostile questioners
Answer briefly but succinctly
End the Q&A period with a closing remark
Let a stage hog take control
Treat a hostile questioner with hostility
Lie; if you dont know an answer, say so
Be long-winded
Encouraging Questions
Start witha question I am usually asked is…” to help shy audience start asking
Be closer to the audience, step out from behind your lectern
If no one asks questions, wrap up your presentation with s ome final words.
Keep remarks brief & end with a strong finish
Controlling Questions
If question will be covered later on, say so
Let audience know you will be taking Q &A after the presentation
Avoid lengthy response to a question
Handling the Hostile Questioner
Let them say whatever they want to say, listen while they vent
Paraphrase what they have just said & how t hey feel about it without being condescending
Ask probing questions to try to find out what the real issues are
I know what your issues are, now let me respond”, “lets problem solve to work this out, “lets look into
this together after this presentation has concluded” (shows that you value their thoughts & feelings)
How to Respond to Questions
When you know the answerparaphrase the question or include in answer. Avoid using “thats a good
question, “did I answer your question? Ask if they have other question or need explanation
When you don’t know the answerbe trut hful, offer to get information, offer a source for the
infor mation, open up to audience or expert who may know the answer. Keep Q&A session moving!
The stage hog – if questions are relevant, answer them but nicely say that its time to give s omeone else a
tur n after a few. If they are not relevant, answer 1 or 2 then cut them and move on to the next questioner. If
you identify potential stage hog, discuss his or her ideas in advance.
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