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What is the secret for handling difficult questions?

The worst fear people often confess to me, is getting a question they cannot answer or do not understand.They picture themselves standing on the spot and then it happens: the horrible- not-to-be-avoided question pops up, followed by complete silence that seems to last for minutes…….

How to rescue yourself unscathed out of this minute long silence? How to deal with this situation professionally? The answer is very simple and effective. Continue reading down below. So you never need to feel nervous and fear the horrible-not-to-be-avoided questions again, but deal with them in a direct, effective and professional manner.
What to do if you do not understand the question?
There is no beating around the bush with this. Simply mention in a polite way, that you do not understand the question and invite the person who asked the question to tell something more. Do not put the blame on the other side by saying, your question is unclear, but keep it to yourself.

For instance: I am sorry, but I do not understand your question, could you please elaborate?

What if you still do not understand the question or do not know the answer?
The very simple and effective way to deal with this is again, no beating around the bush! Simply mention it. "I am sorry, but I do not understand this question……"

But then it comes and this makes all the difference: provide an alternative! This is very powerful and leaves a professional impression.

For instance: I am sorry, but I do not understand the question……………………however I would like to invite you to come to me during the break so we can elaborate on it some more. Would that be ok for you?

For instance: I am sorry I do not know the answer to your question …………………… however I would like to invite you to come to me during the break, so you can leave your e-mail address with me and I will look it up and send you the answer later on. Would that be ok for you?

I have seen the effect of providing an alternative many times. As long as you do this the public is happy and satisfied. And why shouldn’t they be? They will get extra attention for the question they have. However, do not forget to actually get back to them and do as you promised!

Providing an alternative is not only good for the public, but also for you! It provides a great opportunity to get into contact with your public and get to know them. Besides this you will learn something by paying attention to questions you do not know the answer to.

Finally,  If you are not going to make a problem of not knowing an answer on the spot, the public is not going to make a problem of it either.This is simply how it works. I have seen it hundreds of times. If you behave yourself, like it is a horrible thing you do not know it, the public is going to think, well if she/he behaves like that, there probably is a good reason for it and they will adopt this behavior. It is very strange but this is how it works!

So, the next time you find yourself in the not knowing or not understanding position: do not beat around the bush, provide an alternative and project that you are comfortable with "not knowing" the answer. I assure you that dealing with questions in this way, will transform your fear in a self-conscious, effective and professional attitude that is both profitable for the public and for you!

 


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