Here are 6 simple steps to help you answer questions with confidence and credibility (even ones you don’t know the answer to!):

Step 1.  Before you rush headlong into your answer – pause.  This will give you time to think about your reply and make you look as though you are giving the question due consideration.  It is also a critical sign of respect to the questioner.

Step 2.  Then make sure you understand the question.  Vague or garbled questions usually receive vague and garbled answers.  If in doubt ask for the question to be repeated or paraphrase it back to the questioner.

Step 3.  If appropriate, agree with the questioner. For example:

Lisa (who’s in the audience) says to Tom (the presenter):   ‘Tom the roll out plan has some tough deadlines.  I’m worried we aren’t going to make those timings.’ Tom might reply ‘You’re right, the deadlines are tough (i.e. he’s agreeing with Lisa) but I think if we put on an extra shift we’ll be ok.’ (i.e. his answer).

Step 4.  Wherever possible, acknowledge the merit of the question (sincerely!).  Here are some examples:

 ‘That’s a question a lot of people have asked us recently.’

‘That’s an issue we’ve discussed at length internally.’

‘That’s an interesting perspective.  I haven’t thought of that before.’

Step 5.  If required, chunk your answer so your reply is easy to follow.  This is useful when you want to present both sides an argument or if your answer is likely to be a long one. 

Step 6.  Finally, always check in, verbally or non verbally, to make sure you’ve answered the question to the questioner’s satisfaction.

Ok, so now you know how to answer a question with confidence and credibility – but what should you do if you don’t know the answer?

Don’t panic.  And most importantly pause(!).  Then, if possible acknowledge the merit of the question (see point 4. above) as this will help you appear in control and on the front foot.  Then you have several options depending on the situation. 

Let’s say you’re asked:  ‘What’s the current rate of inflation?’.  You might reply ‘That’s a really relevant question given the RBA is reviewing interest rates again next week…’ and then (here are your options)…

• What I do know (i.e. I’m still an expert):

…The inflation rate is between 2.5 and 3%.  Let’s face it, 99% of people would be more than happy with that answer.

• I know I don’t know (i.e. I’m human)

…New data was released yesterday.  Let me check the most recent figures and get back to you via x before y.  How on the ball and cooperative does that sound!  That would receive a gold star from me.
Or; …I’m so sorry, my mind has gone blank. If it doesn’t come back to me, I’ll get the answer to you via x before y.  Well heck – who hasn’t been in that situation before?  No drama.

• Someone I know knows (I’m helpful):

…I’m not the best person to answer that.  Let me talk to John and get back to you via x before y.  Or;…Does anybody else have the latest data with them?  That’s ok, I’d rather hear the answer from an expert anyway, and if you can help achieve that – great.

• I know I should know (i.e. I’m honest)

…I should know that and I’m sorry I don’t.  I’ll get the answer to you via x before y.  Perhaps not ideal but if you’ve acknowledged the worth of the question, your reputation should remain intact.

You see, you can still come across as confident and credible – even when you get questions you don’t know the answer to.   

So put yourself in the firing line and ask your audience to get involved.  It increases their engagement and enjoyment, plus it will make your message more memorable. What’s not to like?!

p.s. remember it’s your personality that powers your presentation performance.

There are 3 levels of proactive audience involvement (i.e. where you make the first move) – Passive, Participative & Pointed.

1. Passive audience involvement

Where you involve the audience but they don’t respond.  E.g.:

• Pre-empting questions or concerns e.g. ‘Looking at the project rollout, some of you might be worried about the tight deadlines.  I’d like to chat about that now.’
• Using rhetorical questions e.g. ‘So when exactly are we going to implement the restructure? Well …’
• Referring to the audience e.g. ‘I was chatting to John from IT and he’s also worried about the SPAM we’re receiving.’
• Getting the audience to imagine a situation e.g. ‘Imagine life if you could finish work by 5.00pm 3 times a week.  Think about all the extra exercise, family, social, cooking, hobby time you would have. That’s what I’m going to talk about today – work/life balance.’
• Acknowledging success or challenges e.g. ‘I’d like to congratulate the marketing team on a really successful campaign last quarter.’

The great thing about Passive audience involvement is that it’s a low-risk way of having a relationship with everyone in your audience, no matter how many people there are!

2.  Participative audience involvement

Asking a question of the audience and they respond.  E.g.:

Closed questions e.g. ‘Hands up who would like to win the lottery?’

Open questions e.g. ‘What other ideas can you think of that would improve our work/life balance?’

Checking-in e.g. ‘Does anyone have any questions about the restructure before we move on?’

Closed questions are a terrific way to warm your audience up, especially if they don’t know each other.  Once they feel comfortable, you can introduce open questions.

NOTE:  I always recommend you let your audience know in your housekeeping that you’ll be asking questions as this will help them feel prepared to contribute.

3.  Pointed audience involvement

Same as Participative but it’s to one member of the audience at a time.  Pointed audience involvement can be like being asked for a date by someone when you’re with a crowd of your mates.  Embarrasing! So to prevent this reaction try our 2 stage comfort technique:

Stage i)  Prepare the audience for the question e.g. ‘Sarah I’d like to get your input if that’s ok.’

Stage ii) Then provide comfort that you won’t judge them or their input e.g. ‘You’re someone that has a balanced life.’  Then the question ‘So what do you do to ensure work doesn’t take over?’

So get polygamous and build relationships with your audience because the more involved they are, the more engaging, enjoyable and memorable you and your presentations with be.

But what about when people ask us questions?  In others words, reactive audience involvement.  See our blog ‘Put yourself in the firing line’.

p.s. remember it’s your personality that powers your presentation performance.