1. HANDLING QUESTIONS

2. Steps
Listen to the questions
carefully
Ask for clarification or
repetition
Reformulate the question in
your own words
Answer the questions
Check that whether the
questioner is satisfied with your
answer or not

3. ASK FOR CLARIFICATION OR REPETITION
 Sorry, I’m not sure I’ve understood. Could you repeat?
 Sorry, I’m afraid I didn’t catch you question
 I’m afraid I don’t quite understand your question
 Are you asking if...?
 Sorry, do you mean...?
 ...

4. REFORMULATE THE QUESTION IN YOUR
OWN WORDS
 I see, so what’s you are asking is...
 If I understand you correctly, you want to know...
 OK, let me just repeat the question so everyone can
hear it...
 If I could just rephrase your question...
 ...

5. REMEMBER
 Keep control – Limit the number of questions
 Signal when the time is running

6. HANDLING QUETIONS
4 types of questions
GOOD
DIFFICULT
UNNECESSARY
IRRELEVANT

7. GOOD QUESTIONS
Thanks people for asking these questions
• “Thanks! That’s a very good questions!”
• “Thanks very much! I’m glad you asked that!”
• “Thank you! Good point”
• ...

8. DIFFICULT QUESTIONS
Say you don’t know and offer to find out or ask the
questioner what they think
 “Interesting. What do you think?”
 “I’m afraid I don’t have the information with me”
 “I don’t know that off the top of my head”
 “Sorry, I wish I knew”
 ...

9. UNNECESSARRY QUESTIONS
Answer briefly and move on
 “I think I answered that earlier”
 “Well, as I said...”
 “Well, as I mentioned earlier...”
 ...

10. IRRELEVANT QUESTIONS
Try not to sound rude, but move on
 “I’m afraid I don’t see the connection”
 “I’m afraid I’m not in a position to comment on
that”
 “To be honest, I think that raises a different issue”
 ...