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Handling questions

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Handling questions

  1. 1. HANDLING QUESTIONS
  2. 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. 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. 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. 5. REMEMBER  Keep control – Limit the number of questions  Signal when the time is running
  6. 6. HANDLING QUETIONS 4 types of questions GOOD DIFFICULT UNNECESSARY IRRELEVANT
  7. 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. 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. 9. UNNECESSARRY QUESTIONS Answer briefly and move on  “I think I answered that earlier”  “Well, as I said...”  “Well, as I mentioned earlier...”  ...
  10. 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”  ...

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