The Fundamental Skill of Answering Questions Effectively
After more than 25 years of examining the concept and teaching it successfully, I am completely convinced that the most important thing we can teach presenters and spokespeople alike is to pause, answer the question, and stop talking.
First of all, it offers protection during media interviews and hostile exchanges during all forms of presentations, when being quoted out of context or having words twisted is an issue.
If you've ever given evidence at a trial or examination for discovery — and you were coached by a lawyer prior to giving that evidence — you were undoubtedly told to pause and think about the question asked prior to ever opening your mouth. You were then told to answer the question asked and that question only. Then you were told to stop talking. (Although a lawyer may tell you to "shut up," the net result is exactly the same.)
Does your legal counsel tell you to pause-answer-stop because he or she wants you to reduce or eliminate your credibility as a witness? No, the lawyer wants you to protect yourself and protect your credibility.
Does the lawyer want you to pause-answer-stop so that you can put the case or organization at risk, which will then translate into increased billable hours? No. Although that's a bit tougher to answer (especially the part about more billable hours), the lawyer tells you to pause-answer-stop so you can protect the organization.
If pause-answer-stop offers protection in a court of law, wouldn't it offer similar protection in a court of public opinion when someone is answering questions from a print journalist, or when a presenter is answering questions from a hostile community group, a semi-hostile management team, or a board of directors?
It can. And it does. If you wish to reduce the risk of being quoted out of context by print journalists, the simplest solution is to reduce the context. Stop talking.
Communicate More Effectively
But beyond that, pause-answer-stop enables someone to communicate more effectively. By asking more questions, the person or people receiving the information can better educate themselves about the topic in question to create better understanding.
Some years ago, we decided to put ceramic tile in our entranceway and kitchen. We were undecided about whether to do the job ourselves or to hire a contractor.
One evening, I went to my local Home Depot to do some research. I had the good fortune of encountering a very confident young man who had obviously installed a lot of ceramic tile. How did I know he was confident? He did not feel compelled to talk endlessly whenever I asked him a question.
In fact, he simply answered each question and stopped talking, waiting patiently for the next question.
In the 15 or 20 minutes that we chatted, I easily asked more than 100 questions. My son was with me and, as we were walking out of the store he remarked: "Dad, that was amazing. I can't believe how much I learned. I know exactly how to install tiles and what needs to be done. You asked great questions."
Actually, I didn't ask great questions. I was simply given the opportunity to ask a lot of questions -- which I would never have gotten if the person answering did not pause-answer-stop.
We ended up hiring someone to install the tiles, so some could argue that he lost a sale and didn't achieve his organization's objectives. However, that's short-sighted. The reason? Based on that experience, this local Home Depot is my first stop whenever I'm even thinking about any kind of improvement to our home. I don't know who's coaching them, but I have been pleasantly surprised by the ability of a number of their staff to answer questions clearly, concisely and effectively.
The same applies to other situations. Want a reporter to trust you? Want the management team or board of directors to trust that you'll deliver? Want to be more transparent? Teach yourself the same simple tactic.
Pause. Answer the question asked and only the question asked. Stop talking.
Book encourages less presentation, more conversation
￼￼Whether a presentation is delivered in the room or via Zoom, One Bucket at a Time encourages presenters to embrace more conversation and less presentation if the goal is to have ideas understood, retained and acted upon by the audience.
One Bucket at a Time is endorsed by one of the world’s leading cognitive scientists, who says that author “Eric Bergman’s techniques are a window to the future of this important human activity.” Reviewer Jay Robb said: “One way to combat Zoom fatigue is to have a little less information and a little more conversation in 2021. Bergman can help make that happen.”
One Bucket at a Time is available from Amazon, Kindle and Apple Books.