Listen
- Listen attentively to the question.
- Make eye contact with the questioner.
- Nod or give other indications of encouragement.
- Don’t interrupt.
- Paraphrase when appropriate. If a person asks a long, rambling question, you might want to paraphrase it before you respond. Say something like, “Let me be sure I understand you. You are asking…”
Analyze
- Before responding, make sure you understand the question.
- Try to determine the intent of the questioner. Is he genuinely asking for clarification, or is he trying to disprove or challenge you? Watch facial expression and body language. Listen for tone.
- Ask yourself; is there a broader issue behind the question that I need to address?
Affirm
- Make eye contact with the questioner again.
- Say something like, “That’s an interesting point,” or “I’m glad you brought that up.” An affirmation of this kind is especially important if the question was asked in a challenging way.
Answer
- Don’t duck a question or give a vague answer.
- If you don’t know the answer, say so. You might want to tell the questioner that you will call him the next day with an answer.
- Give an honest answer. If the audience gets the impression that you are trying to put one over on them, you might as well pack up and go home.
The question and answer session traditionally comes at the end of the presentation, so if you shine during this section, people will remember that very clearly, as they will surely remember you negatively if you duck questions or give fraudulent answers. Ending on a positive note is hugely important in a presentation, and if you can do that you are most of the way to being a good public speaker.