Archive for the 'Master the Q&A' Category

What five burning questions will your audience ask?

Published on in executive presence, Master the Q&A and You the Presenter. Closed Tags: , , .
One of the most challenging parts of a presentation is the question and answer session (Q&A). Many senior executives get worried and anxious about this inevitable part of the meeting. In fact, I would classify any presentation that did not lead to questions being asked as a complete failure. The main purpose of any communication, especially at the senior level, is to move people to action. This requires a level of engagement from the audience which must include questions that deepen their understanding.

So as it’s an inevitable and desirable aspect to your meeting, why not get ready for it in the best most complete way possible. My mantra is “always be ready”. For those of you who were Scouts, remember the motto of the Scouts? “Be prepared”.

Here is a six step process you can use to always be ready and prepared for your Q&A. Applications include:

  • Presenting to senior management

  • Getting ready for a media interview

  • Participating in a weekly conference call with overseas management

  • Contributing to a business review meeting

  • Being on a panel in a shareholder meeting

  • Keynoting at a town hall meeting

Step 1: The burning five

Write down the five most important questions the audience wants to know on the subject you are going to deliver. Some of these questions will be recurring and easy to answer. But use this time to think about some of the tougher question you have been asked in the past. What questions catch you out? If you wanted to ask the toughest, most difficult question on this topic, what would you ask?

Examples:

Topic: Business review meeting

Burning questions:

  1. How well has the research and development center been integrated into our global product development plans?

  2. What steps are you taking to turnaround a declining gross margin?

  3. How well prepared is the business for a slowing global economy?


Step 2: Trigger your bullet points

For each question, write down your answers quickly using bullet points. Write 4-6 words for each bullet to help you trigger a fuller answer. The skill here comes from not thinking about each question too long. Write down the first five or six bullet points that come to mind.

Example:

Burning questions:

How well has the research and development center been integrated into our global product development plans?

Bullet points:

  • Quick update on R&D operations

  • Outcomes from global R&D conference call

  • Pipeline 2012-2013

  • Manpower challenges slowing ramp-up

  • Opportunities we are not taking


Step 3: Make them mobile

Most executives are on the move and you need to be able to capture streams of time to help you get ready. For example, when you are on the road, waiting in the business lounge, taking a flight. These are all opportunities for you to get your Q&A ready.

If you are old-school like me and prefer to think on paper:

Print or write your questions and bullet point answers on some cue cards. Take one cue card for each question. This method works well because you can still work on them when you are taking off and landing. Also, you can move the cards around and see connections between them more clearly than working in digital. Keep blank cue cards handy in your briefcase.

For the people who like to keep everything digital:

Set up a document on your phone or tablet computer that you can come back to and edit. Scan through the questions and rearrange them according to the priorities of the audience you are addressing.


Step 4 : Polish to make them shine

Add, modify and polish your answers. When you have new anecdotes, data or ideas to share add them into the file. If you are using cue cards, you may need to re-print them every now and again. Carry your cue cards around with you in the days before the presentation. Read through them to refresh your answers. You can also keep them close to you in the meeting, especially a conference call and glance at them when a question arises.


Step 5: Flex your Answers

Rehearse so that you can answer each question in a maximum of 2 minutes. Color up your answers with your personal insights, stories and data. Remember most TV media interview expect answers under 60 seconds. Adapt your answers depending on the audience. Senior management prefer concise direct answers. Your company staff in a town hall might like to know more about your personal style or experiences.


Step 6 : Data-bank your Q&As

Overtime, build up a question and answer data-bank Whenever you get a good question, add it to your database. Ask colleagues to suggest questions on the topic you are preparing. If you ever get stuck by a question, add it to your data-bank. You will be surprised at the relatively narrow range of questions you get on any particular topic.


Conclusion

This is how you get and stay ready. As I tell my CEO clients, you need to “always be ready” so you are not surprised by questions. Use this six step process to become bulletproof in any question and answer session.

About the Author

Warwick J Fahy

“I work with senior executives working for multinationals in Greater China who lack the executive presence to effectively influence key stakeholders. While these executives are very smart, very knowledgeable and highly capable, a key piece missing. Their executive communication skills need polishing. I help executives build a strong foundation in executive communication so that they are able to better think, speak and act like a leader to set and implement strategy. Recently, we helped a CEO turn his communication style from being nervous and uninspiring into a more engaging, confident and purposeful executive.”  Learn more about who I help here.

Find out whether your executive team is performing to the best of their potential with Warwick’s article “10 Warning Signs Your Leaders Lack Executive Presence”. Email me and I’ll send you a PDF version.

Warwick is the author of “The One Minute Presenter: 8 steps to successful business presentations in a short attention span world”. Warwick is author of the forthcoming book ‘Speak with Executive Presence in China’ . Now available on Amazon.com.


Sign up to “52 Tips to more confident public speaking” newsletter at www.warwickjohnfahy.com

©2011 Warwick John Fahy

Lessons when communicating to senior managers: Get to the Point

Published on in executive presence, Master the Q&A and produce your message. Closed Tags: , , , , .

A key skill to master when delivering your message is getting to the point. This is especially important when your audience are senior managers who are short on time and need to make decisions effectively before moving onto the next issue on their agendas. This is part of “Produce your Message”, step 3 in the 8 step journey of  The One Minute Presenter.

It’s a challenging skill to acquire as it often requires a different approach.

Start with the outcome. Most busy executives need to know the range of possible outcomes before they can make a decision. Don’t hold back on the possible consequences of your proposal or a plan. If you wait until the end of your presentation, you are likely to get interrupted with abrupt questions.

Samples:

“In today’s presentation I will outline the new project X which has the potential to increase our market share between 3% and 25% I will explain why that range is so wide and ask for your decision on getting stage one moving at the end of the presentation.”

“The main reason we are having issues in our quality control is due to our change in supplier. I will outline the implications and make some recommendations on how we can reduce defects immediately.”

Know what your message is. Spend time to think about the key point or message of your presentation. In workshops we help managers acquire this skill by taking a longer explanation and gradually boiling it down to it’s most salient point. This will give you clarity on what the core point you wish to convey is and importantly will help you deliver it concisely to your audience.

Samples:

“In a nutshell, the main message from today’s presentation has been the urgent need to align project controllers with the current priorities of the project managers. After lunch we will discuss how we will implement this in the next quarter.”

“In today’s presentation, I will explain our plans for 2011-12. The takeaway message is ‘maintain premium clients, expand into business parks’. Let’s start with our existing client base…”

Don’t be afraid to emphasis your message. Just because you said your message once, doesn’t mean the audience understood or remembered  it. Think about different ways of conveying the same point.

Samples:

“Executive presence is the key to building up an effective leadership team.”

“Our senior managers need to become more influential. Executive presence should be part of their development plan.”


Be brief and then be gone is the best advice you can have when delivering to senior managers. Spend time to craft yoru message and then refine it so that you can say it in the fewest possible words.


How to think quick when faced with unexpected questions

Published on in executive presence and Master the Q&A. Closed Tags: , , .

Download this article as a PDF file.

Learn easy-to-implement strategies to communicate more effectively with your senior managers

One of the most challenging skills for executives to masters is handling unexpected questions. An unexpected branching off into a related subject or a sudden request to give an opinion often leaves even senior executives stuck.

This is an important skill to master as most communication is handled through discussion than through formal presenting. Here are some tips:

A. Use thinking hooks to give you time and cue in your reply

I teach executives to use a simple framework called Open Your Mind. In this framework I introduce the concept of a thinking hook. This is a simple, all-purpose, all-weather tool to help you structure an answer more clearly.

An example of a thinking hook is to use cue words like “Firstly, I would like to talk about x” or “In my experience, the most urgent priority is …Y”

The value of a thinking hook is that it sets up your reply by giving you thinking time. Likewise with a two part thinking hooks; while you are setting up your answer, you might not know what you will say in your answer. The hook leads you into the answer:

“On the one hand….On the other hand…”

“From perspective X…..From perspective Y”

“Based on past performance….Looking at future estimates”

“John, that’s an interesting observation. There are two things that come to mind. First, …… “

“The first thing that comes to mind is…”

These phrases tell your brain to think of two things to say. As you are a technical expert, you will find it no problem to come up with two things to consider. Usually, the first things that come to mind are the most important. The thinking hook format buys you time when you are under pressure.

B. Contrasts with two part thinking hooks

You can use thinking hooks to offer alternative views. By introducing your answer with this format you provide a very clear opening, allow the audience to know the direction of your answer and importantly give yourself some time to prepare an solid reply.

“John, with this question there are two approaches. One for residential, the other for commercial. Let’s take a look at the residential issue first as this can be covered quickly…..Now, let’s have a look at the commercial aspects….

“We need to look at two perspectives here. They offer two distinct approaches. They are A and B. From A’s perspective……From B’s perspective….”

C. Communication tip: Take a deep breath before replying

Give yourself a second or two to think before you get into your answer. The difference between a top presenter and an average communicator is that top performers are comfortable pausing before giving an answer. Take a short pause before you deliver your answer during the Q&A.

D. Prepare fully but allow some flexibility

Before a conference call or presentation where you expect to face questions [as an executive you should always expect to express your opinions], spend time to think through the topics, issues and areas that may come up. Tagline your thoughts in soundbites. Now you are mentally prepared. In the meeting, be ready to hook to one of the points. Be ready to branch off to new areas. Expect that you may cover the points in a different order or a different way depending on how they are raised in the meeting.

The test is how easily you can explain your talking points to your audience. It is not enough that you understand an issue. What counts is how you convey the content in an easy to understand format.

Summary:

  • Think through the issues in some depth

  • Write down possible questions on these issues.

  • Ask possible follow up questions

  • Prepare your answers into soundbites

  • Use two part thinking hooks to cue in your answer

  • Project as much confidence as you can in every answer

While you may occasionally be stumped by an expected or tough question, through good preparation this will not happen often. The better you handle questions, the higher your credibility – an important competency in executive presence – will rise among your superiors and peers

So what now?

If you are ready to take a step up in your career, contact us for a initial complimentary strategy session where we can outline approaches to help you starting speaking like an executive.

About Warwick J Fahy

“Warwick is passionate about helping executives, working in multinational companies based in Greater China, speak out with executive presence so they can think, speak and act like a leader. I help executives turn the complex into compellingly simple message that are understood, passed on and acted on.”

Learn more about who I help here.

Download the Speak like an Executive Executive Communication White Paper here (PDF, 237kb)

Warwick is the author of “The One Minute Presenter: 8 steps to successful business presentations in a short attention span world”.  Now available on Amazon.com.

New: Read “The One Minute Presenter” as an e-book. Available in all maor e-book formats here.

Sign up to “52 Tips to more confident public speaking” newsletter at www.warwickjohnfahy.com

©2011 Warwick John Fahy

Executive Presence for Senior Finance Executives: Five Formats to handle difficult questions

Published on in Master the Q&A and Resources. Closed Tags: , , , , , , .

Handling questions in meetings and conference calls can be a challenge. Not only do you need to think quickly, but you also are expected to deliver a concise and clear answer. Many senior executives, despite frequent calls, still struggle with this aspect of executive speaking. This article will focus on giving you five approaches in how to address questions in conference calls. Conference calls are especially challenging as the lack of visual cues makes it harder to read the intention of the other party. We will provide sample answers using each of the five formats.

Challenges with communicating via conference call

  • Often held at unsociable hours

  • No visual cues

  • More interference [bad lines,multi-tasking like checking emails]

  • Harder to follow what each party is saying unless set-up and cues are used

  • Conversations can side-track and run over-time

  • One party talks for too long and loses interest of other parties or the other party cannot follow their answer

  • It’s harder to address complex issues unless checking techniques are used

  • Two skills to master; Voice to project confidence, Structure for clarity.

Answering a question: The opening

  • Use a set up to prepare the content (movie trailer versus the movie)

  • Be precise

  • Take a stand ie two points or three points

  • Pause before you answer [rather than saying ‘well, errr’]

  • Use vocal energy [emphasis, volume changes] to project your credibility

  • The opening should be short and concise

Five Types of Answering formats

  • Use a variety of formats in any one conference call

  • If you are not sure how many points to include in your answer, aim low; start with one or two points. Then check with the questioner if they would like to explore the issue in other ways.

Format ONE: The set up

  • Signals to the questioner what’s coming next [like a TV announcement]

  • Respond to the question [eg “That’s a good question”; “The rule is quite new and it is also complicated”]

  • Pause

  • Then overview the points you will cover in your answer

Sample replies

  • The rule is quite new and it is also complicated. There are two main changes. Change one and change two. Let’s start with change one.

The new regulation covers three areas: A, B and C. I will cover each of these areas in more detail now.

Format TWO: Paraphrase the question

  • Restate the question to check your understanding

  • Interpret what you believe the questioner wants to know

  • Do the thinking for the questioner

  • Don’t answer the question until you have clarified

  • Gives you some thinking time

  • Leads to better quality answers

Sample replies

  • As I understand your question, what you would like to know is: what is the major impact of this new regulation?

  • As I hear your question, what you would like to know is whether the impact of the new regulation will affect our business units. Is that correct?

  • If I understand you correctly, you are interested in [topic one]. Could I just check whether you would like to know about X or Y first?

Format THREE: Scope is too broad

  • When the question is too broad, check.

  • Don’t guess. Ask to clarify.

  • Ask a checking question

  • Give options to the questioner

  • Don’t ask the question to do ‘more work’

Sample replies

  • That’s a good question. It’s very broad and complex. Could I ask which aspect you are interested in?

  • That’s a good question. It’s very broad and complex. Should I start with A or B?

  • Two issues come immediately to mind. Issue 1 and Issue 2. Where one would you like to explore first?

  • This is a little broad in nature. It would be helpful if we could be more specific. Should we start with X, Y or Z?

  • This question is a little bit broad, could you be more specific?

Format FOUR: Clarify the question

  • When you are uncertain which aspect the questioner is interested in

  • Complex topics that would take a long time to talk about

  • Giving yourself some thinking time

  • Enables more of a conversational style to emerge in the Q&A

Sample replies

  • I could answer this question in two ways. From perspective A, or perspective B. Which aspect would you like me to focus on first?

  • Good question. Are you most interested in A or B or C?

Format FIVE: Too much information? Slice the melon!

  • When you have a lot of content you could use in your answer [the large watermelon]

  • Slice your information into sections [slices of the melon]

  • Overview the content in bullet points first

  • Then check which area the questioner would like to address first

  • Then focus into and drill down in that area

  • After you have covered each area, check back to see how the questioner would like to proceed

Sample replies

  • This is a complicated area. The main challenges to consider are 1,2,3, and 4. Which issue would you like to start with?

  • This is a very complicated question. The regulations are new and involve a lot of details. We have investigated the implication with our auditors and have identified six areas that we should address. In brief they are 1,2,3,4,5 and 6. Which one is most important to you right now?

  • We have analyzed this problem over the past two months and four areas need to be considered. I would like to briefly overview each area and then perhaps you could tell me which one is most urgent for you right now. We could then drill down into that one first.

How does checking affect your credibility?

  • It enhances it! Precise communication is always appreciated

  • Mix up your language patterns so that you do not repeat the same phrases.

Samples:

  • Could I check my understanding?

  • That’s interesting, let me see if I understand your question.

  • Let me see if I got your point

  • Good question. The focus is a little bit broad. Where are you going with this? What would you like me to address first?

  • To answer that question in full, I could speak for 30 minutes. Could you help me understand where I should start?

Conclusion

While conference calls, meetings and aggressive questioners will always be a fact of life for many senior business executives, using these five formats will give you the confidence that you can better engage, interact and connect with even the most challenging of question.

About the Author

Warwick J Fahy

“Warwick is passionate about helping executives, working in multinational companies based in Greater China, speak out with executive presence so they can think, speak and act like a leader. I help executives turn the complex into compellingly simple message that are understood, passed on and acted on.”

Learn more about who I help here.

Download the Speak like an Executive Executive Communication White Paper here (PDF, 237kb)

Warwick is the author of “The One Minute Presenter: 8 steps to successful business presentations in a short attention span world”.  Now available on Amazon.com.

New: Read “The One Minute Presenter” as an e-book. Available in all maor e-book formats here.

Sign up to “52 Tips to more confident public speaking” newsletter at www.warwickjohnfahy.com