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Handling Hostile Questions <br /> by Norm Hartman <br /> Vii; <br /> <br /> ~ Try to anticipate the worst possible questions and frame answers for them beforehand. <br /> Your every move will be closely watched, and body language often counts more than the <br /> words you speak.. Retain your composure -and don't take it personally. <br /> Here are some additional tips: <br /> • Listen carefully to the question. Look directly at the person asking the question <br /> and acknowledge with a nod (or a smile). After the question is finished, take a <br /> moment to think. Even if you know the answer, a brief pause indicates that you <br /> are doing your best to answer appropriately. <br /> • $uy some time. If necessary, you can buy additional thinking time by asking the <br /> person to restate or rephrase the question, to define or clarify a point that is <br /> unclear. <br /> ~ Begin your answer by looking directly at the questioner, then direct the rest of <br /> your response to the entire audience. If you conclude your answer by looking at <br /> an audience member who is far away from the questioner, you will not invite a <br /> follow-up question or argument. <br /> • If you don't know the answer, say so. Promise to get the answer within a <br /> reasonable period of time and follow up with the questioner. It may be best to <br /> defer the response to someone with knowledge of the issue. <br /> • Bridge to your message or main theme. That's your comfort zone, and it never <br /> hurts to go back there and get your message in one more time. <br /> Above all, do not bluff or lie. If you try that, there's a good chance you'll be <br /> called on it and that will destroy whatever credibility you've built. Don't ridicule <br /> .the question or the questioner, no matter how provocative. <br /> • Defensive answers tend to prolong arguments. Rather than defending what <br /> you've .done, try explaining how you got to the decision. Remain positive. <br /> <br />