How many times each week do you find yourself put on the spot at work? You’ve just stepped away from your desk to make a quick cuppa when a colleague corners you with a question, or a client catches you on the hop and asks you for some specifics about a service or product.
It can be hard to come up with the answers when you find yourself in these impromptu situations. Here are five top tips on how to handle them.
The power of the pause
Give yourself a moment to get to grips with the question. Take a deep, but subtle, breath in through your nose and out through your mouth. This helps calm the central nervous system allowing you emotional space to think. Make a brief humming noise, or place a hand on your cheek or chin to indicate to the other person that you are thinking but need a moment.
Clarification is essential
Do you fully understand the question? You might think you do, but scan it for ambiguity. Repeat it back to the person asking it because, when they hear it out loud, it might spark the urge to clarify a point without direct prompt. If you need more information or something specific, then ask a direct question in return. Some people worry about looking foolish but making sure you know what is being asked is professional.
Assert control
No matter what your answer to the question is going to be, now is the time to convey you’ve got this. You can easily do this through body language. Sit or stand up straight. If you’re standing place your hands on your hips in a ‘power pose’. Turn your shoulders toward your colleague and make eye contact to indicate honesty and integrity.
Structure your answer
If you can answer the question on the spot, then make sure you provide an answer with structure. Make your key point, explain the reasoning behind it, and back it up with an example before reiterating the point of your answer again. If you can’t answer the question don’t be afraid to say so. Perhaps you need to look something up or talk to a college. Let them know a time when you will come back to them.
Follow up
Whether you answered the question or not at that time, make sure you follow up at a later, appropriate juncture – especially if it is a client. Put yourself in their shoes, understand why they asked the question, and circle back to them on it with additional information, or to reinforce your answer. By taking the initiative you will win their trust.
David Forman has a variety of training programmes that can help improve the way you interact with colleagues and clients.
Join us for a free business communications webinar
To celebrate our launch of David Forman Australia, we are hosting a free introductory webinar for Think on Your Feet® – an internationally accredited workshop which has gained worldwide recognition as an innovative and highly effective communications program.
Getting your ideas across clearly, concisely, persuasively (and being remembered) is a core skill and critical to success in most roles. Sometimes we do this in a formal presentation but the great majority of communication is informal, without preparation or aids: over the phone, via email, in meetings or even after formal presentations.
The basis of Think on Your Feet® is that clear thinking is the secret to clear speaking. By incorporating both left and right brain thinking, we can be articulate and creative within the framework of a logical plan.
Internationally recognised master facilitator Phil Day will be presenting this interactive session on Wednesday 17 August where you will learn:
- How to think fast before you speak.
- How to help your listener by placing your ideas into a simple structure.
- How to convey ideas and information with Clarity, Brevity and Impact®.
Secure your place by registering for A ‘Taste’ of Think on Your Feet® today!
