From the course: Communicating with Confidence (2015)

FAQs

- I often get asked situational questions, as in, "What do I do if?" Maybe you've even had a question in mind as we've gone through this course. Let's go through some of those commonly asked questions, and I'll provide the answers. What do I do if I'm asked a question that flusters me? When you're flustered by a question, use what I call the fluster strategy. There are three steps to the fluster strategy. The first step is to breathe, because we hold our breath in uncertain moments. Then, for step two, say, "Excuse me," or, "I beg your pardon" which suggests you did not hear the question. The person will then repeat the question. If you still don't know what to say, go to the third step in the fluster strategy and say, "Please help me understand the context "of the question." What that does is compel the questioner to provide you with more information upon which to frame a response. What do I do if someone clearly disagrees with me or doesn't believe what I'm saying? Ask them questions to reveal the core of their concerns. Peel away the layers of the onion. Doing so shows that you're open to other opinions and gives you additional credibility when you're ready to reassert your argument. What do I do if my audience seems uninterested? Pause for three to five seconds and remember to breathe. Silence is a powerful tool. Then, continue speaking with more energy and animation. At the same time, it can also be time for people to take a break. What do I do if someone is texting or emailing while I'm speaking? You can walk over and stand near that person while continuing to talk. You'll be surprised at how quickly this regains their attention. Or you may want to give them the benefit of the doubt, maybe they're dealing with something very pressing, like a sick child, for instance. So don't presume that you're the reason for their inattention. What do I do if someone interrupts me while I'm in the middle of making a point? It depends on who's doing the interrupting. If it's one of your bosses, you're encouraged to go with the interruption. If it's a colleague interrupting, ask for a moment to finish your thought by saying, "Kindly give me another few seconds to finish this thought." But sometimes an interruption can lead the conversation in a better direction, so you should be open to interruptions' counterpoints. What do I do if I'm asked a question I don't know the answer to? Tell the person asking the question that you want to be precise and specific, so you'll get back to him or her with the exact information.

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