Presentations in Action - Jerry Weissman [47]
One way to handle multiple questions is to pick only one, answer it, and then turn back to the questioner and say, “You had another question.” Note the difference between that statement and “What was your other question?” which is a question about the question. This technique will result in one of two responses from the questioner. That person will either tell you what the other question was or say, “That’s okay, you covered it.” Both results take you off the hook.
Barack Obama used another technique for handling multiple questions. In a White House press conference, Jeff Zeleny of the New York Times asked him, “During these first 100 days, what has surprised you the most about this office, enchanted you the most about serving in this office, humbled you the most, and troubled you the most?”
The president immediately reached into his coat pocket, pulled out a pen, and said, “Let me write this down,” producing a wave of laughter from the other reporters in the East Room of the White House.
As Mr. Obama began writing, Mr. Zeleny began to restate his question, “Surprised ... troubled ...”
Mr. Obama said, “I’ve got—what was the first one?”
Mr. Zeleny repeated, “Surprised ...”
Mr. Obama repeated, “Surprised ...”
Mr. Zeleny repeated, “Troubled ...”
Mr. Obama repeated, “Troubled ...”
Mr. Zeleny repeated, “Enchanted ...”
The president said, “Enchanted,” then smiled and added, “Nice,” evoking more laughter.F63.1
Barack Obama had carefully listened to the question, confirmed that he had listened by restating what he heard, and then reconfirmed by writing what he heard, sending a clear message of his attentiveness.
Compare his approach to the usual evasive response from most politicians. We have learned to tolerate, if not endure, nonanswers from politicians, but no man or woman can get away with evasiveness in business. However, business presenters often give the appearance of evasiveness because they handle multiple questions poorly. They do so not to evade, but because they don’t address a convoluted question fully. Nevertheless, the net effect is the same: not listening.
Take a lesson from the president. Next time someone asks you a set of long, rambling multiple questions about your presentation, reach for your pen, start writing, and confirm what you heard. Or simply pick one of the questions, answer it, and then say, “You had another question.” Just as the Times’ Jeff Zeleny did, your questioner will repeat the question.
Use your brain to think about the question and the answer, and leave the remembering to the rambler.
64. If I Could Tell Jon Stewart...: Talk Shows Include Listening
After a long, intensive career in broadcasting, I went cold turkey on the medium and stopped watching television, except for news, football, and a few select programs. One of the select of the select, the only series on my DVR, is The Daily Show. Its appeal:
• Format. Pure television, not televised radio
• Intelligence. Adult, not talking down to the audience
• Expression. Both sacred and profane, not bland pap
• Timeliness. Current, not designed for reruns
• Point of view. Innovative, not imitative
And the greatest appeal is Jon Stewart, the star and spirit behind the series, whose talent (and, frequently, humor) is over the top. I’m addicted to the show.
Yet if I could offer one piece of advice to Mr. Stewart, it would be to do more listening to his guests during interviews and less interrupting. Jon Stewart’s illustrious predecessor, Johnny Carson, the king of late-night television, got as many laughs per minute as does Mr. Stewart, but Mr. Carson drew more out of his guests. The king’s approach: listening and reacting. His reaction, more often than not, was a silent mug.
Jon Stewart’s rubbery face can mug with