Articles: Handling Questions & Answers

Keeping participants involved requires that you ask questions to the group to keep the discussion lively.

You should ask questions of the group when: " You need more energy, attention and participation from people. "

• You need to know how well you have been understood by individuals in the group.
• You are talking too much and want more interaction.
• You want to test new ideas and concepts to gauge audience reaction to them.
• You are unclear what the correct answer is, but you want the discussion to help determine the answer.
• You want to lead the group to a conclusion or answer which you would rather have them make on their own.

Tips for Handling People's Questions and Answers

• Require people to answer so they can be heard by all.
• Give credit for good answers and encourage success.
• When appropriate, let other class members answer a person's question.
• When writing a participant's answers on the board, use his/her exact words if possible.
• Avoid judging people's answers too harshly, or arguing with them.
• Make sure you have heard the "real question" or hidden agenda before you cut people off and give the answer.
• If you do not know the answer, say so!

Clarify which kind of question you are being asked:

• Content questions--audience member asks for specific facts or information. Handle by giving specific answers.
• Context questions--audience member asks why; they challenge the assumptions behind your material. Handle by validating the questioner's concerns, and show that you understand his question before answering.
• Hidden agenda questions--audience member asks a question, but his/her intent is unclear; may be to get attention, to put another down, or to make a point which is not apparent at the time. Handle by not resisting the questioner, but gently maintaining control, including cutting off the discussion if it is leading the discussion off track.

If you have more questions than your time allows, tell people that you will try to answer their questions on a break or after the class meeting.

Remember: Not everyone will be interested in an audience member's question. Look around before, during and after answering a question, so that you can gauge people's interest. This will tell you how much time and energy to give to it, and whether other participants should help you answer it.

Types of Questions
Questions create participation and invite discussion and better learning. Practice using these three types of questions:

1. Single out ONE participant to answer the question.

EXAMPLE: "John, what do you think are the primary reasons why a manager is so often afraid to delegate?"

PRO'S: Wakes people up; increases energy in the class; gives you added control and authority; gives the person who will answer the question the chance to prepare a response.

CON'S: Increases people's stress level; breaks relaxed atmosphere; may embarrass individuals who don't have answers or who say "off the wall" things.

2. Ask the whole GROUP a question, letting volunteers answer it.

EXAMPLE: "Who can give us some good ways to overcome employee resistance to management change in policy, procedure, or methods or production?"

PRO'S: Allows those who are unable or unwilling to answer to remain quiet and comfortable; allows people to learn from each other; gives a number of answers to a single question, thus allowing a broader understanding of a topic.

CON'S: Gives more talkative class members the opportunity to dominate the discussion; may bring up issues or answers not germane to the discussion.

ADVICE: After asking a question, wait several seconds for an answer. If no one answers, you can: a. Prompt an answer, by giving a hint or an encouragement ("Come on, this isn't such a hard question!"). b. Rephrase the question so that it is more clear. c. Answer it yourself.

3. Ask a QUESTION, wait a few moments, then call on an individual or the group as a whole.

EXAMPLE: "What is the main reason a newly-hired employee would fail badly enough to be fired during the first 90 days of employment? (Silence) Cynthia?"

PRO'S: Lets everyone think the question over before having to answer; this builds suspense among participants as to who will have to answer; allows you a few moments to gauge the group's reaction before determining who to call on; allows you to maintain control of the discussion, and have authority and credibility.

CON'S: May increase stress or nervousness among the participants; may catch people "off guard" and unprepared to answer.

ADVICE: Read the non-verbal signals carefully. Try not to call on people who would be unable to answer, unless you have a special reason. Make sure that everyone fully understands your question before you ask an individual.