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PresentationTechniques

Copyright® 1983-2016The Communication CenterAll rights reserved. Printed in the United States of America. No part of this book may be used or repro-duced in any manner without written permis-sion except in the case of brief quotations embodied in critical articles or reviews. For additional copies or information contact:

The Communication Center®

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The Communication Center has been an internationally recognized leader in communication coaching and consulting since 1983. Our expert team of coaches and consultants deliver highly interactive, custom-designed sessions around the world. No matter how challenging the issue, the audience or the interview, let us help you become a compelling communicator.

JEANNE MESERVEEXECUTIVE COMMUNICATION COACH THE COMMUNICATION CENTER®

Jeanne Meserve has woven words and images into compelling stories as an anchor and correspondent for CNN and ABC News, winning two Emmy Awards, a Peabody Award, and an Edward R. Murrow Award. She now travels the world helping clients from top corporations, government, and the non-profit and educational sectors tell their stories as Director of Training for The Communication Center.

Meserve is an accomplished moderator and public speaker, and is President of Shore Road Multimedia (www.shoreroadmultimedia.com), a communications firm recognized for its expertise in homeland security. She is a Senior Fellow at the George Washington University Homeland Security Policy Institute, and a member of the Aspen Institute Homeland Security Advisory Group.

At CNN Meserve covered intelligence, law enforcement, cyber, aviation, border and port security. She was the first to report on the devastating flooding in New Orleans after Hurricane Katrina, and also covered the Washington snipers, the Elizabeth Smart kidnapping, the Virginia Tech shootings, and the international tug of war over Elian Gonzales. She anchored CNN’s worldwide coverage of the Yitzhak Rabin assassination and the death of Princess Diana. As a State Department Correspondent for ABC News, she reported from China, the Middle East, and Europe. She continues to work as a freelance journalist.

Follow her on Twitter@JeanneMeserve.

NOTES

PAGE | 1Copyright © 2016 BY THE COMMUNICATION CENTER 1-800-929-7774

CORE CONCEPTS IN COMMUNICATION

BE CLEAR You want to be understood, so make yourself understandable. Say exactly what you mean. Steer clear of complicated language and technical jargon.

BE CONCISEGet right to the point.

BE COMPELLINGBe interesting to watch and listen to. Be energetic. Show and transmit your enthusiasm for your topic.

BE CANDIDOnce lost, credibility is hard to recover. Never put it in jeopardy.

BE COMFORTABLEShow your own personality and find your own voice. Be authentically you. Stay calm and collected even under pressure.

Some speakers stand close to the audience when they tell stories. This reinforces the sense of sharing.

NOTES

Copyright © 2016 BY THE COMMUNICATION CENTER 1-800-929-7774PAGE | 2

SPEECH ANXIETY

It is perfectly normal to be nervous before giving a big presentation…and it can be useful. You can harness your anxiety to give dynamism and passion to your remarks.

Use these tips to help stay calm and in control.

PREPARE. Practice your speech until you are comfortable with the content, particularly the opening. If possible, rehearse in the room where you will be presenting. Familiarize yourself with the stage, the lighting, and the sound system.

BREATHE DEEPLY. This will slow down your heart rate, calm your nerves, and steady your voice. Try inhaling through your nose for a count of four, filling your belly. Hold your breath for a beat, and then exhale slowly and steadily for a count of 6. Repeat.

VISUALIZE. Think confidently. Picture yourself getting an enthusiastic response from the audience. Athletes use this technique to maximize their performance, and so can you.

TAKE THE FOCUS OFF YOURSELF. Mingle with the audience before your presentation. It is easier to talk to people you know than to total strangers, and putting your attention elsewhere will keep you from worrying about your nerves.

DO IT AGAIN. The more often you give speeches and presentations, the easier they will become.

Remember you are the only one who knows how nervous you are. Sweaty palms and quaking knees aren’t visible to anyone in the audience.

NOTES


KNOWYOUR AUDIENCE

A crucial consideration before giving a presentation is this: who do you want to reach and influence?

If you are going to have an impact on their thinking, it is important to understand who they are and what they care about.

Their perspective may be influenced by:

DEMOGRAPHICS. What is their age, educational level, economic status, lifestyle, and nationality, for instance?

VALUES. What do they care about most?

ATTITUDES. Does your target audience already have an opinion about you, your organization, or your issue? Is it hostile, positive, or neutral?

KNOWLEDGE. What do they already know about your topic? Are they familiar with key terms and concepts, or will you have to simplify your approach? You would, for instance, speak in a different style for a group of high school students than you would for a professional organization.

EXPECTATIONS. What do they want to know? Do they expect you to provide information, argument, a policy position, recommendations, or inspiration?

NOTES


THE WI I FM FACTOR

Every person in every audience is motivated by one simple phrase: “What’s In It For Me?”

Each audience has serious interests, needs, and concerns of its own. Analyze the perspectives of your key audiences and consider how they are likely to receive what you have to say.

Determine whether there are areas of mutual interest. Underline them. If you reframe your messages to better meet their expectations and values, you are more likely to make a connection and have an influence.

Get inside their minds and discover their interests and values. Then acknowledge them. Decide where you might have mutual benefits and point them out.

WIIFMWhat’s In It For Me

Understand their issues and concerns.

Frame your messages from their points of view.

Critical tool to connect to target groups.

Analyze why they should care about your ideas or your issues.

REMEMBER: The power of WI I FMs is to remind you of your audience’s immediate and long-term interests. Your most persuasive messages will address those interests and concerns foremost.

NOTES


DELIVERY TECHNIQUES:BODY LANGUAGE

Body language and facial expressions are the most crucial aspects of communication. They telegraph your moods, thoughts, and emotions to others. They can underline…or undermine… the meaning of your words.

In a presentation it is particularly important for you to project that you are comfortable, confident, and credible.

Stand tall and sit up straight to show that you are open and friendly.

Avoid crossing your arms, clasping your hands, or clutching a lectern, which can be seen as defensive, nervous or insecure. Relax your arms and hands.

Gesture naturally. This will make you more interesting to watch.

Gestures can energize your remarks and emphasize your key points. Research suggests gesturing will help you speak with more clarity. Avoid gesturing above your shoulders. It is distracting.

If you are standing, plant your feet shoulder-width apart and distribute your weight evenly.

Avoid tilting your head and tucking your chin.

Do not fidget with your hair, jewelry, glasses, or clothing.

Be aware that covering the mouth, touching the nose, and scratching the neck can be interpreted as signs of lying.

Research shows that your body language not only affects how other people see you, it affects how you perceive yourself. For more information check out this TED talk by Amy Cuddy: http://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are

The guidelines given here are applicable primarily to Western settings. It is important to note that body language is interpreted differently from culture to culture. Western-style body language may be viewed as lacking in finesse, disrespectful, or downright offensive in other parts of the world. It is crucial that you be attentive to global variations in the norms for greetings, physical proximity, touching, eye contact, facial expressions, insult gestures, tone of voice, and listening behaviors.

Observation is your best tool. Allan and Barbara Pease, the authors of “The Definitive Book of Body Language” (Bantam Books) suggest watching foreign films with the sound off and without subtitles. Additional resources include: Roger Axtell’s “Gestures: Do’s and Taboos of Body Language Around the World” (John Wiley & Sons)

Terri Morrison’s “Kiss, Bow, or Shake Hands” (Adams Media)

NOTES


DELIVERY TECHNIQUES:FOCUS ON THE FACE

Just think how much information is transmitted with a smile or a frown. Your face and its expressions are a critical part of nonverbal communication, especially when you are at the front of a room giving a presentation.

Keep an open facial expression and a relaxed mouth. Avoid furrowed brows.

Match your expression with your message. Smile when it is appropriate to convey confidence, openness, and

good news.

Be aware that smiling too much can be seen as an indicator of nervousness.

Facial expressions for fear, anger, happiness and sadness are similar throughout the world, but norms for eye contact vary widely.

FACE

Where do you look when you are giving a presentation? Not at your text. Not at your PowerPoint slides. Not at the back wall. Look at individuals in the audience.

Look audience members in the eye to establish your trustworthiness and demonstrate your confidence.

Deliver an entire sentence maintaining eye contact with one individual. Looking away too quickly can indicate distraction, discomfort, and concealment.

Make eye contact with audience members in different parts of the room, but avoid scanning the room like a searchlight.

If you are struggling with nerves, always look for friendly responsive faces first.

Darting eyes indicate the brain is searching for an escape route.

Excessive blinking is a sign of distraction or distress. Try to control it.

As you look around the audience gauge reaction to your remarks. Are individuals engaged and responsive or are they distracted and bored? Recalibrate your delivery if you need to.

EYE CONTACT

Remember that in some cultures, including Japan, extended eye contact is perceived as disrespectful or aggressive. Adjust accordingly.

NOTES


TO READ OR NOT TO READ?

How do you manage to look at the audience when you are reading your speech or presentation?

You should practice and prepare with the goal of speaking without a text. If you have watched TED talks you may have noticed that the speakers use no notes at all.

If you are not comfortable “flying without a net,” or do not have enough time to practice, consider using bullet points to trigger your memory. It is easiest to use bullets if they are short, simple and printed in a large font.

There are some instances, however, when talking from a text is necessary, or even essential.

Do not staple the pages of your presentation together. Use a clip, and remove it when you are speaking. This will allow you to slide pages to the side as you finish reading them.

Use a large font so your speech is easy to read. Consider putting text only on the right side of the page. The left half

can be used for cues that will tell you when, for instance, to change slides or change tone.

Some people prefer to print their text only on the top half of the page. This prevents their having to tuck their chins to read the bottom.

Highlight key phrases. This visual reminder will help you give proper emphasis to your important messages.

It can be a challenge to maintain your connection with the audience when working from text or notes.

Keep them engaged by practicing this technique:

You may need to practice rhythm of eye contact to use it comfortably, but it’s worth it. It allows you to maintain eye contact with your audience while reading.

RHYTHM OF EYE CONTACT

When working with text or notes, practice the Rhythm of Eye Contact (ROE)

WHEN YOUR EYES ARE UP, YOUR MOUTH IS MOVING

WHEN YOUR EYES ARE DOWN, YOUR MOUTH IS SHUT!

NOTES


DELIVERY TECHNIQUES:VOCAL VARIETY

Your voice helps establish your authority. It can make you interesting…or boring. Used effectively, your voice transmits energy, enthusiasm, and emotion.

Not everyone is blessed with a wonderful speaking voice, but most of us can improve it with relaxation and proper breathing.

Loosen your jaw and throat before your speak by moving your jaw from side to side.

Breathe deeply into your chest cavity allowing your stomach to expand. When you exhale use your diaphragm to power the air past your vocal chords. This will give your voice resonance, strength, and power.

Drink warm water. Avoid cold water, dairy products, and caffeine.

Analyze how the best news anchors speak. Their delivery underscores the meaning of key words and draws attention to important phrases. Borrow their techniques.

Match your tone to your message. An inappropriate tone will undercut your words.

Vary your inflection, pace, and volume. Be animated and interesting to listen to.

Use pauses to draw attention to key phrases.

Avoid an upward pitch at the end of every sentence. It makes you sound tentative.

Avoid speaking too fast or too slowly.

Record yourself and listen carefully to your vocal quality and delivery. Don’t like it? Try it again. Experiment with rhythm and inflection to accent different words and phrases. Try to inject different emotions into your voice. Remember to breathe properly.

NOTES


THE PURPOSEFUL PAUSE

When giving a presentation, a moment of silence is among your most useful tools.

When we write, we use CAPITAL LETTERS, bold typeface, italics, highlighting, and punctuation (!!!) to highlight important information. When speaking, a switch in volume and/or pacing can give emphasis to key points. The strategic use of pauses can as well.

Because a pause is so different from your usual pace and rhythm, it will draw the attention of your audience. It is an effective way to telegraph that you are about to say something important. Hold it long enough and it may even build a sense of suspense.

Pause after making a major point. Let it sink in. For added effect, after pausing repeat your point, and then pause again. This can be particularly useful when drawing attention to dramatic numbers.

A pause can help convey emotion, and give an audience an opportunity to absorb it.

It is good practice to pause after asking a rhetorical question. This allows your audience to formulate an answer.

A pause helps delineate the sections of your presentation, signaling that you are shifting from one major point to another.

In addition to helping the audience, the pause can help you.

At the beginning of a presentation, a pause allows you to collect yourself, organize your thoughts, and take the measure of your audience.

If you have a tendency to rush, using pauses will help you slow down.

If you have lost your place, a pause makes a check of your text or notes less awkward.

A pause, in combination with a couple of deep belly breaths, can help control nerves and/or emotions if they are getting the better of you.

Pauses are a good substitute for filler words like “um,” and “ah,” that distract from your content.

NOTES


THE PURPOSEFUL PAUSE Continued

If you are working from a text, it may be useful to mark where you intend to pause.

You don’t want your pauses to look “stagey,” so practice them during rehearsals until you are comfortable, and the pauses appear natural. It may be helpful to remember that we use pauses in everyday conversation. They have a place and purpose when we are behind the podium as well.

“The right word may be effective, but no word was ever as effective as a rightly timed pause.” -Mark Twain, American humorist and

NOTES


ACCENTS

Making a presentation in a language other than your own can be a challenge. Even speakers who have mastered grammar and usage may feel that their impact is diminished because of an accent.

It may not be a realistic goal to eliminate your accent, but it is possible to reduce it.

Determine if your accent is actually problematic. Consider how often people ask you to repeat yourself. It could be a clue. Ask native speakers if they are able to understand you. If they are struggling with comprehension, they may not be able to absorb the content of your remarks.

Slow down. Speaking at a slower rate will allow you to enunciate more clearly and pronounce words correctly. Pausing at the end of phrases, sentences and paragraphs will also help your audience understand you.

Use shorter words when possible. They are easier to pronounce and understand, and they often pack more punch.

Be careful with slang. It can be misunderstood and misused.

Pay particular attention to the endings of words. Don’t let them trail off. It will impact the meaning, particularly if you are presenting in English.

Listen to native speakers and mimic them. Newscasters are good models.

Books on tape can be useful tools, as can podcasts when they have accompanying text. Record yourself reading a section out loud. Play it back, comparing your delivery with that of the reader or podcaster.

Ask native speakers for help identifying your problem words and sounds, and ask them to correct you.

Pick a sound to work on. Select a print article, circle the sound wherever it appears, and then read the article out loud, focusing on correct pronunciation.

Pay attention to the rhythm of the language in which you will be presenting. Some languages end sentences with an upward inflection, but in English that is not always the case. An upward cadence may make your audience think you are asking a question rather than making a statement.

Practice mindfully. Set aside time every day to master a sound that challenges you.


KEEP YOUR AUDIENCE ENGAGED

Give a shorter presentation, or break your presentation up by changing pace or introducing an activity. For instance, deliver a chunk of content, take questions, and then continue.

Involve the audience when you can. Ask questions. Call for a show of hands. Make them part of the presentation.

Visuals should reinforce your messages. If you are using slides make sure the visuals are strong. Avoid using too much text or too many graphs and charts on a single slide. Props can also help demonstrate a concept or technology.

We are all wired to tell stories and listen to stories. Stories and examples can be used to illustrate a concept, increasing learning and retention. A story told well can also draw audience members in. They want to know how it ends!

Studies show that humor can increase attentiveness.

Research shows that it is harder to hold the attention of people under 30. Read your audience as you talk. If they look bored they probably are bored. Respond!

AUDIENCE ATTENTION SPANSA

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LENGTH OF PRESENTATION IN MINUTES

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EXAMPLES AND STORIES

Examples and stories can make a presentation on almost any subject more interesting and enjoyable. But stories can do much more.

You are engaging your audience when you tell a story. Brain scans show that when audience members listen to a story their brains actually synchronize with that of the story teller, as if they are having the experience being described.

A story also gives concrete form to an abstract idea. Research tells us that when information is shared in the form of a story, it is retrieved more quickly, and remembered more accurately.

For all these reasons, stories are an effective way to spread ideas and knowledge.

The right story, well designed and well delivered, can change attitudes and opinions, create buy in, and spark change. It can “hook” audience, bolster an argument, and make a theoretical argument understandable.

e speakers stand close to the audience when they tell stories. This reinforces the sense of sharing.

Keep members of your audience in mind. Understand the stories they are living. Be mindful of cultural differences. Will your story be relevant? Appropriate?

Know your goal. Does your story support your purpose? You may be trying to win the confidence of your audience, persuade them, promote collaboration, or create a sense of mission or vision. Make sure your story meets your needs.

The most effective stories have an emotional impact. Reason and logic will get you only so far if people don’t connect with you and your ideas personally. They want to understand who you are, what makes you tick, and your priorities. They want to know how what you care about, how it connects to their lives, and why they should care.

Be personal when you can. Nothing is more compelling than a personal story told with sincerity and conviction.

Mine your memories and experiences to come up with a story that resonates.

NOTES


EXAMPLES AND STORIES Continued

Keep your eye out for stories, and ask other people for theirs. Jot them down before you forget them.

Keep a file of potential stories for possible future use.

Literature, movies, folktales and news events can also provide examples that may perfectly illustrate some of your key points. If these are embedded in popular culture, so much the better.

Don’t be daunted at the prospect of recounting a story or using an example during a presentation. You do it all the time in conversation. You are a natural storyteller!

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou, author

NOTES


FINDING AND REFINING STRATEGIC STORIES AND EXAMPLES

Hitting a dead end when you try to come up with a story? Ask yourself some questions.

What experiences, good or bad, have taught you the most?

Who, or what, has inspired you?

What is the toughest problem you have faced?

When have you had the strongest sense of purpose or belonging?

When has your product or organization helped solve a problem?

Stories fall into seven basic categories: overcoming the monster, rebirth, quest, journey and return, rags to riches, tragedy, and comedy.

All of these have a beginning, middle and an end, but there are other important elements that can make your story more memorable, and give it additional impact.

Have you grabbed your audience with a strong opening? Plunge them right into the action, rather than announcing you are going to tell them a story, and telling them why.

Is there a protagonist? Strive to find someone or something that your audience can identify with. You want members of your audience to see relevance to their own lives or situations.

Is there a challenge or problem to be overcome? This will propel the plot.

Is there a resolution, or is the point of your story to illustrate the lack of an obvious solution?

Have you given enough context to your story for it to be understandable?

Have you given enough detail? Being specific and descriptive can make your stories more vibrant, but excessive and extraneous detail can bore or distract your audience.

Are you sensory? Words and language that tap into sound, smell, taste, and touch are much more evocative, and create images that are more likely to be remembered.

NOTES


FINDING AND REFINING STRATEGIC STORIES AND EXAMPLES Continued

Have you simplified and focused your story to give it maximum impact?

Is there a surprise? This can draw in an audience.

Is humor appropriate? Laughing creates a bond between storyteller and audience, particularly if the humor is self-deprecating.

Is your closing effective? Does it reinforce your reason for telling the story?

Practice your stories out loud and experiment.

Change the sequence.

Change the point of view.

Put your story in the here and now. Telling a story in the present tense gives it immediacy.

Insert or delete some details to determine what makes your story most compelling.

Divide your story, outlining the context and challenge at the outset of your talk, and the resolution at the end.

Experiment with metaphors.

Use dialogue.

Time your story. In a business setting, the optimum length for a story is considered to be three minutes.

Be creative, but try to make sure that the final version of your story illustrates your point, reinforces your message, and has the desired impact.

“There is not much use in spinning a yarn, if your

audience keeps losing the thread.” -PK Shaw, quote maker

NOTES


MAXIMIZING THE IMPACT OF STORIES AND EXAMPLES

The purpose of using a story or example in a presentation is to create an emotional bond with your audience. Your delivery has a great deal to do with whether or not you succeed.

Be yourself. A story gives you an opportunity to let your personality shine.

Be expressive. Convey a feeling, idea, or mood by using a full range of facial expressions and body language.

Use your voice effectively. Your tone can reinforce the meaning of your words and lend drama, warmth, and meaning to your story.

Even if other parts of your remarks are structured and formal, a story will have more impact if you are conversational. Try to create a person-to person bond with members of your audience.

Although practicing out loud is essential to mastering your story, memorization is not your friend. If you sound rehearsed you risk coming off as phony and insincere. Retaining a sense of spontaneity will give you leeway to react to the audience, and adjust your narrative as necessary.

If you are recounting a personal experience, try to put yourself back in that moment. Allow yourself to experience the same emotions. This will make your performance authentic and credible, and your audience will share your feelings…whether they are anger or joy, anxiety or relief.

Show passion when appropriate.

Experiment with your position on stage. Moving closer to the audience when telling a story creates intimacy and reinforces the sense of sharing.

Above all, be memorable. Give the audience an idea or experience that is so striking they will want to share it with others. If you succeed in doing this, your presentation will resonate far beyond the room where you are speaking.

NOTES


STRONG TAKE OFF

The most crucial part of your presentation is the beginning. In those first few minutes audience members will decide whether to tune you in or tune you out. If you lose them now you may never get them back. Develop an opening that is entertaining, emotional, or educational. It should grab the attention of people in the audience, connect with them, and convince them that there is more value in listening to you than reaching for their cellphone.

Some possibilities:

Tell a story or give an example. It should be directly related to your topic, and should be streamlined to include only the most important facts. Some speakers start a story at the beginning of their presentation and reveal the ending in their close. This bookend approach can give continuity and structure to your remarks.

Give a startling statistic that supports your key message. Not any number will do. It must have dramatic impact and relevance.

Ask a provocative question. Your remarks may provide an answer,

explore possible answers, or make it clear there is no answer.

Use a memorable phrase that can be repeated and used as a refrain. An example is Martin Luther King, Jr.’s “I Have a Dream” speech.

Don’t belabor the thank yous at the outset of a speech. They can drain the energy out of the room.

Practice the opening repeatedly. You want this part of your presentation, in particular, to be smooth and strong.

Anxiety is usually highest at the beginning of a speech. If the opening is well prepared it will help you get through those difficult first minutes.

NOTES


SMOOTH LANDING

Your audience will remember the last thing you say, so make it worth remembering! Wrap your presentation up with a close that leaves them with a clear message, a plan for action, or fodder for thought. Possible approaches include:

Restating your primary goal. As the saying goes, tell the audience what you are going to say, tell them, and then tell them that you told them.

Summarizing your key points. Be crisp and clear.

Offering a resolution to a problem or conflict.

Proposing a course of action. Give your audience specifics. If you asked a question in the open, you might answer it in the close.

If you have used a memorable phrase as a motif in your presentation, use it again here.

Pay careful attention to your delivery during your close. Slow down on your final takeaway message to reinforce that your topic is important. Be careful not to trail off at the end. And don’t rush off the stage. End strong!

If you are going to take questions from the audience, pause before you do. It marks the transition, and allows the last points of your presentation to sink in.

NOTES


PRESENTATION FORMULAS

We all find ourselves in situations where we are called upon to deliver short presentations or speeches with little or no preparation time (during a meeting, for example). You may know your topic well and may have a core message, but otherwise you are speaking spontaneously.

If you can simply remember one of these two quick response organizational formulas, you will be able to gather your thoughts instantly to deliver an off-the-cuff presentation.

THE “PREP” FORMULAThis formula works best for giving information.

Point State your point or core message.

Reason Share the reasons for the point and support with factual data.

Example Use a memorable example or anecdote to illustrate the point.

Point Repeat your point.

THE “ANSA” FORMULAThis formula is particularly good for presentations that call people to action.

Attention Get the audience’s attention with humor, an alarming statistic or a question.

Need Describe the need or problem.

Solution Present the solution or solicit help developing a solution.

Action Call for action from the audience in support of the solution.

Copyright © 2016 BY THE COMMUNICATION CENTER 1-800-929-7774

Q & A STRATEGY

A key element in preparing for an interview is brainstorming challenging questions. What are your critics saying? What facts and figures will they use to undermine your arguments? Is there potentially embarrassing information which a reporter could spring on you? It is useful to sort these difficult questions by topic into “buckets.” Strategize and formulate responses to each set of questions.

This will streamline interview preparation, and give you the agility to deal with tough questions.

QUESTIONS TOPIC BUCKETS YOUR MESSAGES

NOTES


WHEN YOU DON’T KNOW THE ANSWERIn any question and answer session, questions may be asked that you can’t answer. It isn’t a disaster if you know how to handle the situation.

DON’T PANIC: If the questioner sees you squirm they may respond by bearing down on you even harder.

PAUSE: Take a moment to get your head around a difficult question. It will give you time to strategize, and in just a few seconds you may come up with an appropriate answer.

ASK FOR CLARIFICATION: If the questioner elaborates or rephrases the question it may make an answer more obvious. It also buys you time.

TELL THEM WHAT YOU DO KNOW: You may still be able to give the audience valuable, related information.

BE HONEST: In some instances, it is best to be frank about not having an answer, but don’t leave it there. Offer to find the information, or suggest where the questioner might find it. If you have promised to

follow up, do so.

DON’T SPECULATE: Making up an answer can be dangerous indeed. If you speak outside your area of expertise, don’t have all the facts, or simply think out loud, you could find yourself in quicksand. Stick to what you know to be true.

No one knows everything. Don’t be hard on yourself if a question stumps you. Move past it and handle the rest of the question and answer session with confidence.

NOTES


PIVOT PHRASES

> The key issue is...

> Our first concern is...

> Here’s how we see it...

> On the contrary...

> What’s more accurate is...

> Not at all...our organization strives to...

> Let’s step back and examine what you’re asking...

> It’s constructive to debate this issue in the public view...

> The public has a right to know all sides, and our position is...

> That was the situation in the past, now we’re taking a leadership position...

> Of course we recognize we could do better, and...

> We share your concern about...

REFOCUS

REDIRECT (DENY & MOVE ON)

ASSESS

ACKNOWLEDGE & MOVE ON

NOTES


QUESTION THE QUESTION

Reframing allows you to:

Turn a negative into a positive

Shift a liability into an asset

Present problems as opportunities

Change a sense of victimization into empowerment

Alter focus from the past to the present, or the present to the future

With this technique, you can use an angry question as a springboard to hit your strongest points. It can defuse conflicts and help create consensus.

Reframing is a valuable technique for handling hostile or accusatory questions. It offers you a way to avoid direct confrontation.

Someone hurling a negative question often perceives the situation at hand through a particular lens. By reframing, you offer alternative viewpoints, changing the emphasis and shifting the focus. You are saying, in effect, “Let’s look at this another way…”

Question: Won’t changing this manufacturing process mean job cuts?

Reframe: This change will create new job opportunities, and improve the efficiency of our operation in a way that will benefit us all.

EXAMPLE:

Question: Does it mean job cuts, yes or no?

Reframe: What everyone should understand is that by improving efficiency, we’ll actually be creating new opportunities. The workforce may not look the same, but that is part of adapting to the new business climate.

NOTES


PREPARE A SECOND CLOSING

Some suggestions for launching your second close:

“Let me summarize our discussion here today…”

“Let me leave you with this final thought…”

“If there is one thing I want you all to take away from this presentation today…”

Speakers often include a question and answer segment after their presentations to generate discussion and solicit feedback.

There is no predicting, however, what the last question might be. If it is hostile or off topic there is danger that the presentation could end on a weak or negative note.

Seasoned speakers prepare for that possibility. They have a second closing which they use to wrap up the questioning, refocus the conversation, and reinforce their key messages.

A second closing should be brief. It can be a restatement of your first closing, a recapitulation of the main points in your speech, or a reiteration of your call to action.

Because it is the last thing people in your audience hear, it will be one of the first things they remember about your presentation.

NOTES


PRACTICE, PRACTICE, PRACTICE

It isn’t enough to prepare a good speech. You have to practice it. The more the better. Practice may not make perfect, but it will get you closer. It will also make you more confident in your material and your performance.

Practice out loud, in an environment as close as possible to the real setting of your speech. If you will be standing for your speech, stand during your rehearsals. If you will be using a podium, find a substitute. If you will be using visuals, put them on your computer and click through them as you would in the actual presentation.

Pay particular attention to transitions, to ensure that your speech flows smoothly.

Give extra attention to any rough patches. Go over them again and again. Practice these portions in the context of your speech, to make them less daunting. If certain sections continue to be problematic, you may want to rewrite or rephrase what you have prepared.

Edit your speech as you do your run-throughs. As you listen to yourself you may become aware of redundant or extraneous material.

Clock your speech allotting time for questions, if appropriate. Trim as necessary.

Your goal should not be memorization, but comfort and familiarity.

If you are working from a text, mark key phrases, quotes, or statistics.

Practice making eye contact. Place chairs in the room and look at them as you speak, rather than at your text. Experiment with rhythm of eye movement.

Practice in front of a mirror. Do your nonverbals support your words, or undermine them?

Shoot video of your rehearsals. During playback evaluate your delivery, body language, and substance. Even doing a critique of an audio recording can be very helpful.

NOTES


PRACTICE, PRACTICE, PRACTICE Continued

Load an audio recording onto your MP3 player. If you are traveling and have limited ability to practice out loud, listening to your presentation can help you become more familiar with the content.

Rehearse in front of a trusted audience and request honest feedback. Ask open-ended questions about what they liked, and what you might improve.

If your speech will include questions and answers, practice this too. Ask your trusted audience to challenge you.

“One important key to success is self-confidence. An important key to self-confidence is preparation.” -Arthur Ashe, tennis champion


LESSONS LEARNED

Do Again Do Differently


NOTES

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