Presentations - Handling Difficult Questions

Before the presentation, anticipate the six most likely difficult questions your group will ask and practice your answers.
Also, plan how to answer the easy questions. For each one identify two or three key points you wish to make and practice them. Avoid the temptation to talk for too long on questions you are comfortable with.

Pause before answering, then respond succinctly with (at least an appearance of) confidence.
Maintain eye contact with the entire audience, not just the questioner.
When a difficult question is asked ask for clarification: it will give you more time to prepare a response.
If you do not know the answer to a question, then ask a colleague or even ask the audience. Do not guess, admit that you don’t know but offer to find out and contact the questioner later.
Rephrase hostile questions in neutral terms.
If you have a persistent questioner, suggest that you discuss the issue during the next break.
Always try to turn negative questions into positive points (i.e. ‘we’ve all learned from our mistakes and things have improved’).
Don’t finish on the last answer. Close on a high note by repeating your key messages.

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