Sean D'Souza: Welcome answers to tricky questions

If you're a trainer, there's one scenario that's almost impossible to avoid. It's the scenario where you see a hand going up.

The participant is about to ask a question.

And there's nothing wrong with the question, except that it's out of left field. The participant asks: "How do I blazaboo the configulation spectroconfiture on the grinolatieur?"

Ugh! You're trapped!

You have no clue what's being asked. Or you probably have a vague idea, but you're so tired that your brain refuses to function.

At this point, most presenters seem to hedge. They either give a really crappy answer. Or they say: "I don't know the answer. Let me get back to you."

And getting back to the participant is fine, but why postpone the answer?

It's obvious you've been caught off-guard. Why not get back on to the right footing again?

And how do you get back to your right footing?

Here's what I do: I'll turn to the audience. and say, "Does anyone have the answer to this question?"

And invariably someone will have an answer.

Now at this point something wonderful occurs. Not only do we get one answer, but we get several. And they are rich in examples, or applications. Often, the question will lead to other questions and angles that haven't been considered before.

In fact, that's what happened in one of our live workshops. A client, called Claude, asked a question regarding marketing schools. I, of course, had no clue what to say. I haven't marketed schools, and heck, I was tired. I'd been on my feet for about two days, and a question out of the blue is like a bazooka aimed at your head.

So I simply turned over the question to the group. And they came up with dozens of answers.

Claude scribbled a sheet full of points. Things I could never have thought of, even if I was able to answer his question. And when everyone had finished giving him this gusher of answers, I was able to chip in as well. I was able to summarise, and also give him yet another angle.

Which is why you never have to play know-it-all.

Or the "I'll-get-back-to-you" person either.

You can simply turn the question over to the crowd, and the answers will pour forth.

But there's a little clause you must pay attention to, before you begin your training.

You need to make your audience feel safe.

I first create a safety zone in every workshop, training or even on a course online. This means that the rest of the audience feels confident enough to pitch in.

And the way to create this safety zone is by announcing that it is a safe zone to begin with, that no answers are silly answers, and that all discussions will be more than welcome.

Once you create the safety zone, you've set the stage for a great training session. But most of all, when you see that hand going up, you don't feel fear.

Because now you can just turn to the rest of the audience and get the answers you need. What's more, you end up creating an even greater safety zone.

And that's an environment where learning and discussion really thrive.

So in conclusion:

* Don't hedge.

* Turn the question over to the audience.

* Make sure the audience is comfortable right from the start.

* Use this method of turning the question to the audience several times over.

I sure do!

Sean D'Souza is chief executive of Psychotactics and an international author and trainer.

www.psychotactics.com