When it co mes to answering questions on our feet, most of us think we''re pretty goo d. This enthusiasm is tempered severely when we encounter extremely diffic ult and tension filled situations, usually when the questioner is emotiona l, irritating, intentionally trying to embarrass us, or disrupting the pro ceedings. Handling emotional questions and questioners is often grueling a nd gut wrenching.
The questions themselves may be relatively straig htforward. It is the emotionalization of the question, or bringing up sens itive topics, that leads to discomfort and, perhaps, a feeling of inadequa cy, even fear, in dealing with these situations.
This program is de signed to share simple, sensible, positive, and specific techniques that c an give you the self-assurance to move ahead. You''ll gain an understandin g of the nature and patterns of these tough questioners, while recognizing the emotional triggers that generate irritating behavior. The presentatio n will involve a seven-step process to deal with emotionally charged situa tions. It''s a process that helps impose order, purpose, and the useful st ructuring of information to reduce emotion, help people feel comfortable, and put you in control.
Whether it''s a plant closing, an angry emp loyee meeting, aggravated neighbors, or outraged employees or public offic ials, this program will help you get a handle on managing the situation mo re humanely and confidently, for your benefit and for those asking the que stions.
These are valuable concepts you can use to coach and teach others.