QUESTIONING UNDER PRESSURE

As I watched with the rest of America as the unbelievable tragedy unfolded before our eyes, I paid careful attention to the TV anchorpeople in the studio, and interviewers out close to Ground Zero. Some interesting observations about how people communicate under pressure.

First, I must say that it probably isn't fair for me, or anyone, to sit in a safe office and critique someone's communication performance while one of the biggest tragedies ever is unfolding over his or her shoulder. With that said, I want to point out some of the goofy questions that some journalists asked.

Minutes after the second tower collapsed, a man in a business suit, covered head-to-toe in dust and ash, looking like a walking ghost, was limping from the scene. He was almost tackled by an newsperson from one of the cable networks. Visibly shaken, wide-eyed and staring off into the distance, he told the interviewer he was nearly hit by a hunk of metal the size of a telephone pole, and thought a person standing next to him was crushed by a car-sized piece of concrete. The reporter asked, "Were you scared?"

He followed that question with the equally brilliant, "Was it loud?"

Minutes later another reporter stopped a firefighter running to the scene. (Again, this is moments after the second tower fell.) She asked him, "Do you think there will be any loss of life?"

And the anchorpeople in the studios weren't immune to the stupid question syndrome.

Peter Jennings of ABC interviewed the CEO of Bank of America. Peter first stated that when the buildings collapsed there was a shower of paper and documents coming down like a snowstorm. Then he said to the CEO, "What happened to your documents in the building?"

I about fell off my chair. I don't recall the CEO's specific answer which was very diplomatic, although I wouldn't have blamed him for saying, "Whaddya THINK happened to our documents, genius?"

A journalist that I admire as being on the ball, normally, is Tony Snow from Fox. He let one slip as well. Speaking to Colin Powell the day after the attack, he asked, "Can you tell the American people, without a doubt, that the attacks are over?" 

Powell squinted, raised an eyebrow, and was probably thinking that was the stupidest question he had ever heard in his life, but calmly said something like he hopes that they are over , but there is no possible way of knowing that for sure.

For the most part, the TV people did a great job, given the circumstances. And there were some very fine performances. Matt Lauer of the NBC's Today Show interviewed the mother of one of the men who likely overpowered the terrorists on the plane that crashed in Pennsylvania. He asked her to discuss the phone conversation she had with her son. She mentioned how she had "heard some commotion" in the background during their call, and then continued talking. Lauer let her finish, then said, "You said you heard some commotion. Can you describe that for me?" 

She went on to reveal more information in even greater detail. 

Lauer also used questions such as, "Please tell me what happened when ..." 
"Can you go into detail about ...?"

Each time, like peeling away the skin of an onion, he was able to dig deeper in the story.

THE TIE-IN TO SALES

Although I question the sanity of a newsperson who runs into debris from a falling building to get an interview or shoot some tape, I can understand how inane questions slip out in that type of tense environment. I can't count the number of times I've sounded like a babbling Elmer Fudd when questioning on a simple sales call.

So what's the key to preventing that, and sounding like the smooth, polished professionals that we are? 

Preparation and practice. 

It's easy to read questions in a training manual, book, or email newsletter. It's better to write them down in your own words. It's even better to practice them in your mind. But nothing beats saying them out loud, with another person taking the role of the prospect or customer. That's how we can at least simulate the environment we face on the phone.

Here's a simple exercise that yields great results and confidence. 

1. Brainstorm for the toughest questions and objections you hear. Especially the ones you hope you never get.

2. Write down well-thought-out answers for them. (Remember, write as you speak.)

3. Take it to the next level and think about the possible next questions they might ask, or statements they could make in response. Be the devil's advocate and prepare for the worst.

4. Continue the process. It will look like a computer flow chart or org chart for a company. 

5. Study the questions and get comfortable saying them. 

6. Finally, get someone to role play the scenario with you. Don't give them your materials. Let them come up with their own responses and follow-up questions. This way, you might come up with some you didn't initially think of.

To even further simulate tense environments, instruct your partner to be adversarial or combative. Just like real life at times.

Make this a part of your practice routine and I know, regardless of how good you are right now, you'll improve your communication and questioning skills and always sound smooth and prepared in any situation.

QUOTE OF THE WEEK

"Unless a person has trained himself for his chance, the chance will only make him ridiculous. A great occasion is worth to man exactly what his preparation enables him to make of it." J.B. Matthews


God Bless America,

Art

Reprinted with permission from:
Contact: Art Sobczak
President, Business By Phone Inc.
Editor and Publisher, TELEPHONE SELLING REPORT newsletter
13254 Stevens St.
Omaha, NE 68137
(402)895-9399
Fax (402)896-3353
Or, e-mail to arts@businessbyphone.com