We’re in week three of our month-long series of Points on “Winning Presentations.” You can see the first two weeks—detailing what to do before and during a successful presentation—at www.corsini.com. While there, I invite you to click on the link to “Corsini’s Rainmakers & Leaders Club,” where we cover many of these same topics in an interactive group setting. These meetings are based, in part, on the Toastmasters International communications model. Toastmasters is a proven method to develop and hone communications and leadership skills. (If you want to know more about this organization, go to www.toastmasters.org.)

Up to now, we’ve been talking about prepared presentations. They can be difficult enough, but what do you think is more challenging than giving a prepared speech? Giving an impromptu speech! So today’s Point will concentrate our efforts there. Our tips on how to handle impromptu speaking also serve to help you during the question-and-answer part of a prepared presentation.

Because everyday life has no script (and, really, thank goodness!), opportunities for impromptu speaking happen all the time. This might occur during a private conversation on the phone or with a group of parents at the ball field. It might happen if you are called upon to say a prayer at your place of worship or introduce someone at a cultural event or at a business meeting. The question-and-answer part of a prepared presentation often counts as impromptu speaking, too. The possibilities are endless—and usually unexpected.

Unfortunately, a great many businesspeople are ill-equipped to handle these situations. Today we’re going to give you the tools you need with a simple, five-step model.

The five steps are:

1. Listen.
2. Pause.
3. Confirm.
4. Respond.
5. Stop.

Now, let’s discuss each of these steps in detail.

1. Listen. During our Point series about The 10 Biggest Mistakes Salespeople Make, we told you that not listening is one of the worst and most common mistakes businesspeople make. We encouraged you to develop your active listening skills, and we now suggest you put them to use here as well. Before you open your mouth, listen. Really listen. Before you can formulate a response or a worthwhile statement, you have to know what someone is asking of you!
2. Pause. Another major mistake people make when someone asks a question is that they answer too quickly. Generally, we don’t give ourselves enough time for critical thinking before we respond. A lot of people anticipate what they think the other person is asking them, and they might begin answering the question even before the other person finishes asking it. Pausing prevents you from stepping on their words, and it allows you time to formulate an appropriate response.
3. Confirm. The #1 most effective way to make sure you understand someone’s question is to repeat/reframe that question. By confirming the question, you do three important things. First, you make sure you are actually answering the question. Second, repeating or reframing the question is especially critical in a large gathering because it makes sure everyone else knows what the question is, too. Third, it gives you that all-important pause we just mentioned, which allows you to better formulate your response. Professional speakers do this all the time, and so should you.
4. Respond. Now you are ready to respond. You have actively listened to the question; you’ve paused to gather your thoughts and to make sure the other person has finished speaking; you’ve reframed the question, gathering agreement of what they are asking and making sure everyone else knows this, too. Now, it’s your turn to respond clearly and concisely. You can do it!
5. Stop. We include stopping as the final step. While that might seem way too obvious, people often make the mistake of over-responding. People over-respond to questions or statements for several reasons. First, if they are not sure what the question actually was, they try the “data dump” model. The thinking here is: “If I give them all the information I know, maybe I’ll get lucky and answer their question.” Or sometimes the person responding wants to show how much they know about a subject. This is rarely useful and pretty much always annoying. And, finally, some people just ramble. Respond in a respectful, informative way, keeping to the point.

Next week, we’ll discuss what to do after a presentation.

Impromptu speaking is by its very nature more challenging than giving a prepared speech. (That’s why you see presidential candidates practice for weeks before a debate.) But it shouldn’t be that hard—especially if you follow our five-step model. Begin by actively listening to someone’s questions. Hear them out. Second, pause to make sure they are finished with the question and to give yourself some time to carefully consider your response. Third, confirm what you think they are asking by reframing their question. Once you have agreement on the question, respond carefully and concisely. And, finally and perhaps most importantly, know when to stop. Remember the classic adage: People want to know what time it is, not how to make a watch.