Exercise 6.5. Look at the questions below. Make them more polite leaving out negative words or avoiding words which sound aggressive / have a negative meaning.
1 Aren’t there better solutions? – You want to know if _____________________.
2 Do you honestly believe we can get the contact? – You’re asking whether I think it is possible _______________________.
3 Do you really think this will work? – If I could just rephrase your question, you’d like to know __________________________________.
4 Do you honestly think we can rely on their firms for money? – You’re asking me whether ____________________________________.
5 Isn’t there a better way to reduce the rate of inflation? – So, if I understood you correctly, you would like to____________________________________________.
6 What would that mean for us? – Do you mind telling me___________________.
Exercise 6.6. In pairs, brainstorm all the possible phrases used for responding to the question that you don’t understand.
Exercise 6.7. Complete the advice for responding to the question that you don’t understand or you don’t know the answer to it. Use the words and phrases in the box below.
| if I understand; for clarification; repeat a question; in other words; Could; be honest; at the moment; I’m afraid; If I could just rephrase; I’m sure; I’ll try to find out; a statement |
If you do not understand the question, politely ask the person to repeat it or explain it. You can use the following phrases for asking (a)_____:
Ø I’m sorry. (b)_____ you repeat your question, please?
Ø (c)_____ I didn’t quite catch / understand your question.
Ø So, (d)_____ you correctly, you would like to know whether …
Ø So, (e)_____ you would like to know whether …
Ø (f)_____ your question, you’d like to know …
You can simply (g)_____, using the same words in the same order, but using falling intonation. The question then becomes (h)_____.
If you don’t know the answer to a question, (i)_____ and say it. Offer to find out or name a person who can answer the question. You can use the following phrases:
Ø I’m afraid I don’t know the answer to your question, but (j)_____ for you.
Ø I’m afraid I’m not in a position to answer that question (k)_____. Perhaps next time I’ll be more competent.
Ø Sorry, that’s not my field. But (l)_____ my colleague Peter could answer your question.
· Look at the completed advice. Which do you think is the best one? Why?
Exercise 6.8. Here are extracts from different presentations. Choose the best response for each of the following questions. Explain why this response is the best one.
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1 Are there any cases when the cargo transport unit shall not be accepted for carriage? Shall the ship carrying dangerous goods in packaged form have any documents? What shall be done when an incident takes place involving the loss or likely loss overboard of dangerous goods in packaged form into the sea?
a. What is your question exactly?
b. You’ve raised three points there. Let me take them one by one. First, if there is any suspicion that a cargo transport unit in which dangerous goods are packed is not in compliance with the requirements of SOLAS 74 Convention.
c. So, you want to know w hat shall be done when an incident takes place involving the loss or likely loss overboard of dangerous goods in packaged form into the sea . Well, that’s essential question.
2 I’m really not happy with the way you went about this. What went wrong?
a. So, you’re asking about what errors we have identified in the system.
b. I’m sorry you’re not happy.
c. Nothing went wrong actually.
3 Don’t you agree that the second option is actually better?
a. No, I don’t.
b. So, you would like me to run through the advantages of the second option in more detail.
c. You’re asking me whether I agree with you or not.
4 I’d like to ask a question about your third option.
a. If you don’t mind, I’ll be addressing that point later in my presentation.
b. That’s not relevant at the moment.
c. I don’t want to answer that now.
5 So, that’s the engineering plan, but what about the budget?
a. The budget’s not my job.
b. I don’t know anything about money.
c. Suppose, our financial director is probably the best person to answer the question.
6 Could you tell me about noxious liquid substance. What does it mean?
a. No, I can’t understand you.
b. I didn’t get that. Could you repeat your question in other words?
c. Sorry, no, my English is not good enough.
Read & Reflect
| Useful Information How to Improve the Way of Dealing with Questions There are several ways of dealing with questions. Clarifying questions: I’m afraid I didn’t quite catch that. I’m sorry; could you repeat your question, please? I’m sorry, but I missed that. Could you say that again, please? I’m sorry, but I don’t quite follow/understand/see what you mean. Could you just explain that some more, please? So, if I understood you correctly, you would like to know whether... If I could just rephrase your question. You’d like to know... Let me just check that I have understood your question. You’re asking... Checking whether the questioner is satisfied: Does that answer your question? Is that clear/OK/clearer now? Can we go on? Is that the kind of information you were looking for? Responses to good questions: Good point. I’m glad you asked that/brought that up. That’s a very good question. That’s actually a question I frequently get asked. That’s interesting. Admitting you don’t know: Sorry, I don’t know that off the top of my head. I’m afraid I’m not in a position to answer that question at the moment. I’m afraid I don’t know the answer to your question, but I’ll try to find out for you. Interesting question. What do you think? Sorry, that’s not my field. But I’m sure David Watson from Department of prices could answer your question. I’m afraid I don’t have that information with me. Responses to irrelevant questions: Well, I think that goes beyond the scope of my expertise/presentation. To be honest, I think that raises a different issue. That’s not really my field. I’m afraid I don’t see the connection. Negative responses to questions: Not quite. Not necessarily. Not as a rule. Hopefully not. I don’t think/believe so. Hedging – not saying yes or no: It depends. On the whole, yes. Not if we can help it. To some extent. Postponing questions: If you don’t mind, I’ll deal with/come back to this point later in my presentation. Can we get back to this point a bit later? Would you mind waiting until the question and answer session at the end? Perhaps we could go over this after the presentation. I’d prefer to answer your question in the course of my presentation. |
Exercise 6.9. Remember, when answering questions during or after your talk:
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ü listen carefully and make sure you have understood the question correctly;
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ü reformulate the question if necessary;
ü if you want to postpone the question, say why politely;.
ü if you don’t know the answer, say so and offer to find out;
ü answer irrelevant questions politely but briefly;
ü check that the questioner is satisfied with your answer.
In pairs, make a list of questions which you might be asked about your presentation. Then take turns to ask each other. Use the language from Read & Reflect Section above to help you.
Exercise 6.10. Sometimes you have to deal with interruptions or unexpected questions during the presentation. What do you think is important when you want to interrupt anyone?
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