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Stay Above the Fray: Give Respectful Answers to Difficult Questions Dawn Pepsnik, MEd, MS, RN-BC; [email protected] Jeff Zurlinden, MS, RN-BC; [email protected] Abstract – Nursing Professional Development (NPD) specialists encounter challenging questions in their day-to-day practices. By listening attentively, they can quickly assess the real question, as well as answer diplomatically and accurately while remaining poised and professional. Difficult questions often fall into four different categories: requests for specific information requests for uncertain information requests for off-topic information expressions of opinions or displeasure NPD specialists would like to improve their skills when answering difficult questions from patients, colleagues, and others during classroom, or e-mail communications. Learn how to maintain control of your answer, as well as the question, the person asking the question, others hearing the question, your time, and your composure. Regardless of the kind of question, you can improve your response by using the four Cs: 1. Control 2. Clarify 3. Content 4. Closure Establish Ground Rules Questions now, later or throughout? Open the Floor for Questions 2014 ANPD Annual Convention July 16-19, 2014, Orlando, FL Listen Attentively & Assess the Intent of the Question Specific information? Uncertain information? Off-topic question? Expression of opinion or displeasure? Confirm the Question Remain calm and non-judgmental (words, tone & body language). Manage expectations. Clarify the objectives of the encounter. Am I the best person to answer the question? If not, then who would be the best person? Identify Level of Interest Seek consensus of others’ interests. Answer now or later. One on one or as a group. Answer the Question Respectfully Be honest. Be clear. Be concise. Avoid over answering. Reframe negatives to positives. Use appropriate health literacy language. Admit when you don’t know the answer. Verify the Answer Seek feedback, did this answer their question? Negotiate how and when to provide additional resources. Escalate as needed. Redirect to audience’s experiences, as appropriate. End positively and with a sense of completion. Move on to the next question. • Emphasize Benefits Reframe when necessary. Address all benefits for the questioner. References: — Gallo, C. (2009). The Presentation Secrets of Steve Jobs: How to Be Insanely Great in Front of Any Audience. Columbus, OH, McGraw-Hill. — Steele, W. (2009) Presentation Skills 201: How to Take it to the Next Level as a Confident, Engaging Presenter. Parker, CO, Outskirts Press. — Toogood, G. (2010). The New Articulate Executive: Look, Act and Sound Like a Leader (2 nd . Ed.). Columbus, OH, McGraw-Hill. — Weissman, J. (2013). In the Line of Fire: How to Handle Tough Questions...When It Counts (2 nd ed.). Upper Saddle River, NJ, Pearson Education. — Weissman, J. (2009). The Power Presenter: Technique, Style, and Strategy from America's Top Speaking Coach. Hobeken, NJ, Wiley. — Weissman, J. (2013). Winning Strategies for Power Presentations. Upper Saddle River, NJ, Pearson Education. — Dickens, C. & Piano, M. R. (2013). Health Literacy and Nursing: An Update. American Journal of Nursing, 113 (6): 52-58. — Dickens, C. Lambert, B. Cromwell, T. & Piano, M. R. (2013). Nurse Overestimation of Patients’ Health Literacy. Journal of Health Communication, 18: 62-69. Summary CONTROL (Response cycle repeats) CLARIFY CONTENT Regain the Floor CLOSURE CONTROL (Response cycle begins)
