How to answer questions correctly in an interview - tips and tricks. A simple recommendation to learn how to answer questions correctly

In this article, you will learn:

How to reply to a client by mail

How to answer a customer's call

How to respond to a client with a substantiated claim

How to respond to a client on an unreasonable claim

There are always many problems in the field of working with clients. Which tone (formal or friendly) should you choose for communication? How quickly do you need to respond to the questions asked in the letter? Is it possible to answer the client's questions even before he asks them? Etc. Moreover, if you do not know the answers, then you can get into awkward situations. In this article, we will tell you how to respond correctly to a client so that your cooperation will last for a long time and be as productive as possible.

21 commandments on how to properly respond to a client

Always answer quickly.

Letters from your customers cannot be left unanswered, feedback must be sent promptly. Ideally, this happens within one to two hours. There are times when it will not be possible to answer so soon in a meaningful way due to some circumstances, you need, nevertheless, to answer immediately as soon as you see the letter, indicating the fact of its receipt and writing down the response time. The text may be as follows: “Thank you, you have received the document. We will be able to give a detailed answer within a day. "

Establishing contact. How to achieve complete understanding with the client? Find out on the training program

Treat the client like a child.

It is better if you present your client as if it is a child who has no idea about your work. The main thing in this commandment is this: what is obvious to you may not be at all obvious to the client. This means that you need to articulate or write down any trifle in detail, provide explanations for your actions and minimize the use of incomprehensible terms.

Communicate with the client as a friend.

Communication is considered productive, as close as possible to friendly, that is, without heavy and abstruse sentences, tediousness, but also without familiarity, extremely respectful. The dialogue should be structured as if you are communicating with friends at dinner: rather simple phrases, short sentences, a mixture of informativeness with a certain amount of jokes, but, of course, without excesses. Before you say any phrase, think: could you say it to your friend in exactly this form, in the same words.

How many questions, so many answers.

Usually clients in one letter ask several questions at once, unfortunately, without filling them out with a numbered list. Your task is to isolate all the questions asked from the text of the letter and answer them in the same order.

List questions.

When asking questions to the client, use numbered lists to make it easier for the client to answer them.

What's included.

When you write a description of the cost of a service, write down in detail what it includes, even if it seems to you that it is obvious. For example, if you are talking about the cost of producing a video, then write down that this includes script development, voice acting, musical design.

Constant contact.

Long-term projects that do not require the constant involvement of the client (let's say you are now drawing graphics), nevertheless, assume that you will not be lost: remind the client of yourself regularly - every three days, do not diminish the importance of constant contact. Ideally, you do it for a reason: you communicate the intermediate results, clarify whether they are satisfactory to the client. If the work does not imply a report on intermediate results, then it would be appropriate to write that you are working on an order / project and plan to send the final version in a certain number of days.

Progress report.

When you receive a letter from a client with a request, you need not only to fulfill it, but also to send a written report about it.

Emotions.

No amount of emotional / negative / inappropriate phrases and reactions of the client should not provoke you to respond rudely. Your task is to understand why the client behaved in this way and eliminate the reasons.

24/7.

Your client should think that your company works seven days a week: service services are provided 24 hours a day, 7 days a week: your company adjusts to the client, and not vice versa.

The smell from the kitchen.

The client does not need to know about the details of your work: illness, birthdays, force majeure - he only cares about the result: how and how soon you will solve his problem. There are situations when it will still be necessary to explain, but this should be done in accordance with each specific case, relying on your experience and feelings of the client.

Do more than is required: earn WOW.

When you can easily do more than the client asks for, do it without hesitation. Layout of the translation, a short version of the video, free dubbing of a couple of forgotten lines - all this will not take much time and effort, and the client will rate it as "wow". However, the line between "we can do it for free" and "this will increase the project budget by X rubles" is determined by your common sense, knowledge about the client and advice received from senior comrades.

How to find out the hidden needs of the client? Find out on the training program

Think for the client.

Step into your client's shoes whenever possible. This will help to anticipate his needs and questions, and, as a result, the answers to them: "You may still need to translate keywords for your page in the App Store" or "I think this video is not suitable for advertising on Facebook."

One step ahead.

When you read a letter from a client, try to anticipate emerging questions and answer them before they even come up. This will lead to a decrease in the number of letters and, again, a wow effect, when the client feels that he is being understood at a glance. Let's say, in response to a question about the cost of a video, it can include items such as methods and stages of payment.

Seamless pickup.

When colleagues ask to "pick up a client", it is necessary to thoroughly study the entire history of the correspondence and pick him up so that he does not even realize that his project is now led by another performer. Do not ask unnecessary questions if they are already answered in the letters sent to you. If you yourself forward the letter to a colleague - make sure that the letter / letters contain all the necessary information that will help the colleague pick up the client without noticing him.

Do not change the subject line.

When you are chatting, do not change the subject of the letter, because when a person filters letters in the mail client by subject, he usually revises the entire history of the correspondence. That is, any changes in the subject line will lead to the fact that the letter will not fall under this filter and, as a result, may be lost.

But, for example, if it happened that the topic of conversation in the correspondence went into a fundamentally different direction, then you should start a new topic, for example, you cannot discuss localization issues in the thread with the topic “finished video”.

Talking topic.

The topic should be titled in such a way that this correspondence could be found without any problems even after a long time.

Reply to all.

When there is not one addressee in the correspondence, but many, reply to all at once by clicking the reply to all button.

Summary and call to action.

At the end of each letter, there should be some summary on your part and a statement of what steps you expect from the client. That is, your task is to guide the client along the path you need, programming his actions the way you want and thereby making his life easier.

Resume after chatting on Skype.

When you have completed negotiations with a client on Skype, be sure to duplicate the results of the conversation in the letter. This is necessary so that the information remains in the history of correspondence and is not lost.

The last word.

Strive to ensure that your letter completes the correspondence: you can thank for the fruitful cooperation, wish you success with the project or have a good day.

10 principles of answering customer calls correctly

If you are looking to increase the performance of your team and increase telephone sales, you need to know how to answer the phone correctly to customers. By using the guidelines below, you can improve your performance.

When you answer an incoming call, you are obliged to solve the client's problem. Now responsibility for your entire company and structural divisions falls on you. The task of the manager is to answer the client correctly and as correctly as possible, otherwise your incorrect reaction can negate all the efforts of the marketing department, the costs of advertising campaigns and the promotion of the company.
Anyone who answers customer calls should be competent in more questions that the client can ask, as well as a clear understanding of where and to whom the call should be redirected, if he himself is incompetent in this matter.
To respond correctly to a client, you need to do it within the limits of business etiquette. You need to pick up the phone before the third signal sounds. This should be followed by a greeting, company name, your name and title. The secretary needs to inquire about how to contact the opponent, clarify the issue on which he applied to the firm, offer him assistance.
It is required to monitor the reactions to the questions asked by the client and the claims that he makes. The caller should have standard answers to the most frequently asked questions. In no case should your reaction be negative or aggressive, thank the client for the questions asked and for the fact that he turned to you. To answer the client correctly, you need to understand the question well. If you misunderstood the topic, check with the client again. Your pace should be steady, measured. The language is accessible and understandable so that the consumer does not need to strain to understand the meaning of what has been said.
To properly answer a customer on the phone, you need to use a variety of techniques and techniques. The main disadvantage is that the subscriber cannot see your face, reaction to what was said, etc. Therefore, in order to create an atmosphere of trust in a conversation, you need to constantly emphasize the moment that the interlocutor was heard, periodically repeating the main thoughts and words that were sounded in dialogue. The second party must know that you have recorded the information received.
To answer the client correctly, you also need to maintain the correct intonation, not to be boring and monotonous, so as not to lose the attention of the caller. Control your speech, speak very clearly, clearly and unambiguously.
To respond correctly to a client, you need to control the emotional side of the conversation. If you feel that a conflict is starting, do everything in your power to quickly resolve the customer's questions and concerns. However, the conversation must be meaningful in order to correctly answer the client, it is recommended to follow the chain: making the initial contact - determining the purpose of the call - resolving the customer's question - politely ending the conversation.
You need to make it clear to the interlocutor that he is important to you, show sympathy, approval. Don't interrupt and listen very carefully. If you want to turn the conversation around, take the right moment. Let the client finish his thought, and then invite him to turn to another subject of conversation or look at the problem from a different point of view.
Never make the customer wait for you, let alone wait a long time. This can cause irritation and negativity, and it will have a bad effect on the company's image. Appreciate not only your time, but also the time of the consumer, especially since for the client his time is his money. A customer you listened to and helped quickly will be immensely grateful. If the subscriber was in standby mode, for example, to clarify information upon request, be sure to thank him for waiting. He will appreciate your concern.
Each incoming call from a client is the result of the work of many departments and divisions of your company.
Remember that it is important not only the beginning, but also the end of the dialogue, because it is these parts of the conversation that the client will remember best against the background of the emotional coloring. Moreover, it is the end of the dialogue that the client will remember, since this is the final result of your conversation. Therefore, you need to take the available contact information and make a short, capacious summary of the agreements that have been reached between you and the customer. In the final, gratitude for the call should sound.

There are several ways to get away from "awkward" questions. One of the most effective is to ask a counter question. It is believed that it is unethical to conduct a dialogue in this way, but sometimes a question asked in time can put a curious boor in his place. Let's find out how to correctly answer the question with a question, in which situations it is permissible, and in which it is not worth doing.

We answer with a question to a question: options

Here are some phrases you can use to answer a tactless question (you can be replaced with you depending on the situation):

Why are you interested?
Why you're asking?
What difference does it make to you?
Why do you need to know this?
And what do you think?
And you? (a phrase that translates the interlocutor's question back and forces him to answer)
What happens if I don't answer?
Are you from the prosecutor's office?
What do you want from me?
How many stupid questions can you ask?
You have nothing to do?
If I answer, will you leave me alone?
You have nothing more to ask?
How will you use this information?
If the person in the question is trying to draw your attention to some, in his opinion, your shortcoming, in response you can ask a question, expressing the lack of the interlocutor in it. Example: Are you always so silent? - Are you always so annoying?

Answering the question with a question: when it is possible and when it is not possible

A normal dialogue is built when both interlocutors with approximately the same frequency ask each other questions and answer. As a rule, the person asking the question is in a stronger position than the one who answers, since he sets the tone for the conversation, determines its topic. The respondent is forced to come up with answers to the questions, he is like a follower, while the questioner is a leader. By adopting the position of the questioner, you automatically move the interlocutor into a weaker position. That is why the method of answering a question to a question is quite effective in verbal attack.

Answering a question with a question in certain situations is a rather daring trick, so you need to use it carefully. So, you should not respond in this way at work to your colleagues and bosses, relatives, close people and friends. At work, you should observe business etiquette, in addition, you still work in your team, so it is better to build good relationships with colleagues. Relatives, family and friends are the most dear people in life who truly love and care for you. Perhaps it is because of anxiety that they allow themselves, in your opinion, tactless questions. Perhaps they just didn't think before asking. In any case, you do not need to offend your loved ones, you just need to ask them not to ask you and say that you do not want to talk about it.

Another thing is an unfamiliar person who shows unhealthy curiosity towards you or tries to offend, "prick" with his caustic remarks. Also, there is nothing shameful in answering a question to a boor, a street rude person, a completely tactless person with a question. By doing this, you will not only protect yourself, but possibly make the person reflect on their behavior.

Now you know how to answer a question with a question. It is important to clearly understand in which cases this technique can be used, and in which situations it is better to refrain from it.

Inappropriate questions make you tense and make you want to avoid answering. Usually they concern not the most pleasant moments from the personal sphere. How to respond to people who show unhealthy curiosity and tactlessness? Should I stand on ceremony with them?

What questions do we refer to as incorrect

We can say that incorrect, or inconvenient, questions are questions that plunge a person into state of discomfort, because they, as a rule, affect those aspects of his personal life that he would not like to advertise.

Incorrect questions very often hurt a person, because they once again remind him of the problems in his life or of some shortcomings - about which he is unpleasant to have a conversation.

Many of us have had to deal with such unhealthy curiosity more than once, shown by colleagues, acquaintances and even relatives who are interested in our salary, the cost of some thing, health details, personal relationships, etc. As a rule, tactless questions do not differ in variety.

Examples of Wrong / Incorrect Questions

Examples include the following:

Why don't you date anyone (or don't you get married, don't you marry)?
Why have you not had children for so long?
Has your husband (wife) left you?
Are you sick? Your hair has thinned.
How much did you buy the shoes (raincoat, phone, etc.) for? I know where you could buy much cheaper.
You, poor girl, have not received a salary increase?
You are probably eating poorly? Your complexion is unhealthy.
Why are you so fat? Nobody will marry.

There are many options for questions. And all of them, regardless of the purpose of the one who sets them, often deeply hurt a person. It is noteworthy that tactless questions usually ask women... Obviously, fearing to get a decent answer from a man.

By the way, not all people can determine which question is tactful and which is not. After all, one person will only be happy to talk about personal relationships or their own health, while another may be offended by a question that seems to the curious to be completely innocent.

Why the wrong questions are asked

Inappropriate questions most often take a person by surprise. Not everyone can immediately figure out what to answer, so as not to drop their dignity, and not to spoil relations with a colleague or acquaintance. (Adequate answers usually come to our minds when they are no longer relevant.) In addition, asking an incorrect, as it seemed to us, question, a person does not always have malicious intent. Therefore, before answering, it is worth considering what guided the questioner.

It can be participation or empathy. People can ask an unpleasant question for us simply because want to help us... Therefore, you should not answer them harshly or rudely.

For example, a neighbor who sees us at home from day to day may ask how our work is going, not because he wants to gloat, as it might seem, but because he knows about a suitable vacancy. An acquaintance is interested in our marital status with the best, as she thinks, intentions, because she has in mind a "suitable" groom (or bride).

Of course, such questions cannot be called tactful, but it would be unfair to be angry with the people who asked them - after all, these people wanted to help us in their own way. If we have no desire to initiate strangers into our personal lives, the best thing is to simply avoid a direct answer with a joke.

Often the incorrect questions are asked by those people who want more attention from us. Usually these are our loved ones - parents, grandparents. For example, we don't communicate much with them, but they still want to feel needed. For them, it is not so much information about our work, salary, and personal life that is important, but rather trustful communication, to which they are trying to provoke with questions that seem to us incorrect.

Therefore, there is no need to be annoyed and, moreover, to tell them that they are “prying their noses into their own business”. Their questions can be answered with a joke, and then the conversation can be directed to a topic that is likely to interest them, ask them about their problems and express their involvement. They can be taken away from the topic by questions about health, recipes, carried away with some memories, etc.

Unfortunately, very often incorrect questions are people asked to humiliate or prick... Some do it deliberately, while others subconsciously, themselves not realizing it. But there is only one reason - envy, own complexes and failure. Thus, they assert themselves or gloat that not only they have problems in life. And with these people you need to "keep your ears open."

Some advise responding to rudeness with rudeness, arguing that they do not understand another language. Well, so that in the future it was discouraging. Better, of course, not to follow this advice. First, so as not to become like such a person. And secondly, so as not to make a malicious enemy, who will try in every possible way to put a spoke in our wheels in revenge.

Tactfulness in such a case is no less important than when communicating with loved ones. After all, it is quite possible to answer a curious person without resorting to rudeness, but making it clear that his curiosity is excessive. Then we will be able to continue to maintain equal neutral relations with the person, which is especially important if we are forced to communicate on a daily basis (for example, this person is our work colleague).

Of course, in any case, it is better not to show that the incorrect question touched us to the quick.

How best to answer a tactless question

Depending on what goals are pursued by a person who is overly interested in our affairs, you need to choose an answer. It's a good idea to come up with answer options in advance, and only diversify them according to the situation. For many people, tricky questions are so unexpected that they get lost and begin to get embarrassed, make excuses or say something unintelligible. Then they mentally replay this situation and regret their behavior, coming up with options for answers. So isn't it better to do this in advance?

By answering an immodest question with a joke and a smile, we will confuse the tactless interlocutor and will not ruin our relationship with him. Seeing that his "arrows" do not reach the goal, he is unlikely to want to continue.

For example, to the question about the absence of children, you can answer something like that we ourselves are still children who love to watch cartoons and put puzzles.

You can say the truth, but disguised as a joke... Then the one who asked the question will be lost in conjectures and he himself will feel out of place.

If the question: "And how many kilograms have you added again - all 20?" answer: “I can’t deny myself, my beloved, another tasty treat - again I’m going for a cake,” then the questioner will think that the problem of weight is irrelevant for us and it will not work to instill another complex with such a question.

Let the problem of weight (health, work, loneliness, etc.) be our only problem.

Another effective method of dealing with incorrect questions is the boomerang method ("answer"). As you might guess, it involves avoiding a direct answer - answering a question with a question.

For example, to the question: "Why did you split up?" you can not answer, but make surprised eyes and ask in turn: “Are you so sad today? Are you in trouble? " Or to the question: "How much is your coat worth?" ask: "I wanted to ask for a long time, but there was no suitable opportunity, how much did you buy your chic coat for?"

Perhaps, in this case, the questioner will feel the tactlessness of such questions.

Also, if we do not want to spoil the relationship, the "urgent business" method sometimes helps to avoid answering an unpleasant question. Instead of answering, we can “catch on” that we “forgot” about an important matter that the question “reminded” about. For example, in response to: "Have you received a salary increase?" you can say: "Oh, it's good that you reminded me - I completely forgot that I urgently need to pay for kindergarten." Or: "Why did you get so well?" - "It's good that you reminded me - they asked me to buy a cake!"

A way like this is to change the subject. From the question of salary, you can turn your attention to helping you find a good dentist. In response to a question about marriage or getting married, you can ask if the interlocutor has acquaintances who rent out an apartment.

A good answer to all questions is “I don’t know”. It confuses the questioner and does not imply further questioning. You can answer directly: "This topic is too personal, I would not like to talk about it", or "This question is too complicated, now is not the time to discuss it." Or traditional: "No comment."

Everyone has secrets, life circumstances that you would not want to devote to random people, and just unpleasant topics that you would not want to discuss. If your life arouses curiosity and interest among others, this does not mean that you are obliged to open your soul to each of them.

"Why won't you give birth to a child?", "Are you getting a divorce?", "Haven't you married yet?" - these and similar questions often spoil the mood and cause a desire to end the conversation, or even sink into the ground. It is worth following the lead of the interlocutor - and after a few minutes you will begin to regret that the conversation took the form of a discussion of your personal life. Moreover, such forced frankness often becomes a pretext for gossip.

In such cases, do not be embarrassed. It is necessary to clearly define the boundaries. for which the interlocutor should not go, and make it clear.

People ask tactless questions for different reasons. We can always feel in the question of the interlocutor - he does it out of stupidity or in his desire to ask an uncomfortable question lies envy, schadenfreude, insidious intent. Based on this, you should choose a line of behavior in which everything that you say to the interlocutor will never be used against you. In other words, you should be prepared for such a situation so as not to go into your pocket for a word.

If the person in front of you is, in general, sincere, and asked a question out of mental simplicity (or rather, out of stupidity), it is enough to gently put him in his place. Here a reproachful perplexed look and a short: "Well, you give ... ask such questions" is clearly triggered. If the relationship is trusting, you can say: "Let's not talk about sad things", "It's difficult." You can safely notice that you do not want to discuss the topic of interest to the interlocutor at the moment. The main thing is not to let the interlocutor catch on to an awkward moment, and smoothly transfer the topic of conversation to something neutral.

If you have a person in front of you who asks a question about your personal life, holding a stone in his bosom, you can answer more. "And where does such an interest in my nondescript person come from?" Or: "Are you anxious to talk about this? Do you think we have similar problems?"

If the question put you in an awkward situation, try to skillfully return the "pebble to your garden" - to answer the question with a question. "What, your boyfriend left you?", "Do you care about my personal life?", "Do you keep candles in all bedrooms or only in mine?" - such formulations will confuse and confuse the impudent interlocutor. Do not be afraid of your own malice - it works flawlessly, and for the future you will protect yourself from unpleasant curiosity. It is important to maintain an icy calm and give your face an expression of mocking irony. As they say - smile, people are insanely annoying!

If the interlocutor behaves insolently, you can say: "I will inform about my press conference when I find the time for this. In the meantime, write down all the questions on a piece of paper, prepare for this event properly." However, if the interlocutor is unpleasant to you, you can smile from the bottom of your heart and, looking straight into your eyes, confidentially inform you: "Of course, I do not want to offend you, but this is my dog business."

The main thing is not to pretend that you are offended by an embarrassing question. Smile, joke, use your wits at full blast. Your sense of humor of those who treat you sincerely, and gossips and ill-wishers will scare away for a long time.

Children are philosophers by nature. Their inquisitive mind, comprehending the world around them, constantly experiences surprise and curiosity. Adults can help develop a child's desire for knowledge, or vice versa - unconsciously drown out. It is important to treat the child's questions competently, so as not to negate the child's curiosity.

Instructions

Note that the child usually asks his questions to someone he trusts. Often it becomes an adult who always listens to him attentively, gives a detailed and interesting answer to any child's question.

Children's questions for adults have different motives. First, think about the reason for the question. Maybe the child is looking for a reason to attract an adult to his problem and emotional state, to cause a serious conversation.

If these are cognitive questions, then you do not need to give exhaustive answers to them. Complete clarity will only extinguish the craving of children for their own reflections. And sometimes the questions of children baffle parents, letting adults understand that they are not able to answer all of them. Do not be ashamed of ignorance, but arrange a brainstorming session with your son, discussing some dilemma together.

Always consider the child's age, mental development and life experiences. Therefore, sometimes a simplified answer is enough to satisfy curiosity and at the same time not discourage the desire to ask again. Do not go into technical details, refrain from complicated terms if the child is still young. Speak in his language and remember that the full disclosure of some topics will be available to him as he grows.

Don't be embarrassed if you don't know the answer to a question. Make it clear to your child that there are many sources of knowledge besides parents. It can be various reference books, popular science literature for children, competent professionals in their field. If the question is difficult enough, take a break, do not answer the baby hastily. Take a break from business, think carefully about the answer, and only then answer.

If the child's question is related to a knowledge gap, create conditions to address it. That is, jointly observe some natural or artificially created process so that the preschooler himself can understand the essence of its origin. Or read some educational book on this topic together.

Helpful advice

Do not be afraid to admit to your child sometimes that humanity still does not find answers to many questions.

Don't make kids know-it-all in their preschool years. They must retain the novelty and sharpness of the perception of knowledge for the years to come.

Never tell your child that he is too young to know the answer to a question.

Women often hear questions that are difficult to answer immediately and frankly. Curious friends and neighbors, not feeling tact and decency, try to get into the secret, intimate, which causes an ambiguous reaction of the respondent: embarrassment, indignation, confusion, annoyance ... same time, do not give food for gossip.

Vague answer. If a question is unpleasant for you, you have the right not to answer it. But you can't limit yourself to a pause. Be smart. You can answer the question at length.

For example: - How much does your husband earn?

- He has an average salary, but we have enough.

To a question by a question. Another original way to culturally "kick off" a curious interlocutor is to answer a question with a question. It is only advisable to pronounce the question-answer in an indifferent tone, with a slight sarcasm.

For example: - Where are you going to give birth to your third child?

"Does it really bother you?"

(or Do you want to help us in education?)

We turn on the natural. If the question of the interlocutor deeply hurts your feelings, translate your resentment into a comic channel: roll your eyes, raise your eyebrows and ask in a plaintive tone to talk about something else. Or playfully say, "Mmm ... Next question!"

We maneuver. If you do not want to devote the interlocutor to the bins of your soul, start the answer from afar, monotonously and with unnecessary details.

For example: - When are you going to get married?

- If you believe, when Venus will pass my way on the fifth lunar day, then ...

The universal answer. With especially annoying interlocutors, a little insolence and directness will not hurt.

For example: How masterly you ask incorrect questions! Teach me?

Do you really want to talk about it? But I'm not.

Sorry, but I cannot answer this question for you, because this is none of your business.

Often in life we have to hear tactless questions from friends, neighbors, grandmothers sitting on benches at the entrance. Often asked out of simple curiosity, they can ruin your mood for a long time. How do you respond to such questions?

Sometimes the question "Hasn't you got married yet?"

Don't start making excuses. By and large, your personal life does not concern the curious at all. Do not respond with rudeness or aggression, showing that you have been hurt. It is best to laugh it off in this situation, saying, for example, that the knight's horse limped, so it takes so long. You can start talking about all your unhappy relationships, while giving free rein to fantasy. Usually, such a confession shocks the interlocutor, and he realizes that he has crossed the boundaries of what is permissible by asking such tactless questions. Finally, it's fair to say that you don't want to talk about it.

A good way to solve a problem is to answer a question with a question, while at the same time bewildering the interlocutor. Make him feel like he is being interrogated. It is unlikely that after that he will want to delve into your personal life. Don't be afraid to offend the person if they do the same to you.

It happens that a person asks a tactless, inappropriate question for you, just without thinking that it might be unpleasant for you. If you know that your interlocutor really has such a habit, do not be offended, but simply ignore his words. Don't look for hidden implications where there is none. You yourself can get into such a situation, blurting out something out of place.

Stage 2: Processing the question (continued)

Tactic: Clarification of the question

If you are not sure if you understood the question, please clarify it.

There is nothing seditious in the fact that you clarify the question. Maybe it was noisy and you didn't hear. In the end, maybe you just want to better understand what the questioner wants, which is even commendable.
This is an opportunity for you to take a legal break to think about your answer. So even if you have heard and understood the question well, you can sometimes use refinement to gain time.
By clarifying, you better understand what the listener really wants to ask. And having understood the root of the question, you will give a better, working answer than answering at random.

It is clear that we are specifying only "normal" questions on the case. Harsh or misleading questions do not need to be clarified.

If the question was completely incomprehensible, then ask an open-ended question to clarify what the questioner wants:

"Could you repeat your question one more time"
"I beg your pardon, could you please repeat your question"
"Sorry, I didn't hear, I can ask you to repeat your question"

If you roughly understood what was being asked, but there were several questions hidden in the question or the question was too confusing, ask an alternate question(in which there is a choice of 2-3 options) to clarify what the questioner wants:

"Would you like to know about A) or about B)?"
"Your question touches on both A) and B) and C) ... which of these interests you first of all?"

If you are afraid that clarifying a question takes a long time, then think about how much time you can lose if you answer not the listener's question, but your hallucinations about what the listener wanted to ask. So it's better to spend the extra 20-30 seconds on clarification and move in the right direction.

Tactic: Substitution of a question

This technique when processing a question is that you replace the undesirable question for you with a very similar one, and then you are already answering "your question"... As practice shows, if you substitute carefully, then the listeners do not even notice that the speaker is not answering the question that was asked, but the interpretation of this question that is beneficial for them.

Examples:

Question: "A tax evasion case has been initiated against your company ..."

*** Answering directly: "Yes, we were fined for so many millions of rubles" may be unprofitable. Therefore, you can try to replace the question with a similar one, but more beneficial for you.

Substitution of a question:"Thank you. This question is largely about how legislation is interpreted in our country ..."

The answer is already to your own question:"As practice shows, what in one region is considered a normal and legal way of tax optimization, in another region can cause prosecution from the tax authorities ... and as long as we have such a different interpretation of legislation ..."

Question: "What is your education?"

*** And you, for example, do not have a higher education, and it is clearly not profitable for you to answer this question directly. In this case, you can use "question substitution".

Substitution of the question: " As far as I understand, you are interested in my competence and my experience in this area "

The answer is already to your own question:"I have experience working on projects" A "," B "," C "... (and not a word about my education in the answer)"