Communication is a two-way road. To be heard, leaders should be prepared to answer various questions. Oleksandr Sudarkin, MIM-Kyiv professor and MBA program Director discussed the kind of questions leaders should be prepared to answer and how to do that when he lectured to the EBA (European Business Association). Here are his tips.

Type 1: “Green” or ideal question. The person who asks this kind of question wants to receive the answer. That’s why they ask clear and emotionally balanced questions requesting more information. Addressing the issue is relatively easy by providing information in a concise manner. However, leaders need to avoid too many details. 

Type 2: “Yellow” questions that might be slightly provocative and even have a hint of offense. It could have a form of a statement, something like “We know that the company does not care about us.” Questions about technicalities or about classified information fall into this category as well. Initial clarification of the issue followed by the answer is a good technique in such a case. However, leaders should create narratives. That’s why adding the key message to support the answer works perfectly.

Type 3. “Red” questions are asked to make the speaker uncomfortable. Keeping calm and processing the question to turn it into the “yellow” one is a good technique helping to provide a key message.