Grant, A. (2014, October 3). The 3-Step Process To Answering Even The Toughest Questions. Fast Company. https://www.fastcompany.com/3036559/the-3-step-process-to-answering-even-the-toughest-question
When asked difficult questions, the ABC approach can be used to give a strong, coherent answer with ease. A stands for align, the first step in the response. To align, repeat what the questioner has said, then elaborate on that concern, showing that you more fully understand. Aligning lays the foundation for a middle ground and buys you more time to think of the rest of your response. B stands for bridge, when you transition to your perspective. Present your perspective as an alternative for you questioner to consider, not as a rebuttal or in an adversarial manner. C stands for categorize, the final step of the ABC approach. To categorize, use a bullet point structure to make your case, using spoken makers to clearly segment your ideas. This approach is more powerful than a stream of consciousness and demonstrates your comprehensive understanding of the situation.
Tough questions are an inevitable part of being a leader and communicator. Especially in the heat of the moment, it can be difficult to deliver an eloquent response. The ABC approach can turn tense situations into opportunities to demonstrate exceptional character and competence. As a leader, I will use the ABC approach to ensure I’m handling tough questions with empathy and expertise. As a communicator, I see how the ABC approach can be used not only for in-person questions, but also as a guide for constructing written responses. Working in social media, I’ve had to respond to many heated questions. Taking the ABC approach will help me refine my answers to these questions, too.
Learning Outcome 6: Create and deliver elegant messages appropriate to audience, purpose, and context.
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