How can you coach facilitators to handle unexpected questions?

As a facilitator, you know how important it is to prepare for your sessions, but you also know that you can't anticipate every question or challenge that might come up from your participants. How can you coach other facilitators to handle unexpected questions with confidence and skill? In this article, we will share some tips and techniques that you can use to help your facilitators deal with the unknown and keep the conversation flowing.

1 Assess the question

The first step to handle an unexpected question is to assess what kind of question it is and what the intention behind it is. Is it a genuine question that seeks clarification or information? Is it a challenging question that tests your credibility or authority? Is it a tangential question that diverts from the main topic or agenda? Is it a disruptive question that creates conflict or confusion? Depending on the type and purpose of the question, you will need to adjust your response accordingly.

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Julia Armet, PCC, ELI-MP

Founder at Higher Playbook | Workplace Facilitator of Socially Innovative Culture Programs | Global Speaker on Neurodiversity at Work
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As Socrates would say, "answer a question with a question." Ultimately, an unexpected question is a powerful opportunity for everyone to sit in the uncertainty of interaction. This "between space" of an interaction is where innnovation can happen, especially when the facilitator is coming from an internal condition of suspended judgment. Additionally, the practice of answering a question with a question can serve to deepen non-judgment by allowing for more clarification, inviting space for reflection, and bringing to light the deeper level of the conversation that is waiting to emerge.

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Chris Cook

2x Olympian, Keynote Speaker & Non-Executive Director
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Most questions are actually statements! We can get a lot from a question, especially in relation to what is being really asked by the person putting the question forwards. Assessing the question is key. I always look at the language pattern of how the question is structured, how the tone to the question is etc…

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2 Acknowledge the question

The second step to handle an unexpected question is to acknowledge the question and the person who asked it. This shows respect and appreciation for their contribution and interest. You can use phrases like "That's a great question", "Thank you for bringing that up", or "I'm glad you asked that". You can also repeat or rephrase the question to make sure you understood it correctly and to give yourself some time to think of an answer.

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Chris Cook

2x Olympian, Keynote Speaker & Non-Executive Director
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Acknowledge the question 100% and clarify the question if you need too, for example ‘So, I heard X, Y & Z, is that correct? Thanking the person for the question and sharing your initial thoughts/feelings on the question is always helpful in the dialogue. I always reiterate the question at the end of my answer and often I will give them a short and punchy answer after reiterating it too.

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3 Answer the question

The third step to handle an unexpected question is to answer the question as best as you can. If you know the answer, provide it succinctly and confidently, and link it back to the main topic or objective of the session. If you don't know the answer, admit it honestly and offer to follow up later or direct the person to another source of information. If the question is too complex or broad, break it down into smaller or simpler parts, or ask the person to clarify or specify what they want to know.

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Chris Cook

2x Olympian, Keynote Speaker & Non-Executive Director
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Absolutely answer it if you can and want too. And also, if you don’t know the answer, just say ‘I don’t know the answer to that question….’ You can even go on to say that you may find out and get back to them or you can chat with them at a later date once you are more informed. The key here is to just be honest, if you want to be trusted especially!

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4 Ask the question

The fourth step to handle an unexpected question is to ask the question back to the group or the individual. This is a way of engaging the participants, stimulating discussion, and generating diverse perspectives. You can use questions like "What do you think?", "How would you approach this?", or "Does anyone have a different opinion or experience?". This can also help you gauge the level of understanding, interest, and agreement among the participants, and identify any gaps or issues that need further attention.

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Simon Beesley

Founder and owner of Growth Consulting – Performance improvement expert | Driving lasting results for leaders, teams, and organisations through leadership, culture, and change
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It's easy for a facilitator to feel the pressure of thinking they have to have all of the answers to all of the questions. The reality is that this is the real world and it's ok for a facilitator to say "I don't know" before asking the person asking the question and the rest of the participants what they think.

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5 Address the question

The fifth step to handle an unexpected question is to address the question and its implications for the session. This means summarizing the main points, highlighting the key takeaways, and connecting the dots between the question and the session's goals or outcomes. You can also use this opportunity to check in with the participants, ask for feedback, or invite further questions. This can help you close the loop, reinforce the learning, and maintain the momentum of the session.

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6 Advise the questioner

The sixth step to handle an unexpected question is to advise the questioner and offer them additional support or resources. This can be done after the session, either individually or in a group, depending on the nature and relevance of the question. You can thank them again for their question, provide them with more information or references, suggest some actions or next steps, or invite them to follow up with you or other facilitators. This can help you build rapport, trust, and loyalty with the participants, and encourage them to continue their learning journey.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Roshnee Rajasingam

Strategy|| Communication| Executive Coach | Driving Impact Through Strategic Coaching & Conscious Leadership Development Across Asia
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Another approach could be apart from asking the audience the question, the facilitator could structure it in a way where it can be discussed in groups or if a quick case study problem solving approach was relevant and time permitting , the group could collaboratively problem solve and answer the question. Keeping to the topic and aligning with the purpose of the question, sometimes doing a short ,energetic team problem solve is fun and keeps engagement high.

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How can you coach facilitators to handle unexpected questions?

1

2

3

4

5

6

7

1 Assess the question

2 Acknowledge the question

3 Answer the question

4 Ask the question

5 Address the question

6 Advise the questioner

7 Here’s what else to consider

Large Group Facilitation

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How can you coach facilitators to handle unexpected questions?

1

2

3

4

5

6

7

1 Assess the question

2 Acknowledge the question

3 Answer the question

4 Ask the question

5 Address the question

6 Advise the questioner

7 Here’s what else to consider

Large Group Facilitation

Rate this article

Thanks for your feedback

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