You’ve seen it. Maybe you’ve even done it. Providing too much information (TMI) when answering questions.
It’s painful for the audience, and it erodes your credibility.
“But they need all of the details in order to understand!”
Wrong. What they need is the answer to their question. As brief and concise as possible without it sounding curt. It should be tailored so that they hear only what they need to hear to be satisfied — and not a data dump of everything you know on the topic.
The curse of knowledge affects us all. We often know much more than a questioner needs to hear. That’s why when I coach clients on handling Q&A after a presentation or during a high stakes meeting, I teach a visual aid that helps every time.
The Answer Sandwich. Here’s how it works.
Visualize a sandwich in your head. It might look something like this:
Yum. Now, remind yourself before Q&A that for each question, you’re going to make the questioner a sandwich with your answer.
- You’ll start with the top bun, which is your short answer. The direct answer to their question. “Yes, we looked at that and I’m happy to share what we found.”
- Next, you’ll serve up the “meat” and condiments, and other central elements of the sandwich. These are your supporting points. The trick here is to make them the right sized sandwich. What’s their appetite? Do they need a lot of details? Maybe just a few highlights so they understand? In other words, be audience-centric and consider what this specific person needs from you to be satisfied. Give them that, no more.
- Finally, and this is especially important if you’re making them a large sandwich, is to finish off with your bottom bun. This can be a summary of your answer (helpful if you went long) or a restatement of your key message. People are most likely to remember the first and last things you say, so finish strong.
Make sense? Good. Try it. Ask yourself, “What size sandwich does this person need?”
And remember, some people only need a piece of toast.
Clear, concise, and audience-centric answers are your secret weapon when you’re in the Q&A hot seat.
Michael Piperno is a communication coach and executive presence expert. His insights empower leaders to communicate effectively and authentically.