By Steven Geigle, CSHM - January 2006

Listening to Questions

Effective listening is a skill and an art. It takes time to develop good listening skills, especially when the trainer is rushed for time.

Be sure to listen to the learner's questions and comments first before thinking of your response.
Make direct eye contact with the person and be sure to focus on the person when they are asking the question.
Move towards the person as they are asking the question.
If necessary, repeat the question so the rest of the class can hear it.
Rephrase the question to make sure you comprehend what they are asking.

Tips on Answering Questions in Class

Answering questions is an art as well as a science. Comprehending what the student is really asking can be a challenge so be sure to rephrase the questions if need be. If you don't believe other students heard the question, be sure to restate the question. Here are some more points to remember:

Respond initially to the person who asked the question and then shift eye contact to the broad audience. Try to answer the question as clearly and briefly as you can.

Welcome difficult questions (or at least appear to welcome them! and don't be afraid to say you don't have the answer. You don have to be the "font of all knowledge." However, if you don't know the answer, make a commitment to find out for the learner. That's important.

To build rapport, say, "That’s a good question." or, "I’m glad you asked that." If someone is objecting, or has another opinion, welcome it. We are all teachers and learners and you just might learn something new! Don't be afraid to "agree to disagree" as that's perfectly fine. Remember, though, that when you're training mandatory safe work procedures and practices, there's little room for disagreement.
Conclude by transitioning attention back to the person who asked the question. If appropriate, ask, "Did I answer the question for you?" or "Does that help?“