answering the neutralized question, 60, 62–63

anticipating questions, 57

bad news delivery format, 129, 130–131, 132

classic put down question, 62

common issues, 61

in disagreement formats, 153–158

emotions and disagreement formats, 151–152

hostile questioning, 66–68

key, for understanding, 153–154, 156–157

key issue in, 59

managing question flow, 57–59

neutral rephrasing of, 62–63

one-on-one exchange avoidance, 65

open, to gauge reaction, 155, 158

quieting persistent questioning, 67

repeat/rephrase question every time, 59–60, 62, 65

repositioning the challenge, 61–64

tie back, 60, 63, 67

in viewpoint presentation format, 35, 37