What fifteen-minute appointments taught me about taking questions

I joined this group mostly to listen. I've never given a proper talk, and the thought of a room full of faces still makes my mouth go dry. But reading the threads here about the questions at the end of a talk, I realised it's the one part I've had a lot of practice with. A family doctor spends most of the day answering questions, often in under fifteen minutes, from people who are worried and not always sure what they're asking. A few habits seem to carry over.

Let the whole question land

There's research suggesting doctors interrupt patients within the first half-minute, and I've caught myself doing it. The question someone starts with is often not the one they actually want answered. Wait until they've finished, then pause for a breath before you reply. It feels long to you and perfectly normal to everyone else.

Say it back in one sentence

In clinic I repeat the concern before answering: "So you're worried the new tablets are making you dizzy?" From a stage it does three jobs at once. The room hears the question, the person can correct you, and you get a few seconds to think.

"I don't know" is a complete answer

Patients trust a doctor who says "I don't know, but here's how we'll find out" far more than one who bluffs. I suspect audiences are no different. Offer to follow up afterwards, and then actually do it.

Find the question behind the comment

• Some people ask three things at once. Pick one, answer it, and offer to come back to the rest.
• Some questions are really a story. Thank them for it and look for the part you can respond to.
• Some are really a worry. Answer the worry, not just the words.

That's my small contribution from the listening seats. The talking-to-a-whole-room part I'll leave to the experts here, at least for now.