Message questions. These aren’t actually questions. The person is using a question format to make a point, share information or state a personal conviction. They might begin with something like “Don’t you think … ?” or “Did you know … ?”

The effective way to deal with the message question is to say, “I get your point,” “Thank you for pointing this out” or “I see you’ve given this a great deal of thought. I share your concern. My thinking is ….”

Regardless of the type of question, here are some tips that can help:

• Don’t rush your answer.
• Keep the focus on what you can do, not what you can’t.
• Encourage a dialogue with the person if you need more information or clarification.
• Use encouraging language, a positive calm tone of voice and a welcoming facial expression.

Tough questions are part of life, but handling them well will increase your reputation