"We have an extremely competent banker on our staff who has a difficult time in remaining calm when, during a presentation, he is asked questions that he has not expected nor prepared for, or just does not know the answer. While he is a good speaker, his usual poise and self-confidence vanishes and he appears defensive, which is painful for him. Any suggestions? —Jerry L. O'Conner, president, The National Bank of Waupun, Wisc. It does not matter where—Wall Street or Main Street—the ability to clearly and confidently respond to difficult, often completely unexpected, questions is an essential communication skill. As Jerry pointed out, even good speakers can stumble badly when faced with hostile or accusative questions.
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机译：“在我们的员工中，我们有一位非常称职的银行家，当在演讲中被问到他未曾预料，未准备好的问题，或者只是不知道答案时，他很难保持镇定。演讲者，他一贯的镇定和自信消失了，他看上去很防御，这对他来说很痛苦。有什么建议吗？—威斯康星州沃邦国家银行行长杰里·L·奥康纳（Jerry L. O'Conner）。就像杰里指出的那样，清晰，自信地回答困难的问题（通常是完全出乎意料的问题）的能力是必不可少的沟通技巧，即使是优秀的演讲者，在面对敌对性或控诉性问题时也会跌倒。
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