Mastering Q&A - What I observed & learned from Rashdan

 

This week, I've had the pleasure of attending three separate Q&A sessions handled and answered by Rashdan, GM head of Technical Excellence OE & Skill Group Advisor. In all three sessions, I bombarded him with questions (something he remembers quote fondly), and in my view, he handled all of them really well, answering them professionally with class & cool. 

Handling open Q&A is a very difficult task, especially when leaders are confronted with an emotional crowd, a difficult situation such as a reorganisation and/or disgruntled employees. 

I've always thought of Q&A sessions as the factor that tips the scales of leadership engagement session effectiveness. If done well, it can help bridge understanding, create an atmosphere of trust, and ultimately inspire collaboration. If handled poorly, it will just create resentment and bottled-up frustration, widening the gap between leadership and the rest, or end up in frustrated people regretting to ask questions anymore. 

Observing his approach, here are some things I learned :

1. Open & transparent

This is what I appreciate most about his answers that make him standout: Transparency & generosity. He doesn't just give out dismissive "standard management answers" or "taichi" answers that just hand-off responsibility to absent parties. 

He comes prepared. He generously gives out glimpses of "what happens behind the scenes", always sharing a "sneak peak of what's to come", revealing thought processes & considerations of why certain decisions are done the way that they are. 

In doing so, it paints a much more holistic picture and provides deep, valuable insight, bridging the understanding and appreciation with leadership. 

While we may not necessarily "agree" with everything, we can ultimately appreciate & respect the well-meaning intentions, and can get behind to support. 

2. Respectful listening & psychological safety

I hope more leaders, teachers and parents develop this. Throughout his Q&A, he never gives condescending remarks or dismisses the question, rather, he listens till the end and shows appreciation for the question(s). 

Inviting, respectful and inclusive. 

3. Empathy: show, don't tell. 

Sometimes we hear people who say "I hear you, but.." - then proceed to make statements that makes us wonder if they even bothered to listen.

Not this guy, though. He recognises the frustration of the questioners, summarizes them to demonstrate his understanding, relates to them, then provides insight to directly address the concerns. 

4. Keep it cool 😎 - Develop emotional control 

This is really quite remarkable. Throughout the entire session, somehow, he consistently maintains a demeanor of calmness and cheerfulness, almost never losing that smile, or showing signs of annoyance or anger. 

So, not only does he handle Q&A like a boss, but he leaves the session coming off as just that bit more likeable, in the process. 

What sorcery is this 🤣