The responses quoted in our
archive illustrate how you can respond with a
few words to tough questions and hostile comments but
still say a lot.
To save space, no analysis is given here. For
analysis and techniques, see sample Beat The
Press and
Manager's Tough Questions Answer Book The books
haves hundreds of tips on handling difficult questions.
Have you seen any really great or terrible
responses you would like to recommend for our
collection? Please email to al.guyant@sbcglobal.net
Reacting
to Criticism
"My assumption is that if he could rebut the facts,
he wouldn’t have to resort to personal attacks on me." (Former U.S.
Attorney General).
"I’m not
surprised, after 25 years in business, that you would be able to find five
people who are willing to say something bad about me on the record.
Whether you’re a business executive or newspaper editor, you’re bound
to make a few enemies if you’re doing your job." (Congressional
candidate)
"You don’t interrupt your opponent when he’s
making a fool of himself." (Former Republican National Chairman)
"It’s the last
gasp of a very hard and desperate person." (State school
superintendent)
"You can say anything
in a legal document or in the courtroom, but that doesn’t make it
true." Political aide
"I try to be as fair
as I possibly can. Sometimes decisions have to be made, and I’m the one
selected to make them. You can’t please everybody." (State
legislative leader)
"It’s easy to criticize and judge when you lack
an understanding of the environment in which decisions are made."
(Police commissioner)
"We’ve raised legitimate questions and we deserve
better answers, no insults." (Unknown)
"It’s a very
superficial response to a very complex problem. It exists the way a
storefront in a western move exists, as a mere facade." (leading
female author)
"I am who I am. I
do what I can do. And I don’t start comparing myself to anyone
else." (Actor)
Didn’t
you screw up? (Yes)
"It’s through experience that we’re learning
what things we can do better." (National religious leader)
"At the time, I certainly though I acted
appropriate. Obviously, with 20-20 hindsight, I wish I had done things
differently." (Police officer accused of using excessive force)
"I’m embarrassed
by this. We’re definitely at fault here. We’re tightening up our
procedures as a result of the investigation." (Bus company spokesman)
"I am deeply sorry.
My initial concern was to protect others. In hindsight, I realize there
were other alternatives that should have been and could have been explored
to protect the integrity of the process." (Accused teacher)
"Of course, I made
mistakes – but who doesn’t? I erred by trusting too much in people who
later proved not to be worthy of this trust." (Brazilian President)
"It was a mistake and it is not defensible." (Congressman)
"In hindsight, I can
understand how this appears. It looks as if I was stupid, but I certainly
did not feel that way at the time. I’ve torn myself apart about this in
the last week. But I honestly believe this would not have made any
difference." (College president)
"Consistently, our effort has been to do the right
thing, and some are saying there are real loopholes in our policy, and
we’ve got to look at that. I’m willing to do what I have to do so this
never happens again."
"My choice of the word ‘gimmick to describe the changes in the
tax withholding tables was less than artful." (Congressman)
"I really have
literally no excuse…and no justification for using that choice of
words…Clearly, I had my mouth in gear before my brain was engaged."
(University regent)
"The fine, if there
is a fine, is of less importance to us than the actual incident being
brought to our attention, because it allows us to take the appropriate
action to insure this doesn’t happen again." (Cruise line
spokesman)
"Yes, of course, it is embarrassing. We (are) responsible for issuing
that credential on a improper basis. There is no question about it."
(Public education agency head)
"We probably made 400 decisions during the storm
and some of them may have been wrong, but, by and large, we did a
tremendous job." (Utility general manager)
Didn’t
you screw up? (No)
"We deeply regret the tragedy that occurred.
Today’s decision was not an easy one to make. While the exact cause and
reason for the accident remains unresolved, we believe it is in the best
interest of everyone involved – our employees, the families of miners
who died, and our company – to resolve the charges and look to the
future." (Mining company president)
"We did the right
thing and acted appropriately once the problem was discovered. Do we have
a confidence problem? Of course. But I wouldn’t have done anything
differently. We acted thoroughly and openly and always with the public’s
interest in mind." (City health commissioner)
"To give this major diplomatic importance would be wrong. It was
unintentional and one also has to see it in proportion. We 30,000 soldiers
on duty daily, occasionally something goes wrong." (Swiss Defense
Ministry spokesman)
"While we regret any
mistake and inconveniences to customers that occurred, they were not
intentional. We are confident that the overwhelming majority of the 27
million vehicles we serviced…were done properly and safety." (Vice
president of car manufacturer)
"While it’s unfortunate charges would be filed
against any of our students, we do have 71,000 students and have hundreds
upon hundreds of athletes. There’s no reason to think that our
population of people would not be prone to some of the same things you
find in society at large." (University spokesman).
Didn’t
THEY screw up?
"What happened was wrong, and it has come to
approach the spector of a Shakespearean tragedy. They made a big mistake,
but they are not evil." (School superintendent)
"I have a personal
rule not to be critical of my colleagues." (Politician)
"The mistakes he made the last couple of years overshadowed the
contributions he made during the previous 25 years," (Governor’s
staff)
"I don’t think
there’s much question that our court had a national reputation for
excellence in the past that it doesn’t have now." (Judge)
"Any implications of staff
misconduct in that escape are very unfair. Mistake were made, but not
intentional mistakes. Staffs in prisons are human being, too."
(Prison warden)
"He grew up in that massive organization and I don’t that he was
able to comprehend the enormous changes that were necessary." (CEO of
competitor)
"Did he react inappropriately? Absolutely. But was
the reaction understandable? I think it was." (Judge)
"I’m working very hard in New York
to fail the way Bill Clinton has in his state. That time I looked he had
been elected six times." (Then Gov. Cumo reacting to criticism of the
abilities of presidential candidate Bill Clinton)
"The officers admit they should have done more, and they admit the
made a mistake. They are deeply sorry, and I’m sure they would expect to
serve a just penalty. They were not harboring any intent to commit a
crime. They were, in fact, civil servants doing what they believed would
best serve the community and the participants." (Police
commissioners)
Are You Sorry?
"Even after enduring six months of false rumors and
innuendo, there is still no excuse for myself or anyone to consume alcohol
and operate a motor vehicle." (Prosecutor arrested for drunk driving)
"I made a mistake and this the most
embarrassing moment of my life." (Head coach)
"I can’t undo what
has been done in the past. I apologize. I regret any harm that has been
done to anybody." (Church administrator)
"In 1988, I assaulted two Vietnamese
men over a case of beer. I used racist language during these encounters
and people were seriously hurt by what I did. I am truly sorry. I was
teenager and intoxicated when I did these things. But that’s no
excuse." (Entertainer)
"We made the mistake of
retaliating, but there were two very provoking situations. But have to
deal with it. We do not condone al what (he) did. That’s not what this
league’s about, and he feels very bad about it today."
(Professional sports coach).
"My remarks were inappropriate. I was attempting to differentiate our
constituencies, and obviously didn’t articulate very well."
(Legislative leader)
Aren’t
YOU Guilty? (yes)
"We don’t dispute that. We’ve had to pay fines.
But today we service more than 1,300 municipalities without a hint of any
problem. Even a one-dollar fine is taken seriously. But it’s difficult
to police every individual." (National supplies company)
"We regret the fact abuses were
committed, but in no country and in no government can abuses be totally
evaded. It is sufficient we have learned from our past mistakes."
(African National Congress Leader)
Aren’t
You Guilty? (No)
"I deny all charges. I have already been tried and
convicted in the media and must now prove my innocence. I am living a
teacher’s worst nightmare, being falsely accused by a
student." (Teacher)
"We
strenuously deny the charges, and we’re going to put all the resources
at our disposal into fighting this case." (Attorney)
"We don’t think there’s anything
wrong with the product. The product saves lives, but sometimes you have to
settle because a jury verdict can be very high." (Attorney for
manufacturer)
"We feel the nation that there is any sort of price signaling in this
industry is absurd. If there were, one would assume the industry would be
earning money. Over the past two years this industry has lost $7 billion.
(Airline executive several years ago).
"There is nothing new in the story that hasn’t been looked at
previously. All the angles and aspects have been thoroughly investigated
by the appropriate bodies." (White House spokesman)
"The fact is that our company
has developed a reputation of being so free of ties of organized crime
that states such as New York and New Jersey has asked us to do business in
areas where there were hints of less-than-honest and real
competition." (Waste management company executive)
Don't
you think THEY are guilty?
"That’s too serious a charge to speculate
on." (State investigator)
"He has been charged
and there is a trial. He is innocent until proven guilty. I think the
university has to be careful about people’s rights." (University
administrator)
"There’s been on on-going investigation, and the
teacher is not present int eh classroom or the building." (school
district’s attorney)
"It looked funny. But there was nothing we could put our hands on
that was clearly improper. The appearance might no have been what we
liked, but it was all within the parameters of what’s permissible."
(City council members)
"The conspiracy would have
had to have been so vast..it could not have been successfully
orchestrated. No fair-minded person could conclude that (she) was
framed." (Circuit judge)
"There is no
clear-cut demon and angle in this case." (Attorney)
"The’ve acknowledged their mistake all along. They know they’ve
made an error in judgment." (Attorney)
"Eyewitnesses to the events in question do
not corroborate the charge that staff members intentionally inflicted
physical harm upon the complainant." (Prosecutor)
"By and large, it’s been an effective and useful program. Certainly
there have been errors, but I don’t think it was malicious."
(school board president)
Aren’t
YOU Hard to Work With?
"If at times our actions seem to have made life
difficult for others, it is only because history has made life difficult
for us all." (John F. Kennedy)
"Sometimes you have to lean hard on the system and the people in it
to get it work the way you want it work, and in a timely fashion. It may
be that some saw that as pressure. I saw it as getting the job done."
(Former Secretary of Defense)
"Our primary objective is regulation. I have no problem being
cooperative if it does not conflict with our primary objective."
(Government regulator)
"Until I’ve had a chance to talk with him, I simply can’t
respond intelligently. It’s hard for me to believe he made those
comments, and I would have to talk with him first to understand what he
was trying to get across." (Government investigator)
"We may have different approaches, different philosophies and
different political viewpoints, but I believe we still have to work
together." (Mayor)
Didn’t
They Screw Up?
"It’s easy to sit back and Monday
morning-quarterback and say, ‘Gee, why did they do what they did?’ I
think that’s premature judgment." (Senator)
"I have a personal rule not to be critical of my
colleagues." (Politician)
"The mistakes he made the last couple of years
overshadowed the contributions he made during the previous 25 years."
(Governor’s Staff Chief)
"I don’t think
there’s much question that our court had a national reputation for
excellence in the past that it doesn’t have now." (Judge)
"Any implications of
staff misconduct in that escape are very unfair. Mistakes were made, but
not intentional mistakes. Staffs in prisons are human beings too."
(Prison Warden)
"I think there are
a certain few members of that coalition who have continued to pursue other
agendas that aren’t in concert with the (group) as a whole." (Town
Board President)
"Oftentimes those
with links to an old administration literally are enslaved by those links.
There was no real way he could have done succeeded without in a sense
denouncing and abrogating what he stood for." (Magazine Editor)
"He grew up in that massive organization and I
don’t think that…he was able to comprehend the enormous changes the
were necessary." (247)
"Not everyone is receptive to criticism, and people
sometimes say things they shouldn’t say." (Unknown)
"What happened was
wrong, and it has come to approach the specter of a Shakespearean tragedy.
They made a big mistake, but they are not evil." (School
Superintendent)
"The officers admit
they should have done more, and they admit they made a mistake. They are
deeply sorry, and I’m sure they would expect to serve a just penalty.
They were not harboring any intent to commit a crime. They were, in fact,
civil servants doing what they believed would best serve the community and
the participants." (Police Commissioner)
"Did he react inappropriately? Absolutely. But was
the reaction understandable? I think it was." (Judge)
"I’m Working very hard in New York to fail the
way Bill Clinton has in his state. The last time I looked he had been
elected six times." (NY Gov. Cumo about then candiate Clinton)
Aren’t
YOU to Blame? If no or maybe...)
"I think when a tragedy of this magnitude occurs
it’s natural for parents to look for answers. Even when something
happens on the school grounds, the school is clearly not the only force in
that student’s life." (School principal)
"We have not found any evidence linking
these pins to either accident. This is just a precaution at this point. We
just think this a prudent thing to do." (Aircraft company executive)
"We understand how so many people feel so violated by this
terrible storm, and we, too, feel that way. We understand the temptation
to lash out and lay blame, but we also understand that winds estimated by
some to approach 200 mph brough destruction not only to home but to
virtually everything in its path." (Home building in hurricane area)
Who's
to blame?
"Blaming one side doesn’t advance matters; it
just leads to mistakes" (German Finance Minister)
"Our intent is not to assign blame. Our intent is
to study what happened and decide what to do about it." (Police
Commission President)
"I never engage in
character assassination and I don’t intend to begin. But I also am
unwilling not to stand up for what I believe to be right. As far as I’m
concerned, it’s over and we are going to move forward." (School
Superintendent)
"If you want to use a chess game analogy, the
knights and the bishops got together and the women end up being pawns on
this issue." (Abortion Rights Leader)
