At some point, managers will face hostile questions. The questions might be confrontational, angry, or skeptical. In his book, In the Line of Fire, Jerry Weissman recommends the following three steps, whether you're facing investors, customers, the public, or a boss: Paraphrase the question, minus the rancor. Without this step, you run the risk of seeming defensive, combative, or evasive. The paraphrase shows you listened and it defuses the questioner's negative energy. Answer the question. Include relevant supporting evidence. Conclude with a strong statement that expresses the benefit of viewing things your way. Whenever possible, use a more interactive communication medium, like the telephone, instead of email. You have a greater chance to address what's really on the other person's mind. Attached is the first chapter of the book. When someone screams at you, it is normal to want to scream back! But, managers know that when you start screaming, you've lost control. When confronted by an angry person, with a question, how might you keep your cool?