Chapter 1. The Critical Dynamics of Q&A

To fully appreciate the importance of control in handling tough questions, we should first look at the consequences of loss of control. A vivid example of such a disastrous unraveling comes from an episode of the 1970s comedy television series, The Bob Newhart Show. The widely known series is still running in syndication. One particular episode has become a classic. In it, Newhart plays a psychologist named Robert Hartley, who amiably agrees to appear on a Chicago television program to be interviewed by Ruth Corley, the program's hostess. This is the interview:

Ruth Corley: Good morning, Dr. Hartley. Thank you for coming. I hope it's not too early for you.

Dr. Hartley: No, I had to get up to be on television.

Ruth Corley: Well, I'm glad you're relaxed. I'm a little nervous myself, I mean, I've never interviewed a psychologist.

Dr. Hartley: Don't worry about it; we're ordinary men you know, one leg at a time.

Ruth Corley: Well, if I start to ramble a little or if I get into an area I'm not too conversant with, you'll help me out, won't you?

Dr. Hartley: Don't worry about it. If you get into trouble, just turn it over to me and I'll wing it.

Augie (Voice Over): 10 seconds, Ruth!

Ruth Corley: Thanks, Augie.

Dr. Hartley: You'll be fine.

Ruth Corley: Here goes.

Augie (VO): 3, 2, you're on.

Ruth Corley: Good morning. It's 7 o'clock, and I am Ruth Corley. My first guest is psychologist, Dr. Robert Hartley. It's been said that today's psychologist is nothing more than a con man; a snake oil salesman, flim-flamming innocent people, peddling cures for everything from nail bites to a lousy love life, and I agree. We will ask Dr. Hartley to defend himself after this message.

Dr. Hartley: Was that on the air?

Ruth Corley: Oh, that's just what we call a grabber. You know, it keeps the audience from tuning out.

Augie (VO): Ten seconds, Ruth.

Ruth Corley: Thanks, Augie.

Dr. Hartley: We won't be doing anymore grabbing will we?

Ruth Corley: No, no. From now on we'll just talk.

Augie (VO): 3, 2, you're on.

Ruth Corley: Dr. Hartley, according to a recently published survey, the average fee for a private session with a psychologist is 40 dollars.

Dr. Hartley: That's about right.

Ruth Corley: Right? I don't think it's right! What other practitioner gets 40 dollars an hour?

Dr. Hartley: My plumber.

Ruth Corley: Plumbers guarantee their work, do you?

Dr. Hartley: See, I don't understand why all of the sudden…

Ruth Corley: I asked you if you guaranteed your work!

Dr. Hartley: Well, I can't guarantee each and every person that walks through the door is going to be cured.

Ruth Corley: You mean you ask 40 dollars an hour and you guarantee nothing?

Dr. Hartley: I validate.

Ruth Corley: Is that your answer?

Dr Hartley: Could…can I have a word with you?

Ruth Corley: Chicago is waiting for your answer!

Dr. Hartley: Well, Chicago…everyone that comes in doesn't pay 40 dollars an hour.

Ruth Corley: Do you ever cure anybody?

Dr. Hartley: Well, I wouldn't say cure.

Ruth Corley: So your answer is “No.”

Dr. Hartley: No, no my answer is not “No.” I get results. Many of my patients solve their problems and go on to become successful.

Ruth Corley: Successful at what?

Dr. Hartley: Professional athletes, clergyman, some go on to head large corporations. One of my patients is an elected official.

Ruth Corley: A WHAT?

Dr. Hartley: Nothing, nothing.

Ruth Corley: Did you say an elected official?

Dr Hartley: I might have, I forget.

Ruth Corley: Who is it?

Dr. Hartley: Well, I can't divulge his identity.

Ruth Corley: Why? There is a deranged man out there in a position of power!

Dr. Hartley: He isn't deranged… Anymore.

Ruth Corley: But he was when he came to see you, and you said yourself that you do not give guarantees.

Dr. Hartley: Uh…

Ruth Corley: After this message we will meet our choice for woman of the year, Sister Mary Catherine.

Augie (VO): Okay, we're into commercial.

Dr. Hartley: Thanks, Augie.

Ruth Corley: Thank you, Dr Hartley. You were terrific. I mean, I wish we had more time.

Dr. Hartley: We had plenty.

Ruth Corley: Well, I really enjoyed it.

Dr. Hartley: You would have enjoyed Pearl Harbor.

Ruth Corley: Good morning, Sister. It's wonderful of you to come at this hour.

Dr. Hartley: If I were you I wouldn't get into religion, she will chew your legs off. ^[1.1]