How do you answer difficult questions in a crisis?

The ten best response techniques from crisis managers: 

1. Try to come up with the questions yourself in advance 
2. Have a statement, a mission and a vision. Know your values.
3. Have illustrations of your (flawless) track record. 
4. Be succinct, honest and polite. 
5. Listen carefully.
6. Practice what you plan to say. 
7. Disagree without being unpleasant. 
8. Expect criticism and deal with it gallantly. 
9. Don't interrupt or finish other people's sentences. 
10. Turn your frustration and anger into passion and conviction.