12. How to Deal with Difficult Audience Members During a Q&A Session
Jul 16, 2019
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Navigating the tricky waters of a Q&A session can be daunting! Discover how to maintain your composure when faced with difficult audience members. Learn about the five types who may challenge you and the psychology behind their behavior. Gain insights on how to be assertive yet kind, making every interaction respectful. With personal anecdotes and practical strategies, you'll be equipped to handle tough questions and steer the conversation back on track. Plus, get tips on preparing your responses in advance for a smoother presentation!
Understanding the different types of difficult audience members and how to tactfully address their concerns is crucial for maintaining presentation flow.
Practicing indexing allows presenters to prepare for potential disruptions and respond effectively, improving their confidence and delivery during Q&A sessions.
Deep dives
Managing Control During Q&A Sessions
During a presentation, the speaker relinquishes some control to the audience during Q&A sessions, making it essential to handle difficult audience members effectively. This can involve individuals who may disrupt the flow of the conversation or steer it off-topic. Maintaining poise and composure is vital, as presentations can evoke emotional responses, especially when confronted with challenging questions or comments. It is crucial to remain respectful to all participants and strive to control the narrative while addressing concerns.
Types of Difficult Audience Members
Five distinct types of difficult audience members are identified, beginning with the troubleshooter, who often seeks help for specific issues that only pertain to them. Presenters should offer a sympathetic acknowledgment and suggest discussing the matter privately after the session to keep the presentation on track. The commenter, on the other hand, may provide irrelevant input without a question, necessitating a tactful reminder to focus on the topic at hand. Understanding how to recognize and respond to these disruptions can enhance the ability to manage the audience effectively.
Dealing with Emotional Responses
Emotional turmoil can arise from confrontations with audience members who seem to challenge the presenter directly, like the sniper who aims to undermine authority. It is important to maintain professionalism and avoid reacting emotionally, which can create an atmosphere of tension. By acknowledging the comment calmly and redirecting the conversation, the presenter can mitigate potential disruptions. Effective management of these interactions not only assures credibility but also helps keep the audience engaged.
The Importance of Indexing Responses
Indexing is emphasized as a valuable technique to prepare for and manage difficult questions or comments during presentations. This approach involves anticipating potential disruptions and mentally cataloging appropriate responses when the mind is clear and calm. By having these responses ready, presenters can draw from them to handle unexpected challenges without losing composure. Effective use of indexing not only improves presentation delivery but also enhances personal confidence in navigating Q&A sessions.
Here it is! Episode twelve of The Presentation Boss Podcast! Unfortunately not every time you present, not every audience member is going to act perfectly by you. Sometimes you get a tricky audience member who has something to say and you're going to get emotional. While we have a few stories and examples ourselves, we've always made sure to learn from the experience.
In this episode we share those stories but more importantly, exactly how to cope with a difficult audience member during a Q&A session. Plus, we'll explore a bit of the psychology around why people aren't always ideal during these sessions and how to remain cool, calm and in control!
We begin the episode with some feedback from a listener. It made us think and we'll take it on board in future.
What You'll Learn
• The authority and control balance that takes place during a Q&A session
• Being prepared for the emotion and nerves of a difficult situation
• The three goals you as a presenter, need to achieve when dealing with a difficult audience member
• Being assertive, and how it can show kindness and respect
• The five different types of difficult audience member
• Why each type of difficult audience member acts the way they do
• Exactly what to say to acknowledge and move on from each type of difficult audience member
• How and why you must index responses in advance
Resources and Links
• Email us! podcast@presentationboss.com.au
• The Presentation Boss Podcast: https://presentationboss.com.au/podcast/
• Presentation Boss on facebook: https://www.facebook.com/presentationboss/
• Presentation Boss on LinkedIn: https://www.linkedin.com/company/presentation-boss
• Kate on LinkedIn: https://www.linkedin.com/in/kate-norris/
• Thomas on LinkedIn: https://www.linkedin.com/in/thomas-krafft/
Quotes From This Episode
• "It's worth knowing how to deal with these situations while still maintaining your poise, composure and remaining respectful"
• "Whoever is asking the questions is in control of the conversation"
• "If I answer this question, is it actually going to help everyone else in the room?"
• "If you react in a calm and diplomatic way, it will earn you credibility"
• "Sometimes the best way to deal with a difficult audience member' is not to deal with them"
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