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"