Dealing successfully with hecklers and snipers - public speaking

Business Horizons, Sept-Oct, 1991 by Susan G. Thomas

At some point in your career, if you haven't done so already, you will likely be asked to make a report, present a new idea, or explain a decision. If all you had to do was prepare thoroughly, then present to an interested or at least semi-interested audience, presenting would be fairly simple. Presenting in the corporate world, however, is not as straightforward as a business communications textbook might suggest.

Never mentioned in most "how-to" articles or books on the subject, but extremely important to consider before presenting, are the certain individuals in your audience called "hecklers" and "snipers" and what they can do to you and your presentation if you're not prepared to deal with them. "Hecklers" are the individuals who will try to trip you up to enliven the meeting and have a good time. The sniper," the more dangerous of the two, has a more serious intent: to either embarrass or discredit you. Because your credibility is always on the line when you present, the last thing you need is to discover someone in your midst attempting to use you for his or her own selfish purposes.

WHY DO SOME PEOPLE HECKLE AND SNIPE?

Compared to snipers, hecklers are playing a rather innocent game. To liven up what they think is a rather dull meeting, or Just to "have some fun" with you, they will ask you questions that are rather difficult, if not impossible to answer. They will often try to snare you in your own logic: "Barbara, a minute ago you said we'd be better off if we didn't open up sales offices in Kalamazoo; now you're saying we need to increase sales in the Northeast." The comment appears to attack faulty logic. What you said, however, may indeed be logical. The heckler isn't as concerned with your reply as with making the meeting more interesting and having some "fun" with you.

A sniper might pose the identical question but for a more serious purpose. Snipers want to position themselves favorably with their boss or with other superiors in the room. They believe they can do this either by discrediting you or by saying something more brilliant than anything you've said.

There is nothing wrong with wanting to look good to one's manager. If we're at all interested in raises, promotions, and new opportunities, we will do what we can to set ourselves apart from others-to help our managers see our particular skills and abilities. The unfortunate thing about snipers is that they choose to do this at others' expense--in public, head-to-head combat. And that is why they are so dangerous. if they are successful, your credibility can suffer.

Should you try to scan your audience beforehand to pick out the heckler or sniper so you won't be surprised at that first question or comment? This will probably be a waste of time; unfortunately, you can't tell snipers or hecklers by their appearance. You can, however, glean information about your audience if a speaker precedes you. Snipers and hecklers usually aren't particular about whom they attack (with some exceptions), so you can often see who the problem people are by paying close attention to audience comments and questions directed to the speaker before you. If you're going to be the first or only speaker to a group of people you don't know, you might ask someone familiar with the invited audience whether he or she knows of anyone in the group who might give you trouble. (Hecklers and snipers usually have reputations that precede them.) If you already know your audience well--and often in a business setting you will--then you know who the problem people are. Your job is to be prepared for them.

DEALING WITH HECKLERS AND SNIPERS

Is there a way to successfully handle snipers and hecklers so you don't lose any of your hard-earned credibility? I believe there is. The following eight steps should help.

1. Do your homework. As you're preparing your presentation, ask yourself, "What's the worst question someone could ask me?" "What's the worst comment someone could make?" "What's the weakest part of my presentation?" Prepare well thought-out, logical answers. Have backup figures ready.

Suppose you decide the worst comment someone could make is "Mary, I think your analysis is all wrong." What do you say to a devastating comment like that? if someone attacks you in a general statement, insist that he or she be specific. John, can you give me a specific example... ?" or, "Sandra, what point are you having difficulty with?" Focus on specifics rather than generalities. Often, snipers throw out comments without much forethought--again, merely to try to position themselves publicly with superiors in the room. If john does have a specific example in mind, then at least this gives you a starting place at which to deal with his comment. If you've done your homework, you'll have additional data or comments to back yourself up. If he cannot bring up anything specific, you will likely not lose any points with your audience.

2. Never look upset or show a negative reaction to a sniper's or heckler's comment or question. Remember, sometimes their goal is just to irritate or upset you. if you get upset or frightened at their question or comment, you'll get too flustered to answer in a clear, logical way. You're also likely to lose your train of thought for the rest of the presentation.