Dealing successfully with hecklers and snipers - public speaking

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

How do you keep from looking upset? As soon as the first three words are out of your sniper's mouth, do an immediate, silent check of your facial muscles. Make a conscious effort to relax these muscles. Force yourself to put an upward curve to your lips. You may not feel like smiling, but attempt to look relaxed and approachable. Relax the rest of your body as well. Be sure you're not standing rigidly or with both hands on your hips.

The others in the room are looking at you very carefully now to see how you're going to handle this. If you suddenly appear through your body language to be frightened or fearful of the sniper, your audience might think you have reason to be fearful. You never want to give your audience that impression, not even subtly.

All of these body language "checks" can be made instantaneously, while your sniper is still phrasing the comment or question. if you sense yourself tightening up or frowning, make immediate changes, but do it imperceptibly. The more presentations you give, the more quick and automatic this "body check" becomes.

3. Don't refuse to answer the question or deal with the comment because time is short. Time may very well be short, but if you use this reason, it may be perceived by your heckler or sniper and your audience as an avoidance technique. Snipers often have a wild kind of courage to ask the same question that's running through everyone's mind. Others are too shy or too polite to ask it and put you on the spot. So, in fairness, your sniper's question may be a good one; you owe it to your audience to answer it.

4. Answer calmly and politely, never defensively. If you've done your homework, as suggested in Step I above, you will likely be prepared for your sniper or heckler. Thorough preparation goes a long way toward creating and sustaining one's self-confidence. Imagining the worst questions and rehearsing answers to them beforehand is certainly helpful. The real test, however, is in the moment of actual confrontation. In the thick of a real situation, your intentions of remaining calm can go out the window unless you remind yourself of the importance of staying calm.

Remember, everyone else is watching you very closely. They will remember how you handle this situation. If you get defensive--visibly tense, upset, or argumentative--your audience may think you're afraid of your sniper or that you have something to hide--perhaps some of your material isn't as strong as it should be. in your anger, if you attempt to put away your opponent, your audience may begin to fear you. They may even see you as ruthless. If they fear you, they likely won't support you in other situations. After all, when might you angrily turn on them in the same way? Don't risk losing their support and respect over one person.

It is very easy to take a defensive stance when someone is publicly attacking us, attempting to reduce our credibility, or playing a game with us. Aren't we justified in showing anger in such an unfair situation? No. It may not be fair, but there's no law against what your heckler or sniper is doing. So although you may not like it, visibly showing your anger will not help you.