Dealing successfully with hecklers and snipers - public speaking

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

Successful professionals remain in control; they train themselves to look at issues and data and keep personalities--or a reaction to them--out of the conference room. Some observers in the room will no doubt secretly envy your ability to remain calm, fearing that they wouldn't be able to do as well if put in your place. Some may even personally compliment you afterward for "keeping your cool."

5. Answer with assurance and confidence. Always look your sniper or heckler in the eye, both while he or she is asking the question or making the comment and while you give your response. Don't be shuffling through your notes while the sniper is talking. You will look like he or she has you on the run, or that you're ill-prepared.

If possible, be so thoroughly familiar with your material that you have the answer in your head. If you want to show some backup figures, have those ready on an overhead transparency close by. Explain your logic as best you can. Do it assertively--looking calm, relaxed, and maintaining eye contact. You may even want to move slightly closer to your antagonist as you speak. Assertive body language shows additional confidence.

6. Keep your comment or answer brief. Don't belabor the discussion. You can get yourself into trouble. The longer the dialogue, the greater the chance of escalating a minor skirmish into a major conflict. Once you respond to the sniper, accept maybe one more comment; then make one more brief response yourself, if required. If your opponent still won't let go, state that you'd be happy to discuss it afterwards. (Again, never sound like you're running away. Then be prepared to continue a short discussion after the meeting with your opponent.)

It's obvious to an audience that you can spend only so much time on any one point. In many cases you can simply end the discussion with your sniper by saying, "Steve, you may be right." Do not say this if his previous comment was something to the effect that you don't know what you're talking about, or that your analysis is all wrong. (To deal with a general attack of this sort, see Step 1.)

On the other hand, Steve may make a valid point. After all, you can't know everything there is to know about the subject, You will actually look more self-assured and confident if you can publicly and graciously concede a (minor) point or two. This may be all your sniper wants--just a point or two. When you can do it at no serious cost to you, by all means, do it. (If you must concede a major point, you've not done enough thorough preparation.)

Publicly and graciously allowing others to make a few valid or helpful points during your presentation can make you look objective and unafraid. It can also improve the overall impression audience members take away from the meeting. often the audience can't remember who exactly said what. All they remember is that a good discussion took place, and several good ideas came out of the meeting. However, if the meeting went poorly, or you had a nasty and unsuccessful confrontation with a sniper, they will remember that.