In our Ace the Q&A blog, we talked about the importance of planning how you will handle questions. The last tip is about reading your audience, because you may have someone who wants to challenge you. In you get hostile questions in your next presentation, here are four techniques you can use to diffuse the situation—helping to secure a successful presentation from start to finish.
- The Art of the Spin – When paraphrasing a hostile question, try to turn it around into something more neutral or positive. “I hear your concern with X, yet the more important question is…”
- Leave Your “But” Out – You can acknowledge the person’s concern or point, then say, “And this is why we did that,” instead of, “Yes; that happened, but…” The word “but” negates what you said before it.
- Handling the Hot Potato – When challenged, don’t reply by immediately defending your point of view. Instead you might ask a clarifying question, such as, “Can you tell me more about the source of the information you’re referencing?” Or, “Which part of the material do you disagree with?” In other words, throw the hot potato back at the questioner for further explanation before defending yourself.
- The VIPP – When the other person is visibly upset or angry, don’t try to answer immediately—that can escalate the situation. Instead, try the VIPP approach:
- V: Let the person Vent.
- I: Make an “I” statement like, “I hear what you’re saying ….” Paraphrase what the person has said, and take a stab at how he or she is feeling about the issue.
- P: Probe. Ask questions to get more information, so you understand logically what the real issues are.
- P: Problem solve. Now you can problem solve, or you can provide evidence to help the person understand your position.
The first two steps help the other person feel heard and understood. Then you can appeal to reason.
By anticipating potential challenges, you can prepare your responses, and even include information proactively within the presentation.