Public Speaking - Making it look easy (5)

According to statistics more people fear public speaking than fear death.  But, for many people, the most anxiety-provoking elements of public speaking are dealing with a hostile audience and handling a Question and Answer session (Q&A).  Is it really that bad?

Handling Q&A’s – Six Judgement Calls

Presenters get nervous about Q&A’s because they call for snap decisions and quick thinking while trying to look relaxed and composed under pressure.  There appears to be no way of preparing adequately beforehand.  But actually there is. 

Recognising the nature of certain "tension points" that call for judgement during a Q&A is the first step to being in control.  Understanding and managing these points of tension during the preparation phase will empower you to be confident and effective in the delivery. 

These are the six "tension points" or judgement calls that I aim to keep in balance when I handle a Q&A.

Judgement Call #1:  Prime the pump . . . , but don’t keep pumping

Often there is a reluctance in the audience to be the first to ask a question.  After a suitable pause you can get things started yourself.  I will often say something like, “Then let me ask you a question.  Has anyone here come across this problem before?”  The first question is simple and requires no more than a nod of the head.  Usually, there is someone in an audience who will communicate by their non-verbals they are willing to say more.  I follow up with a question that requires something extra, “How did you resolve it?”  Then we're away. 

If, after a reasonable honest attempt, nothing happens; it is time to stop. Sometimes, you just have to come to terms with the fact that everyone is tired and they want to go home.  They are just not as fascinated with your subject as you are. 

In this case, thank everyone for their attention and wrap up the session by underscoring your central statement. 

Judgement Call #2:  Confidence . . . , but not cockiness

When asked a question, you can assert your confidence by physically stepping forward as the question is being asked.  This creates a psychological impact for you and for the audience.  You give yourself the message “I am not going to shrink away from this anxiety-provoking event”, and the audience get the idea that you are confident, in control and ready for anything. 

Present your answers strongly and confidently, but don’t feel you have to have an answer for every question.  If you don’t know the answer, it is OK to say so, usually with a promise to provide that information at a later date. 

Sometimes, audience members will ask you detailed questions that you could not reasonably be expected to remember (about dates, numbers, data, that kind of thing).  My reply usually goes something like.  “That’s a good question.  Off-hand I don’t know exactly how many.  I don’t carry that kind of detail around with me in my head, but I will find out for you.” 

This kind of reply is a plus for your credibility. It indicates you’re a big-picture (strategic) thinker but you are willing to make the effort to provide the small picture stuff. 

Judgement Call #3: Keep it simple . . ., but don’t dumb it down

If you have spent the whole of your presentation being careful to relate to the stereotypical member of your audience (See my first post in this series) the last thing you want to do is to blow it on the Q&A. 

Continue to pitch your comments at the right level for the audience, not getting too technical or long-winded on one hand, nor making it over-simplistic on the other. 

Judgement Call #4:  Stay on message . . . , but it’s not an infomercial

By now you have spent most of your address communicating a message that you believe is important for your audience to hear. 

It is so easy for the Q&A to become a time when that message is lost in an avalanche of other material.  Remember the principle of primacy and immediacy in No 2 of this series? Keep relating your answers back to your central message. 

On the other hand, don’t go overboard to the extent that you resort to the old politician’s trick of always answering with what you want to say regardless of the question.  That’s a sure way to lose the respect of your audience. 

Judgement Call #5:  Impromptu  . . . , but well-prepared

The best preparation for a Q&A is to know your material and have ready answers for the expected questions.  If you’re not sure what questions to expect, use the old journo’s brainstorm technique.  Write down the words who, what, when, why and how and use them as the basis for developing a series of questions and answers that are both quantitative (about numbers) and qualitative (about stories).  Keep in mind your stereotypical audience member as you prepare.  Once you have considered the possibilities, leave it alone. 

Judgement Call #6: Allow freedom of speech . . . , but not too free

In every Q&A there is a guy (they are almost always men – I do not recall it ever being a woman in my experience) who wants to share his own opinion and is not really interested in what others may have to say. He is prepared to go on at length.  

It is good to give him space to express opinions, especially those differing to your own.  It marks you as a person of grace. However, if he goes on too long it is the job of the moderator to politely close him down, but often this does not happen and you may have to take charge. 

I usually handle this with a polite interruption and an appeal to the fairness of giving everyone else time for a question. I try to find something in his comments that I can affirm and always make the promise to share with him one-on-one later.  (He never takes this up by the way – he is only interested in getting an audience.)

Finish strongly

Remember that you are in front of these people because you have a message you believe is important for them to hear.  Applying the principle of primacy and immediacy, finish with a strong statement; something like, “Thank you for your attention today.  Having heard the evidence I am sure you can be in no doubt about the authenticity of Jesus’ message or how it changes lives even now, two thousand years on.”

Dealing with a hostile audience - Five realities

In my next post I will share a few scenarios that they don’t tell you about when you sign up for public speaking courses. 

For now I just want to encourage you to reflect on these five realities:

1. The fear is greater than the reality,
2.  Most audiences are supportive,
3.  Usually the worst that will happen is indifference,
4.  When there is hostility it is usually from one or two people only,
5.  The techniques for handling hostile audiences are the same as those for handling Q&A’s (more or less).