Handle Heat Like a Pro

You’ve just presented your proposal or report. Now the moment you dread: questions and comments. It could get hot and hostile. Here are a few suggestions for handling the heat.

1. Never fake it. If you don’t know, admit it. Offer to meet with the questioner after the session, to put him/her in touch with someone who can help. Or, offer to find out and report back. If you fake it you may look foolish—and create the risk of getting corrected.
2. Don’t react emotionally to venom or sarcasm. Maintain control. Reply calmly: “I don’t agree with your position. Here are the facts as I see them.”
3. Handle complicated questions with care. Questions in several parts can be difficult, even irritating. In a small group, take notes on the question and don’t hesitate to ask to have a part of the question repeated. Feel free to choose among the parts of a question, particularly with a large group; then go on to the next questioner.
4. Avoid hypothetical questions. They can create scenarios so far from reality that any attempt at answers would put you at a disadvantage. Simply state that you prefer not to speculate.
5. Don’t get bullied. If someone challenges you on every fact and figure, don’t vacillate or quibble. Cut him off—quickly and politely. If you think he has a valid point, discuss it with him.
6. Keep on task. If someone begins complaining or speaking, wait for a pause, then ask, “Now what is your question?” Be direct, not rude—and others will be grateful.
7. Smile. Others can tell when you are stressed or upset by looking at your face. Smile even when you don’t feel like it. You will throw your detractors off guard.