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Tips – Perform Neutralize trouble with openness
How to handle the wrong question – or even a hostile one:
Tip 1 Thank the person asking the question regardless. • This is especially effective for neutralizing hostile questions posed because the asker is showing off. • This shows your openness without giving up your authority. Tip 2 Follow these steps (adapted from game theorist Anatol Rapaport) to defuse tension: • Briefly play back your understanding of their view. “If I understand you right, you feel…” • Outline where you agree. “We’re aligned on much of this. We both think that… and…” • Home in on where your real disagreement lies. “The one place we differ is…” • Explain what’s shaped your point of view. “The reason for my perspective is that…” Tip 3 • Prep an answer for odd and inappropriate questions that allows both you and the asker to save face. Summon your curiosity For example: • ‘Can you tell me more about what’s driving your question?’ • ‘That’s intriguing — is this something you’ve experienced yourself?’ • ‘Is there a specific reason for your concern on this?’ Or even … • ‘That’s a great question and although I don’t feel it’s appropriate to answer at this time, I’d be happy to address it one-on-one after the session.’ Others in the audience will be able to tell that the question is irrelevant or hostile. And they will appreciate your poise in handling such questions effectively. Tip 4 Put your closing remarks AFTER the Q&A. Whether you have one Q&A session at the end or intersperse questions, polling, and discussion, delivering your closing remarks after the Q&A reasserts your control of the information and allows you to underline the conclusions of the discussion. Keep it short and direct!
All of these strategies reinforce your authority in the room.
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