Supercompetent Speaking: Dealing With Difficult People

The average person would rather have a root canal than speak in front of a crowd, because it involves putting yourself out there for people to see, faults and all. Those of us who speak for a living know we often can’t control the way a particular audience member might respond to us or behave, which sometimes can prove uncomfortable, unpleasant, or just plain distracting. How do you deal with difficult audience behaviors, so your speech isn’t derailed? Here are some of the difficult situations you might run into during the course of your speaking career:

1. Latecomers. Typically, a few people will return from a break after the presentation has resumed. You can’t do much about it, but you can arrange things so they’re less likely to arrive late. First, use a common clock, ideally one on the wall of the room, to designate when they should return, and give them a specific amount of time: “We’ll start again in exactly 15 minutes.” Since I speak on productivity, I make a joke about starting on time and make it clear I won’t start over. I restart my presentations with a little summary, a photo, or a funny transition into the next topic, to give latecomers a little more time to appear.
2. The Distracted. Sometimes, people can distract you simply because they themselves seem distracted. We’ve all experienced the guy whose phone rings in the middle of the presentation…and sometimes he answers it. Others tap away on their smart phone the whole time. Then you have the fidgeters, who just can’t sit still. If someone actually answers a ringing phone in the session, I don’t call the person out or make a big deal of it. I simply stop talking, pause, look, and smile. When the offender realizes everyone’s attention is on them, they may leave the room or hang up. If someone is typing, just ignore it. They could be Tweeting or taking notes, so you can’t assume they are texting or doing e-mail (they often are, but there’s not much you can do about it). If someone gets up to stand in the back of the room, I assume a bad back and keep going. Don’t let someone’s distracting behavior distract you! Give the benefit of the doubt instead.
3. The Talkers. If people are chattering or whispering together while you’re talking, you have several options. First, you may see that one is catching up a latecomer on what you’ve said; this can be a helpful distraction, so ignore it unless it goes on too long. If people keep whispering, or their conversation is bothering other people, walk closer to them while talking and stand nearby. They’ll hear your voice growing louder and will clam up as everyone’s eyes turn their way. If that doesn’t work, stand right next to them, pause, look, and smile. Then start talking again. If that doesn’t work, stop them at the break and politely ask them to keep the side conversations to a minimum, as it’s distracting to other participants.
4. The Constant Questioner. Some people will monopolize your time with lengthy questions during the presentation. Try to keep your answers brief, and if they persist, politely tell them you’ll be happy to continue a private discussion after the presentation. You can forestall most questions if you announce at the beginning of your talk that you intend to answer questions after the presentation, and request that the audience hold onto their questions until then. If they try to monopolize the Q&A period, politely remind them that others may have questions, as well. Never do anything to make someone seem foolish or stupid, and never ignore people; this may backfire, ruining your credibility.
5. The Heckler. On to the speaker’s Public Enemy No. 1. Hecklers rarely interrupt a business presentation, but it does happen (especially if alcohol was served with lunch or dinner). Use all the above tactics to deal with the deliberately rude, assuming they apply. You can move away from a heckler, so it draws everyone’s attention away. If a heckler continues, address the person directly, saying something such as, “I can accept your different viewpoint and hope you can do the same. Let’s chat about it afterward.” If someone makes it personal or ridicules you, try to use humor. If the audience laughs with you, the offender is likely to stop. You also can empower the audience, asking if they want to hear more from the heckler. I suspect you’ll get a resounding “No!”

Remember, you have the power to control any situation you encounter. You’re in charge up on the stage, and most of the audience wants you to be. They’ll expect you to deal immediately and effectively with people who distract them from your message. Whatever response you choose, regain control and end the distraction.

Laura Stack, MBA, CSP, is an expert in productivity. For more than 20 years, Stack has worked with business leaders to execute more efficiently, boost performance, and accelerate results in the workplace. Her company, The Productivity Pro, Inc., provides productivity workshops around the globe to help attendees achieve Maximum Results in Minimum Time. Stack is the bestselling author of six books, with more than 20 foreign editions, published by Random House, Wiley, and Berrett-Koehler, including her newest work, “Execution IS the Strategy” (March 2014). An expert in the field of performance and workplace issues, Stack has been featured on the CBS Early Show, CNN, the Wall Street Journal, and The New York Times. Connect via her website, Facebook, or Twitter.