How to handle a hostile audience
To be an effective manager, you need to be able to communicate in a variety of settings. Sooner or later, you may be in the difficult position of having to address an angry or hostile group of employees, customers, stockholders, or community representatives. Even one troublemaker in the audience can cause problems. The key is to neutralise the hostility using a range of strategies...
1. Stay relaxed and appear confident.
Prior to and during any introduction, sit confidently and in a relaxed manner before the audience. Act self-assuredly, but not arrogantly. Present a confident exterior by approaching the podium with assurance and composure and without any hint of cockiness. Be especially careful not to project any suggestion of animosity yourself.
2. Try to hose down the hostility at the very start.
If you're anticipating a hostile audience, or the nature of your subject is controversial and likely to arouse strong feelings, the secret is to address the disagreement before it addresses you. This can be accomplished in several ways:
- Create rapport with your audience. Do this as quickly as possible.
- Express appreciation. Thank the audience for being prepared to listen even though some of those present may hold ideas different from yours.
- Advocate fair play. Commend the spirit of sportsmanship and fair play that gives everyone the right to disagree without being disagreeable and to object without being objectionable.
- Set aside time for audience comments and questions - later. If you allocate time for comments and questions after you have finished, you should hopefully be able to keep interruptions during your delivery to a minimum.
- Explore common ground. In your opening remarks, review the shared goals and important points of agreement between you and your audience. Establish mutual interests and concerns as quickly as possible.
- Burst your opponents' balloon upfront. Take the wind out of your opponents' sails by summarising their point of view early; even concede a few points. If you are the one who raises the issue, explain it in your own words and within the context of the view you are about to present. By stating their case for them, you'll take the sting out of their comments. And, in so doing, many in your audience will reflect on your evenhandedness and fairness.
3. Persuade people to your way of thinking.
The obvious strategy for coping with hostile elements in your audience is to persuade the majority of those present to your way of thinking, thereby minimising the damage that troublemakers can cause. Set the scene by prefacing your comments with the following: 'For the next 20 minutes, I'm going to present a new concept to you. All I ask is that we just keep an open mind and hold our comments and questions until I finish. Is that all right?' Who could object to that reasonable invitation? Then, if troublemakers react during the session, you'll find the audience is prepared to put them down for not having an open mind or for not biding their time as requested. In the meantime, it's your opportunity to present your case.
