5 Quick Tips to Handle Difficult Questions and Aggression in a Presentation
Welcome the question and pause to make place it. Acknowledge the others’ point of view as well as their feelings. Empathise even if you don’t agree e.g. “I know that can be frustrating” or , “Sure that sounds contradictory”
Inquire into the question asking him to elaborate his understanding of the matter. This will help you nail the real issue and give a more relevant answer.
Avoid using aggressive ‘YOU’ phrases that could make the situation worse e.g. ‘Like I already told you’. “Of course …”, “See.., you don’t realise…” “let me tell you that….”. Use “I” phrases instead e.g. “I believe that.., I feel.., in my experience and understanding…”
Listen patiently to the entire question without interrupting, first try to find parts to agree with and then state your opinion explicitly with data using statements like “ Basis this info, I have reason to believe that…”
Check if the question has been answered. “Does that help you clarify your thought ? does that answer your question? does that sound reasonable? . And if the answer is no, probe again into the areas of disagreement.
Finally, don’t get emotional, remember to separate fact from feeling. Accept your feelings but respond only to the facts. Remember the aggression is not necessarily about “you”. Often they are only manifestations of the others person’s needs and frustrations. Accepting this respectfully, not personalising it and isolating the objective parts of the argument can help you both move the argument to a productive close.
