Page 215 - The New Articulate Executive_ Look, Act and Sound Like a Leader

206 AFTER THE SPEECH AND MANAGING THE MEDIA

Deflect the heckler. Listen for fi ve or six seconds, long enough to
appear courteous and until you can be certain you’re dealing with a

real heckler who does not intend to shut up. Counterattack by firmly
interrupting the diatribe in progress. Butt back in by assertively asking
the question, “Are you asking me a question, or are you making a
statement?”
If the heckler responds that he or she is asking a question, then
demand the question. Now the control of the conversation rests
again with you. The heckler asks a question, and you can respond
by (1) dismissing the question with a simple “yes,” “no,” “of course,”
“perhaps,” or “maybe” and then quickly moving on to the next ques-
tion; (2) bridging to a point you want to make; or (3) answering the
question honestly and sincerely, without elaboration. The idea is to
dispose of the question as quickly as possible and to press ahead in
another direction.
If the heckler responds that she or he is making a point, you
quickly cut in to remind the heckler that the time available will not
allow statements—only questions—but that you or a representative
would be happy to meet the heckler afterward to discuss the issue
further. Then, of course, you should show good faith and make
good on that pledge.
If the heckler won’t back off and won’t stop the disruptive behav-
ior in spite of all your best efforts, then you have no choice but to
turn to another part of the audience and ask for another question.
Remember, in most cases, you have the microphone. If you don’t
have a microphone, forge ahead anyway. If there is no other question
forthcoming, you can always ask yourself a question, such as: “People
frequently ask me, ‘What is the toughest part of your job?’ And my
answer often surprises them. My answer is . . .”
If the heckling continues, you can caution the heckler that if he
or she does not sit down and let other people be heard, then you
won’t even agree to meet afterward. Or you can threaten to have the
heckler taken out by security. Or, as a last-ditch defense, you can
declare the Q&A session at an end, thank the audience, and leave.