Every trainer or a coach or a speaker of any kind, during their tenure of service, face a hostile audience. Some important questions arise here like Is every person hostile by nature? Are they here just to tease you and make fun out of it? Are they not willing to learn from you? Do they feel just pulled from their work to ensure tick box activity is conducted for HR?
All said and done, now they are in your session. Looking at the current situation these sessions can be a Classroom or a Virtual. Hence, an important question is not the one mentioned above, it is, how are you going to handle this audience and use your expertise to ensure session well delivered with unhurt emotions.
Short story:
In the year 2014-15, I was called to deliver training on Situational Leadership and some other leadership topics. It was a Factory Training Centre. Participants were all HODs Supervisors of plants. After completing my set up, I was still having 25 mins to start the session. A gentleman very curiously looking at me asked, “Vishal, Right? “
I said “Yes.”
Gentleman, “What’s your age?”
I said,” Thirty-Three sir.”
Gentleman simply mentioned,” I am working in this organization for 27 years, so what’s story for today? “
I responded,” That’s great, so you can be a great help to give me situations on day to day basis in addition to what we have in content. And the story is simple but a way to important for our Management and we all”
I remembered my Trainer telling me once that for any kind of Audience, your Introduction should be perfect and have your two-three sets ready.
I did my introduction as if no dialogues exchanged and I mentioned about my engineering background and how many people, corporates (names mentioned which they know bigger in the industry), I helped so far and their designation range, how today’s topic will change their way of working which needs oiling and experienced people in the team will lot more helpful. This gave him and like him, a hint that it is much new than what they perceived.
Moral of the story is That I managed the situation and since it’s not possible to manage every time; we need to study each type of hostile nature in the room and be ready even before you go inside the classroom or on virtual sessions.
Way of handling a Hostile Audience:
I am going to list down a few tools and techniques which can be handy for handling a hostile audience.
Who are these people?
H- Hijacker of The Session
O- Obvious Complaining
S- Sleeping one
T- Trumpet Blowers
I- Instigating One
L- Loner in the Corner
E- Everest of knowledge
Let us Visit each one and know how to handle them.
H (Hijacker of the Session)
Characteristics:
Most commonly found in almost all sessions. The one who may know everyone well and will tell you about everyone Their primary motive may not be to insult you or anyone else but just to have fun. They take your topic to throw it to the audience and hey! Discussion starts.
How to handle:
a. Make them sit in a group with a low conversation attempt.
b. It’s fun to have them so give tasks which involve using imagination and they are good.
c. Use their positivity to run critical topics and create energy.
d. Discussions with them to be controlled by regularly reminding them of the topic or cut when you receive your answer and appreciate; because you want them to participate again.
O (Obviously Complaining)
Characteristics:
Easy to identify as they will always say “You are right but our management is not good.” “This good only in training practically nothing works.” Etc. A bit tense posture and always disinterested and have an expression of boredom.
How To handle:
a. Mostly they need to vent out; sometimes it is good to give them a chance. Once you identify them, make it clear to have a conversation in Lunchbreak or any break.
b. Once a participant was continuously interrupting and reminding how these systems or techniques will not work and not, they but their bosses need training on the same. I patiently asked him if he dislikes the organization so much then why he is working for 6 years with the same organization and then the answer was “Just Like That “. Sometimes you need to be direct in asking such questions in person or front of the classroom so that your work is not affected.
c. Their negativity is their tool to mask willingness to work or functional skill gaps. Your job is to unmask by giving them the task and letting them acknowledge assertively
S-Sleeping One
Characteristics:
Oh yes! Snoring! Day Dreaming! Easily trapped when asked questions all of a sudden.
How to handle:
a. Remember their names and keep them in the loop after regular intervals.
b. If it’s a senior audience give them clear instructions without taking names.
T-Trumpet Blower
Characteristics:
They will raise a hand for all questions and when you give them chance always, they will be the only one you talking too and others will get disconnected soon. If asked,” Your organisation has a very strong tool for funnel management, is there anyone in the class who use it?” I am sure you have one person who says yes and if dig a little, you will find the mismatch between your question and answer.
How to handle:
a. Remind them playfully that others also need to answer and generally what I do is, I take elicit responses from others and ask their opinions. We get a good value to add.
b. If you utilize their wittiness (If one has it) they can be one positive approach when the negative discussion happens and crowd have the negative approach.
c. Since they are attention seekers, you can give them a little controlled attention to utilize them in your sessions to create humour or seriousness depending on varied situations.
I- Instigating One
Characteristics:
This crowd or group will be challenging your views most of the time. They will instigate you to raise your voice or far worst fight on some topic. Their idea is not to entertain others but they seriously believe you are wrong, and sometimes without valid proof, they pick up on things.
How to Handle:
a. Never challenge back, simply understand their point and summarize the conversation, with 2 or more different pointers and have a conversation (If aligned to session) on each point separately.
b. If they are right, acknowledge and appreciate, and include a point in discussion whenever necessary, this helps in cutting negativity.
L-Loner
Characteristics:
Its amazing quality to hide in plain sight. You know they are in a classroom; you know they smile when one cracks a joke but they never initiate a conversation or show enthusiasm in answering or participating. Sometimes, you as a speaker or trainer, you forget them very quickly. And this can be situational also.
How to handle:
a. Make them sit with hijackers. Hijackers don’t get motivation and with them together, you are attentive to all of them.
b. Hijackers help them in talking and participating when there is a group activity.
c. If you do not have any hijacker, ensure they are with trumpet blowers.
E-Everest of Knowledge
Characteristics:
They are not over-enthusiastic. They don’t speak much and they have eye contact with you and unknowingly you are explaining a particular topic to them and seek their acceptance. They ask a question with dramatic pauses which make you attentive and make them look well informed. Few are in fact well informed and few are half cooked.
How to handle:
a. Understand their question completely and park it if not related to the topic.
b. Relevant questions to be answered with examples but by very much rephrasing the question matching the context of the session.
c. Accept if you do not have an answer and ensure you revert with a suitable answer. Save your credibility by responding even if the answer is not available.
d. Your questioning skills can save time for all when the discussion moves towards disagreement.
Moral of the story in the context of a hostile audience:
a. You as a Trainer, A Speaker or a Coach knows your topic well, so stick to it
b. Any dialogue exchange, try to turn it into your advantage. Or get trained.
c. Keep language simple and use industry jargons to support your conversation.
d. Think about a hostile audience as a help, not intruder.
e. Your strength is that you do not show bias towards one person or a group.
f. Last, should be always first, Preparation is the key.