Advanced Managerial Communication Todays agenda Why People Get Hostile Effective Listening Skills Dealing with Difficult Questions Dealing with Difficult Questioners Delivering Effective Responses ID: 378038
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Slide1
Working Effectively with a Difficult Audience
Advanced Managerial CommunicationSlide2
Today’s agenda
Why People Get
Hostile
Effective Listening
Skills
Dealing with Difficult
Questions
Dealing with Difficult Questioners
Delivering Effective Responses
Slide3
Why People Get Hostile
Passion/Emotion. Lack of Information.
Fear and Threat. Sense of Impotence.
Self-protection. Resentment of
.
Opposition Figures.
Defensiveness. Isolation. Slide4
Use Effective Listening Skills
Attending skills
– nonverbal behaviors.
Encouraging skills
– set the tone.
Following skills
– ensure understanding
between listener and questioner.Slide5
Dealing with Difficult Questions
Unclear questions – confusing because of structure, length, or word choice.
Questions framed in a limiting way – can trap or restrict you.
“Don’t know” questions. Slide6
Dealing with Difficult Questioners
Be polite
– don’t lower yourself to their level
– stay calm, at least on the outside.
Lessen hostility
by pointing to common
ground.
Paraphrase the feelings
behind questions.
Interrupt repeat offenders
.
Look elsewhere
after responding.Slide7
Delivering Effective Responses
Stick
to your objective and organization.
Provide a
preview
if you have a long answer.
Make your responses
interesting
.
Keep the audience
involved
in Q&A.
Comment
on the question or the process.
Have the last word
. Slide8