Clients' Top Questions

How do I handle an emotional disagreement from an audience member?
Acknowledge the emotion first. "I can tell you feel strongly about this issue and armed with your experience, I might see it the same. However...." This is called "feel, felt, found"--never match their aggressiveness, but do match their energy around the issue so they feel heard. If they don't feel heard, they may continue to try to derail you.

How do I answer a complex question simply?
Give the bottom line answer first, the overly simplistic answer. Then ask the audience if they want the detail and complex (and lots longer) explanation. Most won't, so invite those who do to join you after the presentation for the more in-depth answer.

What if another panel member says everything you were going to say and you're speaking next?
People don't listen that carefully, so don't announce that you are going to say EXACTLY what's just been said. Pretend you aren't rattled by the overlap, make the same points, but use your own examples and anecdotal material. BETTER, contact the panelists ahead of time to learn the topics and approaches your colleagues will present and plan your content or approach to be very different.

What do I do with my hands?
Gesture to emphasize points and create the "pictures" that illuminate your message. No hands folded in front (figleaf), no arms crossed at your chest, no hiding arms behind your back. Gestures below your waist make no impression at all.

How do I get started?
Breathe. smile, show appreciation for your audience's attention. Then tell us something personal/professional that your intro (usually some form of your curriculum vitae) didn't address. This should frame your topic. Then tell them what your understanding is of their issue, concern or challenge, and ask for amendments to that understanding. Then use 10-words or less to deliver your message.

I know my material, but I'm nervous!
Inhale, exhale, then begin. If you're REALLY nervous, just exhale. You can do this quietly, silently even. But if you can find some private space, noisily exhale to eliminate the carbon dioxide that causes the trouble. Rid yourself of self-critical voices and of course, practice in front of people you don't know to get their feedback. Incorporating their suggestions could improve your presentation and build your confidence.

What if I go blank or don't know the answer to an audience members' question?
Going blank is a stress symptom and everyone does it at one time or another. Breathe, look down, ask the audience to remind you where you were or ask to clarify the question (buying you time). I saw Celine Dion in Las Vegas recently and she completely forgot the words to the Peggy Lee song, "Fever." She just kept dancing, repeating the word "fever" to the song's tune and told the audience exactly what was happening. EVERYONE goes blank sometime.

How does building rapport with an audience differ from building rapport with just one person?
Audience's have collective personalities that correspond to individual ones. Match their mood, pacing, volume and subject matter to begin, then slowly move them to your preferred style and pace and they will follow you.

What if I'm asked to get to the point right after I've started and I'm trying to lay the groundwork first?
When making presentations in the US to corporate audiences, always begin with the point, then go to your evidence, then repeat your point. Laying the groundwork first is an inductive approach, generally preferred in Europe, Asia, the Middle East and in most romance-language countries.

What if the computer crashes just before or during the presentation?
ALWAYS have a disk with your presentation to load on another computer, plus a flipchart and markers in case no other computer is available. Breathe and don't berate yourself. Just go on.

How many should we take to a client development presentation?
Fewer than you're inclined to take and not more than 4, maybe 5. This depends in part on how many client development representatives there will be.

When should the audience have the handouts?
Ideally, AFTER the presentation, so they will pay attention. Often you'll get a request to have them at the start as some prefer to take notes on the slide pages, and that's valid.