Handling a Heckler by Steve Adubato, Ph.D.

The recent Michael Richards rant at the Laugh Factory comedy club raises a variety of interesting communication issues. One question revolves around how great communicators on stage should handle being “heckled” or aggressively challenged by an audience member. Clearly, Richards’ “racist rant” will become a classic case study of how not to communicate under pressure. But what are the best techniques and approaches for the rest of us when the heat comes from our audience?

Q—Is this really an important communication issue for non-stand-up comics? Where is this likely to happen?

A—It can happen in countless professional situations, including shareholder meetings in which angry and frustrated stakeholders want to be heard and may not be especially polite about how they do it. Also, consider informal forums that allow and encourage audience members to speak out in an impromptu fashion. And what about meetings with an audience of employees or other interested parties around some contentious or controversial issue? Any time there is emotion and potential spontaneity you can become a public communicator under intense pressure who better know how to handle himself.

Q—What is the first thing you should do—or not do—when confronted with this potentially unnerving communication scenario?

A—Stay calm (unlike Michael Richards). Don’t say the first thing that pops into your mind like, “Hey, shut up you jerk!” Remain poised as if you expected something like this could occur. Don’t argue or debate the heckler or become obsessed by him. Consider this response which you can put into your communication toolkit; “Excuse me, sir, I was asked to come here and share my perspective on a very compelling issue. I promise I will respond to any and all questions or concerns once I’ve had the opportunity to finish my point. I look forward to a spirited and candid dialogue.” Then pause for a second or two and turn to the rest of the audience and ask; “Is that okay with everyone here?”

Q—How do most audiences respond to such an approach?

A—Most will applaud or at least start yelling “Yes.” They aren’t likely to say, “No,” because of the way you have framed the question. What you are looking to do is set the parameters for the way you and your audience will communicate. The key is to thank the audience for their cooperation and respectful attitude. Doing this also isolates the heckler and helps you come across as a reasonable and confident communicator that knows how to handle a potentially difficult situation.

Q—But even if you do all that, couldn’t an audience member still yell out and disrupt your presentation?

A—Possibly, but it is not likely. It’s about setting a tone and some ground rules for how the communication is going to play out. A communicator who carries himself in a certain way can have a powerful impact on his audience. The key is to not create a one-on-one, back and forth, between you and an individual audience member. That’s too risky. The more you can identify yourself as part of the larger group who is interested in a respectful and spirited conversation, the more likely you are to keep things under control.

Q—What about just ignoring the heckler, hoping he will go away?

A—Bad move. Wishful thinking is no substitute for having a practical plan. The heckler won’t go away and by ignoring him, it will make you look weak and/or afraid to stand up and take control. Handling a heckler or a particularly aggressive audience member actually presents a great opportunity for a public communicator to show how good he really is.

Dr. Steve Adubato coaches and speaks on the subjects of communication and leadership and is the author of the book "Speak from the Heart." Write to him at The Star-Ledger, 1 Star-Ledger Plaza, Newark, NJ 07102, or click here to contact him through this web site.