We all know those questions that get asked and instantly freeze you up. I remember the first time this happened to me. 

 “Rush, the results we got from another of your trainers caused chaos in our company!”

Believe it or not, I send that guy (when I can remember) a little “Thank you” note every year. His was the gift that keeps on giving!

Not only did he buy from me (eventually), he inspired me in so many ways, to be better! 

But…at that moment…I froze. So…what to do when you are faced with that tough question or comment?

#1. Pause. Intentionally stop time and breathe deeply! Give yourself an opportunity to think…and swallow, if possible, without calling too much attention to yourself. Avoid gasping for breath, swearing or wiping your brow.

#2. Replay the comment or question, in your head, so as to be sure you’re really hearing what’s said.

#3. Reward your attacker. Use a response that will give her recognition for her observation! “Y’know, I’ve heard that before. Not everyone is brave enough to say it though.”

#4. Own the issue. “In this business what we deliver is not always the solution to the problem we’re addressing.”

#5. Give a way out to take the pressure off. “Sounds like we ought not even continue our conversation.” (know as “siding with the negative” in behavioral science)

#6. Re-enter the fray. “As long as we’re talking, could I ask you a quick question? Is there any way I can redeem the position and see if I’d have done anything differently or are you just done with us?”

As with all tactics and techniques worth knowing, it takes confidence and practice to pull this off. Much like a judo black belt, the practice is worth the effort when (not if) the situation arises!