“The first thing Jobs does is probably the hardest. He takes a pause, sits in silence…and thinks. In what seems like an eternity to the audience (and in reality lasted about 10 seconds), Jobs takes a sip of water and reflects on both the criticism and the question.”
Twenty years ago, shortly after he returned to Apple, Steve Jobs faced a tough, insulting question from a crowd member at an Apple developer conference. His response is a master class in how to handle a situation like that.
Inc. shares video footage of the exchange and breaks it down into six things to do when you respond to an insult including to agree with the accuser, help everyone see the big picture, and use vulnerability to your advantage.