Dealing with Challenging Group Participants: Dealing with Challenging Group Participants Dr. Ginny Barnes
Dealing with Challenging Behaviors: Objectives: Dealing with Challenging Behaviors: Objectives Understand different behaviors
Discuss andamp; apply
When Stress/Fear happens…: When Stress/Fear happens… We turn into a group of
Animals Challenging Behaviors : Challenging Behaviors Interrupting/Talker Skunk
Rude Interrupting Bull
Hostile Challenging Snake
Silent, Shy Ostrich
Pre-call: Pre-call Helps set the stage
Sets boundaries and limits
Go over 'Ground Rules'
Not asking for consensus or agreement
Time is important
Stories/testimonies take away from time for others The Skunk…the Interrupter/Talker: The Skunk…the Interrupter/Talker Constantly interrupting
Talks to another person
Interrupts facilitator or others
Needs to express an opinion
Wants to be heard
Has a better way
Has had more experience How to Handle The Interrupter Talker Skunk: How to Handle The Interrupter Talker Skunk Pre call how to take additional comments.
Compliment and ask them to hold their thought
Use discouraging body language
Dominance: break and talk The Bull: Rude Interrupter: The Bull: Rude Interrupter Loud voice
My Way or Highway
Talks over others
How to Handle the Rude Interrupter: How to Handle the Rude Interrupter Ignore interruption
Limit body language
Set limits andamp; expectations
Stand by them
Don’t declare war Hostile Challenger: Hostile Challenger Doesn’t LIKE the process
Wants to change process
Distorts information How to Handle the Hostile Challenger: How to Handle the Hostile Challenger Pre-call differences of opinions
Review the Ground Rules
Don’t 'give in' to avoid backlash
Talk to some privately prior to meeting The Rambler Chipmunk: The Rambler Chipmunk Has trouble being succinct/to the point
Goes on /on telling stories or examples
Is a likeable person
Wants to be helpful
Has good attitude
How to Handle the Rambler Chipmunk: How to Handle the Rambler Chipmunk Pre-call succinct statements
Ask for their commitment to be focused
Create safety for their own opinions
Don’t attack them personally Dominating Lion: Dominating Lion Takes control of the discussion
Is the most important 'King of the Jungle'
Doesn’t listen to others
Has always 'been there, done that…'
How to Handle the Dominating Lion: How to Handle the Dominating Lion Review the Ground Rules
Recognize their knowledge/experience
Don’t tell them they are wrong. Use 'In my experience…'
Use body language
'Let’s hear from others'
Take a break
Talk to them privately
The Whining Walrus: The Whining Walrus 'It’ll never work …we tried that before'
Given up changing
Been around forever and has BIG Blame Bag.
Feels like a victim; has no control
Not like to speak up and be assertive
How to Handle the Whining Walrus: How to Handle the Whining Walrus Acknowledge them andamp; what said: MMFI
Ask them to be specific about complaint…
Give them assignment
Help them be successful problem solving
Don’t let them drag you down. BE POSITIVE
Shy/ Silent/Tongue Tied Ostrich: Shy/ Silent/Tongue Tied Ostrich Usually good ideas
May be embarrassed to talk aloud
May not be 'good with words'
Waits until the last minute to add ideas
May have need to please, be perfect
May not want to create conflict How to Handle the Silent/Shy/ Tongue Tied Ostrich: How to Handle the Silent/Shy/ Tongue Tied Ostrich Pre-call expect ALL to participate
Create 'safe place'
Coach them andamp; remind occasionally/patiently
Support them; thank them for ideas
Use eye contact to solicit ideas
Conflict and Disagreements: Conflict and Disagreements From unexpressed fear of lost control/my way
Consider ALL ideas
Take a break
Suggest further discussions later
Six Steps for Handling Challenging Participant: Six Steps for Handling Challenging Participant ATTACK THE PROBLEM NOT PERSON
CHOOSING THE RIGHT APPROACH
HAVE A POSITIVE ATTITUDE
GIVE POSITIVE CONSEQUENCES Realign Your Thinking: Realign Your Thinking Myth #1- You can change the other person
Myth #2 – You can get rid of them andamp; the conflict
Truth – You can adapt your behavior Best Behavior: Best Behavior 'Whatever kind of word thou speakest, the like shalt thou bear.' --Greek Proverb REMEMBER...: REMEMBER... YOUR SIGNATURE IS ON IT!