Dealing with Challenging Group Participants

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Dealing with Challenging Group Participants

• Dr. Ginny Barnes

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Dealing with Challenging Behaviors Objectives

• Understand different behaviors
• Identify positive
• strategies
• Discuss apply
• strategies to
• diffuse behaviors

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When Stress/Fear happens

• We turn into a group of
• Animals

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Challenging Behaviors

• Interrupting/Talker Skunk
• Rude Interrupting Bull
• Hostile Challenging Snake
• Rambler Chipmunk
• Dominator Lion
• Whining Walrus
• Silent, Shy Ostrich

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Pre-call

• Helps set the stage
• Sets boundaries and limits
• Go over Ground Rules
• Not asking for consensus or agreement
• Time is important
• Be succinct
• Stories/testimonies take away from time for others

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The Skunkthe 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

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How to Handle The Interrupter Talker Skunk

• Pre call how to take additional comments.
• Compliment and ask them to hold their thought
• Ignore them
• Use discouraging body language
• Set limits
• Fogging
• Dominance break and talk

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The Bull Rude Interrupter

• Loud voice
• Quick Temper
• My Way or Highway
• Talks over others
• Wants attention

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How to Handle the Rude Interrupter

• Ignore interruption
• Address interruption
• Shorten comments
• Be firm/assertive
• Limit body language
• Set limits expectations
• Stand by them
• Dont declare war

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Hostile Challenger

• Doesnt LIKE the process
• Manipulative
• Negative
• Wants to change process
• Distorts information

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How to Handle the Hostile Challenger

• Pre-call differences of opinions
• Clarify expectations
• Review the Ground Rules
• Dont give in to avoid backlash
• Talk to some privately prior to meeting

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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

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How to Handle the Rambler Chipmunk

• Pre-call succinct statements
• Ask for their commitment to be focused
• Set guidelines
• Create safety for their own opinions
• Dont attack them personally

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Dominating Lion

• Takes control of the discussion
• Knows everything
• Is the most important King of the Jungle
• Doesnt listen to others
• Has always been there, done that
• Big Ego

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How to Handle the Dominating Lion

• Review the Ground Rules
• Recognize their knowledge/experience
• Dont tell them they are wrong. Use In my
  experience
• Use body language
• Lets hear from others
• Take a break
• Talk to them privately

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The Whining Walrus

• Itll 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

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How to Handle the Whining Walrus

• Acknowledge them what said MMFI
• Ask them to be specific about complaint
• Give them assignment
• Help them be successful problem solving
• Dont let them drag you down. BE POSITIVE
• Move on
• Talk privately

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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

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How to Handle the Silent/Shy/ Tongue Tied Ostrich

• Pre-call expect ALL to participate
• Create safe place
• Coach them remind occasionally/patiently
• Support them thank them for ideas
• Use eye contact to solicit ideas

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Conflict and Disagreements

• From unexpressed fear of lost control/my way
• Consider ALL ideas
• Humor
• Take a break
• Suggest further discussions later

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Six Steps for Handling Challenging Participant

• ATTACK THE PROBLEM NOT PERSON
• LISTEN
• CONTROL EMOTIONS
• CHOOSING THE RIGHT APPROACH
• HAVE A POSITIVE ATTITUDE
• GIVE POSITIVE CONSEQUENCES

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Realign Your Thinking

• Myth 1- You can change the other person
• Myth 2 You can get rid of them the conflict
• Truth You can adapt your behavior

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Best Behavior

• Whatever kind of word thou speakest, the like
  shalt thou bear. --Greek Proverb

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REMEMBER...

• YOUR SIGNATURE IS ON IT!