Published on September 17, 2007
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 Identify positive strategies Discuss andamp; apply strategies to diffuse behaviors 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 Rambler Chipmunk Dominator Lion Whining Walrus 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 Be succinct 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 Ignore them Use discouraging body language Set limits Fogging Dominance: break and talk The Bull: Rude Interrupter: The Bull: Rude Interrupter Loud voice Quick Temper My Way or Highway Talks over others Wants attention How to Handle the Rude Interrupter: How to Handle the Rude Interrupter Ignore interruption Address interruption Shorten comments Be firm/assertive Limit body language Set limits andamp; expectations Stand by them Don’t declare war Hostile Challenger: Hostile Challenger Doesn’t LIKE the process Manipulative Negative Wants to change process Distorts information How to Handle the Hostile Challenger: How to Handle the Hostile Challenger Pre-call differences of opinions Clarify expectations 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 Set guidelines Create safety for their own opinions Don’t attack them personally Dominating Lion: Dominating Lion Takes control of the discussion Knows everything Is the most important 'King of the Jungle' Doesn’t listen to others Has always 'been there, done that…' Big Ego 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 Move on Talk privately 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 Humor Take a break Suggest further discussions later Six Steps for Handling Challenging Participant: 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 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!