It’s certainly not uncommon as a trainer to find yourself sometimes in sticky, disagreeable and intimidating situations in a training class. Some of these situations may be because of something you said or did as a trainer but often times it can be traced back to the participants themselves.

Their personality and background sometimes plays a role or the existent dynamics of the training group. Whatever the reason may be that causes participants to engage in behavior that disturbs or impedes the learning process, you have the responsibility to handle the situation swiftly and appropriately, ensuring that the learning process is not interrupted.

Below are some of the typical “Sticky” situations you may find yourself facing as a trainer along with some recommended responses based on our experience, you may find some of them useful to safely steer out of some tough situations in the training room due to behavior of some participants.

 

1. Side-talk distractions.

Some participants are engaged in side talk and private conversation while the session is in progress.

Suggested Response

• Assess your own role in causing the participants' behaviour. If so, take necessary corrective action.
• Take notice of the situation and good humouredly ask whether you could have the benefit of the conversation. Do not ascribe motive to the behaviour, as it is quite likely that they are indeed sharing a point or two related to the discussion.
• Ask the participants whether you could be of any help in getting across the discussion points to them.
• Use non-verbal communication to indicate that the behaviour has been noticed. A pause in the middle of making a point can send an effective signal to the participants.
• Ignore the behaviour and continue with the session.

 

2. Repeated off-topic Interventions by a Participant

 

A participant keeps interrupting by asking irrelevant questions and making suggestion not related to the topic at hand which distracts the group and takes discussion off-topic. The learning process gets impeded, participants are getting frustrated and some of them are even visibly annoyed.

Suggested Response

• Do not get provoked. Do not get directly involved with the participant at this stage.
• Look for signals, through body language, from the participants on their reaction to this participant.
• Without appearing to be confronting her, ask the participant to briefly indicate in what ways her contribution is helping the discussion.
• Widen the extent of the discussion and bring in some other participants. Solicit their views. Be careful to invite those who appear to be unhappy with the participant's undesired intervention and are capable of articulating their views freely.
• If considered appropriate, summarise the comments of other participants and proceed with the session.

 

3. Verbal Confrontation between Two Participants

An argument breaks out between two participants when one presents his/her ideas on a topic and another participant fires away with counterarguments which develops into a confrontation and the dialogue distracts the group and negatively affects the learning process.

Suggested Response

• Do not get excited. Intervene on behalf of the group and let the participants know that their behaviour and contributions are not helping the discussion. You may say, ‘We have heard both of you. You appear to have differing points of views. This is ok but I feel that the group has a right to hear other members as well. May be you can continue your dialogue during the break.’
• Do not ascribe motive or judge their behaviour even if you are reasonably sure of what lies behind this confrontation. They will defend their position and you can get into an argument with them.
• Remind the group of the ground rule that emphasises wider participation of the members of the group.

 

4. No response from participants

You put a question out to the group to encourage comments or draw out their views on a particular point but your question is met with complete silence.

Suggested Response

• Rephrase the question or your statement and check with the participants whether they are comfortable with it.
• Summarise the key points of the issue/s under discussion.
• Identify someone whose body language suggests that she wants to say something but is restraining herself, waiting for someone else to break the ice.
• Call on your sense of humour, de-freeze the situation and then proceed to continue the session.
• If you are near the break, wind up the session.

 

5. Distractions through Regular Movement of the Participants

It’s getting very distracting; a number of participants keep coming in and going out of the training room during the session. The constant moving around is causing a lot of disturbance to the whole class making it hard to focus on the topic at hand.

Suggested Response

• Engage in self-assessment and examine whether your training style or presentation has contributed to participants' behaviour. You should be willing to take the responsibility, if the appraisal suggests this.
• If so, take appropriate action. Modify your style. Perhaps, a change in the training method may help. For instance, pick up some key points out of the discussion and divide the participants into smaller groups. Greater involvement of the participants is a useful option.
• Invite views of other members of the group on the relevance of the topic or the presentation. Their endorsement will alienate the ‘deviant participants’ and, hopefully, the situation will normalise.
• Remind the group of the ground rules. Without appearing to be irritated, just tell the group, ‘I think if we can settle down quickly it will be possible to make progress in our discussion.’ Or ‘If you suggest we may take a break for five minutes so that some of you can attend to urgent calls’.

 

 

6. A Participant is taking center stage 

One of your key aims in any class is to get as many of your class attendees to participate but sometimes you come across a participant who attempts to dominate discussion and take center stage so other participants have almost no chance to express their views and fully participate.

Suggested Response

• Do not get impatient or irritated. Keep you cool. Your strategy should be to handle the situation without getting into a direct confrontation with the participant.
• A sound option is to demonstrate your interest in her comments. If considered appropriate, quickly summarise the comments. You may even express your appreciation of her contribution. This may, to some extent, satisfy her desire to get recognition. You may follow this by making a statement such as, ‘You have presented your views in a detailed way. I think others also have something to share on this issue. Why not give them an opportunity and hear them as well. This will help us look at other dimensions of the issue, widen the scope of the discussion and the group will benefit. If we have time, I will come back to you later or you may like to discuss it further with me during the break.’ You may also remind the participants of the ground rule that lays down norms for optimum and wider participation. In this way, you speak for the group without getting into a face-off with the participant.
• Then proceed to seek the views of other participants on the issue.
• If this behaviour persists, you can consider the option of speaking to the participant in private and sharing your concern on her behaviour.

 

7. Challenged by a Participant

A participant who does not agree with your point of view expresses his/her disagreement by challenging you.

Suggested Response

• Notwithstanding the motive of the participant, your strategy should be to keep your composure and remain unruffled. Do not get provoked. This will earn you the appreciation of the group.
• It is prudent not to get involved into a direct argument with the participant. Otherwise you may play into her hands.
• Reflect on the viewpoint of the participant and summarise it. Express your appreciation of the participant's contribution and explain the points of agreement and disagreement in the two positions.
• Invite other participants to express their views.
• You should be willing to accept the participant's point of view if it has merit and substance. Otherwise agree to disagree.

8. Lack of Participation

Most participants are not joining in or contributing to discussions, they are just listening passively without genuine interest or participation in discussions.

Suggested Response

• Remind the group of the ground rules on optimum participation. Make it clear that you expect participation from most of the members, as this will enrich the discussion.
• Check with the group in a subtle way to find out the reasons for lack of participation. Use your persuasive ability.
• Invite one or two silent participants to contribute. Take care that you do not coerce or embarrass them. You should pick on those who appear to be less inhibited and their body language suggests that they would be willing to share their views with a little bit of encouragement and coaxing.
• Once the process starts, there is generally a chain reaction and some other participants also pick up the confidence to share their views.
• If some participants are not able to communicate well, you should be prompt in helping them. Supply a word or two, add a phrase or a sentence or paraphrase their comments, without appearing to be patronising.
• Relax the atmosphere through your actions and words, facilitating participation.