Top Tips for Dealing with Challenging Delegates
21/04/2011, Author: Maria Gardner
As I’m coming up to my 5th birthday at Criterion Partnership (don’t worry, I still look youthful – I use good moisturiser!) I thought it was about time I took a moment to share some of what I have learnt during this time.
During these years as a Consultant Occupational Psychologist I have run many a training course, on a variety of subjects, including leadership, communication skills, recruitment, stress and well being and performance management. The reality is that despite the best of intentions – on my part and the client’s – on occasions some delegates just didn’t want to be there.
So what do you do in that situation? Based on my experiences here are my top tips for dealing with challenging/negative audiences:
1. Be in the room early and be prepared. Personally, I also like to put some music on as it lightens the atmosphere as people come in. It also seems to encourage the delegates to start chatting to each other more and start building their support networks.
2. Clearly introduce yourself at the beginning, outlining your expertise in this area and your understanding of their organisation - this will help you establish credibility. Very important with sceptical audiences!
3. Find out what their objectives are during the first 30 minutes. When doing this, emphasise that it is important to you to find out what they want to get out of attending. Demonstrating a genuine interest in them at this point will help you build rapport with the group and create a sense of safety for those that might have brought some ‘baggage’ with them.
4. Be supportive when delegates share their objectives. Also make links between these and the content of the course to help them see the benefit of participating. Where there aren’t any direct links, let them know that you would be happy to talk to them individually and point them in the direction of relevant resources.
5. Once you have heard their objectives, if possible, highlight where there is some flexibility in the timings and that you will tweak things where you can to ensure the course meets their objectives.
6. Tell them to come and talk to you if they don’t feel their objectives are being met.
7. Don’t rise to the bait of any blatant negativity, particularly not in front of the rest of the group. Approach this as everyone is entitled to their opinion and as an opportunity to express their views. A facilitative approach can also be used to help them explore alternatives to their particular position on an issue.
8. Don’t make judgements about an individual, their issues or their baggage too soon – it will limit your thinking in terms of how best to interact with them. I’ve personally found that with an open and non judgemental approach even the most die hard of resistant delegates will come around by the end of the first day.
9. Give the rest of the group the opportunity to ‘police their own’. More engaged and willing delegates will often resent negative individuals taking over the discussions and activities and will try challenge or support them.
10. Don’t single the negative individuals out for ‘special attention’ during discussions and activities.
11. Give them time and space to work through their issues.
12. If they are still appearing to be negative, speak to them quietly and discreetly on a one-to-one basis during a break. If the training is non-compulsory discuss whether it is best for them to continue to take part. If it is compulsory explore with them how they can get something out of taking part. It may also be necessary at this stage to gently point out to them what impact their negative attitude/behaviours are having on the rest of the group.
So those are my top tips. It would be great to hear from other trainer/facilitators what you have found works well.
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