Training tough participants
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Training Tough Participants
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- Last Updated: 07 October 2021
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No matter how well you prepare for your workshop or training session, you should always expect the unexpected. Sometimes a session can have a great, fun and upbeat start then easily turn into a nightmare. Something you say may strike the wrong chord with a participant who doesn’t agree with you or you may have a chronic trouble maker in the room who just enjoys putting you on the spot and watch you squirm. Some behaviors or attitudes can be predicted and it’s your job as a trainer to both anticipate them and deal with them effectively.
When dealing with disruptive behavior or a tough and challenging situation with participants while you are delivering, always remember the following three key principles that should be your goals to handle the situation professionally.
1- The first and most important goal is to respect the person and avoid embarrassing or belittling him or her in any way. Allow them maintain their dignity at all times
2- Stop the dysfunctional behavior as soon as you can
3- Keep the person engaged and involved in your session and prevent him or other participants from “shutting down” and keep in mind that the way you handle the disruptive person/situation will be judged by the whole group.
Once you dealt with the situation and responded to the disruptive behavior or personal attack, make sure you acknowledge the feelings or emotions of the person and never return the attack otherwise other participants may turn against you. Avoid aggressive statements like “Your attitude is very negative” or “You have to listen” instead say something that acknowledges the feeling and diffuses the situation like “I can understand you have a strong feeling about this” or “I’m sorry you feel that way”.
There is no one simple solution to dealing with difficult participants or difficult behavior. It is usually a matter of thinking on your feet and doing the best that you can in that situation. But when you are trying your best to deal with a participant who is being “difficult” then you must remember that your
main objectives are to minimize the difficult behavior, while maintaining the self-esteem of the individual participant.
The following are some tried and true ways of dealing with difficult participants that may help. You will need to develop your own repertoire that you can call upon when you need to.
The talkative
This is someone who wants and enjoys being under the spotlight, he’s usually the first one to volunteer and seems to have something to say and an opinion about everything. You can give him a chance to shine once or twice but follow it up by saying something like “I really appreciate your input, but let’s give a chance for others to contribute as well”, suggest that you would be happy to follow-up the discussion at break time or during lunch to ensure we can stay on schedule.
The excessive talker can also be assisted to lessen their contribution by gently interrupting them and then asking them to summarize and get to the point. As soon as you got the summary, move on to someone else. Either by inviting someone else to speak, by saying their name or by inviting a general contribution from the group. Break eye contact with the person and turn away slightly to reinforce the message with your body language to the person that his/her contribution is over and focus will need to move to someone else.
The quiet
There’s always one in almost every group, this is the person who is very attentive but too shy to share his/her thoughts or uncomfortable speaking in a group and prefers to just passively listen. The issue here is that this type of person usually has some great ideas and valuable contributions and if you make no effort to involve them, they keep their ideas to themselves so others in the group will not benefit from peer learning and the participant himself will not benefit from getting these ideas shared and validated.
Encourage quiet participants to be involved in discussions and share their thoughts and comments by saying “(Person’s Name), I know you got some great experience in this, we would really like to hear what you think”. Attempt to include them, particularly when you know that they know something about the subject under discussion. Another tactic is to get them into small groups of two or three, this makes it easier for them to open up and start participating in small group activities.
You can also talk to them privately and find out what is the problem. Perhaps they have been “sent” on the course by their manager and resent the fact. Maybe they feel that they already know the subject area that you are covering on the course. Speaking to them privately and perhaps sympathizing with them can sometimes get them on your side, which will often improve their behavior.
The aggressive
This is the participant who openly or covertly questions your knowledge and credibility, claiming that whatever you are saying has nothing to do with the real world. It’s important not to get into any sort of argument, you can get yourself off the hot spot by turning to the rest of the group and calmly handle the situation by offering to discuss this topic further with him/her during break time or saying something like “I completely understand your point of view about this. What does the rest of you think?” This gives the opportunity for others to participate and with some peer pressure he/she may back down or change their behavior.
The one track minded
This is the stubborn, hard to deal with person who is not ready to accept a different point of view than his own which is usually frustrating to you the trainer as well as other participants as it undermines group consensus in any collaborative activity or group learning exercises. It’s highly recommended to use a direct approach by saying something like “I understand your point of view, but for the sake of time / to finish the activity, I’m going to insist that we move on. I would be happy to discuss this further at another time”
The clueless
This is the participant who is not really sure why he/she is in this class, totally missed the point of the discussion which is revealed by his/her answers or remarks that are unrelated to the subject of discussion. With this person you can say something like “Something I said must have led you off track. What we want to point out is….”
The know-it-all
This person believes that he/she is the authority on every topic. He just knows it all. And since this person in their own mind is the expert, he/she assumes a role that is superior to other participants as well as the trainer, relishes any chance to show off this knowledge and at times tries to take over the session. To handle this person you need to first acknowledge his/her contribution, appealing to his/her ego first to make them feel special which is what they really want. After acknowledgment you can say “That’s one way of looking at it. However, there are other points of view”
The indifferent
This is the participant who showed up just because they were told they have to. He/she simply does not want to be there and makes no effort to participate by voicing their opinions or in group activities, not only will this person show no interest, but he or she may even resort to engaging in activities separate from the group. The best way to handle this is by encouraging him/her to participate by asking for their input exactly as you would with a quiet participant. Ask something like “From your experience, what do you think?”
Class clown
This person loves getting attention and does not care if it’s at the expense of others. Telling jokes, going off topic and overly commenting on everything said can be highly disruptive so It’s important to swiftly handle this attitude and not let it go out of control by saying something like “We all do enjoy a good joke, but for now we need to focus on our topic”
The complainer
This is the individual who complains about everybody and everything be it their boss, colleagues, organization or what have you. You can easily identify this person by his/her negative verbal remarks as well as negative behavior that’s usually very evident from their body language, always frowning, defensive posture, ..etc. The problem here is that this type of negative attitude is contagious and can spread around to other participants in the group. You can respond to this negative attitude by asking questions like “What do you suggest to change this situation?” or “What have you done about this in the past?”
The side conversationalists
One last common issue that can be very disruptive is side conversations. They can be at times a frequent and annoying occurrence when two or more participants engage in a side conversation while you or another participant is talking. There are several tactics that can be used to stop this behavior, walking over to the individual/s is usually sufficient in making them stop. In case it’s repeated again, try calling out the person/s names and put them on the spot by asking them something like “We were just talking about….what are your thoughts about this?”
Be careful when handling this situation, you don’t want to come across behaving like a “teacher,” catching pupils talking in class. The famous comment of “Would you like to share what you are talking about with the rest of the group” can sometimes go down like a ton of lead. Try splitting the talkative participants candidly by putting them in different groups on your next activity and when the exercise is finished, leave the groups sitting together, instead of inviting them to come back to their original seats. Consider also giving them the benefit of the doubt, maybe they haven’t understood something, or maybe even the person who is doing the talking doesn’t feel very well.
To successfully handle the various tough situations and properly react to the different attitudes and behaviors of tough participants that you may come across, one thing to keep in mind is never take anything personally. If someone points out a mistake, honestly thank them for it , when you are challenged by a participant with an opposing point of view, acknowledge the difference in opinion and thank them for providing a different perspective and whatever you do, never get into an argument or a debate. No good can come out of this in any training situation.
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
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Price: $199.95 $179.95
Instant Download Training packages
Emotional Intelligence
Through a series of hands-on activities and key emotional intelligence concepts, this one-day training program will help participants improve their emotional intelligence skills enabling them to use emotional information from themselves and others, integrate this with their thinking for better decision making helping them to more easily get what they want from the immediate situation and from life in general.
Price: $199.95 $179.95
Find a way to say YES! (Telephone customer service)
This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business.
Price: $199.95 $179.95
Front Line retail selling skills
Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS.
Price: $199.95 $179.95
Handling angry and difficult callers
It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process.
Price: $199.95 $179.95
Influencing People
The sophisticated ability of humans to influence and be influenced by each other is probably one of the key foundations of the evolutionary success of our species. It’s an essential part of human communication and a powerful tool in both the personal and professional lives of people of all sorts. We all need to use the art of influencing others in some aspect of our lives...
Price: $199.95 $179.95
Lead, Motivate & Inspire - Leadership Skills Training
The best leaders have the ability to share their vision with passion and commitment, giving their people a purpose, a challenge they are willing to embrace and carry on to achieve amazing results. This two day activity based training program will empower you as a leader in bringing out the best in yourself and others by exploring the most critical success...
Price: $199.95 $179.95
Marketing Essentials
This two-day training program aims to help you transition from thinking like a consumer to thinking more like a marketer. It takes a step by step approach to clearly outline the whole marketing process from market research to putting together a marketing strategy and a marketing plan.
Price: $199.95 $179.95
Managing Office Politics
In today’s complex and competitive work environment, understanding and effectively navigating office politics is essential for career success. The "Mastering Office Politics" training program is designed to equip professionals with the knowledge and skills needed to thrive in any organizational setting. Through this comprehensive program, participants will explore the dynamics of workplace politics...
Price: $199.95 $179.95
Managing People
Packed with fun, hands-on activities, this two-day program will help you teach your class four core management fundamentals that are essential for each new line manager and supervisor. From setting clear objectives to monitoring performance to motivating your team, situational leadership and more...
Price: $199.95 $179.95
Managing The Customer Experience
The customer experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully. Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises.
Price: $199.95 $179.95
Negotiating for Results
Negotiating is a part of everyday life. We negotiate in our work, with our friends, and even our family members. In this two day class, participants will learn what negotiation is and how to get the most from their personal negotiations. Participants will discover their personality style and how to negotiate effectively with other personality styles.
Price: $199.95 $179.95
New College Instructor Orientation
Making the move from industry to classroom is difficult for many new college instructors. Your day is not your own anymore – each moment is about focusing on the adult learners in your classroom. You may be used to clocking into a 9 to 5 job but teaching in a college is much different: you’ll need to know how to manage your time, prepare lesson plans, develop assignments and tests, and how to evaluate your students.
Price: $199.95 $179.95
Administrative Assistant Skills
This two day training program is packed with techniques for improving the most essential basic business writing skills as well as both verbal and non-verbal communication in general in addition to proper time management and general office organization techniques that will help administrative assistants, secretaries and office managers in performing their day to day tasks more confidently and professionally.
Price: $199.95 $179.95
Anger Management
We all know an angry face when we see one. Anger is such a universal and powerful emotion that can make you physically and emotionally ill, sap your energy and poison your relationships or it can motivate you to make needed changes and add vitality to your life. This training program aims to help you adopt a more constructive attitude towards your anger and to more effectively manage anger in others as well.
Price: $199.95 $179.95
Building High Performing Teams
A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
Price: $199.95 $179.95
Business Etiquette
The ability to handle yourself properly today can sometimes outweigh even your technical skills. If you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career. All business experts agree that good manners promote good business. This is how important business etiquette is.
Price: $199.95 $179.95
Call Control
The main focus of this one day tailored training program is to help call center agents reduce their AHT – Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more...
Price: $199.95 $179.95
Coaching People For Better Performance
In this two-day interactive training program, participants will learn a structured process that will enable them to systematically develop their people and unlock their potential to improve their performance. Participants will learn through a series of hands-on activities, and practice two different coaching models (Continuous support coaching model & GROW coaching model)...
Price: $199.95 $179.95
Change Matters - Change Management
No matter if you are the boss at your company or an employee, change affects everyone. In dealing with change, people must address their own thoughts, feelings and behaviors first to be able to go through the labyrinth of change. There are loads of books and training programs addressing organizational change. The different thing about this training program...
Price: $199.95 $179.95
Communication Skills for Customer Service Staff
The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion...
Price: $199.95 $179.95
Communication Skills for Sales Staff
Elevate your sales game with this dynamic training program! Gain the tools and strategies to build rapport, understand customers deeply, forge authentic connections, deliver exceptional service, overcome objections, and confidently close deals. Discover the secrets of tailoring your communication style and uncover persuasive conversations that leave a lasting impact.
Price: $199.95 $179.95
Communicating with Clarity and Impact
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of your class participants to the test and lay the ground for many of the concepts throughout the program.
Price: $199.95 $179.95
Conflict Resolution
Conflict is inevitable, we’ve all had conflict situations in the past and probably will have them in the future. This two day conflict resolution training program will teach you or help you teach others how to more confidently deal with workplace conflict situations. Participants will discover how conflict situations can be turned around into opportunities.
Price: $199.95 $179.95
Creative Problem Solving and Decision Making
This highly interactive workshop introduces a variety of creative problem solving and decision making tools and techniques. Participants will learn to analyze problems, generate creative solutions, and decide which solution most closely matches their needs. In addition to the numerous activities and exercises throughout the training where participants get to practice the different tools and techniques learned...
Price: $199.95 $179.95
Emotional Intelligence
Through a series of hands-on activities and key emotional intelligence concepts, this one-day training program will help participants improve their emotional intelligence skills enabling them to use emotional information from themselves and others, integrate this with their thinking for better decision making helping them to more easily get what they want from the immediate situation and from life in general.
Price: $199.95 $179.95
Find a way to say YES! (Telephone customer service)
This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business.
Price: $199.95 $179.95
Front Line retail selling skills
Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS.
Price: $199.95 $179.95
Handling angry and difficult callers
It’s no fun being on the receiving end of a frustrated angry shouting caller who just had a bad customer experience and out to get his/her revenge, particularly when the caller’s issue was not even your fault in the first place. This one day program will help you teach call center agents a simple but powerful 3 step process. Using this process.
Price: $199.95 $179.95
Influencing People
The sophisticated ability of humans to influence and be influenced by each other is probably one of the key foundations of the evolutionary success of our species. It’s an essential part of human communication and a powerful tool in both the personal and professional lives of people of all sorts. We all need to use the art of influencing others in some aspect of our lives...
Price: $199.95 $179.95
Lead, Motivate & Inspire - Leadership Skills Training
The best leaders have the ability to share their vision with passion and commitment, giving their people a purpose, a challenge they are willing to embrace and carry on to achieve amazing results. This two day activity based training program will empower you as a leader in bringing out the best in yourself and others by exploring the most critical success...
Price: $199.95 $179.95
Marketing Essentials
This two-day training program aims to help you transition from thinking like a consumer to thinking more like a marketer. It takes a step by step approach to clearly outline the whole marketing process from market research to putting together a marketing strategy and a marketing plan.
Price: $199.95 $179.95
Managing Office Politics
In today’s complex and competitive work environment, understanding and effectively navigating office politics is essential for career success. The "Mastering Office Politics" training program is designed to equip professionals with the knowledge and skills needed to thrive in any organizational setting. Through this comprehensive program, participants will explore the dynamics of workplace politics...
Price: $199.95 $179.95
Managing People
Packed with fun, hands-on activities, this two-day program will help you teach your class four core management fundamentals that are essential for each new line manager and supervisor. From setting clear objectives to monitoring performance to motivating your team, situational leadership and more...
Price: $199.95 $179.95
Managing The Customer Experience
The customer experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully. Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises.
Price: $199.95 $179.95
Negotiating for Results
Negotiating is a part of everyday life. We negotiate in our work, with our friends, and even our family members. In this two day class, participants will learn what negotiation is and how to get the most from their personal negotiations. Participants will discover their personality style and how to negotiate effectively with other personality styles.
Price: $199.95 $179.95
New College Instructor Orientation
Making the move from industry to classroom is difficult for many new college instructors. Your day is not your own anymore – each moment is about focusing on the adult learners in your classroom. You may be used to clocking into a 9 to 5 job but teaching in a college is much different: you’ll need to know how to manage your time, prepare lesson plans, develop assignments and tests, and how to evaluate your students.
Price: $199.95 $179.95
Administrative Assistant Skills
This two day training program is packed with techniques for improving the most essential basic business writing skills as well as both verbal and non-verbal communication in general in addition to proper time management and general office organization techniques that will help administrative assistants, secretaries and office managers in performing their day to day tasks more confidently and professionally.
Price: $199.95 $179.95
Anger Management
We all know an angry face when we see one. Anger is such a universal and powerful emotion that can make you physically and emotionally ill, sap your energy and poison your relationships or it can motivate you to make needed changes and add vitality to your life. This training program aims to help you adopt a more constructive attitude towards your anger and to more effectively manage anger in others as well.
Price: $199.95 $179.95
Building High Performing Teams
A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
Price: $199.95 $179.95
Business Etiquette
The ability to handle yourself properly today can sometimes outweigh even your technical skills. If you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career. All business experts agree that good manners promote good business. This is how important business etiquette is.
Price: $199.95 $179.95
Call Control
The main focus of this one day tailored training program is to help call center agents reduce their AHT – Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more...
Price: $199.95 $179.95
Coaching People For Better Performance
In this two-day interactive training program, participants will learn a structured process that will enable them to systematically develop their people and unlock their potential to improve their performance. Participants will learn through a series of hands-on activities, and practice two different coaching models (Continuous support coaching model & GROW coaching model)...
Price: $199.95 $179.95
Change Matters - Change Management
No matter if you are the boss at your company or an employee, change affects everyone. In dealing with change, people must address their own thoughts, feelings and behaviors first to be able to go through the labyrinth of change. There are loads of books and training programs addressing organizational change. The different thing about this training program...
Price: $199.95 $179.95
Communication Skills for Customer Service Staff
The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion...
Price: $199.95 $179.95
Communication Skills for Sales Staff
Elevate your sales game with this dynamic training program! Gain the tools and strategies to build rapport, understand customers deeply, forge authentic connections, deliver exceptional service, overcome objections, and confidently close deals. Discover the secrets of tailoring your communication style and uncover persuasive conversations that leave a lasting impact.
Price: $199.95 $179.95
Communicating with Clarity and Impact
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of your class participants to the test and lay the ground for many of the concepts throughout the program.
Price: $199.95 $179.95
Conflict Resolution
Conflict is inevitable, we’ve all had conflict situations in the past and probably will have them in the future. This two day conflict resolution training program will teach you or help you teach others how to more confidently deal with workplace conflict situations. Participants will discover how conflict situations can be turned around into opportunities.
Price: $199.95 $179.95
Creative Problem Solving and Decision Making
This highly interactive workshop introduces a variety of creative problem solving and decision making tools and techniques. Participants will learn to analyze problems, generate creative solutions, and decide which solution most closely matches their needs. In addition to the numerous activities and exercises throughout the training where participants get to practice the different tools and techniques learned...
Price: $199.95 $179.95
All you need
to deliver a great training!
Our training material packages come with all you need to provide
a professional and accelerated learning solution with
High Impact
Power Point Slide Deck
To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.
Student
Workbook
A comprehensive reference workbook you can give out to your class participants as a quick future reference.
Trainer
Guide
With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.
Activity
/Exercise Sheets
Various training material and support documents to help you both explain and debrief the different exercises, activities and games Plus a fun final Jeopardy style review game as a fun ending for your training program.
Additional
Support Documents
To ensure you have all you need to deliver a complete and professional training program, additional supporting documents are included with each full course material package. From training evaluation forms to 5 different certificate templates that you can edit and hand out to your participants at the end of your training.
Job Aids
& Forms
Specific forms designed to extend and reinforce the training that participants can utilize back on the job to help them apply the new learned concepts (Select training material packages)
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