I noticed that my very first blog, “BlackBerry Blues: How can we Stop Learners from Using Them?” generated much feedback (15 comments and counting) from our readers. Thanks for all the sharing! Interestingly, people had mixed opinions on the issue. Some of you liked the idea of using humor (definition of “MasterBerrying,” the “Daycare Box”) while others were more tolerant of their use and even incorporated them as a training instrument (i.e. text answers to in-class quizzes as a game – what a great idea, Laurie!).
I then realized that I had touched a nerve with many of you and therefore decided to devote this entire blog to “Difficult Participants in the Classroom.” Don’t we all have our own “war stories?” Come on, can we talk?
You’ve got the prisoner, the latecomer, the sleeper (although, sleeping I don’t mind; it’s the snoring that gets to me), the know-it-all, the side bar conversations, the bored, the confused, the domineering, the challenger, and the preoccupied. Have I forgotten anyone? I’m sure you’ve got your favorite but remember, they’re like our gifts, our exceptional learners.
But what’s a trainer to do???
Let’s use the prisoner, as an example. You know the type, the person who would rather be ANY OTHER PLACE than in training. Maybe it’s a mandatory class, like OSHA compliance training, as per the Occupational Safety and Health Act. Wow, I bet that’s got to be riveting stuff, too!
Some of you know that I do enjoy the humor, so, first of all, I would start the class with the following: “To my prisoners in the room, please be assured that this will be your shortest sentence ever served and I promise you’ll receive regular yard time, for good behavior.” Next, I would follow this up with other behavior management techniques, such as sharing the benefits of the session, perhaps letting them vent their concerns and asking them to help me with simple tasks, such as distributing materials. The best way to make a friend is to ask that person for a favor – and to thank them for their help. If all of the above failed, as a last resort, I would have a one-on-one conversation with the participant, outlining my concerns. (Be sure to check out Debbie’s blog,”It’s Mandatory and You’ll Like It!” for further tips.)
The steps listed above outline the proper method of dealing with any difficult participant. Always begin with subtle, non-confrontational techniques. We can also try to use positive reinforcers, if possible, along the way. Studies show that people respond better to praise of their positive behaviors than punishment of their negative ones. If all else fails, we then need to proceed with a direct and corrective approach – in private, of course.
Dealing with difficult participants is what I dread most as a trainer, but I have learned, over the years, to resist the urge to become defensive and/or jump to conclusions. Bottom line, for ALL difficult participants, something is keeping them from learning. Our job, as trainers, is to do our best, to remove those barriers, knock down those walls, so that they, and others, can learn.
Marsha
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I like the humor approach to the “prisoner” and will keep this in my hip pocket for future use.
On the added topic of Blackberrys: In Jim’s recent Certified Instructor/ Facilitator class in Phoenix a suggestion was made to make Blackberry ring tones an ice breaker. I thought this was a great idea. Clearly a statement about “G-rated” or appropriate ring tones only should be made in advance.
I had the pleasure of presenting a second kick off of an ISO 9000 certification process with employees still angry from the first, failed attempt.
As was the habit of the Director, the kickoff meeting was “mandatory for all employees”. Having taken a workshop called “Investment in Excellence”, I remembered one of the concepts learned. The concept is that there are only 2 “have-tos”. One is that you have to occupy space. The second is that you have to die. Everything else is a choice, which has consequences. I told the participants that, contrary to the director’s email, this kickoff is not mandatory. I said that if they did not want to be here, they could leave. To my amazement, not one person left! The attitude improved immediately, and we did obtain certification.
Love the “Blackberry ring tone icebreaker” idea! And Bob, what a great idea putting the choice back on the participants. A colleague of mine shared a great line with me, when someone questions the value of your training. “Do what’s best for you.” Your story reminded me of that.