1.
Dealing with Dif f icult
P
eople
YeohPC_Feb04

2.
Objectives:
To help trainers identify
difficult participants
according to their
characteristics that they are
likely to encounter
(or have encountered) in
their training session
To become aware of approaches that they
can use in dealing with difficult people

3.
Activity One: Animal Parade
(a)
Work in small groups
Work through the task-matching the set of pictures
of labels with the animals (Document folio pages
11-12)
(b)
Have you encountered other kinds of difficult
participants?
What kind of object or living thing could be used as
a metaphor for these people?
What are the advantages and disadvantages of
using these animals (or other) symbols for
categorizing these difficult people?

4.
(c) Rate
each character in terms of
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
The bored
The confused
The domineering
The elder
The know-it-all
The introvert
The late comer
The preoccupied
The prisoner
The sleeper
The socializer
The unqualified
How frequently you have encountered them in your ETeMS
training?
How seriously the presence of the character would affect
your style of training

5.
(d)
Each character is assigned to your group.
Suggest some strategies you could use in
dealing with them.
Group 1.
Group 2.
Group 3.
Group 4.
Group 5.
Group 6.
Group 7.
Group 8.
Group 9.
Group 10.
Group 11.
Group 12.
The bored
The confused
The domineering
The elder
The know-it-all
The introvert
The late comer
The preoccupied
The prisoner
The sleeper
The socializer
The unqualified

6.
Book
Dealing with difficult participants: 127
Practical strategies for minimizing
resistance and maximizing results in
your presentations
by
Bob Pike, CSP and Dave Arch
(1997)

7.
Strategies listed from
More indirect
More preventive
More direct (corrective)

8.
The bored
Change the pace
Maintain a benefit-based approach
Remain intensely practical
Emphasize the unusual

9.
The confused
Evaluate your pre-session publicity
Present the agenda
Brainstorm benefits and losses
regarding the materials to be covered

10.
The domineering
Use small groups
Rotate group leadership
Use incentives
Use physical proximity
Establish group ground rules
Establish group questioning
Rotate group members
Utilize tokens
Directly question another participant
Make and break eye contact and select another
participant
Deny aknowledgement
Post a difficult question or assign a difficult task
Private discussion

11.
The elder
Begin with the familiar
Begin with terms and concepts
Enlist their help
Share testimonials
Share historical illustrations
Initiate a private discussion

12.
The know-it-all
Encourage pretesting
Acknowledge expertise
Enlist their help
Making him/her a mentor to others

13.
The introvert
Use small group projects
Employ group-generated questioning
Rotate small group leadership
Ask for written responses
Demonstrate the value of volunteering
Provide small incentives
Allow participants to participate at their own
comfort level
Partner selectively (introvert + moderate
outgoing) not introvert + dominant

14.
The late comer
Arrange the room to minimize distractions
Start the class on time
Always thank the participant for being on time
Set ground rules
Use value-added activities
-must know
-nice to know
-where to find
Give shorter, more frequent breaks
Use curiosity
Offer an incentive
Build group accountability
Avoid making negative assumptions
Welcome them and express appreciation for their
attendance
Don’t interrupt your training for late comers
Shut the door after the break is over
Make the latecomer the class time keeper

15.
The preoccupied
Instruct participants to clear personal
spaces
Utilize more small group discussion
Promote group questioning
Review using team competitions
Initiate a private discussions

16.
The prisoner
Directly face the prisoner’s
reservation
Present group-generated benefits
Keep all course materials benefit
based
Enlist their help
Initiate a private discussion

17.
The sleeper
Utilize group activities
Vary your vocal pattern
Provide ice water
Provide coffee
Provide shorter, more frequent
breaks

18.
The socializer
Use small group
Switch to a group activity
Rotate groups
Decrease your voice’s volume
Ask a directed questions
Pause
Ask them to share
Initiate a private discussion
Publicly request that they stop the side
conversation

19.
The unqualified
Define and publicize course
prerequisites
Pretest
Assign a mentor
Schedule courses in order of difficulty

20.
Thank
You

21.
Activity Two:
Facing the difficult person
Document folio pages 22
YeohPC_Feb04