Dealing with Difficult Participants

Presented by Darlene Atkinson

Narration
Slide
My presentation is Dealing with Difficult
Participants. This was presented by Scott
Enebo for The Bob Pike Group, based on a
book by Bob Pike and Dave Arch.
[Refer to handout]
We will be using the handout to capture
information about difficult participants
and perform some learning activities.

Lets start out by talking about difficult

participants you have known. Every
trainer has at least one war story.
Learning Activity
On page 2 list two or three difficult
participants you have had in your classes.
You may list what they did to make them
difficult or who they are.
[Discuss trainers difficult participants]

What is a difficult participant? A difficult

participant is described [Click remote] as
anyone who disrupts or interferes with the
learning of others and self.
Our job as trainers is to help difficult
individuals dismantle the roadblocks that
may keep them and others from learning.

Dealing with Difficult Participants

Presented by Darlene Atkinson
The goal of most workplace training is to
produce improved results on the job.
Success is measured according to what is
actually used on the job. So, lets talk
about what we can do before and during
training to have a successful outcome.
[Click remote]
If possible, the trainer needs to involve
the manager so the participant is
prepared, maybe even excited, to come to
training. The manager should help create
an environment that helps participants
develop realistic, positive expectations of
the course.
Share the course objectives with the
participant, either through the manager or
directly.
Assign pre-work. Maybe you could put
together a packet of information, such as
an overview, the training objectives, and
expectations while attending class. You
could have them complete a survey
asking what they know and what they
want to know.
[Click remote]
During training you want to help them
focus on the material being presented. It
is to your benefit to apply preventive and
positive reinforcements right from the
beginning of the class. Doing so will
minimize or eliminate many of the difficult
participant behaviors.
You should have 3 goals as an instructor:
[Click remote]
Get the participant on board. This may not
always be possible.
[Click remote]

Dealing with Difficult Participants

Presented by Darlene Atkinson
Minimize their impact on others in class.
[Click remote]
And lastly, ask questions. Its not about
you, it may be something else.

Minimizing the impact of difficult

participants begins before class. As
trainers you need to follow the three Ps:
[Click remote]
[Read slide contents]

Preparation includes the things that tend

to turn otherwise agreeable people into
difficult participants.
[Click remote]
Ask them how they are, what they want to
learn
[Click remote]
This might be something you could do
before class if you are not familiar with
the participants.
Awareness Familiarity
Competency Mastery
Where they are in relation to other
participants may dictate their

Dealing with Difficult Participants

Presented by Darlene Atkinson
attitude.
You could design an activity where
trainees at the mastery level lead a group
of trainees at the Awareness or Familiarity
level.
[Click remote]
Focus on outcomes of training.
[Click remote]
Design the flow of the presentation.
Smooth, not jumpy. Match the workflow.
[Click remote]
Practice!
[Click remote]
Set the room up in a way that will
encourage participation and learning.

Vary the types of participation.

[Click remote]

Have a variety of learning activities.

Some people enjoy role play, others
hate it. Mix up the types of
participation.
Rotating team leaders keeps the
group on task.
Have a volunteer write on a flip
chart.

[Click remote]
The 10/70/20 rule could be used when
presenting your material.
Allot 10% of the time to introduce
or make a transition to the topic.
Devote 70% of the time to content
delivery.
The final 20% of the time should be
devoted to summary, conclusion,
and transition to the next lesson or

Dealing with Difficult Participants

Presented by Darlene Atkinson
module.
Vary your physical placement in the room
and amongst the participants.
Lastly, vary your style.
Participative - sharing
Reflective watching and listening

On page 8 of your handout, use the Word

Bank to fill in the blanks under each
photo.
[Allow a minute to complete]
Grade yourself as we talk about each type
of participant.
As discussing
[Click remote]
each
type, ask for
The Latecomer
other ideas
Time
Thank
Offer rewards
[Click remote]
Cells/PDA
Silent
Precise

Dealing with Difficult Participants

Presented by Darlene Atkinson
Make it part of your ground rules
Change up activities

[Click remote]
The Know-It-All
expertise
challenging

In summary, remember the 3 Ps when

getting ready to train.
[Click remote]
This concludes my presentation.
If you would like to learn more, the book,
Dealing With Difficult Participants, is
available in my personal library. It has a
lot of ideas for each type we discussed
today, plus 13 additional difficult
participants.

Your handout contains three additional

pieces of information that you can read on
your own.
[Click remote]

Dealing with Difficult Participants

Presented by Darlene Atkinson
[Click remote]