How to handle a 'difficult' delegate!

?? Now some would say, and I may agree with them, that there is no such thing as a 'difficult' delegate it's more about an 'inflexible' trainer! But take a look below as many of you WILL have experienced a disruptive influence.

?? A recent post from a training friend of mine prompted me to write this article. They had experienced on a recent training session an apparently ‘uncooperative, disinterested delegate’ and as a trainer, perhaps you have had that experience too?

Now I appreciate there can be many reasons for this and I’d be the first to call out a trainer who wasn’t engaging, observing and at least attempting to understand the delegate perspective, but I happen to know this particular trainer is first class.

?So what was the issue? Constant checking and scrolling on a mobile throughout the session, rolling of eyes, smirking and distracting others in the group.

???? So how do you as a trainer/presenter handle something like this?

?? Well many years ago I was given some great advice which really does still hold to be true to this day, and it works for me. (If it works for me, there’s no reason it couldn’t work for you too).

? Let’s accept, and I know this from experience, that 95% of attending delegates actually WANT to be there and learn.

?So how do we handle the potentially 5% that don’t?

? Give them an Eye Squint!

Make direct eye contact with them and hold the focus (think ‘Laser Eyes’)! As if you are about to close your eyes, just put a little tension in your eyelids and give them that narrowed ‘squint’ look! This will work for 96% of delegates.

?Walk Towards.

Yes, literally whilst you are delivering a session, within the room, walk towards that person which generally ensures they make eye contact with you. Subliminally, the message will start to sink in and will raise that percentage to 97%.

?Question.

If the eye squint and walk towards has not had the desired effect, I’d pose a question to that person. (Who remembers being at school for class reading, following the text in a book (or not) and then being asked by the teacher to ‘continue from there’! If I wasn’t fully focussed back then, the next question from me was ‘From where exactly, I’ve lost my place’. It always made me focus afterwards)! We’re getting there… 98%.

? Counsel.

If a delegate is still being disruptive to others, then I’d call a break and speak to that person on a one-to-one basis out of the training room. No fuss, no drama just a few questions to understand behaviour. I’ve only ever had to do this twice in many years and both times it worked, we gained an understanding and it can work for you also.. 99% of the time.

? Ask to leave!

Yes, it may sound harsh, but remember, you have that right AND a duty to the other delegates. I’ve NEVER had to resort to this as the previous steps have always had an effect but I’d not hesitate to do so, if the circumstances required it.

?? Now think about this; training sessions are not compulsory, like school is. Delegates have a choice as to whether they want to learn, to be there, to engage etc. Yes, the course or workshop may be ‘Mandatory’ but as a trainer, you should have the right to ensure that those who WANT to learn are not hampered by those that don't want to be there.

???? As always, I’m interested in your thoughts and experiences.

#Training #Sales #Management #Delegates #Monday #MondayThoughts #Mindset