To continue yesterday’s blog, Tolerant Training, there are things trainers can do to tolerate the trials that may emerge during training sessions. Now, the best defense is a good (practiced) offense.
Prior to the training session, if you have the opportunity, meet with attendees (individually) in advance, clarify your objectives, and seek an understanding of the participant’s expectations. Your goals are to:
- Build a relationship
- Establish common ground
- Get insight into any potential problems
-
In order to accomplish this task, there are a few strategies to consider:
- Request support and cooperation for the session.
- Address concerns proactively, and remove any reasons for objection.
- Determine a role the participant can play that would occupy his attention in a constructive, helpful way.
-
During the session, your strategies will need to be spontaneously implemented as needed. But, there are many ways to ensure you do your part to pave the way:
- Start on time and explicitly communicate the length/schedule. Set expectations early. If you wait for latecomers, you’re communicating that you’ll accommodate their tardiness.
- Engage everybody equally. If a participant has something that needs to be said, encourage him to share it, validate it appropriately, and move on. Nonverbally and verbally let participants know that you want to hear from them by asking questions or moving closer to them to draw their attention.
- Notice nonverbals. If a participant has a confused look on her face or is nodding his head, acknowledge that you see it and ask if they need further clarification, have an opinion, or something else. If it becomes too distracting, share your observations with them at break.
- Stop sidebar conversations subtly. If side conversations or whispering is happening, move physically closer to those who are responsible, and when necessary, directly and constructively ask them to stop.
- Approach the “attention-hungry” participants. Someone who wants to be the center of attention must be attended to appropriately. To subtly set an authoritative tone, physically position yourself closer to them, and maintain strong eye contact as you stand close to them. And then, shift your attention, call on someone else, and maintain your physical position. If this doesn’t work, you may need to confront them directly and privately.
- Call on quiet participants by name. Ask for their opinion directly, and to avoid embarrassing them, positively reinforce their response in a way that suits the situation.
- Disrupt patterns of disrespect. Validate that participants have the right to disagree with you and others, but encourage them to negotiate constructively and to avoid attacking.
- Use hand gestures to hold off impatient participants. If certain participants frequently interrupt, misinterpret or attack others, nonverbally acknowledge that you are not avoiding their input, but will call on them in due time.
- Solicit suggestions. Encourage participants to play a role in the success of the training by inviting their input. And be open to feedback. When participants are critical of you, digest their suggestions. Acknowledge that you have heard them, thank them for sharing, and commit to responding once you have fully considered their comment.
