15

Managing the Tough Moments

When dealing with a confrontational question, separate the attitude of the questionnaire from the content of the question.

——Andrew Bryant

This chapter discusses how to graciously manage three kinds of participant-trainer challenges that sometimes surface in a workshop:

1. How to respond to disruptive questions and comments.

2. How to manage a monopolizer.

3. How to disagree with a participant’s comment that you think is inaccurate.

If difficult questions or statements are handled ineptly, it’s likely to waste workshop time and undermine the effectiveness of the training. For example, if a person says, “When are you going to stop pussyfooting around the basic issues?” you could say, “In about five minutes,” and ...

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