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