Figure out which type of resister you’re dealing with to meet his/her needs. “How to” Resistance: The resister doesn’t know how to participate. You should provide clear(er) expectations. “Change to” Resistance: The resister feels like s/he doesn’t have a change […]

There’s a difference between a heckler and a resister. The following may be signs of resistance: Frequent side conversations. Doing something else (not participating in the training). Frequently challenging the trainer/subject matter experts. Difficulty in understanding simple direction.

“DDD” is a strategy you can use while dealing with a heckler. Depersonalize: Peaple come with their own emotional baggage. Don’t take it personal. It’s not malicious. They are not trying to sabotage you personally. Detach: Don’t engage your ego. […]

Ask your heckler to identify him/herself. Hecklers like to be anonymous. Use the heckler as an example. Say their name aloud. Stand near your heckler (or have your support person stand near your heckler). Ask your heckler questions in return […]

The Instigator: Someone who just wants to start trouble. The Non-Participator: Someone who is overly negative or just not engaged. The Corrector: Someone who continually brings up things that are either ambiguous or inaccurate. The Griever: Someone who continually expresses […]

 Roles │ Responsibilities │ Do’s and Don’ts │ Tips │ Listening Disruptive behavior is a symptom of an unmet need. If at all possible, identify the need and fill it to stop the disruptive behavior.