Ever walked away from a training session frustrated, tired, and angry because large portions of the session were spent trying to deal with a participant who didn't want to participate and was keen to let you know how much he or she didn't want to participate? Have you ever felt like you lost your whole group, because a couple of people were chatting away, or because someone was monopolizing the conversation, or because someone was heckling you all day?Then this Infoline is for you. It provides a checklist to help you prepare for sessions so you can anticipate trouble and plan to deal with it, stop difficult behaviors before they even start, and understand how to adjust your reactions so as to not make the situation worse. You'll also learn about some common unpleasant behaviors as well as ways to think about and handle them effectively.The organizationa#39;s publications department runs a bookstore at the conference, and vou have been tasked with providing customer service training to that departmenta#39;s employees who will be running the store. Because everyone in the anbsp;...
|Title||:||Managing Difficult Participants|
|Publisher||:||American Society for Training and Development - 2004-09-01|