Contribution forwarded to this site by Rose Mortenson (AGCAS)

DEALING WITH PROBLEM INCIDENTS

Below are some suggestions for dealing with problem incidents and they fall into three broad strategic types.

Don’t start from here

This is where the problem has occurred because appropriate steps have not been taken at an earlier stage. For example, the participants may not have been introduced to each other, the purpose of the course may not have been made clear, the preparation that was required may have been unclear or impossible, or the ground rules of the session may not have been established appropriately. Until these prerequisites are sorted out you may be repeatedly fire fighting in the course and the incident will keep recurring.

Use structures

Unstructured large group discussions are very difficult. Many incidents are an inevitable consequence of lack of structure. Both the process and the content need to be structured. If one structure isn’t working, try the opposite e.g. if a plenary discussion isn’t working, break into small groups.

Make leadership interventions

These are the really skilful things experienced tutors learn to say and do which redirect groups, defuse situations, bring in quiet participants and so on. In small groups these interventions can be subtle and discrete. Use of gestures, facial expressions and posture may be sufficient. In larger groups you may need to be less subtle and more assertive about your interventions. You may need to be a great deal explicit about what you are doing and what behaviour you are expecting and you may need the co-operation of the group to tackle the problem.

For example, instead of using body language or gestures to shut one participant out and bring in another, you may need to say:

"I’ve noticed that some of you have done most of the talking while others have had little opportunity to join in. I’d like everyone to do whatever they can to produce a more balanced pattern of discussion. This may mean keeping a little quieter or asking others to join in by asking them questions.”

POSSIBLE SOLUTIONS TO PROBLEM INCIDENTS

1. The whole group is silent and unresponsive

Use rounds, buzz groups or pyramids to get people talking and energised. Make it clear you really do want them to join in. Be quiet and wait. Ask them in fours to discuss what could be done to make the group more lively and involved and then pool suggestions.

2. Individuals are silent and unresponsive

Use open, exploratory questions. Invite individuals in: “I’d like to hear what Chris thinks about this”. Use buzz groups. Put all the quiet ones together in a small group to discuss

3. Sub-groups start forming with private conversations

Break them up with sub-group tasks. Ask “What is going on?” Self-disclosure: “I find it hard to lead a group where……”

4. The group becomes too deferential towards the trainer

Stay silent, throw questions back, open questions to the whole group. Negotiate decisions about what to do instead of telling them.

5. Discussion goes off the point and becomes irrelevant

Set clear themes or agenda. Keep a visual summary of the topics discussed for everyone to see. Say: “I’m wondering how this related to today’s topic.” Seek agreement on whether the diversion should be followed.

6. A distraction occurs (such as two participant’s arriving late)

Establish group ground rules about behaviour such as late arrivals. Give attention to the distraction. Try to get the distraction shared by whole group – it can then be dealt with and group can move on.

7. Members do not listen to each other

Point out what is happening. Establish ground rules about behaviour.

8. Participants do not answer when you ask a question

Use open questions, leave plenty of time. Use buzz groups.

9. Two participants are very dominant

Use hand signals, gestures and body language. Support and bring in others. Give the dominant participants roles to keep them busy (such as note taker). Use structures that take away their audience e.g put them together when working in pairs.

10. Participants complain about the seminar and the way you are handling it

Ask for constructive suggestions. Ask participants who are being negative to turn their comments into positive suggestions. Ask for written suggestions at the end of the session. Agree to meet in a small group afterwards.

11. The group picks on one participant in an aggressive way

Establish ground rules. Ask “What is going on?”. Break up the group using structures.

12. Discussion focuses on one corner of the group and the rest stop joining in

Use structures. Point out to the group what is happening. Check the layout of the room.