Page 368 - The Creative Training Idea Book Inspired Tips and Techniques for Engaging and Effective Learning

lucas chap 09 11/20/02 1:03 PM Page 357
Agitator Keeping the Communication Flowing 357
Some learners have a personality, and display behavior, that is a constant irritant to
others. If you are unfortunate enough to have such a person in your session, your
patience will be tested, as will that of other participants. The reasons for such behavior
vary, however, my experience seems to indicate that these people are inwardly insecure
and feel they need to demand attention in whatever way and form possible. Likely, such
people have done so or been rebels all their lives. They have probably resisted author-
ity in many forms, so you are not likely to succeed in appealing to their better side or
win them over.
You probably represent the organization or management to them, especially if you
work for or were brought in by Human Resources or upper management. As such, you
are fair game to them because they probably would not take pot shots at HR or upper
management representatives directly. The following strategies might help in dealing
with Agitators.

Tactic 1
Be firm, polite, and take charge of the situation immediately. Other participants look to
you to intercede, especially if the Agitator is attacking one of them or their ideas. In a
cordial manner react to a negative or sarcastic comment with, “That may be how you
feel ___; however, we should hear from others about their views.” Then call on some-
one else immediately. Do not let the Agitator corner you into a one-on-one confronta-
tion. Others who are friends of the person may side with him or her.

Tactic 2
Partner with the Agitator to diffuse his or her argument and thereby regain control of
the session. Look for something in what the person says that you can agree with. For ex-
ample, if an Agitator says something such as, “You stand up there and give us all these
great ideas without ever having worked in this organization.” To counter, I would agree,
“You are correct. I have not worked in this organization; however, I have held similar
positions in other organizations, have done research on the issues you brought up, or
spoke with a number of employees from this organization before the session to gather
background information. These strategies have worked in similar situations and this
program’s content is based on my experience and findings.” This is all assuming I have
done these things. Do not lead the Agitator or any other participant into believing you
have done something that you have not. If they catch you in a lie you can lose and never
regain credibility.

Tactic 3
Simply agree with the Agitator and ask if anyone else has a comment, then move on.