Managing Difficult Training Situations Laura Brey, MS NASBHC Training of Trainers April 21-23, 2008 © 2002 Rocky Mountain Center for Health Promotion and.

Managing Difficult Training Situations

Laura Brey, MSLaura Brey, MSNASBHC Training of Trainers NASBHC Training of Trainers

April 21-23, 2008April 21-23, 2008

© 2002 Rocky Mountain Center for Health Promotion and Education

7525 West 10th Avenue • Lakewood, CO 80215-5141

303/239-6494 (phone)• 303/239-8428 (fax)

www.rmc.org • www.preventioncolorado.org • E-mail: [email protected]

Difficult Training SituationsDifficult Training Situations

Identify difficult training situations.Identify difficult training situations.

Practice effective strategies for Practice effective strategies for handling difficult training situations.handling difficult training situations.

Conflict is natural; neither positive Conflict is natural; neither positive nor negative, it just is. nor negative, it just is.

Conflict is just an interference pattern of Conflict is just an interference pattern of energies.energies.

Nature uses conflict as its primary Nature uses conflict as its primary motivator for change, creating beautiful motivator for change, creating beautiful beaches, canyons, mountains, and pearls.beaches, canyons, mountains, and pearls.

It’s not whether you have conflict in your It’s not whether you have conflict in your life. It’s what you do with that conflict that life. It’s what you do with that conflict that makes a difference.makes a difference.

——T. CrumT. Crum The Magic of ConflictThe Magic of Conflict

ProfessorsProfessors

These people want mastery These people want mastery and competence. They and competence. They want to be able to want to be able to rememberremember the information the information and to perform the skills and to perform the skills that are represented.that are represented.

© 2002 Rocky Mountain Center for Health Promotion and Education. For permission to reprint, call 303/239-6494.

FriendsFriends

These people want involvement These people want involvement and engagement with other and engagement with other participants. They want to participants. They want to respondrespond to the topic through interpersonal to the topic through interpersonal relations. Feeling tone is important relations. Feeling tone is important to them.to them.© 2002 Rocky Mountain Center for Health Promotion and Education. For permission to reprint, call 303/239-6494.

ScientistsScientists

These people want to These people want to understand and comprehend. understand and comprehend. They want to They want to reasonreason with the with the information that is being information that is being presented.presented.

© 2002 Rocky Mountain Center for Health Promotion and Education. For permission to reprint, call 303/239-6494.

InventorsInventors

These people want to adapt, modify, These people want to adapt, modify, extend, explore, and create. They extend, explore, and create. They want to want to reorganizereorganize the information the information into new and different arrangements.into new and different arrangements.

© 2002 Rocky Mountain Center for Health Promotion and Education. For permission to reprint, call 303/239-6494.

Community Within the Community Within the WorkshopWorkshop

1.1. Respect opinions and different Respect opinions and different views.views.

2.2. Listen to each other.Listen to each other.

3.3. Feel safe in the environment.Feel safe in the environment.

4.4. Have an opportunity to both learn Have an opportunity to both learn and have fun.and have fun.

The BarriersThe Barriers Your ReactionYour Reaction

Their EmotionTheir Emotion

Their PositionTheir Position

Their DissatisfactionTheir Dissatisfaction

Their PowerTheir Power

Breakthroughs Breakthroughs to the Barriersto the Barriers

Barrier Action

Your Reaction Go to balcony

Their Emotion Diffuse—step to the side

Their position Re-frame—find their “interest”

Their dissatisfaction Bridge to their “interest”

Their power Agree to disagreeDiffuse—step to the side

Overlooked Facilitation Overlooked Facilitation StrategiesStrategies

• Warm-ups/EnergizersWarm-ups/Energizers

Shifts energy, focuses participantsShifts energy, focuses participants

• Norms and ExpectationsNorms and Expectations

Critical for getting “unstuck”Critical for getting “unstuck”

• Reflection and ProcessingReflection and Processing

Where true learning and application take Where true learning and application take placeplace

• ClosureClosure• Bridge to taking action and to next meetingBridge to taking action and to next meeting

InterventionsInterventions

• Level 1Level 1 Do NothingDo Nothing

• Level 2Level 2 Present Present ObservationsObservations

• Level 3Level 3 DescribeDescribe

• Level 4Level 4 AskAsk

• Level 5Level 5 DirectDirect

Killion, 1999Killion, 1999

Staying in ControlStaying in Control When Answering When Answering Confrontational QuestionsConfrontational Questions

Listen—Stay Centered Listen—Stay Centered (go to balcony)(go to balcony)

Acknowledge/Validate Acknowledge/Validate (step to the side)(step to the side)

Drop Voice.Drop Voice.

Repeat with a Positive Tone Repeat with a Positive Tone (reframe)(reframe)

Bridge—Bridge—their interest to your objectivetheir interest to your objective

Move On.Move On.

Staying In ControlStaying In Control

Set ground rules and use them.Set ground rules and use them.

Don’t engage the individual and Don’t engage the individual and lose the group.lose the group.

Don’t give up the microphone.Don’t give up the microphone.

Use body language and eye Use body language and eye contact to stay in controlcontact to stay in control

Be honest if you don’t know the Be honest if you don’t know the answer.answer.

Ask clarifying questionsAsk clarifying questions

Listen for underlying concern Listen for underlying concern (interest). (interest).

Respond to the concern, not Respond to the concern, not the anger.the anger.

Leave on a high note.Leave on a high note.

Staying In ControlStaying In Control

DirectionsDirections

1.1. In pairs, pick a In pairs, pick a Difficult Situation Difficult Situation card.card.

2.2. Together, determine the level of Together, determine the level of intervention needed and the dialogues intervention needed and the dialogues you would have with that person. Think you would have with that person. Think of as many ways to give your message of as many ways to give your message as possible.as possible.

3.3. Rehearse your dialogues with each Rehearse your dialogues with each other.other.

4.4. Be ready to share one or two you are Be ready to share one or two you are most comfortable with.most comfortable with.

ConflictConflict

““Conflict can be seen Conflict can be seen as a gift of energy in as a gift of energy in which neither side which neither side loses and a new dance loses and a new dance is created.”is created.”

——T. CrumT. Crum

The Magic of ConflictThe Magic of Conflict

““Speak when you are Speak when you are angry and you will angry and you will make the best speech make the best speech you will ever regret.”you will ever regret.”

— —Ambrose BierceAmbrose Bierce