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RESPONDING TO PARTICIPANT HOSTILITY



OPTION 1



Avoidance



Ignore the hostile remark or action and proceed as if nothing had happened



Solicit peer influence to shut them down (lapse into deliberate silence; others will move to quell the disruptive peer)



Appear to ignore the response, but actually interpret its intent and respond to meet the underlying concern expressed



(note: in each case, the strategy is to avoid head on and open confrontation with the resistance you are receiving)





Acceptance



Move to find out the purpose of the protest and if appropriate "give in" This allows participants some latitude to alter content or conduct of the session to suit their needs



If the intent is only to disrupt the proceedings, then the acceptance of resistance can be counterproductive





Adapt



A manipulative strategy.  Engage the resistor in such a way as to use the force of their resistance against them or for yourself.



Agree with thine adversary; then take the argument away from them.



Stand Fast



An energy-expensive response to make.  Do not give way.  Do not discuss.  Do not negotiate.



Push back



The most energy-costly option.  Result of they push, you push back is conflict.  A no-win option, even if you win the fight, you may lose the group.  Always a gamble.  Can pay off.  If others are intimidated by hostile peer and are afraid to cooperate with you and to stand up to and stop their peer.  An option of last resort.





TEAM WORK



Set Your Expectations



1. Agree on your goals

2. Agree on performance standards

3. Write each goal on one sheet of paper

4. Re-read each goal - this takes a minute

5 Look at your performance during the day - this takes a minute

6. See if your behavior matches your goal





One minute praisings



1.  Tell people up fornt that you're going to let them know how they're doing

2.  Praise people immediately

3.  Be specific about what they did right

4.  Tell people how you, the organization, and others have been helped

5.  Let them feel how good you feel

6.  Encourage more of the same

7.  Shake hands or touch people to make your support clear





One minute reprimands



1.  Tell people up front that your going to let them know how they're doing

2.  Reprimand people immediately

3.  Be specific about what they did wrong

4.  Tell people how you feel about what they did wrong

5.  Let them feel how you feel

6.  Shake hands or touch people to make your support clear

7.  Remind them how much you value them

8.  Reaffirm that you think well of them, but not their perform ance in this situation

9.  Realize that when the reprimand is over, it's over





On minute goals



# Take a minute

# Look at your goals

# Look at your performance

# See if your performance matches your goals