Laura Scala's Blog

Tell me more

Posted on: June 17, 2010

During class yesterday, we learned a trick to help simmer down a potentially hostile audience member in a training session.    The idea is to remain calm and in control and allow the person to vent out all of their frustration.   The person challenging you as the trainer is gearing up for a fight and if you don’t get emotionally charged at them….the situation tends to fizzles out.

What I liked so much about this technique is that it requires the trainer to just listen.   Something that we expect and hope from the members of the audience attending our training session.     Perhaps expect is too strong of a word but we can certainly hope for attention and hope that we get through as they listen to what we are trying to say.   

That is exactly what this technique demands of the trainer…to change roles and be an audience member if only for a moment so the person upset or frustrated can have the floor.     The power shift in the room probably wouldn’t go on for a whole while but it would be enough to prove that not only can the trainer model what active listening looks like but that they are confident in their skills to shift the power back continue on with the training.

Besides listening are there any other skills that the audience members are anticipated to show that the trainer could also do that would benefit the entire session?

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2 Responses to "Tell me more"

I think that being authentic and communicating openly and honestly are also two way streets!

I felt a great deal of relief after learning the “tell me more” technique. Assuming I can remember to use it in the heat of the moment, it’s a nice way of seeming to shift the power/attention to the person who’s craving it while while addressing the challenge in a non-confrontational manner. It actually reminds me of a technique I for dealing with objections that I’ve been taught in my sales work: agree, get the info from the person and address the real issue rather than the aggressive objection. Funny how so many things are related.

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  • None
  • elaine: I felt a great deal of relief after learning the "tell me more" technique. Assuming I can remember to use it in the heat of the moment, it's a nice wa
  • Kiki: I think that being authentic and communicating openly and honestly are also two way streets!
  • frontrangetrainer: I think that motivation for learning as an adult depends on where a person is in their life/career. Personally, I am in information-vacuum mode right

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