Page 159 - DMGT518_TRAINING_AND_DEVELOPMENT_SYSTEM

Training and Development System

Notes participant who can catch him off guard or damage the learning environment. Such problems
include people who talk during class, challenge your expertise or authority, or show up late.

 Prevention is perhaps the best solution to behaviour problems. One approach is to set the
expectations with learners and managers before training begins by describing the course
content, expectations about the learners’ performance, and the rules of conduct appropriate
during class.
 Some problems will occur regardless of the preventative measures you take. Select the
interventions based on the severity of the behaviour problem. To provide some guidance
on this, take measures to eliminate behaviour problems when they become distracting to
you or others.
(a) Strategies for Handling Talkers: Talking in class is one of the most frequently cited
learner behaviour problems. Here are some tips on how to handle talkers.

 Remain calm and composed.
 Start asking questions.
 Stand close to talkative people.

 Acknowledge the talkers’ presence by referring to an earlier statement or
comment made by them.
 Shift into an activity that requires some other training method.

 If the behaviour persists, give the class a break, take the chatty participant
aside, and ask him to refrain from talking during class because he is becoming
a distraction to the others.

 If all else fails, ask participant to leave the class.
(b) Strategies for Handling Challengers: Challengers are learners who question the value
of the material, the trainer, or the learning environment.

Although these questions are challenging, they may also be valid. Learners should
know why they are there, how the training will help them in their job, and how the
skills will transfer to the “real” world (their jobs). If you set the right tone at the
beginning of the training experience, you should effectively diminish the chance
that challenges can be successful in what they are doing. However, if these problems
come up during delivery, you should remain calm and patiently answer the questions.
Above all, avoid being defensive.
(c) Strategies for Handling Derailers: A derailer is similar to a challenger, a derailer wants
to change the focus of the training. Derailers go off on tangents to discuss obscure
issues or raise questions that are not really pertinent to the topic.
The “parking lot” method allows you to place issues that are outside the scope of
training or that cannot be dealt with during the time allotted on a list for later
discussion. Realize that other participants are also watching how you handle these
situations. In some cases, they will actually cheer when a derailer with a special axe
to grind is treated in this way.
(d) Strategies for Handling Latecomers: Latecomers are people who consistently show up
late for training, take long breaks, and depart early. Attendance expectations should
be conveyed during the opening remarks; you should make it clear that if participants
are unable to meet the expectations, they should not attend the training at all because
they risk missing valuable information or distracting other people.

154 LOVELY PROFESSIONAL UNIVERSITY