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As a facilitator, you may encounter negativity in your training sessions. This negativity might be exhibited in various ways—such as disengagement or resistance to participation—and may derail learning discussions or exercises. Negativity can taint the experience for trainees who want to learn. A negative training environment can even block learning from occurring, which can have a detrimental impact on successful job performance.
Handling negativity effectively is critical for maintaining a productive learning environment and ensuring all participants can benefit from the training. Dr. Julie Smith, an organizational psychologist and leadership consultant once said, “Handling negativity effectively requires patience, empathy, and the ability to turn challenges into opportunities for growth.”
With Dr. Smith’s quote in mind, handling negativity might still feel challenging. Here are a few tips to combat negativity:
Establish Ground Rules and Use Positive Reinforcement
Set expectations for behavior and participation early in the training session. This will positively affect the learning environment. At Langevin, we call this “Housekeeping.” It’s an opportunity to outline how things will run for the course. Adults like to know what to expect when they are in training, so outline the hours, break opportunities, group dynamics, and expectations early in the session. Involving the participants in some of these details may also contribute to a more positive attitude from those that come in with a negative mindset.
Using positive reinforcement to recognize and praise contributions and behaviors helps keep a more positive and engaging learning environment as well. A few of my favorite phrases are:
- “Great insight. It really adds value to our discussion.”
- “Thank you for sharing your perspective. It’s really helpful for everyone.”
- “I appreciate your active participation. It makes the session much more engaging.”
- “That’s a fantastic point. Well done!”
- “I see you’ve put a lot of thought into this. Excellent work.”
In addition to these verbal reinforcers, you can use non-verbal by smiling, nodding, maintaining eye contact, or even moving towards the speaker. Non-verbal cues can be just as powerful in reinforcing positive behavior and encouraging a supportive learning environment.
Engage the Group and Encourage Open Communication
A negative learner (or group of learners) will inevitability show up in one of your training sessions. Perhaps they are negative because they were forced to attend a mandatory course. Or they could be upset about a policy change they’re now tasked with learning. Creating an engaging learning environment that is relevant and meets learners’ needs can limit some of this negativity to begin with. Sharing an overview of the training, as well as the benefits, early in the session will help learners buy into the training because they will see how it can impact their work positively.
Foster an environment where learners feel safe to express their thoughts and feelings by listening actively and validating their perspectives. You can take it a step further by showing empathy and understanding towards participants’ frustrations. Showing empathy might sound something like this:
“I understand this new policy change feels overwhelming and may seem like an additional burden on top of your existing responsibilities. Many of us feel stressed when faced with changes that impact our daily routines. Let’s take some time to discuss how we can integrate this new process in a way that feels manageable and beneficial for everyone involved.”
This statement acknowledges the learner’s feelings, shows understanding, and offers a constructive way forward.
Be Prepared to Handle Negativity and Do So Privately
Preparation is key to successful facilitation. Be prepared for how to handle things when training doesn’t go as planned, including when negativity arises. Anticipate common sources of negativity you’ve encountered in past sessions, such as resistance to mandatory training or frustration with new policies. Prepare responses that acknowledge these concerns and offer constructive solutions.
I’ve incorporated an action plan that has helped me assess and manage negative behaviors. I start by assessing the situation, who is involved, and who is being affected. I then determine if I can wait for a self or peer correction, or if I need to make a subtle intervention or a more direct intervention. If a participant is disruptive, I address the situation privately instead of in front of the whole group by offering to discuss the situation one-on-one during a break. An invitation to do this might sound something like, “I noticed you had some concerns during class today. Could we discuss them privately during the next break?”
Stay Calm and Redirect Negative Energy
When you are faced with negativity in the training room, stay calm and remain composed. If a participant makes a negative comment, I try to pause for a moment before responding. This short pause can help me avoid reacting impulsively and allows me to respond more thoughtfully. For instance, I might pause and then say, “That’s an interesting point. Let’s explore that further.”
Try not to take the negativity personally. You may find a learner’s negativity comes from a source of genuine concern or frustration. When you listen to the concerns of the learners with empathy, and without judgment, they’ll typically view you as an ally, not an adversary. It’s quite possible their negativity diminishes simply because you cared enough to listen. Using positive body language, even when faced with negativity, conveys confidence and openness, helping to de-escalate a tense situation. I consciously maintain an open and relaxed manner, standing or sitting up straight. I also avoid crossing my arms and maintain eye contact.
When I hear a negative comment, I will sometimes encourage participants to suggest solutions or alternatives to the issues they raised. By encouraging your learners to turn their barriers into opportunities, it sends a very clear message that it is no longer acceptable to wallow in the pit of “can’t” and “won’t.” Hopefully, you’ll inspire them to proactively determine their own solutions, along with your help and assistance as needed.
Handling negativity in training sessions is a critical skill for facilitators. By staying calm, acknowledging concerns, and fostering open communication, you can create a positive and productive learning environment. Establishing ground rules, redirecting negative energy, and engaging the group are effective strategies to manage negativity. Remember to handle disruptions privately and use positive reinforcement to encourage constructive behavior. Being prepared will help you continuously improve your facilitation skills. With these key tips in mind, you can effectively manage negativity and ensure successful training sessions.
These techniques, along with your professionalism and diplomacy, should go a long way in combating the negative attitudes and behaviors you’ll occasionally encounter in training. For additional tips on handling these and other challenging situations, check out Langevin’s Advanced Instructional Techniques workshop. It focuses on what master trainers do to create a positive climate for learning, lead groups, motivate learners, deal with difficult behaviors, and much more!
This article was first published May 21, 2018
