Managing difficult behaviour in the class room

1. BEHAVIOR:

Rambling -- wandering around and off the subject. Using far-fetched examples or analogies.

POSSIBLE RESPONSES:

• Refocus attention by restating relevant point.
• Direct questions to group that is back on the subject
• Ask how topic relates to current topic being discussed.
• Use visual aids, begin to write on board, turn on overhead projector.
• Say: "Would you summarize your main point please?" or "Are you asking...?"
1. BEHAVIOR:

Shyness or Silence -- lack of participation.

POSSIBLE RESPONSES:

• Change teaching strategies from group discussion to individual written exercises or a videotape
• Give strong positive reinforcement for any contribution.
• Involve by directly asking him/her a question.
• Make eye contact.
• Appoint to be small group leader.
2. BEHAVIOR:

Talkativeness -- knowing everything, manipulation, chronic whining.

POSSIBLE RESPONSES:

• Acknowledge comments made.
• Give limited time to express viewpoint or feelings, and then move on.
• Make eye contact with another participant and move toward that person.
• Give the person individual attention during breaks.
• Say: "That's an interesting point. Now let's see what other other people think."
3. BEHAVIOR:

Sharpshooting -- trying to shoot you down or trip you up.

POSSIBLE RESPONSES:

• Admit that you do not know the answer and redirect the question the group or the individual who asked it.
• Acknowledge that this is a joint learning experience.
• Ignore the behavior.
4. BEHAVIOR:

Heckling/Arguing -- disagreeing with everything you say; making personal attacks.

POSSIBLE RESPONSES:

• Redirect question to group or supportive individuals.
• Recognize participant's feelings and move one.
• Acknowledge positive points.
• Say: "I appreciate your comments, but I'd like to hear from others," or "It looks like we disagree."
5. BEHAVIOR:

Grandstanding -- getting caught up in one's own agenda or thoughts to the detriment of other learners.

POSSIBLE RESPONSES:

• Say: "You are entitled to your opinion, belief or feelings, but now it's time we moved on to the next subject," or "Can you restate that as a question?" or "We'd like to hear more about that if there is time after the presentation."
6. BEHAVIOR:

Overt Hostility/Resistance -- angry, belligerent, combative behavior.

POSSIBLE RESPONSES:

• Hostility can be a mask for fear. Reframe hostility as fear to depersonalize it.
• Respond to fear, not hostility.
• Remain calm and polite. Keep your temper in check.
• Don't disagree, but build on or around what has been said.
• Move closer to the hostile person, maintain eye contact.
• Always allow him or her a way to gracefully retreat from the confrontation.
• Say: "You seem really angry. Does anyone else feel this way?" Solicit peer pressure.
• Do not accept the premise or underlying assumption, if it is false or prejudicial, e.g., "If by "queer" you mean homosexual..."
• Allow individual to solve the problem being addressed. He or she may not be able to offer solutions and will sometimes undermine his or her own position.
• Ignore behavior.
• Talk to him or her privately during a break.
• As a last resort, privately ask the individual to leave class for the good of the group.
7. BEHAVIOR:

Griping -- maybe legitimate complaining.

POSSIBLE RESPONSES:

• Point out that we can't change policy here.
• Validate his/her point.
• Indicate you'll discuss the problem with the participant privately.
• Indicate time pressure.
8. BEHAVIOR:

Side Conversations -- may be related to subject or personal. Distracts group members and you.

POSSIBLE RESPONSES:

• Don't embarrass talkers.
• Ask their opinion on topic being discussed.
• Ask talkers if they would like to share their ideas.
• Casually move toward those talking.
• Make eye contact with them.
• Comment on the group (but don't look at them "one-at-a-time").
• Standing near the talkers, ask a nea-by participant a question so that the new discussion is near the talkers.
• As a last resort, stop and wait. 

Adapted from: California Nurses Association, AIDS Train the Trainer Program for Health Care Providers (1988)