When we actively listen, we focus on the speaker.

If someone talks too much, or for too long, you could politely interrupt.

Allow silences. Remember that everyone does not process information at the same rate, especially those who may have an impairment or are taking medication.

It is important to both hear and feel the other person’s point of view. Good listening skills can enable you to ‘walk in another person’s shoes’

Building rapport involves creating trust and respect for one another.
Empathy means feeling another person’s feelings.
Sympathy involves acknowledging another person’s words or feelings.

Watch the following video: Brené Brown on empathy

Your role is to guide and keep the group focus on the topic. You also need to keep to the timeframe.

This does not mean there is no room for discussion and ideas. You can maintain flow by asking questions.

If something unexpected happens (e.g. someone becomes upset, a participant moves away from the topic, or someone refuses to stop talking) then it is your job to bring the focus back to the topic.

(Note: If there is a co-facilitator, they can monitor participants and assist the facilitator if necessary)

These people tend to argue or to disagree with most ideas.
It is important to be firm but polite and to return the focus to the topic.

Remember that it is important to keep your voice low and slow, and use fewer words.

If someone makes an accusation that you have no understanding of their situation (e.g. “You don’t know what you’re talking about”), stay calm and do not argue. Calm the situation, then involve the group by asking them to discuss the topic.

Side conversations or comments, using phones and texting are some examples of distracting and annoying behaviours.

If a participant appears upset or angry during the discussion, it is important to stay calm. Remember: lower > slower > fewer. If needed, the co-facilitator can step in and have a one-on-one conversation with them.

Although it may be interesting information, it is not helpful if it is not related to the discussion. Acknowledge that the points are interesting and may be raised at a later time.

Sometimes there is a ‘know-it-all’ or someone who wants to be the ‘voice of experience’. Acknowledge the points they make (e.g. “I’m glad you said that”) then invite others into the discussion.

Some people prefer to remain silent or are too shy to speak in front of a group. Draw them into the discussion by asking them a question.

Use smaller groups, which are less intimidating. Offer positive encouragement and reinforcement but never put pressure on the person.

People often disagree and want to express their own opinions. If a person becomes upset or angry, it is unlikely to be about you. More commonly, it is to do with their nature, life-situation or even a recent occurrence.

It helps to know your audience. Sometimes group dynamics and personalities can lead to conflict. That is when conflict resolution becomes important.

People have their own perceptions, personalities and opinions. As a result, conflict can come from any one or multiple internal or external factors including:

Understanding what may have led to the conflict will help you to manage and resolve it.

Sometimes there is a ‘know-it-all’ or someone who wants to be the ‘voice of experience’. Acknowledge the points they make (e.g. “I’m glad you said that”) then invite others into the discussion.

Note: Redirecting the issue back to the group agreements about behaviour can also help.

Use active listening to acknowledge the differences in viewpoints or to redirect the conversation and involve others.

If this is unsuccessful, try a ‘drop the rope’ strategy. This means avoiding conflict by refusing to argue and moving the conversation on.