THE CHALLENGERS POCKET BOOK phần 9 potx

TECHNIQUES AND TACTICS REFLECT/DEFLECT 3 TYPES OF REFLECTION 1. CHERRY-PICKING Take part of the intervention only and reflect it back. ● 'Let's first take your remark on XYZ. You feel that ?' 2. INTERPRETING Reflect back your version of what the challenger said. ● 'If I understand correctly, your problem/question is ?' 3. PROVOKING Reflect back an even stronger version of the implied attack, criticism or 'heckle' to provoke a climb down or, at least, a diluted restatement of aggression. ● 'So you're saying that XYZ really made you furious?' (Hoping for, 'Well, not exactly furious, but I do think ') 81 TECHNIQUES AND TACTICS REFLECT/DEFLECT 3 TYPES OF DEFLECTION 1. RETURN TO SENDER 80% of questions and challenges are not what they appear. They are requests for the spotlight. When you feel trapped by a question, first reflect back what you think the participant was asking, then ask HIM/HER. You can then comment on their opinion or deflect to the group. Example: Participant: 'What do you think of the new Mini Disk system?' Leader: 'Ah, you obviously feel it will have an impact on the other developments ?' 2. RICOCHET Deflect your reflection to ONE other participant: ● 'Bill, you work in that department, how do you feel about ?' 3. PEER PRESSURE Deflect your reflection to the whole group for comment: ● 'How do the rest of you feel ?' 82 TECHNIQUES AND TACTICS REFOCUS Whenever a discussion starts to wander or when you are under pressure (from the clock or from a participant) refocus by diverting the group's attention to something else. ● Distribute a handout. ● Switch on the overhead projector. ● Go to the flip chart and write something. ● (If you are seated) Get up and spread your hands out, palms down. ● Use emphatic 'Right!' 'OK!' ● Find a verbal bridge or link to the next point. Interrupt the participant(s) by saying something like: 'Yes, that's important because ' (link to next point). 83 TECHNIQUES AND TACTICS REFRAMING 4 TYPES OF REFRAME Reframing consists of cutting a challenging intervention short by getting the participant to consider their remarks from a different point of view or 'frame'. 1. RELEVANCE Asking participants to consider the relevance of what they are saying to the point being discussed! ● 'Help me to see how this fits in with what we've been discussing.' 2. HELICOPTER Agreeing that one can look at the problem from that angle but showing them another view (from the other side of the helicopter). 84 TECHNIQUES AND TACTICS REFRAMING 4 TYPES OF REFRAME (Cont’d) 3. TABLE-TURNING Turning a tricky situation to your advantage by reframing the premise of the challenge. ● Ronald Reagan, when attacked on his age by a journalist during the final debate with Mondale, said: 'I will not make age an issue of this campaign. I refuse to exploit for political purposes my opponent's youth and inexperience.' ● Churchill, when Lady Astor said: 'If you were my husband, I'd put poison in your wine', retorted: 'Madam, if I were your husband, I'd drink it!' 85 TECHNIQUES AND TACTICS REFRAMING 4 TYPES OF REFRAME (Cont'd) 4. CONSEQUENCES When participants are griping about the organisation/the boss/the course, etc reframe the consequences of what they are saying: ● 'You are obviously very unhappy working here and I can understand why you don't think this course is relevant or applicable to your jobs. Please help me to draw up a list of reasons why you think we're wasting our time here, so I can present it to my management. We could save a lot of money!' 86 TECHNIQUES AND TACTICS SELF-REVELATION This is a technique which shouldn't be used as a technique! It should come naturally. There are two general challenging situations in which self-revelation is effective: ● When you have been criticised or attacked. For example: 'I feel hurt by that remark. I'm sorry. I don't know how to respond to that kind of criticism.' ● When you need to show empathy for someone who is expressing deep feelings. For example: 'I know how you must have felt. I remember my own experience very well. It ' Your honesty and openness will demonstrate a vulnerability which will defuse aggression and generate warmth - as long as it doesn't become a behavioural habit. 87 TECHNIQUES AND TACTICS 3RD PERSON PERSUASION DEFINITION A series of techniques based on Milton Erikson's psychotherapy - helping a participant resolve a problem by giving an example of how a non-threatening 3rd person found a solution. This person may be real or fictitious. The 3rd person gambit removes the threat of having to follow the teacher's advice. It makes it easier for the problem poser to turn suggestions into his/her OWN solutions without losing face. 88 TECHNIQUES AND TACTICS 3RD PERSON PERSUASION 1. ANECDOTES Faced with a 'yes-butting' solution-seeker, admit that you can't help. Later, recount an anecdote which is relevant to the problem but don't overtly point out the link. Try and keep the hidden advice distant from the participant in question. Example: 'We were talking yesterday about XYZ and it reminded me of something a friend of mine told me about one of his relations. Apparently ' 89 . not what they appear. They are requests for the spotlight. When you feel trapped by a question, first reflect back what you think the participant was asking, then ask HIM/HER. You can then comment. discussing.' 2. HELICOPTER Agreeing that one can look at the problem from that angle but showing them another view (from the other side of the helicopter). 84 TECHNIQUES AND TACTICS REFRAMING 4. by getting the participant to consider their remarks from a different point of view or 'frame'. 1. RELEVANCE Asking participants to consider the relevance of what they are saying to the