This document provides 5 rules for having a difficult conversation with someone about their problematic behavior in a professional manner: 1. Try to prevent the bad behavior from happening in the first place if possible. 2. Choose a private time and place for the conversation, such as during a break instead of during a session. 3. Don't directly name or accuse the person of the problem behavior, instead focus on your own observations in a non-confrontational way. 4. Don't suggest solutions, but ask the person how they think the problem could be fixed. 5. Agree on a penalty or reminder for if the behavior happens again to finish the conversation on a lighter note.

1. How to have the chat like a pro, smart ways to fix dumb behaviour

2. Sometimes, people threaten to ruin your event with their difficult behaviour

3. “I totally disagree with everything you have said”
“My email is more important than whatever this is”

4. And you realise you are going to have to have a word

5. There are 5 rules for having the chat like a pro

6. 1. Prevent the bad behaviour

7. There are ways to discourage bad behaviour and avoid the chat altogether. Yay!

8. Watch my presentation on fun ways to deal with difficult behaviour

9. (Click to open it in a new window)

10. 2. Choose the perfect time and place

11. This is not the perfect time nor the place

12. Always have the chat in private

13. And during a break, not while you are in the middle of a session

14. Of course you can always add a break when you need one

15. Say: “let’s have a coffee break, Daisy, could I have two minutes of your time?”

16. 3. Don’t name the problem

17. If you call it and they disagree you’ll be stuck

18. “are you ok?” “fine”

19. “did you have a late night last night?” “no, not really”

20. “you were very distracted” “no I wasn’t”

21. hmmmmm awkward!

22. instead say “I just wanted to make sure you are getting enough from the session”

23. incredibly this is normally enough to get the offender to spill the beans

24. if that does not work, prompt without mentioning the problem - focus only on what
you have observed

25. “you asked a few more questions than most this morning” “I noticed you looked out
of the window a few times

26. until they tell you what’s up

27. “I noticed you checked your phone a few times” “I’m sorry
my boss sent me and I am actually really busy today”

28. 4. Don’t suggest the solution

29. open with what can I do to help?

30. if that doesn’t provoke a solution

31. try my dilemma is

32. “my dilemma is… (I need to finish at 16:00 / I can’t excuse anyone)”

33. What can we do to
fix this?

34. It is a good idea to have a solution in mind just in case you draw a blank

35. “how about you grab a coffee or some fresh air any time you need it”
about

36. 5. Agree the penalty

37. a fun way to finish the chat is to agree a penalty or a reminder

38. “what shall I do if I catch you nodding off then?”

39. “what can I do to remind you?” “you can throw the chalk at me” “done!”

40. Tada! you just had the perfect chat. Need to see more fun stuff?

41. Don’t forget about your bad behaviour prevention slides

42. or click these decks to open them in a new window

43. Click here to download this deck (pay with a tweet)