Dealing with aggressive behaviour
- Maintain a relaxed postureso that you project your openness to the group - keep your arms at
your sides, smile, sit on a table, lean forward; let your ‘body language’ create an open posture. - Remain non-defensive. Don’t try to personally defend the training, the organisation’s strategy or
your own position. - Clarify and acknowledge: Show the participants you really want to hear them by paraphrasing key
statements, checking for understanding, and generally letting people know you can see their point
of view. - Clearly state the behaviour change needed. Be specific about what behaviour you want to the
participant to stop, as well as the impact of their current behaviour. Give them the choice
to act on your feedback. - Use a problem-solving approach: To avoid becoming part of the problem, move the focus to problem
solving. For example, ask the group what approaches could be taken to solve the issue.
Guide to Mobilising and Strengthening Community-Led Care for Orphans and Vulnerable Children Appendix 2, Further Infomation^345