Problem

Possible Response

Certain participants don't say anything, seem shy.

Try to draw them out but don't put them on the spot. Make eye contact to remind them that you'd like to hear from them. Look for non-verbal cues that they want to speak. Often, people will feel more comfortable in later sessions and will begin to take part. When that happens, show genuine interest and ask for more. It always helps to talk with people informally before and after the session and at coffee breaks.

An aggressive person dominates the discussion

It's your responsibility to intervene and set limits. Remind him/her that you want to hear from everyone. Next, you might ask him/her not to talk until everyone else has had a chance. You may want to use a "talking stick" or any object that can be passed from person to person. Only the person holding the talking stick may speak. If someone goes into a lengthy digression, you may have to interrupt to get back on track.

Discussion suddenly stops, or doesn't even get off the ground.

Acknowledge that this is occurring. Ask, "What is happening here?" "Maybe we're not getting at your real concerns. What do you think people really need to talk about here?"

Lack of focus, not moving forward, participants wander off the topic.

This is a hard call - after all, the discussion belongs to the group. Yet, it's your job to focus the discussion and move it along. Allow room to explore closely related topics but if only a few are taking the discussion in a new direction the others are hkely frustrated, resentful and bored. Try to refocus by asking, "How does your point relate to...... ?" or stating, "That is interesting, but let's return to the central issue." If, on the other hand, most or all of the group are more interested in pursuing a different topic than the one planned, you should be sensitive to that and bring it to the group is attention in order to give them a chance to reconsider their goals.

Someone puts forth information which you know to be false. Or participants get hung up in a dispute about facts but no one present knows the answer.

Ask, "Has anyone heard of conflicting information?" If no one ofrers a correction, offer one yourself. If no one knows the facts, and the point is not essential, put it aside and move on. If the point is central to facts the discussion, encourage members to look up the information before next meeting. Remind the group that experts often disagree and there may be no generally accepted answer.

Too large a group or too many people with too much to say; or you feel it's getting away on you.

Consider co-moderating. Often if one facilitator is stymied the other will have a good response to a situation, or an insightful question.

Lack of interest, no excitement, no one wants to talk, only a few people participating.

Are you talking too much or not giving enough response time after posing questions? People need time to think, reflect and get ready to speak up. It may help to pose a question and go around the circle so everyone has a chance to respond. Occasionally, you will have a group of people who are tired or who have had a bad day. There may be a lack of excitement if the group seems to be in agreement. In this case, try to bring up other views. "Do you know people who hold other views? What would they have against the views that you have expressed?" If all else fails, end the meeting early.

Tension or open conflict in the group. Perhaps two participants lock horns and argue. Or, someone gets angry, yells at another, or puts another person down.

If there is tension, address it directly. Remind participants that disagreement and conflict are good but, in order to be productive, it must relate to the issue. It is acceptable to challenge a person's ideas but not the person. Interrupt personal attacks, name calling or put-downs as soon as they occur. Don't hesitate to appeal to the group for help. They will support you if they bought into the ground rules in the first place.