723 Conducting OSH Training

Handling Problem Situations

During any training session, you might run into a participant who disagrees, talks over others, or shows resistance. Instead of ignoring it or reacting with frustration, try to handle the situation with respect and curiosity.

The goal isn't to shut the person down, but to keep the session on track while allowing open dialogue. Here are some ways you can respond when someone disrupts the session or challenges your points:

• Acknowledge the behavior without judgment: Rather than calling someone out or labeling their actions as "disruptive," try naming what you see in a neutral way. You might say, "I see you don't agree with what's just been said—is that right?" This opens a respectful door for discussion without turning the moment into a confrontation.
• Validate the thoughts and feelings behind the behavior: Sometimes people interrupt or push back because they want to be heard or feel misunderstood. You can validate their perspective by saying something like, "...and you may have a good point." It doesn't mean you're agreeing—just showing respect for their input.

• Agree to disagree: Not every topic will have one right answer. You can say, "It's okay if we see this differently—what works for one person may not work for another." This allows the group to move forward without forcing agreement.
• Ask others what they think: If one person is dominating the conversation, invite others to share. Try, "What do others think about that?" This helps balance the discussion and keeps the group engaged.
• Ask for permission to involve the group: If the discussion is getting one-sided or tense, you can say, "Are you willing to let others express their opinions on the matter?" This brings back group control in a respectful way and encourages collaboration.

Knowledge Check Choose the best answer for the question.