Participant Style	Response Options
The Too-Talkative             Person	- Establish norms early: purpose, process, opportunity for all to    participate, time limits - Refocus by summarizing relevant point & move on - Privately spend time listening to person. Praise. Ask for help in getting   others involved - Assign a buddy - Body language. Don’t look at person. Use body posture to engage or not. - “I’m not going to call on someone twice until all have had a chance”
The “Yes, but…”       Person	- Acknowledge concerns or situation - Recruit: “Has anyone else experienced this situation?” - Rules of order: after 3 “yes, buts”, state need to move on & offer to talk    after group - remind person about intent to generate ideas, not critique them
The Arguer	- Be conscious of own reactions: keep own temper. Don’t let group get too    excited. - Recruit: call on others to contribute - Coopt: privately ask person how they think group is going & suggestions    for improvement - Ask for information source or for person to share reference later - Defer: discuss further after session if he/she is interested
The Angry or Hostile       Person	- Fighting fire with fire will only escalate situation - Body Language: get on same physical level, preferably sitting down - Use of voice: low, quiet - Actively Listen: validate perceptions, interpretations and/or emotions    when you can - Encourage some ventilation to make sure you understand. Listen.    Paraphrase. - Disarm: “At this time, what would you like us to do?” or “What would   make you happy?”
The Questioner	- Don’t bluff. “I don’t know, but will find out.” - Redirect: “That’s an interesting question. Who would like to respond?” - Body Language: touch/move physically close & offer to discuss further   later - “You have lots of good ?s that we don’t have time to address. Can you   research & report back?”
The Know-It-All	- Restate the problem - Manage input: limit contribution by not calling on the person - Establish guidelines at start of session - Thank person for positive comments - Evoke rules of debate: each person has right to speak 2xs on issue but   cannot make 2nd  comment until other members have not spoken or   desires to speak
The Misinformed	- Validate (eg, “I’ve heard many doctors say that as well”) - Curious inquiry: “Could you investigate and come back next visit and    report back on this with sources & how you reached your conclusion?” - Provide evidence: My understanding is __________, based on ____________.

 Adapted from StanfordPatientEducationResearchCenter. Chronic Disease Self Management Trainers Manual.