How do I handle difficult people without impacting the whole group?

Our series on facilitation continues with one of the most difficult things that anyone running a meeting or facilitating a session has to deal with, people!

There are a number of reasons why someone might not be playing along with the process or playing nice with the group, and as the facilitator, you are the person who is best placed to intervene.  However, this is more than just laying down the law, and a little understanding of what might be causing the issue will help to identify strategies that may make life better for you and for them.

Rob and Richard explain to Paul some of the reasons why people come across as difficult in sessions and share some of their strategies to get the back on board.