John Townsend 
Managing Difficult Participants Pocketbook [PDF ebook] 
2nd Edition

A collection of 24 portraits of ‘difficult’ participants encountered on training courses and at meetings. Meet the Trapper, the Griper, the Silent Cynic, the Whisperer and their many friends. Learn how to cope with them using such techniques as ‘blockbusting’, ‘psychological judo’, ‘reframing’, ‘self-revelation’ and ‘confrontation’. Cartoons of the characters add to the humorous approach and there are four mini case studies. ‘I loved the book. It shows such a great variety of ways to deal with challengers.’