Q. I’ve seen Focus Groups where one respondent pontificates, is disruptive or just butts in and keeps talking through the whole session. What do you do when you get someone like this in a Focus Group?

A. First, I try not to get anyone like that in a Focus Group! I work with recruiters to screen out people who seem particularly difficult and bothersome. I also watch and listen to the respondents in the waiting area before the Focus Group begins to see if anyone shows disruptive signs there. If they do, I don’t use them in the group.

A few people do slip by all that screening and make it into a Focus Group. They talk too much, act aggressively and/or interrupt others. There are, however, a few techniques that can help mitigate their effect:

• The moderator can directly address the problem — “Thank you for your input, Joe. Now let’s hear from some of the others in the group. Vicki, what do you think?”

• Having already heard from Joe, the moderator can refuse to recognize him (ignore that hand waving in the air). She can refuse to look directly at him and, if things don’t improve, can hold her hand up in the classic “halt” sign while continuing to carry on a conversation with others in the group. Since this doesn’t happen until “Joe” has clearly become a problem, the other members of the group are often glad to see the moderator taking corrective action and are helpful in the process (they ignore him, too).

• As a last resort, the moderator can stand behind Joe. Most people will not talk to someone standing directly behind them. The other members of the group will look at the moderator over Joe’s head. They aren’t “available” to him either.

• Finally, if Joe is one of those people (and there aren’t many) who keeps on talking in this situation, the moderator can put her hands on his shoulders. That will usually stop anyone.

(Hint — these techniques can work in your own business meetings, too!)

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