In part two we identified how the talkers act the way they do because of; cluelessness, a lack of respect for you and your class or they're challenging your position as the leader.
Much of this could also apply to the texters/bring their own music/do their own thing people.
I defined the three possible reasons WHY people act disrespectfully as:
They don't know they are acting disrespectfully…
They don't care they are acting disrespectfully…
They're disrespecting you on purpose…
Because you've made it here to part three, I'm guessing you'd like to know my ideas on how to solve these problems. But first, a few words of caution.
My recommendations below will be difficult for many Instructors, especially for those of you with a short amount of teaching experience. They require you to be the Leader your class expects you to be – not just one of their friends who happens to be on the bike in the front.*
I realise that this will be difficult for many Instructors who would prefer everyone just get along… but they won't > that's why they need you!
These suggestions may conflict with your natural instincts to protect the feelings of others. Attempting to implement these solutions may make you feel uncomfortable. I've heard it expressed dozens of time; I really wish I could get these people to stop disrupting my class… but I don't want to offend anyone 🙁
That's why I broke this up into a series and spent so much time on explaining WHY people are acting the way they do. My hope is that through this process you would already be coming up with these solutions yourself, or at least understand that at times being the leader is hard and not always pleasant.
Your class participants and manager/owner are expecting you to be the leader of your class.
So ICI/PRO Members let's end these Talker problems today!
First – Set your microphone volume level correctly
I can't tell you how many classes I've been in, where I wanted to run up and turn the Instructors mic level up… way up. Your voice must be the most dominant sound in the room!” IDEA recommends a mic level 10 decibels over the music. Your amplified voice should be clearly heard and easily understood, over the music.
Many new Instructors (and some not so new) are not comfortable hearing themselves through an amplified sound system, so they keep their mic level low. Do whatever you need to correct this – today! If you're a manager/owner please offer to audit sound levels for your Instructors > many rooms end up with a cone of silence, shielding the Instructor from accurately hearing their voice/music ballance – ultimately what the class is hearing.
Get help to properly set your voice/music levels.
Your class needs & wants to hear your big strong, confident voice > weak, quiet voices are very easy to talk over and this alone may solve many of your problems.
Second – don't talk over the lyrics
If two people are talking at the same time, which one is the leader?
Neither
You are diminishing who you are as a fitness professional and what you're trying to communicate, by competing with the voices of Bono, Pit Bull, Nicki Manaj, Ellie Goulding or whoever else you're playing. Talking over them forces your riders to have to choose between listening to you or their favorite singer. You'll lose with some and they'll potentially tune you out. Others, who can't understand what you are saying, just might decide to start a conversation that they can hear – with the person next to them.
Third – keep your cues short and actionable
Ever been at a party where you were stuck talking with “that person” who never seems to run out of words? What do you do? When I'm in that situation, I'll listen respectfully for a few moments and then I'm looking around for someone to rescue me.
I'm convinced that Instructors lose control of their classes for the same reason. I've seen it happen. She/he drones on and on to the point where riders just shut them out. Too much talking = you lose people. Once they've lost interest in what you have to say, it's natural to turn and engage with the person next to them. That is until there's a “SQUIRREL” moment that catches their attention.
Are you with me so far?
Excelent. Suggest trying these in order and you'll soon be teaching to the quiet, focused class you dream of having. …
#4 Solving – They don't know they are acting disrespectfully…
This one should cut out 60% or more of the talking > if you do it consistently in every class. You must firmly and clearly explaining that conversations are not allowed after the initial warmup.
Say it with me with a bib smile: We run our studio like a movie theater. Now that our class has started, talking and other distractions should stop. Please, no further conversations until after class has ended.
PERIOD… END OF SENTENCE!
I know this sounds really simple and it is. Your class isn't (and can't be) a democracy where everyone gets a voice. It should be a dictatorship with only one voice – YOURS!
If you don't set clear expectations, how can you expect people to behave properly? You can't. If you have a talker problem (and I listened to a recording your class) I'll bet you don't say anything, or at best you mumble something unintelligible that no one listens to.
If after your warm up you still have talkers, I want you to clearly tell them how it makes you feel. Remember, this group of talkers just doesn't realize the negative affect their talking has on you and the class. I've personally found this to very effective. A man, talking about his feelings? I better listen.
Turn the music way down (almost off) and say along with me: Can I get your help here? Pause long enough to get the attention of the talkers. Look directly at the talkers and say; It's really hard for me to teach this class when when I'm competing with the two of you talking. Can you understand how this can be difficult for me?
The temptation is to address the whole class (there's that fear of offending someone) rather than communicate directly toward the talkers. Is that fair to the rest of the class? No. Demonstrate your leadership here by confidently addressing the actual people who are causing the problem.
For the next two (#5 and #6) you'll need the full support of your owner or manager because both of these could get ugly**. Which means you should have already discussed this problem with them and they agreed that the issue needs to be corrected.
#5 Solving – They don't care they are acting disrespectfully…
Members who feel entitled and don't care might not respect you, but they will care if you shame them (just a little) in front of other members. I used this method a few weeks ago at a class I subbed. The aftermath was overheard by another member who's email to me is part of this post; It’s a good thing I don’t teach in New Jersey .
After making specific requests for people to stay quiet and focus on the ride, I turned down the music – which makes my voice seem even louder – and I pointed directly at the people located around the two talkers. I asked them; are you all OK with those two talking? This resulted in a bunch of frowning faces vigorously shaking side-to-side. NO! Then sitting up, with both hands extended, palms forward, I made a meek, squinty face and said; I'm sorry, but they don't want you talking during class. And then got right back to my cuing as if nothing ever happened.
Both women looked at each other with stunned looks on their faces and we enjoyed complete silence for the rest of class. I do hope the regular Instructor will carry this policy forward > so I don't have to repeat this exercise again.
Why does this work, when making general statements to the whole class doesn't? The first is probably obvious; no one likes being shamed in front of their peers. These rich members might not respect you, but they do care about the opinions of those riding around them.
The second reason this works is that you are supporting all the non-talkers who are too polite to say something. Don't be surprised if you are thanked multiple times after you give them the chance to show their disgust for the Chatty Cathys who are disrupting your class.
#6 Solving – They're disrespecting you on purpose…
When nothing else works, then you're left with two choices and neither is easy:
Confront them directly and they stay
Confront them directly, they leave and never come back
You and your manager need to be OK with either result.
You've probably figure out that I have a very low tolerance for nonsense or disruptions in my classes. As a result my participants are all very well behaved 🙂 I've learned that people who are challenging your authority need to be confronted quickly and directly. The longer you tolerate their negative behavior, the harder it will ultimately be to address this successfully.
In my entire career, I've only had to ask two people to leave the room – they were together and it wasn't even my class. If you can believe it, this couple had removed their seatposts in the middle of a class I was attending. There were two loud BANGs as the aluminum posts hit the floor, scaring everyone. I saw that the Instructor had frozen in place, unable to comprehend what had happened. I hopped off and in a very loud voice I said: YOU BOTH NEED TO LEAVE NOW! And I stood there in front of them until they did. As you can imagine, there were a few angry phone calls to our GM. Because my GFDH was very understanding after talking with the Instructor, she backed me up and nothing became of it.
If I remember right, another two I asked on separate occasions not to come back. None of these confrontations were pleasant and part of me is sad that it got to the point where I would need to exclude someone from my classes.
In both instances I had decided during the class I would confront the person privately as soon as possible after the class.
Start with a question
Do you realise how disruptive it is when you; talk/criticise me/do your own thing/etc…?You've established the specific behavior you don't want in your class. My experience is they will get defensive at this point > be ready for “I've been a member here for 20 years!” but don't let it deflect where you're going.
You are welcome in this class, but not if you continue to; talk/criticise me/do your own thing/etc… If you come again and continue to; talk/criticise me/do your own thing/etc… I will ask you to leave immediately.
Is that clear? To confirm what you are expecting. And then quickly turn and walk away. You don't want to get into a debate here. Just set your clear boundary and leave.
Then I would document the exchange in an email to your GFDH/owner ASAP – so they aren't blindsided by an angry phone call. I would ask the GFDH/owner to contact the member and reinforce the requirements for her/his attending your class in the future.
My experience is that you'll never see the person in your class again. If they do (and behave) it's all good.
What if they return and continue to disrupt your class? You've done everything you can. Now it's time for your owner/manager to step in – so no I wouldn't publicly confront them… unless you feel it would be appropriate.
I truly hope this will help and I'd love to hear what happens in your quest for a quiet & focused class!
*I'm not suggesting you aren't supposed to be friendly with your class. Just as parents need to be Parents to their children and not their children's friend – Instructors need to be Leaders in the studio.
**There are some who dismiss what I'm writing here as overly dramatic and hyperbolic. They obviously have never had a regularly scheduled class, at a Big Box club, in an affluent part of town.
I teach indoor cycling at multiple facilities in the Denver area but I spend most of my work week at Greenwood Athletic and Tennis Club. Greenwood is my “home club”. This is where I'm a personal trainer, teach indoor cycling, HIIT (High Intensity Interval Training) classes, CVI (Cardio Vascular Interval Training) classes, I've been a Master Swim Team coach, a Triathlon Team coach, I'm one of the Race Directors for the annual Tri-Our-Village Kids Triathlon and the Roadless Century Coach and Lead for the annual Roadless Ride fundraiser to benefit Brent's Place.
Greenwood is considered one of the best athletic clubs in the country. They do a lot of things VERY well. The facility is kept immaculately clean, they have the latest and greatest equipment and vast and diverse group exercise program with some of the best instructors in the Denver area. I could go on and on about what they do well, but there are plenty of facilities that are clean, big and have plenty of offerings, let's talk about something they do differently.
Greenwood is the only facility that I have every worked in that has, PAID, semi annual ALL STAFF meetings. There are some things that cannot be expressed in an e-mail or newsletter. There is something powerful and unifying about the ENTIRE staff gathering TOGETHER hearing the EXACT SAME message coming directly from the facility owner and general manger.
Our first All Staff meeting of 2016 took place last Thursday. The most exciting announcement, for me, was replacement of our Spinner Blade Ion indoor cycling bikes with the new Stages SC3 bike. This will take our, already stellar, indoor cycling program to a whole new level!!!!!!! I felt the most memorable segment of this meeting was when the video I've posted below was played. Watch, listen and know that your actions are powerful.
You need to have read part one of this series where I laid out two scenarios and asked the question;
Why do Breathless Betty and Chatty Cathy not behave the same way that you and Susan did at WSSC?
It's my worldly perspective that the major difference between those two situations boils down to respect. You and Susan show your respect for Josh Taylor by behaving correctly – riding in silence. Breathless Betty and Chatty Cathy aren't showing the instructor in scenario #1 any respect > make sense?
But why?
So if in one instance people are disrespecting you and the other's in your class by talking, but in a different situation they wouldn't, the obvious question to ask is WHY? Why do people act disrespectfully? The whole concept of why people do what they do is fascinating to me. Back in 2011 I introduced you to the concept of Start with WHY and that it's important to understand why you are doing what you do… and why some of your participants do what they do.
I see three possible reasons why:
They don't know they are acting disrespectfully…
They don't care they are acting disrespectfully…
They're disrespecting you on purpose…
I'm making the assumption that your goal is a quiet, focused class – where you're the only one doing the talking. If it's a yard-sale (neither quiet or focused) – with others talking (besides you), I feel it's super important to truly understand why (what's the real reason), before you can effectively address the problem.
Was there ever a time when you made an assumption about the motivations behind a person's actions, only to be horribly embarrassed when you discovered you had it completely wrong?
We don't want that to happen, so lets explore these three potential reasons a participant in your class would disrespect you. Then we'll know the right ways to address the issues.
OMG! I had no idea 🙁
In my little story about your participation in Josh Taylor's class, your friend Susan acts embarrassed when she realizes that attempting to start a conversation with you was completely inappropriate.
Most people care and wouldn't purposefully act disrespectfully toward you. So we can assume that the reason why the are talking… is because they don't understand that they shouldn't. Unfortunately there are a lot of Instructors who don't have control of their class. I've ridden in many classes where the Instructor has either given up, or are too afraid to do anything.
So there's a good chance that your talkers have experienced other classes where they felt free to talk, so they feel perfectly free to chat away in yours. This group will apologize to you, after you apply the solution you'll find in part three.
I'm special!
I teach at an “Athletic” (most expensive) level Life Time Fitness in an affluent suburb of Minneapolis. A trip through the parking lot will confirm that my typical participants are very well to do. It's common for me to reassuringly pet the dash of my humble Mazda3, as I park between $100k S Class Mercedes, 6 and 7 series BMW's, Lexus', Audi's, Land Rovers and Escalades on Thursday mornings.
Some people of “means” can act – how should I say it? – a bit entitled. I'm sure you've met a few people like this. They (if you ask them) feel that because they are spending a lot of money to be a member, they expect to be able to do pretty much whatever they damn well please. When you make general comments about riding quietly, these folks don't think it applies to them > does that sound familiar to you?
My experience is that these are the people who get mad if you confront them directly > “how dare you!” They are also the group who will pull rank and complain to management, if you don't correct them properly.
The concept of a democracy; social groups where everyone works together, contributes equally and respects the needs of others sounds good… but rarely works out well in the real world. I can’t think of better places to demonstrate this than in your class or on an outdoor group ride. Both these collections of people require a leader… or chaos ensues.
There are members who will purposefully challenge your authority as the leader of your class.
You may have experienced this at some point in your teaching career. Maybe it was some participant in the back row holding court with those sitting around him. The effect is disrupting to your class and it may have irritated, if not angered you.
I view a large part of this as simple disrespect, but sometimes it’s not. It may be helpful to look at it a different way; the disruptive student may be trying to assert themselves as leader of your class.
At the time I got some grief on Facebook about that post. So before you dismiss the possibility (“this never happens John!”) that there are members who are trying to take control away from you, I'd like you to think back and see if anything like this has ever happened to you…
That gal who talks endlessly with whoever is riding near her – while she looks straight at you? She maybe testing you, waiting for your response.
That guy who's in the front row defiantly doing his own thing? No question about it. You might catch him watching in the mirror to see if anyone will follow his movements, instead of yours.
That jerk who's always late. He strolls in and takes his sweet time getting set up front & center. He's trying to take control of your class by distracting everyone. The “LOOK AT ME!” narcissists of the world live to try and tear down others in authority.
“I hate this song!” Ever had some A**hole who complains or criticises you publicly? There are insecure people in the world who are intent on pulling you down, thinking it will elevate them in the eyes of others.
Your class isn't a democracy. Only you can be the sole leader in your class… if you don't protect your role as the leader, someone else could try to take it from you.
Now I hopefully have you thinking about the specific problem in your class.
Here's part three where I offer my strategies and methods for addressing/correcting each instance of when people act disrespectfully (talk) in your class.
That would be your Indoor Cycling Class and Outdoor Group Rides.
The concept of a democracy; social groups where everyone works together, contributes equally and respects the needs of others sounds good… but rarely works out well in the real world. I can't think of better places to demonstrate this than in your class or on an outdoor group ride. Both these collections of people require a leader… or chaos ensues. I suppose we could actually include any type of class with students. Many of us have memories of grade school or high school substitute teachers that couldn't keep control and the resulting mayhem when one, six or all the students decided that they were in charge.
Democracies don't work in either of these situations. Well functioning groups, be it your class or out on the road, require a leader. If there's no one obviously in charge, one or more of the participants will typically try to fill the vacuum.
You may have experienced this at some point in your teaching career. Maybe it was some participant in the back row holding court with those sitting around him. The effect is disrupting to your class and it may have irritated, if not angered you. I view a large part of this as simple disrespect, but sometimes it's not. It may be helpful to look at it a different way; the disruptive student may be trying to assert themselves as leader of your class. The next time you experience this situation, consider whether or not you asserted your leadership at the very beginning. Master trainer from ICG, Jim Karanas frequently talks about centering your class as part of the warm up. Beyond getting their attention and explaining what's coming next, centering is also asserting your position as the leader of the class.
I have a confession to make, I'm a big dog 🙂
For those of you who don't know me personally, your only experiences of me are listening to the podcast or reading things I've written here, you may have the impression that I'm this easy going, can't we all get along? kind of fellow. Please don't get this wrong, I really am easy to get along with. But put me in a group setting and I'm looking for the leader. If I don't see (or sense one), my personality is to assume leadership. I feel people who do know me will tell you that; “yes, John naturally becomes the leader.” “But it isn't because he has to be the leader and control everything.” “Its because he recognizes that the enjoyment of everyone in his Indoor Cycling class, and the safety of those riding outdoors with him depend on it.”
Many of us are moving outdoors.
I can't think about better marker of success, for you as an indoor cycling instructor, than seeing your students begin riding outdoors. The natural transition for a new rider is to begin solo and then ride as part of a group. A big part of cycling can be the same social interaction found indoors. Then there's the appeal of participating in a large event fundraiser event like the MS150, a local century or some other fun ride. Groups riding outdoors, require leaders to be successful and safe.
Jim Karanas and I recorded a new Podcast episode that will be published this weekend. In it Jim describes the horror of what happens when things go wrong, while riding outdoors. And I share my experience where I needed to be the big dog, during day one of a brand-new cycling club connected to a local bike shop. The purpose isn't to create a bunch of drama, rather our interest is in helping you understand the responsibilities you may have leading your own group rides. I'm also working on a number of suggestions that I feel will help you be successful, as the leader (dare I say The Big Dog) of an outdoor ride.
