Sound judgment, common sense, quick fixes in real-time

1. Intro: Troubleshooting tough online situations

A guide to recognizing and fixing common virtual session failures with practical tools and quick fixes. Draws on the author’s real experiences to help hosts remain calm and resourceful in live online events. Applicable to a wide range of settings, from casual gatherings to formal classes and summits. (3:18)

Course summary in PDF here.

2. Lessons learned hosting online sessions since 2009

Four key lessons: expect problems, accept the uncontrollable, prepare for the unexpected, and manage worsening situations. Stories illustrate how small disasters - technical glitches, disruptive participants - can be handled calmly. Preparation, adaptability, and proactive planning are the best defenses against online mishaps. (4:51)

Download the 4 Lessons in PDF here. 

3. Why such a struggle?

Online sessions often fail due to lack of skills, poor preparation, and unrealistic assumptions about participants. Common problems include tech issues, off-topic discussions, and agenda overload. Reject dangerous beliefs about virtual hosting and adopt a more realistic, adaptive approach. (3:29)

Download the Summary of this lesson in PDF here.  

Download the 6 Dangerous Assumptions in PDF here.  

4. What goes wrong in online sessions?

Successful online sessions require balance between participants (Who), content (What), activities (How), and technology (Where). Failures often stem from six root causes: unknown participants, poor planning, technical limits, bad/no activities, technical problems, and poor facilitation. Identifying the root cause helps target solutions and improve future sessions. (3:59)

Download the 3 Traps on Online Facilitation in PDF here.  

5. On holding steady when things go wrong

When trouble strikes, avoid panic and self-blame to preserve your effectiveness as a host. View problems as normal parts of online interaction and adopt an experimental mindset. Most issues can be solved live or prevented with planning - only rare cases require ending a session. (2:33)

6. Discovering the root cause of trouble in your online session (and fix it)

Troubleshooting starts with observing symptoms, interpreting them accurately, and identifying causes. Use the six root causes framework to diagnose and fix issues, either live or preemptively. Stay humble, test interventions, and adjust based on real-time feedback in these complex human systems. (3:43)

Download the Troubleshooting Process in PDF here.

Download the 6 Root Causes Framework in PDF here.