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1、,RFMD Facilitation Skills Workshop(17 18 April 2011),Facilitator:Yeow Chern Han姚臣汉,Purpose,To build individual competence in facilitation skills to strengthen team leadership,meetings participation,training effectiveness,Have you Encounter the Following Situation?,So How?,Have you Encounter the Foll
2、owing Situation?,So How?,Benefits of Facilitated Meetings,Upon completing this workshop,participants will be able to:Create shared responsibility for resultsMaximize creativity problem solving and idea generationEmpowers people to take ownershipAllow everyone to participate and feel valuedCreate mor
3、e focused participation through a guided process Achieve desired objectives and outcomes,What is Facilitation?,What is Facilitation and What do We Need to Facilitate?,Facilitation can be described as a conscious process of assisting a group to successfully achieve its task while functioning as a gro
4、up.In order to facilitate,it is important to understand what it is that needs to be facilitated.We need to facilitate:The learning processThe processes of participation,sharing and group dynamicsMany participants really want to voice opinions,share their insights,listen to each others experiences an
5、d come up with interesting new ideas.But the range and richness of their sharing will be limited by the degree to which they can follow and accept diverse communication styles.By using good facilitation techniques,a facilitator can be an excellent support to such groups.,Key Facilitation Practices,L
6、isten deeplyAsk QuestionsAsk for suggestionsParaphraseSuggest a processHelp to group broaden its perspectivesAs for optionsPull ideas togetherGive and receive feedbackProvide encouragementAsk for or provide summaryMake transitions,The 3Ps of Facilitation,Process,Purpose,People,PurposeCreating a shar
7、ed understanding and commitment to a meetings objective,rationale and outcome.PeopleUnderstanding the role of each person in a meeting and managing peoples comfort zones to gain participation.ProcessPlanning and managing the best method for involving people in achieving a shared purpose.,1st P-Purpo
8、se,Purpose Statement,Create shared understanding and commitment to a meeting/trainings objective,rationale and outcome.Objective:What is the meeting about and what do you want from me?The objective is the overall focus of the meeting:the specific content issue and type of participation need from the
9、 group members.Rationale:Why should spend time in this meeting?Should be compelling to capture participants interest and motivationShould explain how this meeting relates to group(or projects)overall mission,vision,objectives or goalsShould include relevant events leading up to this meetingOutcome:W
10、hat exactly do you hope to accomplish(deliverables)?The detailed tasks to be accomplished by the end of the meeting,Decide TogetherLeader decides on issue together with key stakeholders by vote or consensus during the meeting.,Gain InputLeader gains input from key stakeholders on the issue,then deci
11、des on the issue him/herself during or after the meeting.,Inform&Get FeedbackLeader informs key stakeholders of decision made related to the meeting issue,then gets feedback from stakeholders on the decision.,Hi,Low,Levels of ParticipationLevels of Participation,2nd P-People,The Leader(Content&Outco
12、me Focused),Before the meeting,the leader needs to familiarize the facilitator with a number of issuesPurposeSuccess factors/Desired outcome(If appropriate)Industry trendsPersonality and dynamics of the groupSpecific technical information,The Leader(Content&Outcome Focused),During the meetingUpdate
13、the group on why they are meetingIntroduce the facilitator and recorderHelp the group focus on the task.It may be easier for the leader,rather than the neutral facilitator,to say,“Okay,lets get back on track”Meeting with the facilitator during the break to discuss the process and ideas on how to pro
14、ceed.Contributes ideas to the topic being discussed without dominating discussionPoint out relevant constraints of the organization(eg.Management policies),The Facilitator(Process-Focused;Attentive to Content),Work with the leader to plan the meetingExplain the role of facilitator to the groupPresen
15、t and reach agreement on the ground rules for the meetingContribute to the process of the meeting,not contentHelp members focus on taskKeep individual from attacking each otherEncourage equal participation among the membersEncourage group members to take ownership of decisions and implementation pla
16、nsBe a time-keeper to ensure progressWork with recorder and monitor his/her progressWork with leader during critical moments to determine next steps or directionDemonstrate collaborative and consensus-seeking behaviors,The Facilitator/Leader Combination,Balance his/her attention to substance and pro
17、cessInform members that he/she will serve in both rolesInject content points as necessaryTake control by making decision at strategic moments during the meetingKeep in mind the responsibilities of both the leader and the facilitator presented on the previous pages,Very often the person responsible f
18、or the outcome of the meeting also serves as the facilitator.Thus,this person is responsible for managing both the process and the content.The facilitator/leader is collaborative and flexible but does not have to remain neutral on the content and process.His/her has the responsibility to:,Tips:“Pass
19、 the facilitator baton”to another participant if he/she becomes too involved in the content,Participants,Contribute ideas and expertise activelyStay positive and encouragingAdhere to the ground rules,They are the people who are selected to attend the meeting.They may be technical experts,project mem
20、bers,or other key stakeholders who are necessary to provide information,help generate ideas,or approve final results.,Recorder(Attentive to Content),Establish a working agreement with the facilitator as to when to record the responses(e.g.as participants speak or after the facilitator repeats the re
21、sponse)Make a contract with the group.State that you role is to record ideas accurately.Invite them to correct you if ideas are written inaccurately.When recording,use speakers own words and key point to capture central idea without writing down every wordPrint quickly and legibly(preferably using a
22、 variety of colors and symbols such as stars and arrowsNumber the sheets and tape them to the wall so everyone can view themAllow plenty of space so that you can add/combine ideas,etc.,The recorder keeps“group memory”or a written record of the ideas and decisions generated during a meeting(Preferabl
23、y using flipcharts).His responsibilities includes:,3rd P Process(Problem Solving),Response,Event,Converge,Diverge,Outcome,DefineGoal,AccumulateInformation,Generate Options,Plan Action,Communicate,Implement,Review,Review,What are you trying to accomplish?Gather/clarify/analyze Information Identify re
24、sourcesBrainstormingPrioritizeList possible solutionsWhat are you going to do?Who to do it?When is it going to be done?Where?How to measure success?Who will be affected?Who are the stakeholders?,Response Model(A Problem Solving Process),Define GoalAccumulate InformationGenerate Options Plan ActionCo
25、mmunicate,Facilitating the process involves:,Creating process awarenessManaging the discussion flowGaining inputs and participation(Diverging Phase)Building agreements(Converging Phase)Managing the“Groan”Zone”(We are stuck!),Process SkillsPeer Teaching,Define Goal:To prepare a 30 creative training s
26、o that all your our classmate will know how employ the _ process skills of facilitation.,AccumulateInformation,Generate Options,Plan Action,Communicate,Implement,1.Creating Process Awareness,Define the Roles in the MeetingThe four roles that may be present in the meeting are Facilitator,Recorder,Lea
27、der,and Participants.Provide a brief summary of the key responsibilities of each role so that everyone is aware.Objectives/Rationale/Desired OutcomeIt is good idea to have these posted on flipchartCheck Participant ExpectationsIt is often valuable to check the participants expectations for the desir
28、ed outcomes of the meeting.Write their inputs on the flipchart and manage their expectations accordingly.Review the list at the end of the meeting.,1.Creating Process Awareness(Cont),Seek Agreement on Agenda and Ground rulesWalk through each agenda item and indicate the purpose and timeframe.Ask for
29、 clarifications and get everyone to agree to follow the agenda.If you have already sent out the agenda before the meeting,you should still do a quick review.Explain your ground rules for the meeting and ask for additionals and agreement.You may ask the group to design their own ground rule in some s
30、ituationsSample ground rules include:Seek first to understand,then to be understood.All ideas are valuable contributions.Maintain focus avoid sideline conversationAddress facts,not peopleBe constructivePost the rules where all can see.If non-constructive behaviors are being demonstrated,all the faci
31、litator has to do is subtly refer to the list as needed to remind participants of their agreed-upon ground rules.,2.Managing the Discussion Flow,Maintain/Regain FocusRefer back to the meeting purpose,agenda,and ground rulesAsk participants to link the current discussion to the meetings purpose.Use G
32、roup MemoryFocus participants attention on the flipchart or group memory.Encourage members to contribute ideas,build on or clarify items.Work closely with recorder to ensure group memory is accurate.Resolve interpersonal conflict by getting the two participants to draw attention to the flipchart rat
33、her than to each other.Ensure participants that points has been raised and documented and the discussion can move on.Create an Idea“Parking Lot”During the course of discussion,participants often bring up topics that are not directly related to the agenda.Rather than take additional time to discuss t
34、he idea,create a“Parking Lot”.In doing so,you validate the idea and save meeting time.,2.Managing the Discussion Flow(Cont),Intervene to Control the ProcessHere is an escalating scale of interventions that you can use to control dominators and encourage participation from others.Start with low level
35、 interventions and use higher ones only if problem continues.,Ask to leave room.Talk to in front of the whole group.Talk to on the break.Direct a question toward them.Walk by them.Make eye contact.Walk halfway.Stand up.Make eye contact,3.Gaining Inputs and Participation(Diverging),Silent Idea Genera
36、tionGive all participants 5-10 minutes to think/write about their own ideas.Then proceed with one of the next two items below.Free-for-AllEveryone shouts out ideas with no particular order.Round RobinBegin with a selected individual and proceed around the room until everyone has had the chance to gi
37、ve one idea.Repeat the process until all the ideas have been given.Small Group Flip Chart WritingSmall group has own flip chart to complete their inputs.This save time late in recording all the ideas.,3.Gaining Inputs and Participation(Diverging)Contd,BrainwritingSeat member around a table.Have some
38、one state the problem to be solved.Ask the person to silently write down three ideas for solving the problem on one sheet of paperExplain to group members that as soon as anyone has listed three ideas,s/he should exchange that page with someone else.When someone has obtained a new sheet of paper,s/h
39、e should add three more ideas to it.Then trade this page to another.Repeat for fifteen minutes,or until most people run out of ideas.Compare notes and discuss.,4.Building Agreements(Converging),Successful facilitators find that consensus is more easily accomplished through a series of tiny agreement
40、s along the way on what to do and how to do it.Stage of Building AgreementsPresent an idea,summary or conclusionCheck for understanding(“What questions of comments do you have”)Check for agreement(“Can you agree?;Can you live with?)Process AgreementsAs you move through the“response model”check with
41、participants for the agreement of the process(“Are you satisfied with the prioritized list of solutions?”“Can we begin to write action plans?”),4.Building Agreements(Converging)Contd,3 Good Reasons“I like the idea because”When someone disagrees with anothers idea,the reason may not be with the idea
42、itself.He may:Not like or respect the other person.Not value the other persons idea because of his rank.Only want his/her idea consideredHave a pessimistic attitude in generalA technique to combat this problem is to ask the other person to state 3 reasons why they like the other persons idea.Each ti
43、me the person must begin with,“I like the idea because”Do not let the person off the hook until he/she comes up with all 3 reasons.You can then be assured that he/she has thought about the idea and perhaps even like the idea.Do not view this technique as a way to punish negativists.Use it as a chall
44、enge to the group to use breakthrough thinking.You may even want to go round robin with this.,Coniverge,Diverge,Unfortunately,some problems have no easy solutions.When a group of decision makers has to wrestle with a difficult problem,they will not succeed in solving until they break out of the narr
45、ow band of familiar opinions and explore a wider range of possibilitiesOnce the group crosses the band,they will have to struggle to understand a wide range of new and opposing ideas not a pleasant experience(repetitious,insensitive,defensive,short tempered).This is the Groan Zone,5.Managing the“Gro
46、an”Zone”(We are stuck!),5.Managing the“Groan”Zone”(We are stuck!),Say/Ask What Is Going OnState the problem that the group is experiencing so that they can openly deal with it.Get group agreement before intervening.Eg.“Theres definite disagreement between you two on this issue,how do you suggest we
47、move forward?”Accept/Deal With or KIVWhen a group member raises an objection or issue that is counter to the group process,you should accept and legitimize their concern and come to agreement on how to move forward.Eg.“John,I appreciate your concern that we may not accomplish all of our objectives f
48、or this meeting.Can we see how far we can get in the time remaining and decide on our next step at the end of the meeting?Is this acceptable?,5.Managing the“Groan”Zone”(We are stuck!)Contd,Enforce Process AgreementsRemind the group of the ground rules and agreements established at the beginning of t
49、he meeting.Eg.“I think some of us are getting a little ahead of the group.Remember we agreed to discuss the overall objectives of the project first before getting into the details.Lets reach agreement on the objectives,then continues with the details.”Reflective ListeningListen with the intention of
50、 understanding,supporting and assisting the other personAsk open-ended questions(egg.“Lim,what seems to be the problem?”)Parroting responsesParaphrase responses(egg.“Jim,it sounds like you have a lot of work to do.”)Perception Check(egg.“Ms Ee,let me make sure that I understand how you are feeling”)
