Facilitator Skills - Guide

Learning Objectives . To understand the roles of facilitators . To understand the facilitator’s basic responsibilities .To understand the structure of facilitation map . To understand the basic facilitation skills

Program Outline and Timelines 1.Getting Started 2.Basic Responsibilities of a Facilitator 3.Basic Facilitation Map 4.The Facilitation Techniques 5.Conclusion

Warm Up Name Your Team Or Know Your Team Member

Simple term Facilitation means to “ Make Easy”. This course is designed to help teach people how to make it easy to have productive events and meetings.

Dictionary (from Cambridge International Dictionary of English ) facilitate verb [T] FORMAL to make possible or easier The new ramp will facilitate the entry of wheelchairs. The company offered to facilitate an international conference in the following year. The current structure does not facilitate efficient work flow.

Definition 1. Who is facilitator?

Answer Facilitator is the individual responsible for guiding a team through a process in order to accomplish a specific task or a specific goal or outcome .

Definition 1. What is the role of Facilitator?

The Role of Facilitator The facilitator’s task is to ensure that a team a. avoids the potential disadvantages and b. experiences all of the advantages of working in a team and so performs as a synergistic team creating excellent outcomes

synergy , synergism noun [U] SPECIALIZED the combined power of a group of things when they are working together which is greater than the total power achieved by each working separately (from Cambridge International Dictionary of English ) Definition of Word

dysfunctional adjective not able to operate well; working badly a dysfunctional family from Cambridge Dictionary of American English ) Definition of Word

3. Working In a Team Advantages Disadvantages

In a Dysfunctional Team 2 + 2 <4 In a Synergistic Team 2 + 2 > 4 Equation

Behavior of Team In a fast paced manufacturing environment, what is the behaviors of team?

2. Today’s fast paced business environment bring about task behaviors. (read notes) Task Behaviors

Task behaviors Doing Work Independently Making logic-based decisions Acting Moving things along Focusing on details Directing Bringing things to closure (making decisions) Controlling Telling Focusing on the job at hand Resistance to change

Facilitator provides the structure that encourage process behaviors that emphasis on thinking, discussion and planning together. Process Behaviors

Process Behaviors Thinking Participating/teamwork Using creativity and intuition Talking Exploring ideas more deeply Focusing on the big picture Facilitating Opening up/looking for other ideas (generating alternatives) Letting go and empowering Asking Focusing on the people, values, and vision Receptivity to change

Facilitator is essential for today’s business in two aspects: Facilitator helps the team to bring out the best part of team to be more synergistic. Facilitator helps the team to focus on process behaviors that emphasis on planning, thinking and discussion. These behaviors would ensure quality decisions and actions Conclusion

Module 2 Introduction to the Basic Responsibilities of a Facilitator

Module 2 What are the essential responsibilities of facilitator?

Basic Responsibilities Refer to Note 2.1

Basic Responsibilities Refer to Note 2.1 Read Note 1.1 Page 1 and 2

Clarify Objectives Explain what the topic is What do we want to achieve? Why are we having this meeting?

Clarify Objectives For example: Background :the team is calling for quarter end outing. Objectives Department Outing What do we want to achieve? Identify venue and select organizing committee

Clarify Objectives For example: Background: The team discuss the issue of labeling and displaying goods Objectives Housekeeping of Labeling and Document Distribution What do we want to achieve? Identify possible causes and solutions of labeling and distribution of documents

Ensure Full Participation Everyone must have an equal opportunity to participate and that all participants contribute to the process

Ensure Full Participation How do you handle such situation? Quiet person? Talkative person?

Ensure Full Participation How do you ensure everyone participant?

Ensure Full Participation Encouraging participation “ Who else has an idea?” “ Is there another perspective on this issue?” “ A lot of men are talking, now lets hear from the women” ”Is this discussion raising questions for anyone?” “ Let’s hear from someone who hasn’t spoken in a while”

Stay on Time and Stay on Track What happen when the team does not stay on track? What would you do?

Stay on Time and Stay on Track What happen when the team does not stay on time? What would you do?

Stay on Time and Stay on Track Item Topic Action Time Allocation 1 Decide the date Ahmad 15 minutes for Langkawi trip

Clarify Understanding Ask for examples, pictures, diagrams, data Ask if other participants understand what was being said

Clarify Understanding You have any other suggestion to clarify understanding?

Ensure Commitments to Action Identifying who is to do what and when

Recap Recap what has been decided “ Today we have decided to adopt 5S as the way to improve our housekeeping system. Anyone has anymore concerns?”

Recap Recap who has agreed to do what and by when “ John has agreed to lead the Housekeeping Improvement Team. He will submit a plan for training, discussion and implementation by 18 th of April. We will discuss the plan in next meeting. John do you have anything to add?”

Preparation for Workout – Feedback Guideline

Giving Feedback Focus on facts, not feelings. You are not looking for what you “like” or “don’t like” about a person’s facilitation style. Use facts and specific example “ you didn’t recap the discussion on Item 6 housekeeping improvement team”

Giving Feedback Provide feedback on the strengths and opportunities for improvement (refer the the Facilitation Feedback Form) Page 4

Giving Feedback What has the person done well? (strength) How can the person improve? (opportunity for improvement)

Giving Feedback Always assume : You are successful to the extent that you provide feedback without lowering the person’s self esteem People want to do a good job You care about the person (if you don’t, expect your attempt to fail) You may be incorrect

Structure of Giving Feedback Observation “ You didn’t brief us the agenda” Effect on me “ It made me confuse. I didn’t know what was going to happen.” Pause (and listen) Suggestion “ I propose you to take few minutes to brief the agenda to make every know what is going to happen in the meeting”

Receiving Feedback We often uncomfortable receiving feedback, we don’t like it too. Actually It’s an opportunity for us to know about weaknesses People take risk to tell us.

Receiving Feedback 1. Listen. Say “Thank you” 2. Probe for example “ Can you give me an example?” 3. Ask for help “ Can you give me some ideas how should I deal with it?” 4. Delay respond. “Thank you. I will think about it”

Example of FON, FF Facilitation Observation Notes and Facilitation Feedback Refer to Note 2.2 and Note 2.3 (Page 3 & 4)

Team Workout Identifying Facilitation Challenges Refer to Note 2.4 Page 6

Team Workout Facilitator Challenges Tips/Tool How to deal with Ask opinion from talkative participant? Other participants “ I like your idea. Any one else have fresh ideas?

Team Workout Practice facilitator Time Keeper Note Keeper Facilitation Observer

Team Workout Time Allocation 5 minutes of preparation 15 minutes Workout 5 minutes feedback

Team Workout: Feedback What has the person done well? How can the improve ?

Summary Seven responsibilities of Facilitators: 1. Clarify _____________________ 2. Ensure _____________________ 3. Stay _______________________ 4. Stay _______________________ 5. Clarify _____________________ 6. Ensure _____________________ 7. Re_________________________

Team Workout Key Learning Points Share with the group what you have learnt

Module 3 Road Map for Facilitation Success

Map Opening Clarifying Objectives Clarifying Role of the Facilitator Overview of Agenda and/or Process Developing Ground Rules The Body Recap Outcome Confirmation of Consensus and Next Steps

Opening First few words Set the tone – positive Get their attention Tell them the purpose of the meeting Read Note 3.2 Checklist

Clarifying Objectives What do we want to achieve? Why do we meet today? Tip: Present a brief statement of objectives (written form) – reminder “ are we on track?”

Clarifying the Role of Facilitator Tell them what you do – as process expert, not content expert Tell them how you will intervene - off track: “ I will pull you back” - dominant conversation: “I will gate keep the conversation”

Overview of Agenda and/or process Dept Outing 1. Objective of Outing – Ahmad – 5 minutes 2. Select Venue – Ahmad – 10 minutes 3. Select Organizing Committee – Wan – 20 minutes 4. Decide on activities – Lee Guan – 10 minutes 5. AOB – Ahmad – 5 minutes

Developing Ground Rules Rules that develop and observe by members. Empower you to lead the team How the team behave and work together Write in a flipchart. Put it up for the first five meetings to remind them

Ground Rules 1. We are prompt and regular in attendance 2. We listen attentively 3. We only allow one person talk at a time 4. We complete assigned work within stipulated time 5. We appreciate the other person’s point of view 6. We provide constructive feedback and receive it willingly 7. We keep confidences and assume others will 8. We stick to the agenda and schedule unless we agree to change them 9. We are here to find solutions, not to fight and win

The Body The part the team tackle the issues You apply most tools

The Body Fact finding Brainstorming Action Plan Problem Solving Decision Making Brainstorming

Recap Outcomes Recap outcome briefly to ensure understanding Recap what has been decided Recap who has agreed to do what and by when

Confirmation of Consensus and Next Steps Confirm of the actions agreed to be taken or decisions have been made Next steps: future meeting

Facilitation Map Read Note 3.1 Page 9 and 10

Team Workout Using The Facilitation Map as a Planning Tool Refer to Note 3.3 Page 12

Team Workout Practice Facilitator Time Keeper Note Keeper Facilitation Observer

Team Workout The practice Facilitator identifies a meeting/team process that he or she is likely to facilitate in the near future. Use that as the background of this Workout

Team Workout The team must use the Facilitation Map to facilitate the meeting but ONLY for the first five steps.

Team Workout Time Allocation 5 minutes of Preparation 10 minutes Workout 5 minutes Feedback

Team Workout: Feedback What has the person done well? How can the person improves ?

Team Workout Key Learning Points

Module 4 Basic Facilitation Techniques

Learning Objectives 1. Facilitate to open a meeting 2. Facilitate to run a meeting 3. Facilitate to close a meeting 4. Encouraging teams to be more interactive 5.Increasing team productivity in meetings

Background You will see facilitation techniques used in different situation Meeting Stage Techniques Opening Running Closing

Outline 1. Opening a Meeting a. Proper Room Set Up b. Set Enthusiastic Tone c. Make Introduction d. Ground Rules

Outline 2. Running A Meeting a. Managing Discussion b. Balance Participation c. Manage Transitions d. Identify Strategic Moments e. Use the team’s resources

Outline 3. Closing Meeting a. Review Agenda b. Summarize decisions and recommendations c. Determine remaining issues d. Manage follow-up actions e. Evaluate Meeting

Outline (Note 4.1) 1.Opening a Meeting a. Proper Room Set Up b. Set Enthusiastic Tone c. Make Introduction d. Ground Rules 2. Running A Meeting a. Managing Discussion b. Balance Participation c. Manage Transitions d. Identify Strategic Moments e. Use the team’s resources 3. Closing Meeting a. Review Agenda b. Summarize decisions and recommendations c. Determine remaining issues d. Manage follow-up actions e. Evaluate Meeting

Stretch Your Mind View Tape Answer Questions Share with the group Refer to Note 4.1

Learning Step Have you used Why is this this techniques Techniques before Important? Yes/No

Opening A Meeting Proper Room Set Up Work aids/ Chair/Table/flipcharts Visual aids/ OHP/TV/Video Refreshment/ Seating arrangement/

Opening A Meeting Set Enthusiastic Tone Positive/ High Energy/ Your mood affect them/ Positive Body Language…

Opening A Meeting Make Introduction Get to know them/ Come early/ Be positive/ Everyone is important…

Opening A Meeting Ground Rules Rules/ Form culture/ Let the team generate/ …

Manage Discussion Ask Clarifying Questions 5W1H/ Ask if the team understand…

Manage Discussion Build Team Memory Use flipchart/ Paste it/ Unsure common understanding…

Manage Discussion Discourage Group Think Protect alternate ideas/ Challenge dominant thinking…

Manage Discussion GroupThink Groupthink is a concept that was identified by Irving Janis that refers to faulty decision-making in a group. Groups experiencing groupthink do not consider all alternatives and they desire unanimity at the expense of quality decisions

Manage Discussion Parking Lot Irreverent Thoughts/ Write it down/ Next meeting or AOB…

Balance Participation Make Eye Contact Let people know that you are listening/ Confidence/ Make people feel important…

Balance Participation Round Robin Techniques Make everyone speak… One person at a time

Balance Participation Include Everyone Break the group into smaller team Inform them you are going to call names Set time limits on contribution

Balance Participation Ask Low Participants For Help Write group’s ideas on the flipchart Before the event, ask them to present info

Manage Transitions Summarize the Topics People feel closure on it Side issues- write it on “Parking Lot”

Manage Transitions Use Clear Segues “ Let’s move on” “ We have decided to…”

Manage Transitions ( from Cambridge International Dictionary of English ) segue verb [I] to move smoothly and without interruption from one piece of music, part of a story, subject or situation to another His performance of 'Alison' segued into a cover version of 'Tracks of My Tears' .

Manage Transitions Agenda As Road Map Item Particular Action Time

Identify Strategic Moments Note Moments of team Agreement meaningful things occur write it on flipchart

Identify Strategic Moments Summarize Key Points Ask members to summarize key points

Use The Team’s Resources Use Open-Ended Questions 5W1H…

Use The Team’s Resources Tolerate Silence 20 seconds/ Create pressure…

Use The Team’s Resources Mobilize Team Knowledge Ask the experts!! Refer to the group technique

Use The team’s Resources Use their Words Respect More convincing

Closing A Meeting Review Agenda Refresh memory Seeing the big picture

Closing A Meeting Summarize Decisions and Recommendations Refresh memory Ascertain commitment

Closing A Meeting Determine Remaining Issues Parking Lot Show respect of members’ opinions Decide time of discussing the issues

Closing A Meeting Manage Follow-Up Actions Minutes Item Particular Action Deadlines

Closing A Meeting Evaluate Meeting Reinforce the positive aspects of meeting experience Determined what worked and what didn’t Give you specific ways to improve your facilitation of future events Enables the team to revisit and review ground rules

Discussion Read Note 4.4 & 4.5 - Page 28 & 29 10 minutes

Discussion “ Are there anything you would make to either of these list?”

Team Workout Running A Meeting – Pros and Cons Refer to Note 4.3 Workout Page 20

Team Workout The Practice Facilitator select a topic form the list. Explore the pros and cons of the issue. Use Facilitation Map and Basic Facilitation Techniques.

Team Workout Topics 1. Should we allow Internet access to every employee? 2. Can we hold our Family day in Langkawi? Should Employees be allowed to bring their spouse? 3. Should we build a multi-storey car park? 4. Should we work without uniform? 5. Should the company provide us free breakfast? 6. Should we assign a person to oversee the sustainability of housekeeping at Common area? 7. Or your own topic 7

Team Workout The rest of the team members should agree among themselves who will be argue in favor and who will be argue against the presented idea.

Team Workout The selected team will do the workout before the class. The class would be their observer. Half of the class evaluates the Responsibilities of Facilitator and the other half evaluates Basic Facilitation Skills

Team Workout Time Allocation 5 minutes of preparation 20 minutes Workout 10 minutes feedback

Problems Have the techniques that you learnt helping you to answer some of the concerns you have as facilitator earlier on? P.47 Identifying Facilitation Challenges

Conclusion Open Book Quiz Refer to Note 5.1

Questions The role of facilitator The responsibilities of Facilitator The Facilitation Map Basic Facilitation Techniques

Sharing Share three things you have picked up from this training 1. 2. 3.

Discussion What has the workshop run well? What is needed to improve for the workshop?

Timetable 8.30 am – 9.00 am Getting started 9.00 am – 10.00 am Basic Responsibilities (I) 10.00 am- 10. 15 am Break 10.15 am – 11.15 am Basic Responsibilities (II) 11.15 am – 12.15 pm Basic Facilitation Map 12.15 pm – 1.15 pm Lunch Break 1.15 pm – 3.00 pm Basic Facilitation Techniques (I) 3.00 pm – 3.15 pm Break 3.15 pm – 4.30 pm Basic Facilitation Techniques (II) 4.30 pm - 5.00 pm Conclusion

Program Outline and Timelines 1.Getting Started – 30 minutes 2.Basic Responsibilities of a Facilitator – 120 minutes 3.Basic Facilitation Map – 60 Minutes 4.The Facilitation Techniques – 180 minutes 5.Conclusion – 30 minutes

Facilitator Skills - Guide

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Facilitator Skills - Guide