facilitation

Facilitation Skills

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 – 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

Timetable

8.30 am – 9.00 am Getting started9.00 am – 10.00 am Basic Responsibilities (I)10.00 am- 10. 15 am Break10.15 am – 11.15 am Basic Responsibilities (II)11.15 am – 12.15 pm Basic Facilitation Map12.15 pm – 1.15 pm Lunch Break1.15 pm – 3.00 pm Basic Facilitation Techniques (I)3.00 pm – 3.15 pm Break3.15 pm – 4.30 pm Basic Facilitation Techniques

(II)4.30 pm - 5.00 pm Conclusion

Module 1 Getting Started

Getting Started

Warm Up

Name Your Team

Module 1 Getting Started

1. What do you think a facilitator is?

Module 1 Getting Started

What do you think a facilitator is?

Facilitator is the individual responsible for guiding a team through a process in order to accomplish a specific task or achieve a specific goals or outcomes

2. The Business Environment and the role of Facilitator (read

notes)

What’s today’s business situation?

Volatile or Stable? Fast product cycle or slow cycle?

Module 1 Getting Started

2. The Business Environment and the role of Facilitator (read

notes)

Fast !! Do it first.

Task Behaviors

Module 1 Getting Started

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

3. The importance of facilitation to enhance process behaviors

Success though planning and discussion

Module 1 Getting Started

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 visionReceptivity to change

4. 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

and so performs as a synergistic team creating excellent outcomes

The definition of facilitation Komag’s SDWT Context

Facilitator is the individual who designs and manages of structures and processes that help a group do its work and minimize the common problems

Komag’s Definition

The Role of Facilitator

Role of Facilitator

+ Experience all the advantages Avoid the potential disadvantages

Synergistic team

Excellent Outcomes

5. Working In a Team

Advantages Disadvantages

5. Working In a Team

Potential Advantage Potential Disadvantages

Building on each others’ ideas Confusion

Different perspectives No agreement

Better conclusion Conflict

Fun No time for individual thinking

Sharing the load Can avoid responsibilities

In a Dysfunctional Team

2 + 2 = 3 or less

In a Synergistic Team

2 + 2 = 4 or more

Equation

5. Synergy or Dysfunction?Role of Facilitator

+ Experience all the advantages Avoid the potential disadvantages

Synergistic team

Excellent Outcomes

synergy, synergismnoun [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

dysfunctionaladjective not able to operate well; working badly a dysfunctional family

from Cambridge Dictionary of American English)

1. Analyzing Information to determine the best approach

2. Designing Meeting (Facilitation Map)3. Establishing group climate, norms and

roles with the team (Ground Rules)4. Creating and implementing structures

and processes to accomplish tasks and meet objectives

Core Processes of Facilitation

5. Intervening to manage group dynamics and to influence what members are doing or how they are doing it (Basic Facilitation Skills)

6. Coaching team leaders and team members in effective behaviors

7. Evaluation meeting and facilitation effectiveness to enhance team learning (Facilitator Feedback)

8. Ensuring follow-up action related to production, meeting, results, communication and implementation of decision.

Core Processes of Facilitation

Facilitator is essential for today’s business in two aspects:

a. It helps the team to focus on process behaviors, that is planning, thinking and discussion

b. It helps the team to bring out the best part of team to be more synergistic.

Conclusion

Module 2

Introduction to the Basic Introduction to the Basic Responsibilities of a Responsibilities of a

FacilitatorFacilitator

Module 2

What are the essential responsibilities of facilitator?

Basic Responsibilities

Clarify objectives

Ensure full participation

Stay on track

Stay on time

Clarify understanding

Ensure commitments to action

Recap

Refer to Note 2.1

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.

ObjectivesDepartment 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

ObjectivesHousekeeping What do we want to achieve? Identify issues faced by HIT leaders

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?How do you handle such situation?

Quiet person?Talkative person?

Ensure Full Participation

Encouraging participationEncouraging participation“Who else has an idea?”“Is there a user’s perspective on this

issue?”“A lot of men are talking, now lets hear

from the men””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

Item Topic Action Time Allocated

1 a. Decide the datefor Langkawi trip

John Tan 15 minutes

b. Explain recreation activities and solicit feedback

Mohd Farouk 20 minutes

c. Report on trip budget and decide on amount of money to be collected

Chandran 10 minutes

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?

Clarify Understanding

Ask for examples, pictures, diagrams, data

Ask if other participants understand what was being said

Ensure Commitments to Action

identifying who is to do what and when

Ensure Commitments to Action

Item Topic Action By Completion Date

1 Confirm the date andissue email

Shaik Amir 20th April 2002

2 Get a team toorganize TreasureHunt. Report namescontents and rules

Ruzi Panjang 18th April 2002

3 Collect money from40 participants

Chandran 24th April 2002

Recap

Recap what has been decidedRecap 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 Recap who has agreed to do what and by whenand by when

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

Preparation for Workout –

Feedback Guideline

Giving Feedback

You are not looking for what you “like” or “don’t like” about a person’s facilitation style.

Select feedback that can benefit the practice facilitator. No personal attack.

Giving Feedback

Use specific example “you didn’t recap the discussion on housekeeping improvement team

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

Giving Feedback

Always assumeAlways assume:You are successful to the extent that you

provide feedback without lowering the person’s self esteem

People want to do a good jobYou care about the person (if you don’t,

expect your attempt to fail)You may be incorrect

Receiving Feedback

People often uncomfortable receiving feedback

But they take risk to tell you.

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

Refer to Note 2.2 and Note 2.3

Team Workout

Identifying Facilitation Challenges

Refer to Note 2.4

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 facilitatorTime KeeperNote Keeper

Facilitation Observer

Team Workout

Time Allocation5 minutes of preparation

25 minutes Workout10 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout

Key Learning Points

Module 3

Road Map for facilitation Road Map for facilitation SuccessSuccess

Map

Opening

Clarifying Objectives

Clarifying Role of the Facilitator

Overview of Agenda and/or Process

Developing Ground Rules

The Body

Recap Outcome

Conformation of Consensus and Next Steps

Notes

ExampleRefer to Note 3.1

ExplanationRefer to Note 3.2

Opening

First few words Set the tone – positive Get their attention Tell them the purpose of the

meeting

Clarifying Objectives

What do we want to achieve? Why do we meet today?

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

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

Powerful tool to shape culture. The team 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 attendance2.      We listen attentively3.      We only allow one person talk at a time4.      We complete assigned work within stipulated time5.      We appreciate the other person’s point of view6.      We provide constructive feedback and receive it

willingly7.      We keep confidences and assume others will8.      We stick to the agenda and schedule unless we

agree to change them9.      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

Communicating

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

Decide on next meeting or things to do next

Team Workout

Using The Facilitation Map as a Planning Tool

Refer to Note 3.3

Team Workout

Practice facilitatorTime KeeperNote 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 Allocation5 minutes of preparation

15 minutes Workout5 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout

Key Learning Points

Module 4

Basic Facilitation SkillsBasic Facilitation Skills

Focus on Basic Skills

There are many facilitation skills such as decision making, problem solving etc.

We focus on the fundamental. You will learn 26 skills altogether.

Background

You will see facilitation skills used in marketing and shipping department

Outline (Note 4.1)

1.Opening a Meeting a. Proper Room Set Up

b. Set Enthusiastic Tone c. Make Introduction

d. Ground Rules2. 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

View Video

Watch video for familiarization. It takes only 15 minutes

Learning (Note 4.2)

Step Have you used Why is this this skills before? Skills

How? Important?

Yes/No

Stretch Your Mind

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

Opening A Meeting

Proper Room Set Up

Chair/ Table/ Light/ Refreshment/

Flipchart/AV…

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

Parking Lot

Irreverent Thoughts/ Write it down/ Next meeting or AOB…

Balance Participation

Make Eye Contact

Let people know that you arelistening/

Confidence/Make people feel important…

Balance Participation

Round Robin Techniques

Make everyone speak…

Balance Participation

Include Everyone

Balance Participation

Ask Low Participants For Help

Manage Transitions

Summarize the Topics

Manage Transitions

Use Clear Segues

Manage Transitions

Agenda As Road Map

Identify Strategic Moments

Note Moments of team Agreement

Identify Strategic Moments

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

Use The team’s Resources

Use their Words

Closing A Meeting

Review Agenda

Closing A Meeting

Summarize Decisions and Recommendations

Closing A Meeting

Determine Remaining Issues

Closing A Meeting

Manage Follow-Up Actions

Closing A Meeting

Evaluate Meeting

Team Workout

Running A Meeting – Pros and Cons

Refer to Note 4.3

Team Workout

Practice facilitatorTime KeeperNote Keeper

Facilitation Observer

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 Skills.

Team Workout

Topics

1. Should we allow Internet access to every employee?

 2.  Can we hold our Family day in Langkawi? Employees are allowed to bring 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?

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 Allocation5 minutes of preparation

20 minutes Workout10 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout

Key Learning Points

Conclusion

Open Book Quiz

Refer to Note 5.1

Questions

The role of facilitatorThe responsibilities of Facilitator

The Facilitation MapBasic facilitation skills

Sharing

1.    

Share three things you have picked up from this training

1`.

2.

3.