Facilitator Skills - Guide

Basic 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

– 2.Basic Responsibilities of a Facilitator

– 3.Basic Facilitation Map

– 4.The Facilitation Techniques

– 5.Conclusion

Module 1

Ground Rules

Module 1

Getting Started

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)

facilitateverb [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 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)

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?

Do it first

Fast

2. Today’s fast paced business environment bring about task

behaviors. (read notes)

Task Behaviors

Task behaviors

– DoingDoing Work IndependentlyWork Independently Making logic-based decisionsMaking logic-based decisions ActingActing Moving things alongMoving things along Focusing on detailsFocusing on details DirectingDirecting Bringing things to closure (making decisions)Bringing things to closure (making decisions) ControllingControlling TellingTelling Focusing on the job at handFocusing on the job at hand– Resistance to changeResistance to change

Discuss and Do

Effective

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 Introduction to the Basic Responsibilities of a FacilitatorResponsibilities of a Facilitator

Module 2

What are the essential responsibilities of facilitator?

Basic Responsibilities

Refer to Note 2.1

Clarify objectives

Ensure full participation

Stay on track

Stay on time

Clarify understanding

Ensure commitments to action

Recap

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

Example

Your example…

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• How do you ensure everyone participant?

Ensure Full Participation• Encouraging participationEncouraging 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

Ensure Commitments to ActionItem 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 Recap who has agreed to do what and by whenwhat and 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

• 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 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 job• You care about the person (if you don’t, expect

your attempt to fail)• You may be incorrect

Structure of Giving FeedbackObservation

“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 Notesand 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 Allocation5 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 SuccessRoad 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: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 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

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 Allocation5 minutes of Preparation

10 minutes Workout

5 minutes Feedback

Team Workout: Feedback

What has the person done well?

How can the person improves ?

Summary

Team Workout

Key Learning Points

Module 4

Basic Facilitation TechniquesBasic 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/

Room: Auditorium

Room: Classroom

Room: Workshop

Room: Seminar

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 arelistening/

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 pointsAsk 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!!Ask the experts!!

• Refer to the group techniqueRefer to the group technique

Use The team’s Resources

Use their Words

• RespectRespect

• More convincingMore convincing

Outline

3. Closing Meeting

a. Review Agenda b. Summarize decisions and

recommendations

c. Determine remaining issues d. Manage follow-up actions

e. Evaluate Meeting

Closing A Meeting

Review Agenda

Refresh memory

Seeing the big picture

Closing A Meeting

Summarize Decisions and Recommendations

Refresh memoryRefresh memory

Ascertain commitmentAscertain 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

Practice Facilitator

Time Keeper

Note 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 Techniques.

Team WorkoutTopics

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 Allocation5 minutes of preparation

20 minutes Workout

10 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the person improves ?

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

Team Workout

Key Learning Points

Team Workout

Key Take-Always

Conclusion

Open Book Quiz

Refer to Note 5.1

Questions

The role of facilitator

The responsibilities of Facilitator

The Facilitation MapBasic 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?

Timetable8.30 am – 9.00 am Getting started8.30 am – 9.00 am Getting started9.00 am – 10.00 am Basic Responsibilities (I)9.00 am – 10.00 am Basic Responsibilities (I)10.00 am- 10. 15 am Break10.00 am- 10. 15 am Break10.15 am – 11.15 am Basic Responsibilities (II)10.15 am – 11.15 am Basic Responsibilities (II)11.15 am – 12.15 pm Basic Facilitation Map11.15 am – 12.15 pm Basic Facilitation Map12.15 pm – 1.15 pm Lunch Break12.15 pm – 1.15 pm Lunch Break1.15 pm – 3.00 pm Basic Facilitation Techniques (I)1.15 pm – 3.00 pm Basic Facilitation Techniques (I)3.00 pm – 3.15 pm Break3.00 pm – 3.15 pm Break3.15 pm – 4.30 pm Basic Facilitation Techniques (II)3.15 pm – 4.30 pm Basic Facilitation Techniques (II)4.30 pm - 5.00 pm Conclusion4.30 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