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VCE Situation Analysis Interviewing and Facilitation Skills

VCE Situation Analysis

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VCE Situation Analysis. Interviewing and Facilitation Skills. Group Brainstorm – characteristics of a good interviewer/facilitator. Organize into small groups Identify a facilitator Brainstorm/discuss the qualities of an effective interviewer/facilitator Capture this on a flip chart - PowerPoint PPT Presentation

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Page 1: VCE Situation Analysis

VCE Situation Analysis

Interviewing and Facilitation Skills

Page 2: VCE Situation Analysis

Group Brainstorm – characteristics of a good interviewer/facilitator

Organize into small groups Identify a facilitator Brainstorm/discuss the qualities of an

effective interviewer/facilitator Capture this on a flip chart Report to the larger group

Page 3: VCE Situation Analysis

Interviewers/facilitators:Interviewers/facilitators: Create a safe and comfortable setting Build individual and group

acquaintance, identity, and productivity Use good communication skills Manage individual and group behavior Know their role and place with the

situation

Page 4: VCE Situation Analysis

An interviewer/facilitator is….

Key Element-The instrument Someone who listens and thinks Someone who can stay mentally alert Someone comfortable and knowledgeable of groups Skillful in making transitions Remains neutral and establishes rapport Keeps track of the discussion Understands processes and decision-making

techniques

Page 5: VCE Situation Analysis

An interviewer/facilitator…

Uses humor, keeps people energized, deflects and calms rising tempers, reinforces group interpersonal skills

Uses positive and encouraging remarks Calls on people, asks for ideas Probes for information Uses the 5 second pause Keeps track of time Helps the group find commonalties Builds on ideas Summarizes the discussion

Page 6: VCE Situation Analysis

Keeping things on track….requires

Having a vision/game plan Using active listening Being an unbiased communicator Understanding & managing group dynamics Understanding and applying a decision-

making & problem solving processes

Page 7: VCE Situation Analysis

A Key to Effective Facilitation & Interviewing

Listening

Page 8: VCE Situation Analysis

Being A Good Listener What Do

People Who Listen Well Do?

Page 9: VCE Situation Analysis

Good Listeners Focus their attention Ask relevant questions Look for cues on the other person’s feelings Make sure they understand what is being

said Continuously process information & cues

they are receiving

Page 10: VCE Situation Analysis

OH-9

Six Guidelines forListening Analytically

#1 Determine Speaker’s Intent#2 Outline Main Points#3 Listen Between the Lines#4 Use Critical Thinking Skills#5 Recognize and Reduce Barriers#6 Be an Active Listener

Page 11: VCE Situation Analysis

Tools to Active Listening

Probe

Steer

Summarize

Attend

Page 12: VCE Situation Analysis

OH-11

Probe

Why: To get more information

How: Ask open-ended questions to get more than a one-word response

“Why do you think that is happening?”“What do you suppose would happen if…”“How will you do that?”

Page 13: VCE Situation Analysis

OH-12

Steer

Why: To keep the interaction on track

How: Redirect the speaker with a statementExamples:I would like to get back to the problem you were talking about.

Let’s talk now about how you might be able to solve your problem

Page 14: VCE Situation Analysis

OH-14

Summarize To check your own understanding

Restate in your own words (paraphrase)& ask for confirmation

Do not “parrot back”

Capture the gist: Good Listeners ….summarize throughout the conversation, not just at the end

Page 15: VCE Situation Analysis

OH-15

AttendingWhat you do to show that you care and are paying attention to the speaker.

Examples:

Eye contact Alert posture Nodding

Saying “Uh huh” or “I see” Interested tone of voice

Be genuine in your behaviors don’t overdo and risk appearing phony

Page 16: VCE Situation Analysis

OH-19

Building on Ideas

The process of adding value to or enhancing another’s idea.

How?1. Acknowledge the connection to the

original idea.

2. Modify the idea to add value to it.

Page 17: VCE Situation Analysis

Asking Questions

Page 18: VCE Situation Analysis

Asking questions in an unbiased manner The key is to develop good questions that solicit

the participants’ honest response Avoid questions that “beg” or lead to an answer

they think you want to hear Biased question – Families in the community

need to know how to manage their money, don’t you think?

Unbiased question-What do you see as the needs of families in this community?

Page 19: VCE Situation Analysis

Probes

Can you tell me more about that?

Would you give me an example of what you mean.

I don’t understand. Are there other points

of view?

Page 20: VCE Situation Analysis

The Pause

The pause is a technique that is designed to give participants an opportunity to silently reflect and compose their thoughts

Use with eye contact Use this technique periodically and don’t feel

compelled to “fill the silence” If you fill the silence, then participants won’t

have to think--and talk

Page 21: VCE Situation Analysis

Getting Input From Participants

In an individual interview, use probes and the pause

For focus groups, use probes, the pause, inviting individual’s to respond, and the “let’s go around the group” questioning procedure

For issues forums, use probes, pause, and the “let’s see what others have to say” questioning procedure

Page 22: VCE Situation Analysis

What are Your Strengths and Weaknesses Take turns interviewing the person beside you….

When you are the one talking…tell the listener your strengths and weaknesses as a facilitator

When you are the one listening…use active listening skills and questioning techniques---get as much information as you can about the person talking

Page 23: VCE Situation Analysis

Dealing with Participants

Page 24: VCE Situation Analysis

Facilitation of Groups Requires working with

people of different backgrounds

Requires working with people with different characteristics

Can be challenging

Page 25: VCE Situation Analysis

Four Types of Participants The Expert

The Dominant Talker

The Shy Participant

The Rambler

Page 26: VCE Situation Analysis

A Facilitator

Must Skillfully Handle All Four Types

Page 27: VCE Situation Analysis

The Expert In Interviews

Can take control of the discussion purpose/agenda

Summarize, steer, transition to next question

In Groups: Can inhibit others from participating Others defer to them---if perceived they have

more education or social or political influence Facilitator must always stress the

importance of hearing from all

Page 28: VCE Situation Analysis

Dominant Talker Unaware of how others see them Sometimes consider themselves experts Facilitator/Interviewer Can Use Body

Language to Minimize Breaking eye contact Lightly touching the dominant talker

Facilitator Can Use Verbal Tactics Thank you Shelly, are there others who wish to

comment? That is one point of view, can we hear from

others.

Page 29: VCE Situation Analysis

Shy Talkers Talks very little or not at all

Be comfortable with silence and the pause

Facilitator Can If known…seat them across from them and use

eye contact

If Eye Contact Fails Call the person by name and invite their

view

Page 30: VCE Situation Analysis

Ramblers Uses a lot of words, never gets to the point Comfortable talking, can eat up a lot of discussion

time The Facilitator/Interview Can:

Break eye contact Look at other participants Look at papers Restate the question when the rambler pauses Invite others to talk Move to another question

Page 31: VCE Situation Analysis

Planning & Managing the Process….

Have a vision for where you are going and how you will get there

Develop a plan that includes who, what, when, and where

Review workshop materials in your folder and support materials on the VCE Intranet under Program Support

Contact us for assistance

Page 32: VCE Situation Analysis

LUNCH

Let’s eat!!!

Page 33: VCE Situation Analysis

Interviewing Practice Divide into groups of two with someone you don’t

know Interview each other using the Key Informant

Interview Guide for Roanoke County in your folder

Each person should serve as the interviewer for several questions

Role play, if you have been given a role play card An individual from the group will facilitate a large

group discussion of your reactions and comments

Page 34: VCE Situation Analysis

Focus Group Practice Divide into small groups of 4-8 individuals Facilitate a focus group discussion on Family

Financial Management using the interview guide in your folder

Each person should serve as the focus group facilitator for at least one or more questions

Role play, if you have been given a role play card

An individual from the group will facilitate a large group discussion of your reactions and comments

Page 35: VCE Situation Analysis

Logistics

Schedule the event at a “neutral” location

Schedule the event at an appropriate time for participants

Target or over recruit participants Follow-up Make sure the setting is appropriate Include food, breaks, as appropriate

Page 36: VCE Situation Analysis

Recording Data

Tape record the proceedings and/or have an additional person take notes

If you tape record, allow resources and time for transcriptions

Use flip charts, where appropriate Avoid the notion of reaching consensus in

group settings—the purpose is to hear and record all participants’ perspectives

Page 37: VCE Situation Analysis

Data Analysis

Making Sense of What People Have Told You

Page 38: VCE Situation Analysis

Analysis of Results Consider group analysis Each member reads

notes/transcripts Look for themes, patterns, common

thinking Mark text with key words Meet as a group to discuss

Page 39: VCE Situation Analysis

….Analyzing Results Make a list of themes, patterns,

and common thinking Combine when possible Illustrate findings with quotes from

participants Prepare a report of findings Use findings in identifying issues

and setting program response/direction

Page 40: VCE Situation Analysis

Thank You!!

Please complete the training session evaluation in your folder.

Page 41: VCE Situation Analysis

Go Forth and Discover

Community and resident perspectives