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1、RFMD Facilitation Skills Workshop(17 18 April 2011)Facilitator: Yeow Chern Han姚臣汉姚臣汉 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.2PurposeTo build individual competence in facilitation skills to strengthen team leadership, meetings participation, training effectiveness 2011 aAdvant
2、age Consulting Group Pte. Ltd. All rights reserved.3Have you Encounter the Following Situation?ProblemEveryone does not participateor show interest and a fewremain silentParticipants stick to theirconflicting points of view,stalling the process ordecision-makingSome participants ignore ordisregard c
3、ontributions fromother participantsSo How? 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.4Have you Encounter the Following Situation?ProblemPossible causesEveryone does not participateor show interest and a fewremain silentThe importance is not clear for everyoneSome participants ar
4、e insecureSome participants are dominating in the basis of hierarchy, education, experienceParticipants stick to theirconflicting points of view,stalling the process ordecision-makingExistence of different values, more important than thegroup taskExistence of differences/conflict between individuals
5、which were there before existence of the groupSome participants ignore ordisregard contributions fromother participantsParticipants are insensitive to others needs and inputsParticipants are too full of their own self importanceSo How? 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.5
6、Benefits of Facilitated MeetingsUpon completing this workshop, participants will be able to:q Create shared responsibility for resultsq Maximize creativity problem solving and idea generationq Empowers people to take ownershipq Allow everyone to participate and feel valuedq Create more focused parti
7、cipation through a guided process q Achieve desired objectives and outcomes 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.6What is Facilitation? 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.7What is Facilitation and What do We Need to Facilitate?Facilitation can be
8、 described as a conscious process of assisting a group to successfully achieve its task while functioning as a group. 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 g
9、roup dynamicsMany participants really want to voice opinions, share their insights, listen to each others experiences and 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
10、 using good facilitation techniques, a facilitator can be an excellent support to such groups. 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.8Key Facilitation Practicesq Listen deeplyq Ask Questionsq Ask for suggestionsq Paraphraseq Suggest a processq Help to group broaden its persp
11、ectivesq As for optionsq Pull ideas togetherq Give and receive feedbackq Provide encouragementq Ask for or provide summaryq Make transitions 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.9The 3Ps of FacilitationProcessPurposePeoplePurposeCreating a shared understanding and commitmen
12、t 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. 2011 aAdvantage Consulting Group Pte. Lt
13、d. All rights reserved.101st P - Purpose 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.11Purpose StatementCreate 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 objecti
14、ve is the overall focus of the meeting: the specific content issue and type of participation need from the group members.Rationale: Why should spend time in this meeting? Should be compelling to capture participants interest and motivation Should explain how this meeting relates to group (or project
15、s) overall mission, vision, objectives or goals Should include relevant events leading up to this meetingOutcome: What exactly do you hope to accomplish (deliverables)? The detailed tasks to be accomplished by the end of the meeting 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.12De
16、cide 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 decides on the issue him/herself during or after the meeting.Inform & Get FeedbackLeader informs key stakeholders of decis
17、ion made related to the meeting issue, then gets feedback from stakeholders on the decision.HiLowLevels of ParticipationLevels of Participation 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.132nd P - People 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.14The Leader
18、(Content & Outcome 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 2011 aAdvantage Consulting Group Pte. Ltd. A
19、ll rights reserved.15The Leader (Content & Outcome Focused)During the meetingUpdate 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”Mee
20、ting with the facilitator during the break to discuss the process and ideas on how to proceed.Contributes ideas to the topic being discussed without dominating discussionPoint out relevant constraints of the organization (eg. Management policies) 2011 aAdvantage Consulting Group Pte. Ltd. All rights
21、 reserved.16The Facilitator(Process-Focused; Attentive to Content) Work with the leader to plan the meeting Explain the role of facilitator to the group Present and reach agreement on the ground rules for the meeting Contribute to the process of the meeting, not content Help members focus on task Ke
22、ep individual from attacking each other Encourage equal participation among the members Encourage group members to take ownership of decisions and implementation plans Be a time-keeper to ensure progress Work with recorder and monitor his/her progress Work with leader during critical moments to dete
23、rmine next steps or direction Demonstrate collaborative and consensus-seeking behaviors 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.17The Facilitator/Leader Combination Balance his/her attention to substance and processInform members that he/she will serve in both rolesInject cont
24、ent 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 pagesVery often the person responsible for the outcome of the meeting also serves as the facilitator. Thus,
25、 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 the facilitator baton” to another participant if he/she become
26、s too involved in the content 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.18ParticipantsContribute ideas and expertise activelyStay positive and encouragingAdhere to the ground rulesThey are the people who are selected to attend the meeting. They may be technical experts, project
27、members, or other key stakeholders who are necessary to provide information, help generate ideas, or approve final results. 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.19Recorder (Attentive to Content) Establish a working agreement with the facilitator as to when to record the res
28、ponses (e.g. as participants speak or after the facilitator repeats the response)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 ide
29、a without writing down every wordPrint quickly and legibly (preferably using a 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
30、a written record of the ideas and decisions generated during a meeting (Preferably using flipcharts). His responsibilities includes: 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.203rd P Process(Problem Solving) 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.21Respon
31、seEventConvergeDivergeOutcomeDefineGoalAccumulateInformationGenerate OptionsPlan ActionCommunicateImplement ReviewReviewWhat are you trying to accomplish?Gather/clarify/analyze Information Identify resourcesBrainstormingPrioritizeList possible solutionsWhat are you going to do?Who to do it?When is i
32、t going to be done?Where?How to measure success?Who will be affected? Who are the stakeholders?Response Model (A Problem Solving Process)1.Define Goal2.Accumulate Information3.Generate Options 4.Plan Action5.Communicate 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.22Facilitating th
33、e process involves:1. Creating process awareness2. Managing the discussion flow3. Gaining inputs and participation (Diverging Phase)4. Building agreements (Converging Phase)5. Managing the “Groan” Zone” (We are stuck!) 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.23Process SkillsPe
34、er TeachingDefine Goal: To prepare a 30 creative training so that all your our classmate will know how employ the _ process skills of facilitation.AccumulateInformationGenerate OptionsPlan ActionCommunicateImplement 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.241. Creating Process
35、 AwarenessDefine the Roles in the MeetingThe four roles that may be present in the meeting are Facilitator, Recorder, Leader, 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
36、 posted on flipchartCheck Participant ExpectationsIt is often valuable to check the participants expectations for the desired outcomes of the meeting. Write their inputs on the flipchart and manage their expectations accordingly. Review the list at the end of the meeting. 2011 aAdvantage Consulting
37、Group Pte. Ltd. All rights reserved.251. Creating Process Awareness (Cont)Seek Agreement on Agenda and Ground rulesWalk through each agenda item and indicate the purpose and timeframe. Ask for clarifications and get everyone to agree to follow the agenda. If you have already sent out the agenda befo
38、re 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 situationsSample ground rules include: Seek first to understand , then to be understood. All ideas are val
39、uable contributions. Maintain focus avoid sideline conversation Address facts, not people Be constructivePost the rules where all can see. If non-constructive behaviors are being demonstrated, all the facilitator has to do is subtly refer to the list as needed to remind participants of their agreed-
40、upon ground rules. 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.262. Managing the Discussion FlowMaintain/Regain FocusRefer back to the meeting purpose, agenda, and ground rulesAsk participants to link the current discussion to the meetings purpose.Use Group MemoryFocus participant
41、s 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 rather than to each other.En
42、sure 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 the idea, create a “Par
43、king Lot”. In doing so, you validate the idea and save meeting time. 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.272. Managing the Discussion Flow (Cont)Intervene to Control the ProcessHere is an escalating scale of interventions that you can use to control dominators and encourag
44、e participation from others. Start with low level 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 2011 aAdvantage
45、 Consulting Group Pte. Ltd. All rights reserved.283. Gaining Inputs and Participation (Diverging)Silent Idea GenerationGive 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 o
46、rder.Round RobinBegin with a selected individual and proceed around the room until everyone has had the chance to give 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 record
47、ing all the ideas.Diverge 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.293. Gaining Inputs and Participation (Diverging)ContdBrainwritingSeat member around a table.Have someone state the problem to be solved.Ask the person to silently write down three ideas for solving the problem
48、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/he should add three more ideas to it. Then trade this page to another.Repeat for fifteen minutes, or until m
49、ost people run out of ideas.Compare notes and discuss.Diverge 2011 aAdvantage Consulting Group Pte. Ltd. All rights reserved.304. Building Agreements (Converging)Successful facilitators find that consensus is more easily accomplished through a series of tiny agreements along the way on what to do an
50、d 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 participants for the agree
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