Facilitation 101
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Facilitation Tools and Best Practices

Facilitation Tools and Best Practices

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Facilitation 101 Facilitation 101 Presentation Transcript

  • Facilitation 101
    Presented By:
    Robert McGeachy, PMP
    Kintyre Consulting Incorporated
    June 6, 2009
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • What is the role of the facilitator?
    Work with team to plan the session
    Make sure all participants know the reason for the discussion and the intended outcome
    Take a diverse group of people (working styles, individual personalities, perspectives) and develop a common direction, solution or outcome
    Manage time in order to achieve objectives
    Guide the group’s discussion
    Assist the group in developing a common language or terminology
    Ensure that points are understood by all members
    Ensure content is applicable and of high quality
    Manage the participation, energy, and group dynamics in the room
    Actively listen
    Capture information in a comprehensive and organized manner, or coordinate with a recorder to capture information
    Provide subject matter expertise
  • Facilitation Styles Assess your situation
    Convergent
    Divergent
    Process Expert
    Subject Matter Expert
    (SME)
    Step Back
    Drive Hard
    Unstructured
    Structured
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • Planning the Session (the PAD)
    Purpose:
    Why is the session being held?
    Agenda/Approach:
    Logical and sequential roadmap to achieve the objective
    Deliverable:
    The end result of each objective
  • Facilitation Preparation Basics
    Create a PAD (Purpose/Agenda/Deliverable)
    Take care of meeting logistics
    Attendees
    Meeting request with the proposed PAD
    Attendees and their roles
    Facilities
    Room arrangement and setup
    Aids required : projector, laptop etc
    Handouts
    Food and Beverage
    Know the group
    Prepare/leverage any materials necessary
    Populate white boards (PAD, mark space for issues, next steps)
    Plan output with the note taker
    Create a ‘strawhorse’ solution where makes sense
  • Knowledge Window
    CLIENT
    Does not know
    Knows
    Knows
    CONVERGE
    ADVISE
    FACILITATOR
    IDEATE
    UNDERSTAND
    Does not know
  • Understand
    Your intention is to learn more and understand - typically these areas concern the client’s business, which you may know very little about
    ADVISE
    CONVERGE
    IDEATE
    UNDERSTAND
  • Ideate
    Brainstorm in order to ensure we have a rich collection of ideas which can then be combed through to select the best idea
    You are a facilitator – hence your key objective is to get as much as you can in form of ideas (“diverge”) and then drive acceptance of the best one (“converge”)
    ADVISE
    CONVERGE
    UNDERSTAND
    IDEATE
  • Advise
    You are a consultant who needs to provide advice as to what is in the client’s best interest.
    You need to use your knowledge of the technology or industry to help the client make intelligent decisions
    ADVISE
    CONVERGE
    UNDERSTAND
    IDEATE
  • Converge
    This is normally the theme after a lot of work has been done and you want to drive closure
    The key idea is to demonstrate the direct linkage of the plan/proposal to the client’s drivers and help the client see the road to success
    ADVISE
    CONVERGE
    UNDERSTAND
    IDEATE
  • Facilitation Techniques
    Ask questions
    Reinforce agreements
    Make a proposal
    Defer
    Give positive reinforcement
    Encourage divergent views
    “Boomerang” – send the question back
    Summarize
  • Extract Content – Asking Questions
    Opening
    To generate participation and open the floor for different examples, experiences, ideas or points of view
    Leading
    To focus the discussion on a particular topic or question.
    Closing
    To move the group forward or end the session
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • Capturing Content: Best Practices
    Capture as much as is possible and is relevant
    How do you decide what is relevant?
    “Creative license”
    Don’t, unless you are very confident that you are writing exactly what the client intended
    Play it back
    Context
    Enough context so it can be easily determined what the point was
    Issues should be phrased as questions
    Consequence
    How will this information be used?
    Issues/To Do’s should have an owner, due date
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • Managing People
    Validate and legitimize client ideas
    Give access, encourage dialogue
    Encourage the quiet folks
    Support the underdog
    Help develop consensus
    Defuse uncomfortable moments
    Watch the group
    Body language
    Dynamics
    Level of interest
    Manage challenging behaviors
    What else?
  • Dealing with Issues
    Deal effectively with issues or unrelated content
    Play back - Parrot back the statement without agreeing or disagreeing
    Legitimize - Acknowledge and empathize with the statement
    Deal with or Defer - Decide if you can deal with the statement in the moment or if you want to defer the statement to a later time
  • Levels of Intervention
    Highest
    Level
    Ask person to
    leave
    Call in sponsor to get person on board
    Confront on a break
    Use ground rules, Call individual by name
    Make eye contact
    Move toward individual, no eye contact
    Ignore
    Lowest
    Level
  • Managing Challenging Behavior
    How will you deal with these challenging behaviors ?
    Late comer
    Side conversation
    Beating a dead horse
    Quiet member
    Dominating member
    The Skeptic
    Any other challenging behaviors you have faced ?
  • Agenda
    The role of the facilitator
    Preparing for a facilitated session
    Capture Best Practices
    Dealing with challenging behaviour
    Tools
  • Tools for Generating Ideas
    Brainstorming
    What : A structured process that allows for a large quantity of ideas in a group setting
    When to use :
    List possible solutions or alternatives
    To imagine the impact of a decision
    To look at all aspects of a problem
    T-chart
    What : Organizes material into 2 columns with distinct headings
    When to use :
    To compare and contrast information
    To show relationships between information (pros and cons, strengths and weaknesses)
    To show changes over time (how things are now/how you want them to be)
  • Tools for Organizing Information
    Affinity Grouping
    What : Incorporates brainstorming and allows for information to be regrouped or arranged until relationships and categories are found
    When to use :
    Lot of information to be categorized
    Useful when thoughts, ideas, and opinions are all over the map and need to be recorded in an organized way.
    Flowchart
    What : Highlights steps in a procedure or project to show how the project proceeds through time and illustrates how the tasks relate to one another
    When to use :
    Use to plan the steps within a process
    To improve a process by altering an existing flow
  • Tools for Ranking / Evaluating
    Multi Voting
    What : Multi-voting allows a group to select the most important or preferred items from a list with minimum discussion.
    When to use :
    Used after a brainstorming session or to narrow down a long list
    Ranking and prioritizing
    What : Is a way of narrowing down many options to a few that the group believes merit further consideration.
    When to use :
    Use when you want people to select, prioritize, and discuss top choices only
  • Tools for Ranking / Evaluating
    Quadrant Diagram
    What : Method to determine and graphically portray which solution best meets two goals at once
    When to use :
    To compare potential solutions to one another in relation to key factors (e.g., cost/benefit, impact/level of effort, cost/time to implement, and achievable/effective)
    Decision Matrix
    What : A matrix used to evaluate possible solutions against a predetermined set of criteria
    When to use :
    There are many criteria or standards that a solution must meet
    Multiple solutions are available
  • Questions?