Facilitation Skills Sanjana Hattotuwa

What is conflict?

Assumptions about conflict Harmony is normal and conflict is abnormal Conflict is the same as violence Conflict is worse than harmony / Harmony is better than conflict Peace is the opposite of conflict

Harmony is normal and conflict is abnormal

Conflict is the same as violence

Conflict is worse than harmony / Harmony is better than conflict

Peace is the opposite of conflict

What causes conflict? Opposing viewpoints or opinions Emotions Selfishness Miscommunication Misunderstanding Assumptions

Opposing viewpoints or opinions

Emotions

Selfishness

Miscommunication

Misunderstanding

Assumptions

Conflict, and resolution

What determines perceptions? Culture Selective interpretation of facts Basic human needs Experience Education Identity group (ethnic, religious, language, caste, class, region etc) Senses (sight, sound, touch)

Culture

Selective interpretation of facts

Basic human needs

Experience

Education

Identity group (ethnic, religious, language, caste, class, region etc)

Senses (sight, sound, touch)

Assumptions It’s about winning (win / lose scenario) It’s about power (the strongest wins) It’s familiar (“I’ve arm wrestled before”) It doesn’t require communication (“I know what the rules are”)

It’s about winning (win / lose scenario)

It’s about power (the strongest wins)

It’s familiar (“I’ve arm wrestled before”)

It doesn’t require communication (“I know what the rules are”)

Perception is everything What others see / feel / experience is real and true to them Perception is built on our personal experiences in life - we interpret present events based on past events Most people initially perceive the same event at least somewhat differently

What others see / feel / experience is real and true to them

Perception is built on our personal experiences in life - we interpret present events based on past events

Most people initially perceive the same event at least somewhat differently

Face Liar

But who said the rope was tied to anything?

What is a facilitator? Literally means: ‘ making things easy’ A person who helps a group or team to: achieve results in interactive events by using a range of skills and methods to bring the best out in people as they work together focuses on the process of how

Literally means: ‘ making things easy’

A person who helps a group or team to:

achieve results in interactive events

by using a range of skills and methods

to bring the best out in people as they work together

focuses on the process of how

Why facilitate? To change behavior To get action To ensure understanding To persuade To get and give Information

Facilitator = Conductor

Role: Impartial Helper being seen as having no stake in the outcomes Does not take sides

being seen as having no stake in the outcomes

Does not take sides

Interpersonal Skills/Basic Facilitation Skills listening questioning language & communication using feedback conflict handling

listening

questioning

Facilitation Skills Active listening Give constructive feedback Self disclosure / sharing Reflecting skills

Facilitation Skills Question / clarify Problem-solving Reframing Summary

PARAPHRASING Restating what another has said in your own words SUMMARIZING Pulling together the main points of a speaker QUESTIONING Challenging participants to tackle & solve problems 3 keys to effective facilitation

Maintain eye contact Make encouraging statements Nod Your Head Keep an open body position Repeat a sentence or part of one Repeat the last word or two of the prior speaker More tips

Nine Steps for Effective Listening Put your group at ease Show you want to listen Remove distractions Empathise Have patience Hold your temper Don’t argue or criticise Ask questions STOP TALKING!

Put your group at ease

Show you want to listen

Remove distractions

Empathise

Have patience

Hold your temper

Don’t argue or criticise

Ask questions

STOP TALKING!

Questioning Use OPEN questions to probe: “ Who, why, what, when, how?” Use CLOSED (yes/no answers) to redirect/ summarise: “ Are you saying that…?”

Cross-Cultural Dynamics Variable language skills ( kadda, kadu-karaya ) Celebrate diversity ! Different cultural norms about politeness and communication style (i.e. interruption & arguments) Awareness of perceived status differences between cultures ( Kolomba Hathe, gode ) Loyalty towards one’s own cultural group

Variable language skills ( kadda, kadu-karaya )

Celebrate diversity !

Different cultural norms about politeness and communication style (i.e. interruption & arguments)

Awareness of perceived status differences between cultures ( Kolomba Hathe, gode )

Loyalty towards one’s own cultural group

Code of Cross-Cultural Conduct We recognise and accept that physical contact differs across cultures ( hug, kiss, handshake ) We recognise that language is a barrier and make allowances without being patronising ( don’t imitate! ) We always double-check understanding Reduce the negative and amplify the positive We communicate in a clear, direct, honest and open way

We recognise and accept that physical contact differs across cultures ( hug, kiss, handshake )

We recognise that language is a barrier and make allowances without being patronising ( don’t imitate! )

We always double-check understanding

Reduce the negative and amplify the positive

We communicate in a clear, direct, honest and open way

Thank You !