This document discusses communication skills and market facilitation. It outlines six facilitator roles: communicator, relationship builder, systems analyst, coach, and innovator. As a communicator, effective messaging, active listening, and investigative reporting are key capacities. As a systems analyst, understanding industry terminology, principles, and influencers is important. The document also discusses facilitating inclusive market system change through multi-faceted interventions at different phases and making appropriate offers to different players to foster the right incentives and behavior over time through self-selection and strategic adjustments. Finally, it prompts sharing insights into managing relationships to achieve systemic goals and role playing examples.

1. COMMUNICATION SKILLS
MAP with Market Players
Day 1 Afternoon

2. Facilitator Roles
Communicator
RelationshipBuilder
SystemsAnalyst
Coach
Innovator
FOUNDATION ATTITUDES AND CAPACITIES
Source: Engineers without Borders

3. COMMUNICATOR
KEY CAPACITIES:
Messaging: effective communication of information to various
audiences using a variety of media, ensuring the information is
tailored to the audience.
Active listening: engaging with and focusing on a speaker to
deeply understand and appreciate what they are trying to
convey to you.
Investigative Reporting: constantly seeking to understand and
share that understanding

4. SYSTEM ANALYST
KEY CAPACITIES
Language: understanding the terms used as short-cuts to
describe how the system works by those who are in it and
know it
Principles: understanding the nature of a specific system
how it works and how it performs.
Understanding Influencers: identifying who or what is
having a major effect on the system.

5. Facilitate Market System Change
Market not working
for the poor
Market working
better for the poor
Entry ExitTrial and pilot Crowding-in
Outreach &
inclusion
Transactions &
benefit flows
BREADTH
Appropriate
functions/players
Innovation &
responsiveness
DEPTH
MOMENTUM towards Inclusive Growth
Multi-faceted LEVERAGED Interventions
Enabling Rules
Capacities/Practices
Relationships Aligned
Incentives & Ownership
PHASE 1: CREATE A
VALID EXPERIENCE
FOR MARKET
ACTORS TO TAKE
RESPONSIBILITY
FOR THEIR GROWTH
PHASE 2: MANAGE
MOMENTUM FOR
BEHAVIOR CHANGE IN
LINE WITH MAP’S
GOALS OF INCLUSIVE
GROWTH

6. APPROPRIATE OFFERS
• A clear offer is essential (if you are not giving away cash!)
– Ensures appropriate influences and signals
– Fosters appropriate incentives and behaviour
– Permits leverage
• Facilitators need to have multiple offers to different players.
– … Translate this understanding into appropriate offers
• Facilitators need to manage partner relationships over time.
– Self selection
– Strategic Adjustments
– Wait and See
– Door always open 24/7/365

7. GROUP EXERCISE
In mixed groups:
1. Read the scenario
2. Read out each of the statements in turn?
3. Answer these questions:
– What do you hear about the market actor’s response
to MAP’s offer?
– How do you interpret what you hear?
– What should be MAP’s response to the market
actor?
4. Be prepared to shout out your answers

8. How do relationships, rules, incentives and capacity influence effectiveness?
Bad
Best
Bett
er
Bad
Best
Bett
er
Competitio
n
Cooperation
Degree of Market System
Effectiveness
LOW
HIG
H
HIG
H
HIG
H
Transparent rules Embedded Services
Collusion
Zero-sum tactics Political Favoritism
Joint response to opps. & threats
Norm: Constant upgrading
Anti-compete rules
Joint Marketing
Norm: Constant upgrading
Driving Forces of Market System Change
Competitive response
internalised
Specialised ServicesInnovation/Differentiation

9. TASK:
Share examples of an insight in
managing relationships relative to
achieving MAPs systemic change goals
1. Choose one
2. Organize a role play to dramatize
this insight