Facilitation Skills

Exemplary Trainers What are the discrete characteristics and competencies that distinguish exemplary instructors?

Exemplary Trainers University of Illinois Qualitative Study 53 trainers interviewed 27 classified as exemplary No difference between average and exemplary trainers - using traditional competencies Big differences - personal characteristics Understanding the numbers: All 27 exemplary trainers demonstrated responsiveness during the interviews – only 12 of the average trainers did so

Helpful Attitudes & Values My mind-set won’t help them Everybody is human, unique with potential It’s OK to teach No one best way People never argue with their own data Facilitators can’t win arguments Silence is OK Don’t push the river

The Facili-training Rainbow Socratic direction HIGH I n t e r a c o facilitating discussion teaching demonstrating brainstorming process monitoring presenting 1. How much interaction does the facilitator have with participants? 2. How much does the facilitator contribute to the content/outcome of the session? Contribution to Content LOW HIGH

Socratic Direction Examples of Socratic questions include: Questions of clarification What do you mean by _______? Let me see if I understand you; do you mean _______ or _______? Could you give me an example? Could you explain that further? Questions that probe assumptions You seem to be assuming _______. Do I understand you correctly? All of your reasoning depends on the idea that _______. Questions that probe reasons and evidence Why do you think that is true? What are your reasons for saying that? What led you to that belief?

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 Focus on the process of how

Interpersonal Skills/Basic Facilitation Skills listening questioning language & communication using feedback conflict handling 10 Commandments of Effective Listening 1. Stop talking 2. Put your people at ease 3. Show you want to listen 4. Remove distractions 5. Empathise Questioning Use O P E N to probe: “Who, why, what, when, how?” Use CLOSED (yes/no answers) or Socratic Direction to redirect/ summarise: “Are you saying that…?” Using Feedback Help participants to think through these questions: 1. What did you do well? 2. What could you have done even better? 3. What prevented you from doing even better; what’s the plan to do even better in the future? 6. Have patience 7. Hold your temper 8. Don’t argue or criticise 9. Ask questions 10. STOP TALKING Use YOU questions How do you see this? What are your priorities? How important is ...... to you? Tell me more about ......? What if.......Why........How......? Handling Conflict identify points of agreement reformulate contributions to highlight common ideas encourage people to build on others’ ideas test for false consensus test consensus for relevance/motivation

Facilitator’s Role: Overview cope with uncertainty use power of credibility to help address issues be calm in times of emotion support and counsel others be understandable mobilise energy surface difficult issues and help others to do so take themselves less seriously empathise

Role: Conductor

Role: Impartial Helper belonging to no political coalition within an organisation being seen as having no stake in the outcomes

What a facilitator is NOT participant in the team team leader team organiser/administrator, negotiator on the team’s behalf, servant who simply does the bidding of the team expert trainer

Group processes:intervening model appropriate behaviour ensure involvement enable understanding keep a task-related focus push for action outcomes manage time ensure that a record is created

Ten Commandments of Effective Listening 1. Stop talking 2. Put your people at ease 3. Show you want to listen 4. Remove distractions 5. Empathise 6. Have patience 7. Hold your temper 8. Don’t argue or criticise 9. Ask questions 10. STOP TALKING

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

Questioning Use YOU questions How do you see this? What are your priorities? How important is ...... to you? Tell me more about ......? What if.......Why........How......?

Using Feedback Help participants to think through these questions: 1. What did you do well? 2. What could you have done even better? 3. What prevented you from doing even better; what’s the plan to do even better in the future?

Conflict Handling identify points of agreement reformulate contributions to highlight common ideas encourage people to build on others’ ideas test for false consensus test consensus for relevance/motivation

The Facilitraining Rainbow 1. How much interaction does the facilitator have with participants? 2. How much does the facilitator contribute to the content/outcome of the session?

The Facilitraining Rainbow Socratic direction HIGH I n t e r a c o facilitating discussion teaching demonstrating brainstorming process monitoring presenting Contribution to Content LOW HIGH

Cross-Cultural Dynamics Variable language skills Recognition of cultural differences without reinforcing stereotypes Different cultural norms about politeness and communication style ie interruption & argumentativeness Awareness of perceived status differences between cultures Loyalty towards one’s own cultural group

Code of Cross-Cultural Conduct We appreciate & enjoy cultural diversity We accept that our own perceptions are coloured by our own upbringing/culture We empathise with other’s view We are open-minded and we don’t stereotype other nationals We openly discuss how our different cultural backgrounds may be influencing an issue

Code of Cross-Cultural Conduct We recognise and accept that physical contact differs across cultures We recognise that language is a barrier and make allowances without being patronising We always double-check understanding We plan our communication to eliminate the negative and accentuate the positive We communicate in a clear, direct, honest and open way

Helpful Attitudes & Values My mind-set won’t help them Everybody is human, unique with potential It’s OK to teach No one best way People never argue with their own data Facilitators can’t win arguments Silence is OK Don’t push the river

Characteristics of Exemplary Trainers University of Illinois Study 53 trainers interviewed 27 classified as exemplary

Results No difference between average and exemplary trainers - using traditional competencies Big differences - personal characteristics

Exemplary Trainers

Good Facilitation Brings Co-operation Results