1. Facilitation Skills

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

3. 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

4. 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

5. 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

6. 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?

7. 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

8. 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

9. 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

10. Role: Conductor

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

12. 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

13. 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

14. 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

15. 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…?”

16. 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......?

17. 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?

18. 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

19. 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?

20. 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

21. 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

22. 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

23. 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

24. 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

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

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

27. Exemplary Trainers

28. Good Facilitation Brings
Co-operation
Results