1. Outstanding Questions COS 4860

2. Conflict ► What is the most effective means of conflict resolution?

3. Conflict ► Choose your time carefully ► Set some groundrules  I statements  No name-calling ► Explore the issue of concern thoroughly form both sides  First mentally  Then verbally

4. Conflict ► Ignore “baiting” and encourage all parties to do the same. ► Acknowledge the difficulty of the conversation and the courage it takes to have a serious discussion. ► Teach listening skills to the group prior to the discussion ► Role model listening skills during the conversation.

5. Conflict ► Remember! ► Our imagination is almost always worse than reality. ► As a facilitator you  Acknowledge the conflict  Help each part understand the other  Use process interventions to keep the conversation moving in a productive way  Call it off, when emotions are too high – but bring it up again later

6. Conflict ► Difficult Conversations: How to Discuss what Matters Most (Stone) ► Role Play

7. Process ► At what point does process become a hindrance?  Process is a tool to move a group forward. To ensure balanced participation and progress towards a shared goal.  Process is a hindrance when ► It shifts the topic of discussion away from a productive conversation. ► It impedes progress toward the goal of the group.

8. Transitions ► How to transition from one topic to another?  What is your purpose?  What are your products?  Build a roadmap that allows for flexibility but has milestones and a clear direction

9. Transitions ► Exercise  You are facilitating a group that is concerned about neighborhood vandalism. The neighborhood watch program fizzled out last year. The neighborhood association has submitted a grant for a youth recreation program – it wasn’t funded. Other neighborhoods have programs they consider successful. You have 3 2-hour meetings.

10. Facilitation vs. Direction ► How important is it that everyone be involved to promote buy-in and creativity? ► Is it a violation of policy or procedure? ► Is it an ethical or moral issue? ► Does the group have the task maturity to handle the topic?

11. Anxiety ► How to increase the comfort level and reduce anxiety?  Be clear about the direction and purpose.  Ground rules  Listening skills  Focus on the process

12. Diversity ► How to manage diverse ages?  Diversity is an asset.  Use process to bring out alternative perspectives and demonstrate that all perspectives are valuable.

13. Lack of Support ► How to handle a client that does not support the outcome of the facilitation? ► Ideas?

14. Lack of Support ► Contract that is clear about the process and possible outcomes. ► Discuss the value of group process and consensus. ► See conflict and how to have difficult conversations!

15. Manipulation ► Can you persuade someone using facilitation skills?  A skilled facilitator can be very effective at manipulation.  Ethics should remain a focus at all times, even when not facilitating.  Facilitation skills are valuable in families, friendships, the workplace, business transactions etc.

16. Time Management ► Is there a method or technique to determining how long or how many sessions?

17. Keep Coming Back ► How to motivate them to come back?  See previous discussions  Cookies and punch

18. Practice ► How do you practice?  Role plays  Play with process  Mental exercises

19. YIKES! ► If there is a physical altercation how should it be handles?