1. QUALITY ASSURANCE PROJECT Coach as Facilitator The purpose of this module is to present key concepts of facilitation and provide an opportunity for participants to practice facilitation skills. 1

2. QUALITY ASSURANCE PROJECT At the end of this module participants will be able to:  Define facilitation  Demonstrate a four step approach to group process intervention  Discuss six coaching guidelines  Assess their self-knowledge regarding the role as coach 2

3. QUALITY ASSURANCE PROJECT Content What is Facilitation? Making Process Observations Effective Questioning How to Give Feedback about Group Process Facilitation Guidelines Self-awareness 3

4. QUALITY ASSURANCE PROJECT What is Facilitation? A process in which a person intervenes to help a team improve the way it identifies and solves problems and makes decisions 4

5. QUALITY ASSURANCE PROJECT As a facilitator, a coach will Assist with team building Observe group processes Intervene to address issues of group communication Give supportive and corrective feedback 5

6. QUALITY ASSURANCE PROJECT As a facilitator, a coach will Assist with –decision making –conflict management –conducting effective meetings –managing change –enhancing creativity –communicating with the organization 6

7. QUALITY ASSURANCE PROJECT Making Process Observations By observing a team's activities and helping them reflect on what is happening, facilitators help the team gain self-awareness of their behavior and become more productive. 7

8. QUALITY ASSURANCE PROJECT Effective Questioning Stimulates thinking Initiates and promotes discussion Provides feedback to the coach about team’s knowledge and skills 8

9. QUALITY ASSURANCE PROJECT How to Give Feedback Set ground rules Be supportive of the team leader Be supportive of the team members Focus on the goals 9

10. QUALITY ASSURANCE PROJECT Four-Step Approach to Group Process Intervention 10

11. QUALITY ASSURANCE PROJECT Step One: Give the team feedback on observed behavior 11

12. QUALITY ASSURANCE PROJECT Step Two: Describe the potential or actual effect of the behavior 12

13. QUALITY ASSURANCE PROJECT Step Three: Ask the team for input 13

14. QUALITY ASSURANCE PROJECT Step Four: Decide on action 14

15. QUALITY ASSURANCE PROJECT Facilitation Guidelines  Stay neutral in the team  Encourage participation by all  Help team reach consensus 15

16. QUALITY ASSURANCE PROJECT Facilitation Guidelines  Reflect feelings and ideas back to the team  Help team keep itself on track  Expect a great deal of pain 16

17. QUALITY ASSURANCE PROJECT Self-Awareness  How sensitive am I to the needs of others?  How approachable, pleasant, or positive do others perceive me to be?  Do I listen and communicate openly? 17

18. QUALITY ASSURANCE PROJECT Self-Awareness  Do I work well with others?  Do I believe in QA?  Am I willing to be wrong or to lack knowledge? 18

19. QUALITY ASSURANCE PROJECT Self-Awareness  Am I willing to learn about myself as well as about how to support teams?  Am I willing to have my priorities become second to the priorities of the team or team leader? 19