Facilitation Skills

Learning Objectives
.To understand the roles of
facilitators
.To understand the facilitators basic
responsibilities
.To understand the structure of
facilitation map
.To understand the basic facilitation
skills

Program Outline and

Timelines
1.Getting Started 30 minutes
2.Basic Responsibilities of a Facilitator
120 minutes
3.Basic Facilitation Map 60 Minutes
4.The Facilitation Techniques 180
minutes
5.Conclusion 30 minutes

Timetable
8.30 am 9.00 am
Getting started
9.00 am 10.00 am Basic Responsibilities (I)
10.00 am- 10. 15 am Break
10.15 am 11.15 am Basic Responsibilities (II)
11.15 am 12.15 pm Basic Facilitation Map
12.15 pm 1.15 pm Lunch Break
1.15 pm 3.00 pm Basic Facilitation Techniques (I)
3.00 pm 3.15 pm Break
3.15 pm 4.30 pm Basic Facilitation Techniques (II)
4.30 pm - 5.00 pm Conclusion

Module 1 Getting Started

Getting Started

Warm Up
Name Your Team

Module 1 Getting Started

1. What do you think a facilitator
is?

Module 1 Getting Started

What do you think a facilitator is?
Facilitator is the individual responsible
for guiding a team through a process in
order to accomplish a specific task or
achieve a specific goals or outcomes

Module 1 Getting Started

2. The Business Environment and
the role of Facilitator (read notes)
Whats todays business situation?
Volatile or Stable? Fast product cycle or
slow cycle?

Module 1 Getting Started

2. The Business Environment and
the role of Facilitator (read
notes)

Fast !! Do it first.
Task Behaviors

Task behaviors

Doing
Work Independently
Making logic-based decisions
Acting
Moving things along
Focusing on details
Directing
Bringing things to closure (making decisions)
Controlling
Telling
Focusing on the job at hand
Resistance to change

Module 1 Getting Started

3. The importance of facilitation
to enhance process behaviors
Success though planning and
discussion

Process Behaviors

Thinking
Participating/teamwork
Using creativity and intuition
Talking
Exploring ideas more deeply
Focusing on the big picture
Facilitating
Opening up/looking for other ideas (generating
alternatives)
Letting go and empowering
Asking
Focusing on the people, values, and vision
Receptivity to change

4. The Role of Facilitator

The facilitators task is to ensure that a team
a. avoids the potential disadvantages and
b. experiences all of the advantages
and so performs as a synergistic team creating
excellent outcomes

Komags Definition
The definition of facilitation Komags
SDWT Context
Facilitator is the individual who
designs and manages of structures
and processes that help a group do
its work and minimize the common
problems

The Role of Facilitator

Role of Facilitator

Experience all the advantages Avoid the potential disadvantages

Synergistic team

Excellent Outcomes

5. Working In a Team

Advantages

Disadvantages

5. Working In a Team
Potential Advantage

Potential Disadvantages

Building on each others ideas

Confusion

Different perspectives

No agreement

Better conclusion

Conflict

Fun

No time for individual thinking

Sharing the load

Can avoid responsibilities

Equation
In a Dysfunctional Team
2 + 2 = 3 or less

In a Synergistic Team
2 + 2 = 4 or more

Role of Facilitator

Experience all the advantages Avoid the potential disadvantages

5. Synergy or
Dysfunction?
Synergistic team
Excellent Outcomes

Definition of Word
synergy, synergism
noun [U]
SPECIALIZED
the combined power of a group of things
when they are working together which is
greater than the total power achieved by
each working separately
(from
Cambridge International Dictionary of Eng
lish
)

 dysfunctional
adjective
not able to operate well; working
badly
a dysfunctional family
from
Cambridge Dictionary of American En
glish
)

Core Processes of Facilitation

1. Analyzing Information to determine the
best approach
2. Designing Meeting (Facilitation Map)
3. Establishing group climate, norms and
roles with the team (Ground Rules)
4. Creating and implementing structures
and processes to accomplish tasks and
meet objectives

Core Processes of Facilitation

5. Intervening to manage group dynamics and to
influence what members are doing or how they
are doing it (Basic Facilitation Skills)
6. Coaching team leaders and team members in
effective behaviors
7. Evaluation meeting and facilitation
effectiveness to enhance team learning
(Facilitator Feedback)
8. Ensuring follow-up action related to
production, meeting, results, communication
and implementation of decision.

Conclusion
Facilitator is essential for todays business
in two aspects:
a. It helps the team to focus on process
behaviors, that is planning, thinking and
discussion
b. It helps the team to bring out the best
part of team to be more synergistic.

Module 2
Introduction to the Basic
Responsibilities of a
Facilitator

Module 2
What are the essential
responsibilities of facilitator?

Basic Responsibilities
Clarify objectives

Ensure full participation

Stay on track

Stay on time

Clarify understanding

Ensure commitments to action

Recap

Refer to Note 2.1

Clarify Objectives
Explain what the topic is
What do we want to achieve?
Why are we having this meeting?

Clarify Objectives
For example:

Background :the team is calling for

quarter end outing.
Objectives
Department Outing
What do we want to achieve?
Identify venue and select organizing
committee

Clarify Objectives

For example:

Background: The team discuss the

issue of labeling and displaying goods
Objectives
Housekeeping
What do we want to achieve?
Identify issues faced by HIT leaders

Ensure Full Participation

Everyone must have an equal
opportunity to participate and that
all participants contribute to the
process

Ensure Full Participation

How do you handle such situation?
Quiet person?
Talkative person?

Ensure Full Participation

Encouraging participation
Who else has an idea?
Is there a users perspective on this
issue?
A lot of men are talking, now lets hear from
the men
Is this discussion raising questions for
anyone?
Lets hear from someone who hasnt
spoken in a while

Stay on Time and

Stay on Track
Item

Topic

Action

Time Allocated

a. Decide the date John Tan

for Langkawi trip

15 minutes

b. Explain recreation
activities and
solicit feedback

Mohd Farouk

20 minutes

c. Report on trip
budget and decide
on amount of
money to be
collected

Chandran

10 minutes

Stay on Time and

Stay on Track
What happen when the team does
not stay on track?
What would you do?

Stay on Time and

Stay on Track
What happen when the team does
not stay on time?
What would you do?

Clarify Understanding
Ask for examples, pictures, diagrams, data
Ask if other participants understand what was
being said

Ensure Commitments to
Action
identifying who is to do what
and when

Ensure Commitments to
Action
Item

Topic

Action By

Completion Date

Confirm the date and

issue email
Get a team to
organize Treasure
Hunt. Report names
contents and rules
Collect money from
40 participants

Shaik Amir

20th April 2002

Ruzi Panjang

18th April 2002

Chandran

24th April 2002

Recap
Recap what has been decided
Today we have decided to adopt 5S as the
way to improve our housekeeping system.
Anyone has anymore concerns?

Recap
Recap who has agreed to do what
and by when
John has agreed to lead the Housekeeping
Improvement Team. He will submit a plan
for training, discussion and implementation
by 18th of April. We will discuss the plan in
next meeting. John do you have anything to
add?

Preparation for Workout

Feedback Guideline

Giving Feedback
You are not looking for what you like or
dont like about a persons facilitation
style.
Select feedback that can benefit the practice
facilitator. No personal attack.

Giving Feedback
Use specific example
you didnt recap the discussion on
housekeeping improvement team
Provide feedback on the strengths
and
opportunities for improvement
(refer the the Facilitation Feedback
Form)

Giving Feedback
Always assume:
assume
You are successful to the extent that you
provide feedback without lowering the
persons self esteem
People want to do a good job
You care about the person (if you dont,
expect your attempt to fail)
You may be incorrect

Receiving Feedback
People often uncomfortable
receiving feedback
But they take risk to tell you.

Receiving Feedback
1. Listen. Say Thank you
2. Probe for example
Can you give me an example?
3. Ask for help
Can you give me some ideas how
should I deal with it?
4. Delay respond. Thank you. I will
think about it

Example of FON, FF
Facilitation Observation Notes
Refer to Note 2.2 and
Note 2.3

Team Workout
Identifying Facilitation
Challenges
Refer to Note 2.4

Team Workout
Facilitator Challenges

Tips/Tool

How to deal with

Ask opinion from

talkative participant?

Other participants
I like your idea. Any
one else have fresh
ideas?

Team Workout
Practice facilitator
Time Keeper
Note Keeper
Facilitation Observer

Team Workout
Time Allocation
5 minutes of preparation
25 minutes Workout
10 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout
Key Learning Points

Module 3
Road Map for facilitation
Success

Map
Opening
Clarifying Objectives
Clarifying Role of the Facilitator
Overview of Agenda and/or Process
Developing Ground Rules
The Body
Recap Outcome
Conformation of Consensus and Next Steps

Notes

Example
Refer to Note 3.1
Explanation
Refer to Note 3.2

Opening
First few words
Set the tone positive
Get their attention
Tell them the purpose of the
meeting

Clarifying Objectives
What do we want to achieve?
Why do we meet today?
Present a brief statement of
objectives (written form)
reminder
are we on track?

Clarifying the Role of

Facilitator
Tell them what you do
as process expert,
not content expert
Tell them how you will intervene
- off track: I will pull you back
- dominant conversation: I will gate keep
the conversation

Overview of Agenda
and/or process
Dept Outing
1. Objective of Outing Ahmad 5 minutes
2. Select Venue Ahmad 10 minutes
3. Select Organizing Committee Wan 20
minutes
4. Decide on activities Lee Guan 10 minutes
5. AOB Ahmad 5 minutes

Overview of Agenda
and/or process
Dept Outing
1. Objective of Outing Ahmad 5 minutes
2. Select Venue Ahmad 10 minutes
3. Select Organizing Committee Wan 20 minutes
4. Decide on activities Lee Guan 10 minutes
5. AOB Ahmad 5 minutes

Developing Ground Rules

Powerful tool to shape culture. The
team empower you to lead the
team
How the team behave and work
together

Write in a flipchart. Put it up for the

first five meetings to remind them

Ground Rules
1. We are prompt and regular in attendance

2.
3.
4.
5.
6.
7.
8.
9.

We listen attentively
We only allow one person talk at a time
We complete assigned work within stipulated time
We appreciate the other persons point of view
We provide constructive feedback and receive it
willingly
We keep confidences and assume others will
We stick to the agenda and schedule unless we
agree to change them
We are here to find solutions, not to fight and win

The Body
The part the team tackle the
issues
You apply most tools

The Body
Fact finding
Brainstorming
Action Plan
Problem Solving
Decision Making
Brainstorming
Communicating

Recap Outcomes
Recap outcome briefly to ensure
understanding
Recap what has been decided
Recap who has agreed to do
what and by when

Confirmation of
Consensus and Next
Steps
Confirm of the actions agreed to
be taken or decisions have been
made
Decide on next meeting or
things to do next

Team Workout
Using The Facilitation Map
as a Planning Tool
Refer to Note 3.3

Team Workout
Practice facilitator
Time Keeper
Note Keeper
Facilitation Observer

Team Workout
The practice Facilitator identifies a
meeting/team process that he or she is
likely to facilitate in the near future.
Use that as the background of this
Workout

Team Workout
The team must use the Facilitation Map
to facilitate the meeting but ONLY for
the first five steps.

Team Workout
Time Allocation
5 minutes of preparation
15 minutes Workout
5 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout
Key Learning Points

Module 4
Basic Facilitation Skills

Focus on Basic Skills

There are many facilitation skills
such as decision making,
problem solving etc.
We focus on the fundamental.
You will learn 26 skills
altogether.

Background
You will see facilitation skills
used in marketing and shipping
department

Outline (Note 4.1)

1.Opening a Meeting

2. Running A Meeting

a. Proper Room Set Up

b. Set Enthusiastic Tone
c. Make Introduction
d. Ground Rules
a. Managing Discussion
b. Balance Participation
c. Manage Transitions
d. Identify Strategic Moments
e. Use the teams resources

3. Closing Meeting
a. Review Agenda
b. Summarize decisions and recommendations
c. Determine remaining issues
d. Manage follow-up actions
e. Evaluate Meeting

View Video
Watch video for
familiarization.
It takes only 15 minutes

Learning (Note 4.2)

Step
this

Have you used

this skills before?

How?
Important?
Yes/No

Why is
Skills

Stretch Your Mind

View Tape
Answer Questions
Share with the group
Refer to Note 4.1

Opening A Meeting
Proper Room Set Up
Chair/
Table/
Light/
Refreshment/
Flipchart/AV

Opening A Meeting
Set Enthusiastic Tone
Positive/
High Energy/
Your mood affect them/
Positive Body Language

Opening A Meeting
Make Introduction
Get to know them/
Come early/
Be positive/
Everyone is important

Opening A Meeting
Ground Rules
Rules/
Form culture/
Let the team generate/

Manage Discussion
Ask Clarifying Questions
5W1H/
Ask if the team understand

Manage Discussion
Build Team Memory
Use flipchart/
Paste it/
Unsure common
understanding

Manage Discussion
Discourage Group Think
Protect alternate ideas/
Challenge dominant thinking

Manage Discussion
Parking Lot
Irreverent Thoughts/
Write it down/
Next meeting or AOB

Balance Participation
Make Eye Contact
Let people know that you are
listening/
Confidence/
Make people feel important

Balance Participation
Round Robin Techniques
Make everyone speak

Balance Participation
Include Everyone

Balance Participation
Ask Low Participants For Help

Manage Transitions
Summarize the Topics

Manage Transitions
Use Clear Segues

Manage Transitions
Agenda As Road Map

Identify Strategic Moments

Note Moments of team
Agreement

Identify Strategic Moments

Summarize Key Points

Use The Teams Resources

Use Open-Ended Questions
5W1H

Use The Teams Resources

Tolerate Silence
20 seconds/
Create pressure

Use The Teams Resources

Mobilize Team Knowledge

Use The teams Resources

Use their Words

Closing A Meeting
Review Agenda

Closing A Meeting
Summarize Decisions and
Recommendations

Closing A Meeting
Determine Remaining Issues

Closing A Meeting
Manage Follow-Up Actions

Closing A Meeting
Evaluate Meeting

Team Workout
Running A Meeting Pros and
Cons

Refer to Note 4.3

Team Workout
Practice facilitator
Time Keeper
Note Keeper
Facilitation Observer

Team Workout
The Practice Facilitator select a topic
form the list. Explore the pros and cons
of the issue.
Use Facilitation Map and Basic
Facilitation Skills.

Team Workout
Topics
1. Should we allow Internet access to every employee?
2. Can we hold our Family day in Langkawi? Employees are
allowed to bring spouse.
3. Should we build a multi-storey car park?
4. Should we work without uniform?
5. Should the company provide us free breakfast?
6. Should we assign a person to oversee the sustainability of
housekeeping at Common area?

Team Workout
The rest of the team members should
agree among themselves who will be
argue in favor and who will be argue
against the presented idea.

Team Workout
The selected team will do the workout
before the class. The class would be
their observer.
Half of the class evaluates the
Responsibilities of Facilitator and the
other half evaluates Basic Facilitation
Skills

Team Workout
Time Allocation
5 minutes of preparation
20 minutes Workout
10 minutes feedback

Team Workout: Feedback

What has the person done well?

How can the improve ?

Team Workout
Key Learning Points

Conclusion

Open Book Quiz

Refer to Note 5.1

Questions
The role of facilitator
The responsibilities of Facilitator
The Facilitation Map
Basic facilitation skills

Sharing

1.

Share three things you have

picked up from this training
1`.
2.
3.