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Facilitating with Ease!
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Table of Contents

Introduction xiii Chapter One-Understanding Facilitation 1 What Is Facilitation? 1 What Does a Facilitator Do? 2 What Do Facilitators Believe? 2 What Are Typical Facilitator Assignments? 3 Differentiating Between Process and Content 4 Facilitation Tools 5 Core Practices Overview 5 What Does Neutral Mean? 7 Learn to Say "Okay" 9 When to Say "We" 9 How Assertive Can a Facilitator Be? 10 The Language of Facilitation 11 Conversation Structures 12 Starting a Facilitation 13 During a Facilitation 15 Ending a Facilitation 16 Effective Note Taking 18 The Rules of Wording 19 Managing the Flip Chart 20 Facilitator Behaviors and Strategies 23 Core Practices Observation Sheet 26 Process Flow Observation Sheet 27 Facilitation Skill Levels 28 Facilitation Skills Self-Assessment 29 Chapter Two-Effective Questioning 33 The Principles of Effective Questioning 33 Question Types 34 Questioning Formats 34 The Importance of Follow-On Questions 36 Asking Sensitive Questions 36 The Question Bank 37 Chapter Three-Facilitation Stages 45 1. Assessment and Design 45 2. Feedback and Refinement 46 3. Final Preparation 47 4. Starting a Facilitation 50 5. During a Facilitation 51 6. Ending a Facilitation 52 7. Following Up on a Facilitation 53 Seeking Feedback on Your Facilitation 53 Chapter Four-Who Can Facilitate 55 When to Use an Internal Facilitator 55 When to Use an External Facilitator 56 When Leaders Facilitate 57 Facilitation Strategies for Leaders 57 Best and Worst Facilitation Practices for Leaders 62 Facilitation As a Leadership Style 62 Additional Role Challenges 64 Chapter Five-Knowing Your Participants 69 Conducting an Assessment 69 Group Assessment Survey 71 Comparing Groups to Teams 73 Understanding Team Stages 76 Forming-The Honeymoon Stage 76 Storming-The Potential Death of the Team 78 Norming-The Turning Point 83 Performing-The Ultimate Team Growth Stage 84 Adjourning-The Final Stage 85 Facilitation Strategies Chart 86 Team Effectiveness Survey 88 Chapter Six-Creating Participation 91 Creating the Conditions for Full Participation 92 Removing the Blocks to Participation 92 High-Participation Techniques 100 Group Participation Survey 102 Encouraging Effective Meeting Behaviors 103 Group Behaviors Handout 104 Observing Group Behaviors in Action 105 Peer Review Instructions 106 Peer Review Worksheet 107 Chapter Seven-Effective Decision Making 109 Know the Four Types of Conversations 110 The Four Levels of Empowerment 111 Clarifying the Four Empowerment Levels 112 Shifting Decision-Making Paradigms 115 The Decision-Making Options 116 Decision Options Chart 120 The Divergence/Convergence Model 121 The Importance of Building Consensus 122 Effective Decision-Making Behaviors 125 Symptoms, Causes, and Cures of Poor Decisions 126 Decision Effectiveness Survey 128 Chapter Eight-Facilitating Conflict 129 Comparing Arguments and Debates 129 Steps in Managing Conflict 131 The Five Conflict Options: Pros and Cons 134 Conflict Management Norms 137 Giving and Receiving Feedback 138 Making Interventions 142 Wording an Intervention 143 Dealing with Resistance 148 The Right Approach 150 Common Conflict Dilemmas 151 The Facilitative Conflict-Management Process 155 Interpersonal Conflict Worksheet 156 Group Conflict Checklist 157 Conflict Observation Sheet 158 Conflict Effectiveness Survey 159 Chapter Nine-Meeting Management 161 Meetings That Work 162 Our Meetings Are Terrible! 162 The Fundamentals of Meeting Management 164 Sample Agenda with Process Notes 164 Sample Process Check Survey 169 Sample Exit Survey 171 Meeting Effectiveness Survey 172 Facilitating Virtual Meetings 175 Chapter Ten-Process Tools for Facilitators 179 Visioning 180 Sequential Questioning 182 SWOT 184 SOAR 186 Facilitative Listening 188 Appreciative Review 190 Brainstorming 192 Written Brainstorming 194 Affi nity Diagrams 195 Gap Analysis 197 Needs and Offers Dialogue 199 Force-Field Analysis 200 Root-Cause Analysis 201 The Five Whys 204 Gallery Walk 205 Multi-Voting 207 Decision Grids 209 Exit Surveys 212 Survey Feedback 213 Systematic Problem Solving 215 Systematic Problem Solving Worksheets 217 Troubleshooting 225 Troubleshooting Worksheet 226 Chapter Eleven-Structured Conversations 227 Structured Conversation 1-Discovery 228 Structured Conversation 2-Environmental Scanning 231 Structured Conversation 3-Team Launch 234 Structured Conversation 4-Vision and Mission 236 Structured Conversation 5-Work Planning, Roles, and Responsibilities 239 Structured Conversation 6-Risk Assessment 241 Structured Conversation 7-Stakeholder Analysis 245 Structured Conversation 8-Communication Planning 247 Structured Conversation 9-Status Update Meeting 249 Structured Conversation 10-Creative Thinking 251 Structured Conversation 11-Midpoint Check 254 Structured Conversation 12-Systematic Problem Solving 257 Structured Conversation 13-Constructive Controversy 261 Structured Conversation 14-Survey Feedback 264 Structured Conversation 15-Interpersonal Issue Resolution 266 Structured Conversation 16-Overcoming Resistance 269 Structured Conversation 17-Project Retrospective 273 Structured Conversation 18-Project Adjournment 275 About the Author 277 Acknowledgments 279 Bibliography 283

About the Author

Ingrid Bens (Sarasota, FL) is a consultant and trainer whose special areas of expertise are facilitation skills, team building, conflict management, employee and organizational change. She has more than twenty-five years of experience as a workshop leader and organization development consultant. The workshops she currently conducts address core facilitation skills, advanced facilitation skills, and facilitative leadership strategies. Bens is the founder of both Participative Dynamics, a consulting firm located in Sarasota, Florida, and Facilitation Tutor, an on-line learning portal. She is author of 4 Jossey-Bass books and one Pfeiffer assessment.

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