facilitation new secret weapon2010 - kristin arnold › pdf › facilitation-new... ·...

© 2005 QPC Inc. Kristin J. Arnold, CSP 1

Facilitation

The New Secret Weapon for Professional Speakers

Kristin J. Arnold MBA, CMC, CPF, CSP Quality Process Consultants, Inc. 11890 E Juan Tabo Road, Scottsdale, AZ 85255 Phone: 480.502.2100 Fax: 480.502.2102 [email protected] www.ExtraordinaryTeam.com


About Kristin Arnold president QPC Inc.

Kristin J. Arnold, MBA, CMC, CPF, CSP is passionate about making your meetings more engaging, interactive and collaborative.

As a high stakes meeting facilitator, trainer and keynote speaker, Kristin has worked with thousands of senior executives, project managers and team leaders in Canada and the USA, challenging their traditional notions about teamwork. She is known for her concrete approach to teamwork and a treasure trove of practical concepts, tools and techniques her clients can apply immediately to see positive, substantive results.

As a master facilitator, Kristin also trains other facilitators. “I train your people to do what I do—facilitate teams to higher levels of performance.”

author & columnist

Kristin is regarded as an expert in team development and process improvement techniques. She is the author of several books in the Extraordinary Team Series (Team Basics, Email Basics and Team Energizers) as well as a newspaper columnist and contributing author to myriad other team-based books such as The IAF Handbook of Group Facilitation. Her latest book, Boring to Bravo: Proven Presentation Techniques to Engage, Involve, and Inspire your Audience to Action hit the bookstores in August 2010.

education Kristin graduated with high honors from the United States Coast

Guard Academy. She also earned a Master of Business Administration degree, with an emphasis on Marketing Strategy, from St. Mary’s College in California, again graduating with high honors. Kristin is also on the Executive Development Faculty in the Schulich School of Business at York University in Toronto, specializing in Leadership Through Teambuilding.

credentials Certified Speaking Professional (CSP) from the National Speakers

Association (2002) Certified Professional Facilitator (CPF) from the International

Association of Facilitators (2002) Certified Management Consultant (CMC) from the Institute of

Management Consultants (2002) Qualified to administer the Myers-Briggs Type Indicator (1999) Certified Kolbe Consultant (2004)

IFFPS/NSA Kristin served as President of NSA-Virginia in 2000-2001; Lab Faculty for the Facilitation Skills Lab in 2000; Founding member and Chair of the Facilitators Professional Experts Group (PEG); Lab Chair for the Interaction Skills Lab and Lab Director for all Labs in 2003-2005. She has served on the National Board since 2005, currently serving as President in 2010-2011.


Facilitation Complements Your Speeches

Pre-Event

Focus Clarity

Planning Team Building

Problem Solving

The Event or “Speech”

Next Steps

Goal Setting Implementation Project Launch

Post-Event

Plans Follow Thru

Focus Groups Team Building

Problem Solving

Follow-Up Sessions


Typical Facilitated Sessions and Sample Agendas Pre-Event

The Focused Conversation 14

Planning/Goal Setting 15

Team Building 16

Problem Solving 17

Post-Event Maintaining Momentum/Next Steps 18

Planning/Goal Setting/Implementation Planning 15

Project Launch 20

Follow Up Sessions Planning 15

Maintaining Momentum 18

Focus Groups 19

Team Building 16

Problem Solving 17


Facilitation: Defined

Is Is Not Guide on the ______________

Sage on the _______________

Process Notes


The Facilitative Process Confirm Objectives Develop Process/Agenda Facilitate Session

� Generate � Organize � Make Decisions � Action Steps � Summarize

Generate Minutes Follow Up


International Association of Facilitators: Competencies

IAF's work has identified the following six foundational areas of competency1:

A. Create Collaborative Client Relationships

B. Plan Appropriate Group Processes

C. Create and Sustain a Participatory Environment

D. Guide Group to Appropriate and Useful Outcomes

E. Build and Maintain Professional Knowledge

F. Model Positive Professional Attitude

A. Create Collaborative Client Relationships

1. Develop working partnerships � Clarify mutual commitment

� Develop consensus on tasks, deliverables, roles & responsibilities

� Demonstrate collaborative values and processes such as in co-facilitation 2. Design and customize applications to meet client needs

� Analyze organizational environment

� Diagnose client need

� Create appropriate designs to achieve intended outcomes

� Predefine a quality product & outcomes with client 3. Manage multi-session events effectively

� Contract with client for scope and deliverables

� Develop event plan

� Deliver event successfully

� Assess / evaluate client satisfaction at all stages of the event or project B. Plan Appropriate Group Processes

1. Select clear methods and processes that � Foster open participation with respect for client culture, norms and participant diversity

� Engage the participation of those with varied learning / thinking styles

� Achieve a high quality product / outcome that meets the client needs 2.Prepare time and space to support group process

� Arrange physical space to support the purpose of the meeting

� Plan effective use of time

� Provide effective atmosphere and drama for sessions C. Create and Sustain a Participatory Environment

1. Demonstrate effective participatory and interpersonal communication skills � Apply a variety of participatory processes

� Demonstrate effective verbal communication skills

� Develop rapport with participants

� Practice active listening

� Demonstrate ability to observe and provide feedback to participants 2. Honor and recognize diversity, ensuring inclusiveness

� Encourage positive regard for the experience and perception of all participants

� Create a climate of safety and trust

� Create opportunities for participants to benefit from the diversity of the group

� Cultivate cultural awareness and sensitivity

1 See www.iaf-world.org for more information.


IAF Competencies

3. Manage group conflict � Help individuals identify and review underlying assumptions

� Recognize conflict and its role within group learning / maturity

� Provide a safe environment for conflict to surface

� Manage disruptive group behavior

� Support the group through resolution of conflict 4. Evoke group creativity

� Draw out participants of all learning and thinking styles

� Encourage creative thinking

� Accept all ideas

� Use approaches that best fit needs and abilities of the group

� Stimulate and tap group energy D. Guide Group to Appropriate and Useful Outcomes

1. Guide the group with clear methods and processes � Establish clear context for the session

� Actively listen, question and summarize to elicit the sense of the group

� Recognize tangents and redirect to the task

� Manage small and large group process 2. Facilitate group self-awareness about its task

� Vary the pace of activities according to needs of group

� Identify information the group needs, and draw out data and insight from the group

� Help the group synthesize patterns, trends, root causes, frameworks for action

� Assist the group in reflection on its experience 3. Guide the group to consensus and desired outcomes

� Use a variety of approaches to achieve group consensus

� Use a variety of approaches to meet group objectives

� Adapt processes to changing situations and needs of the group

� Assess and communicate group progress

� Foster task completion E. Build and Maintain Professional Knowledge

1. Maintain a base of knowledge � Knowledgeable in management, organizational systems and development, group

development, psychology, and conflict resolution

� Understand dynamics of change

� Understand learning and thinking theory 2. Know a range of facilitation methods

� Understand problem solving and decision-making models

� Understand a variety of group methods and techniques

� Know consequences of misuse of group methods

� Distinguish process from task and content

� Learn new processes, methods, & models in support of client’s changing/emerging needs 3. Maintain professional standing

� Engage in ongoing study / learning related to our field

� Continuously gain awareness of new information in our profession

� Practice reflection and learning

� Build personal industry knowledge and networks

� Maintain certification


IAF Competencies F. Model Positive Professional Attitude

1. Practice self-assessment and self-awareness � Reflect on behavior and results

� Maintain congruence between actions and personal and professional values

� Modify personal behavior / style to reflect the needs of the group

� Cultivate understanding of one’s own values and their potential impact on work with clients

2. Act with integrity � Demonstrate a belief in the group and its possibilities

� Approach situations with authenticity and a positive attitude

� Describe situations as facilitator sees them and inquire into different views

� Model professional boundaries and ethics (as described in ethics and values statement) 3. Trust group potential and model neutrality

� Honor the wisdom of the group

� Encourage trust in the capacity and experience of others

� Vigilant to minimize influence on group outcomes

� Maintain an objective, non-defensive, non-judgmental stance


Facilitation Fees Event-Based

Use your current fee schedule for a speech Use your current fee schedule for training

Project Based

Calculate the overall time you will devote to the project: o Planning o Interviews/surveys o Preparation o Travel to/from o Event Facilitation o Meeting Minutes/Summary/Recommendations o Follow up

Use your current fee schedule for consulting work Value Based

Read Alan Weiss’ Book on Value-Based Fees!


Kristin’s Proposal Template assumptions Here are some initial thoughts about what your offsite/retreat could look like,

based on my understanding of the current situation: � <<insert bulleted assumptions here>>

your objectives To enable your leaders/managers/supervisors/team leaders/employees to � objective

getting ready This start-up phase is absolutely critical in setting your team up for success. I suggest that we (either face-to-face or by phone) have an opportunity to get together to achieve clarity and alignment on:

� Agreement on Objectives � The Process � My Role as a Facilitator � The Composition of the Team � Decision-Making Strategies � Agreement on Next Steps including prework and/or surveys/interviews

design the session

Based on the above results, we will design the off-site/retreat tailored to meet the specific needs of the sponsor and the participants. � Send draft agenda to contact person (or other designated person) for

feedback/approval � Prepare session materials � Contact person will then send final agenda to participants

facilitate the offsite/retreat

Using a facilitative approach as discussed above, Kristin will conduct the workshop to ensure the objectives are met, modeling effective facilitative/team behaviors.

debrief the offsite/retreat

Within one week following the off-site, we will transcribe the final results in MS Word format and email <<contact person>> a final copy. Additionally, one month after the workshop, we will contact the off-site/retreat sponsor (you) to evaluate progress, provide coaching and to discuss next steps, if necessary.


Kristin’s Proposal Template proposed timeline

phase key activities possible dates/length Notification I Getting Ready

Interviews and assessment Prepare

II Conduct the Off-site/Retreat III Report Generation

your investment

The total cost to prepare and facilitate this one-day off-site/retreat is $<<insert cost of event>>. � Master facilitator fee: $ � Workbook fee: $ � You will be invoiced direct expenses such as travel, lodging, and per diem.

OR…I do not envision any additional expenses. Quality Process Consultants, Inc. is on the GSA Federal Supply Schedule contract for Management, Organizational and Business Improvement Services (MOBIS) – Contract Number GS-10F-0062L. We accept payment by check, Visa, Mastercard, American Express or Discover Card. Unpaid balances beyond thirty (30) days are subject to finance charges at a monthly rate of 1.5%.

deposit A deposit of fifty percent (50%) of the estimated total cost will be required for client engagements over $5,000 total or airfares in excess of $1,000.

cancellations If the contract agreement is cancelled for any reason, less than twenty-one (21) days prior to the agreed upon start date, you will forfeit the deposit.

effective date The above investment schedule is effective for calendar year 2010.

Insert Proposed Agenda, if appropriate.


Kristin’s Gold-Silver-Bronze Options (Example) phase key activities potential

dates duration A B C

Notification April 1 I Getting Ready April 1-10 1 day � Initial meeting with key stakeholders ½ day X X X � Interview cross-sectional sample of

team members 1 day X X

� Watch the group in action ¼ day X II Session One April 11 � Prepare Agenda and Training Materials ½ day X X X � Facilitate the session 1 day X X X III Generate Minutes April 18 ¼ day X X IV Follow Up Coaching Within 12

months after the initial session

1 day X X


Agenda: Focused Conversation2 Note: We can really help our clients by facilitating a great conversation where they get really clear on their objectives and desired results. Open Invitation to participate Focus the topic Explain background/context/relationship to prior events Forestall any objections Objective Questions

What are some of the events that led up to this problem? What else do we know about the background of this problem?

Reflective Questions

What has been the most frustrating part of this? How has it affected you personally? How has it affected all of our work?

Interpretive Questions

If this issue remains unsolved, what the possible effects on our organization and client?

What are other implications? What are some of the root causes to this issue?

Decisional Questions

What are some of the things we can do to solve the problem? Summarize and Next Steps

Thank you

2 For more detail on how to conduct a focused conversation and MANY more sample agendas, check out R. Brian Stanfield’s The Art of Focused Conversation: 100 Ways to Access Group Wisdom in the Workplace. New Society Publishers and the Canadian Institute for Cultural Affairs. www.newsociety.com


Agenda: Planning Retreat Welcome Review Purpose, Objectives Review Agenda & Ground Rules Team Activity Content Review/Overview

Presentation Reactions/Q&A What we need from the team (usually goals and/or plan)

Generate Ideas

Brainstorm on stickies what needs to be done in a defined timeframe Organize the Ideas

Affinitize/Categorize stickies Create “headers”

Small Group Activity

Give each group the “header” and categorized stickies Each group to create a goal statement, based on the content of the majority of the stickies Stickies that don’t “fit” can be off-loaded to another group.

Report out Goal Statements to the Larger Group

Questions/Comments? Are these the right goals? Strategic? Missing Anything? Confirm direction

Small Group Activity

Identify Major Milestones to achieve the goal Identify estimate timeframes Identify resources required Identify goal “champion”

Report out Goal Statements, Critical Milestones, Resources and Champion(s)

Test for logic Look for “two-fers” (a critical milestone that cuts across two or more goal statements) Confirm/assign champion(s)

Summarize and Next Steps

Agree on Communications Strategy/Next steps Review Understandings & Commitments Confirm commitment to plan

How can we make sure the plan won’t work? Turn the negatives into positive actions

Concluding Remarks


Agenda: Team Building Welcome Review Purpose, Objectives Review Agenda & Ground Rules Team Activity Extraordinary Teams Review Characteristics Identify the Strengths & Opportunities Reinforce and Celebrate the Strengths Select the top three opportunities that will make a difference Develop Most Important Opportunity

Provide “Just in Time” Training Discuss implications for the team Identify opportunities for improvement Capture possible action items

Develop Next Most Important Opportunity Develop Third Most Important Opportunity Action Plan for Success How can we make sure the plan won’t work? Turn the negatives into positive actions Select the top ten most important actions Summarize and Next Steps

Review Understandings & Commitments Bye!


Agenda: Problem Solving Welcome and Objectives

Review Agenda Establish Ground Rules Team Activity

Problem Definition Why It’s Important to the Organization Questions and Answers

Brainstorm Where’s the pain in the process?

Prioritize Top Three Areas of Pain in the Process Brainstorm

What’s causing the pain for each of the top three areas? What metrics are currently in place and what are the trends?

Prioritize Top Three Root Causes

Verify Root Causes Does the data confirm/deny your belief? Walk through the process

Brainstorm Solutions Prioritize/Build a Consensus Confirm Agreement Develop Solution/Implementation Plan

Pilot/Test plan Full implementation Plan

Metrics

Agree on Metric(s) Agree on Monitoring Plan

Summarize and Next Steps Review Understandings & Commitments Confirm commitment to plan


Agenda: Maintaining Momentum Welcome Review Purpose, Objectives Review Agenda & Ground Rules Team Activity Brainstorm Ideas to Maintain Momentum Review the “action plan” Confirm agreement to each task/effort Ask for a volunteer to “champion” the effort Check for others who might “help” with the effort Agree on specific due date Agree on Method to Follow Up

Record action items in meeting minutes Review action items at the beginning of each meeting Post a “team task list” in the common area Refer to the team map with critical milestones Display the project’s metrics Report out progress orally or written. (Agree on format!)

Agree on Process to Follow When Deadlines Slip

Ask for help Reprioritize Sponsor involvement Consultant help!

Celebrate Success Along the Way! Confirm Commitment to Plan


Agenda: Focus Groups3 Welcome Thank you for coming! Explain Purpose, Objectives and what will be done with the responses Show example of what you will be discussing Participant introductions Review Agenda and Brainstorming Ground Rules Temperature Gauge

Quick show of hands on a scale with regard to how valuable the product is Brainstorm

What are the specific things about the (product) are going well and should be definitely carried on into the future?

If you could change one thing about (product name), what would it be? A satisfying (product name) is one that is… A satisfying (product name) is one that results in… A satisfying (product name) is one that does not result in…

Prioritize the brainstormed list For each top priority, ask the group:

What does (attribute name) mean to you? What do we need to do to the product to make it (attribute name)? A satisfying (product name) is one that results in….

Brainstorm

What are the major barriers to accomplishment? Small Group Activity

Select a barrier and develop a proposal on how best to overcome the barrier Report out proposal

Summarize and Next Steps

Last thoughts or comments? Thank you!

3 Adapted from Ken Miller’s The Change Agent’s Guide to Radical Improvement. See www.changeagents.info and Judith Sharken Simon’s Conducting Successful Focus Groups. See www.wilder.org


Agenda: Project Launch Welcome and Objectives

Review Agenda Establish Ground Rules Team Activity

Project Definition Why It’s Important to the organization Why each member is on the team Review Charter Elements Questions and Answers

Develop the Overall Project Schedule Identify “high level” tasks Map out tasks Agree on critical milestones and timeframes Assign Champions Review the Overall Project Schedule Step back: Are we missing something? Contingency Planning Next steps to flesh out the schedule Establish Ground Rules for Success Prepare Kick-Off Presentation Identify what we need to include Identify how we are going to present it Identify who is going to prepare and/or present each piece Agree on timeframes Summarize Establish Next Meeting Agenda Critique (+/�) Bye!


Recommended Readings Team Skills

Arnold, Kristin, Team Basics: Practical Strategies for Team Success, QPC Press, 2000, ISBN 0-9676313-0-0

Covey, Stephen, The Seven Habits of Highly Effective People, Simon and Schuster, 1989, ISBN 0-671-70863-5

Doyle, Michael, & Straus, David, How to Make Meetings Work, A Jove Book, 1982, ISBN 0-515-09048-4

Katzenbach, Jon, The Wisdom Of Teams, Harvard Business School Press, 1993, ISBN 0-87584-367-0

Kayser, Thomas, Mining Group Gold, Serif Publishing, 1990, ISBN 1-878567-02-0

Parker, Glenn M., ed., The Handbook of Best Practices for Teams, Volume 1. Contributing author Bette Krakau., HRD Press & Irwin Professional Publishing, 1996. Parker, Glenn M., ed., Best Practices for Teams. Contributing author Bette Krakau, HRD Press, 1998. Scholtes, Peter, The Team Handbook, Joiner Associates, 1988, ISBN 0-9622264-0-8

Facilitation Skills

Bacon, Terry R., High Impact Facilitation, International Learning Works, Inc., 1996, ISBN 1-57740-029-1

Bens, Ingrid, Facilitating with Ease!, Jossey-Bass, Inc., 2000, ISBN 0-7879-5194-3

Farrell, John D. and Richard G. Weaver, The Practical Guide to Facilitation: A Self-Study Resource, HRD Press, 2000, ISBN 1-57675-095-7

Hunter, Dale, Anne Baily and Bill Taylor, The Art of Facilitation, Fisher Books, 1995, ISBN 1-55561-101-X

Justice, Tom and David Jamieson, The Complete Guide to Facilitation: Enabling Groups to Succeed, HRD Press, 1998, ISBN 0-87425-432-9


Kaner, Sam. Facilitator’s Guide to Participatory Decision-Making, New Society Publishers, 1996, ISBN 0-86571-347-2

Kiser, A. Glenn, Masterful Facilitation, American Management Association, 1998, ISBN 0-8144-0398-0

Rees, Fran, The Facilitator Excellence Handbook, Jossey-Bass/Pfeiffer, 1998, ISBN 0-7879-3888-2

Roberts, Barry J and Kevin Upton, The Compleat Facilitator, Howick Associates, 1994, ISBN 0-9646972-0-3

Schwarz, Roger M., The Skilled Facilitator, Jossey-Bass Publishers, 1994, ISBN 1-55542-638-7

Schuman, Sandy (ed.), The IAF Handbook of Group Facilitation, Jossey-Bass, 2005, ISBN 0-7879-7160-X Weaver, Richard G & John D. Farrell, Managers as Facilitators, Berrett-Koehler Publishers, Inc., 1997, ISBN 1-57675-016-7

Process Tools

Brassard, Michael, Diane Ritter, The Memory Jogger II, Goal/QPC, 1994, Pocket Guide

Brassard, Michael, The Memory Jogger Plus, GOAL/QPC 1989 ISBN 1-879364-02-6

Lawton, Robin, Customer-Centered Improvement Tools For Teams, International Management Technologies, Inc., 1995, NO ISBN #

Kearny, Lynn, The Facilitators Toolkit, HRD Press, 1995, ISBN 0-87425-268-7

Tague, Nancy, The Quality Toolbox, ASQC Quality Press, 1995, ISBN, 0-87389-314-X

Easel Charting Skills

Brandt, Richard C., Flipcharts: How to Draw Them and How to Use Them, Pfeiffer & Co., 1989, ISBN0-88390-031-9 Burn, Bonnie, Flip Chart Power, Pfeiffer & Co., 1996, ISBN 0-88390-485-3 Graphic Guides, Inc. Fundamentals of Graphic Language Practice Book, Graphic Guides, Inc., 1993. ISBN 1-879502-00-3

facilitation new secret weapon2010 - kristin arnold › pdf › facilitation-new... ·...

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