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Facilitating Multi-Dimensional

ListeningHelping Groups Identify Common Ground

while Acknowledging Differences

Introduction

Suzanne FlintLibrary Programs ConsultantCalifornia State Library

TheChangingRoleofLibraries

Librariesareservingascommunityhubs• Librariansoftenaskedtoassumeroleoffacilitator• Mostare“learningbydoing”

Highlevelofinterestinfacilitationtraining• Fall2017survey;228librariansinCaliforniaresponded• Mixofexperiencedandbeginners

Todayisfirstoftwowebinarsformoreexperiencedfacilitators• Stilldevelopingplansforintroductoryleveltraining

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LeadPresenter

Susan Stuart ClarkFounder & Director of Common Knowledge Group (www.ckgroup.org)

• Trainer and consultant on community engagement initiatives; most projects involve libraries and/or local government • Research Deputy with Kettering Foundation• Board member National Coalition for Dialogue and Deliberation

(nccd.org)• Recently designed and conducted Libraries Lead the Way

community engagement and facilitation skills program

PollQuestions

•Question#1Doyouplantoapplytheseskillsfor:

a) internalconversations

b) externalconversations

c) both?

•Question#2Howwouldyourateyourleveloffacilitationexperience?

•5=veryexperienced

•1=completebeginner

Commonsituationsforbasicfacilitation

• Lead agroupdiscussionaboutabookorlibraryprogram• Facilitateadiscussionwithteensorchildren• Leadaregularstaffmeeting• Conductanorientationorsimpletraining

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UsingMulti-DimensionalListening:Facilitationthathelpsagroupcometosharedunderstandingaboutasituation

FacilitatingDialogue,notDebate

FeaturedLibrarians

Carolyn Brooks, El Dorado County Library• LibraryServicesManagerandSchool/CommunityOutreachLiaison• Touchpoints CommunityLevelTrainer

• Community HubsOperationalManager

Danis Kreimeier, Napa County Library• DirectorofLibraryServicesandCommunityOutreach• BoardMember:NEWS(NapaEmergencyWomen’sShelter),NapaWomen’sClub

• PastPresidentofCLA&formerPLABoardmember

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GoalforToday

Helpgroups“listentogether” todevelopsharedunderstanding:• Wheretheyagree• Wheretheydon’t

From “ME”to “WE”

Agenda:FacilitatingMulti-DimensionalListening

LibrariansandListening:Startingpoints

DefiningMulti-DimensionalListening

StoriesaboutListening:KeyPractices

QuestionandAnswer

I

II

III

IV

Librarians&Listening:StartingPoints

I

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LibrarianServiceversusFacilitation

Same•Welcoming

•Open/neutral

•Novaluejudgments

• Jointlymakingsense

LibrarianServiceversusFacilitation

Different•Notjustone-on-one

• Supportingawholegroup

•Notbeingtheexpert

•Maynothaveclearanswers

Same•Welcoming

•Open/neutral

•Novaluejudgments

• Jointlymakingsense

A“conscious”listeneris:•Neutralandnon-judgmental•Curiousandengagedthroughout•Listeningtothewholeperson•Using“friendlyfocus”

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RoleoftheFacilitator

•Whenyouareaninstructor,thegroupislearningbylisteningtoyou•Whenyouareafacilitator,thegroupislearningbylisteningtoeachother

Beginningfacilitation

Facilitatoras“chieflistener”;atthecenterofthegroup

Moreadvancedfacilitation

Facilitatorhelpseveryoneintheroomlistentoeachother

Commonmisperception:Facilitators“smooththingsover”

• Therootword“facile”isoftentranslatedas“makeeasy”• Yet,yourroleistohelpagroupdoitswork,whichmaynotbeeasy• Effectivefacilitationputspeople“atease”whentheyarebeingaskedtostretchtheirperspectives

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DefiningMulti-DimensionalListening

II

Three“Channels”ofListening

•ListeningtoYourself•ListeningOne-on-One•ListeningTogetherasaGroup•Makingsenseofthewholesituationtogether

Keypractice: PersonalPreparation

• Knowthyself!• Chooseapreparationapproachthatletsyoubereadytostaypresenttowhatishappening.

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Keypractice: Helppreparethegrouptolisten

• Establishcommitmenttodialogue(versusdebate)• Groupguidelinesthatshareresponsibilityforlistening• Icebreakerthatsetsuppracticewithconsciouslistening (e.g.,aThink,Pair,Share)

Sampleconversationguidelines

• Treateachotherwithrespect• Listentolearn•Helpmakesureeveryonehasachancetoshare•Assumegoodintentions• Yourquestionsarevaluable

Listening Stories:KeyPractices

III

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CommonSituation#1

• Ina staffplanningmeeting,thegroupcametosomeagreements.Butinthefollowup,itturnsoutthattheconsensuswasmorefragilethanitseemed.

Whathappened?Importantissuesofconcerndidnotgetsurfaced.

CommonSituation#2

• Inacommunitymeeting,peoplesharedtheirpointsofviewwithoutdiscovering anypointsofagreement.They“wereheard”butstillleftfeelingdemoralized.

Whathappened?Theconversationdidnotsurfaceandidentify connectionsorsharedvalues.

Solutions

Interests

Values

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NapaCommunityConversation

Key Practice:Adjustingyourfocus

Scaleinbroadstatements:• “Canyougivemeanexampleorsituationyou’rethinkingof?”

Expandoverlyspecificideas:• “Whataboutthatideaisimportanttoyou?”

NapaStory#2

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Key Practice: Lettingothersmaketheirownmeaning

• Lettingdifferentperspectives“sinkin”• Trustingtheparticipantstoconnectdots

The“Arc”ofaConversation

Key Practice:Question“arc” forgrouplistening

•Gettingparticipationgoing:“Doesanyonehaveasimilarordifferentexperiencetowhatwasjustshared?•Mid-way– balancing:“Istheresomeonewhohasadifferentexperienceorperspectiveonwhatwe'rediscussing?”

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Keypractice:Question“arc” forgrouplistening

• Beginningtolistenforcommonground:“Whatconnectionsareyouhearingbetweenwhat’sbeingsaid?”• Testingforcommonground:“Whatarewehearingthatyouseemtoagreeon?Whatneedsmorediscussion?”

LibrariesFacilitatingUnityinCommunity

Question&Answer

IV

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ThankYouandNextWebinar

Thankyoufor joiningustodayandforfillingoutthefeedbacksurvey.

March7,12noonwebinar:FacilitatingConstructiveContributions:DealingwithDifficultBehaviors;HelpingPeopleSharefromaBetterPlace