Broaden their repertoire of tools to make impromptu de
Table of Contents
Introduction xi
1 – Advanced Strategies Overview 1
Your Personal Philosophy of Facilitation 3
The Three Levels of Competence 5
Where Are You Now?—Self-Assessment 7
The Power of Your Presence 13
Personal Projection Assessment 14
What is O.D.? 16
Working as a Consultant 17
Two Forms of Consulting 18
Expanding Your Power Base 19
Gaining the Authority to Facilitate 22
Losing the Facilitator Role 23
Maintaining and Regaining the Role 25
The Two Types of Interventions 27
Deepening Your Process Responses 28
Managing the Role of Leaders 31
When the Boss is in the Room 32
Enhancing Your Questioning Skills 34
Asking Complex, High Quality Questions 36
Advanced Facilitation in Action 38
Advanced Skills Observation Sheet 39
Debriefing Your Experience 40
The Five Rules of Facilitation 41
2 – The Complexities of Decision Making 45
Shifting Group Focus from “What” to “How” 47
Decision Dilemma #1 – Lack of Clarity About Whether the Group 48
Is Making Decisions
Decision Dilemma #2 – Lack of Clarity About Empowerment 53
Decision Dilemma #3 – Confusion About Which Decision-Making Method to Use 55
Decision Dilemma #4 – Use of Positional Processes 57
Decision Dilemma #5 – The Presence of Group Think 59
Decision Dilemma #6 – Lack of Techniques to Overcome Blocks to Agreement 61
Decision Dilemmas Summary Chart 63
More on Decision-Making Options 64
More on Compromise 64
Overcoming Problems with Compromise 65
More on Majority Voting 66
Overcoming Problems with Majority Voting 66
More on Multivoting 67
Overcoming Problems with Multivoting 68
More on Consensus Building 69
Comparing Consensus and Consensus Building 70
Overview of the Consensus-Building Process 71
Overcoming Problems with Consensus Building 72
Tools Overview 73
The Decision-Making Roadmap 74
Decision-Making Checklist 75
Decision Effectiveness Exit Survey Elements 76
Decision Effectiveness Survey 77
3 – Conflict Management Strategies 79
Operating Under Mistaken Assumptions 81
The Importance of Making Interventions 84
Knowing When to Intervene 85
Nine Ways to Intervene 86
The Art of Positive Confrontation 90
Monitor Your Self-Talk 92
When Nothing Works! 93
Conflict Senerios:
1. Role Confusion – What’s a facilitator? 94
2. The Personal Attack – Who are you anyway? 96
3. Lack of Authority – You can’t facilitate me! 98
4. Unclear Meeting Goal – What’s this about? 100
5. Agenda Overload – We’re going to discuss all that!?! 102
6. Mistaken Assumptions – Who told you that? 104
7. Hidden Agendas – Wish we were talking about the real issues. 106
8. Resistance and Lack of Buy-in – What’s in it for me? 108
9. Resistance to Process – Don’t fence us in! 110
10. Lack of Norms – We don’t need rules! 112
11. Ignoring Group Norms – Oh those rules! 114
12. The Over-Participant – And furthermore 116
13. The Under-Participant – I have nothing to add! 118
14. The Positional Debate – I’m right; you’re wrong! 120
15. The Joker – Aren’t I Funny! 122
16. Side-Chatters – Psst, Psst, Psst 124
17. Side-Trackers – On another note 126
18. Blocking – I simply won’t support this decision. 128
19. Unresolved Conflicts – This goes way back! 130
20. Cynicism – Why bother! 132
21. Sarcasm – This is typical of you! 134
22. Stuck – Are we still talking about that? 136
23. Conflict Erupts – Let me tell you how I really feel! 138
24. A Member Storms Out – I’m not listening to this! 140
25. Unwilling to Take Responsibility – I’m not doing it! 142
26. Losing Authority – Have I lost you? 144
27. Blocked Consensus – Why can’t we agree? 146
28. Lack of Closure – Let’s finish this later. 148
29. Lack of Feedback – Let’s talk later! 150
30. Lack of Follow-Through – Nothing ever happens! 152
4 – Consulting Strategies for Facilitators 155
Step 1 – Assessment 158
Question Development 160
Sample Assessment Questions 161
Checklist for Conducting Effective Interviews 163
Identifying the Client 164
Data Analysis Worksheet 165
Step 2 – Design 166
Session Design Worksheet 168
Session Design Components 170
Session Design Template 172
Design Checklist 173
Step 3 – Contracting 174
Proposing a Process Design 176
Dealing with Resistance 178
Characteristics of a Strong Contract 179
Sample Letter of Agreement 180
Step 4 – Implementation 182
Starting a Facilitation 184
During a Facilitation 184
Ending a Facilitation 185
Planning for Action 186
Troubleshooting the Action Plans 187
Step 5 – Follow-up 188
Monitoring and Evaluating Results 190
Reporting on Progress 191
Meeting Evaluation Form 192
5 – Essential Processes for Facilitators 193
Strategic Planning 195
Change Management 198
Project Management 201
Benchmarking 204
Priority Setting 207
Large Group Problem Solving 210
Process Improvement 214
Survey Feedback 217
Win/Win Negotiation 220
Customer Service Improvement 224
Team Launch 227
New Leader Integration 230
Conflict Mediation 233
Coaching 237
References 241
About the Author 245
How to Use the Accompanying CD-ROM 247
