CONTENTS Cover More Praise for Facilitating with Ease! Title Page Copyright Introduction Chapter One: Understanding Facilitation What Is Facilitation? What Does a Facilitator Do? What Do Facilitators Believe? What Are Typical Facilitator Assignments? Differentiating Between Process and Content Facilitation Tools Core Practices Overview What Does Neutral Mean? Learn to Say “Okay” When to Say “We” How Assertive Can a Facilitator Be? The Language of Facilitation Conversation Structures Starting a Facilitation During a Facilitation Ending a Facilitation Effective Note Taking The Rules of Wording Managing the Flip Chart Facilitator Behaviors and Strategies Core Practices Observation Sheet Process Flow Observation Sheet Facilitation Skill Levels Facilitation Skills Self-Assessment Chapter Two: Effective Questioning The Principles of Effective Questioning Question Types Questioning Formats The Importance of Follow-On Questions Asking Sensitive Questions The Question Bank Chapter Three: Facilitation Stages Assessment and Design Feedback and Refinement Final Preparation Starting a Facilitation During a Facilitation Ending a Facilitation Following Up on a Facilitation Seeking Feedback on Your Facilitation Chapter Four: Who Can Facilitate When to Use an Internal Facilitator When to Use an External Facilitator When Leaders Facilitate Facilitation Strategies for Leaders Best and Worst Facilitation Practices for Leaders Facilitation As a Leadership Style Additional Role Challenges Chapter Five: Knowing Your Participants Conducting an Assessment Group Assessment Survey Comparing Groups to Teams Understanding Team Stages Forming—The Honeymoon Stage Storming—The Potential Death of the Team Norming—The Turning Point Performing—The Ultimate Team Growth Stage Adjourning—The Final Stage Facilitation Strategies Chart Team Effectiveness Survey Chapter Six: Creating Participation Creating the Conditions for Full Participation Removing the Blocks to Participation High-Participation Techniques Group Participation Survey Encouraging Effective Meeting Behaviors Group Behaviors Handout Observing Group Behaviors in Action Peer Review Instructions Peer Review Worksheet Chapter Seven: Effective Decision Making Know the Four Types of Conversations The Four Levels of Empowerment Clarifying the Four Empowerment Levels Shifting Decision-Making Paradigms The Decision-Making Options Decision Options Chart The Divergence/Convergence Model The Importance of Building Consensus Effective Decision-Making Behaviors Symptoms, Causes, and Cures of Poor Decisions Decision Effectiveness Survey Chapter Eight: Facilitating Conflict Comparing Arguments and Debates Steps in Managing Conflict The Five Conflict Options: Pros and Cons Conflict Management Norms Giving and Receiving Feedback Making Interventions Wording an Intervention Dealing with Resistance The Right Approach Common Conflict Dilemmas The Facilitative Conflict Management Process Interpersonal Conflict Worksheet Group Conflict Checklist Conflict Observation Sheet Conflict Effectiveness Survey Chapter Nine: Meeting Management Meetings That Work Our Meetings Are Terrible! The Fundamentals of Meeting Management Sample Agenda with Process Notes Sample Process Check Survey Sample Exit Survey Meeting Effectiveness Survey Facilitating Virtual Meetings Chapter Ten: Process Tools for Facilitators Visioning Sequential Questioning S.W.O.T S.O.A.R Facilitative Listening Appreciative Review Brainstorming Written Brainstorming Affinity Diagrams Gap Analysis Needs and Offers Dialogue Force-Field Analysis Root-Cause Analysis The Five Whys Gallery Walk Multi-Voting Decision Grids Exit Surveys Survey Feedback Systematic Problem Solving Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Systematic Problem Solving Worksheet Troubleshooting Troubleshooting Worksheet Chapter Eleven: Structured Conversations Structured Conversation 1—Discovery Structured Conversation 2—Environmental Scanning Structured Conversation 3—Team Launch Structured Conversation 4—Vision and Mission Structured Conversation 5—Work Planning, Roles, and Responsibilities Structured Conversation 6—Risk Assessment Structured Conversation 7—Stakeholder Analysis Structured Conversation 8—Communication Planning Structured Conversation 9—Status Update Meeting Structured Conversation 10—Creative Thinking Structured Conversation 11—Midpoint Check Structured Conversation 12—Systematic Problem Solving Structured Conversation 13—Constructive Controversy Structured Conversation 14—Survey Feedback Structured Conversation 15—Interpersonal Issue Resolution Structured Conversation 16—Overcoming Resistance Structured Conversation 17—Project Retrospective Structured Conversation 18—Project Adjournment About the Author Acknowledgments Facilitation Certification Bibliography End User License Agreement MORE PRAISE FOR FACILITATING WITH EASE! If you're only going to buy one book on facilitation, this is the one to buy! That's what we tell the managers, consultants, and facilitators who attend our facilitation training programs It's a gold mine of ideas, resources, and practical tools —Ronnie McEwan, Director, Kinharvie Institute, Glasgow, Scotland I have rarely run into a better collection of pragmatic tips, tools, and techniques If you work with people to accomplish something important, save yourself a lifetime of trial and error: read this book, put its message to use, and start seeing where real collaboration can lead your organization —Adriano Pianesi, ParticipAction Consulting, Inc., Washington, D.C Ingrid Bens's masterful book Facilitation with Ease! is a must-have for any facilitator regardless of experience I use it extensively to review processes, tools, and techniques before any engagement —George F Smith, CPF, Summit Consultants, Atlanta, Georgia Facilitating With Ease! provides clear and effective guidelines for group facilitation In China we are using this book to help organizations develop facilitative leaders who can successfully invoke the spirit of cooperation and team synergy —Ren Wei, Professional Facilitator, X'ian, China Facilitating With Ease! helps beginners as well as experienced facilitators to find their way along different aspects of facilitation Easy to understand, this book provides insight into the principles of facilitation and shows examples of practical applications for concrete situations —Sieglinde Hinger, Siemens Corporation, Austria Facilitating with Ease! is by far the easiest-to-use, most comprehensive, and most well-structured resource guide I have ever seen! No wonder both new and seasoned facilitators find it invaluable A must-have if facilitation is a skill you need in your toolbox —Larry L Looker, Manager, Global Leadership Development, Amway Corporation, USA Facilitating with Ease! is the fundamental read if you want to be an effective facilitator We refer to it all the time and consider it a core competency for our consultants —Ian Madell, Managing Director, LEVEL5 Branded Business Advisors, Toronto, Canada I have been using Ingrid's materials for many years and find her books to be far above everything else out there This latest revision builds on what was already great and will surely increase the effectiveness of any practitioner —Mark Vilbert, Program Leader Boeing leadership Center This book is just excellent! The comprehensive set of practical tools is for everyone engaged in improving how 10 ... 11 Facilitating with Ease! Core Skills for Facilitators, Team Leaders and Members, Managers, Consultants and Trainers Ingrid Bens 4TH Edition 12 Cover image: © poba/iStockphoto Cover design:... Identifiers: LCCN 201702 943 6 (print) | LCCN 2017 040 993 (ebook) | ISBN 978111 943 4283 (pdf) | ISBN 978111 943 4276 (epub) | ISBN 978111 943 4252 (pbk) : alk paper) Subjects: LCSH: Teams in the workplace... tools is for everyone engaged in improving how 10 groups work Helps you to just it! —Ewa Malia, CPF, Polish Insitutute of Facilitation, Warsaw 11 Facilitating with Ease! Core Skills for Facilitators,