Facilitating with ease core skills for facilitators, team leaders and members, managers, consultants, and trainers 4 edition

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 ACKNOWLEDGMENTS The development of this and the last three editions would not have been possible without the generous input and advice of a very diverse group of people who practice as facilitators in several countries This group includes Ronnie McEwan, Mark Vilbert, Sieglinde Hinger, Adriano Pianesi, Sandy Benz, Stephanie Carol, Ian Maddell, Georgie Bishop, Claudette Edison, Kristen Nichols, Terri Groening, Jennifer Walker, and Krister Forsberg I wish to also mention those who provided their wisdom and insight to the very first edition of this book, including Marilyn Laiken, Michael Goldman, Jan Means, Charles Bens, Bev Davids, Carl Aspler, Chris Boyd, and Charlotte de Heinrich 330 FACILITATION CERTIFICATION Certifying the members of your team has never been easier Now you can determine the facilitation skill level of your staff with the Facilitation Skills Inventory (FSI) The FSI is based on actual observation and creates detailed and specific feedback for improving performance For more information about the FSI, please visit www.wiley.com/go/facilitationskills 331 BIBLIOGRAPHY 332 Chapter Argyris, C (1970) Intervention Theory and Method Addison-Wesley Reading, MA Beckhard, R (1969) Organization Development: Strategies and Models Addison-Wesley Reading, MA Bennis, W G (1966) Changing Organizations McGraw-Hill New York, NY Block, P (1987) The Empowered Manager Jossey-Bass San Francisco, CA Block, P (1999) Flawless Consulting (2nd ed.) Pfeiffer San Francisco, CA French, W L., & Bell, C H., Jr (1978) Organization Development Prentice Hall Englewood Cliffs, N.J Hargrove, R (1995) Masterful Coaching Pfeiffer San Francisco, CA Jongewood, D., & James, M (1973) Winning with People Addison-Wesley Reading, MA Kayser, T A (1990) Mining Group Gold Serif Publishing Segundo, Calif Lewin, K., & Hanson, P (1976) Giving Feedback: An Interpersonal Skill In W G Bennis and others (Eds.), The Planning of Change (3rd ed.) Holt Rinehart & Winston New York, NY Lippitt, G L (1969) Organization Renewal Appleton, Century, Crofts New York, NY McKroskey, J C., Larson, C E., & Knapp, M L (1971) An Introduction to Interpersonal Communication Prentice Hall Englewood Cliffs, NJ Nadler, D.A (1977) Feedback and Organization Development Addison-Wesley Reading, MA Schein, E H (1969) Process Consultation: Its Role in Organization Development Addison-Wesley Reading, MA Schein, E H (1987) Process Consultation: Lessons for Managers and Consultants Addison-Wesley Reading, MA Schein, E H., & Bennis, W G (1965) Personal and Organization Change Through Group Methods: The Laboratory Approach John Wiley & Sons New York, NY 333 Chapter Fairhurst, G & Sarr, R (1996) The Art of Framing Jossey-Bass San Francisco, CA Harrison, R (1970) “Choosing the Depth of Organization Intervention.” The Journal of Applied Behavioral Science of 6, (2), 181–202 Higgins, A C & Ashworth, S D (1996) Organizational Surveys: Tools for Assessment and Change JosseyBass San Francisco, CA Hogan, C (2003) Practical Facilitation Kogan-Page Sterling, VA Hunter, D (2007) The Art of Facilitation Jossey-Bass San Francisco, CA Schwarz, R (1994) The Skilled Facilitator Jossey-Bass San Francisco, CA Stanfield, R B., ed (2000) The Art of Focused Conversation ICA Canada Toronto, Canada Strachen, D (2001) Questions That Work Ottawa, Canada: ST Pres Weisbord, M R (1991) Organizational Diagnosis: A Workbook of Theory and Practice Jossey-Bass San Francisco, CA 334 Chapter Argyris, C (1970) Intervention Theory and Method Addison-Wesley Reading, MA Beckhard, R (1969) Organization Development: Strategies and Models Addison-Wesley Reading, MA Blake, R R., & Mouton, J S (1968) Corporate Excellence Through Grid Organization Development Gulf Houston, TX Block, P (1999) Flawless Consulting (2nd ed.) Pfeiffer San Francisco Lewin, K., & Hanson, P (1976) “Giving Feedback: An Interpersonal Skill.” In W G Bennis and others (Eds.), The Planning of Change (3rd ed.) Holt, Rinehart & Winston New York, NY Likert, R (1967) The Human Organization McGraw-Hill New York, NY Lippitt, G., & Lippitt, R (1978) The Consulting Process in Action Pfeiffer San Francisco, CA Margulies, N., & Wallace, J (1973) Organizational Change: Techniques and Applications Scott, Foresman Glenview, Ill Nadler, D A (1977) Feedback and Organization Development Addison-Wesley Reading, MA Reddy, B (1994) Intervention Skills: Process Consultation for Small Groups and Teams Pfeiffer San Francisco, CA Schein, E H (1969) Process Consultation: Its Role in Organization Development Addison-Wesley Reading, MA Schein, E H (1987) Process Consultation: Lessons for Managers and Consultants Addison-Wesley Reading, MA 335 Chapter Anderson, T D (1992) Transforming Leadership Human Resource Development Press Amherst, MA Autry, J A (2001) The Servant Leader Prima Publishing Roseville, CA Bennis, W., & Goldsmith, J (2003) Learning to Lead Perseus Books New York, NY Belasco, J., & Stayer, R (1993) Flight of the Buffalo Warner Books New York, NY Block, P (1990) The Empowered Manager Jossey-Bass San Francisco, CA Burns, J M (1978) Leadership Harper & Row New York, NY Hesselbein, F., Goldsmith, M., & Beckhard, R (Eds.) (1997) The Organization of the Future Jossey-Bass San Francisco, CA Hunsaker, P., & Alessandra, A (1980) The Art of Managing People Prentice-Hall Englewood Cliffs, NJ Katzenbach, J., & Smith, D (1993) The Wisdom of Teams HarperCollins New York, NY Kinlaw, D C (1993) Team-Managed Facilitation Pfeiffer San Francisco, CA Pfeiffer, J W., & Jones, J E (1972) A Handbook of Structured Experiences for Human Relations Training (Vols 1–X) Pfeiffer San Francisco, CA Rees, F (1991) How to Lead Work Teams Pfeiffer San Francisco, CA Tagliere, D A (1992) How to Meet, Think, and Work to Consensus Pfeiffer San Francisco, CA Weaver, R G., & Farrell, J D (1997) Managers as Facilitators Berrett-Koehler San Francisco, CA 336 Chapter Argyris, C (1964) Integrating the Individual and the Organization John Wiley & Sons New York, NY Beckhard, R., & Harris, R T (1969) Organizational Transitions: Managing Complex Change AddisonWesley Reading, MA Dyer, W G (1987) Team Building Addison-Wesley Reading, MA Likert, R (1961) New Patterns of Management McGraw-Hill New York, NY McGregor, D (1960) The Human Side of Enterprise McGraw-Hill New York, NY Pfeiffer, J W., & Jones, J E (1972) A Handbook of Structured Experiences for Human Relations Training (Vols I–X) Pfeiffer San Francisco, CA Schein, E H (1969) Process Consultation Addison-Wesley Reading, MA Schutz, W C (1966) The Interpersonal Underworld Science and Behavior Books Palo Alto, CA Tuckman, B W (1965) “Development Sequences in Small Groups.” Psychological Bulletin Weisbord, M M (1991) Productive Workplaces Jossey-Bass San Francisco, CA 337 Chapter Bennis, W G (1966) Changing Organizations McGraw-Hill New York, NY Bennis, W G., and others (1976) The Planning of Change (3rd ed.) Holt, Rinehart & Winston New York, NY French, W L., & Bell, C H., Jr (1978) Organization Development Prentice Hall Englewood Cliffs, NJ Kayser, T A (1990) Mining Group Gold Serif Publishing Segundo, Calif Pfeiffer, J W., & Jones, J E (1972) A Handbook of Structured Experiences for Human Relations Training (Vols I–X) Pfeiffer San Francisco, CA Scannell, E E., & Newstrom, J (1991) Still More Games Trainers Play McGraw-Hill New York, NY Schein, E H (1969) Process Consultation: Its Role in Organization Development Addison-Wesley Reading, MA Schein, E H (1987) Process Consultation: Lessons for Managers and Consultants Addison-Wesley Reading, MA Schein, E H., & Bennis, W G (1965) Personal and Organization Change Through Group Methods: The Laboratory Approach John Wiley & Sons New York, NY Senge, P., and others (1994) Fifth Discipline Fieldbook Doubleday New York, NY Wood, J T., Phillips, G., & Pederson, D J (1986) Group Discussion: A Practical Guide to Participation and Leadership Harper & 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339 Chapter Beckhard, R (1967, March) “The Confrontation Meeting.” Harvard Business Review, 45 Beckhard, R (1969) Organization Development: Strategies and Models Addison-Wesley Reading, MA Blake, R R., Shepard, H., & Mouton, J S (1965) Managing Intergroup Conflict in Industry Gulf Houston, TX Filley, A C (1975) Interpersonal Conflict Resolution Scott, Foresman Glenview, Il Fisher, R., & Ury, W (1983) Getting to Yes Penguin Books New York, NY Kilmann, R H., & Thomas, K W (1978) “Four Perspectives on Conflict Management: An Attributional Framework for Organizing Descriptive and Normative Theory.” Academy of Management Review Kindler, H S (1988) Managing Disagreement Constructively Crisp Publications Los Altos, CA Likert, R., & Likert, J G (1976) New Ways of Managing Conflict McGraw-Hill New York, NY Patterson, K., Grenny, J., McMillan, R., & Switzler, A (2005) Crucial Confrontations McGraw-Hill New York, NY Thomas, K W., & Kilmann, R H (1974) The Thomas-Kilmann Conflict Mode Instrument 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San Francisco, CA Delbecq, A L., & Van de Ven, A H (1971) “A Group Process Model for Problem Identification and Problem Planning.” Journal of Applied Behavioral Science Deming, W E (1986) Out of Crisis MIT Center for Advanced Engineering Study Cambridge, MA Fritz, R (1989) The Path of Least Resistance Ballantine New York, NY Fritz, R (1991) Creating Fawcett Columbine New York, NY Green, T B., & D.F.R (1973) “Management in an Age of Rapid Technological and Social Change.” Southern Management Association Proceedings Houston, TX Ingle, S (1982) Quality Circle Masters Guide Prentice Hall Englewood Cliffs, NJ Ishikawa, K (1990) Introduction to Quality Control 3A Corporation Tokyo Johnson, D W., & Johnson, R T (2005) Teaching Students to Be Peacemakers Interaction Book Company Edina, MN Massarik, F (1990) Advances in Organization Development Ablex Publishing Corporation Orwood, NJ Ohno, T (1988) Toyota Production System: Beyond Large Scale Production Productivity Press Portland, OR Ouchi, W (1981) Theory Z Addison-Wesley Reading, MA Pfeiffer, J W., & Jones, J E (1972) A Handbook of Structured Experiences for Human Relations Training (Vols I–X) Pfeiffer San Francisco Senge, P., and others (1994) Fifth Discipline Fieldbook Doubleday New York Stavros, J., & Hinricks, G (2009) The Thin Book of SOAR: Building Strengths-Based Strategy Thin Book Publishing Co Bend OR 342 Chapter 11 Beckhard, R (1969) Organization Development: Strategies and Models Addison-Wesley Reading, MA French, W L., & Bell, C H., Jr (1978) Organization Development Prentice Hall Englewood Cliffs, NJ Hogan, C (2002) Understanding Facilitation Kogan Page London, UK Patterson, K., Grenny, J., McMillan, R., & Switzler, A (2002) Crucial Conversations New York, NY McGraw-Hill Stanfield, R B ed (2000) The Art of Focused Conversation Toronto, Canada ICA Canada Wilkinson, M (2011) The Executive Guide to Facilitating Strategy Leadership Strategies Publishing Atlanta, GA 343 WILEY END USER LICENSE AGREEMENT Go to www.wiley.com/go/eula to access Wiley's ebook EULA 344 ... 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,