Using Facilitation Techniques to Deliver Optimal Team Based

Using Facilitation Techniques to Deliver Optimal Team Based Performance Fintek, Proprietary

Top 3 Things about Meetings • No Agenda • Not the right people, Why am I here • Get off Track • And many more! Fintek, Proprietary 2

Complexity of Tasks Impact of Outcome/ Why Facilitation? d e r i u q n o i t a t e R i l ci a F Diversity of Team Fintek, Proprietary 3

Why a Diverse Team? • • • Different Cultures Different Genders Different Perspectives Different Experiences Different Mindset Different Characteristics Different Personalities Different Approaches Different Outcomes Better Outcomes • Difficult Communications • Bias? • Where are they coming from? • What are they thinking? • Why do they act that way? • What makes them tick? • Why in that direction? • Why that conclusion? • Can really get behind this approach! Fintek, Proprietary 4

Ying and the Yang of Team Facilitation Process Content Diversity of Knowledge • Technical/Practical • What (Content) Diversity of Talent • Personality Styles • How (Process) Fintek, Proprietary 5

Facilitation skills/techniques are utilized when meetings become interactive. Facilitation skills/techniques are utilized when you have to collaborate with other team members. It takes good facilitation skills to become a GREAT project manager/team leader and influential team members The facilitator sets the agenda, coaches participants, and guides the pacing to deliver the content, with the best possible process Fintek, Proprietary 6

Facilitative Behaviors • Facilitative behaviors - are actions anyone can take to make meeting run smoothly. • Preventions - facilitative behaviors done before or during the meeting to prevent the meeting from getting off track with respect to either content or process. • Interventions - facilitative behaviors done during the meeting to help people get back on track with respect to either content or process. Fintek, Proprietary 7

Types of Preventions • Agenda • Right Participants • Roles & Responsibilities • Ground Rules • Decision Making Methods • Parking Lot • Contracting (Before and During) • Pluses / Deltas Fintek, Proprietary 8

Preventions (Video/Conference Calls) • Preset Ground Rules • • • Identify yourself when speaking • Pause after questions • Mute Etiquette • Roll Call Introductions as needed (May even email ahead of time) Agenda/Data to all participants in advance of meeting Test Conference Line Be on call 5 minutes prior to start. Have Phone, PDA or Instant Messenger Back up in case of issues. Have Technology resource on stand by if necessary Top-line technology Minimize call in points Multi-Facilitators Fintek, Proprietary 9

Decision Making-Continuum 2/3 rd or majority Consultative Authoritarian Consultative Consensus Fintek, Proprietary 2/3 or Majority Unanimous 10

Role of the Facilitator The Director Know the steps of the process from beginning to end and direct participants through each phase. The Motivator From the opening to closing words, ignite a fire in the group and keep it lit. Establish momentum and keep the pace. The Bridge Builder Where other people see differences, the facilitator must see similarities and use them to establish a method to build bridges to consensus. The Clairvoyant Throughout the session, watch carefully for potential signs of strain, weariness, aggravation, disempowerment – respond in advance to avoid dysfunctional behavior. The Peacemaker While it is better to avoid direct confrontations between participants, should it occur, the facilitator must step in, re-establish order and direct the energy toward constructive resolution. The Taskmaster Responsible to keep the session on track. The Praiser At every opportunity, the facilitator should praise the effort put forth, progress made, and results achieved. Fintek, Proprietary 11

Listen with your eyes! • Nonverbal communication is the single most powerful form of communication. • More than voice or even words, nonverbal communication cues you in to what is on another person’s mind. • Nonverbal communication ranges from facial expression to body language. – Gestures, signs, and use of space are also important in nonverbal communication Fintek, Proprietary 12

Information Gathering Questions Type Purpose Example Direct probe Challenge or Probe Why is that important? How does that address the issue? What causes that? (Open ended) Indirect Probe/Clarify Is the reason you do that. . . ? (closed ended - give the answer) Redirection Get back on track That’s a good point. Can we put that on the issues list? Playback Confirm It sounds like what you are saying is… is that right? Leading Question Encourage other thoughts What other alternatives are there? Is there a way to…? Prompt Question Keep the ideas flowing What else…? We have (X), (Y), (Z), what others are there? Tag Question Get acknowledgement That’s important, isn’t it? Float an Idea Give a possible solution What about…? What are the benefits…? Fintek, Proprietary 13

Preventions • Top 3 Tools – Agenda – Decision Making – Contracting Fintek, Proprietary 14

Types of Interventions • Address the Dysfunctionality • Boomerang • Enforce Ground Rules • Avoid Process Battles • Conduct Perception Checks • Conduct Process Checks • Paraphrase • Refocus • Lasso Fintek, Proprietary 15

Dysfunctional Behavior High • Physically attacking someone • • • Leaving the room in disgust Verbal attack directed at a participant Negative comments about a participant Audible sighs of displeasure Negative physical reaction to the discussion Side conversations Folded arms + (facing a door, window, etc. ) Silence, lack of participation Arriving late, leaving early Low Fintek, Proprietary 16

Levels of Interventions High • Confront – before whole group • Confront – on a break • Talk directly to • Ask – “What do you think? ” • Walk by them, make eye contact • Process Check • Walk halfway • Stand up • Make eye contact Low Fintek, Proprietary 17

Dealing with Dysfunctional Behavior Dysfunction Late Arriver/Early Leaver Suggested Action Remind group of ground rules (start/stop on time) Discuss privately during break The Loudmouth Announce, “let’s hear from some people who have been quiet” At the break, solicit the person’s assistance to get other peoples input The Storyteller Remind group of ground rules “End point first” Stand next to the person Discuss privately during break The Drop-out Remind group of ground rules (everyone speaks) Silent brainstorming Discuss privately during break The Whisperer (side conversations) Remind group of ground rules (one person at a time) Stand next to them Discuss privately during break Fintek, Proprietary 18

Dealing with Dysfunctional Behavior Dysfunction Suggested Action The Workaholic Stand next to the person and make eye contact Discuss privately during break The Nay-sayer Seek buy-in by asking “How can this be made better? ” Say “It appears we have some concerns, what are the issues? ” Discuss privately during break The Verbal Attacker Move between people to cut off discussion Consider taking a break Consider removing the person from the room The Door Slammer Consider taking a break Get the project sponsor to discuss the issue and resolve Spend a few minutes with group debriefing the event before continuing Fintek, Proprietary 19

Feedback • Giving Feedback • Talk to the behavior, not the person • When you. . . I feel. . because • Create and suggest alternatives • Receiving Feedback • Listen reflectively • Remember body language is important • Non verbals are as important as verbals • Seek first to understand And remember Eckesism #1 “Feedback is a gift, some gifts can be returned. ” Fintek, Proprietary 20

Key Takeaways • Know the talent/skills needed • Recognize and Embrace the Diversity of Team Members – Know your cast members! • “When preparation meets opportunity…. . Good things happen!” – Be prepared! • Don’t let the Ripple today be the Tsunami of tomorrow! – Intervene early and often. Fintek, Proprietary 21

Questions? Comments? Fintek, Proprietary 22

Feedback is a gift! Pluses (+ ) Deltas ( ) Fintek, Proprietary 23