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Facilitation Skills
For the person who does not want to play, the cause could be fear of
embarrassment or fear of implicating themselves or others. In either case,
let them know there is no wrong answer. They can say anything that makes
sense to them and if it fits into the Realitychart, it will be incorporated. For
those fearful of being blamed, let them know that the purpose of this
process is to find a solution that prevents recurrence, not to place blame
or punish. Be careful not to give the assurance of no punishment unless
you have that authority. Sometimes managers will usurp the investigator
and your credibility is forever destroyed. This is often a tight balancing
act because in about 1% of the situations, punishment may be the best
solution. Try to identify the possibility of punishment before getting into
the details of problem analysis. If it is possible, do not grant amnesty in
these cases but continue to develop the Realitychart.
The Participant
The participant is eager to learn and understand what happened. This
eagerness is sometimes slow in coming because of painful experiences
in previous group problem solving, but it will come in time. The true
participant is usually quick to pick up on the basic rules of this process
and the importance of causes and evidence. They begin to realize that the
facilitator is more interested in why, and that the who question is never
asked. With a consistently honest approach in asking why, the participants
gain confidence and open up as more causes are understood. When
someone knows the answer to a sincerely asked question, it is hard for
them not to share what they know. It is especially hard if they can see how
much clearer the picture will be when they add their knowledge to the
common reality being created. People fundamentally want to help others,
but they must be assured they will not suffer the pain of embarrassment.
This can be accomplished by letting everyone know there is no such
thing as a right or wrong answer in this process; there are only causes
and evidence.
Facilitation Guidelines: Some Q&A
The following guidelines respond to commonly asked questions.
They are intended to provide a quick reference if you get into trouble
while facilitating or if you want a quick review before starting.
How do I maintain meeting focus
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