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| Introduction: Getting the Most from This Resource | |
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| Overview of Facilitation | |
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| Facilitation in Organizations Today | |
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| Benefits of Facilitation | |
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| Goals of an Effective Facilitation | |
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| Facilitation Applied | |
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| Facilitation and Leadership | |
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| A Vision for the Future | |
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| Role of the Facilitator | |
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| Manager of Group Process | |
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| Responsibilities of a Facilitator | |
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| The Evolving Role of the Facilitator | |
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| Humanizing the Workplace | |
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| Basic Facilitation Skills | |
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| Verbal Techniques: What to Say | |
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| Asking Questions | |
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| Probing | |
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| Paraphrasing | |
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| Redirecting Questions and Comments | |
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| Referencing Back | |
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| Giving Positive Reinforcement | |
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| Including Quieter Members | |
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| Encouraging Divergent Views | |
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| Shifting Perspective | |
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| Summarizing | |
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| Bridging | |
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| Nonverbal Techniques: What to Do | |
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| Active Listening | |
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| Voice | |
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| Eye Contact | |
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| Attentiveness | |
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| Facial Expressions | |
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| Silence | |
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| Body Language | |
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| Position and Movement in the Room | |
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| Distracting Habits | |
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| Enthusiasm | |
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| Dress | |
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| Recording Techniques | |
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| Why Record? | |
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| What to Record | |
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| Using Flip Charts | |
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| Using Someone Else to Record | |
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| Role of the Recorder | |
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| Ownership of the Flip Charts | |
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| Other Uses for Flip Charts | |
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| Organizing and Handling Flip Charts | |
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| The Art of Charting | |
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| Flip-Chart Equipment and Supplies | |
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| Reading the Group | |
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| How to Read the Group | |
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| Group Dynamics | |
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| Facilitating Consensus | |
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| Understanding Consensus | |
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| Problems with Consensus | |
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| The Flow of Consensus | |
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| Facilitator Methods and Tools | |
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| Generating and Organizing Material | |
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| Brainstorming | |
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| Structured Round | |
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| T-Chart | |
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| Affinity Diagram | |
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| Fishbone Diagram | |
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| Timeline | |
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| Flow Chart | |
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| Matrix Diagram | |
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| Ranking and Evaluating Material | |
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| Multi-Voting | |
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| Ranking and Prioritizing | |
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| Nominal Group Technique | |
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| Force-Field Analysis | |
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| Quadrant Diagram | |
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| Decision Matrix | |
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| Facilitating Difficult Situations | |
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| Meetings | |
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| Group Dynamics | |
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| Environment | |
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| Leadership and Management | |
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| Resources | |
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| Facilitating Conflict Resolution | |
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| Definition of Conflict | |
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| Causes of Conflict | |
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| Negative Effects of Conflict | |
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| Positive Aspects of Conflict | |
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| How People Manage Conflict | |
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| Facilitator's Role in Conflict Resolution | |
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| How to Facilitate Conflict Resolution | |
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| Teaching Others to Use Positive Conflict Resolution Skills | |
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| A Process for Resolving Conflict | |
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| Resources | |
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| Designing Effective Facilitations | |
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| How to Design a Facilitation | |
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| Ten Steps for Designing a Facilitation | |
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| Collaborating with the Client | |
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| Completing the Design | |
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| Designing On-the-Spot | |
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| Designing as a Creative Process | |
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| Organizing and Enhancing Group Work | |
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| Optimum Group Size | |
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| Working with Large Groups | |
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| Round-Robin Technique | |
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| Dividing the Group | |
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| Individual Work | |
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| Adding Variety to Group Work | |
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| Icebreakers | |
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| Opening and Closing Activities | |
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| General Guidelines | |
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| Opening a Group's First Meeting | |
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| Opening a Group's Subsequent Meetings | |
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| Closing a Group's Ongoing Meetings | |
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| Closing a Group's Last Meeting | |
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| The Facilitator in Action | |
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| Levels of Facilitator Competency | |
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| Facilitator Competency Matrix | |
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| Facilitating Meetings | |
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| Facilitator's Role During the Meeting | |
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| Electronic Meetings | |
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| Facilitating Teams | |
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| Role Clarification | |
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| Team Boundaries | |
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| Developing Facilitation Skills in Teams | |
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| Internal Versus External Team Facilitator | |
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| Providing a Team Road Map | |
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| Celebrating Team Milestones | |
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| Diversity and the Team Facilitator | |
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| Resolving Team Conflict | |
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| Evaluating Team Performance | |
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| Facilitating Virtual Teams | |
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| What Is a Virtual Team? | |
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| Facilitation in Virtual Teams | |
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| Strategies for Facilitators | |
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| Facilitating Across Distance | |
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| Involving Team Members in Creating Successful Processes | |
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| Improving Distance Facilitation Skills | |
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| Summary | |
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| Facilitating Organization-Wide Projects | |
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| The Consulting Role | |
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| Skills Required | |
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| Intervention Defined | |
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| Types of Clients | |
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| Steps in Working with Clients | |
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| Facilitator Excellence | |
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| Managing Yourself | |
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| Ego, Power, and the Facilitator | |
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| Being Centered and Authentic | |
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| Improving Performance as a Facilitator | |
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| Avoiding Burnout | |
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| The Art of Facilitating | |
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| Excellence Versus Perfection | |
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| The Natural Flow | |
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| Love the Questions | |
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| What Makes a Great Facilitator? | |
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| Finding Your Core Purpose | |
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| Summary | |
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| Resources for Facilitators | |
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| Index | |
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| About the Author | |