creating order from chaos: facilitating groups and teams

Creating Order from Chaos:Creating Order from Chaos: Facilitating Groups and TeamsFacilitating Groups and Teams

Presenter: Joy Lovejoy, ABC Presenter: Joy Lovejoy, ABC B2BCinciB2BCinci 19 November 201119 November 2011

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FACILITATEFACILITATE

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SITUATIONSSITUATIONS

MeetingsMeetings BrainstormingBrainstorming

Problem-SolvingProblem-Solving Arriving at ConsensusArriving at Consensus

TOOLSTOOLS

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TOYS AND SUPPLIESTOYS AND SUPPLIES

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THE ENVIRONMENTTHE ENVIRONMENT Think about the room you will be in:Think about the room you will be in:

Are there tables? Are there tables? What are the seats like? What are the seats like? What type of collaborative media are in the room? What type of collaborative media are in the room? Will everyone be on the same level or are there Will everyone be on the same level or are there

tiers or balconies?tiers or balconies? Is there room for people to get up and walk Is there room for people to get up and walk

around?around? Can the lighting be adjusted?Can the lighting be adjusted? Is the room comfortable?Is the room comfortable?

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MEETINGSMEETINGS

Why We Schedule ThemWhy We Schedule Them

Why We Hate ThemWhy We Hate Them

Meeting Tool: The AgendaMeeting Tool: The Agenda

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TOOL: HALLMARK MODELTOOL: HALLMARK MODEL

Prepare Agenda Prepare Agenda Distribute to all Attendees along with all meeting materialsDistribute to all Attendees along with all meeting materials

Each agenda item is labeled as either Each agenda item is labeled as either DialogueDialogue, , DeliberationDeliberation, or , or VoteVote Dialogue – open, informal discussion to clarify, illuminate, Dialogue – open, informal discussion to clarify, illuminate,

fact findfact find Deliberation – formal talk immedialy prior to vote; time for Deliberation – formal talk immedialy prior to vote; time for

persuasive reasoning, consideration of the issuepersuasive reasoning, consideration of the issue Vote – simple majority?, bylaws?Vote – simple majority?, bylaws?

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TOOL: HALLMARK MODELTOOL: HALLMARK MODEL Norms – Acceptable, Expected BehaviorNorms – Acceptable, Expected Behavior

For Groups – at first meeting, decide on normsFor Groups – at first meeting, decide on norms

Hallmark NormsHallmark Norms

IABC Norms -- customizedIABC Norms -- customized

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TOOL: HALLMARK MODELTOOL: HALLMARK MODEL

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BRAINSTORMINGBRAINSTORMING

When to BrainstormWhen to Brainstorm

How We BrainstormHow We Brainstorm

Brainstorming Tool: Pass Your SheetBrainstorming Tool: Pass Your Sheet

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TOOL: PASS YOUR SHEETTOOL: PASS YOUR SHEET

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TOOL: PASS YOUR SHEETTOOL: PASS YOUR SHEET Issue:Issue:

Congratulations – you’ve just won $83 million in the State Congratulations – you’ve just won $83 million in the State Lottery!!!Lottery!!!

You, your spouse, and three children (a girl – age 17, a boy You, your spouse, and three children (a girl – age 17, a boy – age 13, and another girl – age 6), are going to build a new – age 13, and another girl – age 6), are going to build a new house next year.house next year.

What should go in the new house? Remember What should go in the new house? Remember – anything and everything is possible.– anything and everything is possible.

Jot down as many thoughts as possible in the Jot down as many thoughts as possible in the next couple of minutes – you should have at next couple of minutes – you should have at least 5 thoughts.least 5 thoughts.

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Meanwhile, theMeanwhile, the facilitatorfacilitator should: should: Count the number of people. Count the number of people. If more than 10 people you will need to subdivide If more than 10 people you will need to subdivide

the group into smaller groups of 5-8 people. the group into smaller groups of 5-8 people. Subdivide the group BEFORE proceeding to the Subdivide the group BEFORE proceeding to the

next step.next step.

Once people have jotted down ideas, you can Once people have jotted down ideas, you can give them instructions on the next 2 slides.give them instructions on the next 2 slides.

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TOOL: PASS YOUR SHEETTOOL: PASS YOUR SHEET Put one of your ideas at the top of your sheet Put one of your ideas at the top of your sheet

of paper.of paper. Pass your sheet of paper to the person on your Pass your sheet of paper to the person on your

right.right. Put another of your ideas on the sheet of paper Put another of your ideas on the sheet of paper

just passed to you … then pass the sheet to the just passed to you … then pass the sheet to the person on the right.person on the right.

Remember to read all the ideas on each sheet – Remember to read all the ideas on each sheet – it may spark another idea in you! Jot it down it may spark another idea in you! Jot it down to add on the next sheet you get.to add on the next sheet you get.

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Continue this routine until every person has Continue this routine until every person has listed listed EVERYEVERY one of his or her one of his or her IDEASIDEAS

If you have completely run out of ideas, just If you have completely run out of ideas, just pass the paper to the person on your rightpass the paper to the person on your right

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TOOL: PASS YOUR SHEETTOOL: PASS YOUR SHEET If there are several subgroups, exchange one If there are several subgroups, exchange one

group’s sheets with another group.group’s sheets with another group.

Repeat the exercise, but this time people will Repeat the exercise, but this time people will list an idea IF the idea is NOT already on that list an idea IF the idea is NOT already on that sheet AND the idea was not used in an earlier sheet AND the idea was not used in an earlier round.round. Someone who has run out of ideas should “pass” Someone who has run out of ideas should “pass”

on the remaining sheets until everyone in the on the remaining sheets until everyone in the second group has exhausted their ideas. second group has exhausted their ideas.

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What happens to the sheets?What happens to the sheets? Post for everyone to read at the eventPost for everyone to read at the event Compile all ideas to eliminate duplicates and send Compile all ideas to eliminate duplicates and send

to all participants and to person who first requested to all participants and to person who first requested the information ORthe information OR

Compile all ideas to eliminate duplicates. Group Compile all ideas to eliminate duplicates. Group similar ideas into “buckets” for use in a decision-similar ideas into “buckets” for use in a decision-making exercise.making exercise.

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PROBLEM-SOLVINGPROBLEM-SOLVING

When to use group problem-solving methodsWhen to use group problem-solving methods

Why use group problem-solving methodsWhy use group problem-solving methods

Group Problem-Solving Tool: “Zurich” Group Problem-Solving Tool: “Zurich” ModelModel

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL This model is critical thinking intensiveThis model is critical thinking intensive

Model is best used in larger groups – Model is best used in larger groups – anywhere from 40 people up to 500 peopleanywhere from 40 people up to 500 people

Event involves 3-5 sessions for each Event involves 3-5 sessions for each participantparticipant

Allow enough time for discussion Allow enough time for discussion

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL Materials Needed:Materials Needed:

Round tablesRound tables LongLong sheets of paper – criss-crossed on table sheets of paper – criss-crossed on table Writing implementsWriting implements Plastic Bag of “Toys”Plastic Bag of “Toys” Multiple copies of questions in large type to be Multiple copies of questions in large type to be

posted on walls (with “blue” tape) ORposted on walls (with “blue” tape) OR Multiple Flip Charts with Multiple Flip Charts with each questioneach question on a on a

different sheetdifferent sheet of the chart of the chart

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL

Cross-Section of Participants Drawn from:Cross-Section of Participants Drawn from:

All divisions, BU, locations, cities, chaptersAll divisions, BU, locations, cities, chapters All levels from senior leadership through entry-All levels from senior leadership through entry-

level level Across all job descriptions or interestsAcross all job descriptions or interests

Each table should have 6-8 peopleEach table should have 6-8 people

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL One person at each table acts as Scribe/ReporterOne person at each table acts as Scribe/Reporter

Posts current question on wall/flip chart for viewingPosts current question on wall/flip chart for viewing Writes session number and question at top of paper on Writes session number and question at top of paper on

table.table. Should be able to capture comments, ideas, questions and Should be able to capture comments, ideas, questions and

write them down on long paper on tablewrite them down on long paper on table Should be able to summarize work of the groupShould be able to summarize work of the group Should be able to act as “assistant facilitator” if discussion Should be able to act as “assistant facilitator” if discussion

starts to falter or stallstarts to falter or stall Remains at same table for ALL sessions.Remains at same table for ALL sessions. Collects all “Toys” on the table at end of event and puts in Collects all “Toys” on the table at end of event and puts in

plastic bag.plastic bag. Gives all paper sections with session number, question and Gives all paper sections with session number, question and

comments AND the plastic bag of toys to designated comments AND the plastic bag of toys to designated person after the event ends.person after the event ends.

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Each group has the responsibility to:Each group has the responsibility to: DiscussDiscuss Ask questionsAsk questions ClarifyClarify Consider all possibilitiesConsider all possibilities Challenge respectfullyChallenge respectfully AnalyzeAnalyze ResolveResolve

NORMS

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL Prior to Session:Prior to Session:

Depending on problem, Depending on problem, facilitatorfacilitator should prepare should prepare 3-5 questions 3-5 questions

Consult with managers/team in preparing questionsConsult with managers/team in preparing questions

Aim for consensus on questions to be usedAim for consensus on questions to be used

ImportantImportant – questions must be presented in – questions must be presented in progressive disclosure formatprogressive disclosure format

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Possible Questions:Possible Questions: How is problem manifested in the organization?How is problem manifested in the organization? How did we get in this situation?How did we get in this situation? What is at the heart/root cause of the problem?What is at the heart/root cause of the problem? How does this affect the organization in the short-How does this affect the organization in the short-

run? …. In the long-run?run? …. In the long-run? What will the organization look like when problem What will the organization look like when problem

is resolved?is resolved? What will it take to resolve the problem?What will it take to resolve the problem?

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At Start of EventAt Start of Event

Facilitator: Welcomes participantsWelcomes participants

Explains how today’s efforts fit into big picture Explains how today’s efforts fit into big picture

Briefly describes the problemBriefly describes the problem

Explains NormsExplains Norms

Explains role of Scribes/Reporters (if not pre-selected)Explains role of Scribes/Reporters (if not pre-selected)

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At Start of EventAt Start of Event

Facilitator Explains Process Explains Process

We have X number of questions to explore today in X We have X number of questions to explore today in X number of sessions. Each session will last X minutes.number of sessions. Each session will last X minutes.

Each session will explore one question.Each session will explore one question.

We will have a X minute break between the sessions.We will have a X minute break between the sessions.

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At Start of SessionAt Start of Session

Facilitator Continues Explaining Process Continues Explaining Process

For EACH session, you should take a seat at a different For EACH session, you should take a seat at a different table than where you have been for earlier sessions.table than where you have been for earlier sessions.

Each of you should try NOT to sit with people that were Each of you should try NOT to sit with people that were in earlier sessions with you. You should see NEW in earlier sessions with you. You should see NEW FACES at the table for each session.FACES at the table for each session.

At each table, make use of the “toys” to stimulate your At each table, make use of the “toys” to stimulate your thinking – Feel free to draw, write, doodle on the paperthinking – Feel free to draw, write, doodle on the paper

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At Start of EventAt Start of Event Facilitator Continues Explaining Process Continues Explaining Process

At the start of the second session, and for each At the start of the second session, and for each session after that, your table’s Scribe will report and session after that, your table’s Scribe will report and summarize the discussion of previous groups on the summarize the discussion of previous groups on the previous questions. previous questions.

Use this information as you talk about the question Use this information as you talk about the question for the current session.for the current session.

Remember, the current question is posted around Remember, the current question is posted around the room.the room.

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At Start of 1At Start of 1stst Session Session

Facilitator says: We will start Session 1 now. This session will last X minutes.

Halfway through 1Halfway through 1stst Session Session Facilitator announces remaining time in session

Near end of 1Near end of 1stst Session Session Facilitator gives a 5 minute warning to wrap up At 5 minute warning for end of session, Scribe should summarize

notes from the session At End of 1At End of 1stst Session Session

Facilitator says: This is the end of Session 1. We will take a X-minute break Session 2 will start promptly in X-minutes. Remember to move to a different table with new faces for Session 2.

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At Start of 2nd Session (and subsequent sessions)At Start of 2nd Session (and subsequent sessions)

Facilitator says: We will start Session X now. This session will last X minutes.

Halfway through X SessionHalfway through X Session Facilitator announces remaining time in session

Near end of X SessionNear end of X Session Facilitator gives a 5 minute warning to wrap up

At End of X SessionAt End of X Session Facilitator says:

This is the end of Session X. We will take a X-minute break The next session will start promptly in X-minutes. Remember to move to a different table with new faces for the

next session

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TOOL: “ZURICH” MODELTOOL: “ZURICH” MODEL At End of Last SessionAt End of Last Session

Facilitator says: This is the end of final session. Thank you everyone for giving us your best thinking

today. A special thank you to those who served as a

Scribe/Reporter. You played a critical role in capturing everything that happened today.

We know that these have been intensive sessions. The team leading the problem really appreciates your work.

Scribes – please remember to collect the toys in your plastic bag and give the bag and the sheets from your table to (NAME OF PERSON).

This concludes today’s event.

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ARRIVING at CONSENSUSARRIVING at CONSENSUS

Why ConsensusWhy Consensus

Meeting Tool: DotsMeeting Tool: Dots

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ARRIVING at CONSENSUS: DOTSARRIVING at CONSENSUS: DOTS This model is a participative method of This model is a participative method of

arriving at consensus when there are multiple arriving at consensus when there are multiple options that would be effectiveoptions that would be effective

Dots Model can be used in: Dots Model can be used in: Strategic planningStrategic planning Setting prioritiesSetting priorities Problem solvingProblem solving Assigning people to committees or tasksAssigning people to committees or tasks Weighted election resultsWeighted election results

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ARRIVING at CONSENSUS: DOTSARRIVING at CONSENSUS: DOTS

Materials Needed:Materials Needed: Flip Chart SheetsFlip Chart Sheets Marking PensMarking Pens ““Blue” tapeBlue” tape ““Dots” (Avery) from office supply storesDots” (Avery) from office supply stores

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Two Approaches on Flip Chart SheetsTwo Approaches on Flip Chart Sheets

Use Dots on Original Flip Chart sheetsUse Dots on Original Flip Chart sheets

Use Dots on “Bucket” Flip Chart sheetsUse Dots on “Bucket” Flip Chart sheets Break out ideas into “Buckets” of similar Break out ideas into “Buckets” of similar

comments/ideascomments/ideas

Each bucket with comments goes on separate sheetEach bucket with comments goes on separate sheet

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Flip Chart Sheets – continuedFlip Chart Sheets – continued Dots on Original Flip Chart sheetsDots on Original Flip Chart sheets

Use for brainstorming by smaller groupsUse for brainstorming by smaller groups

Dots on Bucket Flip Chart sheetsDots on Bucket Flip Chart sheets Use for Oral Brainstorming by Larger Groups Use for Oral Brainstorming by Larger Groups Use for Pass the Sheet/Written BrainstormingUse for Pass the Sheet/Written Brainstorming Use to order comments from Zurich modelUse to order comments from Zurich model Use for large number of comments/ideas/possible Use for large number of comments/ideas/possible

prioritiespriorities

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Facilitator:Facilitator: Check with participants to determine if any Check with participants to determine if any

clarification is needed for working on the Flip clarification is needed for working on the Flip Chart SheetsChart Sheets

If so, allow explanationIf so, allow explanation

Use the DotsUse the Dots Distribute strip of 10 dots to each participantDistribute strip of 10 dots to each participant All dots should be the same color All dots should be the same color

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ARRIVING at CONSENSUS: DOTSARRIVING at CONSENSUS: DOTS Rules for Using the DotsRules for Using the Dots

Each participant may elect to use all 10 dots or refrain from Each participant may elect to use all 10 dots or refrain from using any dotsusing any dots

Each participant may use a MAXIMUM of 5 dots on any Each participant may use a MAXIMUM of 5 dots on any one itemone item

Each participant may distribute dots across multiple items Each participant may distribute dots across multiple items by using combinations of 1, 2, 3 or 4 dots as long as a by using combinations of 1, 2, 3 or 4 dots as long as a participant uses no more than 5 dots are on any one itemparticipant uses no more than 5 dots are on any one item

Example A: 4 dots to Item 2; 1 dot to Item 6; 3 dots to Item 11; and Example A: 4 dots to Item 2; 1 dot to Item 6; 3 dots to Item 11; and 2 dots to Item 15 = 10 Dots used2 dots to Item 15 = 10 Dots used

Example B: 3 dots to Item 4; 5 dots to Item 10; 1 dot to Item 12; Example B: 3 dots to Item 4; 5 dots to Item 10; 1 dot to Item 12; and 1 dot to Item 15 = 10 Dots usedand 1 dot to Item 15 = 10 Dots used

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Facilitator:Facilitator: Count the Dots by each Item – Write number of Count the Dots by each Item – Write number of

Dots next to ItemDots next to Item

For smaller groups, one round may be enoughFor smaller groups, one round may be enough For larger groups or to successively reduce For larger groups or to successively reduce

options by consensus, continue with more options by consensus, continue with more rounds using different color of Dotsrounds using different color of Dots

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RESOURCES: Hallmark NormsRESOURCES: Hallmark Norms Trust others to act in your best interestTrust others to act in your best interest Give others the benefit of the doubtGive others the benefit of the doubt Trust the prosTrust the pros Reveal your concerns directlyReveal your concerns directly Respect others – listen, acknowledge ideas, act like everyone has Respect others – listen, acknowledge ideas, act like everyone has

something to offer, don’t interruptsomething to offer, don’t interrupt Accept collective accountabilityAccept collective accountability Share opinions openlyShare opinions openly Don’t defer to someone else – be an active participantDon’t defer to someone else – be an active participant Support decisions inside and outside of meetingsSupport decisions inside and outside of meetings Don’t fall into parent/child interactionsDon’t fall into parent/child interactions When we meet, it’s a priorityWhen we meet, it’s a priority Be a player – silence is not an optionBe a player – silence is not an option Don’t withhold informationDon’t withhold information Go as far as you can with the information you haveGo as far as you can with the information you have Throw hard, not sharpThrow hard, not sharp Start and end meetings on time – don’t take it personallyStart and end meetings on time – don’t take it personally Respond promptly to requests from colleagues Respond promptly to requests from colleagues

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RESOURCES: IABC NormsRESOURCES: IABC Norms If something is well said, other members do not need If something is well said, other members do not need

to repeat itto repeat it Silence on a point under discussion implies Silence on a point under discussion implies

agreement (chair will check)agreement (chair will check) Ring the strategy bell! Focus on strategy and stay on Ring the strategy bell! Focus on strategy and stay on

topic – on the ends, not the meanstopic – on the ends, not the means Bring full creativity to the tableBring full creativity to the table Encourage and respect cultural differencesEncourage and respect cultural differences Understand and respect each others’ comfort level Understand and respect each others’ comfort level

with riskwith risk Seek consensus but do not be constrained by full Seek consensus but do not be constrained by full

agreement agreement

creating order from chaos: facilitating groups and teams

Business

zurich modelat

zurich model

start promptly

larger groups

smaller groups

collaborative

5 minute warning

expected behavior