At times, you may be called to facilitate a group that appears to function smoothly. Participants might be polite, get along well, and show no signs of conflict. However, this is often when your role is most crucial!
In such situations, it’s important to highlight the behaviours you observe and encourage participants to engage in discussions about what truly matters. Remember, you were brought in for a specific purpose! Additionally, providing feedback is essential for various other reasons.
Here’s a practical process that will enhance your effectiveness as a facilitator.
Step One: Request Permission
Background: It’s important to ask for permission for a couple of reasons. First, this allows the individual to indicate if there’s a more suitable time for feedback. Second, when they agree, it shows they are receptive to your comments.
Example: “I’d like to take a moment to offer some feedback that could help us move forward. Is everyone okay with that?”
Step Two: Describe the Behavior
Background: Focus on specific actions rather than individuals. Clearly articulate what you observed and heard.
Example: “In the email survey sent last week, many of you provided specific examples of what isn’t working within the team. Despite being here for an hour, those examples haven’t been mentioned in our discussion.”
Step Three: Explain the Consequences of Ongoing Behavior
Background: Approach this step with professionalism and tact. Your aim is to create a safe environment for discussing these concerns.
Example: “If these issues aren’t addressed, we may not see any changes.”
Step Four: Allow for Responses
Background: Listen carefully, paraphrase, and summarize what you hear. If necessary, organize smaller group discussions to encourage participation from quieter members.
Example: “You mentioned that these issues remain unspoken due to concerns about offending each other and potential backlash. Is that correct?”
Step Five: Identify the Core Issue
Background: Ensure you are addressing the actual problem and not just its symptoms. Acknowledge that the issue requires resolution.
Example: “What steps can we take to create a safe environment for these discussions?” Possible suggestions could include agreements such as:
- “What is discussed here stays here.”
- “Our goal is to make progress and improve.”
- “We commit to being open-minded and willing to change.”
Step Six: Facilitate a Shift in Perspective
Background: Since individuals are often more receptive to their own ideas, encourage group members to share their thoughts and build on them to foster progress.
Example: “I believe the ideas you’re proposing are valuable. I have a few additional suggestions that could help us move forward. Would that be alright?”
Step Seven: Wrap Up the Feedback Session
Background: Create a clear action plan that you will support. Inform participants that you will now return to the agenda, and consider offering a brief break as a transition.
Example: “Thank you for your willingness to address these issues collaboratively. As we proceed, we are committed to…”
Step Eight: Follow Up
Background: If the group is undergoing significant behavioral changes, they may need more support than anticipated. Ensure you provide ongoing support to avoid revisiting the same issues later.
Example: An hour later, you might ask, “Is everyone feeling comfortable with our progress so far? Is there anything else we need to adjust?”
