Who are going to be keenest to use what they've just learned; the people you told, or the people you helped work it out for themselves? Which change is going to deliver the fastest results; the one that was imposed or the one that you helped a team develop and agree for itself? Facilitation is an essential skill for learning professionals and managers who want to deliver lasting and productive results. As a facilitator you can maximise performance by tapping into the experience, potential and enthusiaism of an organisation's people. By empowering individuals and teams to take responsibility for their own learning and achievements you can dramatically increase their chances of success. Frances and Roland Bee discuss the role, skills and processes of group facilitation and show you how to: - refine core skills such as rapport building, active listening and effective questioning - design learning events that are really learner-centred - use practical techniques for getting groups started, generating ideas and solving problems - overcome concerns about loss of control - handle challenging situations such as lack of engagement, cynicism and anger. One of the most valuable people in any organisation is the one who can help others solve problems, change and develop. This book gives you the skills to become that facilitator.For example, in customer care programmes we set up the following exercise at an early stage: Table 13 EXERCISE ON BEING A ... learner in the group to identify: - a situation when you experienced excellent customer care - a situation when you experienced very poor customer care then to relive the experience: to see what you were seeing, hear what you were hearing and feel what you were feeling.
|Author||:||Frances Bee, Roland Bee|
|Publisher||:||CIPD Publishing - 1998|