Introduction
Group work, particularly problem solving and opportunity identification is at the foundation of continuous improvement. Groups and teams work together to identify their mission, define objectives and targets, set measurements, agree customer service levels and much more. Sometimes a group is a work team, sometimes a project team and sometimes a disparate collection of people who will only ever meet once, for a single purpose.
Whatever type of group it is, and whether or not there is a designated leader, a skilled facilitator can make the difference between group effectiveness and group failure. The role of the facilitator is set apart from the task of the group and focuses on processes, how the group is functioning rather than what the members want to achieve.
The facilitator never has answers only questions. Through objective, real time analysis of what is happening the facilitator can steer the group round and through the processes and behaviours that will best help them achieve their objectives.
Learning Outcomes
On successful completion of the programme, participants will be able to:
Differentiate between task, process and content
Ask skilled questions that help a group solve their own problems
Apply a variety of activities that help groups move forward
Analyse group dynamics through personal observations
Interrupt, divert or defuse ineffective behaviour patterns
Summarise the stages of a group’s progress
Manage conflict and give constructive group feedback
Recognise the stages of team growth
Apply problem solving techniques.
Programme Content
Stages of team growth;
Group dynamics; group processes and behaviours;
Focusing on process; staying out of content and applying the “Fly on the wall” technique;
Conflict; mediation and resolution;
Questioning skills; the art of the key question;
Group activities to unblock creativity and create harmony;
Techniques to interrupt, divert or defuse counter-productive behaviours;
The skill of summarising;
Constructive group feedback;
The problem solving toolkit;
Identifying group objectives; ensuring these are reached.
