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gari jenkins

  • A team member who always points out difficulties

  • An individual dominating the meeting

  • A non-contributing member

  • An “expert”

  • The Cynic (“I’ve heard it all before”)

  • Conflict between two team members

  • The Boss as a participant!

  • The facilitator as the “butt”

A team member who always points out difficulties:


- Ask them to suggest a solution to the difficulty they have identified
- View them as a resource against whom to bounce ideas and suggestions
- Be prepared for the negative – and use it to improve an idea
- Regard the statement of difficulty as an invitation to build, not as an obstacle


An individual dominating the meeting:


- Take control constructively
- Call on other delegates by name
- Thank, restate pertinent points and move on
- Avoid eye contact


A non-contributing member:


- Don’t put pressure on the participant
- Acknowledge their contributions – every time they speak
- Give a non-verbal invitation to speak
- Ask them if they agree with what’s being said
- Capitalise on their knowledge and personality
- Precede a question with their name
- Talk to the reluctant participant


An “expert”


- Don’t react defensively – respect what they can offer
- Use the person’s expertise – but set limits
- Encourage the expert to listen
- Invite the expert to present formally
- Give the expert an official role in answering people’s questions


The Cynic (“I’ve heard it all before”):


- Don’t get defensive or angry
- Find some merit in what they are saying
- Bring them in when you want them to speak
- Encourage them to concentrate on the positive
- Talk to them privately – find out if they are upset or annoyed
- Use the rest of the group to give different viewpoints


Conflict between two team members:


- Don’t intervene too early
- Emphasise points of agreement, minimise points of disagreement
- Direct delegates’ attention to the objectives of the meeting
- Shelve or park the issue for the moment
- Draw others into the discussion to reduce the one-to-one element
- Depersonalise


The Boss as a participant!:


- Emphasise the importance of being (positively) frank
- Formalise the situation – difficult dual role, being both player and boss
- Ask the boss if he/she would mind reserving his/her views
- Treat the boss as a person


Facilitation Skills

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