Advanced Facilitation Techniques to Guide Change · Advanced Facilitation Techniques to Guide...

Advanced Facilitation Techniques to Guide Change

Dr. Carolann Wolfgang

Annual ASQ San Diego Quality Conference

November 3-4, 2017

San Diego, CA

37%

1 in 5

Workshop agenda

• Challenges and mistakes of guiding cultural change

• Communication planning for change

• Benefits of facilitation techniques

• Exploring tools and applications

– Challenges to execute

Learning objectives

• Review the challenges with guiding change with teams

• Build a toolbox of facilitation tools to assist with communications planning

• Apply techniques to numerous cultural change issues

EFFECTIVE USE OF THE TOOLS

Technical and Human Dimension

Challenges of change

• Anxiety of teams and individuals with the uncertainties

• Lack of appropriate and intentional communications planning

• Unexpected conflicts, struggles and confusion with employees, customers, and stakeholders

• Inability to connect to the future

What challenges with cultural change have you witnessed?

Have a 7 minute table discussion

---------

Debrief

Mistakes*

• Allowing complacency

• No coalition to guide

• Underestimating power of vision

• Under-communicating

• No short term wins

• Obstacles blocking overwhelm the vision

• Declaring victory too soon

• No anchoring of the culture * John Kotter (1996)

What mistakes with cultural change have you encountered?

Have a 7 minute table discussion

---------

Debrief

Communication planning

• Used in six sigma, change management, etc

• Include who, what message, how, when

• Goal:

– In what ways do all employees feel encouraged to contribute, acknowledge, make decisions

Benefits of facilitation techniques

• Create a roadmap for employees, managers, and leaders in the organization to address change

• Support a systems point of view

• Actively engage in the change management process

• Promote creative and innovative solutions

• Build internal and external communications and stakeholder plans

Exploring tools and applications

• The creative change management toolbox contains ideas from gamestorming, human centered design, visual facilitation, dispute resolution processes, and creativity/innovation disciplines

• An open mind and willingness to assist the team to discover new outlooks

Effective use of the tools

• Fully understand the change – Assess risks of the change – Support intentional design

• Support the culture/people – Capture creative, intellectual contributions by the

employee/ customer – Drive sustainable engagement aligned with the

change • Shift from awareness of the value of the change through to

understanding/being responsible for their place in the context of the change

• Sustaining actions, behaviours, outcomes, values, attitudes

Teams for change

• Compose team

– Tactical (workers)

– Creative types (you know who these are)

– Facilitators (managers)

– Strategic (executives)

• Commit to success across all levels

TOOLBOX FOR CHANGE

Put it in the toolbox!

TOOL DESCRIPTION

Pre-mortem Analysis

• Learning at the front end

• Lay out goals and plans

• Simple

• “What will go wrong?”

• “How will this end in disaster?”

APPLICATION • Understand the risks

• Help find challenges

• Who wins; who loses

Take 10 minutes to apply and discuss this tool at

your table


TOOL DESCRIPTION

Brainwriting/Cluster Diagramming

• Put idea in the middle of a piece of paper with circle around it

• Free associate around the idea

APPLICATION

• Collect ideas

• Engage employees as trusted business partners

• Understand issues that must be solved for forward progress

Take 10 minutes to apply and discuss this tool at your table


TOOL DESCRIPTION

Customer Empathy Map

• Visual map

• Hearing

• Seeing

• Thinking

• Saying

• Feeling

• Doing

APPLICATION • Quickly develop a customer

or user profile that you can use for stakeholder/communication plans

• Understand differing perspectives



TOOL DESCRIPTION

Make It Stick Formula

• UNEXPECTED

• CONCRETE

• CREDIBLE

• EMOTIONAL

• STORY

APPLICATION

• Use to create the compelling change message

• Get optimal engagement

• Reach hearts

Take 10 minutes to apply this tool at your table


TOOL DESCRIPTION

Alternative Dispute Resolution Process

• Collaborative negotiation and mediation techniques

• Common ground

• Active listening and questioning

APPLICATION • Collaborate vice

unproductive conflict

• Face to face is best

• Appreciative inquiry to increase understanding

Take 10 minutes to discuss how to apply this tool at your

table


TOOL DESCRIPTION

“If I were you…” • “If I were you…..a main concern

of mine would be…. or

• …..one of my goals would be”

APPLICATION • Increase empathy

• Show understanding and connection

• Use to spark dialogue

• Use in small groups or one on one with facilitator


TAKE A STRETCH BREAK!


TOOL DESCRIPTION

Prune the Future • Tree as a metaphor

• Tree trunk is the change topic; branches are categories

• Current state on lower part of tree through future state near the tree top

• Leaves are sticky notes with one idea about the topic

APPLICATION • Shows incremental steps for

change • Organic growth focus • Possibilities and potentials • Shows interrelationships

between the categories • Shows major growth areas



TOOL DESCRIPTION

SQUID Sequential Question & Insight Diagram

• Capture with sticky notes and visually diagram

• Start on left with sticky note containing the core topic

• Questions: best guess on how to approach the topics

• Could be one or more answers to questions; lines may connect between questions

APPLICATION • A visual way to offer questions

and answers to a change topic

• Easily lets participants see what has already been discussed

• Recognizes contributions

• Organic growth of ideas



TOOL DESCRIPTION Speedboat Visualization

• Draw a boat (name is the topic) in the water with anchors

• Anchors represent what is stopping the movement towards the desired state

• Write the question of interest next to the boat

• Post sticky notes around the anchors

APPLICATION

• A visual way to show what is holding back / slowing down implementing a change

• Reveal consensus of what is most problematic

• Not complaints; not solutions



TOOL DESCRIPTION

Force Field Analysis

• Forces for change in one column

• Forces against change in adjoining column

APPLICATION • See the system surrounding

the change

• Strengthen areas that help the change

• What to focus on that can hinder the change



TOOL DESCRIPTION

Group Brainwhacking

• Uses ‘starter phrases’ to increase perspectives and new ideas

• Beware the unintended

• Be dissatisfied

• Check your timing

• Don’t force it

APPLICATION

• Helps increase participation

• Fun and easy



TOOL DESCRIPTION

Key Constituents Map

• Visual display as pie chart

• List the key constituents from main functional areas, of the change

APPLICATION

• Interest and involvement of key constituents

• Impacts (+ or – ) on functional areas



TOOL DESCRIPTION

Critique Forms

• Warm (positive)

• Cool (negative)

APPLICATION

• Are you warm or cool on this aspect?

• Simple way to gain consensus and create a safe environment


TOOL DESCRIPTION Discussion Map

• A map of who is speaking and who they are speaking with

• Start with a blank piece of paper. Each time someone speaks put an X next to their initials. When they direct to someone put an arrow moving from that person to the other

APPLICATION

• Shows who is speaking the most and least, and who or what group is having the most and least interactions, who is having comments directed at them



TOOL DESCRIPTION

One on one pre-Team Meeting

APPLICATION

• Assess for sensitive topics, unresolved topics

• What kind of support to offer during the meeting

• Helps build ground rules


TOOL DESCRIPTION

Elevator Speech

• Capture the why of the change in a way that engenders interest and passion

• What do you want them to know, feel, do?

APPLICATION

• Employees have a consistent message to share


WRAPPING UP

Challenges to execute

TECHNICAL and HUMAN

• Unfamiliarity with tools

• Pace of change

• Resistance to new ways of thinking

• Entrenched thinking habits

Check-in

How does learning at this workshop affect you right now at your

workplace?

Resources

• Advanced Facilitation Strategies – Ingrid Bens (2005)

• Facilitator’s Guide to Participatory Decision-Making – Sam Kaner (2007)

• Gamestorming A Playbook for Innovators, Rulebreakers, and Changemakers – Dave Gray, Sunni Brown, James Macanufo (2008)

• Leading Change – John P Kotter (1996)

• Made to Stick – Chip Heath, Dan Heath (2008)

• Making Change Work – Brien Palmer (2004)

• The Rudolph Factor, Finding the Bright Lights that Drive Innovation in Your Business – Cyndi Laurin, Craig Morningstar (2009)

• To Sell is Human – Daniel H Pink (2012)

• Luma Institute materials

Thank you!

….for sharing challenges and experiences

….having an open mind and willingness to learn

Advanced Facilitation Techniques to Guide Change · Advanced Facilitation Techniques to Guide...

Documents

Transcript of Advanced Facilitation Techniques to Guide Change · Advanced Facilitation Techniques to Guide...