Masterful Facilitation Model

Facilitation Cycle

Designing Intervention

Facilitating&Evaluating

Results

Initial Contact &Clarify Objectives

Phase 1: Making Initial Contact

• Making it simple, hassle-free and professional

• Getting ready• Rapport building

Phase 2: Clarifying Desired Objectives and Contracting for Results

• Clarifying and Contracting

1. What is the individual or group’s purpose2. What is the desired result?3. How will success be measured?4. What is expected of you as facilitator?5. What are your expectations of the individual or

group?

Phase 3: Designing the intervention

• Predesign analysis– What exactly are you getting involved in? – What is really going on here?

• Creative process of Design– How will you go about your job?– What environment do you create?

• Reaching agreement

Analyses

• A. Organizational Context– Mission, Vision, Values– Leadership, Information, Technology– Structure, Reward, People

• Group Context– Forming, Storming, Norming, Performing,

Dorming

• Individual Context– Tasks, Relationship, Self

7

A Balanced Scorecard Sets Expectations, Removes Emotion, Establishes a Baseline to Measure Progress

Strategic Alignment Cause and Effect

Managed AchievementMeasurement

Financial Customer

Internal Business Processes

Learning and Growth

Alignment through Measurement

Balanced ScorecardDimensions

Outcome Perspective

Function Perspective

Relationship PerspectiveOrganisation Perspective

•IT Cost per user•IT Spending by portfolio category•Performance to spending targets•IS&T staff engagement score•IS&T capabilities vs. benchmarks •Price competitiveness of IT services vs. external benchmark

•Willingness to engage IS&T in developing major projects•% of projects delivered to agreed scope, time and budget•Business owner satisfaction score•End-user satisfaction score

•IS&T contribution to initiatives of corporate strategic importance•Overall ability to deliver technical/business solutions and services•Extent to which supports government initiatives

•System downtime•Help desk first-call resolution rate•Tickets per registered user per month•Number of failure incidents with business impact per quarter•Security audit results

A creative process(Intervention Approaches)

Phase 4: Facilitating

• Set up (Preintervention climate setting & Creating a problem- solving environment)

• Review of current state or identifying issues

• Vision of future state

• Brainstorming solutions

• Agreement on action plans

• Closure

Phase 5: Evaluating the Results

• Measure, Evaluation, Revision

What did we plan to achieve?Did we achieve it?

To what standard did we achieve it?What have we learned that can be applied in the future.

Masterful Facilitation

Ability X Effort X Attitude

0 – 100 X 0- 100 X -100 - 100

Facilitation

• A purposeful, systematic intervention into the actions of an individual or group that results in an enhanced, ongoing capability to meet desired objectives

Objective of Facilitation

• Getting people to change their behavior – getting the group unstuck

• Getting the group to understand real problem, challenging their assumptions, aiding them in identifying new solutions, and ensuring their commitment to implementation.

Three Keys to Facilitation

• Purpose (What is your purpose?)

• Results (What result do you want?)

• Level of Intervention