Introduction to the Second Edition xvii
What's New in the Second Edition? xviii
Case Study: The Secrets in Action-How Two Practitioners Have Put the Secrets to Work xx
Introduction: a Powerful Secret xxiii
Case Study: Learning the Powerful Secret xxiii
Secret #1-The Fundamental Secret of Facilitation xxiv
Case Study: The Sanitation Workers xxiv
Learning to Apply the Fundamental Secret xxvi
The Principles of SMART Facilitation xxviii
More Ways to Apply the Secret xxxix
What This Book Will Do for You xxxix
Where to Start xl
I. What Is the Role of a Facilitator? 1
Questions Answered in This Chapter 1
Case Study: The Facilitator's Role in Civic Leadership Groups 1
Sample Scenarios: Group Solutions Needed 3
When Is Facilitation Appropriate? 4
Secret #2-The Secret of When to Use Facilitation 5
Definition: What Is a Facilitated Session? 5
What Are the Responsibilities of a Facilitator? 6
The Soul of a Facilitator 7
When Is Facilitation Not Appropriate? 8
Facilitation: Where Is the Industry Today? 10
What's Next for Facilitation? 11
Applying the Secrets to Gain Buy-In to a Strategic Plan 13
Facilitator's Checklist for Understanding Facilitation and the Roles of a Facilitator 14
Exercise Your Skills 15
II. The Secrets to Questioning: Design Your Questions to Get Better Answers 17
Questions Answered in This Chapter 17
Case Study: Starting Questions 17
The Starting Question 18
Secret #3-The Secret of the Starting Question 20
Case Study: The Starting Question to Engage the VP's Number Two 26
The Reacting Questions 27
Secret #4-The Secret to Guiding a Group 28
Floating an Idea 29
Secret #5-The Secret to Influencing Idea Ownership 30
Applying the Questioning Techniques 32
A Final Note on Questioning 34
Facilitator's Checklist for Questioning 34
Exercise Your Skills 35
III. The Secrets to Preparing: Know Your 5 Ps 37
Questions Answered in This Chapter 37
Case Study: The Principals' Conference 37
The 5 Ps of Preparation 38
Secret #6-The Secret to Preparation: The 5 Ps 38
It's All About Purpose 39
Secret #7-The Secret Power of Purpose 40
Defining the Product 41
Secret #8-The Secret to Defining the Session Product: The 3 Hs 42
Selecting Participants 42
Identifying the Probable Issues 45
Preparing the Process 46
The Meeting Notice 46
Case Study: Preparing for Vision Councils 47
Special Topic: Managing a Sponsor 48
Secret #9-The Secret to Managing a Sponsor's Presence 51
Applying the 5 Ps 53
Facilitator's Checklist for Preparing 54
Exercise Your Skills 55
IV. The Secrets to Starting: Inform, Excite, Empower, Involve 57
Questions Answered in This Chapter 57
Case Study: Kicking off Vision 2020 57
Opening the Session 58
Secret #10-The Secret to a Strong Opening 59
Secret #11-The Secret to Exciting in the Opening 62
Gaining Buy-In to the Agenda 63
Secret #12-The Secret to Gaining Agenda Buy-In 63
Using Ground Rules 65
Secret #13-The Secret to Using Ground Rules 65
Case Study: Avoiding the Executive Feeding Frenzy 68
Using Parking Boards 70
Secret #14-The Secret to Parking Boards 70
Effective Introductions 71
Secret #15-The Secret to Effective Introductions 72
Opening Nonfacilitated Meetings 73
When Should You Arrive for the Meeting? 73
Getting Started on Time 74
Secret #16-The Secret to Starting on Time 74
Applying the Secrets to Starting 75
Facilitator's Checklist for Getting the Session Started 76
Exercise Your Skills 77
V. The Secrets to Focusing: Establish the Course, Avoid Detours 79
Questions Answered in This Chapter 79
Case Study: Facilitating the Senator and the Chief of Staff 79
Secret #17-The Secret to Using Checkpoints 79
Focusing the Group: Using Checkpoints 79
The Extended Checkpoint 83
Warming Up a Group 84
Secret #18-The Secret to Warming Up a Group 84
Delivering Accurate, Clear, and Concise Directions (PeDeQs) 85
Secret #19-The Secret to Giving Clear Directions 85
Keeping a Group on Track 88
Secret #20-The Secret to Keeping a Group on Track 88
Managing Breakout Groups 90
Secret #21-The Secret to Effective Breakout Groups 90
Secret #22-The Secret to Rotating Flip Charts 95
Applying the Secrets to Focusing 97
Facilitator's Checklist for Focusing a Group 97
Exercise Your Skills 99
VI. The Secrets to Recording: the Power of the Pen-use It, Don't Abuse It, Make It Theirs 101
Questions Answered in This Chapter 101
Case Study: Public Safety Collaborative 101
How Facilitators Abuse the Pen 102
Using, Not Abusing the Pen 104
Secret #23-The Secret to Using, Not Abusing, the Power of the Pen 104
Case Study: The Power of the Pen, ELMO, and Parking Boards 107
Knowing What to Record 107
Secret #24-The Secret to Knowing What to Record 108
Managing the Recording Process 110
Secret #25-The Secret to Keeping the Recording Concise 112
Using Strategies to Avoid Lulls While Writing 113
Secret #26-The Secret to Avoiding Lulls While Writing 114
Additional Techniques for Recording 116
The Seven Deadly Sins of Facilitation 118
Applying the Secrets to Recording 119
Facilitator's Checklist for Recording 119
Exercise Your Skills 120
VII. The Secrets to Information Gathering: Know Your Tools and How to Use Them 123
Questions Answered in This Chapter 123
Case Study: The Retailing Conference 123
Understanding the Major Information Gathering and Processing Functions 125
Understanding Processing Groups 126
Understanding Processing Order 127
Gathering and Processing Information 127
Secret #27-The Secret to Gathering Information 127
Gathering Facts 128
Secret #28-The Secret to Getting the Details 129
Categorizing 130
Secret #29-The Secret to Categorizing 130
Inquiring 133
Secret #30-The Secret to Q&A Sessions 133
Generating Ideas 136
Secret #31-The Secret to Generating Ideas 136
Prioritizing 138
Secret #32-The Secret to Prioritizing 139
Reporting 143
Secret #33-The Secret to Reporting Back 144
Getting Feedback 145
Secret #34-The Secret to Getting Quality Feedback 145
Additional Information Gathering and Processing Strategies 147
Applying the Secrets to Information Gathering 150
Case Study: Facilitation in the Classroom 151
Facilitator's Checklist for Information Gathering 152
Exercise Your Skills 153
VIII. the Secrets to Closing: Review, Define, Evaluate, End, Debrief 155
Questions Answered in This Chapter 155
Case Study: Polling for Agreement at the Close 155
Secret #35-The Secret to a Strong Close 157
Reviewing Activities Completed and Personal Objectives 157
Confirming Commitment to Decisions Made 158
Secret #36-The Secret to Confirming Commitment to Decisions 158
Clearing the Issues List 163
Secret #37-The Secret to Clearing the Issues List 163
Assigning Actions 164
Secret #38-The Secret to Assigning Actions 164
Defining What Can Be Communicated About the Session 165
Evaluating the Session 167
Ending the Session 169
Debriefing 169
What If the Session Is Running Behind? 170
What If the Session Is Going to Run Over? 171
Delivering a Partial Close 171
Facilitator's Checklist for Closing 172
Exercise Your Skills 173
IX. The Secrets to Managing Dysfunction: Conscious Prevention, Early Detection, Clean Resolution 175
Questions Answered in This Chapter 175
Case Study: The Chairman and the COO 175
Dysfunctional Behavior-What Is It? 177
Secret #39-The Secret to Understanding Dysfunction 178
Techniques for Conscious Prevention 180
Secret #40-The Secret to Preventing Dysfunction 180
Techniques for Early Detection 183
Secret #41-The Secret to Detecting Dysfunction 183
Techniques for Clean Resolution 185
Secret #42-The Secret to Resolving Dysfunction 185
Recommended Responses to Various Dysfunctions 188
When the Unexpected Happens 196
Secret #43-The Secret to Responding When the Unexpected Happens 197
Responding to Mistakes and Attacks 198
Case Study: Making a Mistake as the Facilitator 198
Secret #44-The Secret to Responding to Mistakes and Attacks 199
Rewarding Functional Behavior 201
Lesson Learned 201
Applying the Secrets to Managing Dysfunction 203
Facilitator's Checklist for Managing Dysfunction 205
Exercise Your Skills 207
X. The Secrets to Consensus Building: Create and Maintain a Consensus-focused Process 209
Questions Answered in This Chapter 209
Case Study: Consensus on Values 209
Defining Consensus 210
Secret #45-The Secret to Understanding Consensus 211
Deciding How to Decide 212
Secret #46-The Secret of Five-Finger Consensus 214
Understanding Why People Disagree 215
Secret #47-The Secret to Understanding Disagreement 215
Secret #48-The Secret to Resolving a Level 3 Disagreement 221
Filling Your Toolbox of Consensus Building Techniques 223
Secret #49-The Secret to Resolving a Level 1 Disagreement 224
Secret #50-The Secret to Resolving a Level 2 Disagreement 231
Case Study: Improving Customer Delivery Times 234
Secret #51-The Secret to Using Weighted Scoring 236
Revisiting the Family Vacation 241
Applying the Secrets to Consensus 242
Secret #52-The Secret to Gaining Consensus on Wording 242
Facilitator's Checklist for Consensus Building 244
Exercise Your Skills 245
XI. The Secrets to Energy: Set the Pace, Anticipate the Lulls, React Accordingly 247
Questions Answered in This Chapter 247
Case Study: Learning the Impact of Energy 247
Understanding the Impact of Energy 248
Secret #53-The Secret of Energy: The Three Es 248
Projecting Energy from the Start 250
Secret #54-The Secret to Starting with Energy 250
Case Study: The Low-Key Facilitator 253
Adjusting to the Lullaby Times 253
Secret #55-The Secret to Adjusting to the Lullaby Times 254
Maintaining Energy During the Session 254
Secret #56-The Secret to Maintaining Energy 255
Case Study: A Team Building Mistake 258
Using Team Building Activities 259
Secret #57-The Secret to Using Team Building Activities 259
Crossing the River: My Favorite Team Building Exercise 260
Facilitator's Checklist for Energy 264
Exercise Your Skills 265
XII. The Secrets to Agenda Setting: Adapt Your Agenda to Address the Need 267
Questions Answered in This Chapter 267
Case Study: Pay for Performance 267
Understanding Process 268
Using Standard Agendas 269
Secret #58-The Secret of Standard Agendas 269
Customizing the Agenda 273
Secret #59-The Secret to Customizing the Agenda 274
Developing an Agenda from Scratch 275
Secret #60-The Secret to Developing an Agenda from Scratch 275
Knowing Your Process Cold: The Facilitation Guide 277
Secret #61-The Secret to Knowing Your Process Cold 277
Estimating and Tracking Time 279
Secret #62-The Secret to Estimating Time 279
Applying the Secrets to the First Meeting of a Task Force 281
Facilitator's Checklist for Agenda Setting 284
Exercise Your Skills 285
XIII. The Secrets to Facilitating Virtual Meetings: Keep Everyone Focused and Engaged 287
Questions Answered in This Chapter 287
Case Study: The Virtual Strategy Monitoring Session 287
Secret #63-The Secret to Preparing for a Virtual Meeting 293
Choosing and Preparing Your Technology 293
Preparing for the Meeting 294
Starting the Meeting 295
Running the Meeting 296
Secret #64-The Secret to Engaging People Virtually 297
Special Cases 298
Facilitator's Checklist for Virtual Meetings 300
Exercise Your Skills 302
XIV. The Secrets to Facilitating Large Groups and Conferences: Use the Power of Process to Guide and Engage 303
Questions Answered in This Chapter 303
Case Study: Facilitating a Thousand People 303
Facilitating Large Groups 305
Secret #65-The Secret to Facilitating Large Groups 305
Facilitating Conferences 307
Case Study: Facilitating a Conference on Spirituality 307
Secret #66-The Secret to Facilitating Conferences 310
Secret #67-The Secret to Managing Time with Speakers 312
Facilitator's Checklist for Facilitating Large Groups and Conferences 314
Exercise Your Skills 315
XV. The Secrets to Facilitating Cross-cultural Groups: Recognize Your Own Biases to Better Adapt to the Culture of Others 317
Questions Answered in This Chapter 317
Introduction 317
Understanding Cultural Competency 318
Secret #68-The Secret to Facilitating Cross-Cultural Groups 323
Applying the Secrets to Cross-Cultural Groups 333
Case Study: What Is the Objective? 334
Case Study: Facilitating the Strategic Plan for a Caribbean Government 336
Case Study: Facilitating for Morehouse 347
Interrupting the Effects of Institutional Power Through Facilitation 351
Facilitator's Checklist for Facilitating Cross-Cultural Groups 364
Exercise Your Skills 366
XVI. The Secrets to Building an Internal Facilitator Capability: Build the Case, Raise Awareness 369
Questions Answered in This Chapter 369
Introduction 369
Case Study: The Pull Strategy at Hydro One 370
Case Study: From Training to Something Bigger at Direct Supply 377
Case Study: The Facilitator Development Program at Saudi Aramco 379
Best Practice Strategies 385
Secret #69-The Secret to Establishing an Internal Facilitator Cadre 386
Exercise Your Skills 394
XVII. Special Topics 395
Questions Answered in This Chapter 395
Apply the Secrets to Running a Simple Meeting 395
Applying the Secrets as a Meeting Participant 402
Secret #70-The Secret to Guerrilla Facilitation 402
Applying the Secrets to Very Small Groups 404
Applying the Secrets as a Consultant or Subject Matter Expert 405
Case Study: The Strategy Firm and the Nonprofit 406
Becoming a Certified Facilitator 408
Facilitator Neutrality: Fact or Fiction? 412
Epilogue 417
Resource Guide for Facilitators 419
Leadership Strategies-The Facilitation Company 419
The FindaFacilitator Database 420
The International Association of Facilitators 420
The International Institute for Facilitation 420
Training Courses in Facilitation 420
Recommended Books 424
70 Secrets of Facilitation 427
Acknowledgments 431
The Author 433
Index 435
