FACILITATION SKILLS
• Facilitation skills can also be called ‘Inter-personal’ skills
• It means the ability to work well with people
Q: How do you work “well” with other people?
• By understanding them
Q: How do you “understand” people?
• Smile when you meet them; Introduce yourself; try to
remember his/ her name; when they speak to you LISTEN
to them
Q: How do you listen to people?
• Be patient, let them finish what they have to say, ask for
clarifications, nod your head, look them in the eye
WHEN YOU LISTEN TO PEOPLE YOU WILL BEGIN TO
UNDERSTAND THEM and they will talk more to you
FACILITATION SKILLS
PROBLEMS:
• LANGUAGE USED
• ENGAGE YOUR AUDIENCE
• HOW QUESTIONS ARE ASKED?
• RESPONSE: Have you listened & understood the Q?
• HANDLING FEEDBACK / ANSWERS – if the Boss answers
first, it will influence less senior participants. Reverse the
order.
• “The better you listen, the more you learn how little
you know” (Murphy, 1987)
FACILITATION SKILLS
LANGUAGE USE: The problem with language is that when
talking to local people, especially women, we tend to use
Hindi. While most people in HP understand Hindi, among
villagers its comprehension may be difficult. For example,
foresters use words like HECTARE, KM or ‘mahatvapooran’,
‘scheme’, ‘pariyojna’, budget and so forth, but these may
not be fully understood. You will notice that women tend
to ask many more questions during a meeting that is
conducted in the local dialect. Many of the older men also
have difficulty in fully understanding Hindi.
• First Preference should be LOCAL DIALECT
• Forest Guards in JFM must try to learn local expressions
or speak in the local language / dialect since many are
from the same district.
FACILITATION SKILLS
ENGAGE YOUR AUDIENCE:
• MAKE EYE CONTACT: very important while talking or
listening; eye contact conveys interest in the conversation
and encourages the other person to be interested too.
• USE GESTURES: These include HANDS and FACE. Make
your whole body talk. Smaller gestures for individuals and
small groups. Larger gestures as the Group get larger.
• BE AWARE OF YOUR BODY LANGUAGE: An open stance
with arms relaxed at your sides conveys that you are open
to hearing what they have to say. Arms crossed and
hunched back indicate disinterest or unwillingness to
communicate.
FACILITATION SKILLS
ENGAGE YOUR AUDIENCE – 2:
• DEVELOP EFFECTIVE LISTENING SKILLS: One must listen
to the other person’s WORDS and engage in
communication with what is being SAID. Don’t be in a
hurry to reply or answer.
• SPEAK CLEARLY and SLOWLY: Open your mouth and raise
your volume as required; don’t mumble. Speak in a
measured and SLOW manner; talking fast conveys
‘nervousness’.
• SHOW CONSTRUCTIVE ATTITUDES: Your ATTITUDES have
a huge impact on the effectiveness of your communication
style. Be honest, patient, sincere, respectful and accepting
of others.
FACILITATION SKILLS
UNDERSTANDING QUESTIONS:
Asking Questions is the MOST IMPORTANT part of
LEARNING. It is by asking questions that you begin to
understand and learn something. You can learn a lot about
any individual or a group by asking questions and
LISTENING to the answers. But first, we must learn how to
ask QUESTIONS and how not to ask questions.
• Ask questions beginning with “WHAT”, “HOW”, “WHEN”,
“WHERE”. Such questions give you more information.
• Avoid questions that are answered simply by “Yes” or
“No”
• Avoid questions beginning with “WHY”, it makes people
uncomfortable and defensive.
FACILITATION SKILLS
RESPONDING TO QUESTIONS:
• MAKE SURE YOU’VE LISTENED PROPERLY & UNDERSTOOD
THE QUESTION
• DON’T ANSWER ATONCE; PAUSE, its good manners
• TELL THE TRUTH when it is not expected. For example in
“How are you?” Be candid.
• To avoid answering, you can answer by asking another
question. Ask for more detail.
• Ignore the question and say what you want anyway……
this is done a lot by politicians
• If you don’t know the answer (information), say so. Don’t
fudge. You may lose people’s trust.
What is ATTITUDE?
1. a settled way of thinking or feeling about something.
"he was questioned on his attitude to South Africa"
synonyms:
view, viewpoint, vantage point, frame of mind, way of thinking, way of
looking at things, school of thought, outlook, angle,
slant, perspective, reaction, stance, standpoint, position, inclination,
orientation, approach; opinion, ideas, belief, convictions, feelings,
sentiments, persuasion, thoughts, thinking, interpretation
2.
NORTH AMERICAN informal: truculent or uncooperative behaviour.
"I asked the waiter for a clean fork and all I got was attitude”.
ATTITUDE - 2
“The roots spread inward and are anchored in past
experiences, and the fruit branch outward exposed for all
to see. Attitude is both our best friend and our worst
enemy. It is more honest and more consistent than our
words”.
“How do you react to failure? Do you walk away
discouraged and complain about it or do you take control,
stay focused, accept a lesson learned, and go on with your
life? Success is based on good judgment and good
judgment is founded on experience. The only way one can
gain experience is through failure. We have to fail often to
succeed once. This, and the way you react, is a reflection
of attitude”.
Bob Urichuck
ATTITUDE - 3
Things to know about ATTITUDE:
• YOUR ATTITUDE IS FULLY WITHIN YOUR CONTROL
• YOU HAVE NO CONTROL OVER HOW other PEOPLE
REACT TO YOU
• BUT YOU HAVE CONTROL OVER HOW YOU REACT TO
THEM
• Example: ARE YOU POSITIVE, HOPEFUL, MOTIVATED
when faced with REJECTION or CRITICISM as you are when
you are PRAISED and APPRECIATED?
• How you react, how you think, what do you say to
yourself or what you believe about yourself is within your
CONTROL and is REFLECTED in your ATTITUDE.
FACILITATION SKILLS
The facilitator must ensure that the process encourages
learners to use as many of their senses as possible to
maximise their potential for learning.
Research in the field of educational psychology shows that
we remember:
· 10% of what we read;
· 20% of what we hear;
· 30% of what we see;
· 50% of what we see and hear together;
· 80% of what we say;
· 90% of what we say whilst we do it.
FACILITATION SKILLS
FEEDBACK: WHY IT IS MOST IMPORTANT?
• IT HAPPENS ALL THE TIME; every time we speak to
another person, in our TONE, in the WORDS we use, in the
way we LISTEN, in the SILENCE we allow – we
communicate FEEDBACK
• Giving FEEDBACK means you have understood what was
said and also convey appreciation of what was said
• POSITIVE FEEDBACK is another word for PRAISE. Use it
whenever you get a chance
• FEEDBACK is not criticism. The language we use is
important
• FEEDBACK is a way to ENSURE that you do not keep
REPEATING MISTAKES
FACILITATION SKILLS
THERE IS NO FAILURE………………..
……………………………….ONLY FEEDBACK