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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
Put it in the toolbox!
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
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Put it in the toolbox!
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
Put it in the toolbox!
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 10 minutes to apply and discuss this tool at your table
TAKE A STRETCH BREAK!
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
Put it in the toolbox!
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
Put it in the toolbox!
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
Take 10 minutes to apply and discuss this tool at your table
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