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2/7/18
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Facilitating Multi-Dimensional
ListeningHelping Groups Identify Common Ground
while Acknowledging Differences
Introduction
Suzanne FlintLibrary Programs ConsultantCalifornia State Library
TheChangingRoleofLibraries
Librariesareservingascommunityhubs• Librariansoftenaskedtoassumeroleoffacilitator• Mostare“learningbydoing”
Highlevelofinterestinfacilitationtraining• Fall2017survey;228librariansinCaliforniaresponded• Mixofexperiencedandbeginners
Todayisfirstoftwowebinarsformoreexperiencedfacilitators• Stilldevelopingplansforintroductoryleveltraining
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LeadPresenter
Susan Stuart ClarkFounder & Director of Common Knowledge Group (www.ckgroup.org)
• Trainer and consultant on community engagement initiatives; most projects involve libraries and/or local government • Research Deputy with Kettering Foundation• Board member National Coalition for Dialogue and Deliberation
(nccd.org)• Recently designed and conducted Libraries Lead the Way
community engagement and facilitation skills program
PollQuestions
•Question#1Doyouplantoapplytheseskillsfor:
a) internalconversations
b) externalconversations
c) both?
•Question#2Howwouldyourateyourleveloffacilitationexperience?
•5=veryexperienced
•1=completebeginner
Commonsituationsforbasicfacilitation
• Lead agroupdiscussionaboutabookorlibraryprogram• Facilitateadiscussionwithteensorchildren• Leadaregularstaffmeeting• Conductanorientationorsimpletraining
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UsingMulti-DimensionalListening:Facilitationthathelpsagroupcometosharedunderstandingaboutasituation
FacilitatingDialogue,notDebate
FeaturedLibrarians
Carolyn Brooks, El Dorado County Library• LibraryServicesManagerandSchool/CommunityOutreachLiaison• Touchpoints CommunityLevelTrainer
• Community HubsOperationalManager
Danis Kreimeier, Napa County Library• DirectorofLibraryServicesandCommunityOutreach• BoardMember:NEWS(NapaEmergencyWomen’sShelter),NapaWomen’sClub
• PastPresidentofCLA&formerPLABoardmember
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GoalforToday
Helpgroups“listentogether” todevelopsharedunderstanding:• Wheretheyagree• Wheretheydon’t
From “ME”to “WE”
Agenda:FacilitatingMulti-DimensionalListening
LibrariansandListening:Startingpoints
DefiningMulti-DimensionalListening
StoriesaboutListening:KeyPractices
QuestionandAnswer
I
II
III
IV
Librarians&Listening:StartingPoints
I
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LibrarianServiceversusFacilitation
Same•Welcoming
•Open/neutral
•Novaluejudgments
• Jointlymakingsense
LibrarianServiceversusFacilitation
Different•Notjustone-on-one
• Supportingawholegroup
•Notbeingtheexpert
•Maynothaveclearanswers
Same•Welcoming
•Open/neutral
•Novaluejudgments
• Jointlymakingsense
A“conscious”listeneris:•Neutralandnon-judgmental•Curiousandengagedthroughout•Listeningtothewholeperson•Using“friendlyfocus”
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RoleoftheFacilitator
•Whenyouareaninstructor,thegroupislearningbylisteningtoyou•Whenyouareafacilitator,thegroupislearningbylisteningtoeachother
Beginningfacilitation
Facilitatoras“chieflistener”;atthecenterofthegroup
Moreadvancedfacilitation
Facilitatorhelpseveryoneintheroomlistentoeachother
Commonmisperception:Facilitators“smooththingsover”
• Therootword“facile”isoftentranslatedas“makeeasy”• Yet,yourroleistohelpagroupdoitswork,whichmaynotbeeasy• Effectivefacilitationputspeople“atease”whentheyarebeingaskedtostretchtheirperspectives
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DefiningMulti-DimensionalListening
II
Three“Channels”ofListening
•ListeningtoYourself•ListeningOne-on-One•ListeningTogetherasaGroup•Makingsenseofthewholesituationtogether
Keypractice: PersonalPreparation
• Knowthyself!• Chooseapreparationapproachthatletsyoubereadytostaypresenttowhatishappening.
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Keypractice: Helppreparethegrouptolisten
• Establishcommitmenttodialogue(versusdebate)• Groupguidelinesthatshareresponsibilityforlistening• Icebreakerthatsetsuppracticewithconsciouslistening (e.g.,aThink,Pair,Share)
Sampleconversationguidelines
• Treateachotherwithrespect• Listentolearn•Helpmakesureeveryonehasachancetoshare•Assumegoodintentions• Yourquestionsarevaluable
Listening Stories:KeyPractices
III
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CommonSituation#1
• Ina staffplanningmeeting,thegroupcametosomeagreements.Butinthefollowup,itturnsoutthattheconsensuswasmorefragilethanitseemed.
Whathappened?Importantissuesofconcerndidnotgetsurfaced.
CommonSituation#2
• Inacommunitymeeting,peoplesharedtheirpointsofviewwithoutdiscovering anypointsofagreement.They“wereheard”butstillleftfeelingdemoralized.
Whathappened?Theconversationdidnotsurfaceandidentify connectionsorsharedvalues.
Solutions
Interests
Values
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NapaCommunityConversation
Key Practice:Adjustingyourfocus
Scaleinbroadstatements:• “Canyougivemeanexampleorsituationyou’rethinkingof?”
Expandoverlyspecificideas:• “Whataboutthatideaisimportanttoyou?”
NapaStory#2
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Key Practice: Lettingothersmaketheirownmeaning
• Lettingdifferentperspectives“sinkin”• Trustingtheparticipantstoconnectdots
The“Arc”ofaConversation
Key Practice:Question“arc” forgrouplistening
•Gettingparticipationgoing:“Doesanyonehaveasimilarordifferentexperiencetowhatwasjustshared?•Mid-way– balancing:“Istheresomeonewhohasadifferentexperienceorperspectiveonwhatwe'rediscussing?”
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Keypractice:Question“arc” forgrouplistening
• Beginningtolistenforcommonground:“Whatconnectionsareyouhearingbetweenwhat’sbeingsaid?”• Testingforcommonground:“Whatarewehearingthatyouseemtoagreeon?Whatneedsmorediscussion?”
LibrariesFacilitatingUnityinCommunity
Question&Answer
IV
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