Francine has had a successful Calgary-based gourmet ice cream company for 10 years. It’s grown to 100 employees and her products are sold at hundreds of Alberta grocery stores and restaurants. As we head into the new year and a new decade, she’s planning to expand into British Columbia over the next five years. That will mean finding an office location in that province, hiring employees and prepping her team for exciting, but demanding, growth.
She describes her senior managers as her “dream team,” but when asked about the mood of her staff, she admits they are skittish about the company’s plans, and some people already feeling frustrated with their workload. How will they ever push through and handle the company’s ambitions?
Francine thinks she may need outside help to take the company to the next level. A good friend of hers, also a successful businesswoman, suggested she hire a third-party facilitator to help the team with discussions about the expansion. Her friend, after all, had a positive experience that helped her company in ways she knows she couldn’t do herself.
First, Francine is eager to have her questions answered: How can a third-party help my organization grow, make some changes to the culture and ultimately and get my employees on board and excited about my growth plans?
Maybe it’s time for a course correction
That’s where a facilitator comes in. When I go into an organization, my role is not to be an expert on the business’s service or product (although I do love my ice cream). My role is to provide the process so that the group can have the right discussions and make decisions about how to achieve the company’s goals and, in the process, change how they work together. The company or organization can be any size – as small as five or six employees or as big as 200.
You could think of a facilitator as a bit like a ship’s captain. All hands need to be on deck, and everyone needs to understand and agree on how the vessel should operate and the best route to its destination. The captain’s role is to make sure the crew has all of the tools and resources to avoid rough waters and not get lost along the way.
The first step when meeting my client is to conduct a thorough discovery. Some of the topics explored in this fact-finding stage are:
- Why is the group coming together?
- What does the meeting sponsor want to achieve?
- What does the group want to achieve?
- What is success coming out of a facilitated discussion?
- What are the critical issues? topics?
- What is the mood of the group; what kind of headspace are they in?
- What is the change that we need to see in the group?
- What will happen after the meeting?
- How are results carried forward?
Leadership through participation
Leaders realize that in the midst of big changes they can’t simply manage from the top down, but rather need to be a participant in the transition. That’s where a facilitator can help. The initial thought is, “I’ve got something I need the group to do, or I need to get something out of the group. So, I need everyone’s involvement. And, I need to be a participant in this, not lead this.”
Typically, the decision to hire a facilitator is made by an owner or a mid- to senior-level manager who has a budget to work with. They realize they need to solve a problem, need to have a series of difficult conversations, or want to explore an opportunity. The self-aware leader realizes they need to be a part of the process, right alongside staff. Making decisions together helps achieve the goal of buy-in from everyone. After all, people need to be participants in the decisions that affect their day-to-day work lives.
My role as a facilitator can span a range of scenarios: business planning; optimizing a process; establishing organizational values; exploring challenges; building solutions; exploring difficult topics; making decisions; and, helping those routine meetings go more smoothly so that everyone gets a chance to speak. This (hopefully!) leads to follow-up and accountability.
A facilitator is an enabler of change
Once I’ve completed interviews with the client and any other relevant individuals, I draft a proposal, with the opportunity to go back and forth over the details. Then the real work begins. An agenda is drawn up for the group, getting feedback along the way about objectives. Once I’m clear on meeting objectives, then the detailed process development begins. When that is done – it’s time to meet and get the ball rolling.
Of course, there are expectations on both sides. There’s an onus on the facilitator – as an enabler of change – to help the group get to tangible results. Often, employees’ expectations are high. In those first meetings, the facilitator needs to create the conditions so that people will share freely and listen to each other, which from my experience can also be a teachable moment. I’ve been in meetings where co-workers have a habit of cutting each other off mid-sentence. In this case, I introduce exercises to help people not only to hear each other but also learn to really listen.
Change doesn’t happen by magic
At these first meetings, everyone needs to be in a I’m-willing-to-hear-what-you-have-to-say mode. Biases need to examined and hold space for new ideas. The elephant in the room can be that you may or may not succeed. The facilitator’s job is to help you get there, but it may take more one session.
One experience I had involved five or six meetings over five months, just to shift the way people were thinking and how they related to each other. At the end of the process, they had defined mission, values, strategy and milestones. The leader of the organization recognized that her goal to foster change in the culture through the planning process also meant assigning an ownership team for each strategy. She chose several stewards who were made responsible for moving the changes forward each step of the way, so it was a continuous process.
I never suggest that one session can change culture, but it can scratch an itch and start to build momentum towards something exciting and rewarding.
What I’m reading this month
This is a really interesting discussion about stages of ‘adult development.’ We understand there are stages in child development, so why do we assume that development stops at adulthood? This thoughtful exploration connects leadership development with stages of adult development. Lengthy – and worth the time.
Being Wrong – Adventures in the Margin of Error, Kathryn Schulz
Being wrong is an inescapable part of being alive. And yet we go through life tacitly assuming (or loudly insisting) that we are right about nearly everything — from our political beliefs to our private memories, from our grasp of scientific fact to the merits of our favourite team. Being Wrong looks at why this conviction has such a powerful grip on us, what happens when this conviction is shaken, and how we interpret the moral, political and psychological significance of being wrong. Drawing on philosophies old and new and cutting-edge neuroscience, Schulz offers an exploration of the allure of certainty and the necessity of fallibility in four main areas: religion (when the end of the world fails to be nigh); politics (where were those WMD?); memory (where are my keys?); and love (when Mr. or Ms. Right becomes Mr. or Ms. Wrong).
Mapping Dialogue, Marianne Mille Bojer, Heiko Roehl, Knuth Marianne
In a world of increasing complexity, answers have a short life-span and people have a growing desire to solve their own problems. Sustainable social change is increasingly depending on successful dialogue. This book provides a closer look at transformative dialogue tools and processes for social change. It profiles 10 dialogue methods in depth, and another 15 more briefly. The methods covered conceptually and in case studies include Deep Democracy, Appreciative Inquiry, Open Space Technology, Scenario Planning, World Cafe, the Israeli-Palestinian School for Peace and many more. The book gives insight into the foundations of practical dialogue work, a dictionary to distinguish dialogue from other forms of conversation, and inspiration from traditional African approaches to dialogue.
See my list for other favourites.