Facilitation Tips and Tools April 2016 Beth Marsh Business - PowerPoint PPT Presentation

Facilitation Tips and Tools April 2016 Beth Marsh Business Analysis Community of Practice SharePoint - https://sp.countryfinancial.com/teams/COPAnalysis/MemberSite/_layouts/15/start.aspx#/

Objectives 1. Facilitation Uses 2. Tips & Tricks 3. How to Prepare S U BA BA C Skills Techniques C E S COUNTRY FINANCIAL Business Analysis Community of Practice 2

What is Facilitation? How do we facilitate? • By listening o The most important skill of a facilitator • By watching o Body language communicates loudly To facilitate is to make easier COUNTRY FINANCIAL Business Analysis Community of Practice 3

When to use facilitation? • • • Workshop Meetings Sprint planning • • • Kaizen Cost/Benefit Analysis Solution design • • • Project Kick-off Requirements review Choosing a vendor • • • Brainstorming Decision making Determining metrics • • • Root cause analysis Planning Risk assessment • • • Team building Lessons learned Communication plans • • • Goal setting Develop SLAs Ideal future state • • • Process mapping Future state Develop roadmap • • • Requirements User story workshop Identifying elicitation stakeholders COUNTRY FINANCIAL Business Analysis Community of Practice 4

How to create and maintain engagement 1. Managing different personalities 2. Managing conflict 3. Remote participation COUNTRY FINANCIAL Business Analysis Community of Practice 5

How to create engagement  Ice breakers  Emotional rollercoaster  Roles (time keeper, scribe)  Get to know your participants  Assign seating  Encourage participation  Breaks  Brain breaks  Use humor  Keep session moving  Come prepared COUNTRY FINANCIAL Business Analysis Community of Practice 6

Managing Personalities Forming, Storming, Norming, Performing Quiet Domineering Checked Out • • • Ice breakers Make sure to document Stand by them what they’re saying • • Get them involved – take Talk to them over a • Get them involved – take break notes, write on board, notes, write on board, time keeper, etc. • If you know someone etc. • takes a while to process, Call on them • provide pre-work Call on others • If multiple people are • • Send something post- Talk to them over a checked out - rethink the session break activity or take a break COUNTRY FINANCIAL Business Analysis Community of Practice 7

Conflict  Not all conflict is bad!  Assign seating  Break up groups  Activity  Take a break  If necessary, stop the session COUNTRY FINANCIAL Business Analysis Community of Practice 8

Remote Participation  Set ground rules, like any other session  Take advantage of the whiteboard option on Lync  Introduce attendees  Send documents ahead of time  Call on remote participants  If possible, have someone assist with technology COUNTRY FINANCIAL 9 Business Analysis Community of Practice

What tools can I use? - Activity 1. Break into groups 2. Pick a facilitator 3. Discuss what tools/techniques have worked for you in the past • Can also discuss what didn’t work Example: COUNTRY FINANCIAL Business Analysis Community of Practice 10

What tools can I use?  Parking Lot  SWOT Analysis  Emotional Rollercoaster  Personas  Voting  RACI  User Stories  Decision Tree  Fishbone  Gap Analysis  Cause and Effect Diagram  JAD  Value Stream Map  Process Modeling  SIPOC  Benchmarking  Context Data Flow  Use Case Model  Mind Mapping  Brainstorming COUNTRY FINANCIAL Business Analysis Community of Practice 11

Preparation • Invite participants & book room • Clear Objective(s) • If possible, meet participants and do a pre-interview • Gather supplies (paper, post-its, markers, etc.) • Plan activities o Begin with end in mind o Imagine how they might play out • Plan for alternate activities • Think through potential problems and solutions • Determine deliverable format • Access to snacks/beverages/meals • Create an agenda COUNTRY FINANCIAL Business Analysis Community of Practice 12

Sample Agenda Improve Workshop Agenda Start Time End Time Agenda Item Supplies Needed Desired Outcome January 13, 2015 Kaizen Kick-Off - Andrea Talking Points An understanding of support and the importance of the 8:00 AM 8:15 AM Phone project. Empowerment. • Introductions Ice Breaker Activity • What happens in here, stays in here • • Agenda • No titles Be flexible! • Icebreaker • Respect each other’s opinions 8:15 AM 9:00 AM • Discuss Deliverables • Out of the box thinking • Workshop Deliverables Current State • Slides Understand the current state, and know what root causes we • Scope • Plotter Print Out need to address in the future state • Project Charter • Pie Chart 9:00 AM 10:00 AM • • Value Stream Map • Fishbone Start with the end in mind • Root Cause Analysis 10:00 AM 10:15 AM Break Benchmarking Discussion Geico Example Get the team to think innovatively - outside of what • Geico Utility Examples COUNTRY Financial has done or does currently. 10:15 AM 11:00 AM • Other Examples • Flipchart Ideal Future State Map of Ideal Future State • Be realistic with time -Maybe break into two teams? • Whiteboard - Think Blue Sky 11:00 AM 12:00 PM • Post Its • Markers 12:00 PM 1:00 PM Lunch estimates Review pre-reading Article and Behavioral • YouTube Videos Creative, outside of the box thinking. Get back into the swing • Article (Pre-Reading) Science of things after lunch. • How do we “train” our Customers - Postcard https://www.youtube.com/watch?v=osUwukXSd0k&list=PLB6 You don’t want to rush good o 1:00 PM 1:45 PM example E8BB711E0969F2 https://www.youtube.com/watch?v=ywWUDgHdoSk&list=UUr FsVDPsOBGMGrYrEQwun6g thinking but also do not want https://www.youtube.com/watch?v=4cJ08wOqloc • Post-its Brainstorm Practical Future State Multiple, creative ideas, from the whole team. • Markers - What do we do? How do we get there? Put ideas on the white board and match up any duplicates. to waste valuable time 1:45 PM 2:45 PM •White board - Everyone will individually write ideas on post-its. Easily moveable and useable for following activities. o 2:45 PM 3:00 PM Break Allow for wiggle room • Post Its Ease of Completion/Impact Priority Criteria Matrix • Markers 3:00 PM 3:45 PM - Determine what to pursue • Paper with Matrix 3:45 PM 4:00 PM Debrief January 14, 2015 • Recap of previous day • Make sure to include breaks • Obtain feedback 8:00 AM 8:15 AM • Agenda for the rest of workshop Create a detailed process flow • Post Its Updated Value Stream Map 8:15 AM 9:15 AM • Markers What impact would we have for each step? Have/add data. • Whiteboard • Post Its Create a timeline for completing items Implementation Schedule Matrix • Markers • - Use the Priority Criteria Matrix Plan for additional activities, 9:15 AM 10:00 AM • Priority Criteria Matrix • Paper with Matrix 10:00 AM 10:15 AM Break • Post Its if needed Recap/What is our Final Proposal? Proposal • Markers 10:15 AM 10:45 AM - Make sure we are all in agreement. • Whiteboard - Make sure no ideas were overlooked. Risk Assessment Matrix Prioritize risks of the process. 10:45 AM 11:15 AM Risk Assessment Identify and prevent defects. RAIL RAIL template Identify all tasks that need to be completed to be successful. All participants know who is responsible for each outcome 11:15 AM 12:00PM - Ownership - Plan for moving forward 12:00 PM 1:00 PM Lunch Prepare for Report Out Consensus among the team members 1:00 PM 2:00 PM - Everyone speaks to a couple of slides - Discuss talking points Practice Report Out 2:00 PM 2:45 PM - Make sure main points are being hit on 2:45 PM 3:00 PM Break 3:00 PM 4:00 PM Report Out to Management PowerPoint COUNTRY FINANCIAL Business Analysis Community of Practice 13

Activity – Planning for Facilitation 1. Break into groups 2. Pick a facilitator 3. Prepare an agenda for a workshop on determining the best method of grocery shopping • What is the objective? • What will the deliverable be? Item Timing Tool/Technique Opening/Objectives/Define 5 mins Uses 5 mins Brainstorming Engagement 8 mins Brainstorming, Helper Examples Remote Participation 2 mins Lync – Whiteboard Tools 10 mins Activity (5 for activity, 5 to discuss) Preparation 15 Agenda example, Activity (5 discuss, 5 activity, 5 debrief) Summary/Questions 10 mins COUNTRY FINANCIAL Business Analysis Community of Practice 14

Debrief/Lessons Learned  End on a positive note  Explain next steps  Thank the participants COUNTRY FINANCIAL Business Analysis Community of Practice 15

Debrief/Lessons Learned  Listen & watch body language  Know your participants and work with them  Keep in mind remote participants  Plan activities to reach deliverable(s) and plan for alternate activities  Preparation is key! COUNTRY FINANCIAL Business Analysis Community of Practice 16

Thank you! COUNTRY FINANCIAL Business Analysis Community of Practice 17

Questions? COUNTRY FINANCIAL Business Analysis Community of Practice 18