Professional Capability - Training Delivery And Facilitation

Question 1

Facilitation

Answer 1

Usually refers to taking less of a delivery role and acting as a catalyst for learning

When a trainer uses facilitating methods, learners assume responsibility for their own learning

Question 2

Teaching

Answer 2

Relates more to a teller or instructor who is distributing knowledge with limited learner involvement

Generally associated with a pedagogical process

Question 3

Presenting

Answer 3

Typically denotes delivering a speech to a group of people with little two way communication

Question 4

Facilitation Techniques

Answer 4

Use active listening skills
Give clear directions
Balance participant involvement
Check for confirmation from the group
Avoid judgmental comments
Maintain focus on the process
Plan transitions
Summarize key concepts
Use silence to encourage participation
Encourage questions for clarity
Send welcoming nonverbal messages

Question 5

Facilitating Discussion

Answer 5

Asking questions: open ended, close ended, hypothetical, Socratic method

Generate ideas: small groups, listing ideas on paper, brainstorming, affinity diagrams

Enable ideas: allow time for individual reflection, use small and large groups, use prioritization, summarize the areas of consensus, establish clear next steps, allow everyone to be heard

Question 6

Online Training

Engagement Methods and Techniques

Answer 6

Chat, Polling, Break out groups / engage frequently (3 to 5 min)

Gain participants attention from the beginning (poll, post a set of quotes, live chat)

Use variety of techniques for involvement (white board, raise hand, switch between chat windows)

Use participants names when calling them (include them in examples)

Create a social aspect (share participant list, brief intro)

Question 7

Managing Conflict

Answer 7

Addressing Disrupting Learner Behavior: best approach is to prevent it from occurring in the first place

Question 8

Managing Conflict

Answer 8

Building trust with participants:
Encourage participants to establish their own ground rules and self manage behaviors

Create a climate in which participants feel free to give each other feedback

Build trust, reward appropriate behavior and ignore inappropriate behavior

Model appropriate behavior

Be open and invite individuals comments, ideas and disagreements

Question 9

Managing Conflict

Answer 9

Allow disrupters the benefit of the doubt, if it occurs again, let the participants know how their behavior is affecting everyone

Question 10

Managing Conflict

Answer 10

Managing Conflict among participants

Help participants differentiate the facts from assumptions

Remain unbiased

Stay calm and unemotional as the facilitator

Ask for clarification or summarize to confirm the real issue

Ask the tough questions that nobody else will

Create a safe environment for discussion

If needed, take a pause or flex the agenda to resolve unexpected conflicts

In extreme cases, if there is a threat, call security.

Question 11

Communicating as Facilitator

Answer 11

Using voice effectively

Opening statement (provocative, unique demo, illustration of how the topics relate directly to work experiences, visual, provoking question)

Personalizing communication; praise ideas, encourage, use names

Eye contact

Mannerism & Appearance (body language)

Question 12

Behavioral styles

Answer 12

1) Dominant/Driving: direct and decisive, candor and honesty are critical
2) Influencing/Expressive: positive and likes people, having fun is important
3) Steady/Amiable: true team player, cooperating and sincerity are important
4) Conscentious/Analyzing: serious, quality and accuracy are important