Microsoft Dynamics CSM Facilitation Training Page 1 of 11 Session Plan 28 th /29 th June 2017 08.30 Preparation Admin Delivering pre-work and developing a step-wise process Handling the extraneous issues 08.30 Introduction 10 mins Settling people into the workshop Positioning the role of the facilitator Clarifying what we are trying to achieve 08.40 Three levels of learning 15 mins Contracting with participants using groundrules Use of pre-workshop interviews Validation of content being developed based on their input Use of personal checklists to drive ownership Objectives Table seating plan Moleskine notebook??? Groundrules Overall objectives and strategies handouts Experience first then evaluate slide How to use the strategies handouts slide Car Park Ensure they: Pick up two tools from the meetings clinic (pre-allocated). Try out the instructions on the paper plane. Upload Inspirometer app to provide feedback. Pre-reading re objectives & strategies for the two days People set up on the Inspirometer system with p Tag Have someone appointed to pick up with latecomers and ensure they are settled without disturbing the rest of the group Welcome people to the training, and outline the objectives of what we (together) hope to achieve over the coming two days. Explain that there is as much knowledge in the room about how to do these things, as there is here at the front. My goal is to facilitate a process by which that can be shared, to illustrate facilitation strategies in action, and to provide an environment in which they can experience the result and learn from it. Explain their role in the three levels of learning, and the importance of engaging completely for experience and to learn from it (not to sit above it & evaluate) Illustrate this in the groundrules and check that they are willing to work with me on this basis - their role to experience immersively, not disengaged critic (I need their help!!!) explain how the car park works. Lead onto the fact that in two days, skill development will be a tall order but we can at least learn the strategies so that we can develop the skills around these post training. But it will be a whirlwind blast, and I will need them to focus and move on quickly. Show them where the strategies were developed from, and share them as their own personal checklists. Explain how they will be able to use these handouts.
Event: Microsoft Dynamics CSM Facilitation Training Page 2 of 11 08.55 Facilitation rota 5 mins To ensure that people understand that there are opportunities to practice basic style aspects of facilitation and get feedback on it. To share pointers on that style. Facilitation rota on slide and on tables Handout sheets on facilitation guide (and as slide) And that there will at least be some opportunity for practicing facilitation of group exercises, and gaining feedback. Ensure that each table has a copy of the rota to move the facilitation round each. Brief guidance on facilitation: stand up, use the flipchart, ensure involvement, focus on process, maintain control, manage time 09.00 Review of Introduction 5 mins To learn from the strategies they have seen demonstrated To capture ongoing feedback Strategies demonstrated in introduction section Guidance of using feedback app Summarise the strategies they have seen demonstrated in this, and give them a few minutes to capture their thoughts on them. Then ask them to go to the app to provide feedback on how they feel about the process so far and make sure they leave helpful comments if they criticise. on the intro Show them how they can see progress 09.05 Group objectives/ goals 5 mins To explain the purpose and process for this section on training goals To set the process and the facilitator for the first syndicate exercise Objectives of facilitation training Syndicate brief Facilitation rota Facilitation basics Explain that in the last I laid out some general goals for this training, but that I would like to make them more specific, so they better meet individual needs, and so we can work on them together. Explain the process that we will follow to do that. What are the gaps in the room? A weakness for one is a weakness for the group, conversely a strength for one is an opportunity for the group. Use the rota to identify the table facilitator for the next. Remind them of the basics. Groups set up with facilitator for the syndicate exercise 09.10 Syndicate 25 mins To capture perceived current strengths and weaknesses in the group against the style and process aspects of our facilitation objectives. Syndicate brief Green and pink post-it notes Flipcharts Refer back to our objectives for this training and allocate them to different tables. Put up the syndicate brief, and ask if the facilitators are clear on what is being asked. Explain that the postits will be taken out of context, so they need to write each strength and weakness unambiguously. Keep an eye on how facilitation is taking place. Strengths and weaknesses post-its for the different objectives 09.35 Facilitator feedback 5 mins To enable table facilitators to receive feedback that can help them develop Rules of feedback App Invite people to take a minute or two to provide feedback to their colleagues show them on the large screen how to do this, and the rules of feedback. Facilitator feedback 09.40 Strengths and weaknesses affinity 30 mins Techniques for multi-channel participation (as demonstrated) Affinity panels: style strengths, style weaknesses, process strengths, process weakness Create the areas for four affinity diagrams. Explain the affinity process and its power, and the key rules that apply. Split the group up to work on the four different charts and develop an understanding of current strengths and weaknesses. 10.10 Coffee 20 mins
Event: Microsoft Dynamics CSM Facilitation Training Page 3 of 11 10.30 Walkround 30 mins To demonstrate the walkround process. To share and refine what we are working to address in the training. 11.00 Individual feedback 5 mins To learn from each other on what is working for people and what is not 11.05 Agenda for the two days. 11.30 Reflection on the last 25 mins To explain the process for the to days. To highlight where it needs to address specific weaknesses. To illustrate sharing responsibility for outcomes. 11.35 Paper plane exercise 15 mins Clarity on what we are trying to achieve (at the meta-level) To raise the energy of the group 11.50 Exploring the factors in success 12.05 Lunch 60 mins 15 mins To enable group reflection on factors in success 13.05 Essentials of success 20 mins To illustrate that their own observations of the key factors which influence success come down to four things. To illustrate meta level thinking Walkround process explanation Timer slide Coloured counters App Sticky dots in green and red. Handouts of the agenda for the training. Agenda on slide. A4 sheets of coloured paper Printed detail instructions Scissors Meta-instructions and timer on slide Brief on slide and timer Flipchart Meta level slide Explain the walkround process, and that they will all need to be able to explain their chart to others. Give them a few minutes to discuss their chart together, and hand out counters for the walkround groups. Then ask them to split into their walkround groups and begin the timer. Invite them to take a few minutes to provide each other feedback, and to keep it in balance. Ensure they know how to see their results Stick up the agenda for the two days, and give them sticky dots for those concerns which they think are covered and those they are still concerned about. Explain that I will bear these in mind as we go through the 2 days & where possible I will link them in to what we are doing (so can they!) Is this okay with them? Appoint observers for the next, and explain the role of the observer to everyone. Remind them of their preparation in making paper planes, and ask how they got on with it. Explain that they have an exercise, on the table. The task is to complete it together using only one hand each. They have 10 minutes to create and launch their origami paper aeroplane, and they have to involve everyone in the process. Start slide timer going. Invite the observer to facilitate a 10 minute discussion on what helped and hindered success. Ask the observers, based on their observations and the discussions, what helped their particular teams make progress, and then ask them what hindered their team s progress. Lay them out in the quadrants without explaining. Then ask people why I have laid it out as I have and draw the dividing lines. Ask them what each quadrant represents. Then use this to explain the meta-level, and the core role of the facilitator in success. Shared understanding of the areas to tackle Individual feedback. Remaining concerns and areas for focus Observations on what helps and hinders process in an exercise under stress. Notes on success factors The four essentials illustrated by their own examples
Event: Microsoft Dynamics CSM Facilitation Training Page 4 of 11 13.25 Facilitation basics 10 mins Understand what facilitation actually is in regard to the group Slide on process and intervention But how do facilitators ensure those essentials - what is facilitation? Explain the nature of process & intervention. Facilitation definintion 13.35 Reflection on the last 13.40 Introduction to interviewing 5 mins To introduce the topic on interviewing To show its importance in designing and setting expectations for the workshop Slides to introduce interviewing section Ask the question that, if your role is to provide process and intervention to ensure the essentials are in place, how do you know where people are starting out from? Pick up on the need for interviews, and then ask the question but why should the CxO give you her time? The answer is because you can make her dreams come true! (Even though you might not know it yet) 13.45 Syndicate on what is the potential of what they can facilitate for the client 25 mins To draw out people s understanding of the real potential that their work has for their clients To stretch perspectives on the possibilities Syndicate brief Facilitator rota Timer on slide Reverse fishbone diagram Appoint facilitators, and explain the syndicate brief. Get them to lay out a reverse fishbone diagram for this exercise. Imagine the client's company is yours, what difference could not just the s/w but the experience of working together to implement it make to your business - if you had a magic wand - what sort of cultural, performance, impact, could the best possible adoption of a Dynamics product make to your business? Thoughts on the potential of what they are doing to transform 14.10 Syndicate feedback 20 mins To share important visionary elements of what might be possible for the client To illustrate another form of syndicate feedback To highlight the importance of valuing input Thoughts on the potential of what they are doing to transform Invite tables to do selective sharing of their conclusions an item you hadn't thought of before. Draw these to a flipchart. Then ask, why did I draw these to a flipchart when you already have them written there? Draw out that it is about valuing input, and link it to the importance of taking notes in interviews and meetings. Key visionary items of the possible benefits
Event: Microsoft Dynamics CSM Facilitation Training Page 5 of 11 14.30 CxO Interviewing Strategy 14.50 Tea 15 mins 15.05 Syndicate on CxO interview questions 15.40 Reflection on the last 15.45 Introduction to listening 20 mins To set a question strategy to enable interviewee value To make it more likely that CSMs can conduct interviews to understand attitudes and pre-empt agendas 35 mins To give people opportunity to think up questions which really have the potential to add value and insight (and to have examples of these) 15 mins To explain that listening is a skill, and it has techniques which enable us to get better at it Slide of mundane questions Slide of exciting questions 2nd arrow slide Facilitator rota Syndicate brief CxO list to divide among the tables (& warning that this may be red herring) Slides on listening, and the use of questions and follow up questions. Techniques for really listening. Put up a slide of conventional questions & ask group to think back the CxOs they have met and how they would feel about answering these questions. Why? Then put up a slide of more visionary questions, such as: their own magic wand vision, legacy, personal perspective on the factors in their progress; how they want to use this opportunity to see their people (& colleagues) grow and link these to their last exercise. Ask how those same CxOs would feel about answering these questions. And why? Draw out that the CEO rarely has the opportunity to debate and discuss these things, and they value the opportunity. Ask CxOs about their people s vision for this, and their people's concerns, and what their people see as the obstacles. Sadly most CxOs would have to guess, but this begins to build permissions for interviews, and the role of the workshop in reconciling these into a rich and powerful way to move forward. Appoint facilitator The tables undertake an exercise to think of questions which a BDM might like to engage with. These are put up as a flipchart and people are invited to wander round individually to see the other groups output (for other CxOs) and to capture these (photo). Explain that the real skill in facilitation is coming up with questions, not answers. Our mind tends to the latter, but we need quick minds to turn them to the former. Lead onto the importance of follow-up questions from following the flow. And using questions to drive dialogue in group situations. Interviews are not just what you prepare for - they are an adaptive learning process - listening skills. Explain open & closed questions, and gaining permission for asking naive questions. Depending on the weather, introduce either the room in my house exercise or the walk and talk. Example questions that CSMs can adopt in their interviews
Event: Microsoft Dynamics CSM Facilitation Training Page 6 of 11 16.00 A room in my house 50 mins To provide an opportunity for people to really listen and build up a picture without assumptions Listening brief Questions for the observer to pose at the end Split into threes with a interviewee, a listener, and an observer. Introduce the counselling exercise - a room in my house and what the listener needs to do in their own mind. Give them time on this. Then ask the observer to pose questions to the listener and see if they can get the right answer. Or Walk & Talk To provide a different opportunity for people to use listening skills to draw out a vision in the colleague Walk and talk question sheet Map of the route Explain the rules of the listener in walk and talk and ask who is up for following them. Appoint them as the listeners, and pair them up with someone to walk with outline confidentiality rules. 16.50 Budgeting/targeting interview time in our work 30 mins To illustrate the use of positioning to drive debate To set aspirations to properly interview clients To illustrate letting the debate go wrong in order to get a mandate for process change. Clothesline Briefing and timing slide Explain how the clothesline works, and put up the question: How much of our time should we budget for BDM interviews as a CSM Target!? Use the clothesline to drive debate. Allow the conversation to topple over itself and then use that occurrence to flag the issue with the group and propose a process change to the discussion. Develop a target answer for people, and ask them what they saw as the advantages of the process. Understanding the clothesline Aspirations for interviewing 17.20 Reflection on the last 17.25 Plans for this evening and tomorrow 5 mins 17.30 End of Day 3
Event: Microsoft Dynamics CSM Facilitation Training Page 7 of 11 08.30 Start of Day 4 08.30 Introduction to Day 4 10 mins To settle people back into the training, and ensure they are refocused on the objectives Objectives & agenda slide Their role Welcome people back. And remind them of their objectives in engaging with this training and what we are going to work through today 08.40 Body Language Introduction 15 mins Reading the room. Spotting problems. Becoming more aware of body language and how we can listen to it Slides of body language pictures Composite pictures Basic body language guidance Put up a series of picture of me demonstrating different aspects of body language, and ask people what are likely to be the next words out of my mouth? Explain that our stance conveys a lot more information than many people realise, and that there are certain things that we can pick up on the most commonly cited one is crossed arms. Lead onto clusters. Come back round to the fact that although there is all sorts of models of interpretation applied to this, the reality is we pick it up anyway, as long as we remain mindful of doing so. Understanding how to read body language subconsciously 08.55 Body Language Practice 15 mins To provide an opportunity for people to practice reading body language, and also see how difficult it is to fake Invite people to try out example attitudes in pairs, and to see how they get on. Ask for observations back to the front of the room, and use this to highlight that it is difficult to fake we have to actually be there 09.10 Using Body Language Ourselves 10 mins To help people understand how to recognise and modify our own body-language to influence attitudes Crib sheet of examples for me to adopt in engaging the group so they can see the effect. Ask the group what difference it makes to the mood of the room if I adopt the following stances when leading them? And demonstrate some. Draw out the discussion. Lead on to the idea of environmental modification and provide some examples of how this can be done, and in particular the use of a seating chart 09.20 Power positions around a table 10 mins To explain how to use prearranged seating to better balance discussions Seating chart diagram on a slide Explain the slide on seating positions and how to adjust them for more balanced outcomes. Ask if this rings true in their own experience 09.30 Reflection on the last
Event: Microsoft Dynamics CSM Facilitation Training Page 8 of 11 09.35 Learning cycle exercise 15 mins To provide experience of the learning cycle by making it more evident To use that experience to help people understand their personal preferences within it RTPA activities listed on slides with a timer on each Warning about what their real goal is in this exercise Ask them, why is the ability to read body language important to us? Lead onto the idea that the processes we follow may not be experienced the same way by everyone in the room, and this gives us a way to monitor this. Explain that the next exercise will help us to understand more about this aspect of facilitation. Give them two sets of 90 second cycles on RTPA to refine and accelerate their plane building process - with instructions on RTPA. Remember your goal is learning, to paper aeroplane building - so stick to the rules - don't break them. Understanding Kolb s cycle and their preferences within it 09.50 Learning Styles exploration 15 mins To illustrate the use of perspective segregation to drive discussions Syndicate brief for the RTPA discussions Ask everyone, which of the four RTPA steps did they feel they would have most liked to spend more time in and to go to that corner of the room. Ask the newly formed groups to think about why they particularly like that step of the process, and to consider what would frustrate them about spending a lot of time in an activity that is entirely another corner? Characteristics of the different learning styles 10.05 Learning Styles feedback 15 mins To share understanding of the different styles Ask each corner to give a quick overview of their conclusions to the rest of the group. Then say we will have a break and ask them to return to their respective corners after the break 10.20 Coffee 20 mins 10.40 Kolb s cycle 15 mins To share the underlying theory to their experience and the implications of that Kolb slides Ask them to remain in their learning style groups for the moment, and lead onto Kolbs Learning cycle. Preferences, differences. What are the implications? 10.55 What sort of questions are most likely to engage the different styles 10 mins To develop helpful questions for each of the different stages/styles of learning. Slide with time on example questions Return to the idea of questions, and using questions as part of their process with the client Ask them to develop example questions which play to their preference which really engage their interest in providing an answer. Get them to write up their top 3 big and bold. Example questions 11.05 Questions feedback 10 mins To share a variety of questions which can help people facilitate client groups Example questions Get each group to quickly run through their favoured questions to the rest of the group.
Event: Microsoft Dynamics CSM Facilitation Training Page 9 of 11 11.15 Pulling the learning cycle questions together 11.30 Why this learning stuff 11.35 Reflection on the last 15 mins To develop ownership of the set of questions across the whole group To equip them with a valuable part of their facilitation toolkit 5 mins To get them to appreciate learning lies at the heart of our process for success 11.40 Process Activities 15 mins To develop a shared understanding of the client activities a CSM needs to facilitate Using individual listing as a primer for brainstorming 11.55 Activity for after lunch 12.00 Lunch 60 mins 13.00 Process Flexibility Syndicate 13.30 Process Flexibility Walkround 5 mins To prepare people so they can immediately get started on the next exercise as they return from lunch 30 mins To develop an understanding of the range of process alternatives which exist to support our work. To propose a viable set we can consider for each client engagement 45 mins To share the alternative tools to the current client activities Question slide Question slide Flipchart Syndicate brief Syndicate brief & timer Meeting clinic items from prereading Tool selection chart on slide and as handout Alternative processes to support the client Ask the group overall what they think of the questions that have been proposed. Remind them that we all have to go through the whole cycle, but keeping a balance of these questions can help to assure peoples interest is maintained and that they (as the facilitator) get progress while doing a lot less of the input. Ask the group, what has the SPW, or any other aspect of our work, to do with learning? Pull out that its all about learning, and the faster learning takes place the quicker the client arrives at a common conclusion they believe in Get people to return to their original tables. Get people to begin to individually list the answers to the following for 60 seconds, and then throw open to the group syndicates Flipchart the key activities that a client may need to work through to end up with commitments to progress the success plan and take ownership for it? Divide those activities to different tables? Run through how we will look at these activities after lunch and ensure each table knows who its facilitator is, and what they are doing Appoint the next facilitator People use the meetings selection chart to identify viable options for the client process activities, and share their pre-reading on these. They jointly debate what they are trying to do with the client and what alternatives they may have to the process (SPW or other client processes) and to put this up on the wall. Split the syndicate up into walkround groups and use a timer slide to push them through the various stations to get insight into the options from the host presenter Example questions to take away Key activities the client has to work through Alternative processes to support the client
Event: Microsoft Dynamics CSM Facilitation Training Page 10 of 11 14.15 Role of structure 40 mins To establish the importance of order on the learning of the client in arriving at commitment http://help.inspiro meter.com/csmft/ Ask people about the role of scheduling the activities on learning. And put up the Jim panicked slide and work through it. Then take them through the wordlist exercise and get their feedback via survey monkey. Results: https://www.surveymonkey.net/analyze/pf_2baxsvi_ 2Ftm_2FFhLtecCEPAOcc65m3RDOR6wyUJDSmjE_3D Work through the feedback and explain the various effects. Ask the group, what do they see as the implications of this for how they work with their clients. 14.55 Reflection on the last 15.00 Tea 15 mins 15.15 Introduction to handling conflict 10 mins To help people understand the sources of conflict as key to resolving conflict, and the role of interviews in that. Slides on conflict Run through the main reasons for conflict, and how that helps us in finding solutions to reconcile it. Explain the role of interviews in enabling us to not only gain that understanding, but also to head it off through our process selection and through developing trust before the process starts. 15.25 Syndicates on conflict 45 mins To equip people with practical strategies for handling conflict within their client interventions Facilitator rota Draft list of issues requiring intervention Appoint facilitators. Explain the syndicate brief to identify what are the situations they most fear. And then to work through what are their solutions to those. Proposed solutions to resolving conflict 16.10 Syndicate feedback 30 mins To share practical strategies for handling conflict Proposed solutions to resolving conflict Syndicate feedback (presented). Pick up on engaging the Chief customer as the custodian of some of this role (arbiter) 16.40 Reflection on the last (And to present facilitator feedback)
Event: Microsoft Dynamics CSM Facilitation Training Page 11 of 11 16.45 Wrap up 30 mins To close out the training and ensure that the objectives have been met 17.15 Plan for tomorrow - Dilip 17.30 End of Day 4 15 mins Objectives Prioritised weaknesses Car Park Come to the edge poem Clear out remaining items on the car park and review the prioritise weaknesses post-its to identify any that still remain, and how they might be handled. Check back on the objectives to see that they have all been met, and present the feedback to this point. Invite the group to post their final feedback, and leave them with the John Logue poem to finish Timing 08.30 to 17.30 each day