Using facilitators for better meeting outcomes By Rodika Tollefson No matter what organization you belong to, you’ve been to those meetings that go on forever or drift aimlessly from topic to topic. There’s an art to conducting efficient meetings or retreats, and while some leaders can expertly guide their teams through discussions, many find it much more beneficial to bring in someone from the outside, an expert facilitator who will not drive the discussion in his or her best interests. “It’s about having someone who doesn’t have an agenda. The facilitator is outside of the decision-making process,” said Doña Keating of Professional Options, a firm based on Bainbridge Island that offers strategic consulting to businesses, nonprofits and government entities. She said while one of the facilitator’s roles may be to keep people and time on track, even more critical is to make sure everyone gets a chance to be heard and the discussion flows in the right direction and in a mutually respectful way. “(A facilitator) is somebody who understands meeting dynamics and can ask difficult questions,” she said. There are different styles of facilitators
— from completely neutral, to more handson, and various hybrids in between. Their roles differ as well, and usually entail much more than time keeping and moving the topics along. Some will include hours of advance preparation that involves meeting with different groups within the company, while others offer facilitation as part of ongoing consulting work for their clients. Which style is appropriate for an organization will depend on the issues being addressed and the goals of the discussion. “The approach to facilitation that happens when you don’t know an organization is quite a bit different and the expectations are different,” said De Hicks, president of SCGI, a national consulting firm based in Silverdale that has 27 employees. SCGI facilitates meetings mostly for existing clients as part of its full-service organization development consulting and Hicks said typically that brings a different level of involvement compared to traditional facilitators whose commitment is more short-term. He said usually leaders are motivated to bring in facilitators due to a “certain level of discomfort” and failed
attempts to solve a problem. “It’s not just a place for folks to vent. It may be a point of new dynamics, a turning point for the organization,” he said. “(The process) is usually extremely pleasant — they almost always come away feeling engaged and with a great level of encouragement.” Getting participants to that point, however, is more about the group and their action than about the facilitator, he said. “My role is as light-handed as possible,” he said. “Folks make the significant decisions and do the work, and I point them in the right direction.” Leading the discussion in the right direction sometimes means changing gears in the process, and business consultant Jan Harrison said that means a facilitator must be nimble and able to change course. “You also have to be able to read a group and if something’s not right, be able to call them on it,” said Harrison, a Poulsbo resident who facilitates meetings and leads retreats all around the country. She gives an example of a meeting when something didn’t seem right, so she
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conducted an anonymous poll that revealed a huge trust issue with leadership, which had to be addressed for a successful outcome. “I have to be willing to ask the hard questions. I’m OK with making them uncomfortable as long as it’s for the greater good of the organization,” she said. “You have to be comfortable with constructive conflict (as a facilitator) and I use the word ‘we’ versus ‘you.’ For that time, I’m part of their team.” Facilitators could be considered the professionals looking at an organization or issue with fresh eyes, but that doesn’t mean they won’t do their homework. As one approach, Harrison likes to do a “secret shopper” run to experience how an organization works. Keating finds it helpful to both see results of previous meetings to compare them with achievements and to see gaps. She also creates surveys on the topic at hand, if they are not already available. “That typically drives the agenda. Based on the concerns and goals expressed, you Facilitator, page 28
included. Those amenities, from a growing number of restaurants to recreational from page 25 opportunities, play a big factor in creating an appeal, Halvorson said. plated dinners, and can be customized. “That’s hugely important. As Bremerton “We try to create events that fit our continues to grow and thrive, it’s a key to customers,” Halvorson said. attracting (business),” she At its peak, the said. “…The more growth center hosts as many as in Bremerton, the easier it six events a day that is to market it.” could start as early as 6 To help attract new in the morning. It’s not customers as well as new unusual for staff to visitors to downtown, spend the entire night Kitsap Conference Center on the grounds, taking hosts the Kitsap Wine down a late event then Festival. Now in its third setting up for the next year, the festival (Aug. 19morning. 20) is managed by the Discounted prices center in partnership with — 50 percent off the Harrison Medical Center “conference meeting Foundation, which is the package” — are offered beneficiary of the to nonprofits, and many proceeds. local groups from the photo courtesy Kitsap Convention Center “(Former Mayor) Cary Red Cross to the Boys Bozeman challenged us to come up with an & Girls Club have rented the facilities for event to highlight the Harborside Fountain fundraisers and other events. Park,” Halvorson said. Now the CEO of the The center also targets regional Port of Bremerton, Bozeman and current associations for conferences, which requires Mayor Patty Lent are co-chairing this year’s a lot of one-on-one marketing. “It’s where event. we spend most of our time looking for Kitsap Wine Festival will feature beer business,” Halvorson said. and wine sampling, food from local Still considered a new venue in the restaurants, live entertainment as well as a conference arena, the center requires a lot wine and gift boutique in the Fountain of promotion to attract associations — Room. which have included Rotary International “This is a win-win for us and for and the Washington Association of Harrison. It continues to bring people Firefighters. When a proposal is sent in for downtown. The city is beautiful this time of an event, a variety of information, such as year.” hotel amenities and area attractions, is