This is the question that brought together 69 facilitation, communications and change management professionals over two one-hour twitter chats on October 23, during International Facilitation Week. In this post I’ll share six top tips and some of the tools that were shared in response.
The twitter chats were co-hosted by Michael Ambjorn of the International Association of Business Communicators (IABC), Faith Forster of the Change Management Institute (CMI) and myself for the International Association of Facilitators (IAF). Our aims were to bring people together to connect with and learn from each other on a topic of mutual interest, and also to make connections and foster broader collaboration between our associations and between our professions.
Participants were located as far afield as Canada, USA, Serbia, UK and India. Our experience of change included local and international work with large and small organisations in a variety of sectors and industries including health, education, IT, faith and international aid & development.
So what did we learn? What does it take for people to align behind change?
1. The context must be conducive. People align behind change “when external pressures have made the need for change evident”. “The facilitator as midwife can only help a client that is already pregnant”!
2. High level vision and goals, and ideally values as well, must be clear and shared. Alignment happens when there is “a clear purpose… before a decision on what to do, a focus on energy & momentum for change”.
3. There must be inclusive and authentic participation. “Holistic participation in co-creating vision is the key to create buy in”. “Co-design, co-creation, collaboration”. “Convene all with a stake in change”. “Everyone wants change, but no-one wants to be changed”. Alignment does not happen “when when people forget that changes requires the involvement of others” or “when change is imposed from above without proper consultation or facilitation”.
4. Humility, patience and deep listening is required. “Be honest and transparent about the challenges that will be faced, otherwise when failure happens you lose people’s trust”. “Take time, constant process checks, take time, listen, take time, acknowledge resistance (did I mention take time?)”. “Come to terms with the antibodies in the system and talk candidly about them”. “The disruptive power of good listening skills”. “Pay as much attention to the intangibles amongst people as to what is explicitly being said”.
5. Be open to what needs to emerge, while remaining focused on the vision. “Start with possibilities rather than a project plan” and “be aware of groups emerging needs… [allow] the group synergy to flow”. Alignment did not happen “when people didn’t respond to emerging needs, and when personal issues took precidence over common vison”.
6. Nevertheless, leadership must also be be clear, decisive and inspiring. “Be a leader that makes tough decisions. The notion of change is disruptive, but strong leadership can mitigate people risk”. Make a “powerful invitation, expressed openly with integrity”. “Discussions about change are so often are negative, ie. about failure – we need to inspire people, enable them”.
What tools and techniques can help?
Favoured approaches to addressing the challenges of aligment and change included the Art of Hosting/Art of Participatory Leadership, Organisational Development, Quality Management, Coaching and Mediation, Graphic Facilitation (especially in multilingual contexts), the work of Perry Timms on ‘hacking adaptable organisations’ and of course ICA’s Technology of Participation (ToP).
Some of the particular tools referenced were Story Boarding and Lead with a Story, My Goals My Action Steps, Power/Interest Matrix, RASCI, Ladder of inference, CSITO’s Constellation Collaboration model and the ToP Focused Conversation method.
What can we learn from each other?
What can communications and change management professionals learn from facilitation? “If you want to bring people with you you have to involve others, and facilitation is a great way to do that”. Facilitation “can help transform communications ‘from cascade to conversation’” – “communicators can learn from facilitators about how to structure conversations once people are engaged”. “Change management can get caught up in project management processes – facilitation keeps the focus on what is important”. “At a simple level, facilitation can help managers learn to run more productive and enjoyable meetings”.
What can facilitators learn from communications and change management? How “to get people ‘in the room’ for facilitation, to engage all those who will never be ‘in the room’… and to communicate the results”. Also “good use of data gathering tools”, “ways to measure/evaluate the outcomes of their facilitation work” and how to “draw out stories as they relate to the task at hand, and use these stories for sense making”.
We could all benefit from each other’s professional standards and competency models – IAF’s Facilitation Core Competencies, IABC’s communications Global Standard andCMI’s Change Management Foundation & Master Competencies.