Asking questions as a technical facilitator is a nuanced and deliberate process. All facilitators guide participants through solutions that are created, understood, and accepted by all. The “by all” part makes the role especially challenging and one that transcends a single session. Asking questions as a reliability facilitator contrasts with persuasion or manipulation, where narratives and emotions carry the day. The long game approach requires empathy, patience, consistency, and an in-depth understanding of context.
“Being a great facilitator requires commitment to your participants.”
Building a Foundation of Trust
As a facilitator, my primary focus is on building and maintaining a long-term relationship based on trust and mutual respect. Unlike one-off questions aimed at persuading or influencing a decision in the short term, facilitators ask questions that demonstrate a deep understanding of needs, values, and long-term objectives.
This approach involves two key aspects.
1 Demonstrating Empathy and Understanding
Facilitators start by asking questions that show they genuinely care about the participant. That’s why having empathy is one of the seven bones in the FINESSE fishbone diagram. Facilitators are committed to understanding their decision makers’ unique challenges and goals and putting those needs above their own.
Example: A facilitator might ask, “Can you share more about the key challenges you’ve faced in your industry and how they’ve influenced your current strategy?” This type of question shows a deep interest in the participant’s journey and helps establish a foundation of trust.
2 Focusing on Long-Term Goals and Values
While short-term questions often focus on immediate decisions or quick wins, facilitators prioritize questions that align with the participant’s long-term goals and values. Facilitators ask questions that seek to understand the context and why that context is important to each participant.
Example: Instead of asking, “How can we boost sales this quarter?” a facilitator might ask, “What are your long-term growth objectives, and how can we align our current initiatives to support those goals?” This approach makes sure the advice given is consistent with the participant’s long-term vision, further solidifying the advisor’s role as a trusted partner.
a. Navigating Complexity and Uncertainty
Facilitators are called upon to guide complex and uncertain decisions. That’s why the underpinning context of Communicating with FINESSE is communicating in high levels of complexity and uncertainty. The facilitator’s questioning techniques differ significantly from those used in short-term persuasion or manipulation. They are focusing on a comprehensive understanding of the situation and potential risks.
b. Encouraging Deep Reflection
Facilitators ask questions that encourage deep reflection and critical thinking In situations of complexity and uncertainty. They help decision makers explore different perspectives and consider various scenarios, enabling them to make more informed decisions.
Example: A facilitator might ask, “What are the potential risks and benefits of each option we are considering, and how might they impact our long-term objectives?” Such questions help decision makers look beyond the immediate issue and consider broader implications, fostering a more thoughtful decision-making process.
c. Exploring Alternatives and Contingencies
Facilitators ensure that clients are aware of all alternatives and contingencies. They ask questions that prompt clients to think about different courses of action and prepare for potential challenges.
Example: Exploring alternatives and contingencies might include questions like, “What alternative strategies could we pursue if our initial plan doesn’t yield the expected results?” or “How can we build flexibility into our plan to adapt to unforeseen changes?” By exploring these alternatives, facilitators help decision makers navigate uncertainty with greater confidence and resilience.
d. Prioritizing Open Dialogue and Collaboration
The nature of the questions facilitators ask fosters open dialogue and collaboration, creating an environment where participants feel comfortable sharing their thoughts and concerns.
e. Creating a Safe Space for Open Discussion
Facilitators prioritize creating a safe and open environment. Participants must feel comfortable discussing their concerns and uncertainties.
In a safe space for open discussion, facilitators can ask questions that invite honest feedback and encourage expressing thoughts freely.
Example: A facilitator might ask, “What are your biggest concerns about this project, and how can we address them together?”
However, if the participants feel they are getting only part of the story or being persuaded and manipulated, forget about it. You only get one shot at creating a safe space for discussion, just as you get only one shot at credibility.
f. Facilitating Joint Problem-Solving
Facilitators focus on collaborating for joint problem-solving. They ask questions to encourage participants to engage actively in the decision-making process, leveraging their expertise and insights.
Example: A facilitator might ask, “What are some possible solutions you’ve considered, and how can we build on those ideas to develop a robust strategy?” This collaborative approach empowers participants.
However, if you force-feed solutions without any open problem-solving among the participants, then forget about it. You are finished as an effective facilitator.
The C & A in CATER
The mental model CATER provides five ways to move your facilitation from good to great. CATER stands for CATER – Communicate, Ask, Trouble, Exercises, and Rhythm. Both the C and A in CATER recognize the reality of the long game.
The C in CATER stands for communicate in pre-session exchanges. As it relates to asking questions in the long game, pre-session exchanges help build rapport between facilitator and participant and help the facilitator understand the participant’s experience and preferences.
The C in CATER helps demonstrate empathy and understanding.
The A in CATER addresses asking powerful questions. Powerful questions lead participants to active thought, debate, and compelling results. Weak questions do the opposite. Introductory questions and clarifying questions are the two major classes of powerful questions.
The A in CATER helps focus on long-term goals and values.
Remember It’s A Long Game
Asking questions when facilitating reliability is fundamentally different from asking questions as a form of short-term persuasion or manipulation. Empathy and putting the needs of the participants above your own are key to effective reliability collaboration. You get one shot at when it comes to developing rapport and relationships as a technical facilitator. Asking questions about big decisions with complexity and uncertainty is a long game.
Founded by JD Solomon, Communicating with FINESSE is a not-for-profit community of technical professionals dedicated to being highly effective communicators and facilitators. Learn more about our publications, webinars, and workshops. Join the community for free.
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