1. PREPARE YOUR TRIP
Does everyone have their ticket? Make sure your participants know the date and time of the flight and that they have written it down in their calendars.
Which airline do we fly with ? Communicate to your participants the place and room of the meeting, access and if it is remotely, the terms of connection to SquareMeeting © (which browser is recommended to them, how they can complete their profile and connect for the first time) .
Hand baggage or checked baggage? Equip your participants by sending them the preparation instructions for a subject: concern, problem, project? The conditions for taking charge of the baggage require that it be a current, real subject, and on which the participant can act.
2. ON BOARD
Everybody aboard ! Some pilots are strict, the schedule is the schedule! We take off on time. After a delay of a few minutes to allow everyone to arrive, invite your participants to “take a seat” and isolate themselves from noise, external solicitations (you put your phone in airplane mode!)
Introducing the crew: to start, the captain introduces himself as well as all the participants. We communicate on its current weather forecast. It’s inclusion!
Safety instructions: the facilitator explains the group’s rules: confidentiality, presence, listening and kindness. They are necessary for take-off.
Oxygen masks and life jackets: the host introduced the space for personal notes on SquareMeeting © and the lifebuoy (top right of the screen) “help me”.
We close the doors of the plane which launches on the tarmac for take-off.
3. WE TAKE OFF
It’s not just about admiring the clouds! Everyone will get their hands dirty and write their topic before sharing it with the group. For those who have forgotten their luggage at the airport, we remind you of the boundaries of a subject of co-development. We do not hesitate to repeat the instructions several times.
Everyone shares his subject and we check the degree of importance, urgency, the desire to pass as a customer.
We choose a client based on the desire to be a client, the desire of the group to deal with a subject and we make sure that the subjects that are not selected are however well received. For example, we avoid saying: “this subject does not interest anyone”.
The client explains his subject, we check that everyone has understood that he should not be interrupted at this time. Consultants take notes.
4. WE GET IN ORBIT
The plane reaches its cruising speed but there may still be some turbulence, so we remind you of the instructions to be applied in the clarification stage of the subject. And to avoid any misunderstanding, remember that the questions must be questions of understanding and clarification, not answers! We favor open questions to broaden the field and gain height above the clouds.
If necessary, we rephrase disguised questions to help the participant identify what he is really trying to understand / know. Value judgments are outlawed: “it looks like”, “I have the impression that” …
5. FIRST SERVICE
After this clarification step, we suggest that the group share their understanding of the need under the format “what I understand of your need is how to …” Here we validate in its checklist that there is no analysis of the subject (often tinged with judgment) and that we can clearly see what everyone understands about the potential demand.
The client uses what he hears and relies on the exchanges so far to formulate his request to the group: “help me to …”. We make sure that in our request there is a need, a difficulty to do, and to help ourselves we can validate that the request fits into this diagram: “help me to … in order to .. . given the fact that …”
6. LANDING IS STARTED
Now that the customer’s request is formulated, we refer to it to provide feedback, feedback, concrete solutions. The checklist: the customer does not respond and takes notes. The consultants make sure he has time to write down. Consultants take turns speaking to encourage the emergence of new ideas and do not repeat themselves. We avoid the “rebounds” which do not bring more.
We make sure that the consultants speak with “I”: “this is what I would do in this situation” to leave the client free to take or not the proposals made to him. He alone knows what can help him meet his request.
The client shares with the group what he wants to keep from what has been offered to him and what this has inspired him. Consultants listen without reacting. We check that the client does not justify himself on what he does not keep so as not to make an indirect judgment on the proposals which are not retained.
We make sure that the participants do not leave the boat without having shared their learning. On arrival, everyone often rushes down the aisle when the plane is not even stationary yet.
We therefore remind you of the importance of this stage of learning where everyone shares with the group the lessons they have learned from the session for themselves: resonances, awareness, …
That’s it the plane has stopped. We take the time before leaving to share our feedback on the session and how it was experienced by everyone. It’s a bit like the customs declaration post. It may be useful to make a point and come back to certain passages of the session which would need to be clarified in their form.
9. SATISFACTION SURVEY
We do not forget to come back on the subject of the previous client during the next flight so that he can share what he has been able to put in place since the last session. The group is followed up, possibly with additional reading and satisfaction indices to continuously improve as a facilitator.
In summary, here is the complete facilitator’s checklist:
⊕ Date and time blocked in the calendars
⊕ Practical information: place and room, easy access. If it’s remotely, how to connect to SquareMeeting ©, recommended browser, information about access to audio or to the conference call.
⊕ Prepare: by identifying a real, current subject, under the influence, a concern, problem, or a project.
⊕ We introduce the process and / or the tool as well as the methods of speaking
⊕ We (re) connect by giving everyone the floor to introduce themselves and communicate about their current weather forecast
⊕ We align ourselves with the rules for the proper functioning of the group
⊕ We listen to the subjects of the participants and we make sure that they are real, current, with room for maneuver. We check the appetite to be a customer and the desire of the group to contribute to a subject. We arbitrate on the choice of the final subject.
⊕ The group is guided through the questioning by maintaining the framework (: no answer, open questions), by helping the group to broaden the field of investigation, by being a modeler, by ensuring that there is no analysis or value judgment.
⊕ The group is asked to take stock of what they understand about the request at this stage, making sure that the reformulation is a question in the form: “what I understand your need is how to do it. .. “We specify that the understanding of the need is subjective, neither true nor false. That it allows the customer to see where the group is from the understanding of his request to refine it.
⊕ We listen and we help the client to refine his request “help me to … (taking into account the fact that … in order to …)”. We ensure that the request is then understood by all and that everyone feels capable of contributing to it as it stands.
⊕ We guide the group in providing creative feedback, solutions and feedback. We make sure that everyone talks to the 1st person about HIS experience to leave the customer free. We regulate speech and give the client time to take notes. We make sure that he understands the proposals made to him.
⊕ We listen to the client share the courses of action he wants to investigate in order to improve his situation. We check that the group remains in a learning process and shares the lessons it has learned from the session.
⊕ We take care not to close too quickly by giving the floor to the group for feedback on their experience of the session. There, we no longer return to the subject treated.
Thank you for traveling with us reading this article! Share your opinions with us in the comments.