Contents -- Preface -- 1 Introducing facilitation -- What is a facilitated workshop? -- The facilitator's role and style -- What a facilitated workshop can do (and can't do!) -- Test your attitude to facilitation -- The workshop lifecycle -- 2 The psychology of groups -- Social behaviour -- Types of group -- Pecking order -- Group norms -- Coalitions -- Typical roles -- Common goals -- 3 Planning a facilitated workshop -- Getting a clear purpose -- Inviting participants -- Doing the right research -- Designing the workshop -- Workshop tools and techniques -- Putting it all together -- Producing an agenda -- 4 Running a facilitated workshop -- The facilitator's responsibility on the day -- Introducing the workshop -- Questioning and listening -- Managing the discussion -- Capturing and using workshop data -- Handling difficult situations and difficult people -- Body language -- Extracting workshop actions -- Important issues arising -- Making decisions -- Closing the workshop -- 5 The workshop environment -- Location -- Equipment -- Seating -- Safety -- Food and drink -- Breaks -- Group-work areas -- Interruptions -- Mobile phones and pagers -- Pens and paper -- Name cards or badges -- 6 What to do afterwards -- Informing participants -- Informing the workshop sponsor -- Informing other parties -- Reporting back -- Dealing with workshop actions -- Dealing with issues arising -- What next? -- Example reports -- 7 Other issues surrounding the use of workshops -- Workshops as part of the organizational change process -- Using external facilitators -- Improving your facilitation skills -- 8 Worked case studies -- Help-desk review workshop -- Standards and procedures workshop -- IT strategy workshop for senior managers -- Prototype review workshop -- 9 Special case workshops -- What is a special case workshop? -- Top team workshops.

Cross-cultural workshops -- 10 Facilitating virtual meetings -- Virtual teams - how do they work? -- Pros and cons of a virtual meeting -- Virtual meeting technologies and their applications -- Tips for facilitating a virtual meeting -- Dos and don'ts for virtual team managers and team members -- 11 The facilitator's complete checklist -- Checklist 1: Questions to ask upfront -- Checklist 2: Questions to ask when designing the workshop -- Checklist 3: Questions to ask about the actual event -- Checklist 4: Questions to ask afterwards -- APPENDIX Answers to questions -- Introducing facilitation -- The psychology of groups -- Planning a facilitated workshop -- Running a facilitated workshop -- The workshop environment -- What to do afterwards -- Special case workshops -- References -- Index.