Contents -- The author -- Acknowledgements -- Introduction -- 1 Consulting with clients -- Introduction -- Types of consulting style -- Choosing a facilitator -- Comparison between external and internal facilitators -- Making initial contact -- First meeting -- Contracting -- Deciding whether to co-facilitate -- Participants -- Facilitator's roles -- Advertising and promotion of the workshop -- Making contact with the workshop group beforehand -- Fees and costs -- Documentation of workshop data -- Checklist of agreements -- Converting a needs analysis to a draft workshop plan -- Questions regarding venue -- Second meeting: renegotiation -- Preparing participants for a training workshop -- Preparing participants for an interactive meeting -- After the workshop: follow-up with the client -- Mistakes and misunderstandings in consulting -- Keeping in contact with clients -- Web site design -- Conclusion -- 2 Beginning a workshop: contracting, icebreakers and developing trust -- Introduction -- Prepare: the P7 principle -- Developing presence -- Facilitator introduction and building rapport -- Introducing the workshop -- The purpose of the workshop -- Contracting -- The emotional side of group formation -- Icebreakers -- Introductions -- Learning names -- Group structures -- Processes for forming groups -- Problem-solving activities -- Building trust -- Building cooperation -- Energizers -- Conclusion -- 3 Basic facilitation toolkit -- Introduction -- Dances with participants: questioning and listening -- Basic facilitative interventions -- Questioning processes -- The 'ORID' or focused conversation debriefing process -- Keys to understanding new concepts -- Developing the emotional tools of facilitation -- Visual language tools of facilitation -- Card sorts and storyboarding -- Collecting the physical tools of facilitation -- Conclusion.

4 Processes to involve all the senses -- Introduction -- Ways of describing differences in people: diagnostic questionnaires -- Aesthetics/space -- Sound -- Silence -- Poems and metaphors -- Metaphors and job roles -- Stories -- Movement -- Drama-based processes -- Visuals -- Spiritual dimensions of facilitation -- Eating together -- Celebrating -- Conclusion -- 5 Cross-cultural and diversity issues -- Introduction -- Opening ceremonies -- Language -- Misunderstandings -- Experiential learning -- The transitional learning model -- Myths -- Giving and receiving feedback -- Facilitating bi-cultural groups -- Facilitating cross-cultural feedback -- Mirroring process -- Creating value with diverse teams: mapping, bridging and integrating (MBI) model -- Conclusion -- 6 Difficult situations -- Introduction -- Preventing inappropriate behaviour -- Who and what you should confront -- The intervention cycle -- Generic confronting skills and techniques -- Confronting the whole group -- Acts of god process -- Confronting a small group -- Generating your own strategies -- Making the best of a situation -- Conclusion -- 7 Creative and reflective processes -- Introduction -- The development of creative journals -- Various journal writing strategies -- Writing blocks and how to overcome them -- Reviewing your journal -- Uses of creative journals -- Evaluation of journal writing -- Uses of journal writing -- Tips -- Conclusion -- 8 Facilitating meetings -- Introduction -- Robert's rules -- Common problems in meetings -- Methods to improve productivity and collegiality in meetings -- Agendas, minutes, timekeeping, sharing roles and responsibilities -- Encouraging dialogue rather than debate -- External versus internal facilitators -- Evaluating meetings -- How to encourage resistant groups to use new techniques -- Technology -- Conclusion -- 9 Planning processes.

Introduction -- Letting go of the past -- History telling process: looking back -- Planning the future in groups -- Mind movies -- Fantasy Friday exercise -- The search conference process -- Scenario planning -- Conclusion -- 10 Facilitating creativity -- Introduction -- Our brains -- Classifications of creative processes -- Harvesting dreams -- Brainstorming process -- Brainwriting process -- Nominal group technique -- Comparison of the three processes -- Conclusion -- 11 Problem solving and decision making -- Introduction -- Opening up participants to their thinking about problems -- When facilitators are needed for group problem solving -- Individual problem-solving styles and strategies -- Diagrams and visual tools -- Problem-solving strategies -- McMaster six-stage problem-solving strategy -- Strategic questioning -- Factors that prevent effective problem solving -- Decision-making processes -- Consensus process -- LENS process -- Evaluation of solutions and processes used -- Conclusion -- 12 Developing workable relationships -- Introduction -- Principles for developing workable relationships -- Community participation: how we do it -- Community participatory processes/ models -- Restorative justice -- Restorative justice process -- Open space technology -- Stories of social change -- Conclusion -- 13 Facilitating outdoor learning -- Introduction -- Types of outdoor activity -- The origins of outdoor learning -- Why use outdoor training? -- Choosing outdoor training companies -- Roles, risks, reality and responsibility -- Division of labour: roles and responsibilities -- Risk and trust -- Insurance and safety -- Debriefing and learning transference -- Equity and gender issues -- What to wear/bring -- Teamwork -- Spotto team building process -- Using journals in outdoor programmes -- Impact of outdoor learning -- Videos about outdoor learning.

Conclusion -- 14 Facilitating distributed teams using technology -- Introduction -- Modes of work are changing -- Types of communication that can be facilitated via technology -- Different facilitator-mediated scenarios -- The differences between distributed groups and colocated groups -- Roles for e-facilitators -- Trust: the key element for e-groups -- Why trust is important -- How to build trust in distributed teams -- The role of silence -- Photos: to see or not to see -- The role of humour -- The role of feelings and intuition -- Ground rules for distributed groups -- The future -- Description of tools -- Conclusion -- 15 Facilitating endings -- Definition of terms -- The importance of endings -- Factors that need to be considered when planning a 'now what' session -- The components of a 'now what' session -- Final ending rituals -- Conclusion -- 16 Evaluation -- Introduction -- Questions to ask yourself -- Kirkpatrick's four-level evaluation model -- Three-stage evaluation -- Use of computers for evaluation -- Long-term goal setting incorporated with long-term evaluation -- What to do with the evaluation data -- Conclusion -- 17 Ongoing learning and maintenance -- Introduction -- When things go wrong: learning from experience -- Learning from mistakes process -- Learning about facilitation: observing your own practice -- Learning about facilitation: from and with others -- Self-maintenance -- Conclusion -- Appendix 1: Community consultation and particpatory processes/models -- Contacts and references -- Index.