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How can you effectively facilitate dialogue and listening in diverse groups?

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Dialogue and listening are essential skills for resolving conflicts and building trust in diverse groups. However, facilitating productive and respectful conversations among people with different backgrounds, perspectives, and experiences can be challenging. Here are some tips to help you create a safe and supportive environment for dialogue and listening in diverse groups.

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Gwyn Wansbrough

??Helping facilitators, trainers & creators design and lead exceptional online sessions to increase impact and…

1 Understand your role

As a facilitator, your role is not to impose your views, opinions, or solutions on the group, but to guide the process of dialogue and listening. You are responsible for setting the ground rules, clarifying the goals and expectations, managing the time and space, and ensuring that everyone has a chance to speak and be heard. You are also there to help the group deal with emotions, tensions, and conflicts that may arise, and to intervene when necessary to prevent harm or disrespect.

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2 Prepare yourself and the group

Before you start the dialogue and listening session, you need to prepare yourself and the group. You need to do some research on the topic, the group, and the context, and identify any potential challenges or opportunities. You also need to reflect on your own biases, assumptions, and emotions, and how they may affect your facilitation. You need to communicate with the group about the purpose, format, and outcomes of the session, and invite them to share their questions, concerns, and hopes. You need to establish some ground rules for the dialogue and listening, such as confidentiality, respect, curiosity, and openness.

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Gwyn Wansbrough

??Helping facilitators, trainers & creators design and lead exceptional online sessions to increase impact and influence | Writing The Quest newsletter | Running Breakthrough Facilitation live online course
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One thing I've found helpful in creating group buy-in and ownership early in the process is to co-create group agreements with participants. I find that it works well to propose 3-4 norms that cover the foundational norms (like confidentiality). Then ask the group to contribute 2-3 additional agreements that are important to have in place for the group to succeed in reaching its goal. Often they come up with thoughtful norms like "lift each other up". When the ideas come from group members it makes it more likely that they will follow and uphold the agreements throughout the group process.

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3 Use appropriate methods and tools

Depending on the size, composition, and dynamics of the group, you may need to use different methods and tools to facilitate dialogue and listening. For example, small group discussions can help create a more intimate and comfortable space for sharing and listening, allowing for a greater diversity of voices and perspectives. Alternatively, the fishbowl method can be used to foster active listening and reflection, while the world café method can generate diverse ideas and insights. All of these techniques can encourage participation from different members of the group, as well as create connections and networks among participants.

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Gwyn Wansbrough

??Helping facilitators, trainers & creators design and lead exceptional online sessions to increase impact and influence | Writing The Quest newsletter | Running Breakthrough Facilitation live online course
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In my experience, successful dialogue processes start with community building. This builds trust and connection that facilitate dialogue and listening. For example, name games, ice breakers that warm people up to the dialogue theme and prepare them for other methods of like world café or open space conversations.

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4 Ask open-ended and probing questions

One of the most important skills for facilitating dialogue and listening is asking open-ended and probing questions. Open-ended questions are those that invite more than a yes or no answer, such as "What do you think about...?", "How do you feel about...?", or "What are some examples of...?". Probing questions are those that dig deeper into the responses, such as "Can you explain more about...?", "What makes you say that...?", or "How does that relate to...?". Asking open-ended and probing questions can help elicit more information, clarify understanding, challenge assumptions, and stimulate critical thinking.

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Gwyn Wansbrough

??Helping facilitators, trainers & creators design and lead exceptional online sessions to increase impact and influence | Writing The Quest newsletter | Running Breakthrough Facilitation live online course
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Listening and asking open-ended questions is one of the most important skills for facilitating dialogue. That said, a well-crafted closed-ended question in a dialogue can help to survey the group, get more perspectives heard, and open new threads of discussion. For example "Who has a different perspective?" that can then be followed by open-ended and probing questions.

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5 Listen actively and empathically

Being able to actively and empathically listen is a key skill for facilitating dialogue and listening. Active listening involves paying full attention to what the speaker is saying without interruption, judgment, or distraction. Empathic listening means attempting to understand the speaker's feelings, needs, and values without imposing your own. Listening actively and empathically can help build rapport, trust, and respect among participants, as well as create a sense of validation and recognition. To show active and empathic listening, you can paraphrase the speaker's words to check your understanding, summarize the main points or themes that emerged from the dialogue, reflect back any emotions or feelings you perceive from the speaker, and give positive feedback or appreciation.

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Gwyn Wansbrough

??Helping facilitators, trainers & creators design and lead exceptional online sessions to increase impact and influence | Writing The Quest newsletter | Running Breakthrough Facilitation live online course
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It can be helpful for the facilitator to give examples of active listening and even role-play what active and empathic listening looks like in practice (and what it isn't). Another way to set participants up for success is to give them an opportunity to practice active and empathic listening in a low-stakes way before the dialogue process.

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Violeta Manoukian

Participation and collaboration specialist, systemic change thinker, designer and facilitator of collaborative projects and meetings, stakeholder engagement, participatory monitoring and evaluation, & Q1.
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Great post, Gwyn! These guidelines coincide with the principles of Non Violent Communication ((NVC). This is so important, not only to facilitators ….

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6 Foster mutual learning and action

The ultimate goal of dialogue and listening is not only to exchange information or opinions, but to create mutual learning and action. Mutual learning requires participants to be open to each other's experiences, perspectives, and insights, while challenging their own assumptions and beliefs. In order to create action, participants should be encouraged to apply what they learned to their own situations, contexts, or practices. Furthermore, they should be motivated to collaborate with others in addressing common issues or goals. To foster mutual learning and action, you should ask participants how the dialogue changed or confirmed their views or understanding, what they can do differently or better as a result of the dialogue, and what support or resources they need. Additionally, ask them for suggestions on how to continue or expand the dialogue and involve other stakeholders or partners.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you effectively facilitate dialogue and listening in diverse groups?

1

2

3

4

5

6

7

1 Understand your role

2 Prepare yourself and the group

3 Use appropriate methods and tools

4 Ask open-ended and probing questions

5 Listen actively and empathically

6 Foster mutual learning and action

7 Here’s what else to consider

Conflict Resolution

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How can you effectively facilitate dialogue and listening in diverse groups?

1

2

3

4

5

6

7

1 Understand your role

2 Prepare yourself and the group

3 Use appropriate methods and tools

4 Ask open-ended and probing questions

5 Listen actively and empathically

6 Foster mutual learning and action

7 Here’s what else to consider

Conflict Resolution

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