How do you manage the expectations and feedback of your capacity building clients and beneficiaries?

We are increasingly exposed to complex ecosystems. So many times, one will realise that capacity building of an entity on its own will require building also the capacity of other interlinked entities in the ecosystem for greater impact.

Early on and for sustainable communication, managing expectations are key. The most practical way to consolidate, calm our "knowledge storm" is to draft the initial Terms of Reference/TOR. TORs may not be perfect but it certainly will make us all pause to concentrate and agree on a common understanding(s). Over time such TOR will become much sophisticated, e.g. a project document but by then we all have been happy, we were given the trust to care and establish a foundational sense of purpose with our clients and beneficiaries.

I used the simple and yet effective method of being SMART (Specific, Measurable, Achievable, Relevant, Time bound) for implementing the capacity building initiatives. In the end, story-telling was also part of it. This facilitated the entire process smoothly.

One great thing to do in managing the expectations of beneficiaries in capacity building is to activate their minds from the beginning. Never assume that they know or that you have all the solutions to their needs. Use questionnaire and discussion to identify their needs and expectations. Then tailor your capacity development plan accordingly. In an ideal situation, the expectation of clients and beneficiaries should be sourced in a tension-free environment and must be aligned to the goal and objectives of the capacity development.

Use of participatory methods has long been used for capacity building, however, new concept like actual case presentation and or presentation of scenario and then resolving through group work perhaps will strengthen the capacity of the audience. in my experience, learning and keeping in mind does not help unless the practical side of the same is not deployed and that is where the capacity must be built.

Open communication is key, using a participatory process. An element is active listening, both self and others since we may come from different contexts.

Here's a key benefit of involving your clients in your capacity building endeavors: They get excited about what's coming. They know what you are about to offer and may jump on board when you are ready.

Participatory method is key for any capacity building and can be done in different forms such as case studies, game plays, group work e.tc. to help relate with the situations at hand and the lessons learnt. This will be helpful and memorable to the beneficiaries/client.

Due to my experience, serious games, gamification, role-playing and different simulations have strong potential for the effectiveness of the participatory and adaptive methods. Therefore, higher power distance culture and attitude towards uncertainty are two inter-related notions for the functioning the 'feedback'. Without proper and continuous feedback, there can not be effective 'feedforward' function.

You have to create evaluation exams with answers , in which every answer carry some marks! However some carrying higher marks than the other e.g if Ilist 5 options, just know there is one that is most right, second kost right, and last most right . This helps to keep partcipants motivated and convinced that they know something. This kind of evluations is encouraging , though it makes participants evaluate themselves further. I call this inderect evaluation methods, even when it is direct in its form!

Feedback Mechanism: Establish a structured feedback mechanism for ongoing communication. Offer constructive feedback promptly to address concerns and guide improvement.

Feedbacks coming your way in your capacity building intervention may not appeal with your expectation as some do not address your objectives. However, with high emotional intelligence, you will be able to respond honestly to feedbacks in a professional way, act and work with the usable ones and enhance your growth in capacity building.

In my experience, these are some of the most useful tools for capacity buildings that I have experienced: 1. Trust your subordinates and let them make and learn from their mistakes. This will help build their capacity and enhance their confidence and expertise. 2. Provide constructive and timely feedback to your clients and beneficiaries. 3. Hire the best people and let them learn on the job. Learing by doing strengthens capacity exponentially. 4. Conduct training, workshops and send them for short courses to hone in on the expertise of your team. This will enhance, not only their professional and technical capacity but of the whole institutions. Institutions are made of people !

It is important to understand the capacity building needs from the vantage point of the beneficiary or trainee, and to determine practical participatory methodologies of delivering your intervention.

Where is competence based qualification / skills development in this? Feedback is regularly seen as the formal processes within an organisation, or the technical input approach into client. The competences and use of the frameworks developed will change the dynamics of defining capacity development and how feedback loops can be built to add further value (rather than become bureaucratic tools or justifications for meetings without consequence)

Active Listening: Actively seek feedback from clients and beneficiaries. Responsively address their suggestions, concerns, and needs.

Practical presentation in managing conflict and challenges will enhance the capacity of the participants, considering that the organizational environment for organizations differ from one to another. Finding out the most common conflicts and challenges from the participants will help in real time management of the same.

where necessary you have to delegate some explannations to the one bringing conflics , and then ask the group to debate it out. In the end conflic get resolved without running on you the facilator !. But once you learn to read minds of those you facilitate , you overcome conflic enough!. Sometimes everyone is not sure why it is you addressing them!. It is important to carry with you rare examples that agree with you, and then present without praising it, and then let people judge ! if conflics is between who does who, ilet people take lead, and then after contribute to what they have done!.

Conflict Resolution: Anticipate and address conflicts promptly and professionally. Implement effective conflict resolution strategies to maintain a positive working relationship.

Setting clear goals and finding ways of ensuring that the relevant contextual information is considered eg the baseline skills, exposure to other capacity building approaches and room for flexibility in approach. It is important to put in place mechanisms for feedback and problem solving. Overall, effective communication is important.

Yes! Accentuate the positive, learn from what has not worked. An altruism, and a cliche statement - fit this to how we all learn and build feedback to reinforce organisational culture, develop on the shared values - then we are cooking on renewable gas

Recognition of Achievements: Acknowledge and celebrate successes, milestones, and achievements. Express appreciation for the efforts and contributions of clients and beneficiaries.

To generate attention, and interest, use concrete tasks that have immediate value for participants. The opportunity cost of participating in capacity development workshops is the work they will not get done in the same period. Hypothetical examples and artificial exercises do not provide a sense of urgency and utility in the learning process when participants know they have real tasks they are required to do, or want to do, in their daily work. Bring capacity development to the real world they live and work in, by helping them apply new techniques to important project designs, plans, or reports they need to get done now. By the end of a workshop participants should know they have made progress on what is important to them.

Capacity building intervention are mostly schedule intensive and provides little opportunity for the participants to 'break-open' from their official shell and be what they are !. The " ice Breaker" and activities that help to rejuvenate and enhance their ability and skills set can be achieved through a diverse course schedule and motivational trainers.. and not the usual trainers.

Always carry some small gift to the best perfomer in the evaluation. We have got to lern to apreciate as we get appreciated after faciliating trainings.

People learn best when they are in a safe and comfortable environment. This means that it's useful to create time so that participants can connect on a personal level and get to know each other. This will help to foster an environment where people feel safe to engage, be their authentic selves, challenge each other, and have honest dialogue. While it takes time, it can pay off.

Regular Check-ins: Schedule regular check-ins to assess progress and address any emerging issues. Use these opportunities to reaffirm commitment and adjust strategies if needed. Surveys and Evaluation: Implement surveys and evaluation tools to gather comprehensive feedback. Use the collected data to make informed decisions and improvements.