IAF Facilitation Week - My session on Conflict Resolution

IAF - International Association of Facilitators conducts or celebrates a ' Facilitation Week ' in every September of every year , to spread the power of Facilitation around the world . To promote inclusion and democratic values where every voice is heard in the organization in the best interests of the organization .

As a part of it, I am grateful to Mr Chaitanya Nelluri of LV Prasad Eye Institute , for inviting me to conduct a brief session on Conflict Resolution to their team of 25 Patient Care Managers who are tenured employees , working for the past 20 years , on average .

The very profile of target participants says that, there is enough experience and wisdom within the organization to deal with problems. These tenured employees took the organization to great heights.

GROUND WORK , PRE-FACILITATION PREP : I visited LV Prasad Eye Institute and met Mr Chaitanya, director HR & L&D . He took me to every department and shown me the STRUCTURE of the organization first. I learned that,

There is a payment section ( graded ) and non payment section for patients. Since 1987, LVPEI performed surgeries and restored the vision of nearly 2 crores ( 20 million ) poor patients from all over India .

I asked the about the target participants, their challenges and their KPI s and KRI s in a routine manner. He stopped me and asked me to understand LVPEI's core values, vision and mission .

Well , it's an EYE hospital and to know their VISION is very important ! Mr Chaitanya told me to connect the facilitation workshop to the Organization's vision , mission and core values , and then to any goals. That's an aha moment for me !

There were technological incubations going on . There was a training institute for the under educated, visually challenged poor people to whom , training on stitching, embroidary , crocheting , tailoring etc were taught so that they can be self employed and self reliant. One such bag was presented to me.

There is a huge initiative going on where they are converting academic books and non academic, into audio books for visually impaired . With non profit motive . It's an ' eye opener ' for me to know all these.

THE SESSION :

It was a facilitated , short session . There is enough organizational wisdom within the hospital. All employees have more than 20 years of experience . No ' Gyaan Download ' is required.

DIVERGENCE ACTIVITY : As suggested in the flyer, I have divided 25 people into 5 teams of 5 people each and asked them to generate the reasons for the 2 issues. Namely

(1) REASONS for conflicts within the organization , between various entities , parties, people and departments. Diagnostic.

(2) CONDITIONS leading to conflicts . This to reduce individual blame game and to encourage SYSTEMS THINKING . How System can be improved to reduce the intensity and frequency of conflict.

(3) IDEAS and ways to deals with conflicts ; behaviorally and systemically .

There were great learnings.

SESSION OPENER : This is the first time I was meeting the target participants . Why would they open up with me and trust me ?

So, I created an introvert friendly, politics free session openers. I gave each of them small piece of paper each and write

(a) One thing they ENJOYO in their current job and (b) One current challenge they are facing in the organization.

Collected the pieces of paper in an envelop , without looking into them . Time for this activity : Just 5 minutes.

2 days later, I made a report and synopsis of all the good things and ' current challenges ' to their HR Director.

Here after when I have to train a client, I will first go to their web site, and read their Core values , vision and mission . If I don't understand, I will ask the client .

I thank International Association of Facilitators (IAF) and International Association of Facilitators (IAF) - India for giving me this opportunity . It's a great learning experience. Thank you all for reading this. Thanks too , to Sagar Vishwas for a nice flyer .