Facilitation Skills for Training the Trainer (TTT) Programme

DG Systems, CBEC, New Delhi
Facilitation Skills for Train the
Trainer (TTT) Programme
www.cbec.gov.in https://cbec-gst.gov.in

Lesson Overview
The Facilitation skills lesson introduces you to various skills
required for conducting an effective training session.
After completing this lesson, you will be able to:
• Describe the qualities of a successful presentation
• Describe the structure of the presentation
• Use facilitation skills for conducting training session

What are the Reasons of a Flop Presentation?
• Discuss why a presentation fails?
• Know the audience
• Find out how to keep the audience engaged throughout the
presentation
• Be interactive. Involve the members of the audience As them
questions
• Cite real life examples when explaining a concept. Audiences can
relate better
• Make sure that the audiences know what the objectives of the
training are

Lesson 1
Successful Presentation

Importance of a Good Presentation
1. A leadership skill:
• Effective and efficient methodology of getting things done
• Helps the team understand what is required of them
2. A decision-making tool:
• Top management or the client can decide on the
acceptance of a proposal
• Customized for a defined audience and presented in
defined set of time
3. Visibility in your organization:
• It puts “You” on display
• It facilitates interaction with the audience

Effective Presentation Qualities
Good Presentation
Patience
Perseveranc
e
Planning

Retention Pyramid
This is how adults learn and
retain knowledge. Try to have
different activities based on
the topics taught so that the
learners can learn effectively.
55%
38%
7%
Tell me, I hear
Let me do and I
understand
Show me and I see

Composition of a Good Presentation
8
Content (The way it is Organised)
• Conciseness & Clarity
• Structure (well planned and Organised)
• Use of Visual aids
Delivery (The way it is delivered)
• Voice modulation, use of appropriate words
• Humor
• Appropriate body language
• Conviction
Diligence
• Enthusiasm and confidence
• Interest in the audience
• Interest in the subject

Presentation Planning
Successfulness of a presentation is directly proportional to its planning.
Why planning is required???
• It lets you know what to expect
• It provides logical flow to the presentation
• It ensures a smoother delivery
• It gives you confidence
• It helps you know how effective your presentation is to the audience

Know Your Audience
10
• Commonalties
• Motive (Audience needs)
• Culture
• Age
• Level of understanding
• Attitude
• Size of class
• Education
• Skill Level

Lesson 2
Structure of a Presentation

Introduction of a Presentation
13
Capture the attention of the audience by:
• Asking a tricky question
• Telling a joke
• Telling a story, anecdote, shocking facts
• Using a quotation
• Stating an impressive fact
• Referring to the previous speaker/occasion
• Making a promise
• Offering a sincere compliment
• Making an emphatic statement

Maintaining Audience’s Attention
14
Keep the attention of audience maintained by:
• Interacting with the audience
• Avoiding rambling
• Showing empathy
• Regaining their attention
• Building Rapport
• Building Trust
• Pacing out objections
• Directionalizing thinking

Presentation’s 4Ps
16
Position Problem
Probability Proposal

Presentation Conclusion
17
• Review your main points/summarize
• Give a call to action
• Tie back to the introduction
• Ask a rhetorical question
• Don’t ramble on
• Don’t just stop!

3 T Formula
• Tell them what you are going to Tell them
• Tell them what you have to Tell them
• Tell them what you just Told them

Who is a Facilitator?
A facilitator is responsible for structuring groups and
group activities in a manner that supports and
inspires the participation of all members and allows
the group to accomplish its goals and objectives.

Facilitator’s Job Requirements
Connect between participants and training
objectives
Facilitator = Mediator
Time guard
Directing the conversation
Facilitator is not:
• Involved in discussion
• Participant

Basic Facilitation Skills
Attending
Managing
Observing
Listening
Question

Attending Skills
Attending skills:
• Presents yourself in a mode that
communicates interest and attentiveness.
• It builds rapport and encourages interaction.
• Helps you collect information by being in a
situation to observe behavior and body
language.
Important attending skills:
• Face the audience
• Maintain eye contact
• Move towards participants
• Avoid distractions

Improving Voice
Message + Conviction = Response

Managing Skills
Managing skills involves:
• Building successful rapport
• Handling verbal and non-verbal
communication
• Managing hostile audience
• Managing conflict

Building a Successful Rapport
Facilitator must consider the following:
• Body movements
• Gesture
• Posture
• Eye contact
• Smile
• Facial expression
• Dress

Non-Verbal Communication
When there is a conflict between the verbal and the
nonverbal communication
• 7% is Verbal
• 38% is Vocal
• 55% is Nonverbal

Verbal Communication
Verbal communication includes:
• Articulation
• Voice
• Language

Handling Hostile Audience
Ways to handle a hostile audience:
• Explain the hostility (act dumb), ask for a
validation
• Stress on the similarities - identify and
expand points of mutual agreement
• Work objections into your presentation
• Don’t get personal
• Use humor as a relief
• Admit, t if you are wrong
• Don’t set up a popularity contest

Managing Conflict
Conflict includes two dimensions:
• Your Personality or Style
• Personality of Participants

Observing Skills
IT assists you in assessing how an information is
being received. Based on your observations, you
may adjust to the needs you see.
Steps:
• Observe body language
• Determine feelings based on observations
• Select actions based on inferences

Listening Skills
Listening skills:
• Enables you to exhibit your understanding of the
participant’s perspective.
• Provides you feedback on how information is being
received which is important to how you proceed as
the facilitator.
Steps:
• Concentrate on what the participant is saying.
• Listen to the words being expressed.
• Interact with the participant to make sure accurate
understanding of the information is expressed.
• Paraphrase what was said to demonstrate
understanding.

Questioning Skills
• Helps to decide what the participants know or
perceive.
• Facilitates feedback and increases understanding
• Encourages discussion
• Assists the group toward what they are trying to
achieve

Question Types
The various types of questions are:
• Open-ended
• Close-ended
• Overhead
• Relay
• Reverse
• Rhetoric

Asking Questions
Tips for asking questions are:
• Plan your questions
• Distinguish between questions to get information
(facts) and those to get opinions
• Connect questions to the audience’s background
• Move from general to specific
• Maintain one topic at a time

Handling and Responding
• State questions to entire group
• Pause
• Write the question
• Recognize contributions
• Foster responses
• During silence look for non-verbal cues indicating ideas
• Rephrase the question
• Avoid "yes" or "no" questions
• Avoid creating defensive responses
• Ask "single issues" questions

Types of Responses
• Paraphrasing
• Explore Further
• Mirroring
• Stacking
• Encouraging
• Making Space
• Intentional silence
• Listen for common grounds

Types of Responses (Contd.)
Paraphrasing examples:
• “It sounds like you’re saying...”
• “I hear you saying...,”
• “Let me see if I understand you…”
Explore Further examples:
• “I understand so far, now tell me more.”
• “I hear you saying…, now can you tell me more?”
• “What do you mean by…?”
• “How so?” “You said…, because…?”

Mirroring example:
• Speaker: "I like giving two book awards."
• Facilitator: "You like giving two book awards."
Stacking example:
• “Bill you are first, Nancy second, Tom you’re
third…”
Encouraging:
• “Who else has an idea?”
• “Is there a student’s perspective on this topic?”
• “The women (men) have been quiet. Do you
have any comments?”
• “What was said at table two?”
• “Let’s hear from someone who hasn’t spoken for
awhile.”

Making space example:
• “Would you like to speak to this?”
• “What are your ideas?”
• “Did you want to add anything?”
• “You looked like you wanted to say
something.”
Listen for common grounds example:
• "We agree on these points…… and disagree
on these……”

Tips for Answering Questions
• LISTEN !
• Build answers or questions in your presentations
• Acknowledge or appreciate the question
• Occasionally repeat/paraphrase the question
• Help out nervous or awkward questions
• Compliment the tough question
• Frame your answer
• Check the clarity of your answer and verify

Tips for Answering Questions (Contd.)
• Answer the entire audience
• Keep control of the presentation
• Recognize the participant by name if you can
• Refer questions, you are asked, to a knowledgeable person
in the audience
• Spread the questions around
• Answer the questions clearly
• If you don’t know - Say So !

Lesson 4
Facilitation Skills - Tips

Tips for Facilitation Success (For Facilitator)
• Welcome Nervousness
• Be Organised
• Prepare the Meeting Environment
• Practice, Practice, Practice
• Visualize Success
• Anticipate What Could Go Wrong
• Look Your Best
• Arrive Early
• Breathe Deep
• Keep Something to Drink Handy
• Individually Greet Participants
• Count to 10 Before Reacting/Responding

Tips for Facilitation Success (For Audience)
• Welcome and Overview What’s Ahead
• Individually Greet and Welcome Participants
• Conduct an Icebreaker/Introductions
• Use Humor Appropriately
• Use Inclusive Language
• Have Food and Drinks
• Prepare the Meeting Environment

Tips for Facilitation Success (For Environment)
• Windows and Noise Distractions
• Temperature
• Atmosphere
• Food and Beverages
• Name Tags
• Name Tents
• Introductions/Get Acquainted/Icebreaker
• Room Arrangements

Performance Tips
• Don’t Apologise
• Speak loudly & clearly
• Use short simple sentences
• Avoid jargon & abbreviations
• Vary pitch, tone, volume, speed and pauses
• Avoid distracting mannerisms
• Relax, be enthusiastic
• Make eye contact
• Keep an eye on the time remaining
• Explain figures, and point to important aspects
• Give a clear and concise summary, then stop.
• Don’t go overtime.

Humour
• Tell a joke if you have a good sense of humor
• Don’t assume others have the same sense of humor
as you do
• Avoid topics that appear sexist, religious, political
• Use humour only to interpret a serious issue
in a lighter way
Note: No humour is better than bad humour

Do’s and Don’ts
In presentation sessions don't forget
the following:
• Eye contact
• Commitment/enthusiasm
• Body language & motion
• Audience awareness
• Flexibility
In presentation sessions do not do the
following:
• Turn away questions
• Ignore signs of audience fatigue
• Be afraid to stray from your
script
• Turn your back to the audience
• Stand at the back of the
room/between the light and the
screen while using audio
visuals
• Panic. You’ve practiced and are
ready

Overview
The Teach Back module provides duration to each and
every participant for conducting an effective training
session.
After completing this module, you will be able to:
• Gain an insight on your facilitation skills
• Understand your short comings during
presentation

Course Summary
You have now completed the Train-The-Trainer course materials
and should be able to:
• Use the facilitator guide
• Understand effective presentation skills
• Conduct a training session

Facilitation Skills for Training the Trainer (TTT) Programme

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