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To prevent the “Rock Phenomenon from occurring in your team, take the time to mutually agree on the problem.  It might not be the most apparent, obvious problem, so go around the table and let everyone weigh in on what they think might be the problem or issue to be solved.  Restate the problem in a number of different ways to learn more about its dimensions and related problems and issues.  You may find that your original idea is not the problem at all! Continue reading “Help Your Team Avoid the “Rock Phenomenon”” »

OHMIGOSH! It’s been 25 years since I started Quality Process Consultants, Inc.  It was early September of 1993, and Ed Zunich, a colleague from the Hampton Road Quality Management Council, had heard about the facilitation skills workshop I developed for my US Coast Guard buddies.  He asked me if I could train some of his folks in facilitation skills and so, QPC Inc. was born! Continue reading “What Does a Facilitator Do Throughout 25 Years in Business?” »

I was talking with a client who owns several car dealerships and he was lamenting on how customers are becoming even more and more demanding.  “Remember when they were happy to get a cup of coffee while waiting to get their car fixed?  Now, it’s not just coffee, but where’s the latte, the Splenda, and soy milk?  And – oh by the way – if they don’t want to wait, they expect a loaner car while their car is being serviced!”  Exasperated, he asked, “When will this ever stop?” Continue reading “Answer these 5 Questions to Solidify Your Brand Promise” »

For the most part, people who are being disruptive in a meeting don’t realize the impact they are having on the team; they are just being themselves.  The key to handling these situations is to intervene gracefully while maintaining the self-esteem of the disrupter.

The best way to intervene is to prevent the problem from happening in the first place.  But preventions alone won’t keep all your problems from surfacing.   Continue reading “Use “Escalating Interventions” to Intervene Gracefully in Your Next Meeting” »

When a leader is trying to communicate a complex idea in a simple form, a “contextual model” can help.  A contextual model can be a simple 2×2 matrix (think Covey’s important vs. urgent quandrant model), a pyramid (think the food industry pyramid and Maslov’s Hierarchy of Needs)..and the list goes on!  In fact, many years ago, Charlie Tombazian and I presented a session at the International Association of Facilitator’s Convention on process models that facilitators use to help our clients make better decisions!  I still haul out those models from time to time! Continue reading “Use a Contextual Model to Communicate Clearly” »