Facilitation Skills

Facilitation is often referred to as the new cornerstone of management philosophy. With its focus on fairness and creating an easy decision making, facilitation can make any organization make better decisions. 

 This course will give participants an understanding of what facilitation is all about, as well as some tools that they can use to facilitate small meetings. By the end of the course, participants will be able to:

  • Explain the concept, process and content of facilitation
  • Describe who a facilitator is
  • Identify the various types of facilitation in their day-to-day interaction within their work environment
  • Identify the situations and the types of facilitation to adopt when interacting with their natural groups and daily environments
  • Apply facilitation tools and techniques when facilitating events/sessions
  • Identify group dynamics and recognize which interventions to use when managing group dynamics during business facilitation sessions
  • Facilitate any event/session in their day-to-day work

Course Overview

Who We Are and What We Do, Establishing Your Attitude, Identifying and Addressing Customer Needs, Generating Return Business, In-Person Customer Service, Giving Customer Service over the Phone, Providing Electronic Customer Service, Recovering Difficult Customers, Understanding When to Escalate and Ten Things You Can Do to WOW Customers Every Time

Who should attend?

CManagers, Team Leaders, Frontline Employees


1-2 days