Als Vermittler stoßen Sie auf Kundenwiderstände. Wie können Sie Ihre Rolle effektiv durchsetzen?

Don't assert........ engage! Speak to the person's intrinsic motivation as opposed to their reaction to your assertion (extrinsic motivation).

First empathize with the client and recognize their pushback. Then, ask questions and start with their goal. Questions like, "what are you trying to achieve?", "what do you think is missing from this facilitation process?". By asking these questions you are able to determine if your communication is unclear, or if you are not aligned with your client's goals. Key elements for a successful partnership are clear expectations, alignment with goals, and consistent communication.

Involve the client in refining the facilitation process by asking for their input on specific areas where they feel hesitant. This collaborative approach empowers the client, turning resistance into partnership. By showing that you value their perspective, you not only address their concerns but also reinforce your role as a facilitator who adapts to their needs while staying committed to the process.

A good idea is to provide concrete examples of past successes. Share stories of how facilitation has helped other clients overcome challenges, streamline decision-making, or reach consensus more effectively.

Safe and inclusive learning environments (virtual or otherwise) are the only option if learning is to take place. Creating a set of rules together establishes a collaborative culture immediately and sets that culture as a fundamental ground rule, positioning the participants in an optimal environment to learn.

When co-creating ground rules with your client, start by inviting them to share what they believe is essential for a successful session. Use a whiteboard or digital tool to jot down their suggestions in real-time, then discuss and refine each point together. Introduce a few key rules of your own, explaining their importance, and ensure that the final list reflects a balance between your professional insights and their needs. This active participation in setting the rules helps clients feel more invested in the process, making them more likely to embrace and adhere to the agreed-upon guidelines.

It is important to understand how your audience learns before you facilitate. Ask questions to gain insight on prior learning experiences that have been well received. What made them great? What characteristics typically show up with the group you will be facilitating for? Are the participants not as talkative? Facilitate anonymous polls or a white board activity. Are the participants an actively engaged group? Leave plenty of room for discussion and make sure you have several questions or discussion points ready to go and guide the conversation. Do the participants love a good recap? Take lots of notes (or collect them from the activities) during the session, and give them an informative recap with valuable information.

Check any biases that may be at play, from yourself or the participants. Are you facilitating for willing participants or is this mandatory by an organisation.