Global Contact Center

Facilitation Skills Course



Learn how to effectively facilitate meetings with this two-day training workshop. Developed to make core facilitation skills better understood and readily available to any organization, thematerials and ideas contained in this course have been tested and refined over 20 years of active facilitation in all types of settings.

At the end of this course, you will be able to:

  • Distinguish facilitation from instruction and training
  • Identify the competencies linked to effective small group facilitation
  • Identify the stages of team development and ways to help teams through each stage
  • Use common process tools to make meetings easier and more productive

You will love our easy-to-use training materials! Download Facilitation Skills course today and customize it to meet the needs of your group. Each package comes with unlimited print-on-demand licensing of all training course materials, including the instructor guide, student workbook, slides, assessments, and more.


Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Defining Your Role

Facilitation, Training, and Chairing

Making Connections

Session Three: How Facilitators Work

Key Skills

Facilitation Skill Levels

Facilitation at a Glance

Session Four: Establishing Ground Rules

Session Five: Content and Process

Session Six: Types of Thinking

Divergent Thinking and Convergent Thinking

Grey Matters

Session Seven: Handling Controversial Issues

Session Eight: Communication Skills

Getting Started

Active Listening

Asking Questions

Non-Verbal Messages

Session Nine: Listening For Common Ground

Session Ten: Common Facilitation Techniques

Top Techniques

Making Connections

Session Eleven: Providing Effective Feedback

Giving Feedback

The Feedback Process

One Step Further

Session Twelve: Managing Divergent Perspectives

Session Thirteen: The Language of Facilitation

Applying the Language

Case Study

Session Fourteen: Building Agendas

Session Fifteen: Dealing with Difficult Dynamics

Mix and Match

12 Easy Ways to Intervene

Session Sixteen: Building Sustainable Agreements

Session Seventeen: Stages of Team Development

The Five Stages

Making Connections

Session Eighteen: Analysis Tools

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Learner/Instructor Guide

Our Learner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for learners/trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.