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Guide for Facilitators
inside … PART 1:
Session-wise Facilitation guides
CITIZEN SBI | I-2
THE CITIZEN SBI PROJECT HAS BEEN CO-CREATED BY STATE BANK OF INDIA AND ILLUMINE KNOWLEDGE RESOURCES (P) LTD.
CONTRIBUTION HANDSHAKES WORKSHOP PART 1: Session-wise Facilitation guides .
when clicked. Value for time & Make-it-Happen Session 4 Exploration of 3 Contribution Handshakes – Recognition. Media icon on the right tells you what kind of media you are playing e. y y 9 types of contri ibution handshakes Session 3 Exploration of 3 Contribution Handshakes – Counselling.exe” 1 Bottom navigation bar is to move forward and back in a particular session .Contribution Handshakes Workshop Sessions Index Session 1 S i Introducing the concept of Contribution Handshakes Session 2 Exploration of 3 Contribution Handshakes Reassurance. Ease-of-Use & Comfort Session 5 Testing the mastery in identifying the Contribution Handshakes Session 6 Practising the application of Contribution Handshakes in our daily work (a single situation offers multiple opportunities for Contribution Handshakes) End of day Reflection Energizing the group (Sharing experiences / stories of Contribution Handshakes from our own lives) NAVIGATING THE PROGRAMME: Session Label on the top left is clickable. and clickable takes you to the index for the respective session Home icon on the top left takes you to the main menu with all the sessions. Reliability & Visibility .CH_WORKSHOP. a photo story) To run the CD open “00.g.
Positive Contribution – Run the audio-visual 3 Contribution 3. Introducing Contribution Handshakes – Run the audio-visual .Contribution Handshakes Workshop Session 1 1. Co t but o in Action ct o – – – – Give the participants time to read the text on the slide Tell participants to pay attention to the photo story and reflect on the thinking questions interspersed Play the Photo Story Pose the thinking question [If a ‘transactional’ taxi-driver … services like banking?] at the end of the photo story to the participants Conduct small group discussion around this question – 4. Recap of Intervention 1 (I-1)ideas – Play the 10 min video clip refreshing the I-1 experience 2.
form as many groups possible with at least 2 members in each group) Run the multimedia quiz There are 15 questions in this quiz Show one question at a time to the participants and give pp y p approximately a minute to respond Ensure that each group gets a chance to respond to a question at least once. more than one group may be assigned the same one) Give around 5-7 minutes to participants to discuss and generate generic examples where the specific Contribution Handshake is sought by the customers – . Exploring Contribution Handshakes – Run the Audio-Visual 2. Seeing Opportunities for Contribution Handshakes in our y daily work – – – Participants remain in the same groups as formed earlier Show the given examples of the Contribution Handshakes Assign one Contribution Handshake to each group. and (2) the multimedia quiz.Contribution Handshakes Workshop Session 2-4 NOTE: Session 4 has (1) the Audio-visual on Contribution Handshakes. lti di i It DOES NOT have (3) the group exercise wherein participants generate examples of Contribution Handshakes 1. Encourage participants to discuss and answer the question 3. Recognizing Contribution Handshakes – – – – – Form 3-5 groups (Or in case there are fewer participants. (Since there will be 3 Contribution Handshakes being considered.
(i. If there are 6 groups.e. same group should not answer consecutive questions) Give groups approximately a minute to identify the Contribution Handshake H d h k Group that identifies the Contribution Handshake correctly gets 10 points A scoreboard is maintained by you as quizmaster In case of a tie . if there are 5 groups. each group gets 3 questions) h t ti ) Pose 1 round of questions to all the groups one after the other. then pose the next round.go to the Tie Breaker round g The 3 top performing groups proceed to the next round – – – – – – .Contribution Handshakes Workshop Session 5 – Round 1 Quiz Elimination Round – – – Form 6 groups (O in case there are fewer participants. form as F (Or i th f ti i t f many groups possible with at least 2 members in each group) This round has 15 questions Ensure that each group gets equal number of questions ( e.g. each group gets 2 questions each.
Contribution Handshakes Workshop Session 5 – Round 2 Q Quiz Semi-Final Round – – This round has a customer-type grid.e. across 3 rounds (i. same group does not get more than one chance to choose. go to the Tie Breaker round The 2 top performing groups proceed to the next round – – – – – . at a time) Give the groups approximately a minute to identify the Contribution Handshake Group that identifies the Contribution Handshake correctly gets 10 points A scoreboard is maintained by you as the quizmaster yy q In case of a tie. This grid has 9 customer types Each group gets to choose 3 customer types in total.
Contribution Handshakes Workshop Session 5 – Round 3 Quiz Final Round – This is a buzzer round. This round has 5 questions – First group to raise the hand (after the question is displayed) gets a chance to answer the question – If the answer is wrong. Deduct 10 points for an incorrect answer – If the winner is clear after this. Deduct 5 points for an incorrect answer – The quiz-master’s decision is final q Tie-Breaker Round (to be used ONLY if two or more teams have the same score to qualify for next round) – This is a buzzer round – Pose the first question – First group to raise the hand (after the question is displayed) gets a chance to answer the question – Give 20 points to the group giving a correct answer. then move on – or else. pose the question to the remaining groups – Give 20 points to the group giving a correct answer. only then proceed to the next question (following same process) – The quiz-master’s decision is final . if the “tie is not broken” with this question.
in order to identify the corresponding Contribution Handshakes Team E ercise Exercise – Form 3-5 groups (Or in case there are fewer participants. form as many groups possible with at least 2 members in each group) – Present the situation (question) – Give the groups around 2 minutes to think and discuss in their group. “What are all the possible Contribution Handshakes” for the presented situation – Ensure each group gets a chance to respond to a question at least once .Contribution Handshakes Workshop Session 6 Practice Session – Share with the participants 3 solved examples that help them appreciate the various aspects of each situation.
NOTE: If more than one workshop is held (on different days) and therefore the unit does more than one end-ofday reflection. This session is conducted as an “energizer” at the end of each workshop day. the End of Day Reflection exercise will. Hence. ensure that different unit members get a chance to share their stories each time (rather than the p p g g g ) same people sharing again and again) . happen anywhere between 1 to 6 times depending on the number of workshop days the Unit Leader decides to spread the series of 6 Contribution Handshakes Sessions.Contribution Handshakes Workshop End of day Reflection The purpose of the End of Day Reflection is to give participants a forum to share their own past experiences / stories about specific “Contribution Handshakes” they have offered and the fulfillment received thereby. in effect.
CONTRIBUTION HANDSHAKES WORKSHOP PART 2: Facilitation Tips .
Facilitator’s talking disturbs this assimilation and reflection for the participants. At the end of the AV. if any. you can click on the corresponding button. It has voice-over or background music. Specifically clarify meanings in local y y y language. 3 and 4 are divided into three sections. In case.rich presentation to explain a concept in detail. The questions which will be answered ahead in course of the day may be politely postponed. It is good practice to address only the doubts regarding issues that should be clear to the participants at this point of time. Clarify pertinent doubts.Contribution Handshakes Workshop Facilitation Tips: Audio-Visual (AV) Audio-Visual is a visually. assimilate and reflect on the slides themselves. where terminologies may not be understood. Always come back to the postponed questions later at the suitable point of time and ensure that they are addressed. • • The AVs at the beginning of Sessions 2. • It is good practice to avoid talking while any AV is running – even when there is no voice-over for an AV. . Each section corresponds to one of the three Contribution Handshakes. Let the participants read. participants wish to revisit any one of the previous Contribution Handshakes. Click on the specified button to go to the next Contribution Handshake. ask the participants if the AV was clear.
Letting someone from the class itself explain how the given answer is indeed the best practice answer. • Do explain the concept of “Best Practice Answer” to the group. we have put together examples where one Contribution Handshake stands out most clearly. Though it is a very unlikely possibility. a participant / group vehemently disagrees with the Best Practice Answer in the quiz. but if at any point. There are multiple Contribution Handshakes in most of our everyday acts of positive contribution. Allowing the class to arrive at a resolution by themselves (with your facilitation). for the purpose of this quiz (for ease of learning).Contribution Handshakes Workshop Facilitation Tips: Multimedia Quiz Multimedia quiz is a quiz in which the questions are presented using some form of media. This does not mean that other Contribution Handshakes are the “wrong answer” – just that the Best Practice Answer is the one most dominant in the given example. is preferable to you as the facilitator having to ‘defend’ it to the participants. it is always best to throw the discussion open to the class. However. • . This Contribution y Handshake is what we call the “Best Practice Answer”.
Also. is a group exercise wherein the g pp g p groups generate generic examples of situations where customers seek specific Contribution Handshakes. gently point out that there will be an “End of Day” experience sharing exercise where they can share their personal experiences with Contribution Handshakes. Participants tend to go in far deeper details while sharing personal experiences.Contribution Handshakes Workshop Facilitation Tips: Seeing Opportunities for Contribution Handshakes in our Work Seeing Opportunities. move around the class to see if any group needs help. and this may affect your time management. that the examples being shared are generic day-to-day banking examples.. at this stage. request the group to kindly de-contextualize this example and de contextualize present it as a generic one. • • • . and not personal stories. • As groups discuss and clarify concepts amongst themselves themselves. In case you note any personal experience sharing going on in any group. The purpose of doing this is to save time. Ensure.
So make an attempt to involve all participants for the next two rounds.Session 5 • The purpose of this quiz is to help unit members learn to identify the Contribution Handshakes. many participants may become disengaged with the proceedings.Contribution Handshakes Workshop Facilitation Tips . Use a Board to maintain a scoreboard. especially the round where the question passes on in case answer is incorrect.then invite an answer. Encourage discussion/debate between participants. Give a minute or two to the groups to discuss and identify a Contribution Handshake . to facilitate the conduct of the session. So do not be in a hurry to get the answer. After the elimination round. • • • . Please keep answers to all the rounds of the Quiz Contest with you.
On the answer slide. So either click the provided button or use downward arrow key. again. in the answer slide. Similar to the concept of the “Best Practice Answer”. and then ask participants to think of possible solutions for the third solved example. • • In the Practice session and the Team exercise. the Contribution Handshake (answer) will appear. feature. the answer slide goes into the background and the corresponding question re-appears You can use this re appears. when sharing solved examples with participants share the first two solved examples completely. the solutions appear on click. If you make a mistake and click the answer button or press the down arrow key. . This.Session 6 • In the Practice session.Contribution Handshakes Workshop Facilitation Tips . when the participants wish to revisit the question to think of the possible Contribution Handshakes. You can quickly “undo” this by pressing the UP arrow key on your keyboard. When you put the cursor on this button. on the top right there is a ‘revisit question’ button. does not mean that the other Contribution Handshakes have not been given in the example or that they are “wrong”. the “Possible Answer” given on the slide refers to the most dominant Contribution Handshake in the given example.
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