Northfield, MN – In my last column I shared my excitement about our new book. It is called “The handbook for working with difficult groups: How they are difficult, why they are difficult, and what you can do about it.”

Here is a story of one difficult group. I am featuring this coalition because I learned so much from the experience.

Who was the group?

For confidentially, this group will be called the ‘KEY.’ KEY was a public coalition of more than ten agency representatives. The coalition had come together to respond to an urban neighborhood. That neighborhood did not have easy access to family and child services.

The decision was made to build a community service center within the neighborhood. This would be a place for people to come for many services. Each of these services were administered by a different agency. Thus, the coalition was made up of people from these agencies.

The coalition built a new city building within the neighborhood. They had a full array of agencies ready to staff the neighborhood service center.

What was the ‘presenting’ issue?

The coalition was stuck over who would have the “KEY” to the building. The city lease contract required the designation of a ‘lead agency.’ Decision making had stalled. The building opening date had been postponed. The group was eager to open the building to provide services. They were unable to do so until they reached agreement about site operations.  

Why they were difficult?

• Two different, currently active lawsuits between members
  

  Frustrated Man/Grafoo at Dreamstime

• In-meeting decisions were not durable. Real decisions were made outside of the group
• Junior executives attended the meetings and senior executives made the final decisions
• A former elected official was acting as if they were still in a powerful office and the power dynamics were strained

What did the facilitator do?

 First, six interviews were held with a cross section of the coalition.

Second, key issues were identified from the interviews.

Next, a meeting design was developed for the upcoming three hour meeting. The “Best Alternative to a Negotiated Agreement” methodology was used.

Some progress was made within the meeting. It was decided to bring in a neutral mediator.

As a facilitator, I agreed to help identify potential mediators. I also assisted with interviews to select a mediator.

What happened?

The bid for mediation came in for $15,000. The coalition decided that they must move ahead without a mediator.  They did not have a budget for the fee.

Some face-to-face conversations were held amongst members to develop strategy.

One junior executive left. She had lost the confidence of the coalition “due to game playing.” This personnel change was within the agency proposed “to hold the KEY.” This staff change made a difference to the stalemate.

A written operations agreement was signed by the coalition agencies. Shortly thereafter, the building opened within the urban neighborhood.

What insights did I gain from this difficult group?

Facilitation is not always the answer. Perhaps mediation or other group interventions is what are really needed within a difficult group.

If personnel issues exist, do not try to solve them using a group problem-solving process.

Elected officials may require support to transitioning out their former role. Some work projects outlast the elected period. Adjustments should be made by the elected official and group when the status changes.

Photo Credit: Grafoo/dreamstime

Working with Difficult Groups

The Handbook for Working with Difficult Groups is edited by Sandy Schuman, sponsored by the International Association of Facilitators, and published by Jossey-Bass, 2010.

Leadership development expert & consultant, Donna Rae Scheffert helps propel groups toward their goals easier, faster, and with more fun. Sign up for a RSS feed and read more from Donna Rae at Online-Leadership-Tools.  Follow Donna Rae on Twitter or LinkedIn.

This article is the copywritten property of the writer and Communities @ WashingtonTimes.com. Written permission must be obtained before reprint in online or print media.

REPRINTING TWTC CONTENT WITHOUT PERMISSION AND/OR PAYMENT IS THEFT AND PUNISHABLE BY LAW.