A few things we’ve learned about virtual facilitation

“You’re on mute”: They are the three words that became the most used phrase of 2020 as the COVID-19 pandemic forced most of us to work from home and conduct our business on video conferencing platforms like Zoom.

In fact, the phrase was uttered 1,000% more on corporate calls than in 2019, according to a report in the New York Times last December, and has spawned a new line in novelty t-shirts and coffee mugs.

While video conferencing software might seem easy to use now, for those in businesses such as learning and development, the move to online delivery posed a number of challenges. Initially, several of our clients who had commissioned face-to-face workshops decided to cancel those sessions when the pandemic hit. Others, however, were willing to take a leap into the unknown and move the sessions to virtual.

“We already had several years’ experience in creating virtual experiences before the pandemic struck,” says Jason Furness, founder and Director of Actualize. “In some instances, we have found that virtual programs were more impactful than those face-to-face. For example, we brought together more than a dozen country heads for a virtual conference. This removed the need to travel and allowed them to engage from the comfort of their own homes. This immediately meant the sessions were much more intimate than if they’d taken place in a conference setting.”

So what have we learned over the past year of virtual delivery? Here are a few of our thoughts.

Cool integrations may look good, but nothing beats a direct connection with participants

Once we all accepted that virtual delivery was here to stay, the race was on to see how many third-party gadgets and integrations were on offer to deliver programs. We looked at several platforms before deciding on Zoom as our preferred delivery tool. We have experience of Webex, Teams, Blue Jeans and Remo to name a few, and now enjoy the challenge of testing our knowledge and abilities in new ways whilst having the comfort of the increasingly robust Zoom.

Like others, we have brought in third-party tools like Mentimeter, Sli.do, Mmhmm and more, but have learned to lead with direct connection and only bring in add-ons when they directly support the learning and not vice versa.

Get creative with content

That said, it’s essential to keep participants engaged when delivering a virtual program. And here’s where getting creative with content can help. Extended periods staring at a screen often leads to fatigue, so it’s essential to break up a session by using videos, whiteboard annotation, role play, presentation slides and the chat function to keep participants engaged. And bringing in small break-out rooms that facilitate group discussion and sharing as much as possible adds extra value.

Celebrate technical issues

It’s a given that facilitators and moderators will run into technical problems during virtual delivery. Whether it’s a weak WIFI signal, audio or video not working, the disappearance of tools that are usually available, or inability to share screen, we’ve found that remaining upbeat as we deal with technical issues, and not getting rattled, works in our favour.

We have also noticed that if a glitch occurs whilst delivering a program, the issue is often resolved quickly or an alternative solution is found. Remaining positive and confident that there will always be a workaround means you can remain calm, composed and reassuring to participants.  

Play names bingo

It’s essential to get every voice into the room during a workshop, and it’s no different when delivering virtually. If you can name check every participant on the call, you’ll make sure that everyone is fully engaged and feels heard. A great way to make sure you check in with each participant is to have a list of names to hand and simply tick the names off the list as you interact with them.