Meeting Basics Facilitating for Results

1. Meeting Basics Facilitating for Results

2. Facilitating for Results There are Four Key Actions to Holding Effective Meetings: • Prepare the Group for a Focused Discussion • Encourage Diverse Points of View • Keep the Group Focused and Moving • Make Sure Action Items are Planned

3. Facilitating for Results Prepare the Group for a Focused Meeting Productive meetings don’t just happen. There are planned actions that need to be taken (even for spur of the moment meetings) and decisions that need to be made to make them happen. Preparation before the meeting • Define the purpose and desired outcome(s) • Why are we holding the meeting? • What tangible results do we expect to see at the end of the meeting (examples below)? • An action plan with assigned owners and due dates • Participants all leave with the same information • A draft strategy for review • Specific tangible outcomes keep a meeting focused

4. Facilitating for Results • Determine if a meeting is necessary Ask yourself these questions: • Is a meeting the best way to achieve the desired outcome(s)? • Is the topic complex and/or requires input from a variety of people? • Is group support necessary to implement the action plan? • Is the timing right to accomplish the desired outcome(s) in a meeting? • Determine the topics to cover and the best format for each List the topics you need to address to accomplish the desired outcome(s) Decide the format that best suits each topic Determine the person to best cover each topic Determine the best order of the topics Plan how you’ll handle additional topics that arise during the meeting (e.g. use of a ‘Parking Lot’)

5. Facilitating for Results • Estimate the length of the meeting Estimate how long each topic will take Allow extra time for controversial topics Allow time at the beginning and end for an introduction and wrap-up • Identify Participants Invite people whose input is needed to accomplish outcome(s) Include people who can impede the implementation of decisions When active participation is required limit the number of participants • Set a time and place Hold important, decision making meetings early in the day when energy levels are high Make sure the meeting room is appropriate in size and facilities Don’t be afraid to cancel a meeting if a problem comes up

6. Facilitating for Results • Plan note taking Determine whether you will need notes on discussions or just final action items Decide who will take notes and inform them prior to the meeting • Communicate the purpose and desired outcome(s) to all participants Prepare an agenda and send it out 2 days in advance (when possible) Talk to participants responsible for topics Send background materials ahead of time so people walk in with the same starting point Clarify priorities For spur of the moment meetings – use phone or go see them individually

7. Facilitating for Results Preparation at the Start of the Meeting • Restate the purpose and desired outcome(s) • Make necessary introductions • Take attendance • Review the Agenda • Gain acceptance on the agenda items – be flexible and willing to make changes if necessary • If a large or controversial problem arises during the meeting be willing to stop and renegotiate the desired outcome(s) • In a spur of the moment meeting work with participants to develop an agenda

8. Facilitating for Results • Develop or review Ground Rules • Ground rules have several benefits: • They establish the facilitator’s role and deliver the message that the meeting will be managed • They provide a structure and climate that make it easier to manage the flow of the meeting • Ground Rules fall into several categories • Participation guidelines (e.g. no org structure) • Behaviour guidelines (Values Consistency) • Role assignments (topic leaders, participants) • Non-negotiables (e.g. time limits, confidentiality) • With a new group – establish ground rules • With an established group – review and add new ones as necessary • Provide any Key Information • Take a minute at the start of each topic to make sure any pertinent information is shared

9. Facilitating for Results Encourage diverse points of view To obtain the best results, everyone needs to participate. All opinions are important to achieve the desired outcome(s) • State the type of participation desired • Are we just listening to information? • Is this a discussion? • Are we brainstorming or using another tool? • Show that you value ideas, opinions and questions • Clarify and paraphrase key ideas • Be selective about contributing your ideas and opinions • Give key information when its needed but be careful about inserting your opinion (when facilitating) • Defer to the group when you are asked questions to increase participation

10. Facilitating for Results • Ask for different points of view if you are not getting them • Call on people by name or poll the group • Don’t let a few people monopolize the discussion • Encourage participation from people whose experience or knowledge is relevant to the situation • Ask participants to examine an issue from a different point of view • Use brainstorming and other tools to get full participation • Record all ideas on a flip chart or whiteboard • Ask open-ended questions • Require more than a Yes or No answer. Generate discussion

11. Facilitating for Results • Protect new ideas • Acknowledge and support anyone who expresses an idea at odds with the majority (provided it is value-added) • Encourage partial ideas • Keep the focus on ideas not people • Record ideas without people’s names • Rephrase comments that focus on a person so that the group stays focused on the content of the idea rather than its source • Use positive reinforcement to show you value contributions • Use positive non-verbal cues – nods, smiles, uh-huhs • Thank people for their contribution but avoid commenting on the quality of the contribution • At the beginning and end of the meeting thank everyone for participating • After the meeting, express your appreciation privately for individual contributions

12. Facilitating for Results Keep the group focused and moving Keep the group on track by managing the content of the meeting and the process of the meeting. • Let the group carry the content of the meeting • Concentrate on what people are saying and how it relates to the desired outcome(s) • When asked to participate in a discussion consider asking someone else to facilitate temporarily • If the discussion gets side-tracked make suggestions to return it to the topic (keep your suggestions focused on process rather than content) • Pay attention to the flow of the meeting • Is the group losing focus? • Is introduced information related but irrelevant? • Are we spending too much time on the early parts of the agenda? • Are the participants referring to previously presented items in the middle of later discussions? • Are we reaching conclusions too rapidly? • Is the need to deal with an issue blocking the team from moving forward?

13. Facilitating for Results • Acknowledge and reinforce constructive contributions • Let participants know how their contributions help to accomplish the desired outcome(s) • Use the agenda, desired outcome(s), ground rules, and structured discussions to stay on track • Speed up the pace when the team is groping for ideas, rehashing the same ideas, or looking bored and tired • Slow down the pace when rapid conclusions are reached with little discussion • Restate the purpose of the discussion • Ask for data to justify the decisions • Make sure all members have had the opportunity to speak • Poll the group to get everyone’s opinion on the topic

14. Facilitating for Results • Keep the group aware of where they are in the process • Use the agenda • Periodically summarize key points and ask for agreement • To involve the team ask someone else to summarize • Help the group reach conclusions as the meeting progresses • Reaching conclusions provides a sense of accomplishment and keeps the meeting focused and constructive

15. Facilitating for Results Make sure action items are planned Avoid common mistakes of moving too quickly from topic to topic. Make sure decisions are followed by action steps, owners and timelines before moving on. Ensure that any assignments handed out are agreed to explicitly. Gain commitment to the task. • Assign action items throughout the meeting, and review them at the end • Assignments should be handed out while the discussion and decision are fresh in the team’s minds • Review action items at the end in case they have changed • Help the group decide on next steps • Use open-ended questions • Make specific assignments • Task, owner, due date format works well • Establish backup plans and discuss resources if required (but keep it short – follow-up after with individuals if necessary)

16. Facilitating for Results • Conclude by summarizing the group’s accomplishments • Thank the group for their participation • Evaluate the meeting • Check to make sure everything was accomplished • Perform a Plus / Delta with the team • Plan post-meeting logistics • Should we schedule the next meeting? • Inform everyone of minute and action item distribution plans • Discuss plans to monitor action items

17. Facilitating for Results Resolving Differences in a Win-Win Way • Clarify and summarize the different points of view • Ask for points of agreement; then ask for points of disagreement • Ask the group to look at the situation from the customer’s point of view • Ask the group to look at the situation from a cross-functional point of view • Ask how to resolve differences

18. Facilitating for Results Handling Disruptive Behaviour Disruptive behaviour is generally unintentional. In order for the meeting to progress in a constructive manner the leader must stop the behaviour and return focus to the topics. Learning how to discourage disruptive behaviour without embarrassing the person, creating an uncomfortable scene, or inhibiting participation is critical • Stay calm and use non-verbal cues • Maintain a relaxed posture, smile, walk behind or to the disruptive person • Reinforce the disrupter’s positive behaviour • Focus attention on the person’s positive behaviour. People often repeat behaviour that receives the most attention

19. Facilitating for Results • Refer to the Ground Rules • Let the group discourage the disruptive behaviour whenever possible • Refocus the discussion on the original topic • Make a direct statement to the disrupter when other approaches are not successful • Maintain the person’s self esteem by focusing your comments on the behaviour that is creating the problem, not the person’s personality • Try to understand the emotion behind the behaviour • Take a break • When all other efforts fail, call a break and talk privately with the person

20. Facilitating for Results