Tips for Successful Service Meetings
10 June 2013
Read by 2771 persons
HOW TO HOLD EFFECTIVE SERVICE MEETINGS?
Meetings or not, and how often?
We often question the usefulness of organizing meetings within "small" departments, composed of few agents. We think that it is not necessary when there are three or four of us to organize formal meetings, "anyway we talk to each other every day…". However, even in these cases, it is advisable to organize service meetings to ensure that everyone has all the information, and the same information. These meetings do not necessarily have to last long, half an hour may be enough provided they are well prepared. As for the frequency, there is no rule, it must be adapted according to the missions and work of the department, we can at most suggest a maximum of one weekly meeting and a minimum of one monthly meeting.
Preparation, process and conclusion of meetings
1. Preparing a meeting
Establish the list of participants
set the date and place of the meeting
set the start and end time of the meeting
determine the subject and objectives of the meeting (= agenda)
designate a secretary, a "facilitator" and a "timekeeper"
list any documents to prepare, to bring
Some details regarding the above:
-the subject of the meeting = what we are going to talk about.
-the objective of the meeting = the purpose of the discussion: to inform or to get information, to exchange, to raise and solve problems, to negotiate, etc.
- the timekeeper = person responsible for ensuring that the meeting does not exceed the set schedule; this forces us to get to the point and prevents unproductive discussions from dragging on. We set a start and end time for the meeting, it is advisable to start meetings on time in order to respect everyone's schedule. We can also determine the time we will devote to each point on the agenda. -the meeting facilitator = person responsible for launching and closing the points on the agenda, they do not necessarily have to be the highest ranking person. See point 2 for more details on the role of the facilitator.
-the secretary = person responsible for writing the minutes, classic but which allows nothing to be forgotten and prevents decisions from being contested later.
To do: at least three days before the meeting, send the meeting convocations, specifying the date (day and time), the place, the subject, the list of participants, the documents to bring and designating the facilitator, the secretary and the timekeeper.
2. Meeting process
Here is an outline for the conduct of meetings:
present the agenda
follow up on the previous meeting (follow up on actions to be taken)
review the various points on the agenda: inform, discuss, decide, etc.
various
summary and "actions to be taken"
The facilitator plays an important role in the smooth running of the meeting. This is a task that requires good concentration, a certain sense of perception of group phenomena, good listening and synthesis skills.
The facilitator must encourage communication during meetings. They ensure that everyone who wants to speak can do so. They can use techniques such as round tables, or ask for the opinion of those who speak less, "you haven't given us your opinion yet…".
It is the questions that create the dialogue and avoid a succession of monologues. We must ask a maximum of open and neutral questions.
Other techniques to apply for good communication and to move the debates forward:
Reformulate (or have reformulated) certain interventions to overcome communication difficulties that may arise; reformulation consists of summarizing the essentials in one or two sentences, synthesizing what you have understood: "if I understand correctly,…is that right?" Reformulation has several advantages:
· it allows you to punctuate someone's speech and avoid being overwhelmed by a flood of information;
· it allows you to check that you have understood your interlocutor;
· it gives your interlocutor the feeling of being listened to;
· it allows your interlocutor to clarify or adjust their thoughts if necessary.
Synthesize: summaries allow:
to bring the group back to the subject;
to clarify the group's progress;
to verify the understanding of what has been said.
Ensure progress:
move from the abstract to the concrete: "we must do better" ? "better than what?"
move from the impersonal to the personal: "we must…" ? "who precisely?"
In case of difficulties…
Meetings are also the setting for group phenomena that cannot always be foreseen. We must avoid polemical discussions with or between one or the other participant and stick to the objectives set. Remind the objectives and expected results if the discussion deviates towards external problems.
In conclusion
A meeting generally concludes with "actions to be taken": we determine who does what and by when and we will follow up on these actions during the next meeting.
3. After the meeting
The secretary writes the minutes of the meeting within a maximum of 5 working days.
The minutes are sent electronically to the participants who have 10 working days to communicate their comments in writing to the secretary.
The minutes of the meeting and the decisions contained therein are considered approved if, within this period of 10 working days, the participants have not communicated any comments in writing.
If comments are made, the minutes are modified by the secretary and sent to the participants with the same approval period.
To do: write a report and send it to the participants for any comments.
Modify, if necessary, the report according to the comments made by the participants.
Audit.cfwb.be
Posted online June 10, 2013.
Meetings or not, and how often?
We often question the usefulness of organizing meetings within "small" departments, composed of few agents. We think that it is not necessary when there are three or four of us to organize formal meetings, "anyway we talk to each other every day…". However, even in these cases, it is advisable to organize service meetings to ensure that everyone has all the information, and the same information. These meetings do not necessarily have to last long, half an hour may be enough provided they are well prepared. As for the frequency, there is no rule, it must be adapted according to the missions and work of the department, we can at most suggest a maximum of one weekly meeting and a minimum of one monthly meeting.
Preparation, process and conclusion of meetings
1. Preparing a meeting
Establish the list of participants
set the date and place of the meeting
set the start and end time of the meeting
determine the subject and objectives of the meeting (= agenda)
designate a secretary, a "facilitator" and a "timekeeper"
list any documents to prepare, to bring
Some details regarding the above:
-the subject of the meeting = what we are going to talk about.
-the objective of the meeting = the purpose of the discussion: to inform or to get information, to exchange, to raise and solve problems, to negotiate, etc.
- the timekeeper = person responsible for ensuring that the meeting does not exceed the set schedule; this forces us to get to the point and prevents unproductive discussions from dragging on. We set a start and end time for the meeting, it is advisable to start meetings on time in order to respect everyone's schedule. We can also determine the time we will devote to each point on the agenda. -the meeting facilitator = person responsible for launching and closing the points on the agenda, they do not necessarily have to be the highest ranking person. See point 2 for more details on the role of the facilitator.
-the secretary = person responsible for writing the minutes, classic but which allows nothing to be forgotten and prevents decisions from being contested later.
To do: at least three days before the meeting, send the meeting convocations, specifying the date (day and time), the place, the subject, the list of participants, the documents to bring and designating the facilitator, the secretary and the timekeeper.
2. Meeting process
Here is an outline for the conduct of meetings:
present the agenda
follow up on the previous meeting (follow up on actions to be taken)
review the various points on the agenda: inform, discuss, decide, etc.
various
summary and "actions to be taken"
The facilitator plays an important role in the smooth running of the meeting. This is a task that requires good concentration, a certain sense of perception of group phenomena, good listening and synthesis skills.
The facilitator must encourage communication during meetings. They ensure that everyone who wants to speak can do so. They can use techniques such as round tables, or ask for the opinion of those who speak less, "you haven't given us your opinion yet…".
It is the questions that create the dialogue and avoid a succession of monologues. We must ask a maximum of open and neutral questions.
Other techniques to apply for good communication and to move the debates forward:
Reformulate (or have reformulated) certain interventions to overcome communication difficulties that may arise; reformulation consists of summarizing the essentials in one or two sentences, synthesizing what you have understood: "if I understand correctly,…is that right?" Reformulation has several advantages:
· it allows you to punctuate someone's speech and avoid being overwhelmed by a flood of information;
· it allows you to check that you have understood your interlocutor;
· it gives your interlocutor the feeling of being listened to;
· it allows your interlocutor to clarify or adjust their thoughts if necessary.
Synthesize: summaries allow:
to bring the group back to the subject;
to clarify the group's progress;
to verify the understanding of what has been said.
Ensure progress:
move from the abstract to the concrete: "we must do better" ? "better than what?"
move from the impersonal to the personal: "we must…" ? "who precisely?"
In case of difficulties…
Meetings are also the setting for group phenomena that cannot always be foreseen. We must avoid polemical discussions with or between one or the other participant and stick to the objectives set. Remind the objectives and expected results if the discussion deviates towards external problems.
In conclusion
A meeting generally concludes with "actions to be taken": we determine who does what and by when and we will follow up on these actions during the next meeting.
3. After the meeting
The secretary writes the minutes of the meeting within a maximum of 5 working days.
The minutes are sent electronically to the participants who have 10 working days to communicate their comments in writing to the secretary.
The minutes of the meeting and the decisions contained therein are considered approved if, within this period of 10 working days, the participants have not communicated any comments in writing.
If comments are made, the minutes are modified by the secretary and sent to the participants with the same approval period.
To do: write a report and send it to the participants for any comments.
Modify, if necessary, the report according to the comments made by the participants.
Audit.cfwb.be
Posted online June 10, 2013.
