1. QUALITY ASSURANCE PROJECT Conducting Effective Meetings The purpose of this module is to enhance participants’ knowledge and skill in observing team meetings and identifying opportunities for facilitation and training 1

2. QUALITY ASSURANCE PROJECT At the end of this module participants will be able to:  Identify key aspects of planning, conducting, and evaluating team meetings  Develop a detailed meeting agenda  Identify communication skills needed for conducting effective meetings 2

3. QUALITY ASSURANCE PROJECT Why Have Meetings?  Important issues are addressed  High quality decisions are made  Work gets done that could not be done by individuals working alone 3

4. QUALITY ASSURANCE PROJECT Establish Meeting Ground Rules  Attendance  Promptness  Meeting Place And Time  Meeting Agenda  Participation 4

5. QUALITY ASSURANCE PROJECT Establish Meeting Ground Rules  Basic courtesies  Assignments  Interruptions  Breaks, eating, drinking and smoking  Routine chores 5

6. QUALITY ASSURANCE PROJECT First Team Meeting Review team objectives Determine who will be time keeper and recorder Decide on a set of ground rules 6

7. QUALITY ASSURANCE PROJECT Effective meetings happen when teams  Plan their meetings  Follow steps necessary to conduct an effective meeting  Evaluate their meetings  Develop communications skills 7

8. QUALITY ASSURANCE PROJECT Planning the Meeting Meeting objectives Meeting agenda 8

9. QUALITY ASSURANCE PROJECT Meeting Objectives  Information Giving  Discussion  Decision making  Task Oriented 9

10. QUALITY ASSURANCE PROJECT Conducting a Meeting  Open the meeting  State the purpose  Introductions, if necessary  Review the agenda  Follow the agenda 10

11. QUALITY ASSURANCE PROJECT Benefits of Agendas  Maintain control of the meeting  Help team members to prepare  Keep team members focused  Guide the orderly progress of the meeting 11

12. QUALITY ASSURANCE PROJECT Components of an Agenda Logistics information Sequence and timing of agenda items People responsible for topics Background materials needed 12

13. QUALITY ASSURANCE PROJECT Sample Agenda Structure 13

14. QUALITY ASSURANCE PROJECT Close the Meeting  Summarize results  Confirm next steps  Plan next meeting agenda 14

15. QUALITY ASSURANCE PROJECT Evaluate the meeting  What behaviors to continue?  What behaviors to stop?  What behaviors to start? 15

16. QUALITY ASSURANCE PROJECT Team Meeting Communication Skills  Active listening  Assertiveness 16

17. QUALITY ASSURANCE PROJECT Active Listening  Checking: “Can I repeat what you said in order to check my understanding?”  Clarifying: “It seems to me that what you mean is..”  Showing Support: “I hear you. Please continue.” 17

18. QUALITY ASSURANCE PROJECT Active Listening  Building: “To your last point I would like to add the following…”  Structuring: “Shall we look at the symptoms, try to define the problem, and then discuss possible solutions?” 18

19. QUALITY ASSURANCE PROJECT Assertiveness  Information and opinions are presented freely and clearly, with quality visual aids, if appropriate  Attempts to dominate are challenged  Dialogue and debate occurs freely 19