PLAN, MANAGE AND CONDUCT MEETINGS

PLAN, MANAGE AND CONDUCT MEETINGS
D1.HGE.CL7.08 D1.HGA.CL6.05 Trainer welcomes trainees to class.

Subject Elements This unit comprises three Elements:
Plan and prepare for meetings Conduct meetings Debrief and follow up meetings. Trainer advises this Unit comprises three Elements, as listed on this slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor. Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1: Plan and prepare for meetings
Introduce topic. Class Activity – General Discussion Ask general questions: What is the purpose of meetings? How often do meetings occur in a business? What are typical types of meetings? How do you plan for a meetings? What do you need to prepare for a meeting?

Plan and prepare for meetings
Performance Criteria for this Element are: Identify the need for meetings and who should attend Decide on the style of the meeting and level of formality required according to meeting purpose, occasion, nature of participants and enterprise procedures Make arrangements for the meeting in accordance with organisational requirements and within designated timelines. Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Identify customer/guest requirements
Performance Criteria for this Element are: Develop an agenda in accordance with the purpose of the meeting Prepare meeting papers and dispatch to participants before the meeting, where appropriate, and within appropriate timeframes. Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Meetings The term meeting refers to ‘a bringing together’.
In business terms this generally means bringing together different people with the common goal of reaching some type of objective or outcome Most businesses will have meetings, using a range of meeting types and styles Regardless of the meeting, it is important that every meeting has a purpose and provides value. Class Activity – Discussion How can you add value to a meeting?

Characteristics of meetings
In essence meetings are planned events, with some form of structure and purpose are designed to: Get people together Get alignment towards a specific range of topics Provide information Brainstorm ideas (Continued) Class Activity – Discussion What are the benefits of these characteristics?

Characteristics of meetings
Exchange ideas and thoughts Understand the topics discussed Reach confirmation and agreement Assign accountability and actions Decide on further action or strategy. Class Activity – Discussion What are the benefits of these characteristics?

Identify need for meetings
Every meeting must have a purpose There must be a reason to get people together The purpose of a meeting must be clear for all participants. What are common needs of a meeting? Class Activity – Discussion Discuss the question in the slide?

Identify need for meetings
Meetings aim to: Inform people and share information about new issues or developments Access new information and exchange information between participants at the meeting Make decisions by using those present to brainstorm ideas and offer solutions Review and monitor existing programs or project manage new ones. Class Activity – Discussion Is there any other needs for meetings that are not mentioned in this slide?

Intention of meetings The intention of meetings will normally be dictated by the outcome to be reached including: Problem-Solving Meetings Decision-Making Meetings Planning Meetings Feedback or Follows-Up Meetings Combination Meetings. Class Activity – Discussion Which of these meetings are the most common? Explain, from your own experiences, what was discussed in each of these meetings? Who would normally attend each of these meetings? Problem-Solving Meetings – these meetings are designed to discuss and find solutions to existing or potential problems. Decision-Making Meetings – these meetings are designed to get key persons to discuss a scenario, including their pro’s and con’s and to reach a suitable solution Planning Meetings – these meetings are focused on future events and are normally focused on developing strategies for implementation Feedback or Follows-Up Meetings – these meetings are mainly designed to communicate and discuss facts or events that take place during the normal course of a business. It also involves following up on situations previously discussed Combination Meetings – these meetings use a combination of the above. Most meetings generally will involve a range of information sharing, discussion and reaching decisions

Key roles in meetings In order to achieve those outcomes in an orderly and fair manner, certain positions or roles are assigned to certain participants. Key roles are generally: Chairperson Secretary Treasurer. Class Activity – Discussion What is the purpose of each of these roles? What activities are involved in each of these roles?

Key roles in meetings Chairperson
It is the chairperson’s responsibility to ensure the meeting’s purpose is achieved There are two ways the Chairperson can attain their position, they can either be elected or they can be appointed The position is also chosen based on experience, responsibility or seniority. Class Activity – Discussion Thinking back to meetings you have been a part of, how has the chairperson been selected? Was it a ‘formal’ selection or did it naturally happen?

Key roles in meetings Chairperson
Some of their key responsibilities include: They liaise with the secretary regarding the next agenda and contribute to its final copy They ensure that the minimum number of people are present so that the meeting can take place They open the meeting by welcoming participants They make sure someone is taking the minutes. Class Activity – Discussion What are the tasks the chairperson would need to do in fulfilling each of these responsibilities?

Key roles in meetings Chairperson Attempt to move the meeting along at a timely and orderly pace by: Ensuring speakers direct questions to them One person speaks at a time Speakers only speak once on a motion Speakers remain focused on the topic of discussion Make certain that motions are properly moved and seconded and that is recorded by the minute taker Remain objective when someone is stepping out of the guidelines or not addressing the issue in question Set the date, place and time for the next meeting. Class Activity – Discussion What are the tasks the chairperson would need to do in fulfilling each of these responsibilities?

Key roles in meetings Secretary
The secretary’s position is integral to the efficient functioning of a meeting. Their duties are numerous and their tasks can be broken down into: Before the meeting During the meeting After the meeting. Class Activity – Discussion What tasks does a secretary perform: a) Before the meeting? b) During the meeting? c) After the meeting?

Before the meeting taking place, they will be responsible for: Drawing up the agenda and sending out notices of meetings Preparing items and organising correspondence Ensuring there is enough seating. Class Activity – Discussion What are some tasks they would need to do to ensure they can complete these activities?

During the meeting, they will be responsible for: Taking a record of who is present, absent and reading out apologies for those absent Read out the minutes from the previous meetings and any correspondence as a result of previous minutes Take notes and minutes Action incoming and outgoing correspondence. Class Activity – Discussion What are some tasks they would need to do to ensure they can complete these activities?

After the meeting, they will be responsible for: Writing up the minutes from the previous meeting notes Following up on any correspondence Completing any tasks given from the meeting Preparing for the next meeting. Class Activity – Discussion What are some tasks they would need to do to ensure they can complete these activities?

Key roles in meetings Treasurer
A treasurer is in charge of ensuring the finances of the organisation are kept in order. They must: Ensure bills are paid Confirm income is deposited into the bank Report to the meeting on issues of finance Provide participants with an financial position. Class Activity – Discussion What are some tasks they would need to do to ensure they can complete these activities?

Participants in meetings
When deciding on the people who are to be invited to a meeting there are a number of questions that must be answered. Is this person required to play an active role in the meeting – speak, share information or make a presentation? Are the meeting topics relevant to the person? Does the person need to be actually at the meeting to receive the information or can it be delivered to them in another format? Class Activity – Discussion Thinking about previous meetings you have been in, how have participants been decided?

Types of meeting There are many types of meetings, each designed to meet the requirements of the: Persons attending the meeting Availability of participants Location of the meeting Time frame and budget Information being presented Formality of the meeting. Class Activity – Discussion What are different types of meetings that take place in a hospitality business?

Types of meeting There are many types of meetings, normally dependent on who the participants are. Some different types of meetings include: Quick business meetings “Stand-up” meetings Business meetings. Class Activity – Discussion Discuss the different types of meetings (notes are below) When would each of these be used or appropriate? Who would attend these meetings? What would be discussed at these types of meetings? Where would they be held? How often would they be held? There are many types of meetings, normally dependent on who the participants are. Some different types of meetings include: Quick business meetings – short meetings to share or clarify information, prepare and co-ordinate events, anticipate needs or answer questions “Stand-up” meetings – these meetings require people to remain standing to keep them short and concise. They are used to make announcements, clarify points, run through and explain events or activities Business meetings – normally with colleagues and managers, however can be with customers, suppliers and members of the community

Types of meeting Some different types of meetings include:
Staff meetings Management Team meetings Interdepartmental meetings Coordinating meetings Board meetings. Class Activity – Discussion Discuss the different types of meetings (notes are below) When would each of these be used or appropriate? Who would attend these meetings? What would be discussed at these types of meetings? Where would they be held? How often would they be held? Staff meetings – common type of meeting conducted with other staff to discuss upcoming or past events, operational issues or share new information Management Team meetings – these meetings are normally between departmental managers and are aimed at solving problems, discussing information and results of mutual need, to make decisions and allocate responsibility for action Interdepartmental meetings - to get input from others, discuss and interpret decisions, share information and communicate facts Coordinating meetings –discusses all aspects of an event or activity Board meetings – high level meeting involving senior executives and directors to report results, set policies and directions and to set strategy for the future

Types of meeting Some different types of meetings include:
Team building meetings Project Team meetings Creative product development meetings Community meetings Conferences and Retreats. Class Activity – Discussion Discuss the different types of meetings (notes are below) When would each of these be used or appropriate? Who would attend these meetings? What would be discussed at these types of meetings? Where would they be held? How often would they be held? Team building meetings – aimed at bringing people of a team ‘together’ and ‘understand each other’. This involves communicating together, sharing thoughts and ideas, discussing problems and reaching mutually agreeable solutions. It is aimed to build and strengthen relationships within the group Project Team meetings – based on a specific project and aimed at discussing the various aspects of the project including tasks, schedules, responsibilities, results and problems that exist Creative product development meetings – to generate new ideas and concepts towards new products, brands, markets or operations Community meetings – involves members or businesses within the local community. The aim is to provide information, explain reasoning, generate understanding, get feedback and build relationships Conferences and Retreats – these team building or reward meetings are used to set new directions, undertake business planning and to motivate participants

Styles of meeting The style of a meeting normally refers to the location or layout of a meeting. It is aimed around the level of interaction and passing of information within the meeting. Meeting styles will normally include: Round table Lecture Seminar Conference. Class Activity – Discussion Discuss the different styles of meetings (notes are below) When would each of these be used or appropriate? Round table – where ideas and views are shared Lecture – where one presentation is given with no feedback required, Seminar - incorporating several presentations to a small audience, again with limited or no feedback Conference – where small to medium numbers of participants are involved and ideas are shared, at times collectively, in small groups or independently of each other

Styles of meeting Meeting styles will normally include: Congress
Exhibition or trade show Workshop Training course Promotional event Telephone conference call Video conference. Class Activity – Discussion Discuss the different styles of meetings (notes are below) When would each of these be used or appropriate? Congress – large meeting over several days with many participants Exhibition or trade show with manned stands and demonstrations being visited by passers-by. Seminars may also be included Workshop – smaller groups with interactive discussion and planning), Training course – for the purpose of training involving sharing of information and or practical skills Promotional event – to promote a brand, product or service Telephone conference call – where people are included in meetings via the telephone Video conference– where people are included in meetings via video

Frequency of meeting Since a meeting can be held once or often, the meeting organizer has to determine the repetition and frequency of occurrence of the meeting. Frequency of meetings, normally comprise of: A one-time meeting A recurring meeting A series meeting. Class Activity – Discussion Discuss the different styles of meetings (notes are below) What are some examples of each? A one-time meeting – where meetings are self contained and not reliant on other meetings. It focuses on one piece of information, event or action A recurring meeting - is a meeting that takes place at a scheduled time and place. These normally include staff briefings or management meetings A series meeting - is like a recurring meeting, but the details differ from meeting to meeting.

Formality of meeting Formality of meetings will normally dictate:
Attire to be worn at the meeting The structure of the meeting Style of presentations and information to be given Conduct Budget and planning Catering. Class Activity – Discussion Are most meetings formal or informal? What are some examples of formal meetings and what needs to be prepared for these? What are some examples of informal meetings and what needs to be prepared for these?

Organisational requirements of meetings
Each business will have their own policies and procedures in relation to: When meetings are scheduled Who is required to attend The style and format The required action of participants Confidentiality of information. Class Activity – Discussion What are some of the organisational requirements of hospitality businesses?

Arrange meetings Once the type, style and formality of meeting has been identified, the arrangements must be made to ensure the meeting is conducted in a professional and effective manner The aim of arranging meetings is to enable all participants within the meeting to be able to undertake their role in a manner that is streamlined, with all necessary tools at their immediate disposal. What do you need to arrange for a meeting? Class Activity – Discussion What do you need to arrange for a meeting? Get the audience to think about all the things that need to be arranged.

Arrange meetings Activities to be performed when arranging meetings
Identify meeting leader or organiser Identify date, time and location Book meeting facility Identify budget. Class Activity – Discussion What are the tasks that need to be performed in each activity? Identify meeting leader or organiser There is normally a specific person who has asked for the meeting to be prepared. It is vital to talk to that person to gain an understanding of how they would like the meeting to be prepared and what resources they need. Identify date, time and location It is vital to get this information before major arrangement can commence. Book meeting facility Once the date, time and location have been determined, it is important to book or reserve the venue in adequate time. Meetings may be held in an office, a boardroom or conference room within the hotel or at an external venue. Identify budget An important task when making arrangements is to identify the meeting budget. The budget will dictate the framework and expected inclusions for the meeting.

Arrange meetings Prepare information & agenda
Agenda and meeting information Accommodation options Transportation arrangements or options Background information on city or country Weather information Direction to the venue Event schedule Names of participants Background information on the company or topics for discussion Dietary requirements. Class Activity – Discussion What are the tasks that need to be performed in each activity? Why is it important to give this information, especially for participants who are from another region or country?

Arrange meetings Notify people Organisers Catering staff Participants
Suppliers Meeting room co-coordinator Media. Class Activity – Discussion What are the tasks that need to be performed in each activity? What information would you need to give or discuss with each type of person?

Arrange meetings Arrange venue layout Tables and Chairs
Surrounding furniture Stage Signage Aesthetics. Class Activity – Discussion What are the tasks that need to be performed in each activity? Tables and Chairs – for speakers and participants Surrounding furniture - including catering tables, chairs, coat racks, luggage storage Stage – including lectern Signage – to be displayed in the room itself, in front of the meeting room and the entrance of the building, including suitable directions Aesthetics – Flowers, plants, music lighting and temperature

Arrange meetings Arrange Equipment Computers Printers Scanners
Photocopiers Telephones Teleconference equipment Video conference equipment. Class Activity – Discussion What are some examples for each type of equipment? Where do you source them from? How much do they cost to hire? Who sets them up and operates them?

Arrange meetings Arrange Equipment Data Projector and screen
Audi Speakers Internet connection or ‘wifi’ Microphone (cordless or fixed) Microphone stand and speakers Whiteboards and electronic whiteboards. Class Activity – Discussion What are some examples for each type of equipment? Where do you source them from? How much do they cost to hire? Who sets them up and operates them?

Arrange meetings Arrange Equipment
Flip charts, large paper sheets and pens Lectern including light DVD Player and TV screen Lighting Camera and video player. Class Activity – Discussion What are some examples for each type of equipment? Where do you source them from? How much do they cost to hire? Who sets them up and operates them?

Arrange meetings Arrange stationery
‘Stationery kit’ which comprises a ruler, pencils, pens, scissors, highlighters, glue, pins, ‘blue tak’ calculator, laser pointer, whiteboard markets, eraser, stapler, staple remover and hole punch Pens and pads Name badges Place settings Water glass Mints. Class Activity – Discussion Where do you source them from? What other stationery is commonly used which should be easily accessible?

Arrange meetings Arrange catering Catering staff
Glassware, crockery and cutlery Service area Service equipment Clothes and trays Food Timing of meals Special requests of dietary requirements Menus Cash lists, registers and cash float if items are to be sold. Class Activity – Discussion What is common catering for meetings? What choices are there? Who arranges the catering? Trainer to show some examples of ‘catering’ packages provided in Banqueting & Conference facilities

Arrange meetings Specialised meeting staff Welcoming staff
Meeting organisers MC – Master of ceremonies Language translator Photographer Audio and visual expect Computer technician Catering staff. Class Activity – Discussion When would you use these specialist people? Where can you source them? How much do they cost to use?

Develop agenda An agenda is simply a list of things to be discussed at a meeting Most agendas take the shape of a one-page document and are given out to the expected participants, prior to the meeting In informal meetings, quite often the agenda is handed out prior to the commencement of the meeting. Class Activity – Discussion What is an agenda? What is it’s purpose? What information is included in an agenda? Who normally prepares an agenda?

Types of agendas Informal agenda
An informal agenda may include the following: Title stating name of meeting Date of meeting Time of meeting Place of meeting Objectives of the meeting A list of participants, their title and position A list of topics for discussion. Class Activity – Review and Activity Trainer to show examples of informal agendas Trainer to get the audience to prepare an informal agenda for a meeting of their choice

Types of agendas Formal agenda The opening stage
Apologies received – for those who are absent A section confirming the acceptance of previous meetings Most have a section known as ‘Business Arising’ from previous meeting Correspondence General business Date for next meeting Closing time of meeting. Class Activity – Review and Activity Trainer to show examples of formal agendas Trainer to get the audience to prepare a formal agenda for a meeting of their choice

Preparing of agendas Contact the Chairperson of the meeting
Identify topics for discussion at the next meeting Note the topics on the agenda Confirm all agenda topics and sequence order Confirm participants to be invited Obtain participant contact details, addresses and or numbers so that the agenda can be distributed prior to the meeting. Class Activity – Discussion Discuss points.

Preparing meeting papers
The success of a meeting comes down to planning. As actual meeting times are quite restricted, all participants must be aware of, in advance: The purpose of the meeting Any background information Topics for discussion Their role in the meeting. Class Activity – Discussion How can you obtain this information? Besides the agenda, what are other meeting papers that are normally given to participants before meetings?

Preparing and distributing meeting papers In order to prepare participants you may be required to: Prepare agenda Prepare presentations Prepare background notes Give to staff, suppliers and other interested parties Give to participants. Class Activity – Discussion Trainer to provide examples of each step.

Confidentiality of information In many cases, any information that is to be given to participants, is confidential and not for distribution or viewing to anyone. This may include: Strategic plans Financial information Information about customers Staff movements Salary information Operational matters Marketing and promotional materials. Class Activity – Discussion Why is confidentiality important? How can you ensure confidentiality? What happens if someone breaks the rules of confidentiality?

Element 2: Conduct meetings Introduce topic.
Class Activity – General Discussion Ask general questions: What is the role of the chairperson when conducting meetings? How do you keep control of meetings?

Conduct meetings Performance Criteria for this Element are:
Chair meetings in accordance with enterprise procedures and meeting protocols Encourage open and constructive communication Reach agreement with meeting participants on meeting goals and conduct Present information and ideas clearly and concisely. Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Conduct meetings Performance Criteria for this Element are:
Give all participants the opportunity to contribute Manage meetings to maintain focus on agreed goals Conduct meetings within agreed times, or adjust times with the agreement of participants Record the minutes of meetings accurately, where appropriate. Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Chair meetings Whilst meetings are extremely valuable and effective avenues in which to share information, make decisions and agree on strategies that will shape the future direction of a business It is vital that they are well managed Most meetings will have a person running it This is normally the person who called the meeting in the first place This person will assume the role of the ‘chairperson’ regardless of whether they give themselves the title or not. Class Activity – Discussion Discuss points The role of the Chairperson will be explained in more details in upcoming slides.

Chair meetings The role of the Chairperson
In essence it is their role to ensure: The meeting stays on track The agreed topics are discussed and auctioned All participants have an equal opportunity to contribute. Class Activity – Discussion How can a chairperson undertake these roles?

Chair meetings By adopting the following concepts, the chairperson can help to conduct a meeting in an effective manner: Be prepared Use and follow the agenda Keep track of time Include people Get feedback. Class Activity – Discussion Be prepared – ensure all the necessary people, documents, resources and equipment are ready and working Use and follow the agenda – whilst deviations may occur, by sticking to the predetermined framework, all necessary topics can be covered Keep track of time – start and end the meeting on time and ensure that allocated times for each agenda topic is adhered to Include people – this will be discussed in a following section, however it is vital to value the people in attendance Get feedback – ensure all relevant people have had the opportunity to express their opinions or knowledge

Chair meetings Meeting flow chart
There is a common meeting flow chart that is used to ensure all aspects of a meeting are covered including: Open the meeting Apologies Minutes of the previous meeting Business arising from the minutes. Class Activity – Discussion What are the activities to be performed in each of these steps? Details of what is included in each step is identified in the manual

Chair meetings Meeting flow chart Correspondence Reports
General business Any other business Closing meeting. Class Activity – Discussion What are the activities to be performed in each of these steps? Details of what is included in each step is identified in the manual

Opening meetings Always start on time and state that sticking to the agenda and its timeline is important Welcome attendees and thank them for their time Make introductions Clarify your role in the meeting Review the agenda Allocate someone to take minutes Start the meeting in a positive and enthusiastic manner. Class Activity – Discussion Always start on time – regardless of whether certain participants are running late. This respects those who showed up at the correct time and serves as a reminder of those running late that sticking to the agenda and its timeline is important Welcome attendees and thank them for their time – everyone has other tasks they could be doing so it is important to recognize the time they have contributed Make introductions – if participants do not know each other, yourself or the company, it might be worthwhile providing a brief introduction Clarify your role in the meeting – now is the time to explain any ground rules in which you may have for the meeting Review the agenda – by doing this at the beginning of each meeting, participants are reminded of the purpose of the meeting and all the major topics to be discussed Allocate someone to take minutes – this may have been predetermined, however it is important to check that recorded notes are being taken. Explain to participants copies of the minutes will be given to them after the meeting Start the meeting in a positive and enthusiastic manner

Maintaining control The three most common reason meetings get out of control are: Disagreements and differences of opinion when making decisions Talking about topics that are not relevant Spending too much time on a particular agenda item, at the expense of other items. Class Activity – Discussion How would you handle these situations to maintain control?

Open and constructive communication
Meetings are only as good as the ideas that the participants bring forward Great ideas can come from anyone in an organization, not just its managers It is no point having people attend meetings if there are not able to express their views, opinions or suggestions As the chairperson, it is your role to ensure everyone is given a fair opportunity to participate in meetings. Class Activity – Discussion What is ‘open’ and ‘constructive’ communication? How can you encourage this type of communication?

Confidentiality Many people generally have reservations about being honest and open if they know what they say is relayed to others after the meeting Critical comments, may be an important aspect of a meeting topic and the basis for ways to improve performance They are vital to a meeting and should be encouraged Establish a ground rule in relation to confidentiality. Class Activity – Discussion How can you make participants feel comfortable giving critical comments and information? What confidentiality rules would you put in place?

Meetings are the most common place to address problems that exist in the workplace In order to find a suitable solution, it is important to understand the causes and why things were said, or done in a certain way Focus on problem, not to lay blame Concentrate on facts not emotions Focus on finding a solution. Class Activity – Discussion How can you ensure people focus on identifying cause of problems without laying blame? How can you keep people focused on finding solution?

Meeting conduct One of the initial important tasks of a chairperson is to ensure that all meeting participants understand, accept and respect the goals of the meeting and conduct that is to be expected. How can you do this? Class Activity – Discussion Discuss question in the slide.

Meeting conduct Establish ground rules Four simple ground rules are:
Allow people to participate Focus on the topic Maintain momentum Try to reach closure. Class Activity – Discussion When should they be introduced and explained to meeting participants? How can you get agreement? How can you achieve these ground rules? Four simple ground rules are: Allow people to participate – everyone should have an equal opportunity to speak and be heard, without discrimination Focus on the topic – stick to the topics on the agenda. If new topics are introduced they should be noted for discussion in ‘other business’ at the end of the meeting, if time permits. Maintain momentum - always try to reach the desired action in a positive and constructive manner Try to reach closure – whether a decision is made or an action is allocated to a staff member for completion, some form of conclusion should be reached for each agenda topic

Meeting conduct Communicating ground rules
In order for people to remember the ground rules the chairperson may decide to: List your primary ground rules on the agenda Review them periodically or when new participants come to meetings Keep the ground rules posted on documents. Class Activity – Discussion What are other ways to ensure meeting participants understand and remember ground rules for meetings?

Meeting conduct Appropriate behavior
The type of behaviour that should be encouraged includes: Listening effectively and actively to others Being open to other’s suggestions Ensuring that everybody is clear about what is being said and expected Mediating to ensure that amicable solutions are reached Negotiating issues so that all participants feel a consensus has been reached. Class Activity – Discussion What are other ways to ensure meeting participants understand and remember ground rules for meetings?

Meeting conduct Inappropriate behavior
The type of behaviour that should be discouraged includes people who: Interrupt Domineer proceedings Manipulate a group. Class Activity – Discussion Why do people use this negative behavior? How can you stop people from controlling meetings using this behavior?

Present information and ideas clearly
As the meeting commences, each agenda item will be introduced, discussed and actioned. Each agenda item must be discussed: In a clear and concise manner With an agreed outcome In the allocated time. Class Activity – Discussion How can you get your message across in a clear and concise manner?

What is a motion? A motion is normally a one-sentence statement that specifies the issue to be discussed After the issue is discussed participants are asked to vote on it These two processes together make a motion. Class Activity – Discussion Why is important to get a vote when introducing a motion?

Different types of motions There are two main types of motions: Independent An independent motion will deal specifically with the business raised at the meeting Procedural These motions generally relate to procedures as opposed to a direct agenda item. Class Activity – Discussion What are some examples of each type of motion? Independent Motion An independent motion will deal specifically with the business raised at the meeting. An independent motion could be “I move that we introduce a new restaurant menu commencing the first day of next month. Procedural Motion These motions generally relate to procedures as opposed to a direct agenda item. A procedural motion could be “I move that this meeting close by 9 pm tonight because the Hockey Club have hired the premises”.

Points of order A point of order can be called when it is thought that the person speaking is: Not adhering to the topic Speaking out of turn Taking too long to address the point. Anyone can call a point of order – even while the person is speaking. Class Activity – Discussion What are the benefits of a ‘point of order’? What would you do as a chairperson if someone made a ‘point of order’?

Amendments An amendment is simply an adjustment to a motion, it needs to be moved and seconded because it is a small change The purpose of amendments is to clarify or improve the motion. Class Activity – Discussion What are the benefits of an amendment? What would be examples of an amendment?

Order of debate After the motion has been accepted, those people responsible for moving and seconding the motion are given the first right of reply in that order They can choose to speak or they can decline or they can ‘reserve’ their right to speak Then the Chairperson opens up the floor for debate by asking if anyone else would like to contribute to the discussion If other participants decide to speak then once they have finished the Chairperson again offers the floor to the mover by offering them the right to reply. Class Activity – Discussion Why is it important to have a strict order of debate?

Reaching a solution Where possible, as the Chairperson, you should try to ensure that: All relevant information has been discussed Everyone has had the opportunity to contribute their information, ideas and recommendations A solution can be reached. Class Activity – Discussion Why is it important to reach a solution? What happens once you have reached a decision in a motion or topic?

Equal opportunity to contribute
The reason people have been invited to attend a meeting is because they have something important to contribute. This contribution could come in the form of: Making a presentation Providing expert advice Providing feedback or suggestion Providing criticism Providing acceptance and approval. Class Activity – Discussion Why is it important to allow everyone have an equal chance to contribute? How can you ensure this takes place?

Equal opportunity to contribute
Fair and equitable opportunity to contribute Refer to the ground rules, which should include guidelines on listening and allowing others to speak Allocate times for each person to contribute Provide small group opportunities that afford more people the chance to speak If a person is constantly interrupting, whether on purpose or unintentionally, handle the situation in private. Class Activity – Discussion If someone keeps interrupting, what can you do?

Maintain focus in meetings
In essence a meeting is a ‘controlled conversation with a purpose’. Many meetings can go off-course due to: Topics taking longer to discuss Differences of opinion being discussed and debated for longer than expected New topics introduced. Class Activity – Discussion What should the meeting focus be on? How can you handle these situations to maintain the focus of the meeting?

Common deviations away from meeting focus Social conversations: Topics that are of a social nature or not relevant to the meeting should be stopped in an appropriate manner Quite often they can be discussed before a meeting commences or after a meeting concludes. Class Activity – Discussion How do you stop continuous chatter between people?

Common deviations away from meeting focus Reaching a decision: A common decision making strategy could include: Define the problem or situation Define criteria to submit information or input Generate alternatives Evaluate alternatives Vote or seek agreement on a course of action Construct a strategy or implementation plan Allocate or assign tasks to relevant participants. Class Activity – Discussion Discuss the importance of having a set decision making structure. The Trainer may wish to conduct a role play

Common deviations away from meeting focus Presentations taking too long It is not uncommon that a person making a presentation takes a lot longer than anticipated. Solutions include: A formal or friendly reminder Use of ‘time remaining’ cards Clock or timer depicting end of scheduled time. Class Activity – Discussion How can you stop people from talking for too long?

Common deviations away from meeting focus Differences of opinion You may wish to: Identify a time frame for discussion before a decision is made or voted on Allocate a specific time period for each person to contribute Direct the conversation, by dictating questions to specific people to either deviate discussions away from domineering participants or to involve passive people. Class Activity – Discussion Discuss points.

Common deviations away from meeting focus New topics introduced The options to take include: Allow discussion of the new topic Table it for discussion at the end of the meeting in ‘other business’ if time allows Table it for discussion in a new meeting. Class Activity – Discussion Discuss points.

Conduct meetings within timelines
It is important that the original meeting topics, as identified in the agenda, be introduced, discussed and acted upon within the predetermined time frame One of the most difficult tasks a Chairperson has is time management. Class Activity – Discussion What can you do to ensure meetings and their respective agenda items are conducted according to their pre-determined time?

Conduct meetings within timelines
Time management techniques Only include items that are required in meetings Allocate tasks to be completed before meetings Start on time and end on time Allocate and notify times Ask participants to help with time management Allow time to decide Allocate to new meeting. Class Activity – Discussion How can you introduce these time management activities? Are there any other activities you can do to ensure meetings are conducted in a timely manner? Only include items that are required in meetings – look at agenda items and determine if the topic needs to be discussed in a meeting, or if it can be resolved outside a meeting. Allocate tasks to be completed before meetings – try to think of activities that can be done before a meeting, such as research or identifying and discussing solutions in small groups, to help reduce time spent on the topic in the meeting Start on time and end on time – Everyone has other tasks to do, so it is vital meetings start and end in a prompt manner. If you announce the length of the meeting and then stick to it, fewer participants will keep looking at their watches, and more participants will take an active role in your meetings. Allocate and notify times – where possible have predetermined times for each agenda item and discussion times associated with each one. Ask participants to help with time management - ask attendees to help you keep track of the time. Time to decide - If the planned time on the agenda is getting out of hand, present it to the group and ask for their input as to a resolution. Allocate to new meeting – if a decision can’t be reached in this meeting table it to the next meeting

Closing meetings When closing a meeting:
Thank the participants for their time and valuable contributions Summarise the meeting topics Review actions and assignments Clarify that meeting minutes or actions will be reported. Explain the process Set the time for the next meeting and ask each person if they can make it or not Try to end on a positive note Always end meetings on time. Class Activity – Discussion What happens once a meeting has concluded? What do you need to do?

Record minutes of meetings
One of the key requirements of any meeting is to record minutes Minutes are a written record of what was discussed, agreed and actioned They provide participants with a tangible record of events resulting from the meeting. In essence minutes can be likened to a photocopy of the meeting. Class Activity – Discussion Who normally records minutes of meetings? What is recorded? What happens to this information after a meeting?

Informal minutes A very informal meeting may only include the following: Outcomes or conclusions reached A list of intended actions The name of person responsible for that action A brief dot point of items that remains unresolved. Class Activity – Discussion What is the benefit of informal minutes?

Formal minutes In contrast to these, informal minutes, detailed minutes should include the following: Date, time and location of the meeting Objectives of the meeting List of participants Items discussed, comments, person’s name and what they said. Class Activity – Discussion What is the benefit of formal minutes?

Formal minutes Names and types of votes Outcome of votes List of assigned tasks will appear Expected results and a timeline List items that were not discussed and reasoning. Class Activity – Discussion What is the benefit of formal minutes?

Verify minutes Minutes of the meeting are often taken by a different person, than the Chairperson Check for accuracy Check against personal notes taken Discuss differences with note taker To ensure accuracy, confirm minute meetings with another participant at the meeting. Class Activity – Discussion Why is it important to verify the accuracy of meeting minutes? What do you do with these minutes after they have been verified?

Debrief and follow up meetings
Element 3: Debrief and follow up meetings Introduce topic. Class Activity – General Discussion Ask general questions: What do you do to debrief to? What do you need to debrief? What is the best way to debrief? What do you need to follow up after meetings?

Debrief and follow up after meetings
Performance Criteria for this Element are: Process and distribute documentation from meetings Inform colleagues regarding the outcomes of meetings Incorporate work resulting from meetings into the current work schedule with tasks and actions prioritized, as appropriate. Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Process and distribute documentation
Once the meeting has finished it is important to ensure the momentum gained during the meeting doesn’t diminish once the meeting is over It is important to keep the momentum strong, especially in the immediate aftermath of the meeting The discussions and agreed solutions are still fresh in everyone’s mind. Class Activity – Discussion Discuss points

Process documents Documents that need to be prepared include: Minutes of the meeting Copies of presentations Copies of background information Course of action and responsibilities New information to help participants achieve allocated actions Agenda for next meeting. Class Activity – Discussion Discuss the processes and importance of each type of document that needs to be prepared Minutes of the meeting – this was discussed in the previous section Copies of presentations – if a presentation was made during the meeting, it is important to prepare a hard or electronic version of this Copies of background information – this is information that was prepared as supporting evidence for discussion in the meeting Course of action and responsibilities – this is often documented in the minutes New information to help participants achieve allocated actions – any new information or research that may have been discussed or outlined in the meeting, which may help someone achieve their actions, stemming from the meeting. For example, the meeting may have resulted in allocating a participant to prepare a new marketing strategy and promotional budget. The collection and inclusion of previous year’s information, may help someone in this task. Agenda for next meeting – this helps participants to understand what is required and expected for the next meeting and what will be tabled for discussion in the next meeting. This gives participants ample preparation time.

Distributing documentation The most common methods to distribute documentation include: Delivered personally Internal mail Courier. Class Activity – Discussion Discuss the processes and importance of each type of method used to distribute documents to meeting participants. Delivered personally – this is the best way as it not only ensures the documentation is received by the correct person, without others having access to it, but provides the opportunity to ask or answer any questions either party may have – this is a common method where participants are geographically separated as it allows instant and secure access to information in a cost effective manner. Most documentation is prepared in electronic format, and many particpants prefer to receive electronic information, over hard copy information, as is allows easier manipulation of information contained within. This method is also preferred to where large number of people are involved, it allows for a recipient to confirm receipt of documentation, and allows others to be copied into s (normally superiors). Internal mail – this is a common way to send hard copy information between people in an organisation Courier – this is used when hard and electronic (on a memory stick) documents need to be sent to a location where personal delivery is not possible and where prepared documents are preferred, such as a folder containing information in a desired format. This saves the recipient having to print and compile information sent via .

Acknowledge receipt of documentation Regardless of the method chosen to send documents, it is important that the sender follows up to ensure: The documents have been received by the correct person The person understands what is required of them. Class Activity – Discussion Why is it important that participants acknowledge they have received documentation? Would you follow up after they have received the documentation? Why or why not?

Inform colleagues of meeting outcomes
Meetings normally incorporate key decision makers, including managers and supervisors, of: A department An outlet of a department An area of responsibility not contained within its own department An activity. Not everyone is invited to a meeting. Class Activity – Discussion Why doesn’t everyone in a business attend every meeting? a department - such as Food and Beverage or Rooms Division an outlet of a department – such as a restaurant, room service or kitchen which are part of the Food and Beverage department an area of responsibility not contained within its own department – fire safety, employee safety or employee satisfaction an activity – a specific project (re-launch or promoting to a new target market segment)or tasks (creating a menu)

Meetings normally just include just key decision makers as it would be impractical or poor time management to have all staff at every meeting Therefore any information or actions that are discussed or agreed within meetings, that impact the operations and the way staff conduct their activities, must be communicated in a timely manner. Class Activity – Discussion How can you communicate information to other people?

Types of information There are endless types of information that must be communicated to staff, through managers and supervisors, including: Upcoming events Customer information New policies and procedures New products and services Customer comments Staff movements Operational issues. Class Activity – Discussion Why is it important to communicate information to staff? What other types of information are communicated? What is the best way to communicate information to staff? Upcoming events – specific events relating and impacting on the business, whether internally or externally generated Customer information – arriving VIP’s and their requirements during a stay New policies and procedures – new rules or ways to conduct activities New products and services – including new menus, promotions, branding Customer comments – relaying of positive and negative comments regarding specific outlets or staff given by customers Staff movements – new or departing staff and opportunities for promotion Operational issues – day to day information aimed at improving operations

Types of action Whilst most communication required to be known by other managers, supervisors and staff is information, at times there are direct actions that need to be taken, either: Directly by management or supervisors Through staff in consultation and direction by management and supervisors. Class Activity – Discussion What types of actions need to be undertaken by staff, resulting from meetings?

Types of action Some types of action that must be communicated for implementation include: Conduct research Prepare a presentation Prepare a strategy or action plan Implement action Act on information. Class Activity – Discussion Some types of action that must be communicated for implementation include: Conduct research – through internet research, collecting ideas from staff or asking and observing customers. This may relate to topics such as what products and services customers prefer, what items they are purchasing, areas for improvement in the eyes of staff and customers to name a few Prepare a presentation – based on the research, a presentation or report may need to be prepared for the next meeting Prepare a strategy or action plan – to encourage ‘ownership’ of ideas, staff may work with managers to decide and draft a strategy to improve their departments operations Implement action – they may be required to implement a specific action such as a new policy or procedure Act on information – they may need to act on information provided by managers resulting from meetings. For example if a VIP is arriving, staff may need to ensure the room is prepared to his or her liking and preferences. It may be the preparation of a specific food such as a cookie.

Incorporate into work Implement information and actions
When implementing information or actions it is essential that the person who will be doing the implementing have the necessary resources to do so successfully, including: Responsibility Notification to others of that person’s duties or level of responsibility and authority. Class Activity – Discussion Think back to a piece of information or action that needed to be implemented in the workplace. In the case of a new action that needs to be implemented think of what tasks needed to be performed in relation to the points in the slide.

Incorporate into work Implement information and actions
Accurate instruction Adequate training Necessary resources Sufficient time Constant feedback and communication. Class Activity – Discussion Think back to a piece of information or action that needed to be implemented in the workplace. In the case of a new action that needs to be implemented think of what tasks needed to be performed in relation to the points in the slide.

Incorporate into work Monitor information and actions
When any information or action requires incorporation in the workplace, it is essential that management constantly monitor to ensure that it takes place: In its intended method To achieve the intended outcomes Bring about a positive and beneficial impact on operations. Class Activity – Discussion How can you monitor information or actions, resulting from meetings, to ensure they are implemented correctly?

Incorporate into work Obtaining feedback from staff
It is even more important to get feedback from those actually implementing the changes to: See how improvements can be made Monitor success Provide support and commitment. Class Activity – Discussion What is the best way to get honest and constructive feedback from staff?

Incorporate into work Report information and actions
More often than not, managers are required to report back any progress or feedback relating to any new actions or information incorporated into the workplace By undertaking constant monitoring and collecting valuable feedback from staff, the information to be prepared and presented in the next meeting will be very valuable. Class Activity – Discussion What is the best way to report information? What information would you include in the report?

Conclusion In this subject we have explored all the steps involved in:
Preparing for a meeting Conducting a meeting Communicating meting information Implementing activities resulting from meetings. Meetings are a very important aspect of all businesses and when used correctly, is the greatest avenue to share information and to develop plans for business success. Class Activity – Discussion This is the end of the subject. The Trainer may want to summarise the steps in the slide to help bring the subject to a close.

PLAN, MANAGE AND CONDUCT MEETINGS

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PLAN, MANAGE AND CONDUCT MEETINGS

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