Perils of Poor Facilitation

Unfortunately, many people lack the skills to effectively facilitate a meeting. As a result, a variety of negative results can take place as they fail to act capably as meeting facilitators. Here are some signs to watch for:

• An argument starts about an established fact.
• Opinions are introduced as if they were truths.
• People intimidate others with real or imaginary “knowledge.”
• People overwhelm each other with too many proposals for the time available to consider them.
• People become angry for no good reason.
• People promote their own visions at the expense of everyone else’s.
• People demand or offer much more information than is needed.
• Discussion becomes circular; people repeat themselves without making any progress toward conclusions.

Guidelines for Facilitating a Meeting

Many authorities have recommended actions and attitudes which can help you facilitate a meeting well (Barge, 1991; Lumsden & Lumsden 2004; Parker & Hoffman, 2006). Here are several such suggestions, taken partly from these writers’ works and partly from the authors’ experiences as facilitators and participants in meetings over the years:

1. Start promptly: Some time, calculate the cost to your group—even at minimum-wage rates—for the minutes its members sit around waiting for meetings to begin. You may occasionally be delayed for good reasons, but if you’re chronically late you’ll eventually aggravate folks who’ve arrived on time—the very ones whose professionalism you’d particularly like to reinforce and praise. Consistently starting on time may even boost morale: “Early in, early out” will probably appeal to most of a group’s members, since they are likely to have other things they need to do as soon as a meeting ends.

2. Begin with something positive: Face it: no matter what you do, many people in your group would probably rather be somewhere else than in a meeting. If you’d like them to overcome this familiar aversion and get pumped up about what you’ll be doing in a meeting, therefore, you might emulate the practice of City Year, a Boston-based nonprofit international service organization. City Year begins its meetings by inviting members to describe from their own recent life experiences an example of what Robert F. Kennedy referred to as a “ripple of hope” (Grossman, 1998). This could be a good deed they’ve seen someone do for someone else, a news item about a decline in the crime rate, or perhaps even a loving note they’ve received from a child or other family member. Sharing with their fellow group members such examples of altruism, love, or community improvement focuses and motivates City Year members by reminding them in specific, personal terms of why their meetings can be truly worthwhile.

3. Tend to housekeeping details: People’s productivity depends in part on their biological state. Once you convene your meeting, announce or remind the group members of where they can find restrooms, water fountains, vending machines, and any other amenities that may contribute to their physical comfort.

4. Make sure people understand their roles. At the start of the meeting, review what you understand is going to happen and ask for confirmation of what you think people are expected to do in the time you’re going to be spending together. Calling on someone to make a report if he or she isn’t aware it’s required can be embarrassing for both you and that person.

5. Keep to your agenda. Social time makes people happy and relieves stress. Most group meetings, however, should not consist primarily of social time. You may want to designate someone in the group to watch for departures from the agenda and courteously direct people back on task. Either you or the that person might want to periodically provide “signposts” indicating where you are in your process, too, such as “It looks like we’ve got 25 minutes left in our meeting, and we haven’t discussed yet who’s going to be working on the report to give to Mary.” If your meetings habitually exceed the time you allot for them, consider either budgeting more time or, if you want to stick to your guns, setting a kitchen timer to ring when you’ve reached the point when you’ve said you’ll quit. The co-founder of one technology firm, Jeff Atwood, put together a list of rules for his company’s meetings which included this one: “No meeting should ever be more than an hour, under penalty of death (Milian, 2012). Similarly, the library staff at one college in the Midwest conducts all their meetings standing up in a circle, which encourages brevity and efficiency.

6. Guide, don’t dictate: If you’re in charge of the meeting, that doesn’t mean you’re responsible for everything people say in it, nor does it mean you have to personally comment on every idea or proposal that comes up. Let the other members of the group carry the content as long as they’re not straying from the process you feel needs to be followed. You may see that some people regularly dominate discussion in your group’s meetings and that others are perhaps slower to talk despite having important contributions to make. One way to deal with these disparities is by providing the group with a “talking stick” and specifying that people must hold it in their hands in order to speak. You could also invoke the “NOSTUESOrule” with respect to the talking stick, which says that “No One Speaks Twice Until Everybody Speaks Once.”

7. Keep your eyes open for nonverbal communication. As a meeting progresses, people’s physical and emotional states are likely to change. As the facilitator, you should do your best to identify such change and accommodate it within the structures and processes your group has established for itself. When people do something as simple as crossing their arms in front of them, for instance, they might be signaling that they’re closed to what others are saying—or they might just be trying to stay warm in a room that feels too cold to them. When one person in the meeting has the floor and is talking, it’s a good idea to watch how the rest of the group seems to be responding. You may notice clues indicating that people are pleased and receptive, or that they’re uninterested, skeptical, or even itching to respond negatively. You may want to do a perception check to see if you’re interpreting nonverbal cues accurately. For instance, you might say, “Terry, could we pause here a bit? I get the impression that people might have some questions for you.” As an alternative, you might address the whole group and ask “Does anyone have questions for Terry at this point?”

8. Capture and assign action items. Unless they are held purely to communicate information, or for other special purposes, most meetings result in action items, tasks, and other assignments for one or more participants. Sometimes these items arise unexpectedly because someone comes up with a great new idea and volunteers or is assigned to pursue it after the discussion ends. Be on the alert for these elements of a meeting.

9. Make things fun and healthy. Appeal to people’s tummies and funnybones. Provide something to eat or drink, even if it’s just coffee or peanuts in a bowl. Glenn Parker and George Hoffman’s book on how to run meetings well includes a chapter titled “Eating Well=Meeting Well,” and it also refers to the fact that the American Cancer Society offers a program to help groups organize meetings and other events with good health in mind.

10. Avoid sarcasm and cynicism. Encourage humor and merriment. If your agenda includes some challenging items, try to start out with “quick wins” to warm the mood of the group.

11. Take breaks regularly, even when you think you don’t need them. If you’ve ever gone on a long hike on a beautiful day, you may have decided to continue a mile or two beyond your original intended destination because the scenery was beautiful and you were feeling spunky. If you’re like the authors, though, you probably regretted “going the extra mile” later because it meant you had to go back that mile plus all the rest of the way you’d come. Something similar can arise in a meeting. People sometimes feel full of energy and clamor to keep a lively discussion going past the time scheduled for a break, but they may not realize that they’re tiring and losing focus until someone says or does something ill-advised. Taking even five-minute breathers at set intervals can help group members remain physically refreshed over the long haul.

12. Show respect for everyone. Seek consensus. Avoid “groupthink” by encouraging a free and full airing of opinions. Observe the Golden Rule. Listen sincerely to everyone, but avoid giving a small minority so much clout that in disputed matters “99-to-1 is a tie.” Keep disagreements agreeable. If you must criticize, criticize positions, not people. If someone’s behavior shows a pattern of consistently irritating others or disrupting the flow of your group’s meetings, talk to the person privately and express your concern in a polite but clear fashion. Be specific in stating what you expect the person to do or stop doing, and keep an open mind to whatever response you receive.

13. Expect the unexpected. Do your best to anticipate and prepare for confrontations and conflicts. If you didn’t already make time to do so earlier, take a minute just before the start of the meeting to mark items on your agenda which you think might turn out to be especially contentious or time-consuming.

14. Conduct multiple assessments of the meeting. Formative assessment takes place during an activity and allows people to modify their behavior in response to its results. Why not perform a brief interim evaluation during every meeting in which you ask, for instance, “If we were to end this meeting right now, where would it be, and if we need to make changes now in what’s happening in our meeting, what should they be?” Summative assessment is implemented at the end of an activity. When you finish a meeting, for example, you might check to see how well people feel that the gathering met its intended goals. If you want something in writing, you might distribute a half sheet of paper to each person asking “What was best about our meeting?” and “What might have made this meeting better?” Or you could write two columns on a whiteboard, one with a plus and the other with a minus, and ask people orally to identify items they think belong in each category. If you feel a less formal check-up is sufficient, you might just go around the table or room and ask every person for one word that captures how she or he feels.

15. Think (and talk) ahead. If you didn’t write it on your agenda—which would have been a good idea, most likely—remind group members, before the meeting breaks up, of where and when their next gathering is to take place.

Audio-Only Interactions

The simplest form of audio-only interaction is, of course, a telephone call. Chances are that you have been using the phone all your life, yet did you know that some executives hire professional voice coaches to help them increase their effectiveness in phone communication? When you stop to think about it, we use a great many audio-only modes of communication, ranging from phone calls and voice-activated telephone menus to radio interviews, public address systems, dictation recording systems, and computer voice recognition technology. The importance of audio communication in the business world has increased with the availability of conference calls, Web conferences, and voice over Internet protocol (VoIP) communications.

Your voice has qualities that cannot be communicated in written form, and you can use these qualities to your advantage as you interact with colleagues. If you are sending a general informative message to all employees, an e-mail may serve you well, but if you are congratulating one employee on receiving an industry award, your voice as the channel carries your enthusiasm.

Take care to pay attention to your pronunciation of words, stating them correctly in normal ways, and avoiding words that you are not comfortable with as you may mispronounce them. Mispronunciation can have a negative impact on your reputation or perceived credibility. Instead of using complicated words that may cause you to stumble, choose a simple phrase if you can, or learn to pronounce the word correctly before you use it in a formal interactive setting.

Your voice quality, volume, and pitch also influence how your spoken words are interpreted. Quality often refers to emotional tone of your voice, from happy and enthusiastic to serious or even sad. In most business situations, it is appropriate to speak with some level of formality, yet avoid sounding stilted or arrogant. Your volume (the loudness of your voice) should be normal, but do make sure your listeners can hear you. In some situations, you may be using a directional microphone that only amplifies your voice signal if you speak directly into it.

If your audience includes English learners, remember that speaking louder (i.e., shouting) does not help them to understand you any better than speaking in a normal tone. Your word choices will make a much more significant impact when communicating across cultures; strive to use direct sentences and avoid figures of speech that do not translate literally.

Pitch refers to the frequency, high or low, of your voice. A pleasant, natural voice will have some variation in pitch. A speaker with a flat pitch, or a monotone (one-tone) voice, is often interpreted as being bored and often bores his or her listeners.

If you are leaving a voice mail, state all the relevant information in concise, clear terms, making sure to speak slowly; don’t forget to include your contact information, even if you think the person already knows your phone number. Imagine you were writing down your phone number as you recite it and you will be better able to record it at a “listener-friendly” speed. Don’t leave a long, rambling voice mail message. You may later wish you had said less, and the more content you provide the more you increase the possibility for misunderstandings without your being present for clarification.

References

• Barge, J.K. (1991, November). Task skills and competence in group leadership. Paper presented at the meeting of the Speech Communication Association, Atlanta, GA.
• Grossman, J. (1998, April). We’ve got to start meeting like this. Inc., 70–74.
• Guffey, M. (2007). Essentials of business communication (7th ed.). Thomson/Wadsworth.
• Lumsden, G., & Lumsden, D. (2004). Communicating in groups and teams: Sharing leadeship( 4th ed.). Wadsworth/Thompson Learning.
• Milian, M. (2012, June 11-June 17). It’s not you, it’s meetings. Bloomberg Businessweek, 51–52.
• Parker, G., & Hoffman, R. (2006). Meeting excellence: 33 tools to lead meetings that get results. Jossey-Bass.
• Tucker, M., Meyer, G., & Westman, J. (1986). Thinking through communication: An introduction to the study of human communication. Allyn & Bacon.

Author & Attribution

This remix comes from Dr. Jasmine Linabary at Emporia State University. This chapter is also available in her book: Small Group Communication: Forming and Sustaining Teams.

The sections “Preparation,” “Post-Meeting Communication” and “Using Technology to Facilitate Meetings” are adapted from “Business and Professional Meetings” in Business Communication for Success from the University of Minnesota. The book was adapted from a work produced and distributed under a Creative Commons license (CC BY-NC-SA) by a publisher who has requested that they and the original author not receive attribution. This work is made available under the terms of a Creative Commons Attribution-NonCommercial-ShareAlike license.

The section “Facilitating an Effective Meeting” is adapted and remixed from “Groups and Meetings” from An Introduction To Group Communication. This content is available under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported (CC BY-NC-SA 3.0) License without attribution as requested by the work’s original creator or licensor.