Ch 8 Module 7 Effective Meetings

Which of the following is the best-known problem-solving approach? expert opinion reflective-thinking sequence overhead question brainstorming

reflective-thinking sequence

Nominal Group Technique (NGT)

a five-phase method for giving group members' ideas equal chance at consideration

Enhancing Creativity

Brainstorming Nominal Group Technique

Balancing Participation

Have members take turns Use questions - Overhead questions -Reverse questions -Relay questions Use the nominal group technique - gives every member an equal chance to participate.

Systematic Problem Solving

reflective-thinking sequence, developed more than 100 years ago by John Dewey and used in many forms since then. In its most useful form, the reflective-thinking sequence is a seven-step process.

norming stage

a stage in problem-solving groups characterized by an end to conflict and an emergence of harmony within the group

Bell-shaped agenda structure

minutes announcements modest decision item(s) moderate decision item(s) most difficult item(s) brainstorm item(s) small trivial item(s)

Order of business

reading of the minutes reports unfinished business new business

orientation phase

the first of Aubrey Fisher's four problem-solving phases of groups; characterized by tentative statements and getting-acquainted types of communication

Which of the following comprises a good conclusion to a meeting? Signal when time is nearly up. Summarize the meeting's accomplishments. Thank the group. Don't single out people and credit them.

Signal when time is nearly up. Summarize the meeting's accomplishments. Thank the group.

Parliamentary Procedure

an established set of rules that govern the process of conducting meetings

Following Up the Meeting

Prepare and Distribute Minutes of the Meeting - meeting minutes - action items Build an Agenda for the Next Meeting Follow Up on Other Members Take Care of Your Own Action Items

How to Conclude a Meeting

Signal when time is almost up Summarize the meeting's accomplishments and future actions Thank the group

When to use parliamentary procedure

When a group's decisions will be of interest to an external audience. (minutes) When haste may obscure critical thinking. (help groups deliberate before making decisions) When emotions are likely to be strong. (gives members with minority viewpoints a chance to speak, and its rules (when properly enforced) discourage uncivil behavior.)

storming stage

a stage in problem-solving groups characterized by members taking strong stands that result in conflict within the group

meeting minutes

a written record of the major discussions that were held, decisions that were made, and action items that were assigned during a meeting

motion

in a meeting conducted according to parliamentary procedure, a specific proposal for action that must be seconded in order to be discussed by the group

Types of Meetings

information-sharing, problem-solving, and ritual activities.

Claire, June, Josh, and Phil are in charge of the food for the staff Christmas party. At least 500 people will attend the party. The food group is reflective of which type of decision-making method? consensus majority vote minority decision expert opinion

minority decision

The stages of group problem solving as defined by Aubrey Fisher include which of the following? orientation conflict harmony emergence reinforcement

orientation conflict emergence reinforcement

Ritual Activities

the social function is far more important than any specific task The meetings take place in a local bar and to an outsider look like little more than a TGIF party. Despite the setting and apparently un-businesslike activity, these meetings serve several important purposes -they reaffirm the members' commitment to one another and to the company. -the sessions provide a chance to swap useful ideas and stories that might not be appropriate in the office -ritual meetings can be a kind of perk that confers status on the members. "Progress review committee" members charge expenses to the company and leave work early to attend

People should avoid holding meetings when the job is beyond the capacity of one. the tasks have fixed outcomes. individuals' tasks are interdependent. reservations or misunderstandings are likely.

the tasks have fixed outcomes.

emergence phase

the third of Aubrey Fisher's four group problem-solving phases; characterized by an end to conflict and an emergence of harmony within the group

Which type of virtual meeting allows users in distant locations to see one another? teleconference video conference ritual activity instant messaging

video conference

Which of the following is not a time a meeting should be closed? when the scheduled closing time has arrived when the group lacks resources to continue when the agenda has been covered when a meeting ends early, and people wish to socialize

when a meeting ends early, and people wish to socialize If a meeting ends before the scheduled closing time, and the members are interested in socializing, it is fine to allow it. If, however, people are not willing to socialize, it is better to wrap up the meeting and allow people to get back to their jobs.

teleconference

a meeting or conference via telephone that enables participants in two or more locations to talk with one another

Conducting Business

Parliamentary procedure is a set of rules that governs the way groups conduct business and make decisions in meetings.

Virtual Meetings

Teleconferences are essentially multiparty telephone calls. They are a useful way for distant parties to meet and hash out details that would take much longer via e-mail or a chain of two-person phone conversations. Videoconferences allow users in distant locations to see one another while they talk. Videoconferencing is especially valuable in organizations with widespread operations.

agenda

a list of topics to be covered in a meeting a list of the attendees (and whoever else needs to see the agenda), the meeting's time and location, necessary background information, and a brief explanation of each item Time, Length, and Location Participants Background Information Items and Goals Pre-Meeting Work --- What do we need to do in the meeting to achieve our objective? What conversations will be important to the people who attend? What information will we need to begin?

reverse question

in groups, a question asked of the leader that the leader refers back to the person who asked it "Suppose the decision were up to you, Gary. What would you do?" "That's a good question, Laurie. Do you think it's a practical idea?"

Which of the following examples reflects the emergence phase of group problem solving? "There is no way I can support the team's decision." "It isn't ideal, but I can and will support the decision." "I am going to keep my ideas and opinions to myself." "I am completely behind the decision, and we are presenting it today."

"It isn't ideal, but I can and will support the decision."

Collaboration in Cyberspace: Geography Makes a Difference

Americans were more likely to enjoy working alone. preference for using e-mail rather than the telephone. more comfortable with audio, video, and web conferencing technologies than people of other regions of the world, and they were more likely to multitask when on conference calls. Europeans expressed a preference for communicating in real time with colleagues. They felt more obligated to answer the phone, and they expected others to call them back rather than leave a voice mail message. Asia-Pacific region, more than anywhere else, expressed a desire to keep in touch throughout the workday. As a result they found the phone an indispensable tool and preferred instant messaging to e-mail.

basic guidelines virtual meetings

Before the meeting, send your agenda and copies of any documents that will be discussed to all participants. Number pages of longer documents to avoid unnecessary paper shuffling. At the beginning of the meeting, have participants introduce themselves and state their location. In phone conversations, parties should identify themselves whenever necessary to avoid confusion. ("Ted talking here: I agree with Melissa. ...") Avoid interrupting others or leaving out people simply because you can't see them. Keep distractions (ringing phones, slamming doors, etc.) to a minimum. Use the best equipment possible. Cheap speakerphones and computer cameras may make it difficult to understand one another

Which of the following examples illustrates the purpose of the ritual activity type of meeting? Susan meets with her team members to select a new supplier of copy machines. George reports for duty by attending a meeting where he and others are briefed on the latest developments. Chuck goes with his officemates to the facetiously named "progress review session" held at the local pub . Jake gets his laptop set up for a meeting where he will talk to international colleagues about the latest software implementation.

Chuck goes with his officemates to the facetiously named "progress review session" held at the local pub.

Decision-Making Methods

Consensus Majority Vote Minority Decision Expert Opinion Authority Rule

the reflective-thinking sequence seven-step process.

Define the problem. Analyze the problem. Establish criteria for a solution Generate possible solutions to the problem. Decide on a solution Implement the solution. Follow up on the solution.

During which period of a meeting should the most difficult items on an agenda be handled? It should be the first item on the agenda. Difficult agenda items should be discussed during the first third of the meeting. Difficult agenda items should be discussed during the middle third of the meeting. Difficult agenda items should be addressed at the end of the meeting.

Difficult agenda items should be discussed during the middle third of the meeting.

Which of the following is a poorly worded goal? Learn whether we are on track to meet this year's budget. Discuss the website design. Choose the company logo that best represents the history of our company. Finalize topics that should be covered in the upcoming client survey.

Discuss the website design.

When the scheduled closing time of a meeting has arrived, but all of the tasks have not been accomplished, the meeting should continue, even if members indicate an unwillingness to keep working. True False

False When the scheduled closing time of a meeting has arrived, the meeting should end, especially if members are reluctant to keep working.

When a member wants the group to deliberate, he or she introduces a motion: a specific proposal for action.

Good motions address a single issue briefly and clearly. Once introduced, a motion must be seconded by someone other than its sponsor. This procedure ensures the group only discusses those motions at least two members deem worthy.

The first stage in Dewey's reflective-thinking sequence is "define the problem." Which of the following problem statements best encourages exploratory thinking and would be of most use to the team? How can we reduce sick leave among recent hires? How can we be more productive? How can we reduce employee turnover? How can we boost staff morale?

How can we reduce sick leave among recent hires?

Information-Sharing Meetings

In many organizations, people meet regularly to exchange information.

When to hold a meeting

Is the Job beyond the Capacity of One Person? Are Individuals' Tasks Interdependent? Is There More than One Decision or Solution? Are Misunderstandings or Reservations Likely?

relevancy challenge

a request that asks a group member to explain how his or her seemingly off-track idea relates to the group task "I'm confused, Tom. How will leasing new equipment instead of buying it help us to boost productivity?" "Fran asked us to decide which word processing package to buy. Does the graphics package you mentioned have something to do with the word processing decision?"

The question "That's a good question, Sam. Do you have any suggestions about how we should address the issue?" is an example of a overhead question. a direct question. a reverse question. a relay question. a relevancy challenge.

a reverse question.

reflective-thinking sequence

a seven-step problem-solving approach developed by John Dewey

performing stage

a stage in problem-solving groups characterized by members' active endorsement of group decisions

forming stage

a stage in problem-solving groups characterized by tentative statements and getting-acquainted types of communication

Keeping a Positive Tone (suggestions)

Ask questions and paraphrase to clarify understanding Enhance the value of members' comments - Acknowledge the merits of the idea. - Explain any concerns you have. - Improve the usefulness of the idea by building on it or asking others for suggestions. Pay attention to cultural factors

Conducting the Meeting

Beginning the Meeting: Identify the Goals of the Meeting Provide Necessary Background Information Show How the Team Can Help Preview the Meeting Identify Time Constraints

NGT 5 phases

Each member anonymously writes down his or her ideas, which a discussion leader then collects. This method ensures good ideas from quiet members will have a chance for consideration. All ideas are posted for every member to see. By keeping the authorship of ideas private at this point, consideration is less likely to be based on personal factors such as authority or popularity. Members discuss the ideas to better understand them, but criticism is prohibited. The goal here is to clarify the possibilities, not to evaluate them. Each member privately rank-orders the ideas from most to least promising. Individual ranking again prevents domination by a few talkative or influential members. The group critically and thoroughly discusses items that receive the greatest number of votes. At this point, a decision can be made, using whichever decision-making method described later in this chapter (e.g., consensus, majority rule) is most appropriate.

Which of the following is a way to improve participation of members in a meeting? Have members take turns. Single out individuals who tend to be quiet. Ask questions. Use the nominal group technique. Keep meetings loosely structured and informal.

Have members take turns. Ask questions. Use the nominal group technique. Because of personality, gender, culture, and style differences, some members may not feel comfortable participating or speaking up in meetings that are loosely structured and informal. In addition, singling out individuals who don't talk very much may only serve to make them feel more uncomfortable and thus less apt to participate.

Which of the following is an example of when not to hold a meeting? Maggie must announce a new company policy that bans employees from drinking sugary soft drinks. Karen, Anne, and Mary are all attorneys at different firms, and they each specialize in medical malpractice (X) . Joe's task is to determine whether the budget will accommodate paying overtime to meet the company's schedule. Susan has a background in education and is working on a plan to improve safety conditions in a biomedical technology plant.

Maggie must announce a new company policy that bans employees from drinking sugary soft drinks.

Keeping Discussions on Track Techniques

Remind the group of time pressures Summarize and redirect the discussion Use relevancy challenges Promise to deal with good ideas later (suggest a way of dealing with it at the appropriate time)

Imagine that you are a copywriter at an advertising agency. Recently, the agency landed an account for a potato chip company, and you have been asked to work on the campaign as the creative team's copywriter. Your team members include an artist, an editor, and a web developer. You report to the creative director. Consider the process your team will undertake to create a new potato chip campaign—the steps might include coming up with a proposal, developing the components of the campaign, putting it all together, and making a final presentation. At what points do you think it would be necessary to hold meetings, and when might they be unnecessary?

Responses will vary but should note that meetings are needed at the beginning of the project and at various intervals throughout the project. When the team is first assembled, a meeting is needed so the creative director can introduce the members of the team and each person's role, as well as to introduce the client and the purpose of the potato chip campaign. Responses may also indicate that a meeting would be useful for brainstorming ideas about the campaign and coming up with a proposal for the client. During the development of the various components of the campaign, group meetings are generally not needed since each team member will be working on a specific task—the copywriter will be writing while the artist will be developing artwork, for example. Responses may note that meetings between, for example, the copywriter and artist, might be useful during the campaign development so they can make sure they are creating compatible work, but there is no need to involve the entire team. When it comes time to assemble all the pieces of the campaign, meetings would be necessary so members can discuss what works and what doesn't and what the team must do jointly to make the campaign come together in a working form.

You work at a busy medical practice with six full-time doctors, ten nurses, five laboratory technicians, a billing manager, and three receptionists and clerks. The scheduling system used by the practice is outdated, and you have been tasked with researching a new system. Think about the various decision-making methods and select one option. Provide reasons why you think this option is the best choice for researching the new scheduling system.

Responses will vary, but a likely answer would be expert opinion. You would probably not have the knowledge or skill to make an informed decision without consulting a software expert or someone with specialized training in medical scheduling software. Once you are past the research stage, however, and arrive to the point where a software system needs to be selected, you would likely select authority rule; the doctors would ultimately select the system after you have consulted appointment schedulers in the office and software experts.

There are several members in your meeting who are rather soft spoken and reserved. Those members, however, have many good ideas, and their input is valued. They often need to be encouraged to speak, and they appreciate a supportive atmosphere. The leader of your meeting has a strong personality and an assertive manner. Provide an example of an inappropriate attempt by the leader to generate participation from the quiet members. Then suggest appropriate alternatives.

Responses will vary, but one example of an inappropriate attempt by the leader to generate participation could be starting the discussion with a direct question and singling out the quiet participants. Such an action would put the members on the spot and make them feel singled out and uncomfortable. So, rather than asking, "Janice, what are the sales figures for your department, and what are your team members doing to meet next week's deadlines?" and backing Janice into a corner, it would be better to approach her in a more collaborative manner, such as, "Janice, do you have the sales figures for your department, or do you need some time to gather the information and get back to us?" and "Janice, we have that deadline next week. Can you talk about what your members are doing to work toward that deadline, or do you need to check in with them?"

Which of the following is an example of when holding a meeting would be unnecessary? Cindy needs to complete the new human resources manual in a week, but she doesn't have a background in payroll or medical benefits. Doug is mapping out a project schedule, but he doesn't know the best way to utilize the software or organize the project. Dennis has learned he must inform the staff of new company policy changes to vacation time. Sam needs to look at the budget to determine whether or not he can hire a caterer.

Sam needs to look at the budget to determine whether or not he can hire a caterer.

Which of the following is a good way to conclude a meeting? Signal when time is almost up. Summarize the meeting's accomplishments. Thank the group, but don't single out individuals. Summarize future actions.

Signal when time is almost up. Summarize the meeting's accomplishments. Summarize future actions. At the conclusion of a meeting, it is a good idea to acknowledge the group's good work and to also give credit to individuals who deserve special mention.

When NOT to hold a meeting

The matter could be handled just as well over the phone. You could send a memo, an e-mail, or a fax to achieve the same goal. Key people are not available to attend. The subject would be considered trivial by many of the participants. There isn't enough time to handle the business at hand. Members aren't prepared. The meeting is routine, and there is no compelling reason to meet. The job can be handled just as well by one or more people without the need to consult others. Your mind is made up, or you've already made the decision.

A good meeting agenda lists topics as well as goals for the discussion. All of the following are reasons why goals are useful, except for which one? They focus attention on the process. They help to identify who ought to attend the meeting. They help people prepare for the meeting. They help to keep the discussion on track.

They focus attention on the process.

Which of the following is not a reason why it is useful to list goals on an agenda? They focus attention on the process. They help to identify who ought to attend the meeting.(x) They help to keep the discussion on track. They help people prepare for the meeting.

They focus attention on the process.

Choice of a Decision-Making Method

What type of decision is being made? How important is the decision? How much time is available? What are the personal relationships among members?

When to Close the Meeting

When the scheduled closing time has arrived When the group lacks resources to continue When the agenda has been covered

minority decision

a decision-making method in which a few members make a decision for the whole group As long as the minority has the confidence of the larger group, this method works well for many decisions. While it doesn't take advantage of the entire group's creative thinking, the talents of the subgroup are often perfectly adequate for a task.

expert opinion

a decision-making method in which a single person perceived as an expert makes a decision for the group experts because of specialized training other people gain their expertise by experience following an expert's suggestions isn't always as wise it isn't always easy to tell who the expert is. Length of experience isn't necessarily a guarantee some people who are regarded as experts don't deserve the title, while some geniuses may be ignored.

majority vote

a decision-making method in which a vote is taken and the item with the most votes is the one accepted much quicker and easier to reach works well on relatively minor issues not the best approach for more important decisions (at least not in small groups) because it can leave a substantial minority unsatisfied and resentful about being railroaded into accepting a plan they don't support.

consensus

a decision-making method in which the group as a whole makes a decision that each member is willing to support broadest base of member support, reaching consensus takes time. requires a spirit of cooperation among team members, a willingness to experience temporary disagreements, a commitment to listening carefully to other ideas, and a win-win attitude. Given these challenges, it's wise to limit consensus decisions to important issues when the need for agreement is high and when the team can dedicate the time and effort necessary to reach agreement

authority rule

a group decision-making method in which a designated leader makes a final decision, either with or without consulting group members often listen to members' ideas and suggestions before making the decisions themselves One major risk of inviting suggestions from subordinates is the disappointment that might follow if these suggestions aren't accepted.

videoconference

a meeting or conference by means of audio and visual transmissions that enables two or more geographically separated persons to see, hear, and talk with one another

overhead question

a question directed at all members of a group, inviting a response from any member "Sales have flattened out in the western region. Can anybody suggest what's going on?" "We need to find some way of rewarding our top producers. I'd like to hear your ideas."

The question "Can anyone offer ideas on how to manage the problem Sarah has raised regarding the changes in the budgeting forms?" is an example ofrit a overhead question. a direct question. a reverse question. a relay question. a relevancy challenge.

a relay question

Problem-Solving and Decision-Making Meetings

a team may decide to take some action or make a change in existing policies or procedures. Problem solving of one sort or another is the most common reason for a business meeting. Because problem-solving and decision-making meetings are the most challenging types of group activity, the bulk of this chapter discusses how to conduct them effectively.

brainstorming

an approach to idea generation that encourages free thinking and minimizes conformity -------- All evaluation and criticism of ideas is forbidden during the early phases of the process. Quantity—not quality—of ideas is the goal. New combinations of ideas are sought. One expert offers several other tips for healthy brainstorming: Don't let the boss speak first. Encourage members to speak whenever they have an idea. Don't follow a set speaking order. Include a variety of members in a session, not just experts

"I know my idea is the strongest, and I am going to fight the others to prove it" reflects which stage in group problem solving? conflict reinforcement emergence orientation

conflict

"I know my idea is the strongest, and I am going to fight the others to prove it" reflects which stage in group problem solving? orientation conflict emergence reinforcement

conflict

During which period of a meeting should the most difficult items on an agenda be handled? during the middle third of the meeting at the very beginning of the meeting during the last third of the meeting (X) during the first third of the meeting

during the middle third of the meeting

relay question

in groups, a question asked by one member that the leader then addresses to the entire group "Cynthia has just raised a good question. Who can respond to it?" "Can anyone offer a suggestion for Les?" Relay questions are especially useful when the leader wants to avoid disclosing his or her opinion for fear of inhibiting or influencing the group.

The executive committee makes a decision to allow managers, but not support staff, to leave work at lunch on Fridays. This is an example of which decision-making method? minority decision consensus authority rule majority vote

minority decision

Stages in Group Problem Solving

orientation phase, forming conflict phase, storming. emergence phase, norming reinforcement phase, performing because members not only accept the decision but also actively endorse it.

The defining characteristic of information-sharing meetings involves taking some action or making changes to an existing policy or procedure. meetings where the social function is far more important than any specific task. people meeting regularly to exchange information. meetings where members meet online to come up with solutions to problems.

people meeting regularly to exchange information.

Properly worded goals for meetings should be specific realistic process driven outcome driven

specific realistic outcome driven A good agenda will include goals that are result-oriented (outcome driven), specific, and realistic.

action items

specific tasks that were assigned during the course of a meeting

reinforcement phase

the fourth of Aubrey Fisher's four group problem-solving phases; characterized by members' active endorsement of group decisions

conflict phase

the second of Aubrey Fisher's four group problem-solving phases; characterized by members taking strong stands that result in conflict within the group