Transcript Slide 1
Welcome to the NQC TA Call on:
Effective Quality Improvement Meetings and Teams
March 12, 2009 Jeff Hanan Partner, Howick Associates
2 “Current Reality”
The Gap
“Desired Performance”
3
Our Goal – Productive Meetings
4
The Gap
Causes of Meeting Ineffectiveness
Incorrect or Inadequate Attendance 32% Poor Preparation 14% Lack of Effective Meeting Controls 49% Other 5% Source: Resource Alliance. Survey of Project Managers. June 2006
5
Learning Objectives: You will learn to… • Produce better outcomes from the time spent in meetings • Understand the importance of planning and designing effective meetings • Understand the role of the team leader vs. the facilitator, and how to balance the two • Balance and increase participation in meetings • Prevent and manage challenging behavior in meetings • Increase accountability and follow-though on action items
6
Facilitator Role Help the meeting leader PLAN and DESIGN interactions for meetings: Clarify objectives and roles Help keep the group on task Confirm and monitor time to assure group completes tasks Provide and clarify methods within the meeting Monitor and encourage active participation Conduct activities Encourage respect and different perspectives Summarize results and accountability/close
7 Facilitator Effort
Facilitation Hassle
Expert Inexperienced Crisis management Experienced Planning Actual Facilitation Hectic Change control Coasting home Successful Closure
8
Round Robin Using the chat feature, identify a specific experience facilitating QI committees and/or QI teams.
We’ll start first with number 1, then proceed to number 2… 1. What has worked really well?
2. What are the common meeting challenges when facilitating quality-related meetings?
9
Facilitation Technique • Small Group/Large Group Technique • Discussion & De-Brief
10
Small Group / Large Group
11
Icebreakers?
12
What?
Why?
How?
When?
Ground Rules…
13
‘Typical Ground Rules’ Phones & pagers on silent (or switch off) Return from breaks on time One person speak at a time… no simultaneous monologues 45 second rule Everyone participates No side conversations Come to the meeting prepared Follow-up on all assignments from meetings
14
Ground Rules When Addressing Complex Issues • Test assumptions and inferences • Share all relevant information • Use specific examples to illustrate a point • Agree on what important words mean • Focus on interests, not positions • Explain the reasoning and intent behind your statements, questions and actions • Balance advocacy with inquiry • Jointly design next steps and ways to test for disagreement
15
What?
Why?
How?
When?
Parking Lot…
16
Roles in QI Team Meetings
• QI Project Leader • Facilitator • Timekeeper • Note Taker • Scribe • Table Spokesperson
17
• • • • • • • Facilitator: Process focused Objective & impartial No vested interest Remains neutral No input on content Not in decision making Monitors team interactions Key Roles • • • • • • • • Leader: Result focused Active team member A vested interest Voice opinions/ideas Provides input Part of decision making Represents the team Gets resources
18
Facilitator/Leader: Tips when they are one… Discuss with the group the differences: be authentic Tell people when you are in one role or another Be clear which role you are in when decisions or choices are being made Make conscious choices about which role you need to play and when to play it Other ideas?
19
Watch out for….
..the Power of the Pen!
20
Preparing to Facilitate
21
Meeting Time and Place Select a date and time based on : Group needs Project timelines Meeting objectives Length of agenda Organizational priorities Schedules of guests Availability of meeting space
22
Effective Meeting Objectives Observable Measurable Appropriate Use the chat feature to identify a meeting objective from one of your quality meeting… We’ll discuss 3-4 contributions.
23
What?
Who?
When?
How?
Agenda
24
Agenda
Facilitator: Jeff Hanan WHO
Everyone Check In
WHAT
Warm up
OBJECTIVE TIME
8:15 - 8:45 Everyone Review Ground Rules Ensure buy-in and reduce conflict Abby Small Groups Everyone Effective Meeting Management Activity: Leader Intervention pg. 18-19 Opening instruction Practice. Engagement beyond awareness Break 8:45 – 8:50 8:50 – 9:00 9:00 – 9:30 9:30 – 9:45
Detailed Agenda
TIME ACTIVITY PROCESS OBJECTIVES
9:00 – 9:15
TRANSITION
9:15 – 10:05 Check-in & review agenda Brainstorm Ask question & review agenda Reminder of cost cutting ideas Brainstorm processes to improve Warm up, direction of day Move in to actual work I.d. key processes to improve on
MATERIALS
Hard copy None Sticky Notes
TRANSITION PRESENTER/ FACILITATOR
Abby Abby Jim
TRANSITION 25
26
6 Step Agenda
1. Purpose of the meeting – a brief but accurate description of the overall purpose of the meeting 2. Roles in the meeting – description and assignment of roles 3. Agenda items 4. Plan next steps 5. Plan next meeting 6. Assess meeting -Adapted from the Seven Step Meeting process From Executive Learning, Inc.
27
Effective Meeting Management Responsibilities in facilitating the meeting: Start on time Open with a check-in Review the agenda and process Assign meeting tasks, i.e. timekeeper Establish or review ground rules Help the group work through the agenda Provide and solicit feedback along the way Close the meeting with a check-out
28
Advice From the Field 3 things I have learned about facilitation and meeting management…
29
The Role of “Traffic Cop”
Specific words and phrases useful in directing traffic:
Observing
Clarifying Focusing Stimulating Balancing Summarizing
30
Meeting Management
…Observing (say what you see)
“There seems to be concern about…” “Perhaps it’s time to move on…” “Is this something we should continue next week, when…?” What else might be occurring right now?
31
Meeting Management
…Clarifying
“ What I hear you saying is …” “ Let ’ s see if we can clear up the confusion …” “ If I understand correctly …” “ Is there anything about this that is still unclear?
”
Meeting Management
…Focusing
“ Getting back to the agenda …” “ Can we park this issue for now and get back to the topic we ’ ve been discussing?
” “ Let ’ s get back to our flip chart …” “ The point currently under discussion is …”
32
33
Meeting Management
…Stimulating
“ What ideas can we come up with…?” “How could we approach this question from a different angle?” “What might be other reasons for this situation?” “Is this a good place to do some idea generation?” “What do you think about…?”
34
Meeting Management
…Balancing
“ Does anyone else have another viewpoint?
” “ Any other ideas?
” “ Beth, what else do you think might work?
” “ Have we missed any important cultural considerations here?
”
Meeting Management
…Summarizing
“To review the key points we’ve heard today…” “Let’s look again at the decisions we’ve made…” “Before we move to the next item let’s record the key points from the discussion…” “In summary, we are going to…”
35
36
Dealing With Difficult Behaviors
37
Behaviors Discussion
Using the chat feature, identify the challenges you have experienced with difficult behaviors in QI meetings?
38
Intervention Strategies
High-Level Intervention Medium-Level Intervention Low-Level Intervention Non-Intervention Prevention
39
One Technique…
Slip & Slide ( Low Level Intervention )
Focus on the individual, listening patiently Wait for a pause, paraphrase the contribution Acknowledge the contribution Hand the moment off to another, quickly
40
Guidelines for Working Through Conflict Maintain your neutral position Help the group be mindful of its ground rules Intervene immediately if members launch into personal attacks Let group members know they have been heard by paraphrasing and summarizing the points of view being expressed Check in often with group members to make sure they feel they have been heard correctly and feel understood Work with the group to expand participants ’ another ’ s viewpoints understanding of one Help the group decide whether and how to deal with the issue
41
Recommended Meeting De-brief Process What worked well?
What should we do differently next time?
42
Resources Networks • Mid-Atlantic Facilitators Network: http://www.Mid AtlanticFacilitators.net/ • Midwest Facilitators Network: http://www.midwest-facilitators.net/ • Facilitator Development Network: http://www.FacilitatorDevelopment.net/ • Worldwide Network of IAF-Certified Professional Facilitators http://www.facilitator4hire.com/ • Facilitators Network Singapore: http://www.fns.sg/ http://fnsingapore.blogspot.com/ & • Australasian Facilitators' Network http://www.facilitators.net.au/
43
• • • • • • • • • • • • References Ingrid Bens (Author); Facilitating with Ease!; Jossey-Bass ; ISBN 0-7879-7729-2 (New & Revised Feb 2005) Sam Kaner with Lenny Lind, Catherine Toldi, Sarah Fisk and Duane Berger (Authors);
Facilitator's Guide to Participatory Decision-Making
Jossey-Bass, 2007; ISBN 0-7879-8266-9 Thomas Kayser; Mining Group Gold; McGraw Hill - 1995. Ron Kraybill (Author); Structuring Dialogue: Cool Tools for Hot Topics;
Riverhouse Epress
(2005) Stuart Daily (Author); The New Compleat Facilitator, Howick Associates 2002. ISBN 0-9646972-1-1 Ron Kraybill (Author); Group Facilitation: Skills to Facilitate Meetings and Training Exercises to Learn Them;
Riverhouse Epress
(2005) Sandor Schuman (Editor).
The IAF Handbook of Group Facilitation: Best Practices from the Leading Organization in Facilitation
. Jossey-Bass, 2005. ISBN 0-7879-7160-X Sandor Schuman (Editor).
Creating a Culture of Collaboration
. Jossey-Bass, 2006. ISBN 0-7879-8116-8 Roger Schwarz (Author); The Skilled Facilitator; Jossey-Bass ; ISBN 0-7879-4723-7 Laura Spencer (Author); Winning Through Participation; - 1989. (New & Revised July 2002) Josef W. Seifert (Author); Visualization - Presentation - Moderation;
A Practical Guide to successful presentation and Facilitation of Business Prosesses
. WILEY, 2nd Edition 2002 Salas, Tillmann, McKee (Authors);
Visualisation in Participatory Programmes
. Southbound, in association with UNICEF Dhaka, ISBN 978-983-9054-45-3 .
National Quality Center (NQC)
212-417-4730 NationalQualityCenter.org