Meetings and Seminars

Presentation Title Goes

Here
Date: 18 October
2023

© 2012 Copyright Genpact. All Rights Reserved.

Conducting Meetings Effectively
“This meeting does not have a clear direction”

“The expectations and outcomes are not defined”

“This meeting seems to go nowhere” “It is not being facilitated

effectively”

“I am feeling sleepy”
BUILD
ELIMINATE
ENSURE
PROVIDE
SUPPORT
Strategic Approach
Taking a strategic approach to meeting management will be:

• Ensure your business communication processes are effective

• Eliminate confusion

• Provide clear direction for your team

• Build solid team relationships

• Support your business growth strategies

10 keys for running Effective Meetings

Follow a clear, consistent and well documented ‘Meeting Process’

Establish a 'meeting agenda' template

Establish clearly defined 'roles & responsibilities' for all meeting participants

Set 'Specific, Measurable, Action orientated, Realistic and Time based'

(SMART) meeting Objectives

Establish meeting protocols

Plan meetings whenever possible well in advance

Establish a format and process for 'effective minute taking’

Include the opportunity for 'team participation’

Include mini workshops within the meeting time for brainstorming, problem
solving and forward planning

Include 'feedback' and 'progress check' opportunities within the meeting

agenda
Agenda and Minutes of the Meeting

• Before a meeting : Agendas

• During a meeting : Using Agendas
• After a meeting : Minutes of the Meetings
Agenda Before the Meeting…

A listing of what is to take place during the meeting

Agendas are a Powerful form of Writing
They :
• Help groups structure communication activity
• Help people stay focused and on task
• Provide a checklist of what exactly needs to be accomplished
• Ensure that meeting activities run according to time constraints
• Generally make meetings more organized and productive
Bad Agenda
Bad agenda items that are NOT
• Specific,
• Goal-oriented,
• Timed
• Realistic
Examples
• Talk about financial aid
• Discuss marketing
• Create political campaign
• Talk about business
Good Agenda

• Specific
• Result-oriented
• Well timed
• Realistic.
Examples
• Brainstorm news items for bulletin (10 min)
• Choose the logo for the website (15 min)
• Identify pros and cons of using Twitter (12 min)
• Update team members on budget (6 min)
 Sample Topic

Our department is planning to offer a new study abroad course to all majors. The
course will beheld in Paris, France for three weeks in summer 2021. How can we
best promote this course to our Undergraduates?
Sample Agenda

1. List five possible methods to promote the program. (5 min)

2. Identify strengths and weaknesses of each method. (5 min)
3. Vote for the three best methods. (2 min)
4. Write three action items. (3 min)
Tips on Attending Meetings
During the Meeting…

Seek clarification

Talk

Pay Attention

Ask

Timing
• Seek clarification – there can be a lot of terminology at these meetings and nobody expects you to know
everything.
It is good practice to ask if you are unsure of something and shows that you take your job seriously

• Talk – be assertive and try to be positive. Think about the way you want to express yourself and your points.
Try to be concise and avoid waffle.
Try not to lose you temper; negativity and aggression will make people defensive and this can
create barriers to progress.

• Pay attention – remember to listen to others and avoid interruptions. Be aware of what is going on, take
notes to remember things but try not to get distracted. Be aware of your body language and take an interest
in the meeting.

• Ask – It is ok to request feedback or to ask other members of the committee what they think about
something. Sometimes people may agree with you but will not vocalise this unless they’re asked. This
works both ways too, make sure you respond honestly if someone asks you about the ‘student opinion’ on an
issue. This is what you’re there for.

• Timing – remember to be on time for the meeting and raise your points at the appropriate time on the
agenda. It will look odd if you assertively raise an issue during item 2 on the agenda when item 4 is set aside
already to discuss it! If you are not sure if it’s the right time, ask. This will not make you look silly and will
ensure you don’t miss the chance to raise your point.
After the Meeting…

Minutes of the Meetings

A record of who attended the meeting and what took place
They Include:
• Name of committee
• Date of meeting
• Time and place
• Name of person leading meeting
• List of names of people attending
• Time and place of next meeting
Writing Minutes of the Meetings

Components of meeting minutes

• Agenda : An exact copy of the meeting agenda, including allotted times
• Attendees : Who attended, who was absent, who came as a guest
• Summaries of each agenda item discussed
Detailed enough so that anyone who was not present would
get the gist by reading the minutes
• Action items : The next steps agreed upon during
the meeting,
This includes what needs to be done by who and by when
Aspects of Meeting Minutes
• Level of detail:
• Provide enough details in the minutes to make them comprehensible to someone who was not
there.
• As time goes on participants will forget the details, so having them in writing is will provide
organizational memory.

• Formatting :
• Formatting should be clean, appealing, and enhance (rather than detract from) readability.
• Clear headers help the reader locate different types of information. Sufficient spacing helps
delineate where sections begin/end.

• Structure/ordering :
• Meeting minutes have an expected structure.
• The components discussed earlier (agenda, attendees, topics discussed, decisions made, an
agreed-upon next steps i.e. action items) should all be included, and ordered in the same
sequence.
Seminars
For a successful seminar, see below our 10 key tips.
1.Define the objectives
2.Choose a theme and a format
3.Define a budget
4.Choose a date
5.Choose a venue
6.Develop the reverse planning ahead of time
7.Plan the event for the participants
8.Communicate ahead of the event
Difference between a Seminar and Meeting

Meetings Seminar
Meetings are typically held for the purpose of Seminars, on the other hand, are more
discussing and making decisions on specific educational in nature and are designed to
issues or projects share information or ideas on a particular
topic

Meeting is an organized occasion when a seminars are meetings organized to inform a

number of people come together in order to group of people about a specific topic, or to
discuss or decide something teach a specific skill. Expert speakers and
teachers are usually invited to speak on topics
like personal finance, investing, real estate,
web marketing, and many
Conference Call Essentials
AN Average CONFERENCE CALL

X =

6 Members Average 1.5 hrs. 9 Man Hours

DO THE OUTPUTS MEET THE OBJECTIVES AND IS IT VALUE FOR MONEY?

Customer’s Feedback

• Lack of role clarity - exactly who is responsible for what

• Individuals erratically accessible
• Unfamiliar voice and accent- sometimes confusing & may convey the message
incorrectly
• Cultural differences - leading to frustration e.g. questions not answered directly,
affirmative vocal support (aha, OK, Yes…) leading to misinterpretations
Planning
Identifying pre requisites
Essentials during call
Post call to dos

To enhance -:

• Improved relationships with Customers

• Focused discussions
Pre Requisites

• Plan and communicate agenda & time to all members

• Prepare for the call/meeting
• Book a conference room
• Check if telephone instrument is working and has a speaker phone
• Communicate specific roles and responsibilities
• Identify SPOC and ‘Minute Taker’
Role of SPOC/Chairperson

• Call for the meeting 10 min prior to log-in time

• Map expectations and allot time for each
• Introduce all members at the opening
• Keep the focus on agenda items and time
• Indicate time out
Essentials During Call

• Switch off mobile phones/pagers

• Review points of the previous call & agenda (if

applicable)
• DONOT utilize this time for ‘clearance’

• State your name before speaking each time

LOGGING ON TO AN ON GOING CALL - NOT EARLIER OR LATER THAN THE GIVEN TIME
ESSENTIALS DURING CALL

• Approach the agenda systematically

• Provide silence (10 sec. Pause); wait, do not interrupt or distract

• Conclude each point mutually

• Make a note of action points

Essentials During Call

• Summarize
⚫ The agreed upon points
⚫ The follow up items
⚫ The next call date, time
⚫ Information to be sent
⚫ Ownership of all concerns
⚫ Ask for any other concerns
⚫ Close the call by formally stating…Good day or Thank you

END WITH PLEASANT WISHES

Post Call To Dos

• Record and circulate the minutes

• Follow up on the action items
• SPOC to take lead on deadlines
• Send a thank you note to the customer appreciating the time and interest
Communication

• Enhancing communication effectiveness

4Cs of Communication
Questioning Techniques
Listening Skills
Model: Cutting Edge

Clear

Concise

Correct

Courteous
Clarity

• Precise and Familiar Words

• Articulate Effectively
Do not eat the ends of words
Check pronunciation: V, W, H, M

Eg : “How are you doing …”

“A lot of you wouldn’t want to do it...”
“May I speak with…”
• Pace Appropriately
Set a common pace
Appoint a ‘MEAN PACEMAKER’
Break down words into ‘Syllables’

Eg : 1 syllable: ‘call’
2 syllables: ‘thank you’
3 syllables: ‘conference’
4 syllables: ‘introductions’
5 syllables: ‘communication’
Concise

• Language

use short and simple sentences

avoid jargon, excessive phrases and repetition

A GOOD CALLER GIVES ALL THE INFORMATION, AND TAKES LESS TIME/WORDS !!!
Activity

 This is to thank you for the quick response

✓ Thank you for the quick response

 This report is in connection with the internal job postings

✓ This is a report on internal job postings

 In majority of cases it is found that the trains are on time

✓ The trains are usually on time

Activity

 John will arrive at about nine o’clock

✓ John will arrive at or about nine o’clock

 I need the following information in order to complete the report

✓ I need the following information to complete the report

 The meeting will be held for the purpose of discussing the visit of Jack Welch

✓ The meeting will be held to discuss the visit of Jack

Welch
Word Substitution

Not very clear to read Illegible

At all times Always

At the present time Now

For the purpose of For

Due to the fact that Because

In the event that If

By means of By
Content

MUST KNOW

NICE TO KNOW

NOT NECESSARY TO KNOW

IRRELEVANT
Correct

• Convey information appropriately

• Check accuracy of figures facts & words

• Accept and apologize: if data is not available

WHEN IN DOUBT - ASK!!!

Courtesy

• Be sincere, tactful & patient

• Use expressions that show respect (thank you, please…)

• Empathize

CHOOSE NON DISCRIMINATORY, RESPECTFUL VOCAL EXPRESSIONS

Questioning Types

• Close - Ended
• Open ended
• Probing / Investigative
• Reflective
• Leading
Close Ended Questions

• Yes/No
• Confirms details
• To confirm that you are being understood

(used for reconfirming data/specifics /closing a call)

CLOSE ENDED QUESTIONS ELICIT A BRIEF ONE WORD RESPONSE

Open Ended Questions

• Encourages disclosure
• Helps get more information
• Provides insight into feelings, emotions, behaviors
(besides just facts)

(used for getting to the core of issues/opening the call)

OPEN ENDED QUESTIONS ELICIT DETAILED RESPONSE

Probing Questions

• Analytical/Evaluative response
• Primarily Open-ended
• Clarify information
• Narrow the focus
• Used when extra effort to identify needs
(used when open-ended fails to get requisite information)

Eg : “How would you describe …”

“Explain How difficult it is …”

PROBING QUESTIONS ELICIT A FOCUSED RESPONSE

Rebound Questions

• A natural lead-in from the customer’s statement

• Covers the part where more information is needed.

(used for redirecting conversation to your prime focus)

REBOUND QUESTIONS ELICIT FURTHER CLARIFICATION

Reflective Questions

• Primarily Open-ended
• Seeks opinions, feedback, .....on an issue.
• Not about analysis of facts & data

Eg : “How do you feel about …..”

“How would you be affected ….”

REFLECTIVE QUESTIONS ELICIT FEEDBACK

Leading Questions

• Primarily close-ended
• Suggests what the answer should be
• Directs to the required/desired answer

(used to encourage the customer to make a decision)

Eg “Do you think it would be appropriate to …”

“You haven’t tried this option, would you like to try this now?”

LEADING QUESTIONS ARE USED TO IDENTIFY NEEDS AND EXPECTATIONS

Remember...

People are willing to answer But only if the right question is

asked !!!
People don’t look down on you when you ask questions
By not asking, you could have missed critical data
Listening

Lets open those ears !!

Road Blocks To Listening

• Internal & External distractions

• Prejudice/Mind Set against the speaker

• Delivery skills

• Premature evaluation
Results Of Active Listening

• Helps to make accurate decisions

• Improves communication skills

• Builds positive relations

Cultural Perspectives
Y Country
Variations

X Country
Variations

Common
Grounds

INDIVIDUAL SIMILARITIES

INDIVIDUAL DIFFERENCES & SIMILARITIES CAN BE AT ANY POINT

Cultural Variation

• Values, feelings and attitudes

• Context of the transactions and implications

• Customer’s expectations

• Perceptions of time

• Knowledge of culturally offensive language, humor and expression

Learn

Mantra 1 Listen
Mantra 2 Empathize
Mantra 3 Ask relevant questions
Mantra 4 Respond appropriately
Mantra 5 Notify all stake holders and get agreement
ALL DIMENSIONS ARE IMPORTANT!
Thank You