Meeting Evaluation - Key Actions

• Were the purpose and desired outcome(s) clearly stated?
• Was the agenda specific?
• Was someone assigned responsibility for each topic?
• Were time limits set for each topic?
• Were ground rules clearly defined?
• Was the discussion focused on the desired outcome(s)?
• Was an appropriate pace maintained?
• Were diverse points of view encouraged?
• Were the desired outcome(s) accomplished?
• Were action items assigned?
• Did the meeting end at the projected time?

Handling Disruptive Behaviour in Meetings - Key Actions

• Stay calm and use nonverbal cues
• Reinforce disrupter's acceptable behaviour
• Refer to the ground rules
• Let the group discourage the disruptive behaviour whenever possible
• Refocus the discussion on the original topic
• Make a direct statement to the disrupter when other approaches are unsuccessful

Giving Constructive Feedback - Key Actions

• State the constructive purpose of your feedback
• Describe specifically what you have bserved
• Describe your reactions
• Give the other person an opportunity to respond
• Offer specific suggestions
• Summarise and express your support

Quality - Key Actions

• Focus on the work process, isssue, or behaviour, not on the person
• Maintain the self-confidence and self-esteem of others
• Maintain strong partnerships with your internal and external customers and suppliers
• Take initiative to improve work processes and partnerships
• Lead by example

Facilitation - Key Actions

• Prepare the group for a focused meeting
• Encourage diverse points of view
• Keep the group focused and moving
• Make sure action items are planned

Clarifying Customer Expectations - Key Actions

• Identify the product or service and explain why you want to discuss it
• Ask questions to clarify what the customer expects from your product or service
• Summarise your understanding of the customer's expectations
• Discuss what you will do to meet these expectations
• Agree on next steps and set a follow up date

Tools for Problem Solving and Analysis

Determine whether you need to expand your thinking, gather information, or organise information. Select an appropriate tool or technique and apply it.

This list covers some of the basic tools (all can be readily researched on the www)

• A different point of view
• Brainstorming
• Pencil and paper brainstorming
• Round-Robin brainstorming
• Checksheet
• Control Chart
• Diagram
• Double Reversal
• Fishbone Diagram
• Backward Fishbone
• Bulletin Board Fishbone
• Detailed Flow Chart
• Force Field Analysis
• Histogram
• Pareto Chart
• Planning Chart
• Ranking
• Rating
• Run Chart
• Scatter Diagram

How to get the most (for yourself) from Training

Before the programme - don't let training just happen to you

• Find out all you can about the training programme you are about to attend
• Complete pre-class work thoroughly
• Get you workload in order before you go to the training programme

During the programme - get actively involved

• Get to know the people in class with you
• Help create a constructive learning atmosphere -Be active, listen actively to others, be positive, be on time and prepared
• Be willing to try new things
• Be willing to practice
• Help make positive mid-course corrections
• Build a solid plan for back-on-the-job implementation

After the program - stay focused on mastering the skills

• Involve others
• Implement your plan
• Be willing to break old habits
• Stick to it
• Follow up
• Give yourself credit where credit is due