Communication among internal customers is critical to the long-term success and growth of any organization or company. In most examples, this communication is provided via the use of inter-office meetings among a group - or groups - of employees. Since these employees are all individuals, personality differences may exist among the group that can otherwise derail any conversation or blur the message that is being conveyed. Meeting facilitators, however, can use a few tools and guidelines to help keep the meeting on track.
Do Not Avoid Conflict; Embrace It
The first - and most important - step to take when facilitating a meeting among a particularly negative situation or group is to welcome the possibility of conflict. Chances are that everyone in the meeting is aware of the interpersonal differences, so shining light on this fact will eliminate the temptation for personal biases to be kept secretive or muffled. As the meeting facilitator, point out that these differences are well known and are not to be kept secret. Only then can the potential for grudges to be dropped or misunderstandings to be settled actually be identified.
Speak Freely As a Group
The next step when conducting a meeting in a sensitive group situation is to welcome free speech among group members. If one division or department has issue with another, allow these differences to be spoken aloud so that a potential solution can be discovered. While this may be awkward at first for the group, the pay-off can be substantial if and when a solution is agreed upon. Furthermore, any misunderstandings or inaccuracies can be addressed face-to-face as opposed to resorting to hearsay.
Monitor the Atmosphere of the Room and Take Breaks When Needed
Even if progress is being made throughout the meeting, facilitators will need to constantly monitor the feel or mood of the room to ensure that no feelings are hurt or additional conflicts are started. If necessary, a break or recess may be required to help extinguish a heated discussion to be revisited once everyone is relaxed. Remind the group of the ultimate goal and original purpose of the project meeting and how this goal can positively influence each department.
To assume that all employees in an organization "get along" each and every day is foolish and unrealistic. Tempers can flare and conflict is often unavoidable. However, with the proper meeting facilitator and with the help of a few meeting tools, any group can learn to work together.
Source:
Fleisher & Zumeta, "Preventing Conflict through Facilitation: A Comparison of Mediation and Facilitation", collaborateatwork.com; accessed September 2011
Adam Fonseca - Adam Fonseca is a certified Lean Six Sigma Change Agent and an accomplished golf writer. He currently works in health care ...
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