Read an Excerpt
NO MORE POINTLESS MEETINGS
Breakthrough Sessions That Will Revolutionize the Way You Work
By MARTIN MURPHY
AMACOM
Copyright © 2013 Martin Murphy
All right reserved.
ISBN: 978-0-8144-3169-6
Chapter One
WHY MEETINGS FAIL: REFRAMING WORKFLOW MANAGEMENT
This book will convince you that in the digital age, conventional meetings are obsolete, and when compared to advances in other areas of organizational management, the current art of human collaboration seems archaic. It needn't be.
I can walk into any conference room cold, without any prior knowledge of the organization or the meeting that is about to begin, and lead it in a manner that gets more done in a shorter period of time than anyone in the room has ever experienced. The get-together can be with the board of directors, top executives, departmental managers, supervisors, team leaders, or any mix of people and disciplines; it doesn't matter: I get superior results every time I facilitate a collaborative event—because I don't use meetings for collaboration.
At its most elemental, this book is intended to provide managers and supervisors who currently conduct meetings with a transformative alternative they can use immediately to get more done in less time. In addition, it provides them with workflow management tools to access and leverage the cognitive and creative capabilities of the individuals who report to them in a manner that creates value for employees, consumers, and stakeholders.
Meetings have survived as the primary collaborative process because it is assumed that an individual, once promoted to a leadership position, already knows how to effectively leverage human capital. The facts don't support this—all of us still get trapped in meetings that squander time we'll never recover. While the number and complexity of issues that require resolution accelerates, unsatisfactory meeting outcomes are still an everyday event. Before we get into detailed instruction for the workflow management protocols you're about to be introduced to, it will help to take a look at how we currently collaborate within organizations.
For most executives, managers, and supervisors, the meeting is the only work management tool they've ever used for collaboration. The drill is ingrained: Everyone gathers in a conference room, and the most senior executive both conducts and participates in the meeting at the same time. This wasteful collaborative ritual takes place millions of times daily in organizations around the globe. And, while its shortcomings are acknowledged, it has been the principal means for collaboration over the course of many generations.
Granted, we now have distance conferencing capabilities, but digital conferencing platforms are basically delivery vehicles—their ultimate effectiveness as a collaborative tool is dependent upon users having the ability to leverage the intellectual and creative potential of the individuals participating in the dialogue.
If managers are doing a poor job of collaborating in person-to-person gatherings—and be assured that they are—digital collaborative performance will be even less effective. Right now, this reality is overshadowed by excitement over the diversity of impressive delivery vehicles and platforms for distance conferencing. That excitement will prove hollow unless we also upgrade the human element of the collaborative equation.
GUIDING PRINCIPLES
Reframing workflow management activities into four broad categories of need transforms the effectiveness of work- flow management in general and collaboration in particular. Those categories—the need to manage issues, to solve problems, to innovate, and to plan—yielded the following collaborative elements of a workflow management system (see Figure 1.1):
1. The Issues Management Session
2. The Innovation Session
3. The Problem-Solving Session
4. Ongoing Planning
The fourth element, Ongoing Planning, provides the means to capitalize on exponential change by building speed-to-market capabilities.
In the next four chapters, we'll explore processes for conducting Issues Management, Innovation, and Problem-Solving sessions and introduce an Ongoing Planning structure. There are, however, two principles on which all of these sessions are based:
1. Content and process must be kept separate.
2. The boss (or the highest-ranking person in the room) should not run workflow management sessions.
Separate Content and Process
While there's little doubt about the need to upgrade the quality of workplace collaboration, how to do so can be a challenge. I'm going to tell you how to get it done quickly and in a manner that's least disruptive to everyday workflow management. We'll begin with the core elements of all interpersonal communications: content and process. Content refers to what's being discussed, the subject or purpose for having a meeting in the first place.
Process refers to virtually everything else, for instance:
• How loudly are people speaking?
• Who's talking the most?
• Who's apparently not listening?
• Who's not participating?
• How many are in the meeting?
• Who are they?
• How long is the meeting scheduled to run?
• How's the energy level in the room?
• Is there a spirit of openness and teamwork?
• Is the overall tone of the meeting positive?
• Is the boss present?
• Are things getting accomplished?
Most collaboration problems occur in the arena of process, not content. This happens because most managers focus on content and ignore process. While content and process are equally important, few managers understand the importance of separating them or possess the ability to do so.
As already mentioned, conventional meetings are characterized by the ranking manager both running the session and participating in content discussions. This is the main reason meetings are not as productive as they could be: You simply cannot do a decent job of facilitating a meeting and participate in the content of the meeting at the same time. Facilitating a meeting is a full-time job.
The workflow management sessions you'll learn about here provide the means to leverage the collective intellectual and creative potential of a group. The sessions are customized to meet different collaboration needs and, when conducted properly, yield outcomes that are dramatically superior to typical meeting results. All workflow management sessions have a facilitator who fulfills this role. This facilitator orchestrates the session in a manner that enables the group to get more done in a shorter amount of time than in a regular meeting.
Collaboration is transformed by the simple act of keeping content and process separate. Facilitators don't participate in content discussions. Their job is to handle process only and to do so in a manner that motivates all participants to contribute to the maximum of their ability. At the beginning of every workflow management session the facilitator needs to get three agreements from the group:
1. The facilitator accepts responsibility for meeting process.
2. The group accepts responsibility for meeting content.
3. Both the facilitator and the group commit to an outstanding workflow session outcome.
Facilitators don't run workflow sessions without these agreements. This is not as dramatic a statement as you might think. During the past three decades I've run hundreds of workflow management sessions, and I've never had a group refuse to grant me control of and responsibility for process. Nevertheless, agreement about this is a very important part of the workflow management process. It establishes the importance of recognizing and separating the two dynamics—content and process—with just a dash of drama.
With a new group, a facilitator can expect to be tested a few times on the promise to stay out of content, and as facilitators adjust to the process, they can expect to be tempted sometimes to give their opinions about particular content issues. Just remember that the facilitator's job is to handle process only, and a facilitator who succumbs to discussing any content issue, no matter how trivial, undermines the group's trust and triggers all the woes of traditional meetings.
As the facilitator of a workflow session, you're responsible for coordinating a diversity of personalities and agendas. To say that this requires full-time concentration is an understatement. However, when participants realize that you're not going to take part in any content discussions, they'll trust you with the welfare of the session and participate with enthusiasm.
Why the Boss Shouldn't Run Meetings
The most senior person in attendance definitely should not run a work session. As a matter of fact, if there's more than one person in the room who knows how to facilitate, the task should go to the most junior. This frees up the greatest number of senior personnel to contribute to content.
If there's any doubt in your mind about the logic of this practice, consider the fact that it's easier to acquire the skills needed to run a productive workflow session than it is to accumulate the knowledge, experience, and wisdom brought to a session by the CEO or other senior managers.
When the most senior executive in the room runs a meeting, an array of counterproductive interpersonal dynamics is triggered that impedes optimum collaboration. While politicking and fear-based reticence rank high on that list, the single biggest reason meetings fail is that the individual running the session isn't familiar with the collaboration practices we're discussing.
A Facilitator creates a level playing field, where input from everyone is encouraged and given the same consideration. Thus, a normally domineering boss is neutralized and prevented from unintentionally intimidating lesser souls so that they don't contribute.
The fundamental purpose of meetings is to utilize the collective human capital of a group to get things accomplished. When that opportunity is properly presented, good things happen and even the most timid are motivated to contribute; the energy in the room sparkles; radical ideas and breakthrough solutions (which in a normal meeting wouldn't see the light of day) are solicited and suggested without fear of judgment.
As your comfort level with the workflow management process grows, you'll be able to explain the absurdity of mixing content and process with examples that strike a chord. You've been in meetings where everyone is talking at the same time and no one is listening to what others are saying because they're busy rehearsing what they're going to say. Since everyone in the room is actively engaged in content discussions and no one is minding the store (process), outcomes from these get-togethers don't reflect the true potential of the assembled talent.
Routinely, a much deeper reserve of intellectual and creative potential remains untapped, good content goes unrecognized, and follow-up is sporadic, all because process went untended. This doesn't happen in the workflow sessions you'll be introduced to here.
THE ISSUES MANAGEMENT SESSION
The goal in this session is to surface all of the issues that need to be addressed, in both the short and the long term. The Issues Management Session is the session you'll first consider when previewing a workload. In some cases, issues can be resolved in-session with an Action Plan that indicates who's responsible and a due date. For example, if customer confusion regarding the corporate website is an issue, the Action Plan might indicate an assignment for the social media manager to update or redesign the platform with an agreed-upon delivery date.
Some issues, however, cannot be resolved in an Issues Management Session, and in that case the issue would be addressed in one of two follow-up sessions: an Innovation Session or a Problem-Solving Session. (Remember that there is always an Action Plan, even if the action indicated is simply to promote an issue to an Innovation or Problem- Solving Session.)
THE INNOVATION SESSION
If the issue requires an innovative new concept or new thinking or a new direction, the Action Plan for that issue should be to schedule an Innovation Session. In product development, often the most exciting sessions are the Innovation workflow management sessions, which normally result in hundreds of new ideas that are generated in a short period of time. In Innovation workflow management sessions, the imagination is unfettered and there are no boundaries or barriers to creativity. Eventually, of course, the session identifies and culls the strongest of these ideas and promotes them to Action Plan status.
THE PROBLEM-SOLVING SESSION
The unresolved issues from the Issues Management Session might be defined as problems, in which case they need to be moved to a Problem-Solving Session. The difference between the definition of an issue and the definition of a problem is often blurred, as many people use these words interchangeably. There is, however, a clear distinction. All problems are issues, but not all issues are problems.
For example, an astute manager might see the opportunity to upgrade systems and procedures in anticipation of an influx of new business. This is an issue, not a problem. However, if she waited until the new business volume reached the point of stressing individuals because of antiquated systems and procedures, that would be a problem.
ONGOING PLANNING
Each of the three sessions just described ends with an Action Plan, which is submitted to (1) the people who participated in the work session and (2) the Ongoing Planning Database.
The database is vital, since it not only accumulates the fodder for Ongoing Planning but is essential for ensuring that all managers operate from a unified strategic perspective—a consequence of being up to date with the workflow management activities of all other managers. This is discussed in Chapter 5, "The Ongoing Planning Process."
ENTRY POINTS
Three dynamics—Entry Points, Leverage, and Questions— play a key role in upgrading the quality of thought that drives intellectual performance in general and Problem-Solving in particular. These interrelated tools enable a dramatic upgrade of the cognitive capabilities of managers and supervisors.
The starting points, or Entry Points, are created by the questions we ask to better understand the precise nature of the issue being addressed or the problem to be solved. How often have you experienced the frustration of being unable to resolve a problem and then discovered you've been addressing the wrong problem or going down the wrong path? This is usually the result of choosing a weak Entry Point in the Problem-Solving process. (See Figure 1.2.)
Most managers operate from the perspective of what they do know as the Entry Point to solve problems and resolve issues. This is actually the converse of effective Problem-Solving. As you'll see, the Problem-Solving Session begins with an exploration of what we don't know rather than a reiteration of what we do know. Once there's agreement about the definition of the problem, you'll be able to guide the group to identify the best Entry Point for tackling the problem. The selection of a strong Entry Point is the most crucial step in the Problem-Solving and issue resolution process.
The concept of Leverage is intimately related to Entry Points. Every Question that's asked about a problem has a leverageability quotient. The more highly leveraged a Question, the more quickly it leads you to the solution.
When we finally ask the right Question, we have the solution to the problem, or at least we'll be pointed in the right direction. If we get a partial solution, we continue to apply the Question Exercise to the part of the solution we don't yet have.
You'll find that Questions have a significant effect on a group's ability to solve problems—that the quality of the Questions brought to what's not known shortens the Problem-Solving and issue resolution process. Moreover, you'll find that a healthy dissatisfaction with the quality of a group's initial Questions gets them closer to the key Question, which in turn, indicates the most productive Entry Point.
MANAGING YOURSELF
Keep in mind that whenever we have the courage to go outside our comfort zone to learn something new, we traverse a confidence curve. So don't be surprised if your anxiety level goes up a notch or two when you run the fi rst Issues Management Session.
(Continues...)
Excerpted from NO MORE POINTLESS MEETINGS by MARTIN MURPHY Copyright © 2013 by Martin Murphy. Excerpted by permission of AMACOM. All rights reserved. No part of this excerpt may be reproduced or reprinted without permission in writing from the publisher.
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