Managing Dysfunction – Part I
The General Formula and The Topic Jumper
By Michael Wilkinson, CMF
Managing Director, Leadership Strategies, Inc.
What if, in the middle of the meeting, someone starts talking about something that is completely off topic? Or what if two people start whispering? Or what if someone verbally attacks one of the other meeting participants?
Dysfunctional behavior can take many forms in a meeting. Skilled facilitators recognize that dysfunctional behavior is a symptom that masks the real issue, which is typically a problem with the information generated by the session (the content), the way in which the session is being run (the process), or some outside factor (unrelated to the session).
How should you respond to a dysfunction? Of course, this depends on the dysfunction and other factors, including when it occurs, the number of people affected, and the probable root cause. However, consider the following general formula.
The General Formula
- Approach privately or generally.
Either speak with the people one-on-one during a break, or address the behaviors generally to the group without singling out any individuals. At times, however, singling out an individual during the meeting may be unavoidable.
- Empathize with the symptom.
Praise an appropriate aspect of their behavior or express concern about the situation they find themselves in.
- Address the root cause.
Make an effort to get at the real issue by asking a question that will yield a response that confirms the issue.
- Get agreement on the solution.
Get agreement on how the situation will be handled going forward. Be sure that the solution addresses the root cause and not just the symptom.
As an example, let’s take one of the more common dysfunctions that occurs in meetings.
The Topic Jumper
Below is a description of the dysfunction, its likely causes, strategies to take to prevent the dysfunction, what to do “in the moment” when the dysfunction occurs, and what to do “after the moment” to further address the dysfunction.
|
Description* |
The person frequently takes the group off topic. |
|
Common |
· The person has a communication style that frequently shifts to a new topic before the prior one is complete. |
|
Prevention |
· Establish a ground rule: have one conversation; one topic at a time. |
|
In the |
· “That’s a good point. If it’s okay, can we put that on the issues list to be discussed later and get back to talking about . . . ?” |
|
After the |
· Consider seeking an agreement with the person to make an effort to use the issues list when new topics come up. |
* Adapted from The Secrets to Masterful Meetings
In future newsletters, we will cover strategies for addressing nine other common dysfunctions.
Dysfunction Part II
- Cell Phone Junkie
- Drop-out
- Interrupter
Dysfunction Part III
- Loudmouth
- Naysayer
- Storyteller
Dysfunction Part IV
- Verbal Attacker
- Whisperer
- Workaholic
Interested in learning more facilitation techniques? Check out our course, The Effective Facilitator.
Michael Wilkinson is the Managing Director of Leadership Strategies – The Facilitation Company, and a much sought after trainer, facilitator and speaker. He is a Certified Master Facilitator and a Certified Professional Facilitator. As a past president of the Southeast Association of Facilitators and a board member of the National Institute of Facilitation, Michael is a national leader in the facilitation industry. You can get more tips from either of Michael’s books, The Secrets of Facilitation or The Secrets to Masterful Meetings. You can receive a signed copy through our website.
