Staff meetings are important, but they generally don’t cover things staff have a hand in, says the practice manager of an office in Maine. In addition to hearing company reports and receiving managerial edicts, staff also need time to discuss operational matters and brainstorm solutions for common problems.
So the manager decided to implement monthly roundtable discussions. This time is not used for company announcements; instead, they are a time to answer questions, exchange ideas, and promote productive conversation.
The manager began the roundtables when the office was relocating and setting up a new records system. Staff needed to talk about what was going on and what their roles would be in the new setting, but nobody would speak up at formal meetings when the partners were present. Thus, the roundtables were born and have continued ever since.
A few days ahead of the meeting, the manager decides on a topic and also asks staff what they want to talk about. Usually the focus is on something that everyone is having difficulty with, such as scheduling certain types of appointments or a change in procedures and responsibilities.
The manager also uses the meetings to get ideas. At one meeting, for example, staff discussed which outlets were best for advertising the practice. At another, they talked about ways to make visits more comfortable for clients.
Unlike the regular staff meetings, the manager does not control the roundtable discussions, but rather listens quietly, taking notes on whatever is decided. She then updates staff during the month on what has been done or had to be delayed and why.
To encourage positive conversation, lunch is brought in and the setting is kept informal. Staff are reminded that the meetings is not the place for negative remarks and that complaints still must be brought to her. If someone does bring up something negative, the response is “let’s discuss that later in my office.”
As a result, the meetings are pleasant. Staff enjoy the camaraderie and the time to sit back, enjoy lunch, and solve issues, with no phones ringing or other interruptions.
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