Manage Both Content & Process
Bauback Yeganeh, Ph.D.
One of the benefits of working in this field for a while is that you start to see themes. For example, I have noticed that when people feel stuck in a work situation, there is a good chance that they are too focused on content and not focused enough on process. I will define these terms below:
The content of a work conversation includes what is being discussed, the reason for the conversation and the "facts". Most people automatically tune out process in order to focus on content.
The process of a conversation includes:
People involved
How people are interacting
Collective emotional tone
Ratio of questions vs. statements
Widening or narrowing conversations
How silence is used
How mic time is being spent
Let’s apply this to business meeting facilitation to further illustrate. In my field, effective meeting facilitators focus on both content and process. This means that agendas are set with the "how" in mind, rather than only focusing on "what" is being discussed. In a given moment, good facilitators are watching for how people are engaged, where the conversation is going, how near or far from the desired outcomes they are, and so on. At the same time they are tracking what is being discussed in order to ask effective questions. Further, they are paraphrasing what is being said to hear correctly and build shared understanding. These behaviors can be learned by anyone.
We can also apply principles of content and process to meeting design. Leaders will benefit from remembering that their meetings are one small part of a full day for those attending them. If you want people to participate in a particular way, you need to provide a process that will guide them. Shape the conversation by creating semi-structured conversations. Instead of saying "today we are going to discuss updates to the upcoming project and identify next steps", try "we are going spend the first fifteen minutes identifying the core factors that lead to success based on our past experiences, followed by twenty minutes identifying criteria for selecting the most appropriate approach to a solution moving forward." Provide specific questions for each section of your meeting so people to actively think and share. You can even make suggestions for the types of behaviors you would like to see in the conversation, e.g. "I'd like us to unpack our assumptions by asking each other about the pros and cons of each approach." Never assume that people know how they should behave during your meetings. Shaping conversations by designing and articulating processes is one of the best ways to increase meeting productivity.
Shaping process means being an architect of: the topics being discussed, the order in which they are discussed, the time allocated to various discussion points, and the types of exercises being introduced. When designing your agendas, think about the outcomes you desire, and work your way backwards. What truly needs to occur in the next meeting to get there? What is the best process to help it happen? Requesting post-meeting feedback will help you refine your practice.
Mastering process and content takes some effort but it significantly increases productivity and boosts your personal brand. Content is seductive. Remember to shape the process when feeling stuck.
