Conversation Management Techniques

Posted on | August 12, 2009 | No Comments

As a meeting manager one of your key jobs is to keep the group on track. If you have been tracking the conversation, including the topics and where the group is in the PowerfulWork conversation model (see my earlier blog post), you can use any of the following tools to reorient a group that appears to be lost or floundering in some way:

  • Summarizing: Recapping the conversation. “This is where I think you are…”
  • Normalizing: Describing the situation as a normal part of the process. “This is exactly where you should be…, all groups go through this…”
  • Gatekeeping: Maintaining a balanced conversation. Helping reluctant participants to get heard and reducing the airtime of “over-talkers.” “We haven’t heard from a few people in the room yet—I’d like to ask them if they have something to add.”
  • Acknowledging: Recognizing a contribution or effort. “Thank you for offering that comment”, or “I understand how hard that must have been for you.”
  • Giving context and locating the conversation: Stating the overall goal and how a conversation fits into the bigger picture. “Remember that we are discussing X; this conversation is connected in this way…”
  • Paraphrasing and connecting: Repeating back what was said in your own words and helping the participants link what they are saying to the conversation at hand. “Is this what you mean? How does that relate to this conversation—or is it another topic?”
  • Questioning: Actively exploring or asking questions to assist the group or an individual in contributing effectively. “Can anyone summarize where we are? Is this conversation important?”
  • Interrupting and reiterating ground rules: Interceding to ask someone to abide by the agreed-upon rules of conduct. “Excuse me; I believe we agreed to one topic at a time” or XYZ…
  • Naming the topic, the behavior: Simply stating what you are seeing or hearing. “Here is what I see happening…”
  • Theming / taking a meta-view: Summarizing a series of related comments and finding a common theme, then tying the theme to the overall conversation. “Here is how what we are talking about relates to a bigger issue…”
  • Locating lost threads: Noticing what topics or comments have been lost or ignored. “A minute ago you were discussing XYZ; are you done with that conversation?”

Category: conflict strategies
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