STUDENT

GUIDE

BSBTWK503
MANAGE MEETINGS
Student Guide BSBTWK503 - Manage meetings

Contents

Overview 3
Topic 1: All about meetings 4
Topic 2: Leading effective meetings 15

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Student Guide BSBTWK503 - Manage meetings

Overview

The Student Guide should be used in conjunction with the recommended reading and any further
course notes or activities given by the trainer/assessor.

Application of the unit

This unit describes the skills and knowledge required to manage a range of meetings including
overseeing the meeting preparation processes, chairing meetings, organising the minutes and
reporting meeting outcomes.
The unit applies to individuals employed in a range of work environments who are required to
organise and manage meetings within their workplace. These individuals may work as senior
administrative staff or may be individuals with responsibility for conducting and Chairing meetings
in the workplace.
No licensing, legislative or certification requirements apply to this unit at the time of publication.

Learning goals
Learning goals include:

 preparing for meetings

 conducting meetings

 following up meetings.

Videos
The following videos are relevant to this unit and should be provided for the students to view:

 Making meetings matter series:

o What is an effective meeting?
o How can meetings be made more effective?
o How to implement an effective meeting business culture
o What makes a successful meeting?

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Topic 1: All about meetings

Why do we have meetings?

Meetings are a regular communication method in nearly all businesses. Having a meeting simply
means bringing people together to discuss business things. Meetings may be very informal or
very formal, or somewhere in-between, depending on the culture of the business, and the items
up for discussion.

Some workplaces have a daily morning meeting scheduled before the workday begins – these are
generally very informal; others are very formal, such an Annual General Meeting (AGM). Most
businesses will engage in variety of different types of meetings throughout the weeks, months and
year.
Meetings are held for a variety of
reasons which can include:

 status update meetings

 WHS meetings and toolbox

talks

 team-building meetings

 innovation meetings

 project meetings

 progress meetings

 a meeting to announce
something or launch
Image by Mentatdtg on Pexels
something.

Activity: Reflect

Think about your experiences with meetings. Have you ever attended or chaired a
meeting? What was your role? Provide some of your own experiences as well.

Activity: Watch

As an introduction to the topic, view the following video about the different roles
people play in a meeting
Video: https://www.youtube.com/watch?v=K7agjXFFQJU (03:47)

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Activity: Read

Use the following web link to learn about what an AGM involves:
http://www.fairtrading.nsw.gov.au/ftw/Cooperatives_and_associations/Running_
an_association/Annual_general_meetings.page

Calling the right type of meeting at the right time

Would you consider having a meeting if the same information could be covered in a memo, email
or brief report? Meetings take up a lot of time, so it’s best to keep meetings to a minimum if
possible and not have one just for the sake of having one – or because it’s always been done like
that.
One of the keys to having more effective meetings is realising if the need for communication is for
one-way information dissemination or requires two-way information sharing. Could an email rather
be sent or a message posted to the intranet board? A meeting might be able to be set up as a
question and answer session after the information has been communicated in another format.
By asking the question "Is a meeting the best way to handle this?" wasted meeting time can be
reduced and the team will be clear that when meetings are scheduled, they are necessary.
Some meetings are held in other states or cities and require people to travel. In these instances,
it’s best to pose the question: Can we meet online to save resources? It might not always be
possible – but if the global pandemic of COVID19 has taught us anything – it’s that we can think of
new ways of doing things to reduce unnecessary travel. Online meetings can be just as effective as
face-to-face ones.
Being mindful and respectful of other people’s time will also help us to keep meetings to a minimum
and by doing this – when meetings are held – they will hopefully be more impactful and productive.

Differences between formal and informal meetings

Meetings may be informal or formal, or anywhere in-between.
An informal meeting is less heavily planned and regulated than a formal business meeting and
does not include many of the defining features of a formal business meeting, such as minutes, a
Chairperson and a set Agenda. These informal meetings could take place in a in a casual setting,
such as a restaurant or a coffee shop, or at one of the participant’s desks, rather than take place in
a boardroom – these could be as simple as quick catch ups, check ins with the manager or other
colleague or a casual staffroom meeting around the lunchroom table.
Informal meetings may not necessarily follow all the rules of a formal meeting e.g. there may not be
a formal Agenda or minutes.

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When should a meeting be called?

It is important to consider the best use of a person’s time before calling a meeting. There are many
other communication methods that may also be used to discuss business items, for example:
phone, instant messaging and email.
Meetings can take up a lot of time, so it’s best to keep meetings to a minimum if possible and not
have one just for the sake of having one, or because it’s always been done like that.
Before calling a meeting, you should consider if the need for communication is for one-way
information dissemination or requires two-way information sharing. If this information is one-way
dissemination, could an email be sent or a message posted to the intranet instead? In some cases,
this may be a better solution, and then perhaps a meeting might be set up as a question and
answer session after the information has been communicated in another format.
Often, meetings are held in other states or cities and require people to travel. in these instances,
it’s best to question whether the meeting is required to be run face-to-face or if you could meet
online to save resources. Sometimes, online meetings can be just as effective as face-to-face
ones, and can save on time (from travelling), money and other resources.
Being mindful and respectful of other people’s time will also help us to keep meetings to a minimum
and by doing this, when meetings are held, they will hopefully be more impactful and productive.
Next time you are tasked with arranging a meeting, ask yourself the quest whether a meeting is
really the best way to handle the task. By considering all options available, wasted meeting time
can be reduced and the team will be clear that when meetings are scheduled, they are necessary.

Terminology
It is important to understand the different types of terminology used when people talk about
meetings. Below is common terminology that you will come across.

 Agenda: the document circulated (usually ahead of the meeting) setting out the items to be
discussed and other relevant information.

 Chair / Chairperson: the person responsible for conducting the meeting and moving through
Agenda items.

 Quorum: the minimum number of participants that must attend to represent a particular group
for their representation to be counted.

 Proxy: a person who attends a meeting in lieu of another, as their representative.

 Minutes: the information that was discussed at the meeting, usually typed up and distributed in
note form.

 Motion: a formal proposal for something to occur, from a meeting participant.

 Actions: any task that was raised in the meeting which requires action or completion.

 Apologies: any person who was due to attend the meeting but declined their attendance.
Apologies are usually written on the meeting minutes.

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Meetings, ethics and culture

It is important that meetings are conducted in an ethical manner.
Review the Code of Ethics that sets out the general principles of all members of Meetings & Events
Australia for maintaining high standards of professional service and conduct towards clients,
colleagues, employers, employees and the public:
https://secure.meetingsevents.com.au/membershipbenefits/code-of-ethics

There are many ways of holding meetings and businesses will have different procedures for
conducting their own meetings. These procedures may be treated as the ‘rules’ for planning and
conducting meetings.

To read about all about policies and procedures and how they are used for meetings, review the
information at the following link:
https://www.skillmaker.edu.au/policy-and-procedures-for-meetings/

Consider culture when planning a meeting

Culture can refer to where are a person comes from; but can also refer to the set of norms and
standards within a workplace. Understanding and planning for cultural differences is an important
aspect when planning meetings.

Image by Christina Morillo on Pexels

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For example, you may be hosting a meeting for future clients or partners who come from another
country – likely customs and traditions in relation to meetings will be very different to what we do
here in Australia. In these circumstances, it would be prudent to do some homework on customs
and traditions (even ways of greeting each other, small talk or seating arrangements) to make the
meeting participants feel welcome and comfortable.
Similarly, even meetings between businesses and clients here in Australia may differ due to
internal customs and procedures – so there are variances in norms and practices even in Australia.
Regional and city areas may also differ significantly in their style of meeting, location or
arrangements.

Legal requirements
Some meetings have legal obligations – for example some organisations are required by law to
hold particular meetings such as an AGM.

Activity: Research

1. Research Corporation law for meetings in Australia. What is the Act and its
objective? Find three different examples of regulations derived from the Act that
will influence the way an AGM is held.
2. List down the circumstances that can render a board meeting invalid.

Activity: Research and discuss

Research and discuss the following legislation/principles/codes or practice in relation

to meetings. Provide a brief summary of how each relates to conducting a meeting.

 Anti-discrimination

 Ethical principles

 Codes of practice

 Privacy

 Work health and safety

How to plan meetings

When planning a meeting, the following needs to be determined:

 purpose of meeting and objectives  specific needs of any participants

 meeting structure e.g. formal or informal,  specific resources needed for the
structured or unstructured meeting such as projectors or
whiteboards or catering.
 meeting participants

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As the person organising the

meeting, you need to make sure
that you are clear on all of the
requirements of the meeting by
discussing this with a manager or
your team and then ensuring that
all the requirements are in place.
For example, you may need to
book the meeting space and
organise food for the meeting.

Participants Image by Elevate Digital on Pexels

Only the participants that really need to be there should be in attendance. A participant may be
required because:

 they are required for their input/knowledge

 they can make decisions or are the decision makers

 need to know about the topic being discussed.

Time and Venue

The right venue is important for a successful meeting. It should be:

 free from interruptions/private

 comfortable

 flexible in its configuration

 necessarily equipped

 convenient

 cost effective

 neutral.

Notice of meetings
The requirements for giving notice of a meeting varies between formal and informal meetings.
For all meetings, participants should be advised of meeting arrangements well in advance.
If a formal meeting is being conducted then it is required to give “due notice” or “notice of meeting”.
Without “due notice” the meeting may be legally “null and void”.
Legislation will determine the notice, information that is required to be provided, Agenda,
participants required, timeframe for notice of meetings.

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Preparation
Participants would need to know the following so that they can be prepared for attending the
meeting:

 Agenda

 purpose of meeting

 any documentation required for the meeting

 access to documentation if required

 expectations of the participant at the meeting

 time, location, venue, length of meeting, catering, if payment is given for attending the
meeting.

Cancellation of meetings
Informal meetings are often cancelled and participants
notified accordingly, however, for some types of formal
meetings the legal implications are that once formal
notice has been given for a meeting it is required to go
ahead and cannot be cancelled.

Virtual meetings
The global pandemic of COVID-19 has taught us many
things, but in relation to business and the way we
interact with the world, it’s taught us to rethink the way
we use resources and that many things can be done
virtually that we didn’t think possible before. Artists are
sharing their music online (even playing with band
members and singers in different houses), training and
fitness professionals are sharing workouts online, and
business meetings are being conducted online.
Virtual meetings can work very well when participants
are separated by distance. Virtual meetings can be
conducted through teleconferencing or video
conferencing and there are numerous types of software
that can be used to enable such meetings. Image by Cottonbro on Pexels

Read more about virtual meetings at:

https://work.chron.com/types-virtual-meetings-15729.html

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Agenda
An Agenda should be designed so that all the important and relevant points to be dealt with are
listed in a relevant order with the right amount of time allocated. An Agenda should be well planned
and allow enough time for each topic to be discussed as well as enough time for the overall
meeting including breaks, discussion, etc.
Some Agendas require input from participants before the meeting can be planned. Some planning
may include:
 incorporating any questions or concerns raised at previous meetings
 consultation with the Chairperson or person holding the meeting
 reference to the previous minutes so that it includes all items requiring following up.
The Agenda should be distributed in advance to allow any preparations required.
Agendas usually have an ordered sequence which can sometimes require logical planning. Some
factors to consider include:
 the participants that are attending
 the purpose of the meeting
 what discussions the meeting may produce
 the types of decisions required
 how people interact within meetings
 the reasons for including certain topics
 the order of the topics under discussion.

You can usually decipher the tone of a meeting by its Agenda. For example, you may expect a
meeting will be formal if the Agenda contains formal language and a fancy layout. You may
expect a meeting to be informal if the Agenda is casual and flexible. Either way, all should arrive
at the meeting prepared to contribute professionally.

Agenda Structure
An Agenda varies according to the type of meeting that is being planned. The Agenda may also set
the tone of the meeting and provide people with information on the type of meeting to be held and
its purpose.
An Agenda will typically include the following information:

 list of attendees and apologies  a list of topics under discussion for this
meeting
 overall description of purpose of meeting
 topics for discussion
 a welcome note
 any other business
 minutes of previous meeting
 date of next meeting.
 any actions or topics to be added to the
Agenda
 documents/correspondence or reports
handed out

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It is a good idea for an Agenda to also include the following information. This will help to ensure
that the meeting is kept on time, that the relevant subject matter experts are available to contribute,
that actions are recorded and followed up and that people leave the meeting with accountability for
particular actions:

 suggested time allocations for each topic

 draft motions

 actions required

 participants responsible for actions

 space for note taking.

It is a good idea to spend the time to create a good Agenda template that suits the needs of your
business and the purpose of the meeting. The template can then be saved and used over again,
providing a consistent expectation from participant’s, and also creating a culture and rhythm for
your meetings. The template can be added to and improved over time as you see what works or
can be left out.

In any case, the Agenda should be:

 easy to follow

 easy to read

 clearly structured

 simple font and text

 a list of numbered Agenda items

 estimated times for discussing

each item

 clear indication of start, finish

break and lunch times.
Image by Moose Photos on Pexels
With formal meetings the Agenda is far stricter:

 the Chairperson cannot alter the order of the Agenda unless consent is given by participants

 a motion to suspend the standing orders to allow the altering of the Agenda must be put and
carried before the sequence can be changed.

 the addition of other items for business also requires notification

 legal requirements do not allow resolutions to be passed on items of business without notice.
Student Guide BSBTWK503 - Manage meetings

Activity: Agenda

Discuss how to create an agenda using a template. Research templates on the

Internet or look at the in-built template in the word processing package being used.
Consider layout, professional structure and presentation.
1. Create your own agenda for the following meeting:
Management meeting to be called to discuss the budget for next year. All
management should be invited to attend in Room 15 on the 2nd floor of our offices
on 25 September. Attendees should confirm attendance or provide apologies. The
meeting will discuss the last financial year’s budget, the budget allocated for the
following year, major expenditure for the following year and there should be an open
discussion for each manager to put forward their projected spending for the following
year. Mr Bob Chan will be heading the meeting, with his secretary Barbara Pearl
Smith taking the minutes. George Stubbard from Accounts will provide a 30-minute
presentation using the data projector. A printed report on the previous year’s
financial budget will be provided at the meeting. The meeting will be conducted from
9-3 with one-hour break for lunch, two coffee breaks. Refreshments and lunch will
be provided. Attendees are J Pitch, S Wallow, T Bird, M Matthews, T Pearl, L
Joseph, N Bloom, K Carr, DWK Bowyer (Managers). June Prudence, Sofia
McGonagall, Tracey Jones (secretaries). John Snow (MD).
2. Find an example of a formal meeting agenda such as one for an AGM or board
meeting.

 in what way is it different from a standard or informal meeting?

 list down the headings from the Agenda

 research a Chairperson’s agenda; why is it different from an attendee’s

agenda?

Activity: Reflect

Assume you are the Administration Manager for a company that has offices in
Sydney and Melbourne. The next management meeting is in Sydney and will be held
all day from 9 am to 5 pm. Two of the managers are located in Melbourne. The
company always holds all day meetings in the Boardroom. Papers are to be
dispatched with the agenda.
How would you plan for this meeting?

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Reports and documentation

These need to be prepared and sent out with the Agenda and minutes of the previous meeting. In
some cases, in formal meetings this could be critical as Directors can have personal legal liabilities
relating to their decisions.
All documentation, including the Agenda and minutes should be checked and approved before
being issued. This is not only professional but also could be an issue for any legal requirements.
If participants are required to prepare for the meeting with any documentation provided by the
meeting coordinator then this should be sent to participants with the notice of meeting and Agenda.
In formal situations if these are not received, they may be tabled late. Although they can still be
distributed at the meeting it does not allow participants time to consider what has been presented
to them properly. A policy decision to defer motions on tabled papers until the following meeting
can be made.
Documents should also be prepared and made available at the meeting if necessary, for those who
did not bring them, or those who were away or could not print them out. It would probably be more
likely that these are available online or via a USB. Organisations may have policies and procedures
on any formal requirements for meetings.

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Topic 2: Leading effective meetings

The difference between effective and ineffective meetings

Effective meetings help generate enthusiasm. For example, brainstorming ideas and coming to
collaborative decisions. If meetings are not held in an effective way, for example, kept interesting
and engaging, then participants will quickly become bored and less enthusiastic about attending
future ones.

In an effective meeting, all participants' ideas are heard, decisions are made through group
discussion and with reasonable speed, and activities are focused on desired results.

Effective meetings require an effective Chair and willing participants. An effective Chair
understands the purpose of a meeting, makes sure that all participants understand this purpose,
helps keep the discussion on track, works with participants to carry out the business of the meeting
in the time allotted, and tries to ensure that everyone is involved appropriately in discussions.
These responsibilities often require the Chair, or other leader to distribute an Agenda and other
written materials prior to a meeting.
Willing participants come to a meeting prepared for the business at hand. They have reviewed the
paperwork provided to them beforehand and come ready to share ideas about key issues and
questions they have thought of prior. They also bring to the table their best listening skills and
group manners: taking turns when talking, staying on the point of discussion, and helping to move
decisions forward.
Ineffective meetings could be due to several factors such as:

 a poorly structured Agenda: objectives for the meeting should be specific and clear.

 taking too long discussing one point: a time should be set for each point for the Agenda.

 keeping the attendees focused: rules should be set for people texting, emailing, taking calls
during a meeting so that they remain focused.

 lack of preparation: ensuring any documentation referred to is available for all attendees;
some preparation by attendees may not be undertaken which would also interfere with the
progress of the meeting.

 Indecision: points on the Agenda not being agreed upon.

 meeting takeover by dominant members: a Chair or similar should be appointed to manage

the meeting.

 time management: starting late, finishing early, people arriving late and leaving early.

Ineffective meetings may be due to several factors but is usually the result of poor planning. This
may be in relation to the purpose of the meeting, whether the selected participants were the right
people, timing, or even catering. An ineffective meeting can waste valuable time, leaving the
participants frustrated and annoyed.

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When scheduling meetings, always spend time on

planning properly. The more properly planned a
meeting is, the better it is likely to go. You will not be
able to plan for all scenarios, however if you can
imagine the results you wish to achieve at the meeting,
you will be able to structure the meeting in a way that
allows for the highest chance of success.
Staying on track at the meeting is also imperative to a
successful meeting. Bringing people together to
discuss items can certainly be a recipe for diverging
subjects and issues, purely by accident. Whilst this
conversation may be interesting and even relevant to
your business, it can mean your meeting goes off track
and off time. To ensure this doesn’t happen, stick to
your Agenda and the relevant timings. The Chair
should be confident to bring people back to relevant
subject matter and remind them of their timing. It is part
of the Chair’s job to ensure the meeting stays on track
and time. By doing so, the meeting is more likely to be
effective.
Image by Christina Morillo on Pexels

Activity: Research and discuss

Use the following websites to discuss the approach to minute taking, including
developing minutes, checking minutes and storing and distributing minutes within
required timelines.
http://www.effectivemeetings.com/meetingbasics/minutes.asp
https://www.skillmaker.edu.au/minute-taker/
http://www.wikihow.com/Take-Minutes
http://careerplanning.about.com/cs/communication/a/minutes.htm
http://knowledge.wildapricot.com/display/communications/How+To+Write
+Effective+Meeting+Minutes
Download a template or sample minutes and discuss the structure, layout and
recording of them.
Set up a template to be used for the next activity. In pairs, develop a short brief that
could be used for briefing a minute taker.

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Group dynamics
Group dynamics play a major role in teams.

Activity: Read and discuss

Review the following article about team dynamics:

https://www.mindtools.com/pages/article/improving-group-dynamics.htm
Take notes and discuss in small group.
Research the following roles that can realise in a group:

 Initiator

 Clarifier

 Dominator

 Degrader

 Distractor

 Supporter

 Gate Keeper

Leading virtual meetings

The global pandemic of COVID-19 has taught us many things, but in relation to business and the
way we interact with the world, it’s taught us to rethink the way we use resources and that many
things can be done virtually that we didn’t think possible before. Artists are sharing their music
online (even playing with band members and singers in different houses), training and fitness
professionals are sharing workouts online, and business meetings are being conducted online.

Activity: Watch

Tripp Crosby: Conference Call in Real Life. This clip shows a video conference as it
would happen if everyone was actually in the room.
Video: https://www.youtube.com/watch?v=z_tiqlBFjbk (03:25)

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Activity: Research and discuss

Define the following, in terms of conducting a meeting and list the advantages and
disadvantages of each:

 synchronous meetings

 asynchronous meetings

Activity: Research and discuss

Virtual meetings using collaboration software is generally used when participants are
dispersed over a large geographic area.

 Research on the Internet for software being used today and register for a trial.

 Investigate the features of the software and provide a summary of it to present

to class.

 Discuss software you have used and ways you kept in touch during the global
pandemic.

Activity: Practice

In pairs, practice using the meeting software and holding an engaging, well
organised and effective meeting. You can meet with a friend or classmate online
about any topic you choose.

Activity: Practical

This role-play requires preparation and attendance of a meeting from both the
trainer/assessor and students.

 Prepare for a meeting to be held in either the classroom, or online.

 You will be the attendees and will also be able to practice being the chair.

 The class should be divided into small groups of three or four.

 Timings would be approximately one day for preparation and one day for
meetings and follow up.

Instructions for Students:

1. Prepare an Agenda:

 Identify the participants for a meeting;

 State a date, time and venue;

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 List the items for the agenda; each participant is to have at least one matter
to address.

 Send the agenda via email to all participants to invite them to the meeting

2. Prepare a Meeting Preparation Statement that identifies:

 The way the room should be appropriately laid out, with the right equipment
stated

 Catering arrangements

 A list of protocols that participants should follow (consider the video

conference participants in particular)

 How a chair would manage any conflicts arising in the meeting

3. Attend a meeting

 Each group should conduct their meeting in front of the rest of the class.

 Each student should take notes to use for minutes for at least one meeting.

4. Minutes

 Type up the minutes taken for the meeting attended from your notes.

 You are to check your own work and then swap your minutes with another
student and practice checking minutes of another student. You should
check that the minutes are an accurate representation of the meeting
(based also on the notes provided) and that there are no spelling or
grammatical errors. Notes can be made on each document with a pen and
then handed back to the student who prepared the minutes.

You should submit:

 An Agenda

 A Meeting Preparation Statement

 Minutes

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