Instructor’s Guide to accompany The Administrative Professional, 3Ce

Administrative Professional Procedures and

Skills Canadian 3rd Edition

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Chapter 13
Planning and Organizing Meetings and Other Events

LEARNING OUTCOMES
1. Describe types of business meetings and appropriate formats for various situations.
2. Describe the roles and responsibilities of the meeting leader, the administrative
professional, and participants for meetings and conferences.
3. Identify types of virtual meetings—teleconferences, video conferences, and web
conferences.
4. Plan meetings and prepare related materials.
5. Prepare agendas and minutes.

CHAPTER OVERVIEW
Productive meetings do not just happen—they require careful planning and an effort on
the part of all participants to be prepared and focused on accomplishing a particular goal.
This chapter discusses types of meetings, meeting formats (face-to-face and virtual), what

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 Instructor’s Guide to accompany The Administrative Professional, 3Ce

constitutes a necessary or unnecessary meeting, and international meetings and

conferences.

The content of this chapter is organized to present the roles and responsibilities of the
executive/meeting leader, the participants, and the administrative professional before,
during, and after the meeting. While the administrative professional can also be a meeting
leader or a meeting participant, emphasis is on the duties of the administrative assistant
when assisting the meeting leader—selecting, reserving, and preparing the meeting room;
preparing and distributing notices, agendas, and other materials; and following up with
minutes and action items after the meeting.

CHAPTER OUTLINE
Learning Outcomes........................................................................................................233
Meetings in the Workplace ..............................................................................................233
Types of Meetings............................................................................................................234
A. Informal Meetings .......................................................................................234
B. Formal Meetings .........................................................................................234
Face-to-Face Meetings .....................................................................................................234
Virtual Meetings ..............................................................................................................234
A. Teleconferences ..........................................................................................234
B. Video Conferences ......................................................................................236
C. Web Conferences ........................................................................................236
Before the Meeting—Roles and Responsibilities ............................................................237
A. The Meeting Leader’s Responsibility .........................................................237
B. The Administrative Professional’s Responsibilities ...................................239
C. The Participants’ Responsibilities...............................................................244
During the Meeting—Roles and Responsibilities............................................................244
A. The Meeting Leader’s Responsibilities ......................................................244
B. The Administrative Professional’s Responsibilities ...................................246
C. The Participants’ Responsibilities..............................................................247
After the Meeting—Roles and Responsibilities ..............................................................247
A. The Meeting Leader’s Responsibilities ......................................................247
B. The Administrative Professional’s Responsibilities ...................................248
C. The Participants’ Responsibilities...............................................................248
International Meetings .....................................................................................................249
Conferences and Other Events .........................................................................................250
A. Before the Event .........................................................................................250
B. During the Event .........................................................................................251
C. After the Event ............................................................................................251
Chapter Summary ............................................................................................................252
Key Terms ........................................................................................................................252
Responses to Self-Check..................................................................................................252
Discussion Items ..............................................................................................................253
Critical-Thinking Activity ...............................................................................................253
Building Workplace Skills ...............................................................................................253

WHAT CAN I DO IN CLASS?

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1. Invite a representative from a hotel or convention centre to discuss planning large

meetings. If you choose to assign Project 13-3 (or Optional Project 13-1) and plan to
have students base the project in or around your locale, you could provide these
details to this representative to use as background for his or her presentation.

2. Invite an officer from a local chapter of International Association of Administrative

Professionals (IAAP) to discuss planning professional meetings.

3. If possible, demonstrate workplace collaboration tools, such as a shared calendar or a

shared drop box, that the administrative professional could use when planning the
meeting, and when preparing and distributing materials to meeting participants.

4. Survey students to learn how much experience they have had with planning and/or
attending meetings. Ask them if they have observed the characteristics of a good
leader—one who made a meeting productive.

5. Plan a mock meeting. Divide the class into small but similar-size groups. Each group
should choose a leader, an administrative professional (who will take minutes), and
several participants. You could assign a topic for the meeting or leave students to
determine an appropriate topic. Allow approximately 20 minutes for the small group
“meeting” to take place and then have the students critique their group meetings and
share their critique with the rest of the class.

KEY TO DISCUSSION ITEMS

1. When is a meeting unnecessary?

Meetings are unnecessary in the following situations:

▪ Confidential or sensitive personnel matters must be addressed.
▪ There is inadequate data for the meeting.
▪ There is insufficient time to prepare for the meeting.
▪ When one-way information needs to be shared.
▪ Group members feel considerable anger or hostility toward others, with
individuals needing time to calm down before coming together.

2. Identify and describe three types of virtual meetings.

A teleconference or conference call is a meeting in which more than two individuals

at different locations attend and communicate with each other via a
telecommunications network.

A web conference consists of three types of communication. A web meeting is a

meeting where groups of people anywhere in the world connect to exchange ideas
and information via computers and an Internet or a local area network connection. In
a webinar, a presenter is able to share information and conduct question-and-answer
sessions with participants. A webcast is primarily a presentation tool; it is broadcast
simultaneously to hundreds of recipients, and can be compared to a television
broadcast, except it takes place over the Internet.

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A video conference is a meeting in which two or more people at different locations

use telecommunications technology—computers, video/web cameras, and
microphones—to participate in a virtual “face-to-face” meeting where they can see
and hear each other in real time.

3. What are the responsibilities of an administrative professional when preparing

for meetings?

The responsibilities may include the following:

▪ Selecting, reserving, and preparing the room
▪ Determining the seating arrangement
▪ Preparing and distributing meeting notices
▪ Preparing and distributing the agenda
▪ Preparing and distributing meeting materials
▪ Ordering equipment
▪ Ordering food and beverages

4. What is considered good etiquette when participating in an international

meeting?

Students may list any of the following:

▪ Greet each person properly.
▪ Do not use first names of participants.
▪ Acknowledge the leader of the groups.
▪ Remember the hierarchical nature of the international participants.
▪ Show respect for all participants—especially those in positions of authority.
▪ Disagree agreeably.
▪ Avoid gesturing with your hands.
▪ Watch your body language.
▪ Do not mistake a courteous answer for the truth.
▪ Understand the concept of time and how it differs in other cultures.

5. From the board of directors to the office staff, meetings are commonplace in
companies and other organizations. For each of the following situations, discuss
the type of meeting described and the format(s) that could be used for the
meeting.

a. The persons responsible for the overall direction of a company are meeting to
discuss long-range plans and policies.
b. A group of employees from one location are meeting to discuss the ongoing issue
of office safety.
c. A group of employees from locations around the country are meeting to write a
recommendation for a new flextime work policy for the company.
d. The manager of the human resources department is meeting with people who
work in that department to discuss the progress of work assignments.
e. Company representatives and customers from the United States, Germany, and
India are meeting to learn about new products the company will introduce next
quarter.

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f. A new flextime work policy has been approved by the Board. Employees need to
be informed.

Answers: The meeting formats may vary. Students may suggest the following for
these different types of meetings:

a. Board of Directors Meeting—face-to-face or video conference. This type of

meeting generally has bylaws and formal policies about how the meeting is to be
conducted. An agenda is usually distributed before the meeting, and Robert’s
Rules of Order are followed.
b. Committee Meeting—face-to-face. This type of meeting is a work group formed
to discuss a specific issue, such as office safety. Once the problem is solved, the
committee is disbanded.
c. Task Force Meeting—conference call, video conference, or Web conference.
d. Staff Meeting—face-to-face. This type of meeting occurs when a manager or
other executive meets with the staff to review directions, plans, or assignments, or
to handle routine issues.
e. International Customer/Client Meeting—virtual meeting such as a video
conference or Web conference.
f. A meeting is not necessary in this situation. This information is best distributed in
an email or memo or by posting on the company intranet.

ADDITIONAL DISCUSSION QUESTIONS

1. When is a meeting necessary?

A meeting is necessary when:

▪ Advice is needed from a group of people.
▪ A group needs to be involved in solving a problem or making a decision.
▪ An issue needs clarification.
▪ A group needs to receive information that may require discussion or may be
difficult or confusing.
▪ A problem exists but it is not clear exactly what the problem is or who is
responsible for dealing with it.
▪ Quick communication is necessary with a large number of people.

2. What are some disadvantages of face-to-face meetings?

▪ Travel to and from another city, province, or country can be costly, particularly if
those costs include transportation and accommodation.
▪ Productive work time is lost when travelling.
▪ A rental cost may be incurred if an appropriate meeting space is not available in-
house, or conflicts may occur when booking an in-house meeting room that is also
used for other purposes. A cost may be incurred for refreshments if the meeting is
a fairly long. Since people are freer to interact with each other, socializing can
consume a major part of the meeting time unless controlled by the chairperson.
▪ Creativity could suffer if individuals (particularly those who work together daily)
rely on their colleagues’ suggestions or solutions.

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3. What is the difference between a webinar and a webcast?

In a webinar, a presenter is able to share information and conduct question-and-

answer sessions with participants. A webinar does not, however, provide the same
level of interactive possibilities as a web meeting.

A webcast is primarily a presentation tool. A webcast is broadcast simultaneously to

hundreds of recipients. It can be compared to a television broadcast except it takes
place over the Internet. The one-way nature of this type of conferencing means that
the presenter and the audience members have little opportunity to interact.

SUGGESTED RESPONSES TO THE CRITICAL-THINKING ACTIVITY

You should approach Mr. Albertson with a draft memo (for his signature) to the Beijing
executives who have not responded. Explain to Mr. Albertson that you requested the
agenda by email on three different occasions, that you understand the hierarchical nature
of China, and that you have drafted a memo for his signature. Explain that since one
executive in the Calgary office has not responded, you have drafted another memo for
Mr. Albertson’s signature to send to this individual.

SOLUTIONS TO PROJECTS
Project 13-1 (Learning Outcomes 1, 2, 3, 4, and 5)
Collaborative Project

Students are to work in groups of three on this assignment. They are to plan to meet with
their classmates. A suggested option is to use Doodle or another electronic invitation
software to poll their classmates to determine the best time to meet. Students are to
determine how they will work together at this meeting using the team evaluation form
provided on the MindTap site.

1. The administrative professional’s responsibilities include the following tasks:

▪ Set up a folder for meeting notes.

▪ Select an appropriate room.
▪ Make the appropriate arrangements for the room.
▪ Determine the seating arrangement.
▪ Arrange for lunch on November 15 and breakfast on November 16. (Students
should include a recommended menu for both meals.)
▪ Prepare and send out the meeting notice and agenda.
▪ Prepare any materials Mr. Albertson needs.
▪ Prepare any necessary materials for the participants.
▪ Order any needed equipment.
▪ Handle duties during the meeting—greeting the attendees and checking on last-
minute details.
▪ Prepare a summary of the meeting; mail the summary to all participants.
▪ Make arrangements to have the room cleaned and equipment returned.

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2. Students are to summarize these details in a memo to you. They are to use the
memorandum form SCDP13-1, which can be found on the MindTap site, access to
which is provided with the printed access card located on the inside cover of their
textbook.

3. Students are to prepare a draft of a letter for Mr. Albertson, inviting the participants to
the first meeting, along with an agenda. The letterhead is provided file SCDP13-1a. A
possible draft of the letter and agenda that students might prepare are presented on the
following two pages. Students are to hand in a draft copy of the letter and agenda to
you; once you approve the documents, students are to prepare letters and envelopes
for the invitees. Addresses are provided in file SCDP13-1b.

4. Students are provided with a team evaluation form in file SCDP13-1c. Each student is
to complete the form and then discuss their evaluation with their team members. They
are then to prepare a team evaluation that consolidates the opinions given by each
team member. The group evaluation is to be submitted to you.

Draft Letter

Thank you for agreeing to serve on a task force designed to help our city deal with
some of our most important issues—transportation, crime, housing, and public
education. If we are to continue to be a vibrant community, one where the quality of
life is excellent, we must find innovative solutions to these issues and develop a
strategic plan for the implementation of the solutions.

Although developing this plan will be time-consuming, I believe it will be time well
spent for all of us. I am pleased you agree and are willing to give some of your
valuable time to help our community address the issues. Several metropolitan areas
have discovered that a learning community model can help them solve their
problems. This model is a participatory one in which all segments of the community
come together on an ongoing basis to consider the issues and determine how to
address them.

Our first meeting of business and non-profit leaders will be held on November 15 and
16. We will begin at noon on the 15th and continue through 11 a.m. on the 16th. The
meeting will be held in the Board Conference Room at CanAsian; a map is enclosed
for your convenience. The purpose of the meeting will be to determine a model that
will work for us in Calgary as we address our issues. Dr. Peter Sigman, who has done
work with learning communities, will join us via interactive video conference on
November 15. We will be able to ask him questions about how his model works and
get his advice for our area. A complete agenda for the meeting is enclosed.

I look forward to seeing you on November 15 and 16. Your ideas and suggestions
will be invaluable. Together we can make a difference in the quality of life in
Calgary. Please give me a call at 403-555-2347 by November 5 to let me know if you
will be in attendance.

Sincerely,
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 Instructor’s Guide to accompany The Administrative Professional, 3Ce

Martin Albertson
Vice President of Corporate Marketing and Communications

(reference initials)
Enclosure

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 Instructor’s Guide to accompany The Administrative Professional, 3Ce

Draft Agenda

COMMUNITY LEADERS’ MEETING

NOVEMBER 15 AND 16
Board Conference Room, CanAsian Airlines

AGENDA

November 15

Welcome Martin Albertson 12 noon

Introduction of Participants Martin Albertson 12 noon

Lunch

Video conference Dr. Peter Sigman 1:30 p.m.

Mission Statement Martin Albertson, Facilitator 2:30–4:00 p.m.

November 16

Breakfast 8:30 a.m.

Establishment of Goals Martin Albertson, Facilitator 9:30–11 a.m.

for Learning Community

Project 13-2 (Learning Outcome 5)

Prior to working on this project, you may wish to refer students to Project 5-4 in Chapter
5. By listening to a sound file, students have an opportunity to practise their listening,
note-taking, and summarizing skills. Students are to attend a meeting or to view one on
television or YouTube. It could be the meeting of a local organization—either a club that
students belong to at school or another organization—a governmental body, a civic
organization, or a training video. Students are to take notes of the meeting and key them
in the form of minutes. They are to submit the minutes to you.

They are also to write a short report that describes the behaviour and comments of the
meeting leader and the participants. They are also asked to evaluate the success of the
meeting and the effectiveness of the leader and the participants by using the meeting
evaluation form in Figure 13-9.

Project 13-3 (Learning Outcome 4)

In file SCDP13-3, students are provided with preliminary details for a two-day
conference to be held in Calgary during Administrative Professionals’ Week. Students
are to create a flyer that will be posted on the conference website.

It is suggested that students look at other conference websites to view the formats used
for other conferences. Students are encouraged to use graphics, different fonts, and any
other design elements they fell appropriately represent the activities. Once the flyer is
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 Instructor’s Guide to accompany The Administrative Professional, 3Ce

completed, students should submit a copy to you and place a copy in their e-portfolio if
they wish.

Note: CanAsian, the simulated office in which students work throughout the
projects is located in Calgary. To maintain consistency, this project is also
situated in Calgary, at the Coast Plaza and Conference Centre. You could suggest
to students that they access the hotel website to view the room configurations so
they have a better understanding of where the conference activities will be held.

Alternatively, you may wish to have students complete this project using a
hotel/conference centre situated in your area. The project could be expanded by
having students research a suitable venue for the conference and use actual
meeting room names on the program. You should determine and advise students
how many participants are likely to attend the conference and, on average, how
many are likely to attend the workshops so that they are able to determine an
appropriate venue.

Project 13-4 (Learning Outcome 4)

Students are asked to search for templates that can be used for creating agendas and other
meeting documents. They are instructed to download some different styles that they
believe might prove useful and place copies in their e-portfolio.

Project 13-5 (Learning Outcome 3)

Students are instructed to locate software for scheduling (Doodle), planning
(SmartSheet), and conducting meetings (WebEx, GoToMeeting or Skype for Business),
and either download a free trial version or view a demo or video that demonstrates the
features of the program. They are to discuss these features with their classmates.

OPTIONAL PROJECT
Optional Project 13-1
The project is in the Student Course Data file SCDOP13-1a. Students are to call and ask
to visit a local hotel to learn about planning meetings and conferences. Since students are
to visit hotels in teams of four, if possible, make sure each group goes to a different hotel.
Students are to talk with an individual responsible for planning conferences, and obtain
any materials the hotel has about its conference facilities and services. They are to submit
their findings to you using the memorandum form SCDOP13-1b.

ADDITIONAL RESOURCES
Students may use the Internet to search for information on teleconferencing and video
conferencing. The following book may provide some helpful tips:

Event Planning: The Ultimate Guide to Successful Meetings, Corporate Events,

Fundraising Galas, Conferences, Conventions, by Judy Allen (Wiley, 2008).

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