Facilitating Business Process Improvement in a Virtual Setting

At Highlands, we have helped dozens of clients improve their business processes through facilitated meetings, in person. With stay-at-home orders, we knew we had to adapt to a fully digital setting. Here are three of our many lessons learned:

  1. Choose the platform wisely. There is a plethora of virtual meeting platforms available: WebEx, MS Teams, Zoom, Skype, among others. Each platform has its advantages and disadvantages. Consider the structure of your meetings, the needs and comfort of your participants, and the IT challenges each platform poses.
  2. Practice is crucial. Many virtual meeting platforms provide free training and/or YouTube tutorials. Turn on your camera, speaker, and online tools, then practice. Once you get it right, practice until you can’t get it wrong!
  3. Help everyone adjust. Meeting participants may be reticent to use the platform. Develop a quick reference guide. Encourage them to join a few minutes early. Identify an IT contact in advance who can troubleshoot issues.

Ultimately, the success of any facilitated meeting – in person or online – is about engaging all participants with empathy and a little humor, then focusing on their valuable input.