Technical issues derail your client meeting. How do you pivot the conversation back on track?

1 Initial Response

When faced with technical issues, your first step is to acknowledge the problem promptly and reassure everyone that it's being addressed. This sets a tone of transparency and control. Quickly assess the situation: Can it be fixed swiftly, or do you need to move to a plan B? If a quick fix is possible, buy some time by engaging the group in a relevant discussion that doesn't require technology. If not, pivot to an alternative activity that advances the meeting's goals, such as a brainstorming session or group discussion that can be conducted without the problematic technology.

2 Maintain Engagement

To keep your client engaged despite technical difficulties, shift the focus to interactive dialogue. Encourage participants to share their insights or experiences related to the meeting's topic. This not only maintains momentum but also fosters a collaborative environment. If the original agenda can't be followed due to tech issues, use this as an opportunity to dive deeper into subjects that may have been allocated less time. This helps ensure that the meeting remains productive and valuable for everyone involved.

3 Utilize Analog Methods

If technology continues to fail, don't hesitate to resort to traditional methods. Whiteboards, flip charts, or simply pen and paper can be effective tools for visualizing ideas and keeping the meeting on track. This approach can often re-energize a meeting because it involves a physical element that tech-based meetings lack. It also demonstrates your ability to adapt and your commitment to the meeting's objectives, reinforcing trust with your client.

4 Alternative Communication

In some cases, the best course of action might be to switch communication channels. If video conferencing is problematic, moving to a conference call might resolve audio issues and allow the meeting to proceed. Ensure that everyone has access to the necessary dial-in information and that all materials have been shared ahead of time so that the transition is seamless. This demonstrates your preparedness and your dedication to facilitating an effective meeting, regardless of the challenges.

5 Follow-up Actions

After addressing immediate technical issues, it's crucial to follow up with participants. Send out a summary of what was discussed, any decisions made, and the next steps. This not only keeps everyone on the same page but also shows that you value their time and contributions. If important aspects of the meeting were missed due to technical problems, schedule a follow-up session to cover these points. This demonstrates your commitment to the meeting's goals and ensures that all necessary topics are adequately addressed.

6 Continuous Improvement

Finally, use this experience as a learning opportunity. Analyze what went wrong and why, then develop a plan to prevent similar issues in future meetings. Whether it's upgrading your technology, having backup systems in place, or improving your troubleshooting skills, taking proactive steps will help you avoid future disruptions. This not only improves your facilitation skills but also builds confidence with clients who see that you're committed to continuous improvement and delivering seamless meetings.