456

M
in PL
in E
g
pu
rp
os
es
Student Workbook
BSBADM405 Organise meetings
N
ot
fo
rt
ra
SA
1st Edition 2015
Part of a suite of support materials for the
BSB Business Services Training Package
Acknowledgement
Innovation and Business Industry Skills Council (IBSA) would like to acknowledge
Impact Training and Development Solutions for their assistance with the development
of the resource for BSBADM405B.
BSBADM405B writer: Joanna Hull
BSBADM405B industry reviewer: Michelle Walker
Revised by IBSA for BSBADM405 (2015)
Copyright and Trade Mark Statement
2015 Innovation and Business Industry Skills Council Ltd
M
in PL
in E
g
pu
rp
os
es
All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be
reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical,
photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills
Council Ltd (IBSA).
Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests
should be addressed to the Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC
3002 or email sales@ibsa.org.au.
Innovation and Business Skills Australia, IBSA and the IBSA logo are trademarks of IBSA.
Disclaimer
Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and
the original developer do not warrant that any licensing or registration requirements specified in this document are
either complete or up-to-date for your State or Territory or that the information contained in this document is error-free
or fit for any particular purpose. To the extent permitted by law, IBSA and the original developer do not accept any
liability for any damage or loss (including loss of profits, loss of revenue, indirect and consequential loss) incurred by any
person as a result of relying on the information contained in this document.
ra
SA
The information is provided on the basis that all persons accessing the information contained in this document undertake
responsibility for assessing the relevance and accuracy of its content. If this information appears online, no responsibility
is taken for any information or services which may appear on any linked websites, or other linked information sources,
that are not controlled by IBSA. Use of versions of this document made available online or in other electronic formats is
subject to the applicable terms of use.
rt
To the extent permitted by law, all implied terms are excluded from the arrangement under which this document is
purchased from IBSA, and, if any term or condition that cannot lawfully be excluded is implied by law into, or deemed to
apply to, that arrangement, then the liability of IBSA, and the purchasers sole remedy, for a breach of the term or condition
is limited, at IBSAs option, to any one of the following, as applicable:
if the breach relates to goods: (i) repairing; (ii) replacing; or (iii) paying the cost of repairing or replacing, the goods;
or
(b)
if the breach relates to services: (i) re-supplying; or (ii) paying the cost of re-supplying, the services.
N
ot
fo
(a)
Published by: Innovation and Business

Industry Skills Council Ltd
Level 11
176 Wellington Pde
East Melbourne VIC 3002
Phone: +61 3 9815 7000
Fax: +61 3 9815 7001
Email: reception@ibsa.org.au
www.ibsa.org.au
ISBN: 978-1-925328-43-1
Stock code: BSBADM4051W
First published: June 2015

1st edition version: 1
Release date: June 2015
Table of Contents
Getting Started ....................................................................................................................1
Features of the training program .................................................................................1
Structure of the training program ................................................................................1
Recommended reading ................................................................................................2
Introduction .........................................................................................................................3
About this unit ...............................................................................................................3
Section 1 Make Meeting Arrangements .........................................................................4
What skills will you need? ............................................................................................5
M
in PL
in E
g
pu
rp
os
es
Types of meetings .........................................................................................................5

Legal or ethical requirements ......................................................................................7
Meeting and participant requirements..................................................................... 10

Making meeting arrangements................................................................................. 11
Advising participants of meeting details .................................................................. 16
Section summary ....................................................................................................... 16
Further reading .......................................................................................................... 16
Section checklist ........................................................................................................ 16
Section 2 Prepare Meeting Documentation ................................................................ 17
SA
What skills will you need? ......................................................................................... 17

Meeting documents ................................................................................................... 18
Accuracy of documentation ....................................................................................... 22
ra
Distributing documents ............................................................................................. 23

Section summary ....................................................................................................... 24
rt
Further reading .......................................................................................................... 24
fo

Section 3 Produce Meeting Minutes ........................................................................... 25
N
ot
What skills will you need? ......................................................................................... 25

Taking notes ............................................................................................................... 26
Producing minutes ..................................................................................................... 31
Approval of meeting minutes .................................................................................... 32
Distribution of meeting minutes ............................................................................... 33
Section summary ....................................................................................................... 34
Further reading .......................................................................................................... 34
Glossary ............................................................................................................................ 35
Appendices ....................................................................................................................... 36
Appendix 1: Meeting Agenda .................................................................................... 36
Appendix 2: Common spelling errors........................................................................ 37

Appendix 3: Abbreviations ......................................................................................... 38
Appendix 4: Meeting minutes template 1 ................................................................ 39
Appendix 5: Meeting minutes template 2 ................................................................ 41
N
ot
fo
rt
ra
SA
M
in PL
in E
g
pu
rp
os
es
Appendix 6: Answers to select learning activities .................................................... 43
Student Workbook
Getting Started
Getting Started
Features of the training program
The key features of this program are:
Student Workbook self-paced learning activities to help you to understand key
concepts and terms. The Student Workbook is broken down into several sections.
Facilitator-led sessions challenging and interesting learning activities that can be
completed in the classroom or by distance learning to help you consolidate and

apply what you have learned in the Student Workbook.
M
in PL
in E
g
pu
rp
os
es
Assessment Tasks summative assessments where you can apply your new skills
and knowledge to solve authentic workplace tasks and problems.
Structure of the training program
This training program introduces you to the performance outcomes, skills and knowledge
required to organise meetings, including making arrangements, liaising with participants,
and developing and distributing meeting-related documentation. Specifically, you will
develop the skills and knowledge in the following topic areas:
1. Introduction
SA
2. Make meeting arrangements
3. Prepare meeting documentation
ra
4. Produce meeting minutes.
rt
Note: the Student Workbook sections and Session numbers are listed next to the topics
above.
N
ot
fo
Your facilitator may choose to combine or split sessions. For example, in some cases, this
Training Program may be delivered in 2 or 3 sessions; in others, as many as 7 to 8
sessions. Those learners currently in the Workplace may proceed faster than those who
are not.
Innovation & Business Skills Australia has licensed the use of over 200 video vignettes
from the Channel 9 television program, Your Business Success. The videos have been
carefully selected and embedded into relevant learning and assessment resources in
order to assist education providers and students in the learning process.
Each video is accompanied by a learning activity. Videos can be found on IBSAs YouTube
channel at <http://www.youtube.com/ibsachannel>.


Page 1 of 43
Getting Started
Student Workbook
Recommended reading
Some recommended reading for this unit includes:
Burns, R. 2002, Making Meetings Happen, Allen & Unwin, Australia.
Leigh, J. 2002, Organising and Participating in Meetings, Oxford University Press,
Oxford.
Puregger, M. 1998, The Australian Guide to Chairing Meetings, University of
Queensland Press, Queensland.

Walsh, F. 1995, The Meetings Manual, Australian Government Publishing Service,
Canberra
M
in PL
in E
g
pu
rp
os
es
Please note that any URLs contained in the recommended reading, learning content and
learning activities of this publication were checked for currency during the production
process. Note, however, IBSA cannot vouch for the ongoing currency of URLs.
N
ot
fo
rt
ra
SA
Every endeavour has been made to provide a full reference for all web links. Where URLs
are not current we recommend using the reference information provided to search for the
source in your chosen search engine.

Page 2 of 43

Student Workbook
Introduction
Introduction
About this unit
This unit describes the performance outcomes, skills and knowledge required to organise
meetings including:
Making arrangements
Liaising with participants
Developing and distributing meeting related documentation.
N
ot
fo
rt
ra
SA
M
in PL
in E
g
pu
rp
os
es
It applies to individuals that are employed in a range of work environments which

organise a variety of meetings. They may provide administrative support within an
enterprise, or have responsibility for these tasks in the context of a particular team,
workgroup or project.


Page 3 of 43
Section 1 Make Meeting Arrangements
Student Workbook

This section is about making the necessary arrangements for a meeting to occur. It covers
types of meetings, any legal and ethical requirements, arranging the meeting and inviting
participants.
Scenario: Computers to You
Belinda is employed as an Administration Assistant to the Marketing Manager at
Computers to You. She has been asked to organise a meeting for all of the
department managers to brief them on a new computer hardware and software product
the company is going to launch next month.
M
in PL
in E
g
pu
rp
os
es
The information that Belinda currently has is as follows:
She knows that there are 14 department managers in the business but she is unsure
who else is required to attend the meeting.
She knows that the Marketing Manager is busy and has limited time, so she prepares a
list of all the information she requires and then asks the Marketing Manager if she can
meet with her briefly to obtain all the information she needs to arrange the meeting.
She has identified that she requires the following information:
date
meeting host
meeting speakers
agenda
ra
duration
SA
time
rt
internal attendees additional to the 14 department managers
fo
external attendees
location preferences
N
ot
seating arrangements theatre style, table and chairs

pre-reading materials for attendees
documentation requirements for the meeting
equipment required for the meeting (e.g. data projector, microphone)
catering.
Belinda meets with the Marketing Manager and is happy that she has all of the
information she needs to arrange the meeting. The Marketing Manager is impressed by
Belindas planning and organising skills, as she had thought about all the details on
Belindas list and was pleased Belinda had brought them to her attention.

Page 4 of 43

Student Workbook
What skills will you need?

In order to work effectively as an Administration Assistant, you must be able to:
identify the type of meeting and its purpose
identify and comply with any legal or ethical requirements
identify requirements of the meeting and participants
make meeting arrangements in accordance with the requirements of the meeting
M
in PL
in E
g
pu
rp
os
es
advise participants of meeting details.
Types of meetings
When you are asked to arrange a meeting one of the first things that you need to do is
identify what type of meeting it is and how the meeting is to be conducted.
There are many different types of meetings that you could be asked to arrange. These
include:
general meetings:
SA
Staff team meetings are usually held weekly to discuss topics that are
relevant to team members. It is also an opportunity to discuss project
progress and any concerns that team members are experiencing.
ra
Client meetings are usually held between a representative of the company

and the client. They are held to get information from the customer about
improvements that the company can make, as well as to let the client know
that they are respected and their needs are being attended to.
fo
rt
Vendor meetings are usually held between management and a company

that is supplying goods or service.
N
ot
Annual General Meeting (AGM) is a meeting that is held by an organisation

on an annual basis, to inform staff members, shareholders and the public of
previous and future activities.
Board meetings are held with the Chief Executive Officer (CEO) and the
board of directors to discuss the future direction of a company.
conferences are meetings that are held on a large scale. Conferences bring
together many people to discuss a particular subject.

public meetings - are conducted if there is a specific purpose that needs open
discussion and information sharing.

Meetings can be conducted:
face-to-face
by teleconference


Page 5 of 43
Student Workbook
by video conference
online.
Typically the larger the meeting the more formal it is likely to be.
Learning activity: Types of meetings
List below some of the meetings that you have attended and how the meeting was
conducted.
How was the meeting conducted?
ra
SA
M
in PL
in E
g
pu
rp
os
es
Meeting type
N
ot
fo
rt
How did the style and format of these meetings differ from one another?

Page 6 of 43

Student Workbook
Learning activity: Austrade export awards

Watch the video BSBADM405B: Austrade export awards on IBSAs YouTube channel
at <http://www.youtube.com/ibsachannel>.
Answers to the questions are in Appendix 6.
M
in PL
in E
g
pu
rp
os
es
What kind of meeting do you think this is?
What needs to be organised for this kind of meeting to be successful?
SA
Legal or ethical requirements
rt
Codes of practice
ra
Depending on the type of organisation and the type of meeting there may be legal or
ethical requirements that need to be considered.
fo
Codes of practice are developed by the organisation and detail the meeting procedures
for a particular organisation such as frequency of meetings, attendance requirements and
standards of behaviour.
N
ot
They also include any legislative or regulative requirements applicable to that particular
organisation.
Legislation
Legislation relating to companies or associations can stipulate some meeting

requirements. Company meetings are regulated by the various Companies Acts and by
the companys Articles of Association (a company-specific document developed in
agreement with shareholders which includes meeting procedures).
This legislation regulates the way in which public meetings are conducted, including how
shareholders are notified of the meeting and what will be covered. Companies that are
subject to this legislation must ensure that the relevant staff are aware of the companys
obligations.


Page 7 of 43
Student Workbook
Other examples of legislation that governs the way in which meetings are conducted are:
Workplace
Legislation
Anti-discrimination
Equal Opportunity
Harassment
Occupational Health and Safety
industrial legislation
The above must be considered when arranging meetings.
M
in PL
in E
g
pu
rp
os
es
Even if a meeting is being conducted outside of normal

working hours and not on company premises, workplace
legislation still applies.
Government Acts
and Regulations
the Local Government Act 1993 and
the Local Government General Regulation 2005
These detail the requirements of local government bodies,

such as councils, with regards to meetings.
Requirements for public meetings
SA
Public meetings are conducted if there is a specific purpose that needs open discussion
and information shared. For example if the local council wants to build a new
kindergarten within your local area, the council will hold a meeting asking the local
community to attend and share any ideas or concerns.
If you are going to organise a public meeting, you need to ensure the following:
ra
The meeting is properly noticed, i.e. the public is advised of the meeting in
rt
accordance with requirements of any legislation. This may include placing a notice
in the newspaper a set number of days prior to the meeting.
fo
The meeting is open to the public, i.e. no member of the public is excluded from
N
ot
attending, either directly (e.g. particular groups or individuals are told they cannot
attend) or indirectly (e.g. the meeting location is inaccessible for particular
individuals such as people in a wheelchair).
Thorough minutes are taken at the meeting and are made available to the public
afterwards.
Learning activity: Codes of practice

Use the internet search codes of meeting practice and choose one example. Read
through the code of practice and write a short summary of what is covered.

Page 8 of 43

N
ot
fo
rt
ra
SA
M
in PL
in E
g
pu
rp
os
es
Student Workbook


Page 9 of 43
Student Workbook
Meeting and participant requirements

Identifying meeting requirements
When you are responsible for organising meetings, it is important that you fully
understand the meeting requirements. The information that you need to know includes:
date
time
duration
meeting structure (e.g. formal or informal)
meeting host
meeting speakers
agenda
M
in PL
in E
g
pu
rp
os
es
meeting purpose
number of participants (internal and external)

participant names (internal and external)
participant contact details (internal and external)

special needs of participants
location preferences
SA
seating arrangements (e.g. theatre style, table and chairs)

pre-reading materials for attendees
ra
documentation requirements for the meeting
equipment required for the meeting (e.g. projector, microphone, whiteboard)
rt
teleconferencing or videoconferencing requirements and equipment
fo
catering.
N
ot
The use of a questionnaire can be one way to help you in determining these
requirements. When you are asked to organise a meeting you can use this questionnaire
to identify what information you have and what information you need to find out in order
to organise the meeting.
You will need to obtain this information from the person who has requested that you
organise this meeting, you could do this by speaking with them in person or on the
telephone, or by emailing them and asking them for the missing information.

Page 10 of 43

Student Workbook
Learning Activity: Meeting requirements questionnaire

Using the bullet points above, prepare a questionnaire to gather information on
meeting requirements.
Present the questionnaire to your facilitator to check that you have all of the
information required to organise the meeting.
Useful tips for identifying meeting requirements

Develop a meeting requirements questionnaire that details all
of the points above; when you are asked to organise a meeting
you can provide the questionnaire to the person making the
request and ask them to complete it.
Where to store the

questionnaire
If your organisation has an intranet, you could have the

questionnaire stored there with instructions.
M
in PL
in E
g
pu
rp
os
es
Meeting
Requirements
If people need a meeting organised they can complete the

questionnaire and send it to you or to the person responsible
for organising the meeting.
SA
Making meeting arrangements
rt
ra
It is important that once you have identified all of the meeting requirements that you
arrange the meeting according to these requirements. If one of the requirements cannot
be met you must advise the requester as soon as possible to identify alternative
arrangements with regards to that particular requirement. For example, if the requested
room cannot be booked, but another room is available then you must contact the person
that has requested the meeting and advise them of the situation.
fo
Scheduling the date and time
N
ot
The type of meeting and the number of required attendees usually determines the
complexity of the scheduling of the date and time for the meeting. When scheduling large
conferences the date and time is usually more determined by the availability of the venue
rather than the participants.
Scheduling smaller meetings, for example with five to ten people who must attend, can be
quite challenging because you need to work within multiple schedules to find a date and
time that will work for everyone. You may often need to negotiate with attendees or their
assistants to find a suitable date and time for a meeting.
An effective work schedule defines:
what the goal is
what resources are needed
what tasks need to be completed
when the goal will be achieved.


Page 11 of 43
Student Workbook
Goals
Are your most important areas of responsibility; what you want to

achieve.
Tasks
Are the steps you need to complete in order to achieve your goals.
Resources
Are the tools you need to achieve a result. They may include people,
technology and materials needed to complete a task.
Timelines
Clearly identify deadlines for completion.
The following is an example of a work plan and schedule.
M
in PL
in E
g
pu
rp
os
es
Example: Work plan and schedule

Goals
Tasks
Resources needed
Timelines
What do you want

to achieve?
How will you

achieve this?
What will help me

get there?
When do I need to
achieve this by?
Improve time taken

to respond to
emails.
Read emails
frequently; every 15
minutes.
Access to email
from smartphone.
To be completed
within two weeks.
SA
Create a frequently
asked questions
response sheet.
Collect and
organise customer
complaint
information.
ra
Monthly report on
customer
complaints.
Frequently asked
questions statistics.
Customer
complaint
information.
N
ot
fo
rt
Last months
Identify key areas of report.
complaint.
Discussion with
customer service
Compare data to
manager.
previous month.
To be completed
three days before
the end of the
month.
Learning activity: Developing a work plan and schedule

Think of two goals you might set in your everyday life, such as cleaning the
house, organising a birthday party, or writing an article for a newsletter.
Complete a work schedule for these goals in the table below.

Page 12 of 43

Student Workbook
Tasks
Resources needed
Timelines
What do you want

to achieve?
How will you

achieve this?
What will help me

get there?
When do I need to
achieve this by?
SA
Venue
M
in PL
in E
g
pu
rp
os
es
Goals
ra
When booking a venue for a meeting it is important that you are sure the venue provides
for all of the meeting requirements. It is often good practice to visit the venue prior to
booking to ensure it meets your requirements.
fo
rt
Most venues will provide you with documentation confirming the arrangements. You need
to ensure that you read this document thoroughly and that it accurately details your
requirements.
N
ot
Learning activity: Identifying venues

Using the internet, search for two venues that have meeting and conference room
facilities. What information can you obtain about these facilities through their websites
that you believe would be useful when organising meetings?
Venue 1:


Page 13 of 43
Student Workbook
Venue 2:
Catering
When making catering arrangements for a meeting you must:
M
in PL
in E
g
pu
rp
os
es
Consider the amount of time allocated to the break. For example, if the agenda
provides for a 15 minute morning tea break then a simple snack of tea and coffee
and biscuits or slice is appropriate, as participants will have enough time to
consume this in the time designated.
Determine any participant dietary requirements for example:
peanut allergies
Coeliac disease (gluten-free)

vegetarian.
You must ensure that when you send out invitations to meetings where meals are
SA
provided that you request that participants advise of any special dietary
requirements.
Know your budget. You need to ensure that you have determined how much money
ra
you have to spend on catering before you make arrangements. Catering is often an
area where budgets are over-spent.
rt
Obtain documentation from your catering provider and check that the details are
correct. Details you should be looking for are:
fo
the correct number of people are being catered for
N
ot
all dietary requirements have been recorded and catered for the date and
times for the food to be delivered and served are correct
the price is within the allocated budget.
Equipment
Once you have determined the equipment requirements for the meeting you need to
ensure that this equipment is ready and working at the time of the meeting.
You should organise someone to set up and test the equipment before the meeting
starts.
When booking equipment for meetings you should be very mindful of the cost of this
equipment. You need to make sure you have factored these costs into your budget.

Page 14 of 43

Student Workbook
Learning activity: Equipment
N
ot
fo
rt
ra
SA
M
in PL
in E
g
pu
rp
os
es
What could be some of the problems you might encounter if you did not organise for
someone to set up and check equipment is in correct operating order?
Meeting documentation
Depending on the type of meeting, you may be required to prepare documentation. This
requirement will vary depending on the type of meeting.
For example, large conferences often require substantial amounts of documentation to
be produced and distributed to participants. Smaller meetings may require only minimal,
if any, documentation.
You need to ensure you understand if the documentation is to be distributed in hard or
soft copy, and if the documentation is to be distributed prior to, or at, the meeting.

Page 15 of 43
Student Workbook
Advising participants of meeting details

Once you have determined all of the meeting requirements and made the arrangements
for the meeting to occur you need to advise the participants of the details of the meeting.
Often participants are advised of the meeting details through a meeting invitation sent
through Microsoft Outlook. Participants can also be advised by sending a formal notice of
meeting, the meeting agenda and other supporting materials. In the next section we will
be covering these meeting documents.
Section summary
Further reading
M
in PL
in E
g
pu
rp
os
es
You should now understand how to arrange meetings ensuring that all the meeting
requirements have been met. This includes identifying and booking venues, making
arrangements for catering, equipment and documentation.
Leigh, J. 2002, Organising and Participating in Meetings, Oxford University Press,
Oxford.
Puregger, M. 1998, The Australian Guide to Chairing Meetings, University of
SA
Queensland Press, Queensland.
Section checklist
ra
Before you proceed to the next section, make sure that you are able to:
rt
identify the type of meeting and its purpose
fo
identify and comply with any legal or ethical requirements
N
ot
identify requirements of meeting and participants

make meeting arrangements in accordance with requirements of meeting
advise participants of meeting details.

Page 16 of 43


456

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

456

Transféré par

Droits d'auteur :

Formats disponibles

M

BSBADM405 Organise meetings

1st Edition 2015

Part of a suite of support materials for the

BSB Business Services Training Package

Published by: Innovation and Business

First published: June 2015

Types of meetings .........................................................................................................5

Meeting and participant requirements..................................................................... 10

What skills will you need? ......................................................................................... 17

Distributing documents ............................................................................................. 23

Further reading .......................................................................................................... 24

Section checklist ........................................................................................................ 24

What skills will you need? ......................................................................................... 25

Appendix 2: Common spelling errors........................................................................ 37

Appendix 6: Answers to select learning activities .................................................... 43

completed in the classroom or by distance learning to help you consolidate and

and knowledge to solve authentic workplace tasks and problems.

Structure of the training program

2. Make meeting arrangements

3. Prepare meeting documentation

4. Produce meeting minutes.

BSBADM405 Organise meetings

1st edition version: 1

Queensland Press, Queensland.

1st edition version: 1

BSBADM405 Organise meetings

It applies to individuals that are employed in a range of work environments which

BSBADM405 Organise meetings

1st edition version: 1

Section 1 Make Meeting Arrangements

Section 1 Make Meeting Arrangements

The information that Belinda currently has is as follows:

internal attendees additional to the 14 department managers

seating arrangements theatre style, table and chairs

1st edition version: 1

BSBADM405 Organise meetings

Section 1 Make Meeting Arrangements

What skills will you need?

advise participants of meeting details.

Client meetings are usually held between a representative of the company

Vendor meetings are usually held between management and a company

Annual General Meeting (AGM) is a meeting that is held by an organisation

together many people to discuss a particular subject.

discussion and information sharing.

BSBADM405 Organise meetings

1st edition version: 1

Section 1 Make Meeting Arrangements

1st edition version: 1

BSBADM405 Organise meetings

Section 1 Make Meeting Arrangements

Learning activity: Austrade export awards

What kind of meeting do you think this is?

What needs to be organised for this kind of meeting to be successful?

Legal or ethical requirements

Legislation relating to companies or associations can stipulate some meeting

BSBADM405 Organise meetings

1st edition version: 1

Section 1 Make Meeting Arrangements

Occupational Health and Safety

The above must be considered when arranging meetings.

Even if a meeting is being conducted outside of normal

the Local Government Act 1993 and

the Local Government General Regulation 2005