During our People and Customer Headlines section, our leaders frequently start explaining the background of a headline in detail and discussing solutions, which derails our reporting flow. How do we draw the line between a headline and an issue?

Question

Tyler Smith · Accepted Answer

The People and Customer Headlines section is strictly for reporting good or bad news about your staff or clients. It is a quick exchange of information, not a discussion. A healthy headline section should take less than five minutes. The rule is simple: a headline is a statement of fact, usually under ten words. For example, a customer is unhappy with our delivery time, or a developer resigned today. If a headline requires discussion, it must be dropped to the Issues List immediately. When a leader shares a headline and then begins to explain why it happened or what they plan to do about it, the facilitator must step in. Interruption is the key tool here. The facilitator should say, that sounds like an issue, let us drop it to the list. Do not let them explain further. If the leader argues that it is just a quick update, hold the line. Quick updates almost always turn into ten-minute discussions. By moving the topic to the Issues List, you preserve the integrity of your reporting section. You will get to discuss it fully during the IDS portion of the meeting, where it can be properly prioritized against your other issues.