Etiquette 101-Conference Calls

For the Reader’s Information: We will be using our initials for these conversations we have so, Lynne Brown (LB) and James Latour (JL). (LB) Have you been on a conference call lately? Did you go away wondering what just happened? That’s not an uncommon reaction to the experience of conference calls. I used to work with an organization that had a regional Board and so the use of conference calls was pretty standard for Board meetings. The first few calls were awful. We did get better and that’s when these rules were adopted.

1. If you are the host, call in about 5 minutes early. This will reassure the early bird callers that they are in the right place. It will also give you time to resolve a glitch if there is one. (JL) I was taught that it is always better to wait for someone else than for them to wait for you. It is honouring and shows professional courtesy. If you show that you are not willing to be late, you show that you value the other people you are working with.
2. As Chair/Facilitator, identify who is present in the room for those calling in. Request those calling in to identify themselves. (JL) I know that Lynne would mean this for smaller groups. But many coaches are using conference calling as seminars. So identifying each person may not be possible. So it may only be appropriate to identify the leaders of the call in this situation.
3. Request that people identify themselves each time they speak. This is particularly important for people with hearing loss issues. (JL) This is also important if there is someone taking the minutes. It also shouldn’t be assumed that everyone will recognize the voice of the speaker.
4. Be sure that everyone gets equal time in the discussion. Remember those who are calling in. Writing the names down and referring to it will help with that.
5. If you are taking a vote, do it by voice not a show of hands. Seems obvious but habits are strong.
6. Much of what we say is conveyed by our facial expression and body language, so listen carefully for the tone of what is being said by those calling in. (JL) As was already expressed in our Social Media Series too many assumptions can be made with a simple sentence. This doesn’t only occur with writing (Social Media). This also occurs with phone calls/conference calls. So if you are in doubt ASK..do not ASSUME. Remember what ASSUME is. You make an A$$ of U amp; Me. Avoid this.
7. All of this works better if you invest in the technology and have a conference phone, not just everyone gathered around a speaker phone. (JL) Many cell phones and their plans have conference calling as a paid or included package feature. I can call person A and put them on hold; call person B and bring back person A. This is a good way of working too. There are so many excellent and economical (not cheap) products out there that we really do not have to gather around the phone anymore. You can Google and find many providers, software (Skype, Google, GoToMeeting, and more) and hardware manufactured by most teleconferencing/telephone companies. Costs of software and hardware vary as do their usage plans. The best way to see what will suit your needs is to ask someone you know who uses conference calling about their experience with their product.

James Latour is the owner & coach of JLP Solutions & writer on Life's Roller Coaster. James has over 25 years of experience working with the profit & not-for-profit sectors in project management, human resources, fundraising & volunteerism & industry – related consulting. He's known for his team approach & follow through. If you are looking for an enthusiastic coach/consultant who walks the walk & talks the talk, you’ve found him. James has turned his passion, writing, into a blog & is using his talent in more direct ways.

Lynne Brown is the owner and coach of Orca Coaching & Consulting. Lynne Brown has been a coach and mentor for the last 30 years. She has a passion for working with people by empowering them to achieve their dreams and set realistic and attainable goals. Lynne has high energy as well as a positive and empathetic approach. Lynne is a firm believer that one of the purposes in life is to have fun and she incorporates that into her coaching and consulting.

Etiquette 101-Conference Calls