They may not be outright crimes, but conference call gaffes — the team member who won’t stop talking or the colleague who doesn’t realize her new puppy can be heard by everyone — can negate the benefits of this otherwise efficient technology.
Joanne Blake, business etiquette expert with Style for Success in Edmonton, says there are ways to ensure that conference calls remain a useful tool and not a minefield of potential faux pas.
Here are some tips to make your next conference call a success:
> Take the lead
If you’re the one managing the conference-call meeting, make it understood by everyone that you will be leading the process.
“The leader sets the tone for success,” Blake says.
As leader, your role is to prepare a conference-call agenda and have it sent to all participants beforehand. During the call, you will be responsible for dealing with the inevitable “housekeeping” issues that come up, such as keeping the conversation on topic and dealing with unacceptable background noise.
As leader, you also should assign a minutes-taker, which helps keep things on course during the call and provides a record of the topics discussed.
> Dial in early
As with face-to-face meetings, the personal touch is still important in conference calls. That’s why it’s critical that participants try to dial in a few minutes early to engage in some small talk. Having an informal chat before getting down to business is just good manners, Blake adds, and it can result in a more productive meeting.
> Promote introductions
Each participant should introduce themselves — briefly. This is not the time to for everyone to share their full biography, Blake says: “Keep it short.”
More important, participants should identify themselves every time they speak. Voices might not be distinguishable over the phone, Blake says, making it difficult for participants and the minutes-taker to know who is talking. A good leader will gently remind participants to take these steps.
> Use your buttons
Take time to familiarize yourself with the appropriate commands before dialing in. Failure to use the “mute” button — which blocks out background noise — is the most oft-cited conference call crime, Blake says. Sounds get magnified on conference calls, so even background traffic or music can be distracting. Blake once participated in a call in which someone inadvertently pressed the “hold” button (instead of the “mute”), and everyone was forced to talk over the incessant beeping until the participant rejoined the conversation.
> Follow up
Sending a thank-you note afterwards is not only polite; it also gives the leader the opportunity to hammer home the points covered and decisions made during the call, Blake says. A simple email containing a word of thanks followed by highlights of the meeting will help seal the success of the event.