Have you ever experienced a level of background noise in a teleconference call that prevented your enjoyment of the call? Or have you participated in a call where other participants were continually talking over each other and you were unaware of their names? Perhaps you were unable to answer a facilitator's question because, rather than managing the call properly, he allowed the same people to jump in repeatedly and not stop talking.
Participants need to know how to use teleconference technology so that a conference call can be a pleasant experience for all, yet still professionally conducted. As people register to participate, quickly send an email with detailed guidelines and logistical information for the teleconference number and pass code, and also include the date, time and time zone. Include information on technical support in case of technical difficulties. Be sure to let the participants know the implications of answering their second line while on the conference call and instructions on how to disable their call waiting service so that the call won't get interrupted.
Once you have made participants aware of conference call etiquette, you want to eloquently handle issues as they happen on a conference call. Even if you've sent out an email in advance, at the beginning of the call, take time to reiterate important points of teleconference etiquette.
An example of such a statement would be as follows: "To reiterate a few points about etiquette from the email that I sent you earlier, please make sure that you are in a room free from any kind of distractions. Hit the mute button on your phone if you must speak privately with someone who is not in this conference call, or press *6 to mute yourself on the conference call. If you do the latter, hit *6 again to un-mute yourself. If I don't acknowledge you when you start talking, you are still muted and cannot be heard."
A teleconference is an interactive call. Callers should be prepared to participate at any time. As the meeting facilitator I will ask you for your ideas, as well as any pertinent questions during the teleconference. When answering, please tell everyone your name, then your comment or question as briefly and to the point as possible. You will only get out of this teleconference what you put into it, so please, refrain from multitasking."
Lastly, remember to allow time for everyone to share their opinions, as some people need more time to reflect on their response before speaking. It's okay for there to be gaps of silence on our call. Does anyone have any questions or need any clarification on anything to do with conference call etiquette?"
The meeting facilitator might say that or something similar. Those guidelines should then be enforced tactfully for the call's duration. If there is obvious noise in the background, pause and inject a comment such as, "We're picking up a good bit of background noise. It sounds like someone is cooking dinner. There's not enough for me, is there?" A little fun is certainly permissible! If a dog is barking, for example, you might say, "Sparky seems to approve!"
Occasionally, one person will dominate a call, and if you do not respond tactfully, your professional reputation might suffer, and other parties might want to end their participation. Keep in mind that you only get one chance to make a first impression. And while this adage is accurate enough in a situation that involves face to face contact, it could prove even more viable in a virtual environment. Without body language to interpret, unhappy teleconference colleagues can stop participating, or even hang up, damaging your relationship with them.
