Conference call etiquette


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Conference call etiquette

  1. 1. 11 Welcome to the Conference Call Etiquette Workshop
  2. 2. 22 Objective By the end of the session, you will understand: The purpose of Conference Calls Basics of Conference Calls Rules of Conference Calls Do’s & Don'ts of Conference Calls
  3. 3. 33 What is a Conference Call? A telephone call where more than one parties is involved at different locations, to discuss/resolve issues
  4. 4. 44 Why a Conference Call?  To overcome geographical barriers  To discuss/resolve an issue which cannot be done in an email  More than one party is involved
  5. 5. 55 Purpose of Conference Calls  Share successes and challenges  Plan strategies to make improvements  Share learning  Get support  Discuss new ideas  Periodic updates
  6. 6. 66 Conference Calls  Who should attend  A Leader  All the relevant people with a ‘need to know’ from:  Client’s Team  Own Team  What to expect  Be prepared to report on progress, including tasks you have completed and what is pending  Questions & Answers
  7. 7. 77 Rules of Conference Call Etiquette  There must be a clear leader/moderator of the call  There must be an agenda  Keep the group as small as possible  Practice impeccable phone etiquette  Make sure you have a good connection
  8. 8. 88 Prepare for the Conference Call  Distribute a clear agenda in advance of the call and stick to it  Send the dial-in number, pass code, and instructions multiple times  Have a pen-paper handy  Take notes – they help you summarize the action points  Set these ground rules and the beginning of the call
  9. 9. 99 Beginning the Conference Call  Start the meeting absolutely on time  Get each caller to say hello and introduce themselves  Discuss the agenda  Treat the conference call as if it were a meeting
  10. 10. 1010 Conference-Call Etiquette  Please keep background noise to a minimum  Mute your speakerphone when you are not speaking  Speak close to the speakerphone or use a handset  Always identify yourself before speaking
  11. 11. 1111 Conference-Call Etiquette  Speak one at a time and avoid interrupting  In case of a verbal collision, stop – apologize – let the other person finish  Please do not call from a car or cell phone  Limit paper shuffling  DO NOT use HOLD (background music)
  12. 12. 1212 Ending the Conference Call  Always thank the participants for their time and contribution  Summarize the action items  End the call on time  Close with clear next steps
  13. 13. 1313 DO’s & DON’T’s DO’s DON’T’s Speak loudly and clearly Don’t use cell phones or phones that pick up background noise Ask for input by using a person’s name Don’t assume everyone recognizes your voice Do learn to use the mute button Don’t allow the topic to wander Do get comfortable with the fact you will be talking in front of a group and receiving no visual cues or feedback Don’t shuffle papers; scrape chairs, pencil tap, hum or other distracting, noisy activities Do use the right phone in a quiet, undisturbed room If you don’t have anything to add, don’t add anything Do make use of guest speakers Don’t leave the conference on MUTE and go for short breaks