Conference Call Etiquette

Conference Call Etiquette

Andy Shuttle – UKI Global Delivery CoE, IBM

© 2012 IBM Corporation

Global Business Services
Introduction

Communicating effectively with a globally-located team is one of the
hottest topics we deal with in the Centre of Excellence – especially
when it comes to Conference Calls.

Here are 11 simple things you can do to help make conference calls
with your teams more effective. They also work well with more local
team calling in on conference lines too.

If you have questions or comments, please feel free to get in touch.

2 © 2012 IBM Corporation

1. All conference calls need a leader

• Conference calls are always better when there
is a clearly identified leader / moderator,
someone who can direct responses and ask
questions.
• Usually the person who sends out the
invitations will control the agenda and the
guest list, and manage the call. If this is not
the case, the call leader should be clearly
identified in the invite and agenda
• Introductions are key and it’s the leader’s job
to keep everyone in the loop.


2. Distribute an agenda in advance of the call

• Make sure all call participants know exactly
what’s expected of them, and what will be
covered and decided during the call to
maximize the time available.
• Assigning roles ahead of time so people know
what agenda points they’re responsible for.
• Don’t neglect the tech.
– If you’re the call leader, be familiar with the
technology — especially if you’re recording the call or
using a moderator provided by the call company.
• Be mindful of time differences if it is an
international call and factor this into the
planning stage to ensure people know the
correct start times.


3. Send the dial-in number, pass code, and instructions

• To make sure everyone has what they need to
get on the line, make sure you include any
access details:
– when you announce the call
– when you send out the agenda
– and the day of the call


4. Limit or eliminate background noise – as a caller

• Newsflash - if you’re not muted, others can
hear you eating, burping, tearing paper,
and yelling at your kids or pets.
• Remember, the mute button is your
friend… if you know how to use it properly.
– Make sure the mute is REALLY on before you
make any off-line comments
• Don’t mute the call on hold if you have a
background music service, because then
everyone else will be subjected to your
hold music.
• Don’t forget to turn off any computer or
cell phone tones that may ring out mid-
call.


5. Limit or eliminate background noise – as an on-site participant

• The same rules apply for participants in the
conference room on the other end.
• If you’re whispering amongst yourselves, we can all
hear you.
• Turn off your mobile or put it on vibrate and don’t
answer it until you’re out of the room.
• If the conference call is headquartered in a high-
traffic area, close the door.
• You also shouldn’t tap or bang on the table that’s
holding the phone/conference speaker or the phone
or speaker itself?
– Sliding papers and books around can be heard too.


6. Identify yourself when you’re speaking

• Whether there’s one person on the
phone or a dozen, everyone on site and
conferencing in should say who they
are when commenting.
• Speakers should err on the side of over-
identifying themselves.
– If I can’t see you, I have no idea who’s talking
– That means that I can’t follow up with you
later on questions.
– It’s also just good manners.


7. Provide verbal cues

• Get comfortable with the fact that you’ll
be talking in front of a group without
receiving any visual cues or feedback.
• It’s not unusual to feel out of your comfort
zone on a conference call, but learn to
manage your fears.
• Learn to use your voice and not your eyes.
This is no place to be shy and retiring. If
you want a response, ask for it.


8. Speak loudly and clearly

• Speakerphones may be handy when it
comes to allowing you to take notes, but
if the speaker is across the room from
where you’re sitting, no one can hear you
when you try to comment.
• The farther you are away from the
conference device, the louder you need to
be for others to hear you.


9. If you don’t have anything to add, don’t add anything

• When the leader / moderator asks,
“Any more comment / questions /
problems / whatever?” don’t say a
word unless you actually have
something meaningful to add to the
conversation.
• Avoid saying things just to make your
presence felt


10. End the call on time

• There is no excuse for not sticking to the time
you told everyone to allot.
• Also, see the previous slide. It will cut the
time down.
• Use the agenda to keep track of time and
manage the call


11. Close with clear next steps

• The only thing worse than a never-ending
conference call is a never-ending conference
call that doesn’t go anywhere when it’s over.
• Assuming that you had the call for a specific
reason and stated what that reason was and
what the call was to accomplish (see point 3),
there should be something else happening
now that the call is over.
• Make sure everyone knows what that is,
whether it’s summarizing notes, meeting in
smaller groups, or beginning / continuing
work on whatever the project may be.


Contact Details

Andy Shuttle – GD Consultant, Global Delivery Centre of Excellence, IBM UK
– andyshuttle@uk.ibm.com
– Twitter: @AndyShuttleUK
– Facebook: http://www.facebook.com/andy.shuttle
– Blog: http://andyshuttle.blogspot.co.uk/


Conference Call Etiquette

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