The document outlines best practices for conference call etiquette. It discusses the purpose of conference calls, which is to overcome geographical barriers and discuss issues involving multiple parties. The key rules of conference call etiquette include having a clear leader, distributing an agenda in advance, speaking one at a time without interruptions, muting phones when not speaking, and ending on time by summarizing action items. Recommended behaviors include speaking clearly, introducing oneself, focusing on the agenda, and using a landline or headset in a quiet location.

1. 11
Welcome to the
Conference Call
Etiquette
Workshop

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. 33
What is a Conference Call?
A telephone call where more than one parties is
involved at different locations, to discuss/resolve
issues

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. 55
Purpose of Conference Calls
 Share successes and challenges
 Plan strategies to make improvements
 Share learning
 Get support
 Discuss new ideas
 Periodic updates

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. 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. 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. 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. 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. 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. 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. 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