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Welcome to the Conference Call

EtiquetteWorkshop

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Objective

By the end of the session, you will understand:

The purpose of Conference CallsBasics of Conference CallsRules of Conference CallsDo’s & Don'ts of Conference Calls

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What is a Conference Call?

A telephone call where more than one parties is involved at different locations, to discuss/resolve

issues

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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

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Purpose of Conference Calls

Share successes and challenges Plan strategies to make improvements Share learning Get support Discuss new ideas Periodic updates

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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

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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 

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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

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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

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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

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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)

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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

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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