Leadership

10 ways to make sure your conference calls aren't a waste of time

The downturn in travel budgets has sparked an increase in the number of conference calls among those collaborating across distributed environments. Unfortunately, a lot of those calls are poorly handled, by both leaders and participants. These pointers will help keep your calls on track.

The downturn in travel budgets has sparked an increase in the number of conference calls among those collaborating across distributed environments. Unfortunately, a lot of those calls are poorly handled, by both leaders and participants. These pointers will help keep your calls on track.


Given the distributed nature of our offices, and our need to stay in touch with each other, we all hold regular conference calls with our colleagues and peers. I have seen examples of really effective calls, as well as the opposite: dire calls that leave you feeling demotivated and annoyed and generally make you feel like you have wasted your time.

The content of either of these types of calls is not in question here, but rather what we can all do to make our conference calls as effective as possible, both as leaders and as participants.

Note: This article is also available as a PDF download.

If you are leading a call:

1: Make sure you are clearly identified as the leader

Conference calls with too many leaders (or worse, no clear leader) can quickly descend into a mess. One person should be welcoming participants, moving the meeting along, and ensuring that the meeting ends on time. Under normal circumstances, whoever sets up the call is the leader, although that may not always be the case. The leader can also carry out a roll call at the start of the meeting to identify all of the callers.

2: Be prepared

Send out the call details to all participants in plenty of time. In addition, establishing a clear agenda helps your participants prepare for the call accordingly.

3: Start the call on time, but...

Be aware that some people may have difficulties connecting to the conference bridge, especially in the case of international callers. Use the first few minutes of the call for small talk and ice breaking, but be clear about when you are starting the call.

4: Control the call

Sometimes, the conversation can go off track or even get out of hand. Try and recognise when this might be happening and request that the topic be taken up offline. This is imperative if you wish to finish the call on time.

If you're participating in a call:

5: Join on time

Don't join late and expect the topic you were interested in be covered again. If you come in late, wait for a suitable break in the conversation and announce that you have joined the call --although normally the call leader will ask who has joined.

6: Focus!

Focus on the call. Don't read emails, surf the internet or carry out other jobs. If you can, move to a separate room or area to take the call, away from your desk. When this isn't possible (e.g., for those working in front-line help desk situations), inform the call leader. Where possible, swap with a colleague to cover for you.

7: Mute

Whenever you aren't talking, mute your phone. This will reduce background noise interference (as well as some loud breathing). Just don't forget to come off mute when you try to talk!

8: Announce yourself

Remember that a conference call is not like a regular meeting; people can't see who is talking, and voices often sound different over the phone, especially on speaker phones. This is particularly important early in the call, if it is the first time you have spoken or if a large number of people are on the call. A simple, "This is Jack..." will suffice.

9: Don't sidetrack

Sidetracking a conversation (or "hijacking" it) is strictly forbidden, as well as rude. If you wish to talk at length on a topic, make sure it is on the agenda or schedule other discussions accordingly. If you feel it is pertinent to follow a particular conversation thread that is outside of the boundaries of the call, ask permission from the call leader.

10: Participate

Poor conference calls are often the result of poor participation. The call is often your opportunity to raise topics of interest or concern, so be prepared to speak openly and clearly. When the call leader asks for a response, silence is both confusing and disempowering. Speak up and state your agreement (or otherwise); remember, a nodding head does not work over the phone.

Good calls, bad calls

What tricks have you used to make your conference calls more successful? Have you sat through any calls that went completely off the rails? Join the discussion and share your experiences with other members.


Thom Langford is a senior manager at a leading international global services company. He is a Chartered IT Professional of the British Computer Society with more than 15 years of experience in the IT industry. Thom has worked in a number of roles, including professional services consultancy, IT management, service and support, and IT project management. He is currently focusing on information and operational security and governance.
7 comments
derekball614
derekball614

I really wanted to post a simple remark so as to express gratitude to you for those awesome ideas you are giving out at this website. My considerable internet look up has at the end of the day been paid with reputable points to write about with my classmates and friends. I would assert that many of us readers are very much endowed to exist in a perfect website with so many marvellous professionals with insightful concepts. I feel pretty grateful to have encountered the web page and look forward to many more entertaining minutes reading here. Thanks once again for a lot of things. Regards, Mike Piters CEO @ Hgh Supplements

DavidHarrisLH
DavidHarrisLH

The absence of visible feedback from members is very significant. It helps greatly if all the participants know each other well and can be prompted to communicate verbally what they are thinking and what would normally be visible via body language. But this needs discipline to prevent the call disintegrating. Videoconferencing is big bonus here - at a cost, of course

michael_mccloskey
michael_mccloskey

Don't... I repeat, DON'T ever put the call on Hold! We don't want to listen to your elevator music and hte host at the same time.

pjroutledge
pjroutledge

Some conference calls actually turn out to be monologues from the person who initiates the 'conference'. This is not necessarily inappropriate, eg when presenting material rather than seeking participation. I'm suggesting that in these cases it could be appropriate and efficient to record the monologue and presentation in a 'vidcast' (is that the term for a video podcast?), make it available centrally to the relevant people, and then hold a brief meeting to discuss it, respond to questions, etc later. The advantages should be obvious, (watch/listen when it suits you, keep a permanent record, polish and refine it before publishing it, etc) and there are plenty of examples of this kind of thing on the net. But within my company it certainly doesn't happen. Cheers, Peter

tlangford
tlangford

You are absolutely right. More inexperienced members of the team may struggle to communicate effectively on a conference call because they can't "raise their hand" or interpret the mood of a call suitably from just verbal cues (for instance), and the call can easily be dominated by others. Of course this is where the experience of the call moderator or owner should come into play, inviting responses, promoting a feeling of openness and encouraging greater participation from all participants.

Refurbished
Refurbished

Actually, if the presentation can be done as a conference call, the 'vidcast' might be more than is needed. An e-mail or Word document might be sufficient. It may also be more useful than either a conference call or a 'vidcast' if any of the material needs to be referred to later.

tlangford
tlangford

I agree with you, it all depends on the purpose of the call; information dissemination, collation of updates from multiple locations or even just good old team building for instance. Once you understand the purpose of the call, the running of it should be adapted accordingly. I have seen the "vidcast" used to great effect in my company, but it was always a backup option for those that absolutely could not attend the live meeting. However, I have also attended voice conferences that were billed as "team events" to get the group together, and one person monologues all the way through, losing peoples interest in minutes, and ultimately wasting everybodies time. Understand your audience and the purpose to get the most out of these calls. Thanks for posting! Thom