Running an Effective Teleconference: Tips and Techniques

Common problems in teleconference calls include excessive background noise, which can be distracting; interruptions by multiple participants; and speakers speaking without introduction, which confuses the listener. Have you ever experienced these problems? Poor facilitating is another cause of teleconference woes; a good facilitator should be able to deal smoothly with participants who interrupt or hog the line.

Participants need to know how to use teleconference technology so that a conference call can be a pleasant experience for all, yet still professionally conducted. As people register to participate, quickly send an email with detailed guidelines and logistical information for the teleconference number and pass code, and also include the date, time and time zone. Include information on technical support in case of technical difficulties. Be sure to let the participants know the implications of answering their second line while on the conference call and instructions on how to disable their call waiting service so that the call won't get interrupted.

Once you have made participants aware of conference call etiquette, you want to eloquently handle issues as they happen on a conference call. Even if you've sent out an email in advance, at the beginning of the call, take time to reiterate important points of teleconference etiquette.

For example, "I'd like to highlight a few tips about teleconference etiquette from the email I sent you. Here are some conference call etiquette tips that will make our call as enjoyable as possible for everyone. First, make sure you are in a quiet room, with no dogs, children or adults to distract you. If you do need to speak with someone, please ensure you have pressed the mute button on your telephone, or you can mute yourself on the conference call by pressing *6, and at anytime you want to interact with us on the call, just press *6 again to be able to speak. If you start speaking and I don't acknowledge you, then you'll know you are still on mute and we can't hear you.

For ease of identification and to avoid confusing participants, state your name before you speak - for example, 'This is Steve'. Keep your statements brief and to the point - 'During this call, I will be seeking comments and input from each of you. Please be ready to give me your ideas at any time. It would be helpful if we could all focus on the issues for the duration of the call, so please give me your full attention."

In the end, please remember to give time to everyone in the teleconference to have their say. Some people often need more time to respond before saying anything. It's okay to have silent gaps on our call. Do you need any more clarification on conference call etiquettes or have some questions regarding the same?

That's an example of what the meeting facilitator might say; then you need to graciously enforce those guidelines throughout the call. If you are hearing background noise, pause and say something like, 'We're getting a lot of background noise. It sounds like someone is in the kitchen making dinner. Can you fix some for me?" Yes, it's okay to have a bit of fun! Or if a dog barks, you can say, 'It sounds like Fido agrees!"

One difficult situation which often occurs in teleconferencing is an aggressively talkative caller, who can make others feel uncomfortable. Handling this situation with flair is important, as disgruntled participants are less likely to continue with the call. Moreover, your reputation as a professional can be damaged by a teleconference perceived to have been a bad experience.