If you are speaking as part of a conference call, you have to remember that it isn't just a phone call. It is business! You cannot talk the way you'd talk to a friend or relative on the phone.
Act as if the audience can see you
Have you ever been advised to smile when answering the telephone? The person on the other end cannot see you, but they can sense the friendliness of your tone and smiling will help you convey warmth. The same thought applies to public speaking over the phone. If you are slouching, this will come across in your voice. Sit up straight as if every participant can see you.
Work the room
No, you cannot actually go around the room shaking hands, but you can make everyone on the line feel welcome. When people introduce themselves, say hello or make a brief comment that adds onto what they've said.
"I'm Fran from Silver Industrial."
"Hello Fran, I've visited your company's new facility. It is state-of-the-art."
Use imagery to help participants get the picture
You won't have any charts or pie graphs to show, but you can help your audience create mental pictures.
"Industry analysts predict unstable growth in that sector—it will be kind of like riding a roller coaster."
"These variables tend to appear suddenly and the experience can be jarring—imagine yourself in a bumper car being bumped by a several other bumper cars all at once."
"If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter," Gilbert Amelio, former CEO of National Semiconductor and Apple Computer, once said.
In a Right Management Consultants survey of 133 organizations, 40% of managers and executives were found to exhibit strong leadership characteristics. However, of that 40%, fully one-third lacked the communication skills to effectively manage employees. In the business world, an effective leader needs to be a strong communicator. It is not enough to have vision; you must be able to communicate that vision to your employees.
Not surprisingly, effective communication skills topped the list of traits considered most valuable in a manager. In order of greatest importance, the following are the skills companies seek in a successful manager:
- 47% Good communication skills
- 44% Sense of vision
- 32% Honesty
- 31% Decisiveness
- 26% Favorable workplace relationships
- 23% Intelligence
- 22% Creativity
- 21% Attention to detail
When you consider the best managers that you have known how do they measure on this list. The ability to lead is tied very closely to the ability to communicate and the ability to motivate others.
Modern technology can make holding a conference call or video conference a breeze. But there's still a fair amount of work and organization involved in planning and holding an effective conference. Before you decide to invest your time (and money), you should examine your reasons for wanting to schedule a conference call or video conference. If your reason is listed below, you're on the right track.
- You need the interaction of ideas and opinions to create a plan, program or fully realized concept.
- You want to encourage a positive group dynamic or build team spirit.
- You have only a short time to build consensus or reach an agreement.
- You need to explain a complex subject or introduce a new concept or product.
You're wasting your time (and everyone else's) if your reason for holding a conference call or video conference is among the following:
- All necessary participants cannot be available at the same time.
- You or the other participants don't have time to properly prepare.
- Participants cannot be available for the time required to properly discuss and consider the issue.
- You have a simple message to deliver or question to answer.
- You are imparting information that does not require discussion or an immediate response.
If you and your staff are new to video conferencing, you might want to take a refresher course in the importance of proper body language. During a video conference, if your mouth is saying one thing but your body is saying something else, viewers are going to be confused about your message. The non-verbal cues we give and receive during a conversation can have a powerful impact on the message we take away from a meeting. It's important that your body language reinforces what you are saying during a video conference.
Here are a few tips for projecting good non-verbal cues and reading the body language of others:
- Eye contact holds the listener's attention and expresses interest, sincerity and confidence.
- Lack of eye contact implies dishonesty, furtiveness, discomfort or lack of confidence.
- Smiling when you speak focuses attention on you. People respond positively to smiling faces. Smiling also decreases tension and projects friendliness, acceptance and cooperation.
- A furrowed brow or frown indicates disagreement, tension, discomfort or confusion.
- Relaxed arms and open palms suggest honesty, acceptance and a desire to negotiate.
- Crossed arms or balled fists indicate disagreement, tension, refusal or anger.
- Leaning forward signals concentration, interest, concern, acceptance and approval.
- Leaning backward signals resistance, doubt, disinterest or dismissal.
To ensure a successful conference call, you need to create an atmosphere that encourages participation. Here's how:
- Keep an open mind. Leave your preconceptions behind and open your mind to new thoughts and ideas.
- Be friendly. Begin the conference call with a smile and a greeting.
- Respect differences. You will encounter many different personality types and personal styles. Look for the positive aspects in each and harness them to reach the group goal. Make an effort to allow every voice to be heard.
- Recognize individuals. Let individuals shine within the group. Acknowledge and seek out people with special expertise or talents to share.
- Give credit. Thank and recognize the ideas of others. Acknowledging the contributions of others fosters trust and confidence.
- Accept challenge. Accept criticism without getting defensive. If your ideas or opinions are challenged, meet that challenge with explanation, discussion and persuasion.
- Be yourself. Be sincere. There's no need to play a role or try to be what you're not. Be content to be yourself.
- Be responsive. Watch the participants for verbal and nonverbal signals and respond. Look for signs of inattention or boredom which may indicate that the meeting has gone on too long or that one person or view has become too dominant. Lack of eye content or a high-pitched voice can signal anxiety. Ask what the person is feeling and why. Use these signals to keep the group focused and on task.
The differences between men and women in and out of the workplace have filled volumes. When teleconferencing or video conferencing, it helps to understand the underlying difference in approach. As women became a more powerful force in the workplace, the differences in the way men and women communicate generated significant academic study. In the 1980s, Georgetown scholar Deborah Tannen succinctly summarized more than a decade's worth of linguistic research into what has become a widely accepted belief: Men talk to deliver information and women talk to create relationships. Tannen called these two styles of speech report talk and rapport talk.
Though oversimplified, this observation has been popularized in books such as John Gray's Men Are from Mars, Women Are from Venus to the point that it is universally accepted as the defining statement about gender and speech: Men talk to deliver information. Women talk to make friends. Or, as Rob Becker says in his funny one-man Broadway play Defending the Caveman: Men are the hunters, always focused on the target. Women are the gatherers, always seeking more information.
In the workplace, we have learned the dangers of stereotyping, but there is a kernel of truth in the general concept. Numerous scientific studies have proven that men and women do use their brains differently which often results in different thought processes and communication styles. Cultural learning exacerbates these differences. In teleconferencing or video conferencing with business colleagues, encouraging both communication styles can build consensus and lead to more creative problem solving in the pursuit of your goal.
In an interesting experiment, an American university professor divided students into two groups. Both listened to the same lecture by a native speaker of English. Each group was shown a photograph of the purported speaker. The group that was shown a photo of an obviously American speaker exhibited greater comprehension of the material than the group which believed it was listening to a non-native speaker. Both listened to exactly the same speech delivered by the same individual.
Personal assumptions, cultural bias, gender, age or racial prejudices, education preconceptions, and power hierarchies – so many factors affect the way we perceive others. Even when we speak the same language, these biases can affect the way we hear and understand each other. In communicating with foreign customers or colleagues in a teleconference, the effort must be made to set aside our cultural differences to understand each other. Often cultural references and idioms get in the way of clear communication and repetitive efforts must be made to arrive at a shared understanding. Video conferencing can present additional challenges where body language and gestures common in one culture may give unanticipated offense in another.
Many companies that regularly do business in foreign countries have implemented cultural advisor services to assist their employees in putting the company's best foot forward. If your company does not offer such a service, you can find many country-specific websites that provide helpful advice on bridging the cultural gap by entering a search for foreign customs + business meeting. Proper advance preparation will ensure a smoother, more productive teleconference or video conference with your foreign counterparts.
So you've scheduled a teleconference—great! Now you want to make sure that it is successful and meets your goals.
Here are some ways you can ensure a successful teleconference:
Send out reminders:
Of course you have the teleconference on your calendar, but what about everyone else?
Even if they have written it down, they could get caught up with something and not pay attention to the time. A reminder will jog participants' memory and is a great way to maximize attendance. You can actually send out two reminders—one the week before and another a few hours before.
Watch the clock:
Don't let any participant drone on (and don't drone on and on yourself either). Only the featured speaker should speak at length. If you find that someone is making long-winded comments or trying to push their own agenda, don't be afraid to steer the teleconference back to the main topic. Make notes of hot topics for future teleconferences.
Have a well-timed agenda:
Just as you don't want one person to go on and on, you also don't want to spend too much time on one issue. On the flip side, you don't want to jump from topic to topic at a speed that will leave the participants dizzy. Be aware that a teleconference should not be exhaustive. They should be informative, but every aspect of a topic cannot be covered. Decide just what information you want participants to leave with after they hang up.
The great thing about conference calls is that they can be recorded for future use. An audio, video, or web conference is not a one-time only event.
You can make previous conferences available to your staff as a teaching/learning tool. If someone was out the day of the conference they can still catch up by listening to/viewing it.
And you can also make them available to customers to inform them and market your products and services. You can create a library of past conferences and make it available on your website.
These conferences can also be mined to data. No one can remember all that took place during a teleconference and if you were the one moderating the conference you’ll remember even less than others. So go back, listen, and take notes that you can use in the future.
Your Marketing and PR departments can also use these conferences for sound bites and media-friendly quotes that can populate press releases, brochures, and other marketing materials. Just be sure the clear it with the individual you want to quote. If they work for your organization, this probably won’t be a problem. If they are from outside, you may even want to ask them to sign a release beforehand and then just let them know later what quotes you’ve decided to use.