Have you ever experienced a level of background noise in a teleconference call that prevented your enjoyment of the call? Or have you participated in a call where other participants were continually talking over each other and you were unaware of their names? Perhaps you were unable to answer a facilitator's question because, rather than managing the call properly, he allowed the same people to jump in repeatedly and not stop talking.



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.

After everyone is aware of the etiquette that is required for a conference call, handle any issues as they arise. You should mention the rules again at the start of the call itself, to reinforce them.

An example of such a statement would be as follows: "To reiterate a few points about etiquette from the email that I sent you earlier, please make sure that you are in a room free from any kind of distractions. Hit the mute button on your phone if you must speak privately with someone who is not in this conference call, or press *6 to mute yourself on the conference call. If you do the latter, hit *6 again to un-mute yourself. If I don't acknowledge you when you start talking, you are still muted and cannot be heard."

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."

When it is time for group participation at the teleconference, prompt your callers in such a way as to direct their thoughts to a single focus. As the meeting facilitator, you might ask if any of the callers need clarity, have any questions relating to teleconference etiquette. Remember, in some instances, silence is golden. People need time to reflect on what they have learned, to gather their thoughts and to form an opinion. Further, everyone should be allowed ample time to share those same opinions and thoughts they just formed.

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 are getting a lot of background noise. It sounds like someone is in the kitchen making dinner. Does anyone have any questions or need any clarification on anything to do with conference call etiquette?"

Sometimes you'll have a person who is dominating the call. If you don't know how to handle the situation well, you could damage your professional reputation, and participants might not want to keep participating. Remember, you don't get a second chance to make a good first impression, and this is even more so in the virtual, invisible environment where people can express their displeasure by sitting back and not participating or if they have a choice, simply hanging up and never attend another of your teleconferences again.