Effectively managing multiple participants in a conference call

We all know the benefits of co-located teams and face-to-face communication.  It’s a given (to me anyway) that all other things being equal, communicating in-person rather than over the phone is much more productive. But that does not mean that it’s always an option.  Sometimes it is simply necessary to communicate via phone and, hopefully, web conferences.  And given the alternative of email, phone conversations provide significant benefits, provided they are facilitated appropriately. Over the years, I’ve developed a few habits that I believe help create more productive phone and web conferencing meetings, especially where requirements are involved.

This post is part of a blogosphere series to collaborate with those that “bridge the gap” on bridger tools, techniques, and tips.

One of the challenges with phone conversation is that participants don’t get a lot of feedback about what’s happening after they speak. Being a writer and a note-taker and a head-nodder and a brow-furrowed thinker, a lot of my feedback is non-verbal and this doesn’t translate very well over the phone. To compensate, I really focus on on talking through what I’m thinking or doing. For example, I’ll update a document or take notes on the screen.  When this isn’t possible, I say things like, “that’s a really good point, let me write that down” or “I’m being quiet because I’m making a detailed note of what you just said.”  Externalizing your non-verbal responses can help build trust and keep conversations flowing.

Another challenge is when phone participants cannot all hear one another.   This can happen deliberately (i.e. side conversations) or as a result of inadequate telecommunications equipment.  Don’t underestimate the negative impact frequent side conversations can have on a team and, conversely, the positive impact of facilitating an environment of open communication. Side conversations send the signal that you are sharing something you don’t want others to hear. It’s the adult equivalent of whispering in class.

I often find myself being the conduit for side conversations, summarizing the results for those on the phone, asking for the same if I’m the one who can’t hear, or simply asking people to speak up.   You can do this in a positive way by emphasizing the perspective of those on the other side of the line. A statement like “you know, I think so and so in the other office might have an opinion on that or might benefit from hearing what you have to say” communicates that the other person’s ability to hear is just as important as everyone who has the benefit of being in the room.

I’ve also seen some success with asking every participant, whether in the same office or not, call-in to the conference line.  This can be especially helpful when there is a dominant office from a numbers perspective and it’s difficult for the microphone to pick up everyone’s voices.  This also creates a level playing-field and necessitates open communication.

So there are a few tips.  What have you found communicate effectively over the phone?

By Laura Brandenburg. Laura Brandenburg is an independent business analyst consultant. She is passionate about the BA profession and is committed to contributing by supporting this blog as a forum for business analysts to build on each other's experiences. View more blog posts by Laura Brandenburg

Related posts:

1. The multiple perspectives of a Current Capabilities Assessment
2. Managing business analysts for success: 4 questions to ask and answer
3. 10 ways to discover what the problem really is