Amid this troubling time of a global pandemic when team calls are being made from home, learn the 3 P’s of a successful team call. We may not remember what day of the week it actually is, but we should at least remember that everyone plays a role in these meetings.
Leader’s Role:
· Set the stage to make participants feel comfortable. Acknowledge that the home work environment can be awkward and imperfect. Confirm that unintended interruptions from family, pets, or deliveries are understandable during the call. Introduce a note of levity, and ask the callers to share one fun object on their desk or a recent experience about working from home that made them smile. The Morning Brew (my new favorite, witty news source!) shared this one-liner which brought a smile: “When I was just on a conference call, my dog barked and everyone else’s dog on the call barked back!”
· Send out an agenda early with expectations, decisions needed, and their respective timelines. Regularly redirect the team back to the agenda to stay on point. Consider creating a live, shareable agenda that can be updated in real time as progress is made (or not made). Remember to document accountability and keep progress updated on the live agenda so that promises are kept and those who could not attend stay informed.
· Remind participants about the importance of the button and be patient in giving participants time to turn off their mute buttons when speaking. Callers should be reminded that the mute button should not be used as a crutch to not participate and contribute value.
· Conference calls are sometimes riddled with two extremes:
1) Overly enthusiastic talkers who dominate and lack keen listening skills, and
2) Callers who are too quiet and do not contribute value simply trying to check the box.
It is the responsibility of the leader to navigate these extremes. The leader should solicit input of reserved callers and gently remind the dominant talkers to not talk over others and blurt out random thoughts. If necessary, create an “It’s my turn” signal that callers can relay to the leader electronically when they would like to contribute next.
· There are no dumb questions. Leaders should never embarrass their team members by calling them out publicly.
Leaders, routinely ask throughout the call:
“How can I help make this uncertain time easier for you? How can I help you accomplish that task or reach that goal?”
Participant’s Role:
· Be prompt. Call in a few minutes before the start time. In advance of the call, write down the call-in information with PIN number so that you are not fumbling to locate it at the time of the call.
· Stay focused and do not multi-task. Show professional courtesy to your team by staying present and attentive during the call.
· A team call is not a spectator's sport. Speak up and contribute value. Ask thoughtful questions. Share ideas. Praise others and underscore accomplishments of team members. Offer your help.
· Remember that interrupting others when speaking is viewed as having undeveloped people skills. Be considerate and let others finish their thoughts. Self-restraint and timing are key.
· Introduce yourself each time you speak. Don’t assume your voice is recognizable by all.
· During this crisis, there is much value lost as experienced employees cannot teach younger talent in person. The experienced professionals need to share their wisdom and ideas by keeping a running tally of helpful suggestions to share on the team call.
· If you must leave the call early, announce this at the start and then depart quietly when the time comes.
Everyone’s Role:
Remember the 3 P’s of a successful team call: Positivity, Patience, and Presence.
Avoid inappropriately texting behind the backs of callers as a reaction to something that is said during the call. Gossip has no place during these crisis times where everyone is trying to stay positive. “If you don’t have anything nice to say, then don’t say anything at all.”
Overuse the word, thank you, and praise the efforts of your team members. In times of uncertainty, expressing gratitude and a kind word move the needle towards keeping morale high and productivity strong.
In today’s face of staggering uncertainty, the ones who are nimble, adaptable, and flexible are the ones who will bubble up to the top as the winners in this unsettling landscape.
“Yesterday I was clever, so I wanted to change the world. Today I am wise, so I am changing myself.”
~ Anonymous
Cheers to being your finest virtual selves and to excellence with modern business etiquette!