How to Run a Conference Call

In the post on the telephone as an SA tool, I talked about the need for some sort of conference call service. But having a tool is not enough – you have to know how to use it.

Announce Yourself

“Hi, who just joined?” is the most annoying part of every conference call. If the system does not announce who has joined, wait for a break in the conversation and introduce yourself. You have been asked to join because we need you – this is your chance to be a superhero, so don’t be shy!

The Ring Leader

This circus is going to need a ring leader. If you join a call that is going nowhere because no one is driving, you should step up and lead. Find out what is wrong, who is working the issue, and what has been done to this point. A conference call full of introverts may just need gentle direction to find the solution. Remember that you can lead from any position – I have been both the ring leader of the call AND the lowest paid person attending.

Have an Agenda

No, I don’t mean written on paper and passed around. But your call will fail if people are chasing the wrong problem. Be clear about the issue you are trying to solve and keep track of who has helped. You need everyone to stay on target, and you need to be able to update and thank them (and their bosses) when it’s all over.

When in Doubt, Have Them Join

If you think a person may be helpful, ask them to join the call. If you were wrong, a quick “Thank you anyway” will keep you on track and let them go quickly. Too many conference calls have gone on for hours because “I didn’t want to bother” the person who had the knowledge for the quick fix.

If You Are Not Part of the Solution, Hang Up

I knew a VP who would join a call and ask for a quick update. Then he’d listen for a few minutes. If we were all going around in circles, he would ask for a role-call and ask each one of us if we really had anything to contribute. If you answered “No” or started stammering, he would thank you for your time and ask you to hang up. Once we were back down to a core group, it never took long to find the solution. Don’t stay on a call just for status, or due to peer pressure. Contribute or bow out.