Focused Business Action

First time on a conference call? Don’t worry. This page will explain everything you need to know and you’ll be a pro in no time.

Before the call…

• Turn off ringers on other phones/fax machines in your office if at all possible.
• Minimize background noise and interruptions – Please turn off the ringer on any other phone line in your vicinity. If you will be taking notes via a computer keyboard that could be heard by others, be sure you are muted. Please put Fido, Muffin and Ripper in another room.
• Prepaid calling card – if using, make sure you have ample minutes. Any warnings such as “you have one minute left” will most likely be heard by the other callers, plus you will have to disconnect and reconnect if you run out of time.
• Call on time – At the call time, call the conference line number, not before. Someone else might be using the same line.
• Disconnect call waiting – If you have call waiting, disconnect it before calling. For most local phone companies, you disable call-waiting by picking up the phone, waiting for the dial tone, dialing *70 (that’s star seven zero), waiting for the dial tone again, and then dialing the conference line number.

During the call…

• When you call in, everyone on the line will hear a beep and you may hear others on the line. We’ll know someone joined, but we won’t know it’s you. Wait to be greeted before introducing yourself. When one of the leaders says, “Who just joined us?” feel free to say, “This is Paul in Des Moines.” Of course, you will want to substitute your name and location.
• Use your telephone’s mute button, if there is one. Background noise, the dog barking, radio, etc., could be a problem if 150 callers all aren’t using their mute buttons. If you don’t have a mute button, not to worry. Just try to call from a quiet location.
• The call leader will usually ask for callers to share or respond, throughout the call. However, please wait to be prompted – don’t just speak up, unless invited. If/when you do share, say something like, “Andy, this is Debbie from Dallas.” The call leader will say, “Yes, Debbie, go ahead.” Then you can say whatever you’d like to. Always use the call leader’s name and wait until they respond, indicating that you can proceed. Note, however, that on smaller calls this formality isn’t usually needed and there is a natural flow to people sharing and discussing.
• Identify yourself when you speak during the class so we all know who is talking: “This is Susan. I think…”.
• Go through the leader – If another caller says something that you want to comment on or ask more information about, go through the call leader, don’t speak to the person directly, at least at first. Let the leader play traffic cop. You could say something like, “Thomas, can I ask that Marlene rephrase the point she just made?” Again, on smaller calls, this isn’t as necessary, but on the large calls, it really is.
• Be positive – If you want to comment on something that another caller has said, please keep your comments extremely positive. Don’t say things like: “I disagree with Bob.” or “I take exception to that….” or “That’s incorrect.” Even if all of these are true! Just say what you want to say and if you want to relate it to another caller’s comment, make it positive!
• If you come in after the first few minutes, no problem, be silent until you are clear about what is going on in the call or for the leader to greet you. Just join the flow of the call. And sometimes, there won’t be introductions at all. So, wait for the lead of the call sponsor on this one. The call leader may or may not officially welcome you – but probably won’t so as not to disturb the flow of the call. That doesn’t mean you’re not welcome! Also, be really careful about asking questions, as they may well have been asked earlier.
• If you leave the call early, do not announce you are leaving. Just hang up.
• Participate in whatever way best suits you: talking and/or listening.
• Ask questions if appropriate – participation keeps the class interesting.
• Keep your comments as focused as possible. Consider that the calls mean sharing 60 minutes of time amid many people.

Other tips

• No recording – You may not audiotape the call without express permission from the leader and/or participants. First, it’s illegal unless everyone has given permission. Secondly, there is intellectual property involved. If the call is being taped you will be notified as the call begins.
• Do not call from a moving vehicle, whether or not you are the one driving.
• Please note that the conference line number is a special number and should only be called during your scheduled conference call time. It may be in use by other parties at other times.
• Heavy breathers – Some people breathe ‘heavier’ than others. And most of the heavy breathers don’t realize it. (Who, ME?) So, please hold the mouthpiece or telephone headset microphone a bit away from your mouth and nose. This sounds pretty silly, but when you’re on a call with a heavy breather, you’ll understand why it matters!
• No music on hold – Do not put the call on hold if you have music on hold. If you do, the other participants will hear your music until you return.