What’s on the iPod: Incomplete and Insecure by The Avett Brothers
I’m a little behind in what I’m trying to get done this week. The website revisions are turning into more of a rewrite than I’d wanted, but I won’t keep copy that doesn’t sing, so they’re getting a bonus, like it or not. I have article interviews to line up and I have no earthly idea when I’ll have five minutes to conduct any interviews since I’m outta here for eight days starting next Wednesday. Plus the newsletter has to be finished, and I’ve yet to conduct an interview (today, I swear) and review a proposal. Again, today.
Anne asked about how to run a good phone meeting. A phone meeting is a lot like running a phone interview, but with a little more chaos inserted. But it can be done well. Here’s what I see as things you have to consider:
Your purpose. Why are you talking? What are you talking about? Who’s going to do the talking? Who’s making sure things don’t go off track? If you’re just having a phone meeting because you can and think you should, save everyone’s time and don’t.
Talking points. The two calls I attended this week worked well for this reason — there was a clearly written, shared agenda. Everyone at the meetings simply ran down the lists and we ended when we’d discussed each point.
Decisions to be made. No need for follow-up on most of the line items mentioned above as we made decisions as we went. We knew going in what decisions had to be made. That gave everyone a chance to think about it, suggest things, bring up options.
A clear end time. Don’t you hate that 30-minute call that runs 45 minutes to an hour? I’ve been known to excuse myself when that happens, especially if it’s a situation where I’m not being paid (first consultation). Watch the clock.
Derailment prevention. There are times when I’ve been stuck on the phone with “talkers.” These are people who start to address the main point, but then veer off quickly into one or more unrelated areas. These additional conversations waste time and detract from the main point, which may be forgotten if someone doesn’t intervene. It’s okay to interrupt (yes, talk right over them or you’ll never get a word in) and ask to go back to the main point. Just do so nicely, and acknowledge that the points brought up should be discussed at another time (and ask the person to email the points around to everyone — makes them feel heard and gets the points out for next time).
How many phone calls have you had to participate in (not counting webinars)? What do you see as the biggest problem with phone calls? How can you help solve that?
I have participated in many, many phone conferences. The ones that are the most frustrating are those where the participants are late or don't show up at all.
For the ones where they don't show up, I send an email about 10 minutes into the call with a "Are we still on for today's call?" in the subject line. Almost always gets a response-either reschedule…grrr…or will call in at such and such a time.
For those that are late, the clear end time you describe, Lori, still applies.
I agree it's essential to have talking points. If my client doesn't send them to me, I bullet point the talking points prior to the meeting.
Something I find very helpful is one client (whom I love!) records the calls and shoots me a copy after the call. There's something about being recorded that tends to keep people on track.
If there's someone dominating the conversation, I come up with questions that I direct to another participant.
Like I said yesterday, I don't do business by phone, except in unusual circumstances, as with my ghostwriting client, and an agent who gave me a quote for an article. We'd booked a 20 minute phone date, and we were both so organized we knocked off all the topics in 3 minutes and made plans to get together when I'm in CT next month!
Other than that, 99.9% of phone conferences are a waste of time.
While they aren't meetings with agendas, I do tons of phone interviews. Most go really well, but occasionally you get folks who veer off topic. (Every now and then they might say something that leads to a spin-off idea, but that's very rare.) Usually you can interrupt, but every so often there's a talked who cannot be talked over. Argh. That's what fast-forward is for.
I've noticed call lengths vary greatly by industry. Some people feel the need to go into minute detail and explain everything about how their entire industry works. Others just assume you know the basics and get to the point. They're my favorites!
I have about a dozen interviews to do this week and early next week for two very different articles. I already know which will be productive 15-minute calls and which I'll need to work hard to keep on schedule. I have one of each scheduled for today.
Cathy, great tips. Only one time did my asking the non-talker questions backfire. Every time I tried, the squawker talked right over him. I got maybe a sentence out of the poor guy before his colleague dominated. There comes a point when the interviewee has to grow a set too, I think!
Devon, I agree. There's such a small percentage of actually useful phone calls that I can't see the reason for many of them.
Paula, my worst interview used to be the guy who shouted louder every time I tried to tell him we were off topic (and we were off topic instantly). However, there was a guy Devon actually rescued me from a few years back. He would NOT shut up. I warned him three times I had to get off the phone, but he never heard. Devon called and I used her beeps as excuses to get my "other client call." The next time I called him, I told him I had just 15 minutes. Should have heard his voice – all dejected. "That won't be enough time." We were done in 10 minutes and it was more than enough time. It was a freaking resume job! LOL
A thousand times thank you for that derailment tip!
Kim, that's not to say it will work every time, but there are times you just HAVE to interrupt!
Thanks Lori, and so quick too.
More than people who are late, the folks that bother me the most during phone meetings are those who ramble… I think actually using a timer can help. Give everyone 3 or 5 minutes… and go from there.
Of course even worse are the late ones who ask for a summary of what happened before they got there and the folks who are willing to give it to them.
I do know how to interrupt. 😉