COURSE LEARNING PACKETS TEMPLATE Document Code FM-STL-013

Saint Louis University Revision No. 01

School of Teacher Education and Liberal Arts Effectivity June 07, 2021
Page 1 of 5

Telephone and Online Conversations

Explain
GOING PRO WITH PHONE CONVERSATIONS AND VIDEO
CONFERENCING
https://courses.lumenlearning.com/wmopen-
organizationalbehavior/chapter/communicating-with-technology/

According to the online course “Business Communication Skills for

Managers” by Lumen, there are rules of etiquette for voice, video, and screen-sharing
interactions for telephone and online conversations. Some are specific to the
technology you are using, but for the most part, there’s a simple set of guidelines that
should see you through any interaction involving technology. Technology can also
generate strong emotion in people: fear, frustration, fascination. In this unit, you will
learn how to calm the emotion and refocus people on the work at hand.

There are, of course, also considerations about the technology itself: Which
platform or application do you choose? How do you use it? How do you make sure
the conversation goes smoothly and productively for all involved?

A. Telephone Conversations
The factors to consider in deciding what method to use for an audio-only
conversation or telephone conversation can be thought of in terms of Three Cs: Clarity
of the line, Cost (especially if you are calling internationally), and Comfort in the security
of the call, especially if the information is sensitive.
✧ 5 Stages of a Telephone Call

1. Openings and Greetings

In a one-on-one call, you can simply exchange greetings as you would

with a friend. In a group call, the call host generally establishes who’s on
the line and greets each person as they dial in. If the call is unusually large,
the host might do a roll call to be sure everyone has dialed in.

2. Establishing Expectations

This is called the “feedforward” section. In this part of the call, you
establish two key points: the timing of the call and the topics to be

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 COURSE LEARNING PACKETS TEMPLATE Document Code FM-STL-013
Saint Louis University Revision No. 01
School of Teacher Education and Liberal Arts Effectivity June 07, 2021
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covered. It sounds simple, but it’s easy to forget, and it can lead to
frustration if expectations are different among the people on the call.

For example:
CHARISSE: This call is scheduled to last until 11:00. What I’d like to
do is to let Lori and Michael tell us what they learned at their store visits.
Michael will go first and tell us what he learned about merchandising
and then Lori will discuss operations. I’d like to save Q&A for the end so
that both of them can get through everything they have to say.

3. Content, Conversation, Business

In this part of the call, the work gets done. This is the part of the call people
prepare for.

4. Wrap-up, Next Steps, and Feedback

Once the business has been conducted, the final task is to recap the
conversation and set next steps, if there are any. This is pretty much the
same for both one-on-one and group conversations. In a group call, it’s
especially important for the call leader to make sure she’s left time for this
stage. It shouldn’t be rushed or feel like an afterthought.

5. Closing
This is where you say good-bye and thank you just as you would in a
personal conversation.

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 COURSE LEARNING PACKETS TEMPLATE Document Code FM-STL-013
Saint Louis University Revision No. 01
School of Teacher Education and Liberal Arts Effectivity June 07, 2021
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Degrees of Active Listening During Telephone Conversations

No matter what means of communication you are using, this is one of your most
important guidelines.

https://lh3.googleusercontent.com/zkTUkbppnDQYd-
gcA3PZkY4MjqsGl37mLng_JBfnZ9tG7tzhbapTiLoxbsIGbf3H2y6XkeM=s99

B. Videoconferencing
(https://biz.libretexts.org/Courses/Folsom_Lake_College/BUS_310:_Business_Communications_(
Buch)/03:_Business_Messages_Technology_and_Social_Media/3.03:_Communicating_Through
_Technology/3.3.13:_Using_Video_in_Business)

Videoconferencing is a technology that allows users in different locations to hold

face-to-face meetings without having to move to a single location together.
Videoconferencing is beneficial in the following situations:
✔ A team or committee is meeting for the first time and can’t meet in person. Your
new team members will be much easier to remember and differentiate if you can
put faces to their names.

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 COURSE LEARNING PACKETS TEMPLATE Document Code FM-STL-013
Saint Louis University Revision No. 01
School of Teacher Education and Liberal Arts Effectivity June 07, 2021
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✔ The issue at hand is emotional or sensitive, for example, discussing layoffs,

discussing employee reviews, conveying, and discussing bad news, and
conveying and discussing especially good news. Reading each other’s expressions
will be helpful in getting through the most difficult parts or celebrating the happy
ones.
✔ There are team members who tend to dominate the conversation. Seeing others’
faces can have the effect of toning that team member down without a leader or
host having to say anything.
✔ Your team tends to talk over one another on audio calls. Because on a video call,
everyone can see each other’s faces, it’s easier to read the signals when someone
is not finished speaking or is about to start. This can minimize interruptions.
✔ Products, demonstrations, or locations have to be shown and video files or still
pictures are insufficient or unavailable.

The following illustration shows the flow of the Videoconference for optimal use of time,
which is why it is important to have an atmosphere of collaboration and productivity. For
a good conversation flow, begin answering the questions in the innermost circle and make
your way out.

https://lh3.googleusercontent.com/0Xwn_HG1kAGGfwa6SQCrY_IEtDXaxXuO1-
5ZgGl7IY17jedqh46wsJXF809sLUiZnjsj=s113

✧ The Do’s and Don’ts of Video Conferencing by ABC News

A. Do’S
a) Test your hardware and internet connection beforehand

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 COURSE LEARNING PACKETS TEMPLATE Document Code FM-STL-013
Saint Louis University Revision No. 01
School of Teacher Education and Liberal Arts Effectivity June 07, 2021
Page 5 of 5

b) Blur or change your background

c) Know when to video conference and when to use IM
d) Find a quiet, private space or use a white noise machine
B. Don’ts
a) Don’t talk over each other. Use chat function to ask questions.
b) Don’t keep your mic on if you’re not speaking
c) Don’t let yourself get distracted during the meeting. You might be
tempted to work on other tasks during the video meeting. If possible, try not to do
that and just focus on the meeting at hand and being present with your co-
workers.
d) Don’t look sloppy: Dress for your audience

✧ VIDEO RESOURCES:
■ Conference Call Etiquette For Those Who Work From Home by Forbes
◆ https://www.youtube.com/watch?v=F-9Xk-qY4uQ

■ How To Look Good on Video Calls | Zoom FaceTime Skype

◆ https://www.youtube.com/watch?v=ACNGhPKnmok

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means, electronic, mechanical, photocopying, recording, or otherwise of any part of this document, without the prior written permission of SLU, is strictly prohibited. 5