I recently attended an online course titled “handling difficult conversations” and noted it interesting that all the lessons had video examples, showing good and bad interactions. Each video was a face-to-face in-person illustration – allowing you to see how a good amount of the communication was non-verbal. Paradoxically, the course itself was delivered as a virtual class, and the video example had rather wooden actors.

I am not saying the content didn’t apply to us remote workers, but I’ve asked at more than one of these classes if something around “interacting richly over the phone” was available. Answer is always a “no, not yet” so here is my attempt at some basic advice.

• Define The Agenda – in the meeting invite ensure a clear plan for the session is defined. Keeping things on-track is important, and word the agenda clearly and without bias.
• Use Video – ensure you use a webcam/phone videocall if possible. I would say you can get back 50-75% of the non-verbal communication this way.
• Make Notes – it’s prudent to write notes as you go (or have someone take minutes), and I’ve done this as people are speaking – sharing the note taking to all – so people can see what is being captured. This ensures people agree to what was discussed and nothing gets forgotten.
• Use Illustration – nothing confirms and validates a point better than an example or a visual representation. We often need to literally ‘see’ what you mean sometimes. Everyone on a call might explain and imagine the same thing in very different ways. I know people who love to use metaphors to illustrate points, often amusingly but at the same time it ensures the point is understood.
• Reach Conclusions – state the next actions and who is assigned to do what and by when. Circulate the minutes or notes to all stakeholders. If appropriate agree the next time you will check progress as well.

While much of above is generic to online meetings, the clearer those steps are followed the richer and more productive the interactions will be.