In today’s busy and virtual world, conference calls have become a must versus face to face meetings. I just completed a call that went 60 minutes (originally scheduled for 30 minutes) mainly because the group was not prepared.

They had not fully read the material and the leader had not set an agenda. Each of the participants (4) had their own set of questions and they spoke over one another. Poor reception was also a factor. (Two of the participants were in a car.)

• Always let the participants know if you are going to be in a car driving (which is a real no-no).

• If possible, be the only person on the call in your office.

• Always say your name before you speak.

• Always, after you speak, confirm everyone has heard you.

• Always agree to disagree.

• Always thank everyone when the call is finished.

• Always let everyone know your time constraints.

True etiquette is making the other person comfortable and allowing them to showcase their best.

Most our interactions, including final business transactions, take place on the phone. Speaking clearly and succinctly is very critical for many reasons. Your tone of voice is important in showing confidence and asking the appropriate questions.

Most importantly, you need to be heard. A good way to practice is by partnering with a colleague so you can both practice a range of voices, tones and pronunciations. Your phone voice is just as important as your visual presence.

I help clients prepare for “the interview” for a promotion or just a “look see” in some cases. Basic critical elements for the interviewee are dress, behavior (body language, facial expressions) and projecting confidence. However, the talking points and engaging the interviewer so they want to help you get promoted is just as, if not more so, important. You want to create a winning interview so you will be recommended, or at least be considered, for the next position. Also, ask probing questions. This way, for the second interview, you will be able to provide your insights on issues that are not common knowledge for the role.

The phone interview for some folks is less nerve racking than a personal talk. However, it might be harder to stay focused because you do not have a face to engage the interviewer. Keep centered by having your talking points in front of you. Make sure you are not distracted. Really listening to the tone of the voice and questions on the other end will the keep interaction strong and help you respond appropriately. 90 percent of my engagements come from conference call interviews. I always pause to give the interviewer time to respond. I also clarify by saying- this is what I hear you are saying. In addition, I always follow-up by proposing a day and time to reconnect.

There are folks in this world who like to throw you off with the “gotcha” question or comment. It comes out of the blue and the purpose is to show power. The way to protect yourself is to ask questions to help you get grounded without sounding defensive.

A gotcha moment happened to me recently and I was totally unprepared. Now, I would begin the conversation by asking the question – can you clarify this for me? This would have not only have helped me stay grounded but it would have added balance to the discussion. Putting this tool in place creates a win for you as well as a strong show of confidence.

In a recent New York Times business section, John W. Rogers Jr., Chairman, CEO & Chief Investment Officer of Ariel Investments, talks about the qualities of a good team player. One point he makes is how important being a good listener is.

In today’s busy world it is challenging to be a good listener. Practice when engaged in a conversation, especially a difficult one. Be aware of body language and word choices. Do not think ahead of the conversation. If you find your mind moving faster and jumping ahead, replay the conversation by saying: This is what I heard you say, is that right?

Also, if you are unsure about the intent of what is being said, ask clarifying questions like that. This will help ensure you are being a good listener.