Staying on message
Here are some examples of the language you and your team can use when working remotely.
Treffen sich Mitarbeiter, von denen einige im Unternehmen selbst und andere im Homeoffice arbeiten, zu einer Videokonferenz, müssen sie dabei nicht nur feste Regeln beachten. Auch die Technik und deren Handhabung müssen stimmen. SIRIN KALE hat die Details.
More and more people are now using videoconferencing technology such as Skype or Zoom from home. What is the best way to project an aura of professionalism when using this technology?
Understand the technology
All videoconferencing programs have the same basic features, including a mute button, a screen-sharing option that lets others see what’s on your computer and a chat function to type in messages to other users. “Mute your microphone if you aren’t talking,” advises technology executive Amy Bailey, who manages a team of remote workers from her home in California. And if you’re unfamiliar with video calling, try practising some calls with family and friends.
Keep it short
You know the guy. He drones on in meetings while everyone else shifts in their seats. Video calling can make things worse. “It tends to enhance existing patterns of behaviour,” says Professor André Spicer, an expert in organizational behaviour at Cass Business School. “We know that males tend to dominate conversations, and with video calls this is often the case.” The way to deal with this is for managers to be strict about who speaks, and for how long. “Follow good chairing protocols,” suggests Spicer. “At the beginning, say: ‘This is the purpose of the meeting, this is how long we’ve got, we’re going to spend this much time on each item.’”
Dress appropriately
Just because you are working from home doesn’t mean you can dress like a slob. “I don’t expect my team to be perfect all the time,” says Bailey, “but make sure you’re dressed appropriately. Pyjamas aren’t an option!” And think about what your colleagues can see behind you. An overflowing laundry basket doesn’t give the best impression. “A neutral backdrop is good, so people don’t get distracted,” says Spicer.
Don’t create zoombies
Technology can dehumanize interpersonal interactions. Gianpiero Petriglieri, an associate professor of organizational behaviour at San Francisco business school INSEAD, often teaches through videoconferencing. He is aware of how the technology can cause people to disassociate from the content of the meeting. “I call them zoombies,” Petriglieri says. “You become a zoombie when your spirit is sapped from what you’re doing.” To avoid technology-induced ennui, hold video meetings only when absolutely necessary. “Be deliberate about why you’re having the meeting,” says Petriglieri. And be selective about who you invite. “Get as few people
on the call as possible,” advises Bruce Daisley, author of The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again. “When you’ve got a collection of 50 postage-stamp-sized faces on the screen, it’s impossible to feel connected. And when you don’t know everyone in the meeting, you speak less frankly.”
Practise good etiquette
You wouldn’t openly browse Twitter during a meeting, so don’t do it in a video call. “Make eye contact with the camera,” says Bailey. “If you’re typing, mute your keyboard so other people don’t hear clicking.” Sit forward in your seat when others are talking, rather than slumping on your sofa. This shows your co-workers that you’re taking part actively. If some people are dialling in from home, and others are at work, be mindful of the people who are physically absent. Meetings may be weighted in favour of the people in the room: they can exchange looks or read body language in a way those who are at home cannot do. Petriglieri often teaches mixed seminars, where some participants are present and others are dialling in, for example from home. He compares it to meetings between heads of state: world leaders sit at the conference table, and the aides on the chairs behind them. “The best advice I can give is to be mindful of the people in the second row,” says Petriglieri. If you are in a meeting room with a large screen showing people dialled in from home, Petriglieri recommends asking participants at home to raise their hands if they want to talk. “It’s easy to ignore people who aren’t in the room if the conversation is getting going,” he says. “Ask people to let you know if someone is raising their hand and you don’t see it.”
Be careful with private chats
So much of our interaction in meetings is nonverbal. The eye-roll behind your boss’s back, or the strained smile when the office bore drones on. With video calling, these subtleties are lost. This is why people will often have a secret private chat going on with their co-workers during videoconferences. But a chat message is much more permanent than an eye-roll. “These messages can be recorded by employers and people can be held accountable for them,” says Spicer. “An informal eye-roll can be disavowed, but an instant message on a company server can’t.” So, if you want to complain to a trusted colleague about how boring the video call is, use your personal mobile phone instead.
Make it human
“The interesting thing about remote working is that people always think it will be better,” says Daisley. “But people’s stress levels are actually higher when they work remotely. It’s stressful and lonely. We think our boss doesn’t trust us and our team doesn’t like us.” Video calling with other individuals can help combat social isolation. “I work for a company where 80 per cent of the employees work remotely,” says Bailey. “Our HR department encourages us to call people via video call instead of sending them an email, so that you can have that face-toface interaction. It adds time, but it helps you engage more with your co-workers.” US software start-up Github even runs “Remote Happy Hours” for those working from home — although they have to drink whatever is in their own fridge.
Like any technology, video calling is neutral. It’s about how you use it. If you follow these tips, you’ll get the most out of video-calling software. And remember: if you are watching Netflix instead of working, be sure to put your microphone on mute.
Think positively
What is the main challenge we face here?
To what extent is working virtually part of the problem?
What other factors should we also consider?
Stay connected
How are you feeling at the moment? Are you OK?
Our main purpose here is to… What we are trying to achieve here is…
Set your own agenda
The most important thing to get done today is…
I’m planning to handle this tomorrow.
I’m very busy with… at the moment. Can we talk about this on Monday?
Take decisions on decisions
Who is the best person to organize this?
What’s the best way for us to decide this?
I think the best option is to… What do you think?
Get technical
What’s the best channel of communication for this task?
I can show you how to use this if you’d like.
Can you show me how to use this program?
Trust differently
Are you sure you can deliver this by the end of the week?
I’ll contact you on Thursday to make sure everything is on track.
Can I pass this on to you now? I think it’s better if you supervise this project.
Structure your interactions
Emails
I’m just writing to…
Could you let me have your response by… ?
If you feel we should discuss this, just let me know and I can give you a call. Audio-conference calls
Just to clarify some communication rules for our virtual meeting, should we… ?
Can I remind the native speakers to be as brief as possible, and to speak slowly and clearly? Sorry to interrupt you, Diane, but I’d like to bring Susan in here.
Look at things differently
Could we just clarify a couple of things in your email? What was the reason you said you thought that… ?
So, is it your intention to… ? What would be your suggestion on how to solve this? I am happy to support you.
Maintain informal contacts
I’m just writing to see how you are doing.
Would it be useful to have a short catch-up call?
Shall we update each other on things next week?
Cultivate your intuition
How do you feel about…?
You look worried. Can I help? I think we need to stay positive because…