Pass coded protected teleconference lines have two Pass codes (also known as the PIN #) to access the conference call. One is the Moderator Pass Code and the other is the Participant Pass Code. As the leader of the call, you will ALWAYS use the Moderator Pass Code to conduct the call.

Now the question is which Pass Code do I give the Participants? Here are your three options. Remember, you will ALWAYS dial in using the Moderator Pass Code.

1. Give everyone the Moderator Code.
2. Give all participants the Participants Code.
3. Give some participants the Moderator Code and the remaining participants the Participant Code.

The Moderator Pass code can globally control the conference call (i.e. Global mute can silence everyone dialing in with the Participant Pass Code.) while Participants can individually mute their own line. Check with your conference call provider BEFORE the call to find out what options you have and how to use them. Ignore the urge to wing it and figure it out during the call.

Here are some things to consider when making the decision to give out pass codes.

Example 1:
If there is even a remote chance that you will be late in arriving to the call (not a good thing to do – see: Get on the Call Early, then give at least one other person the Moderator Pass Code. The other person can welcome everyone to the call and get it rolling until you arrive.

Example 2:
If one of the participants is a practical joker, you can limit their antics by giving them the Participant Pass Code. If they get out of control and do not stop when asked, you can resort to using the Global Mute. Choose the Global Mute function in only extreme cases otherwise you will unnecessarily step on a lot of toes. Not a good thing for your career!

Example 3:
Ongoing project team meetings receive the Moderator Pass Code unless someone is traveling and calling in via cell phone from noisy areas (See Eliminate Background Noise! In this case, make it a rule that people who travel dial in via the Participant Pass Code so they can select Individual Self-Mute. Note: most cell phones today have excellent mute functions IF the person using the phone will just remember to mute!

Your goal for properly assigning the Pass Codes is productivity, not power. This is why you are referred to as a Conference Call Leader, not a Conference Call Controller.

Thank you for being a part of this community and for telling others about this site.

Posted by Byron Van Arsdale, Founder
ConferenceCallTraining.com

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As a participant, it is funny to watch how different conference call leaders handle one of the most obnoxious distractions there is – Music on Hold! Of course, this is decidedly not funny if you are the leader or if your team is working under a looming deadline. In these circumstances, it is down right aggravating and pushes the stress level even higher.

There are two answers to this question: proactively, followed by reactively. Remember the saying that “an ounce of prevention is worth a pound of cure”? Well, it’s true. Let’s expand on these two answers so you can implement them when needed.

First and easiest is to deal with it proactively. Experienced conference call leaders deal with this before and/or at the beginning of a conference call by stating this as an agreement and getting acknowledgement from everyone on the call. Be sure to repeat this agreement for anyone who comes onto the call after this point. It is unnecessarily frustrating to be forced into reactive mode because you forget to remind someone who had joined half-way through the call to NOT use the hold button if they have some type of music or message on hold! Being proactive means that you keep bringing up this agreement (and any other important agreement agreed upon) regardless of when people come onto the call. Oh, and be sure to remind your boss’s boss of this agreement as well. Agreements apply to EVERYONE on the call. Period. (Note to Self: Be tactful when reminding any superior of this or any other agreements!)

The second way to deal with this situation is after is has already taken place. Once this happens, the productivity on your call just went into negative territory. Your role as the leader is to get rid of the distraction as soon as you can to get the call back on track. Take immediate action.

1. If your teleconference line has operator assistance, dial the operator and they will isolate and silence the line. (This is the best approach and will have you getting the call back on track the fastest.)

2. If your teleconference line does not have operator assistance yet utilizes both a moderator and a participant pass code, use the global mute command (assuming the offending participant came in on the participant pass code). Politely direct a specific person on the call (remember: they will be on mute so do not ask for a volunteer) to call/text/walk into his or her office and request the person hang up or pick up the phone immediately. Have them text you when they have completed the task. In the mean time, go into an evenly paced monologue (or dialogue if anyone else on the team dialed in on the moderator code.) (Note: I will write a post on the pros and cons of having people come in on moderator vs. participant pass codes next week.)

3. If your teleconference line has neither operator assistance nor the ability to globally/individually mute the offending participant, then it is time to hang up and either move the call to a back up teleconference line (assumes that you have one available) or reschedule.

The WORST THING you can do is attempting to continue the conference call by ignoring the distraction. It is far better to reschedule the call for a later date.

One important note: it is both counter productive and damaging to the productivity on this and future calls if you (or anyone else) verbally abuse/make fun of the offending participant. Turn this situation into a learning opportunity for your company by quickly pointing out the negative impact to the call. You may just be saving another leader from having to deal with the aggravating situation!

Do you know someone who might benefit from this post? Sending useful information and links to peers, customers, and potential clients is an excellent way to be seen as a trusted resource. Thank you in advance for passing this along.

Posted by Byron Van Arsdale, Founder
ConferenceCallTraining.com

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You have three choices here.

First, do nothing and watch the fireworks. Eventually one side will win. The immediate and long-term consequences of this choice for both you and the others on the call include a decline in trust, team relationship, and confidence in your ability to lead. Leadership skills are tested in times of chaos and this is an example where leadership is required to move the entire team forward. There are times to let individuals work through their differences on their own without your input. Unfortunately, conference calls are one of those places where you cannot afford to use this strategy.

The second choice is to immediately control the process and shut the conflict down quickly. Normally, the leader choosing this method already exercises a high degree of control over the conference call. As soon as strong emotions clash on the call, this leader actively pushes to get the call under their control. While control is a useful management strategy, it is a poor strategy choice for leaders. Unfortunately, control is how most people run conference calls and is one of the primary reasons conference calls are unproductive. Control is the default mode for leaders who do not employ trust.

The third choice is to demonstrate your leadership by asking a simple question: How can you both be right? First get the attention of the two people clashing on your call. Next, ask question above and go silent. If anyone other than the two people (say Person A and Person B) starts to talk, stop them immediately and politely ask the person to wait until Person A and Person B have responded. Remain silent until Person A & Person B has responded. The silence will most likely be deafening and this is a good thing. You have just asked each party to argue for the other side. Do not let anyone on the call derail the process – which is highly likely. As the two sides start to give input, start inviting others to join in the process. The ultimate goal is to move the entire team forward.

The next time you have two strong opinions clash on your conference call, ask a great question and then trust them to work through it. Not only does this build the problem solving skills of your team members, it sets a healthy expectation for the entire team on how future situations will be handled. With practice, your team will adopt this strategy earlier in the process and avoid the clash of opinions altogether.

Posted by Byron Van Arsdale, Founder
ConferenceCallTraining.com

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