There are five stages to one-on-one and small-group business conversations when using audio only:<\/p>\r\n
If you\u2019re talking to just one or two people, calls can be pretty spontaneous. If you are talking to a larger group, these five stages assume that you have sent an invitation with some detail about the purpose, length, and expectations of the call.<\/p>\r\n
In a one-on-one call, you can simply exchange greetings as you would with a friend.<\/p>\r\n NASIR: (answering phone): \u00a0Nasir Reza.<\/p>\r\n MYA: Hi Nasir, it\u2019s Mya. How are you this morning?<\/p>\r\n NASIR: Hi Mya, I\u2019m fine, how are you?<\/p>\r\n MYA: Great, thanks.<\/p>\r\n<\/section>\r\n In a group call, the call host generally establishes who\u2019s 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.<\/p>\r\n CHARISSE (the host of the call): Hi everyone. Thanks for calling in. I know we have Banu, Sophia, Carlos, and Rudi on the line. How are you all doing?<\/p>\r\n GROUP: Fine, great, still sleepy, etc.<\/p>\r\n CHARISSE: Are Colton and Rashida on the call yet?<\/p>\r\n COLTON: I\u2019m here.<\/p>\r\n RASHIDA: Yes, sorry I\u2019m a bit late.<\/p>\r\n CHARISSE: Great! Let\u2019s get started.<\/p>\r\n<\/section>\r\n Sometimes, this is called the \u201cfeedforward\u201d section. In this part of the call, you establish two key points: the timing of the call and the topics to be covered. It sounds simple, but it\u2019s easy to forget, and it can lead to frustration if expectations are different among the people on the call.<\/p>\r\n In one-on-one situations, this is really all you need to do:<\/p>\r\n MYA: Do you have fifteen minutes or so to talk about the last batch of job applications we received?<\/p>\r\n NASIR: Sure. I have another call at ten o\u2019clock, but I\u2019m free until then.<\/p>\r\n<\/section>\r\n In a larger group setting, you should also address how elements of the call\u2014such as questions and answers\u2014will be handled.<\/p>\r\n CHRISTINE: This call is scheduled to last until 11:00. What I\u2019d like to do is to let Lori and Manuel tell us what they learned at their store visits. Manuel will go first and tell us what he learned about merchandising and then Lori will discuss operations. I\u2019d like to save Q&A for the end so that both of them can get through everything they have to say.<\/p>\r\n<\/section>\r\n In this part of the call, the work gets done. This is the part of the call people prepare for, but it goes much more smoothly if you remember to include what comes before and what comes after.<\/p>\r\n When taking part in a group call with people who are new to you, it can be helpful for everyone to identify yourself when you make a comment during a discussion, \"This is Leanne. My team can work around a later delivery since we can come back to that part of the project later.\"<\/p>\r\n<\/section>\r\n Once the business has been conducted, the final task is to recap the conversation and set the 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 they leave time for this stage. It shouldn't be rushed or feel like an afterthought.<\/p>\r\n MYA: This has been really helpful, Nasir, thanks. So you will review and sort the applications for assistant manager, and I\u2019ll go over the ones for stockroom staff. Then we can talk again on Friday about who to interview.<\/p>\r\n NASIR: Sounds good. If any more assistant manager applications come in, just email them to me. Oh, and I have a dentist appointment on Friday afternoon, but I can talk any time before 3:00.<\/p>\r\n MYA: Great, I\u2019ll send you a meeting invite for Friday morning.<\/p>\r\n<\/section>\r\n This is where you say goodbye and thank you just as you would in a personal conversation.<\/p>\r\n NASIR: Thanks for taking the initiative on this call. I\u2019ll talk to you soon!<\/p>\r\n MYA: Have a great day! Bye!<\/p>\r\n<\/section>\r\n There are five stages to one-on-one and small-group business conversations when using audio only:<\/p>\n If you\u2019re talking to just one or two people, calls can be pretty spontaneous. If you are talking to a larger group, these five stages assume that you have sent an invitation with some detail about the purpose, length, and expectations of the call.<\/p>\n In a one-on-one call, you can simply exchange greetings as you would with a friend.<\/p>\n NASIR: (answering phone): \u00a0Nasir Reza.<\/p>\n MYA: Hi Nasir, it\u2019s Mya. How are you this morning?<\/p>\n NASIR: Hi Mya, I\u2019m fine, how are you?<\/p>\n MYA: Great, thanks.<\/p>\n<\/section>\n In a group call, the call host generally establishes who\u2019s 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.<\/p>\n CHARISSE (the host of the call): Hi everyone. Thanks for calling in. I know we have Banu, Sophia, Carlos, and Rudi on the line. How are you all doing?<\/p>\n GROUP: Fine, great, still sleepy, etc.<\/p>\n CHARISSE: Are Colton and Rashida on the call yet?<\/p>\n COLTON: I\u2019m here.<\/p>\n RASHIDA: Yes, sorry I\u2019m a bit late.<\/p>\n CHARISSE: Great! Let\u2019s get started.<\/p>\n<\/section>\n Sometimes, this is called the \u201cfeedforward\u201d section. In this part of the call, you establish two key points: the timing of the call and the topics to be covered. It sounds simple, but it\u2019s easy to forget, and it can lead to frustration if expectations are different among the people on the call.<\/p>\n In one-on-one situations, this is really all you need to do:<\/p>\n MYA: Do you have fifteen minutes or so to talk about the last batch of job applications we received?<\/p>\n NASIR: Sure. I have another call at ten o\u2019clock, but I\u2019m free until then.<\/p>\n<\/section>\n In a larger group setting, you should also address how elements of the call\u2014such as questions and answers\u2014will be handled.<\/p>\n CHRISTINE: This call is scheduled to last until 11:00. What I\u2019d like to do is to let Lori and Manuel tell us what they learned at their store visits. Manuel will go first and tell us what he learned about merchandising and then Lori will discuss operations. I\u2019d like to save Q&A for the end so that both of them can get through everything they have to say.<\/p>\n<\/section>\n In this part of the call, the work gets done. This is the part of the call people prepare for, but it goes much more smoothly if you remember to include what comes before and what comes after.<\/p>\n When taking part in a group call with people who are new to you, it can be helpful for everyone to identify yourself when you make a comment during a discussion, “This is Leanne. My team can work around a later delivery since we can come back to that part of the project later.”<\/p>\n<\/section>\n Once the business has been conducted, the final task is to recap the conversation and set the 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 they leave time for this stage. It shouldn’t be rushed or feel like an afterthought.<\/p>\n MYA: This has been really helpful, Nasir, thanks. So you will review and sort the applications for assistant manager, and I\u2019ll go over the ones for stockroom staff. Then we can talk again on Friday about who to interview.<\/p>\n NASIR: Sounds good. If any more assistant manager applications come in, just email them to me. Oh, and I have a dentist appointment on Friday afternoon, but I can talk any time before 3:00.<\/p>\n MYA: Great, I\u2019ll send you a meeting invite for Friday morning.<\/p>\n<\/section>\n This is where you say goodbye and thank you just as you would in a personal conversation.<\/p>\n NASIR: Thanks for taking the initiative on this call. I\u2019ll talk to you soon!<\/p>\n MYA: Have a great day! Bye!<\/p>\n<\/section>\nEstablishing Expectations<\/h3>\r\n
Content, Conversation, Business<\/h3>\r\n
Wrap-up, Next Steps, and Feedback<\/h3>\r\n
Closing<\/h3>\r\n
Five Stages of a Phone Conversation<\/h2>\n
\n
Openings and Greetings<\/b><\/h3>\n
Establishing Expectations<\/h3>\n
Content, Conversation, Business<\/h3>\n
Wrap-up, Next Steps, and Feedback<\/h3>\n
Closing<\/h3>\n