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How do you handle technical issues and disruptions in remote sessions?

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Remote sessions, such as meetings and workshops, are essential for virtual teams to collaborate and communicate effectively. However, they also come with the risk of technical issues and disruptions that can affect the quality and productivity of the session. How do you handle these challenges and ensure a smooth and successful remote session? Here are some tips and best practices to follow.

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Jamie Grettum

Salesforce Instructor for Certified Admins and Business Users

1 Prepare in advance

The first step to avoid or minimize technical issues and disruptions is to prepare in advance. This means testing your equipment, software, internet connection, and backup options before the session. It also means sending clear instructions and expectations to the participants, such as what platform and tools to use, how to join and leave the session, what to do in case of problems, and how to communicate and collaborate during the session. Preparing in advance can help you prevent or troubleshoot common issues, such as audio or video problems, connection drops, or compatibility issues.

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Jamie Grettum

Salesforce Instructor for Certified Admins and Business Users
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I always make sure I know how to quickly dismiss an attendee from the session. Every platform has this option, but it’s in a different setting or menu on every one. In the off chance that you have a situation that requires quick thinking, be prepared!

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2 Establish ground rules

The second step to handle technical issues and disruptions is to establish ground rules for the session. These are the norms and expectations that everyone agrees to follow to ensure a respectful and productive session. For example, some ground rules could be to mute your microphone when not speaking, to use the chat or raise hand feature to ask questions or share feedback, to avoid multitasking or distractions, and to notify the facilitator or the group if you encounter any issues or need to leave the session. Establishing ground rules can help you create a positive and engaging atmosphere, as well as reduce confusion and frustration.

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Jamie Grettum

Salesforce Instructor for Certified Admins and Business Users
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As a longtime virtual instructor, when I’m teaching a small group of 25 or fewer students, I actually tell them to stay on mute. I want to hear them breathing. I want to hear the small noises that someone makes when they have a question. And I tell them it’s OK to interrupt and say “hey Jamie, I have a question…” in my experience, when attendees stay on mute, they multitask more. We can handle a little bit of background noise and shuffling. And people will mute if their background is noisy. I’ve been teaching in a virtual environment for a very long time, and it’s truly not ever been a problem..

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3 Have a backup plan

The third step to handle technical issues and disruptions is to have a backup plan. This means having alternative options or solutions in case something goes wrong during the session. For example, some backup plans could be to switch to a different platform or tool, to use a phone or email to communicate, to record or reschedule the session, or to delegate or assign tasks to other participants. Having a backup plan can help you cope with unexpected situations and avoid wasting time or losing momentum.

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4 Be flexible and adaptable

The fourth step to handle technical issues and disruptions is to be flexible and adaptable. This means being ready to adjust your plan, agenda, or goals according to the circumstances and needs of the session. For example, some flexibility and adaptability could be to shorten or extend the session, to prioritize or skip some topics or activities, to change the format or style of the session, or to solicit feedback or suggestions from the participants. Being flexible and adaptable can help you maintain the interest and involvement of the participants, as well as achieve the desired outcomes.

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5 Communicate clearly and frequently

The fifth step to handle technical issues and disruptions is to communicate clearly and frequently. This means using simple and concise language, confirming understanding and agreement, providing feedback and encouragement, and updating the participants on the progress and next steps of the session. Communicating clearly and frequently can help you build trust and rapport, clarify expectations and responsibilities, resolve conflicts or misunderstandings, and celebrate achievements.

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6 Learn and improve

The sixth step to handle technical issues and disruptions is to learn and improve. This means reflecting on the strengths and weaknesses of the session, collecting and analyzing feedback from the participants, identifying and addressing the root causes of the issues or disruptions, and implementing changes or improvements for future sessions. Learning and improving can help you enhance your skills and confidence, increase your satisfaction and performance, and foster a culture of continuous improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jamie Grettum

Salesforce Instructor for Certified Admins and Business Users
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Years ago when we were first migrating from classroom to virtual delivery, a smart person advised “the technology should never get in the way of the learning.“ Whatever your topic, keep focused on what you are teaching and not about using too many “features” of the platform. This class is not about the technology platform that you’re using to deliver the learning. And if your platform is too buggy and interferes or causes delays or too much troubleshooting, it’s time to find a different one.

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How do you handle technical issues and disruptions in remote sessions?

1

2

3

4

5

6

7

1 Prepare in advance

2 Establish ground rules

3 Have a backup plan

4 Be flexible and adaptable

5 Communicate clearly and frequently

6 Learn and improve

7 Here’s what else to consider

Virtual Teams

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How do you handle technical issues and disruptions in remote sessions?

1

2

3

4

5

6

7

1 Prepare in advance

2 Establish ground rules

3 Have a backup plan

4 Be flexible and adaptable

5 Communicate clearly and frequently

6 Learn and improve

7 Here’s what else to consider

Virtual Teams

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