How can you help a virtual team member focus during phone calls?

1 Set clear expectations

Before you start a phone call with a virtual team member, make sure you both know the purpose, agenda, and duration of the call. This will help you avoid wasting time on irrelevant topics, going off track, or running over the allotted time. You can also agree on some ground rules, such as muting your microphone when not speaking, avoiding multitasking, and respecting each other's opinions. Setting clear expectations will help you both focus on the main points and outcomes of the call.

2 Use active listening

Active listening is a skill that involves paying attention, showing interest, and providing feedback to the speaker. It can help you build rapport, understand, and empathize with your virtual team member during a phone call. To practice active listening, you can use verbal and non-verbal cues, such as nodding, saying "uh-huh" or "I see", summarizing, paraphrasing, or asking questions. Active listening will help you demonstrate that you care about what your virtual team member is saying and encourage them to focus on the conversation.

3 Provide constructive feedback

Feedback is an essential part of any communication process, especially in a virtual team. Not only does it help to improve performance, resolve conflicts, and align goals, but it can also be challenging to give and receive over the phone. To provide constructive feedback during a call, start with a positive statement such as a compliment or appreciation. Then, state the specific behavior or issue that needs to be addressed using facts and examples. Follow this by explaining the impact or consequences of the behavior or issue using "I" statements to express your feelings or opinions. Suggest a solution or alternative by using open-ended questions or suggestions. Finally, end with a positive statement such as reinforcement or encouragement. Doing so will help your virtual team member improve their phone etiquette and performance.

5 Follow up

After you finish a phone call with a virtual team member, it is important to follow up with them to ensure that you both understood and agreed on the main points and actions of the call. You can send a brief email, message, or note that summarizes the key takeaways, decisions, and next steps of the call. You can also ask for feedback, questions, or suggestions from your virtual team member to improve your future phone calls. Following up will help you reinforce your communication, confirm your expectations, and monitor your progress.

6 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?