Presenting effectively in the COVID-19 World: Is there a new etiquette?

By: Carla ávila & Copie Harris

Presenting your authentic self: is there a new etiquette? Do the ‘old’ rules still apply in the ‘new normal’ world of the novel coronavirus?

From our perspective, the answer to both these questions is “yes.” Yes, there IS a new etiquette, and yes, most if not all of the ‘old’ or better put, ‘tried and true’ rules apply. Let’s try to make sense of these seemingly contradictory yesses.

And as always, we’ll remind you reading an article about verbal and non-verbal skills, while helpful, is akin to reading an article about improving your tennis or golf game and expecting to play better right away. 

Call us at +1-508-259-7496 or email us set up a conference call or video practice session. 

The New Etiquette--Tip #1: Show that you care in both external and internal meetings

Acknowledge that all of us are in this stressful time together. You might make a statement such as: 

“I know that we all may have become accustomed to being on more video and conference calls over the last few weeks, and we’ve all perhaps become more accustomed to living with the uncertainties about what may lie ahead. I want to start this meeting by thanking everyone for making the time for this call today. My goal is to make this conversation meaningful to you.”  (See our meeting structure suggestions below to help make the call more meaningful.)

Remember that some of your clients or co-workers might really be struggling; they’re most likely supervising children who are following school lessons at home while they’re on a call. Perhaps your client has a spouse who’s a first responder, or who has had coronavirus...we believe that in your smaller conference calls, asking how they’re coping and what their new working world is like shows that your relationship is just that--a relationship that matters to you. It’s not all about business.  

It’s more challenging today than it was before the “shelter in place” rules, for many people to control their environment. Try to be understanding of your clients’ and colleagues’ circumstances. You might say, “Don’t worry if your 4th grader interrupts with a math question,” or “I hope you’ll understand if you hear my new puppy barking!” (Sometimes humor works well. One colleague says, “My canine assistant is adding to the conversation!”) By the same token, be sensitive to signals that your client or colleague isn’t comfortable discussing his or her personal situation. If s/he immediately moves to business, take your cue from her or him.  

The New Etiquette--Tip #2: Be respectful, organized and efficient

These skills are even more important now. Some clients are literally overwhelmed with calls and emails in the new normal, and they’re busier than ever before. We’ve emphasized this in previous articles: your preparation is crucial to the call’s success. If you're the one reaching out, then you’re in charge of doing a time check, which is very important. As with face-to-face meetings, we recommend that you structure the opening of your video or conference call like this:

1. Start with a relationship-building statement such as the one above
2. Make the introductions
3. Do a time check
4. Lay out the ground rules, such as asking listeners to mute themselves when not speaking, and raising their hands or chatting privately if they want to jump in 
5. State your objective, goal and message 
6. Use a dialogue opener
7. Reflect what your client says

We’ll post these tips on their own in our next article, so that you can separate them out and post them by your tablet or laptop. 

“Tried and True” Rules--Tip #3: Remember the dialogue opener 

Here’s a sample dialogue opener for conference or video calls: “I’ve been preparing for this meeting and I have the documents that I sent you in front of me...before I begin, I’d like to hear your priorities for this meeting, so that we make sure to address what’s most important for you.” Make this opener your own--even though it’s highly structured, you can easily put it in your own words. Just make sure that it has the three components: Preparation, Invitation and Benefit to the other person of speaking first.  

The “Tried and True” Rules--Tip #4: Dress code and language usage

The environment (home) may allow us to be a little more casual, but we suggest 10% more casual, not 60%. Don’t fall into the trap that Good Morning America broadcaster Will Reeve fell into this week, when he was caught on camera not wearing pants.  

The “Tried and True” Rules--Tip #5: Have prep calls for important calls as if you were in the office 

Especially prep your colleagues who are not used to being on video calls. Provide tips for them; for example, remind them to pause so that there are moments of silence.  

Tip #6: Remember your manners!  

Thank people for their input, acknowledge what others have said, etc.  

Summary: Yes, there’s a new etiquette during this coronavirus time--and this new etiquette might be with us for a long time. Simultaneously, the “tried and true” rules of communicating still apply, and even those that you’ve used for years in face-to-face meetings are relevant. Keep in mind, too, that Zoom or other video calls are exhausting, and being on the phone all day is also tiring, especially because these modes of communication are now enforced. Remember to be respectful and kind, and follow these tips to be the best communicators that you can be.

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