Keys to Communicating in Videoconferences by Steve Adubato, Ph.D.

An insurance company with offices in eight separate locations around the country recently invested in a complex videoconferencing system to allow key managers in the company to communicate more effectively. It was also a cost saving measure to cut down on inefficient travel time for meetings at separate locations.

In theory, the videoconferencing was supposed to be interactive and allow for everyone to communicate in a more dynamic and productive fashion. Yet, six months into the videoconferencing experiment, several frustrated managers said they felt “too distant” and “disconnected” when they were not located at the same site in which the meeting leader was speaking. Some questions.

Q—What are the most common videoconferencing mistakes made when communicating?

A—One of the biggest is adopting a one-way fashion in which the meeting leader or presenter simply lectures and delivers information. When doing this, people who are not physically in the same room with the presenter are tuning out. Many of them wonder why you couldn’t have simply sent an e-mail or a memo with the information you are verbally communicating.

Another common mistake is that the videoconferencing technology doesn’t allow for every meeting participant to be seen and heard. Sometimes, the framing of the shot is such that certain people are visible and others aren’t. Another mistake is forgetting to have every videoconference participant adequately introduced so that participants know who is speaking and why.

Q—What are some of the consequences of videoconferencing participants not feeling engaged?

A—As I said, it is an invitation to tune out. People stop listening and start going through the motions. They take out their Blackberries. They start checking their e-mails. They read or play with their cell phones. They start talking to each other, especially when they can’t bee seen. Ultimately, one of the biggest consequences is that disinterested and disengaged videoconferencing participants begin to feel that top organizational leaders simply don’t care about their participation. They become apathetic and cynical, which is a devastating combination.

Q—What are some useful techniques that can improve how participants communicate in a videoconference?

A—Beyond the technological issues of ensuring that every participant is easily seen and heard, much of this involves the videoconference leader working to engage all participants. Some ways to do this include using the participant’s name and their location to keep people on their toes and aware that you know they are there; “I’d like to ask John in Massachusetts to give us a two minute update on where we are on the Johnson project and exactly what he recommends as our course of action.” I also recommend using open-ended and probing questions, again, using participants’ names; “Mary, as the head of the New York team, what do you see as our most significant challenge over the next six months and why?”

Videoconferencing leaders must also communicate in an up beat and enthusiastic fashion, this is especially important for the people who are not in the same room as the leader. One of the worst things a videoconference leader can do is speak in an uninspiring monotone. It’s challenging enough being motivated in a face-to-face meeting, but in a videoconference there is tremendous responsibility on the part of meeting leaders to communicate in a passionate and positive fashion. Finally, make it clear to all videoconferencing participants that asking questions is not only encouraged, but necessary. Promote a two-way conversational approach as opposed to simply dumping data and giving out information.

Dr. Steve Adubato coaches and speaks on the subjects of communication and leadership and is the author of the book "Speak from the Heart." Write to him at The Star-Ledger, 1 Star-Ledger Plaza, Newark, NJ 07102, or click here to contact him through this web site.