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| Leading a Dynamic
TeleClass
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Call Management Techniques
(with learning and communication styles considered)
- 1. Ear Contact:
- Have good 'ear contact' - the telephone version of eye
contact. Be really attentive to each speaker; listen for
two (or more) voices; listen for subtle 'voice energies'.
Ultimately all will feel heard and respected - this particularly
appeals to mediating and strategizing styles.
- 2. Present the Topic 'Big Picture':
- Introduce topics by ' summarizing' briefly and then invite
conversation. (This particularly appeals to fast paced thinkers
and presenting, directing styles - the 'get to the point'
people)
- 3. Names:
- Ask people to always say their name whenever they speak
- this is particularly important with larger classes
- 4. Notes
- Take notes throughout! Initially jot down the names of
the people on the call (if small enough to ask for). Record
in point-form what people say so you can later paraphrase,
summarize and synthesize accurately.
- 5. Queuing:
- To facilitate the flow of conversation, if two people
speak at once, acknowledge, invite one to speak and jot
down the name(s) of the second / third person so you can
re-invite them after the first has spoken. This avoids a
'step over'.
- 6. Simple Agenda:
- Keep the agenda simple and loose. Less items and more
space will allow for ease of completing the promised topics
AND allow for organic conversation. (Balance between linear
and lateral thinking)
- 7. Handling Off Topic Comments:
- Acknowledge comment so as not to make people wrong and
gently get back on topic.
- 8. Naming Distractions:
- Deal with what's there - heavy breathing, in room sounds,
static on the line. If you don't say anything participants
will think you don't hear it. If you don't resolve quickly
it will distract the participants from content.
- 9. Keep Moving:
- Artfully 'cut people off' if they speak for more than
a minute. Listen for a 'breath' and jump in - acknowledge,
paraphrase so the person feels heard, and 'move on'. . ..Timely
interruption is the key - if your eyes are rolling it's
too late.
- 10. Call Size:
- If class is 10-12 people you can call everyone into the
conversation. At check-in, invite everyone to speak but
don't force. If asking everyone to participate, invite a
'pass' if the person chooses not to speak. If the class
is larger - 12+ - you can't weave in the quiet people, who
are sometimes very happy 'passively learning' (listening
and taking notes). The quality and depth of the 'dialogue'
will engage even those who are not speaking.
- 11. Audible listening:
- Keep your voice in the conversation while participants
share. (e.g. mm, yes, mm-mmm) This helps the participant
know that you (and everyone else) are there and listening.
- 12. Participant Feedback
- From time to time ask for feedback or comments. This acts
as a temperature check. Challenge the participants to share
what they have 'learned' so far.
- 13. Vocal Tone:
- Be aware of your vocal tone - is it low, soft, vibrant,
energetic, nurturing? Your voice is the learning environment.
- 14. Situationalize:
- Ask participants how they can personalize or situationalize
what they have learned - this can start a whole new conversation
this way or review content from previous class.
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