Zoom meeting etiquette

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This article was published 24/08/2024 (494 days ago), so information in it may no longer be current.

Zoom and other video meeting platforms have become an indispensable tool in the modern workplace, facilitating communication across teams, clients, and stakeholders. While its ease of use and accessibility have made it a popular choice, the dynamics of virtual meetings differ significantly from those held in person.

As such, it’s important to understand and implement proper Zoom etiquette tailored to different scenarios. This article explores best practices when hosting different types of meetings: building trust in new client meetings, maintaining trust in internal huddles and rebuilding trust during mediation.

Building trust

When meeting with new clients for the first time, establishing trust is paramount. Since you may not have the advantage of a physical presence, making a positive impression through Zoom is crucial. Here’s how you can build trust in these virtual settings:

Keep your camera on at all times — One of the simplest yet most effective ways to build trust in a Zoom meeting is by keeping your camera on. Facial expressions and body language play a significant role in communication, and without these cues, it can be challenging to convey sincerity and openness. By keeping your camera on, you signal that you are fully present and engaged, which helps establish a connection with your client.

Ensure a professional background — Your background says a lot about you, even in a virtual setting. A cluttered or unprofessional background can distract your client and give the impression that you are not fully prepared. Opt for a clean, neutral background that minimizes distractions. If working from home, consider using a virtual background that reflects your company’s branding or a simple, professional setting.

Dress appropriately — While working from home might tempt you to dress casually, it’s important to remember that first impressions matter. Dressing professionally, even on Zoom, helps convey that you take the meeting seriously and respect your client’s time. Aim for attire that you would typically wear to an in-person meeting, as this reinforces your professionalism.

Be Punctual, prepared — Timeliness is a sign of respect and professionalism. Log in a few minutes early to ensure that your technology is working properly and that you have all necessary materials on hand. This not only prevents technical difficulties from derailing the meeting but also shows your client that you value their time.

Practice active listening — Building trust involves showing that you are genuinely interested in what the client has to say. Active listening is crucial in this regard. Nod in agreement, maintain eye contact by looking into the camera (not at your own image!), and avoid interrupting. After the client has spoken, summarize their key points to demonstrate that you understand their needs.

Follow up promptly — After the meeting, send a follow-up email summarizing the discussion and outlining next steps. This not only shows that you were paying attention but also keeps the momentum going. Prompt communication helps reinforce the trust you’ve started to build during the meeting.

Maintaining trust

Internal meetings are the backbone of any organization, providing opportunities for teams to align on goals, strategies, and tasks. While the dynamic here is different from client meetings, maintaining trust among colleagues is just as important. Here’s how to navigate internal huddles on Zoom:

Allow cameras off when necessary — Unlike client meetings, internal huddles may not always require everyone to have their camera on. If a team member is not feeling up to it—whether due to personal reasons or simply needing a break from being on camera—it’s important to respect their choice. Trust in a team is built on understanding and empathy, and allowing cameras off sometimes can create a more comfortable environment.

Be mindful of time — Internal meetings often have a packed agenda. To maintain trust, it’s essential to respect everyone’s time by keeping the meeting on track and avoiding unnecessary tangents. Start and end the meeting on time, and if additional discussion is needed, suggest a follow-up rather than extending the meeting.

Rotate roles, responsibilities — To foster a sense of equality and shared responsibility, consider rotating roles such as the meeting facilitator, note-taker, or timekeeper. This not only prevents burnout but also gives everyone a chance to contribute, reinforcing trust and collaboration within the team.

Encourage participation, don’t force it — While it’s important to encourage participation, be mindful not to pressure team members into speaking if they’re not comfortable. Instead, create an environment where everyone feels safe to share their thoughts. This could involve using features like polls or the chat function to allow input from those who may not feel comfortable speaking up.

Address issues privately — If there’s a problem or disagreement during the meeting, address it privately rather than in front of the entire group. This helps avoid unnecessary tension and maintains trust among team members. Follow up with the individuals involved to resolve the issue in a constructive manner.

Celebrate achievements — Acknowledge and celebrate team achievements, whether big or small. Recognition boosts morale and reinforces a positive team dynamic. Even something as simple as a shoutout during the meeting can go a long way in maintaining trust and motivation.

Rebuilding trust

Mediation is a delicate process that requires careful handling, particularly when trust has been eroded. While Zoom can be a useful tool for many types of meetings, rebuilding trust through mediation is often better suited to an in-person setting. Face-to-face interactions offer a level of nuance and personal connection that is hard to replicate over Zoom.

Being in the same room can help parties feel more connected and may facilitate a more open and honest dialogue. However, if Zoom is the only option, here’s how to navigate the process:

Use Zoom with caution — If Zoom is the only viable option, use it with caution. Set clear ground rules for the meeting, such as muting when not speaking and using the “raise hand” feature to prevent interruptions. Make keeping cameras on a requirement before the meeting to reduce the risk of misinterpretation of statements and intent by maximizing the ability to see facial expressions and body language. Make sure that all parties have a stable internet connection to avoid technical difficulties that could disrupt the flow of the conversation.

Create a neutral environment — Whether the mediation is held on Zoom or in person, creating a neutral environment is crucial. In a Zoom setting, this could involve using a neutral virtual background and choosing a meeting time that works for all parties involved. The goal is to minimize any external factors that could exacerbate tensions.

Focus on active listening, empathy — Rebuilding trust requires careful listening and a genuine attempt to understand the other party’s perspective. On Zoom, this can be more challenging due to the lack of physical presence, so it’s important to be extra mindful of non-verbal cues and tone of voice. Encourage all parties to listen actively and to express their feelings in a constructive manner.

Follow Up with In-Person Meetings — If possible, follow up a Zoom mediation session with an in-person meeting. This allows for a more personal connection and can help solidify any progress made during the virtual session.

Conclusion

Zoom meetings have become a vital part of professional and personal communication, but they require more mindfulness and preparation to ensure they are successful. While it goes without saying that sending emails, playing video games, and not responding when asked are unacceptable in any meeting, as we continue to rely on tools like Zoom, understanding and implementing proper etiquette will ensure that our virtual interactions are as effective and respectful as possible.

Tory McNally, CPHR, BSc., vice-president, HR consulting, is a human resource professional, radio personality, speaker and problem solver. She can be reached at tory@legacybowes.com