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Building Trust in the World of Zoom

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Zoom and other virtual meeting spaces helped save personal and professional relationships across the globe during the COVID-19 pandemic. While we all adjusted to an explosion in the prevalence of virtual teams, which have since revolutionized the modern workplace, the challenges were — and still are, quite honestly — clear.

The lighting. The sound. The background. The Wi-Fi. The inadvertent interruptions from partners, kids, pets, and even unexpected doorbells. It all adds up to Zoom fatigue.

And that is not even half of it.

Using technology and virtual meetings to communicate, nurture professional relationships, and increase revenue inherently leaves participants feeling disconnected. While the calls for employees to return to the office are being met with resistance, a structured hybrid approach is a resounding answer to encouraging a productive workspace.

This means Zoom meetings will remain a large part of the business culture.

So, how do we leverage virtual meeting platforms to remain connected to new hires, seasoned employees, upper management, prospective and existing clients, and vendors? How do we build trust with essential teams that rely on technology to communicate? We have answers.

Pre-Meeting Preparation & Communication

Before the meeting, create an agenda and provide participants with links, documents, and other reference materials to actively engage in the conversation.

When meeting organizers set well-defined objectives and clearly communicate the purpose of the meeting before it starts, participants are more likely to trust that their time is being valued and used productively.

Be Punctual & Prepared

Whether you are the organizer or participant, being punctual shows that you respect everyone else’s schedules and demonstrates that you are a positive addition to the conversation. If you were emailed meeting documents, read them before the meeting and have them available when it starts. When other participants feel others are unprepared (deservedly or otherwise), there is an immediate lack of trust.

Use Video & Active Nonverbal Cues

While appearing on video is not everyone’s favorite, it helps participants see facial expressions and body language, enhancing the sense of connection. Nonverbal cues, like nodding and smiling, show engagement and empathy.

Introduce Participants, Their Roles & Backgrounds

It is not uncommon to see unfamiliar faces in Zoom meetings. Immediately, this sends everyone scrambling for details about the participants, which takes their attention away from the forum.

Begin the meeting by making sure everyone’s role and background is clear, paying special attention to newcomers or infrequent attendees.  Ask participants to share something personal (even as simple as where they’re located) to help establish personal connections and foster a sense of belonging. Inclusivity helps build trust and respect.

Actively Listen and Encourage Openness

Actively listening to each person and thoughtfully responding to their comments encourages open dialogue and shows you value their input. Encourage participants to ask questions and address any concerns they might have. Share your thoughts, experiences, and challenges when relevant. If you aren’t sure if it’s appropriate (or don’t have the opportunity to) interject, use the visual response button or the meeting chat to show support and add to others’ messages. While engaging publicly may feel vulnerable, this vulnerability can encourage others to do the same, fostering a sense of authenticity and trust while demonstrating your willingness to be transparent and responsive.

Follow Agendas, Stay Focused & Manage Time Effectively

Demonstrate that you are organized and respect other participants’ commitments by sticking to the meeting agenda. Allocate time for each agenda item and stay on track. Reliable behavior and respecting participants’ time build trust in your ability to lead or participate in a productive meeting.

Align the Team Through Technology

Share meeting notes, action items, and next steps with participants and ensure consistency across all communication platforms using resources like shared calendars, collaboration channels, online filing systems, and project management tools. This demonstrates accountability and helps keep everyone on the same page. It can also encourage participants to provide feedback on the meeting format, content, and structure to reduce redundancies and improve processes while showing you value their input.

 

Building trust virtually requires all four elements of the Trust Equation, credibility, reliability, intimacy, and self-orientation, to facilitate meaningful interactions and collaborate effectively.

 

Trust-Based Resources to Maximize Your Team’s Potential:

What Problem Are We Trying to Solve?

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An old business friend told me the other day that the thing he most remembers me saying was, “What problem are we trying to solve?” As he put it, “That little phrase is the key to unfreezing more off-course conversations than any other technique I know of.”

I can’t claim invention. I got it from the United Research side of Gemini Consulting, one of several pieces of clever social engineering they brought to business. Here’s how, and why, it works.

How Business Conversations Go Astray

To hear us tell it after the fact, many business meetings follow a logical flow. They start with an agenda or problem definition, data are then presented, discussions held, and conclusions reached.  Then pigs fly.

It’s not that those individual elements don’t happen – they do. It’s that they happen like a Tower of Babel, randomly and all at once. When everybody’s got an opinion and a vested interest, and nobody’s a designated facilitator – a description of most meetings – we shouldn’t expect much else.

Have you ever been in a planning board meeting?  A condo association meeting? A meeting within your firm’s HR department? An inter-departmental meeting? A sales call with an interested but wary client?

Then you’ve seen the following dysfunctions:

  1. People pursuing their own agendas as sub-text to a given issue
  2. Aimless wandering around various problem definitions
  3. Randomly proposed solutions without grounding
  4. A social struggle for air time
  5. An airing of pet peeves as they manifest in the given issue
  6. A game of dominance and submission playing out in an issue.

And I’m sure there are more. All are forms of incoherence, lacking sequence or structure, generating more frustration from which to feed more incoherence.

It Doesn’t Have to Be That Way

If the root issue is incoherence, then there are several ways to tackle it. You can agree on an agenda. You can enforce sequencing. You can apportion air time.

But one way seems to work better than others. When the babble begins to peak, and the frustration level is palpable, raise your hand, furrow your brow, and ask, genuinely, “Hey folks – what problem are we trying to solve?”

Notice what this simple formulation does.

First, it is socially neutral-to-positive. Logically it has the same effect as saying, “You fools are all over the map – you can’t even define the problem” – but the emotional effect is totally different. You’re not claiming the moral high ground or fighting for your point of view – you’re simply observing a phenomenon, and asking a question.

Second, it’s a very good question. Asking a group to gut-check a problem definition almost immediately elicits an answer – and often it’s the same answer. In which case, collaboration is restored – you all have a common mission again.

And if it’s a different answer, voila, you’ve distilled the essence of the debate – “we have two competing problem definitions, no wonder we were having such difficulties!” In either case, the group becomes re-centered around a dynamic goal – problem definition and resolution, rather than bitching and moaning, or power games.

The net effect of all this is claiming, centering, and norming. A group becomes a group again, with common goals, moving forward, rather than a fractious collection of squabblers.

Give it a try next time you’re in a meeting that’s driving you a little batty – just ask, “Hey folks – what problem are we trying to solve?”

 

When the Client Cuts Your Face Time in Half

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Are you having trouble with scheduled client meetings getting blown off?

For example: your progress update meeting with the client is scheduled for an hour, starting at 11AM. You’re hopeful it might extend to a lunch invitation.

11AM comes and goes, and the client is still in a meeting. Word comes from the client’s AA that the meeting has to move to 2PM. At 1:30, it gets kicked to 5:30 – and it’s cut to half an hour, as the client really has to leave no later than 6PM.

What do you do?

This came up in a large workshop recently; the setting was such that only a 1-minute answer was appropriate.  I gave the 1-minute answer – and I’ll include the longer answer here.

Involve the Client in Problem Resolution 

The quick answer is you start the meeting by saying something like, “Listen, it’s late in the day, and it sounds like yours has been hectic. Ending up in a review session may not be your idea of a good time. Would you rather reschedule?”

And then go with the client’s answer, whatever it is. If the client prefers to push on, then do so. And you’d better be willing to trim your presentation to 30 minutes, rather than trying to double-time it, or passive-aggressively running out of time.

The principle here is to make the client part of the problem resolution.

Involve the Client in Problem Definition

The longer answer is to make the client part of the problem definition – not just problem resolution. Why is it that a previously scheduled meeting slipped so drastically?  That it got cut in half?  That’s a discussion worth having on occasion.

Is it because the client doesn’t particularly care about an update, and it’s really your need for approval that’s driving the meeting? Are you able to specify real decisions that are needed from the client? Is this a box-ticking meeting to fulfill your internal processes? Are you trying to cover your behind? Do you know what the meeting was bumped for, and are you satisfied with the decision? Is this a meeting that neither one of you really wants, resulting in joint procrastination – and if so, what’s that about?

The answers may be perfectly innocuous, or they may uncover a deeper issue – where there’s smoke, there might be fire. The point is not about the answers – it’s about having the vulnerability and courage to re-invite the client to visit the tough questions, to define the issues jointly.

 

The #1 Top Single Best Way to Get a Meeting

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iPhotoA free bit of advice to anyone seeking to improve their networking skills, or looking for a true best practice in getting a meeting with someone.

And here it is:

Comment on a blogpost or article that person has written.

Simple. You already intuitively get how that can be powerful, but let’s break it down.

Note: It only works if you’re careful about a couple of items.

First, your comment HAS TO BE SPECIFIC. It has to say something relevant, intelligent and useful about the person’s blogpost or article.

That means you have to know something about who you’re trying to contact. It also means you have to give some thought to what you’re saying.

It also means you probably have to know something about what the person is writing about. Mere fawning and saying ‘great blogpost’ will get you nowhere.  In fact, it will just identify you as a cheap SEO-seeking spammer. 

But – if you actually ARE intentional about whom you’re seeking to connect with, if you actually DO know something about the subject in question, and if your question actually IS intelligent and thoughtful – then you will get a powerful response back.

Why? Because we all love being noticed – and because being noticed and appreciated is something in very short supply. If you doubt the power of this, just ask yourself: 

  • how do you feel when you put yourself out there on the webs – and no one responds?
  • how do you feel when you put yourself out there on the webs – and you get a meaningful, thoughtful, inquisitive response back?

Everyone’s writing blogposts hoping to get noticed; very few people (Chris Brogan is a marvelous exception) put as much effort into noticing and commenting on others as they do into writing in the first place.

Want to connect? Start by commenting on others. For real.