Effective Communication Strategies to Maximize Value from Expert Calls

It's rarely discussed how vital communication is during expert calls, but the difference between a good and an exceptional consultation will often come down to this.

Every expert call is a process of knowledge transfer that can either go exceedingly well or very poorly, depending on how we construct questions, listen, and process the information received.

When done right, this allows organizations to extract valuable insights from raw expertise. Conversely, poor communication could be the cause of the failure to acquire the vital knowledge sought.

Here are several aspects to focus on when building a communication strategy prior to an expert call.

Preparing for an interview

The groundwork undertaken before the call is just as important as the call itself. Unfortunately, organizations tend to overlook this aspect, which often leads to diminished returns on investment.

Let's consider what happens before you even dial into that expert call.

Set clear objectives

Companies schedule expert calls to address a variety of business issues. However, they often lack clarity about their objectives, which, in most cases, hinders their efforts.

Clear, well-outlined goals are the greatest ally. Instead of seeking ‘market insights,’ it is better to pinpoint the exact gaps in the organization's knowledge that need to be addressed.

This clarity will invariably lead to better and more useful outcomes from an expert call.

It is strongly recommended that time is spent on the consultation framework, which involves developing clear objectives for all call participants, mapping out knowledge gaps, and developing an approach to fill these.

Approach questions strategically

Preparing your questions should also involve a strategic approach. The most common structure for the sequence of questions is to start from a very broad aspect and then gradually narrow things down to the smaller details. This typically creates a comfortable flow that also allows an expert to understand your thinking process.

Consider this progression:

1. Begin with landscape questions
2. Move to specific market dynamics
3. End with detailed operational insights

Plan with flexibility in mind

In most cases, it is better not to try to create a packed and rigid schedule for a call with experts, as this could potentially have an adverse effect on what can be gained. Think about using the meeting agenda as a roadmap that will organically guide the conversation.

And don't forget to share this agenda with the expert ahead of time, as this can have a considerable impact on the outcome of the call. Not only does it allow the expert to prepare, but it also motivates them to bring relevant knowledge to the table, having had some time to think about it.

A few engagement strategies

So, let's take a closer look at what you can do when you're actually on the call with an expert. This is when the rubber meets the road and when many consultations either soar or stumble.

Active listening

Active listening during the consult does not simply refer to remembering information; it's about ensuring that you're fully engaged, asking the right follow-up questions, and realizing that certain ideas might require a more in-depth analysis.

Remember, your behavior, from your responses and questions to even silence pauses, can and likely will have an impact on the depth of the insights you extract during the call.

Here are a few things strongly recommended to do during expert calls:

1. Make regular verbal acknowledgments when the expert is speaking that keep the conversation flowing ("I see how that connects to...").
2. Consider introducing strategic pauses to give everyone the opportunity to process complex ideas.
3. Be on the lookout for ideas that might require additional clarification questions.

Building trust and rapport

It is important to mention that trust and rapport are much more than just social niceties; they are important strategic assets to ensure that experts are comfortable sharing candid insights and challenging assumptions.

It is vital for experts to feel understood and valued because they are then more likely to provide you with ideas that would otherwise remain unexplored.

Bear in mind that you may have multiple sessions with the same specialist. Therefore, building a strong professional relationship and maintaining rapport is crucial to ensuring continued access to their expertise. Every interaction is an opportunity to strengthen these professional bonds.

Good relationships develop through multiple engagements, and this is when trust and understanding will deepen with each conversation.

Conclusion

Expert calls are a valuable investment for any business, but simply scheduling one might yield helpful but superficial results. It is difficult to leverage decades of specialized knowledge without having a clear, in-depth understanding of the questions you want to ask and the strategic approach you're planning to take. Good consults are, more often than not, those that you prepare for, engage with, and truly participate in.

We strongly recommend taking the time to create a detailed plan of your approach in order to considerably increase the depth of the consultation and the return on your investment.