Just the Facts, Ma’am
When people are overworked and stressed out, it’s always good to bring up pointers on how to avoid fights — just in case. Ed Muzio of Group Harmonics recently made some fine points on the topic of email.
As anyone who uses email frequently can attest, it can be fast, flexible and highly combustible. Muzio explains that the reasons predate email, going back to communications studies in the 1960s showing:
- 55 percent of communication is visual,
- 38 percent is conveyed through tone, and
- 7 percent of communication is in words.
For example, Muzio says, take this sentence in an email: “I didn’t say you have an attitude problem.”
Being an email, you don’t have visual or tone. Did the sender mean “I” didn’t say it, or that “you” don’t have the problem, or was the emphasis on “attitude,” (meaning you have a problem, it’s just not an attitude one). Depending on how the reader interprets that simple sentence, you could get anger, hurt feelings, or relief.
Instead of emailing, if you call the person on the phone, then communication becomes 7 percent words and 38 percent tone, for a vastly improved 45 percent. If you visit the person’s cubicle face-to-face, communication gains the final 55 percent in visual cues.
Because emails can be fraught with danger, Muzio advizes refraining sending them when you need to communicate emotional content or something sensitive. Stick with facts and data whenever possible.
