Three Steps to Avoid Email Dys-communication at Work
by: Joseph J. Tomaino
Have you ever wondered how there can be so much communication about an issue and nothing ever seems to get resolved about it? One thing to consider is that much of the supposed communication about the issue is happening on email. It typically proceeds in this fashion: Someone identifies an issue and sends an email about it to the person who may be responsible for it, as well as copies to other individuals within the organization who may have an interest in the same topic. The person receiving the email may feel defensive or embarrassed at the public airing of the problem (after seeing all the cc's receiving the same message). Instead of addressing the issue, the receiver may move into a defensive posture either by denying the problem exists or forwarding the message to another person in the organization who can be put on the spot for the same issue. This person may respond in a similar fashion until a cycle of what I refer to as dys-communication is perpetuated. And the issue continues.
Here are some easy steps to avoiding dys-communication using email:
1. When an issue or problem is identified, use verbal communication (either in person, or by phone) to communicate the concern. This verbal communication gives the receiver the ability to clarify by asking questions, and gives the sender the ability to gauge the receiver's understanding and willingness to correct the situation. This communication should be done personally and not in front of others so as to avoid any defensiveness in the receiver.
2. Use email only to send factual information, such as memo's, meeting agendas, or other notifications that prior to the advent of email would have been done on a piece of paper. Send the emails directly to the persons who need the information. Use cc's only to send the information to someone who needs to know the information, but is not directly involved (e.g. the secretary of a person who will be attending a meeting should be cc'ed the agenda)
3. Never engage in a disagreement on email, and if someone sends you an email that annoys you, follow step 1 and communicate that annoyance in person-- not by email. Always pause before responding to an email, and ask yourself, "Am I communicating useful information, or responding emotionally to something I am reading?" If your answer to the later is "yes", then pick up the phone and call the sender instead.
Follow these steps and ensure that you will not be contributing to dys-communication. Encourage your co-workers and subordinates to follow these steps as well. You will be pleased with the results.
About The Author:
Joseph Tomaino is a patient care executive, educator, and consultant residing in Westchester County, NY. For contact info or to subscribe to free newsletter, visit www.continuingcareinsite.com.
© Copyright, 2006 All rights reserved, Joseph J. Tomaino, The Tomaino Group, 834 Heritage Court, Yorktown Heights, NY 10598
jjt3481@aol.com
March 2006
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