“I wrote an email to a colleague the other day. A standard, straight forward update email. No fuss, no issues, no finger pointing. Just an update email. The response received was anything but standard. What the hell went wrong?” Has this ever happen to you? I know it has happened to me. We think everything is hunky-dory and without any warning we get side-swiped by an upset receiver.
These days we have communication devices and tools coming out of our ears. We have the ability to communicate with anyone, at anytime, at any place with a click of a few buttons, yet we seem to be getting worse with how we communicate our intended messages. Why?
I believe we focus too much on the quantity of our work, rather than the quality. In this case how many emails can I get rid of out of my inbox, instead of paying specific attention to the quality of the content, the quality of the message. By focusing on the quantity we compromise on the quality.
Here are some email communication tips that I’ve learned to appreciate, which may help you navigate through the communication mayhem of the 21st century and hopefully help you to focus on the quality of your emails:
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Moods and emotions – Before writing an email, check your mood. If you are writing an email in an emotional state, stop! Most of us know the rule of don’t send an email when upset, but it is surprising how many people don’t follow it and land up in hot water. If you need to get something off your chest, rather go and talk directly to the person, once you have calmed down and are more rational. This type of engagement is best done in person or if distance is an issue, over the phone.
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Read your own email – Once you have written the email, especially sensitive or important emails, don’t send them yet. Wait a little while, go back and re-read them. Does it communicate the message you originally intended or does it come across differently? Could it be misconstrued? If in doubt, ask a trusted colleague or friend to read your email and provide some objective feedback.
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Proof reading – While you are re-reading your email, please do a spell check. I’m far from being a grammar nazi and have I’m sure made many spelling errors in my time, but sending an email loaded with errors will annoy most people. Also, how professional do you come across if there are careless spelling mistakes?
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Ask yourself, “Does this require an email?”. Does the situation warrant an email, face-to-face or a phone call? Sometimes certain information is best verbalised. This way the person receiving the information can benefit from your verbal and non-verbal communication skills. The tone of an email can so easily be misinterpreted. Have the initial conversation face-to-face or over the phone and then confirm in writing.
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Be curious – If you are on the receiving end of an email, which on your first read, may be misconstrued. Ask yourself if the perceived tone was the intended one? Be curious. By opening yourself up to other possible meanings, it will help you to understand the sender. We don’t all think the same way, don’t assume that someone else understands your thinking or mindset.
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Follow up – Sending an email doesn’t mean that you are off the hook. If you have asked for something to be actioned in the email and the person hasn’t responded in good time, follow them up with a phone call. The email may have landed up in the junk box, or they may have overlooked it. Be the responsible one and follow up.
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Respond – Basic email etiquette. Respond to your emails. The acceptable time frame is +/- 3 working days. If you have failed to respond then apologise for your tardiness. Showing respect goes a long way.
Warren Buffet once said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” So, the next time you send an email, do it differently.
Nicole is a certified professional coach as well as a certified trainer, advanced assessor and coach mentor. Based in Auckland, she provides a range of coaching options, from individual business owner and management coaching, group and team coaching workshops to personal coaching. Her coaching practice is aligned to the ICF ethos and ethics. Need to hire a professional coach? Contact Nicole [email protected]
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