Have you considered how much time you spend reading, writing, and second-guessing email and chat at work? A 2018 Adobe study found that we spend 3 hours daily on email, not including chat. It’s also one of the main areas where we see conflict at the office. So, how can you improve your email etiquette?
According to Preply, email is the preferred communication channel at work, at 86%, followed by direct and text messages. Email also leads as the channel with the highest miscommunication rate, at 87%, again followed by text messages and chat. And a Myers-Briggs survey found that managers spend almost an hour daily dealing with conflict situations.
It’s no surprise that nuance and intent are lost in these communication channels. There are no non-verbal cues to read, such as intonation or facial expressions. With the move to hybrid and remote working arrangements, written communications will remain strong, so it’s essential to consider ways to improve your email etiquette and reduce the stress associated with email, text, and chat.
A recent article in SHRM shared tips from experts in conflict management to reduce conflict in email.
Reinforce the importance of teamwork
According to Human Resource Blueprints owner and president Sue Haywood, it’s important to remind everyone that they’re all working toward the same goal. “The overriding goal of any workplace is for people to work together to create value…Keep reminding people that they should respect and leverage each other’s different areas of expertise and manage any conflicts as they arise.”
Talk about communication styles
Understanding that everyone has a different style of communicating is essential. Some personality tests, such as the Myers-Briggs type indicator or Enneagram, can help people understand their communication. Be aware of your email communication style, said Richard Birke, chief architect of JAMS Pathways, a conflict resolution firm, “perhaps by asking others for feedback and having a conversation about differences.”
Wait before you hit send, and consider using AI
If you’ve had a long day or are unsure if the email will land how you want it to, review it, even if it means waiting a day to send it. AI tools can also review your email and recommend different ways to express your message.
Be intentional about relationship-building
By becoming more self-aware and building relationships, you can reduce the probability that your words will be misunderstood. Creating trust and being open with your colleagues will also help when a conflict arises.
Enforce company policies without exception
Ensure you know and follow your company’s conflict management policies when a conflict arises. Be honest, open, and direct so everyone knows how to proceed.
Keep your email structure simple, and be ready to pick up the phone or meet in person
One way to reduce the chance of conflict is to keep your email focused on the specifics. If you’re unsure if something should be included or you’ve had several back-and-forth responses, either meet the other person face-to-face or pick up the phone.
Teach conflict management skills
HR leaders can be proactive and make conflict management skills one of their annual training initiatives. Just like sexual harassment and DEI training, there are tools for employees to handle these types of situations better.
Hire for emotional intelligence
Another HR opportunity is to look for emotional intelligence and soft leadership skills during the hiring process. The Navy Seals have a saying: slow is smooth, and smooth is fast. Instead of reacting quickly to a perceived slight in email, take a moment, think about what the sender is trying to achieve, and then respond, either in writing, on the phone, or in person. By giving yourself the time to be deliberate in your response, you may be able to avoid conflict altogether.
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