I’m sure you’ve been caught up in what seems to be an endless email string. It started off between two people and suddenly there is a host of folks chiming in. Or perhaps one of your team members forwards one to you and says something to the effect of, “see what’s going on?!”
If an issue, complaint, misunderstanding is heading down the email string path, stop it. Pick up the phone. Set up a Skype or Zoom meeting. Walk to their desk. Take them out for coffee or lunch. But stop the email string.
Communicate directly and clearly. The written word is powerful, but it all comes with inherent misunderstandings. Some read an email and pick up a certain “tone” in the words. Others read the same email and don’t. Others see an offensive approach while others don’t.
Jon Acuff in his book, Soundtracks, speaks of direct communication in a couple of ways that I have found to be helpful.
“Curiosity beats criticism.” “My predictions are positive.”
I have had team members and colleagues forward an email string. “See what they said to me?!” Curiosity can say, “Why are they communicating this way? What is the root cause of this issue? Have you talked with this person directly about this?” Encourage your team (and yourself) to lead with curiosity and not criticism. Seek to understand.
This then leads to Acuff’s other point. An email string can be wrought with assumptions. Approaching issues from the positive can begin to break down walls, cease accusations, and come to a common goal – clear communication that leads to results.
I challenge you (and me) to encourage direct communication. Far too much time and money is wasted on incendiary emails that contaminates the workplace. We’re better than that.