BCW411: Five Things You Must Know about Email - Avoiding Misunderstandings
Five Things You Must Know about Email - Avoiding Misunderstandings
1: It’s Not What You Say It’s How You Say It
My father gave me some great advice as a child, "It's not so much what you say, it's how you say it". Although at the time (I was 8 years old) I didn't fully understand the implication of that statement, I have come to realize the wisdom of those words. My Dad taught me a lesson about how through inflection, the ultimate meaning of what I was saying could be completely different than the words I used.
2. We Need Verbal and Nonverbal Cues to Interpret The Message
Humans have a built in ability to read the emotions of others. When we speak to another person face to face, we observe their body language, facial expressions and size up the "emotional "state of the other person. Thus we can differentiate sarcasm, humor, annoyance from our conversations with others. But what happens when we attempt to convey our thoughts through text only?
3. People Are Ego Centric
Because we are all basically egocentric, we tend to read email from the emotional state we are in, rather than the sender. We have no visual or audio clues as to what the sender is trying to convey. Because email is a rapid form of communication, we tend to read it, and respond to it at times too quickly. It is so easy to fire off a short email, which may not convey your full message or meaning.
4. Almost Half of Email Messages are Misinterpreted
An article written in 2006 the Christian Science Monitor covers two researchers Michael Morris, and Jeff Lowenstein, who were performing a study of this very subject. A humorous side note to their research is the two had had never actually met, collaborated on the project via e-mail, had a falling out based on miscommunication from one of their emails. The study concludes that 56% of email is interpreted correctly by the receiver, yet nearly 90% believe they interpreted the message correctly. Those who use a phone call to communicate find a much larger degree of success in relaying their message to others, and the receiver correctly interprets the message 76% of the time. The study concludes, that though highly effective for multiple offer negotiations, email should be supplemented by phone calls so a rapport maybe constructed.
5. It’s Difficult to Build Rapport by Email Alone
Our business is built around providing Network Security and Email Protection products via direct sales. Each lead we receive gets a phone call,