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The above article emphasizes the importance of clear and intentional communication when using email for sensitive topics, ensuring your intentions are clearly stated to build credibility. It highlights the need to write with empathy, considering how your words might be perceived without visual cues, to foster trust in relationships. Finally, it advises adapting your communication method when emotions arise, switching to a more personal medium like a phone call or video chat to respect the process and maintain constructive dialogue.
Here are three (3) takeaways of the key points from the article, aligned with the CTR Factor fundamentals:
Credibility Through Clear and Intentional Communication: Build credibility by ensuring your emails are thoughtfully crafted with a clear and upfront statement of intent. When addressing sensitive topics, clearly communicate your purpose before delving into the content. This not only helps to avoid misinterpretation but also demonstrates your commitment to transparent and effective communication. By carefully considering how your message might be received, you increase the likelihood that your words will lead to productive outcomes and reinforce your credibility as a thoughtful and deliberate communicator.
Trust Through Thoughtful and Empathetic Writing: Foster trust by writing emails with empathy, especially when visual cues are absent. Since people naturally rely on facial expressions to gauge intent, it’s important to imagine how your words might be perceived from the recipient’s perspective. Take the time to rewrite your messages with their feelings in mind, ensuring that your language is both respectful and considerate. By showing that you’ve thought about how they might interpret your message, you build a stronger, trust-based relationship. This level of care in communication demonstrates that you value the relationship and are committed to maintaining a positive, respectful dialogue.
Respect Through Adaptive Conflict Management: Show respect for both the process and the people involved by being willing to adapt your communication method when emotions are at play. If you sense that an email exchange is becoming emotionally charged or if you feel triggered by the response, don’t hesitate to shift to a higher-bandwidth medium, such as a phone call or video chat. This allows for more nuanced communication and helps prevent misunderstandings that could arise from email alone. By choosing the most appropriate medium for the situation, you respect the time and emotional energy of all parties involved, ensuring that the conversation remains constructive and focused on achieving a resolution. This adaptability highlights your respect for the communication process and your commitment to resolving conflicts effectively.
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Joseph Grenny is the author of the New York Times bestselling book, Crucial Conversations. He is also the cofounder of Crucial Learning, a learning company that offers courses in the areas of communication, performance, and leadership.
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