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The benefits and pitfalls of the written word

May 24, 2019Lori Rohrbach

“Always get it in writing — and never put anything in writing.”            

I received this guidance early on in my career from a seasoned professional. It initially confused me because the first part seemed at odds with the second.

Do these twin pieces of advice actually complement each other, and do they hold up in today’s world? I’d say a resounding heck yes to both — and here’s why.

So many encounters in business and personal life get messy due to unclear communication. There are a host of logistical and psychological reasons why some people have trouble communicating through spoken language. Many also have difficulty expressing themselves effectively in writing, but at least it’s easier to get clarity when you have an email thread or group chat to refer back to. Memories of conversations are notoriously fickle.

That’s why it’s a good practice in life to jot down what people say whenever possible — and that’s now made a lot easier with the constant presence of mobile phones and other devices. Following up an in-person or phone conversation with, “Hey, I’ll send you a summary of what we talked about so you can tell me if I got anything wrong” is a simple way to confirm understanding. It also lets people know how their words were perceived and reminds them what they committed to doing.

If you’re uncomfortable asking for people to put things in writing because you’re afraid of seeming incompetent or overly formal, there’s nothing wrong with just saying, “Can you please shoot me over a message reminding me what we talked about and agreed on? I have so many meetings that I want to make sure I don’t mix things up.” Or some variation of that. Having things in writing helps hold all parties accountable for their words and avoids misinterpretation.

Now on the flip side, we need to be VERY careful what we put in writing. Expressing an unkind opinion  about someone, requesting inappropriate special treatment or lashing out before thinking through what we want to say and what the consequences might be… we’ve all been there, and it rarely has a good outcome.

As technology has made all too obvious, everything you commit to in writing — in texts, emails, intranet communication, blogs, social media posts or good old-fashioned paper documents — will likely live forever. “Private” messages are rarely private knowing that they can be screen-shotted and shared, hacked or accessed by someone operating the message medium itself.

So even in today’s jacked-up, overstimulated world — when time is precious and it’s all too easy to shoot out your thoughts in seconds — it’s best to think carefully about every word you commit to posterity. A little caution, self-control and diplomacy never hurt anyone! (Now if I could only follow my own advice…)

Author: Lauren Somers

Previous post Mind the Millennial Mindset Next post 6 Tips for Writing Concise Emails

Eight Work-From-Home Etiquette Tips

Eight Work-From-Home Etiquette Tips

 

Whether telecommuting is old hat or something you’ve been forced into as part of the COVID-19 shutdown, here are a few tips to make the experience run smoothly for both employers and employees.

 

Managing expectations

Successful work-from-home strategies always begin with clearly communicated expectations. Make sure your employees have any necessary equipment, tools and resources.  Will they need to track their time? Participate in regularly scheduled meetings? Be available at certain times of day? For employees, know what you’re accountable for and clearly communicate any challenges you’re having.

 

Constant communication

Keep the lines of communication open and be accessible. Check in with employees regularly through apps like Slack, Microsoft Teams, Google Hangouts and Skype, or even an old-fashioned email or phone call. Be genuinely interested in how they’re doing but don’t overdo it. Foster a feeling of trust by not micromanaging.

 

Nine to five…ish

While having a daily schedule is ideal, it may not always be practical right now. Make sure your people know when you need them to be available and try to offer flexibility at other times. They may be juggling school schedules as well as work schedules and working at “off-shift” times may be necessary. Be mindful of employees in different time zones as well.

 

For employees, try to work when you’re at your best, and not when you’re exhausted by kindergarten playtime and fourth grade math. Make sure people know if you will be unavailable at certain times.

 

Taking a break

Getting up and moving clears the head and helps with creativity and problem-solving. Whether it’s a walk around the block or a break for lunch, make time to get away from your desk throughout the day.

 

Signing off

Working from home does not mean being available 24/7. Set an actual end to the workday if possible. Don’t send and respond to messages at all hours. Sign out of messaging apps and close work programs. Understand and respect these boundaries.

 

Location, location, location

When setting up a home office, think about where you will have the fewest distractions – for yourself and for those who may be seeing you and your background on a video conferencing platform. Try to avoid busy spots that may include semi-clad people walking behind you, barking dogs and kids vying for your attention.

 

Conferencing and calls

Be clear about whether you expect people to turn on their cameras during meetings. If so, be clear about how they should be dressed. During calls, mute your phone when you’re not talking to avoid background noise. Headphones can also help with call quality. When speaking, pause frequently so others can participate in the conversation.

 

Social engagement

It’s ok for managers and employees to have some down time together, which may help ward off feelings of isolation. Keep up your normal level of interaction, perhaps with a virtual coffee break or happy hour. Managers should set the tone for how casual to be. Let employees choose what they would like to share, and never pry into areas that were off-limits before.

 

 

Author: Erin Alderfer

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