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Put down the mouse and pick up the phone… January 17, 2012

Posted by TelUS Consulting Services in Social Media.

Email has fundamentally changed the way we interact with one another.  But an impersonal e-mail or instant message simply cannot replace live conversation. This especially applies when resolving a conflict or communicating an important business decision. Far too many people try to do sensitive business via email.  This is problematic because tone, urgency, sincerity and context are easy to misread.  In a live conversation, how one says something is as important as what they are saying.  Without inflections and intonations (the true heart of the English language), it is virtually impossible to understand the feelings andf thoughts behind the words.  In fact, email-based conflict usually escalates because you aren’t forced to be as thoughtful as you would be in a one-on-one conversation.

Next time you have a delicate or complex issue to discuss, take it from me, put down that mouse and pick up the phone.  Both you and your counterparts will be glad you did.

Joe Buck, NCE

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