| I recall a former boss telling me (about 20 years ago) | | | | In any communication scenario where email as been |
| that he felt I was shouting at him by using upper case | | | | selected as the medium, a reliable tool can be helpful - |
| in response to his emails. Even though in my mind the | | | | here is The A5 Email Management Tool. |
| upper case was to separate my comments from his | | | | Aim - what is the objective, for information only or |
| and hence aid easy reading, I've not used it since. | | | | does it require action? |
| There is often misalignment with what we intend and | | | | Audience -who is it intended for and what is the |
| what is received. In the wonderful world of electronic | | | | rationale for each of the TO & CC audiences? |
| communication, the bad feeling that is produced by a | | | | Appropriate - how will the message be tailored so that |
| de-motivating email can spread like a virus. The | | | | it is appropriate for each recipient? |
| senders of these kinds of emails tend to fall into one | | | | Action - who needs to do what and by when? |
| of four groups: | | | | Accountability - who is going to make sure each action |
| Amiable Diplomat - Holes in the backs of trousers | | | | point is carried out in its allotted timeframe? |
| through much non-committal sitting on the fence | | | | The steps can be split into two parts: |
| Information Taxi - Forwarding emails without adding | | | | Before drafting, check Aim, Audience and |
| value and without getting too involved | | | | Appropriateness. |
| Railroader - Intense passion to push something through | | | | Before sending apply two final checks: |
| but no room upstairs for other opinions | | | | Action -have you made it clear who is going to do |
| Bad Cop - Using email to flex power muscles and | | | | what? |
| belittle others | | | | Accountability - if action is not carried out you will have |
| Of course like all behavioural models, these are less | | | | wasted your time |
| about fixed roles but more about styles that we can | | | | Organisations are littered with staff angry or upset |
| slip in and out of during the course of a working day. | | | | with a message that has arrived into their mailbox |
| Email is a warm and loaded gun - if you shoot | | | | which can have a devastating snowball effect on the |
| someone may shoot back. The speed of response it | | | | working day. A5 may help to be the preventative |
| encourages is often the very cause of the lengthy and | | | | whilst the cure is simply an honest conversation with |
| unproductive mulling that follows. | | | | the sender. In conversations of these kinds the past |
| Many an executive has sat seething over the contents | | | | can creep in and discolour the present. The HERO |
| of an email fired into her inbox, unable to work | | | | Model delivers the required pep talk for conversations |
| effectively until the effect has worn off. Many an | | | | that might otherwise be confrontational and |
| executive has sat mourning over the loss of dignity | | | | unproductive. |
| due to aimed criticism shared in front of a 'cc' | | | | Start with the premise that you are both Human with |
| audience. We have often learnt the hard way that the | | | | similar needs and concerns; |
| Internet's most powerful gift can easily become the | | | | Show Empathy and seek to understand the motivation |
| most toxic of weapons and needs to be handled with | | | | behind their behaviour. |
| extreme care. | | | | Demonstrate sincere Respect to the person whatever |
| So what happens when the communication process | | | | has gone on in the past. |
| that has begun between two associates breaks down | | | | Talk with an Openness that will build bridges and move |
| and action remains pending with no apparent sign of | | | | things forward. |
| progress? Radio Silence can be frustrating and | | | | Ask yourself: what can I do to improve this |
| although incessant chasing can work, sometimes an | | | | relationship? What would be the benefits of having this |
| alternative strategy is required. It could be a case of | | | | conversation? What are the costs of not having it? |
| varying the modes of communication, possibly the | | | | Communication Heroes can patch up relationships |
| approach or maybe it's a call to do something radically | | | | damaged by email, always achieving the best results |
| different. | | | | through the energy of conversation. |