Did you know that most misunderstandings could be easily avoided if one side or the other did not:
Do. Not. Assume.
Here’s a classic…
What is odd is how onliners do have the time to do certain things and not others, like reading an email in full and taking the time to understand intent. Or reading it aloud to make sure the meaning and tone are unmistakable.
We do both sides a disservice when we whip off a reply based on assuming what someone meant but didn’t actually type. Many times this creates a problematic situation that could have easily been avoided.
The other side then wonders why you responded the way you did. And in return, do the same. Before we know it, we have many unnecessary back and forths about something someone didn’t mean. Resulting in misunderstandings and hurt feelings.
Never assume; take folks at their word. And, if you type it, you had better mean it!
When unsure of intent, be pleasant and take the high road. Ask what someone meant before assuming, even if that means picking up the phone and asking before assuming.
When encountering a misunderstanding, it is imperative to include a greeting and cordial closing. The lack thereof only exasperates the situation because you will “sound” terse or upset.
Do. Not. Format.
Overusing formatting (bolding and red font color) causes an otherwise minor misunderstanding to grow into a full-fledged argument. Do not use bold or red fonts if you are unsure of the other side’s intent. Doing so will only cause unnecessary emphasis and exasperate an already dicey situation.
Take the time to make sure your intent and tone are clear without resorting to formatting. Then, read your email out loud before hitting send. You may be surprised at how your email can be perceived.
If you know the other side probably meant to be abrasive or argumentative — “kill” them with kindness. That will help to diffuse the situation. But unfortunately, there are times when you may have to compensate for others’ lack of effort to communicate with clarity by taking the lead.
Getting into the habit of integrating proper email etiquette into your day-to-day communications helps you easily avoid and dilute unnecessary misunderstandings. And set a good example in the process!
For more on avoiding misunderstandings:
- Email Assumptions = Misunderstandings
- Email Gunfights
- What They Meant Was What?
- Easy to Accuse and Assume in Email
- Look To Yourself Before You Accuse Others