SuperVision

Bad communication in organizations pre-dates modern technology, but e-mail, for all the good it does, has added challenges.

• Introverts may find it much less draining on their energy than "working the room," and over-rely on it.
• Extroverts may send overly-wordy messages, since they like to think out loud and share - even with folks they just talked with!
  
• Angry folks may rant-and-send fightin' words, without thinking first, and without looking another person in the eye to resolve a conflict.
• Work-avoiders may use it to bounce responsibility around to others.

I''ve written before about the many misunderstandings e-mail can cause. Today, I'd like to narrow the focus to one area - and offer an easy solution. Let's focus on how easily even the best bosses can send hidden messages they never intended at all.

Here's the scenario:
You're the boss. You get this e-mail from one of your mid-level managers. It reads:

You, the good and very busy boss, want to get a reply back quickly. Pressed for time, you dash off your reply:

And that, my friend, is how hidden messages enter our e-mails. Let me explain -- click on the video:



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Maybe your people know you well enough to know your tone. But don't assume that. In fact, research says people try to analyze the motives behind the words and actions of others, and when they do, they're often wrong. (It's called "attribution theory.") Moreover, they may make their guesses through the prism of their worst fears.

Now, you may say "I can't be responsible for somebody else's anxieties." In fact, as the boss, your ability to anticipate those very concerns will help you become more effective. And in this case, the solution is really easy - and won't take but a few more keystrokes in your reply.

Think of the first words in your e-mail message as the "tone setters."

Your opening words become the theme music for your message. They clue the reader into how to accuarately interpret even the few words that may follow.

In our scenario - assuming you want the message to be short and positive: "Joe rocks! Fine." or "Loved the work. Fine." Making it just a little longer can do even more. It can also telegraph concern. "If you think we're covered for breaking news, then I trust you. Fine."

This approach can work for all of your e-mails. Use your first lines as tone-setters, as theme music, for the rest of the message. That will help eliminate the hidden messages you never knew you were sending.