It’s so easy to misinterpret what others say – everyone, no matter how hard you try not to, makes subconscious assumptions about what others already know. We use it as a starting point for where our email or chat begins. We use it when we decide what kind of context is going to be wrapped around the conversation. Even more importantly, not everyone went to the School of Writing Email for Business Communication, and there are about a million things that can be cause for misinterpretation – from one’s general writing style to one’s phrasing.
While I am a huge proponent of keeping logs and threads so you know exactly what transgressed, I have found that the best way to skip over the back and forth is to simply pick up the phone. The trick is to make sure you have an email go out directly after the call that identifies what was discussed as well as any action items agreed on. That way, the right people are still clued in and if any followup needs to happen, it’s in writing and you can continue on your way with having a paper trail. This works internally, with customers, and in your personal life. Customers will appreciate that you reached out and you’ll be a hero because the issue will be resolved quick-style.
Give it a try.
Happy Friday, all.
Annie
Annie Tsai 