Correspondence through the Internet, specifically the use of emails, has now become an essential technique in business.
While it is a very useful tool, there’s always the possibility of misusing it, causing misunderstandings and conflict.
That’s why it’s important to learn to manage email-based conflicts so that they do not affect professional relationships and productivity.
Understanding Email-Based Conflicts
Conflicts usually occur in emails because messages, or the tone used within them, can be misconstrued, and there is no instant response.
Top Factors That Lead to Email Disputes
Several factors contribute to conflicts arising from email communication:
- Lack of Tone and Context: It’s not always easy to fully grasp meanings and intentions without tone or the subtleties of facial expressions and hand gestures. This makes it easy for misunderstandings to happen.
- Delayed Responses: The greatest weakness of email is that the person receiving the message may take a very long time to respond, leading to frustration.
- Volume of Emails: This is especially true when one has to go through a large number of emails each day – employees can easily get overwhelmed and aggravated.
How to Handle Email-Related Conflicts
There are several approaches to managing the conflict that is bound to occur (at some point) when using e-mail.
To avoid these issues, take conscious measures to combat potential conflicts.
Tips for Clear Communication
- Use Clear, Precise Language: Avoid using relative, ambiguous terms and be clear about your requirements and expectations.
- Structure Your Email: Rely on lists and bullet-point formats when restating the key pieces of information.
- Proofread: Remember to check your email for any possible miscommunication and to ensure the tone you use is appropriate and respectful.
Example:
Don’t: “Can you manage this?”
Do: “Could you please finish the budget report by Friday?”
Timely Responses
They ensure proper solutions are provided in time, which can reduce the chances of frustration and misunderstanding.
Response Time Guidelines
- Acknowledge Receipt: Even if you’re unable to give a full response, let the sender know that you’ve received the message and give a time frame for when you think you’ll be able to get back to them.
- Set Expectations: Provide the usual response time to the recipients in order to keep their expectations in check.
Example: “Hi Tony, I’ll go through the document as soon as I can. Will get back to you tomorrow.”
Managing Tone
An additional consideration is that because the tone received in electronic communication, such as emails, may differ from the intended tone, care should be taken in the choice of words.
Tips for Managing Tone
- Use Polite Language: Using expressions like “please” and “thank you” can help remove some of the harshness or severity from words.
- Avoid All Caps: Writing in all caps sends a universal message – that you’re angry and shouting!
- Emojis and Exclamation Marks: Use them to give messages their intended feel, as well as to “soften” certain directions, but use them in moderation in professional settings.
Example:
Don’t: “Get that report to me by EOD”
Do: “Could you please send over the report by the end of the day? Thanks!”
Managing tone in emails is crucial to avoid misinterpretation; using polite language, avoiding all caps, and sparingly using emojis and exclamation marks can ensure your words are perceived positively.
To avoid further issues, make sure you also take the security of your reports and other digital data seriously while emailing them to your coworkers. Click here to learn more.
Conflict Resolution Steps
If a conflict does arise, following a structured approach can help resolve it effectively.
Conflict Resolution Steps
- Identify the Issue: Clearly define what the conflict is about.
- Acknowledge Feelings: Validate the other person’s feelings and perspectives.
- Communicate Directly: Consider switching to a phone call or video chat to resolve misunderstandings.
- Seek Solutions: Collaborate to find a mutually acceptable resolution.
Example
- Issue: Misunderstanding of project deadlines.
- Acknowledge: “I understand that the email might have caused some confusion about the deadline.”
- Communicate: “Can we discuss this over a quick call to clarify?”
- Solutions: “Let’s agree on a new deadline that works for both of us.”
Conclusion
Managing email-based conflicts requires clear communication, timely responses, and a mindful approach to tone.
Implementing these strategies can reduce the likelihood of misunderstandings and effectively resolve any conflicts that arise.
