Throughout my years in business, I’ve witnessed many changes in how we communicate. In the past, the main ways to communicate were phone calls or formal letters. Now, we have various options like email, texts, and social media platforms such as Facebook, Twitter, and LinkedIn.
Determining what form of communication you should use with a particular business associate is where the art form comes in. Not all people respond to all forms of communication.
Making a mistake in this sensitive area can cost you business or paint you as a pest or worse. In the initial stages of a business relationship, I will sometimes ask blatantly what type of communication the person prefers. Once knowing that, I will respond in kind while making a mental note that this is the best way to communicate with this person. Some people are open to multiple forms of communication but prefer different forms depending on the situation or urgency. For instance, if we are on deadline on a project, I will probably call because a call cannot be filed for later and then forgotten like an email.
Around our office, I hear frustration all the time about how so and so hasn’t gotten back to me despite three emails urging them to do so. Or I see long strings of emails with 7 responses each going back and forth about some minutia that could have been handled with a two minute phone call. I will often call out when I hear the cries of frustration, “That’s a phone call!” meaning pick up the damn phone and solve the problem. We have all seen how emails can be misinterpreted either positively or negatively. We read and re-read the note adding narrative where none exists, emphasis where it is not placed or compliments where they were not paid. Phone calls dispel much of that. We learn much from intonation and inflection. A video Skype call is even better because now we have the addition of facial expressions.
Of course I always preach that face to face in person is best. If there is friction, a face to face meeting has the best chance for alleviating the tension. If things are going well, a face to face meeting will reinforce the positive feelings.
The key is developing that seventh sense that tells you which communication device is right for which person. It’s a learned art form and one worth learning early in your career.
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