We feel we are truly communicating with someone when we get their best attention and they listen to us. But when we feel we are not being paid attention, we feel ignored.
So, when we communicate, what matters is what we make our interlocutors feel with the way we communicate, which explains that people can more easily forget what we say or give to them, but not what we make them feel.
The way to give a correct message can have counterproductive effects, particularly if it is in writing, so many of the unproductive e-mail discussions that take place in companies could be avoided.
People are willing to accept many of the issues they receive in writing if they were delivered orally.
Of course, I imagine that right now you are thinking that those e-mail discussions are justified because they also cover the company’s need to leave a written record of what is said, and you are right, because many times it is essential to document communication processes.
However, e-mail communication in companies would be more efficient if work teams emphasized documenting the agreements and learning experiences that were obtained more quickly through telephone or face-to-face conversations.
In order to have productive and efficient written discussions or clarifications, people must have better writing skills to compensate the non-verbal clues that we normally use in face-to-face or telephone communication.
Our sensitivity towards written words...