Preventing E Mail Conflict
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Transcript of Preventing E Mail Conflict
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Jason WrayBachelor of Individualized Studies
Business Communication
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What is e-mail conflict and how does preventing e-mail conflict relate to business communication?
Importance of effective communication in the workplace
E-mail vs. other traditional forms of communication
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The Problem The Research Question The Research Study The Findings Limitations Recommendations Further Research Challenges and Lessons Learned Conclusion
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Effective communication is important in nearly every business and organization
Popular forms of communication in the workplace include:
◦ Face-to-Face◦ Telephone ◦ Formal Letters and Memos◦ Fax◦ Electronic Mail (E-mail)
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1. Communication skills2. Honesty/integrity3. Interpersonal skills (relate well to others)4. Strong work ethic5. Teamwork skills (work well with others)6. Analytical skills7. Motivation/initiative8. Flexibility/adaptability 9. Computer skills10. Detail orientedSource: Job Outlook 2005 (Bethlehem, PA: National Association of Colleges and Employers), accessed
from www.jobweb.com/joboutlook/2005outlook/3a.htm with permission of the National Association of Colleges and Employers.
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Effective communication can add value to a business or an organization by:
◦ Increasing productivity and efficiency◦ Creating and maintaining personal, social, and
business relationships◦ Motivating and encouraging employees◦ Preventing and resolving interpersonal conflict
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◦ An average business executive spends approximately 75 to 80 percent of their time communicating
◦ Workers send and receive an average of 178 messages each day
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◦ 71 percent of managers use e-mail as their
primary form of communication
◦ Employees spend an average of 2.5 hours per day sending and receiving e-mails
◦ E-mail lacks certain properties that other traditional forms of communication posses which are critical to resolving conflict
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E-mails today are not typically written like the formal letters of yesterday
◦ Written quickly◦ Written carelessly◦ Written in the heat of the moment◦ Sent immediately without taking time to review
and revise the message
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This may contribute to: ◦ Message misinterpretations◦ Message misunderstandings◦ Unintended recipients ◦ Inadvertent insults or offenses ◦ Conflict in the workplace
According to Ting-Toomey and Chung, “Many people complain that they spend much time putting out the flame of a potential conflict because a sentence was misrepresented.”
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How can we inform those who communicate by e-mail that there
may be ways in which e-mail is written that can trigger conflict?
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Collected two separate sets of e-mails◦ One set of five e-mails resulting in conflict◦ One set of five e-mails not resulting in conflict
Evaluating the e-mails◦ looking for common factors such as words,
phrases, tones, and trends which may contribute to the outcome of the e-mail exchange
Charting the e-mails◦ Recorded common factors into charts
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Charting and Comparing the Totals
◦ Added up the totals from each chart◦ Created an additional chart to compare the
totals◦ Common patterns were revealed
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Tone of the e-mail has a major impact on the outcome of the communication exchange
◦ Use of friendly or informal tone never resulted in conflict
◦ Use of business or formal tone were less likely to result in conflict
◦ Use of sarcastic tone always resulted in conflict◦ Use of angry, negative, defensive, or accusatory
tone were more likely to result in conflict
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Who all is included in the e-mail also has an impact on the outcome of the communication exchange
◦ Conflict is less likely to occur if at least one coworker or faculty member is CC’d in the e-mail
◦ Conflict is less likely to occur if a supervisor or administrator is CC’d in the e-mail
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Unable to examine factors related to the individuals themselves
Unable to verify the writers intent and meaning behind the message
Unable to determine receivers actual interpretations of the e-mails
Unable to determine if there were any pre-existing conflicts
Context in which the e-mail was written is also unknown
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Increased education and awareness about proper e-mail etiquette
Training programs and workshops to encourage positive communication exchanges
General e-mail protocol or universal procedures for employees
A best practices program Include coworkers, administrators, and
supervisors in the e-mail exchange
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Does the number, or “rank,” of the CC’s make a difference?
Are there elements in an e-mail that can ensure that no conflict will occur?
What elements of writing and receiving e-mails should be included in a training module?
Are there specific situations when e-mail should not be used at all?
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Getting access to workplace e-mails resulting in conflict
Evaluating the e-mails without knowing the situation or history
Strategizing and developing a way to conduct a controlled comparison between the non-conflict and conflict e-mails
Be open-minded and patient!
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Importance of Effective Communication in the Workplace
E-mail vs. Other Traditional Forms of Communication
The Problem and the Research Study The Findings Limitations Recommendations Suggestions for Further Research Remember “Petey the Python”
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Adler, Ronald B., Jeanne Marquardt Elmhorst. Communicating at Work: Principles and Practices for Business and the Professions. New York, New York: McGraw Hill Press, 2008.
Friedman, Raymond A., Steven C. Currall. “Conflict escalation: dispute exacerbating elements of e-mail communication.” Human Relations. Nove 2003 v56 i11 p1325(23)., InfoTrac. George Mason University Libraries. 28 September 2007.
Ting-Toomey, Stella, Leeva C. Chung. Understanding Intercultural Communication. New York, New York: Oxford University Press, 2005.
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