Ask Miss Management

Bad Dog Emailer

 

Hello Readers and Twitter Followers!

It’s been awhile since my last blog posting so I apologize.  Today I am writing about something that is really buggin’ me. First, a little background. There is a generation of young professionals in the workforce that has only ever communicated electronically.  I started business communications on a typewriter – can you imagine a time when there was no spell check, delete, and backspacing to correct a typo only erased a few letters? How about White Out and correction tape! For those of you who do not know what a typewriter looks like, I have inserted a picture.  

 

In those days the most common form of written internal, and sometimes external, communications was a memo. The memo (short for memorandum) varied some but generally had a pretty standard format:

MEMO (document title)

Your address

TO:

FROM:

RE: (Regarding or subject)

DATE:

Introduction

Text – blah, blah, blah

ATTACHMENTS

CC: (Stands for carbon copy – left over from the ancient use of carbon paper used for duplicating letters and documents) – names, and professional affiliations on external memos

Does this look familiar? Is should all the same components are in an email format but switched around a little. So email has the same components but not used with the same formal etiquette. For the benefit of those who send emails but have never sent memos, here are some tips, some of which can also be found in previous blogs.

ADDRESS: Regarding your address, when sending a business or professional email make sure to use a professional sounding email address, especially if you are applying for a job. Do not send a cover letter and resume from an email address like poledancer562@... unless that is the type of work you are looking for of course.

FROM: This is automatically transmitted as your email address.

TO: Now this is critical – emails are sent to the person or people from whom you expect a response, are issuing a directive, or need the information directly.

CC: People are cc’d for information only – to be kept in the loop. IF you are on the cc list as an email recipient then technically you should not feel compelled to respond, just file the information. If there is something egregious in the email that you cannot keep silent about , then respond ONLY to the sender and let that person figure out how to make corrections if necessary. This is not your email. In the olden days we could not just push “reply all” and throw in your 2 cents so don’t do it now unless totally appropriate.

BCC: I prefer not to use “blind carbon copy” unless instructed to do so.  Plain and simple it is not good practice because it is sneaky, cahootish, and will more than likely bite you at some point. Make sure if you are using a bcc that you completely trust the person you are bcc’ing. BTW-this is my blog so I can make up words if I want to! Don’t bcc, just forward me the correspondence if you can’t list me on the cc line.

So back to what is buggin’ me. I received an email last week from a junior staffer in which I was the cc and everybody else, who was ever involved in the project , PLUS my supervisor were listed in the TO: line. The email was for me and started, “As I said before…” Ok – this is bad dog! First, the email should have gone to me with the current people involved in the project cc’d. My supervisor should not have been on the distribution list and you should not start an email with a reprimand unless you are the boss AND it is the 3^rd or 4^th time you’ve had to ask for something from a subordinate – even then I don’t scold anyone publically.

The person was making a good suggestion but presenting it badly, and actually, what he suggested was already done. When crafting emails, get into the shoes of the main recipient (s) and try to understand the impact of your words on them, and remember the words represent who you are professionally and personally. I got this email a week ago and I still have a bad taste in my mouth, and am certainly hesitant to include this person on future projects/communications. You will never make yourself look good by making someone else look bad – NEVER! So don’t do it.  

Let me know what your communication issues and challenges are!

Miss Management

r u kidding me right now

I received a resume from a recent college graduate who used texting language in the cover email. "I" was not capitalized and the word "you" was not spelled out. Guess what I did with that resume? No way was I even going to look at it. No, no, no - if you want to project a professional image then present yourself professionally. I've said this before, especially in this economy when there is more competition for fewer jobs, you do not have the luxury to be anything less than spot on perfect with your cover letter, cover email, and resume! All the tools you need are literally at your finger tips - spell check, grammar check, and free resume and cover letter samples on the Internet. Project a bad first impression and you are finished in my book - don't care where you graduated from or what experience you have had! I'm surprised the email wasn't signed, " ttfn."  LOL!

Distinct Email Styles - What is Yours?

Most miscommunications result from misunderstanding the tone or meaning of an email.The recipient can’t hear the voice or tone within these written exchanges; and recipients correctly interpret emails only about 50% of the time (Kruger & Epley, 2005). This often leads to misunderstandings, ill will, and the disintegration of trust and connectedness – all of which, if not managed or mitigated, negatively impact relationships and ultimately erode productivity.

How email-styling helps managers

My recent study1 analyzed the content of over 300 business emails submitted by 32 managers from a variety of organizations. It concluded that recognizing an employee’s email style and writing or adapting emails accordingly benefits managers in a number of ways, including: eliciting more responses and fewer reactions; showing respect to those of differing styles, for example “asking” rather than “telling” those who are less assertive, or focusing on business topics rather than personal topics with those who are less emotive etc.; communicating interpersonally, using social cues that increase the comfort level of the employees; and helping develop and strengthen professional relationships with off-site staff.

Visualizing the sender and recipient

One way to improve email communication is to first think about the person receiving or sending the correspondence. Try to visualize that person, put on their persona and hear their voice.

Writers set the stage with positive or neutral-sounding subject lines and try not to put the person immediately on the defensive.

Identifying the predominant email styles

The key for managers is to recognize each employees' e-style and then craft emails at appropriate assertive and emotive levels.

Straightforward employees often use short or no greetings or closings and get right to the point. They rarely mix professional with personal

conversation but if they do, the personal comments like “How are you and the kids?” are at the end of the email. They "tell" more than "ask".

Communicative employees will often present several topics in one email. They like to brainstorm, often write emails that are disorganized and verbose, use greetings and closings, and like emoticons and exclamation marks. They also "tell" more than "ask".

Logical employees are apt to be slow in responding, often ask for more information or clarity, usually use short or no greetings or closings other than names, prefer to speak of specifics rather than to brainstorm, and will present information in a well-organized format. They "ask" more than "tell".

Supportive employees use greetings/closings, will talk as much about you as themselves, are laid back and easy to direct and redirect, will usually "go-with-the-flow" putting other’s needs ahead of their own, and will ask questions in response to questions for example: “Where do you

want to meet?; “Where do you want to meet?” They too "ask" more than "tell".

Tips for recognizing email styles

With practice, identifying and adapting to an employee’s style can become automatic. Here are some clues:

Straightforward employees are more assertive and less emotive, so craft emails that start with the bottom line and do not refer much to people and feelings, but rather to impact, results and consequences.

Communicative employees are more assertive and more emotive; write emails with energizing words that appeal to and challenge these out-of-the-box thinkers. Use a balance of directness and friendliness.

Logical employees are less assertive and less emotive and generally require lots of facts and figures. So leave the bottom line for the end of the

email and be very precise with word choices.

Supportive colleagues are less assertive and more emotive; write emails that are friendly. Make suggestions rather than issuing directives and show your appreciation.

Email style test

Here's the same subject line written in the 4 different styles identified above – can you tell which style is being addressed in each different line? To confirm your answers send me an email – dr.firari@yahoo.com

a. Do you have time today to update the State account report?

b. Tell me what’s new and exciting about the State account.

c. Will you send current report on the State account metrics by COB?

d. Send update on State account today.

When desiring to communicate most effectively, it's not as important to correctly identify the styles of others as it is to have the knowledge that others have different styles to which you can adapt your communication.

Reference:

Email in Style: Improving Corporate Email Communications with Employees at Remote Locations: A Quantative Study. Firari, F. October 2007.

 

The Skill of Reading Emails

Most people do not put the same effort into reading emails as they do writing them. Or should I say, most people do not put much effort into reading or writing emails. How many times have you regretted pushing the send button! Email is a great venue of putting your foot in your mouth and once it hits the cyber waves – there is no taking it back. I once sent an email as a “reply all” in which I criticized someone I didn’t realize was on the distribution list – not a good feeling! Well, imagine being on the receiving end of the email that should not have been sent.

Reading emails as they are intended to be read and without misinterpretation is not as easy as reading into emails. We all have our own filters, and reasons for or ways of interpreting what someone is saying. 50% of emails are misinterpreted! What is difficult about emails is that they lack the verbal and visual cues we are so dependent on when we communicate face-to-face.

So here is my number one recommendation for minimizing reactions to what at first glance reads like a negative email. Hear the email sender’s tone of voice as you read their email. This will help diffuse emotions triggered by the content of poorly phrased or quickly written emails. Also, read the email 2 or 3 times and accent different words to make sure you understand the real intent of the message. For example, read through number one, “Where are you – your itinerary is not on the calendar?” Read through number two, (hear the voice!), “Where are you - your itinerary is not on the calendar?” There is a very subtle difference which changes the meaning from “I need to know where you are at all times!” to “Are you around today?” My third suggestion is to reread emails that trigger emotion, an hour or two later or once you have calmed down.  If you are still upset then email a request for clarification or pick up the phone and talk to the sender directly. Going back and forth with pissy emails can result in what is called a flame war or worse, permanently damage your relationship.

Are You "Sending" the Right Email Message?

What does it mean when a manager/executive doesn’t respond to emails? They have other priorities! Is that the email message they REALLY want to send?

A reader wrote:  I’ve been working on a project that has been labeled as high priority. I don’t have the authority to submit the program plan to the client, yet I can’t get upper management to critique or bless it either.  I have sent numerous emails and not gotten any responses, however, I have been copied on emails sent by these important decision makers on lesser issues. I am very frustrated with this situation.

I agree that this is a frustrating dilemma, especially when you are accountable but not empowered!  My question would be; how does management define “high priority?” Seems to me you’ve done what you can do, hopefully stuck to an agreed upon schedule, so now you will just have to wait. I have a friend who described someone as a person who gently applies relentless pressure. I think this is a good tactic for you to use to keep your project in front of the bigwigs without becoming obnoxious. Keep a copy of the email thread of your reminders in case someone questions the timeliness of your submissions.

Managers, keep in mind that when and who you respond to via email sends two messages. One message has written words and the other has unwritten value judgments. If you do not send timely responses – even if it is to say you won’t get back to the person until next week - or any response at all, then you are devaluing the contribution of the sender.  Sometimes this is fine, especially if the email is anecdotal or simply informational but if someone is depending on your response then it is very unprofessional not to respond. In essence you are stating that the email is not as important as other tasks and activities. So just make sure that IS the message you want to “send.”

 

twitter

Now you can follow me on twitter at http://twitter.com/MissManagement - see you there!

The 4 Rs of Employment in a Recession

 Here are some tips for holding on to your job when others are getting laid off. The first R is reiterate - your skills and value. If you have skills other than those needed for your job you should bring them to management’s attention. For example, you know how to develop and deliver training curricula on topics relevant to staff development; you work in accounting in payables and receivables but also know how to prepare a budget forecast; your company writes grants and proposals and you are an excellent editor; or you work for information technology support and can write Sequel. Perhaps you have a new supervisor who does not understand what your job function entails, the number of years/type experience you have, and other things you bring to the workforce. Don’t wait for him or her to approach you – set up a meeting to introduce yourself.

The second R, reinvent yourself at work. Figure out where the gaps are in the workload and offer to fill the ones you can, especially after someone is let go. The more new work you take on, the more valuable you are. Perhaps there are skills you have that no one knows about. Offer to help with additional tasks and volunteer to pick up slack.

The third R, resist the water cooler conversations. At a time when productivity and a “shoulder-to-the-wheel” attitude is critical, don’t spend time at the water cooler or in the break room complaining, kvetching about your job, or lamenting the unfairness of it all! Don’t fall into that trap, avoid the pity parties, and gossip sessions. Trust me, those who are digging in and working extra hard are the least likely to be released. Additionally, get to work, on time, everyday no matter what. This economic downturn is real and it is also an excuse for management to cut deadweight - in the name of downsizing of course. As a manager I am watching who is working hard and who is not. Remember, the IS department can peek into your computer to see what you are doing, and can check Internet history to see what you’ve been up to. I’m telling you that if you are not flexible and adaptable you are out. Be smart and rise above the fray – set yourself apart.

In the event you believe you ARE going to lose your job then be proactive and the fourth R is regroup. Is your resume updated and professional looking, is it posted on Monster, craigslist etc.? What are the emerging industries, how can you gain entrance into those fields, and what kind of training can you get. Don’t waste time and energy on negative activities, think out of the box and explore all opportunities. This is your chance to take your skills and experience to a new company or industry. Don’t wait for the ax to fall – get started now on your employment plan. Unemployment compensation doesn’t last forever and it’s much easier to get a new job when you are working rather than when you are not. Read the handwriting on the wall and if it looks like you are going to lose your job, don’t let fear paralyze you, put your plan to work.

If have already lost your job or know someone who has, check back soon for some ideas on what to do. Also, you can now follow Miss Management on twitter, http://twitter.com/MissManagement.

FFFFFear of PPPPPublic Spppppeaking?

Hello Dear Readers,

Do you sweat, have the urge to dash off to the bathroom - AGAIN, get dry mouth, wiggle, giggle, pace, stammer, shake, jingle change or play with the keys in your pocket, continually apologize, and/or speak very quickly in hopes of finishing your presentation in record time? You are not alone!

                            

I've read some very good advice and some very scary advice (like take drugs, drink 3 beers first, be yourself and wing it!) on the topic of public speaking. What I haven't seen much information on though, is the need to understand what "fear of public speaking" means to each individual. There is no one-size-fits-all cure to overcome this fear, that's why different techniques work for different people, not all fears are the same. What is important is to break down the cause(s) of the fear and then address them in ways that make sense. Fear can result from many things including - inexperience, not knowing the audience, staying on track, remembering your material, presenting the most valuable information, answering questions, image, credibility, intimidating people in the audience, and so on. Miss Management suggests working with a coach or mentor; and/or attending an interactive, small group workshop with the goal of first learning what specifically you are afraid of and then focusing on techniques for overcoming your specific fears. Some techniques, conduct an audience analysis before you prepare, use bullets on a PowerPoint to stay on track and to help you remember, wear appropriate clothing for the group so you fit in, introduce yourself in a way that establishes you as a subject matter expert (never assume your are the only SME). Also try videotaping yourself; know your audience, prepare and practice, and plant someone you trust in the audience to give you feedback for further improvement. Number one rule: if you screw up - don't confess, no one knows except you! And finally, start small if you can - ask questions at meetings, offer your opinion at public forums, volunteer to introduce speakers or make announcements to groups. If you have specific questions on public speaking or other business related issues ask Miss Management. You can do it!!

Signed,

Miss Management

Whiner is Just Two Letters Different from Winner!!!

Dear Readers,

I was just on a Monster website and read one continuous thread of a pity-party. I have not seen so much wine since my last trip to the vineyards! It started with someone complaining that after 21/2 years at a job they were not given a promotion, for the 2nd time! One of the the other winers advised "quit right now!" What? Are you kidding me?! Maybe if winer one could get through the interview without projecting their 'I deserve this promotion' persona, the hiring manager could concentrate on their skills and year, I mean years (after all 2 does count as more than one) of experience.

You know, if people would just put their energy toward making self-improvements, and going the extra mile because it is the right thing to do and not just to get noticed, then workplaces would be so much more productive. Think about it, you start thinking about your wine, then you start talking about your wine, then you get others to commiserate and perhaps share their wines, all of which somehow seems to legitimize the plight of the winer. It is highly unlikely that you can wine yourself to the top like a vine in a vineyard. My advice, get rid of the sour grapes and take a good hard look at why others with many more years of experience are not giving you promotions. My guess is that you are making a very big contribution to your going nowhere. Also, pay your dues and the promotions will come looking for you!

There must be a catchy saying about Winer Being One N Away from Winner, even though without poetic license the word is spelled whiner; and imagine what we could do with wiener and winner...

Signed,

Miss Management

Miss Management Advises Regarding the Timing of Emails

My other reader (if you tell others about this blog I will have more than 2 readers!) asked:

How do you suggest handling an issue among co-workers that has the chance (likelihood?) of getting sticky? Is using a carefully written email covering all your bases a good idea?

Without asking several other questions to get more information, here's what I think. An email to several people could make a potentially bad situation worse if it is mistimed. If you are the person in authority I recommend first meeting with each person, briefly, to get their perspective on the issue(s) and then aggregating the information, as if pieces of a puzzle, to form your email. This approach has a number of benefits, including: showing respect to each person and validating their perspectives; getting the most information possible and eliminating bias to help craft your directive – you’ll be surprised at what you didn’t know or what you assumed to be true that isn’t; and you will get more buy-in on your directive because everyone will have had influence in your decision. I know this will take more time than banging out an email telling staff how things are going to change but the positive effects will be long-term. Everyone needs to feel valuable and contributory, and to have their voice heard – it is human nature, and inexpensive. One caution – do not lead anyone to believe that you are siding with them – simply listen, ask questions for clarity, and thank them for meeting with you. I hope this is helpful and would love to hear back from you.
Signed,
Miss Management

Tell your friends and coworkers about Ask Miss Management and visit my web site at http://per4mance1.com.

Miss Management Responds - Email Miscommunications

One of my new readers, or I should say at this point, one of my only readers made an insightful and poignant comment regarding the of the written word versus the spoken word, in reference to one of my email tips. Here's what Steve wrote and how I responded. What do you think?

Seems like common sense, but many people do not know or understand the impact of their communications. Verbally we absorb more through tonality and body language than the actual words we use. Imagine how awkward it is to take all those inputs and minimize them in favor for the written word. No wonder we misunderstand e-mails!

Steve

Dear Steve,
This is a very interesting and quite complex observation. Although you did not ask a specific question, I still have an opinion - of course! I am an email addict (my boss once tried to reform me by taking away my authority to send emails but it didn’t work and he caved), and I do not like to pick up the phone to place or receive calls. Because this has become an obsession of mine and a trend in corporations, I conducted doctoral research to find out if there are social cues within emails that compare to such social cues in face-to-face or voice-to-voice interactions, like you mention, of tonality and body language. The good news is that there are indicators within emails that can help you understand where people are coming from and will help reduce misunderstandings. The keys are in understanding what email styles or ‘e-styles’ are, how to identify them, and then learning to tailor your correspondence to accommodate the e-styles of others; AND it is not that hard! The bad news is that learning email tailoring or “styling” is one-sided until everyone understands the value and learns the concepts, to reciprocate.

I hope to have my work or portions of my work on this topic published soon so stay tuned for more information. In the meantime, try to be cognizant of the impact of the e-messages YOU send by trying to visualize the people you are corresponding with while writing emails; try to receive emails without running them through too many of your personal filters; and listen for sender’s “tone of voice within the email.” Your questions and comments are always welcomed!
Signed,
Miss Management

Please visit my web site at http://per4mance1 and tell your friends and coworkers about Miss Management!