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Today, however, theres another lingua franca in the workplace that has become the cornerstone of all business communications. Although often referred to as e-body language, I think techno-communications really covers it all email, cell phones, mobile devices. When we cant see a person speaking, we look for other interpretative clues to help decipher the message. Words and tone become the carrier pigeons for emails, text messaging and obviously, phone calls.But just for a minute, lets return to body language. Professor Albert Mehrabian is frequently quoted for his non-verbal communication research on whats often called The 3 Vs: visual, vocal, verbal. His published studies indicate that, person-to-person, we interpret messages: Visually 55% from facial expressions Vocally 38% from voice quality and the way words are spoken Verbally 7% from the actual wordsWith techno or e-communications, the relevance of the actual word choice increases dramatically. Obviously, the spoken tone upstages language on phone calls we hear anger or joy but with emails, words become the stars of the show. From the minor 7% bit player in face-to-face communication, words now move up to 70%, a big change of roles.Just for a moment, consider the permanence of email. The sender has no control over the message, in terms of its replay frequency or readership. And this is worrisome for the simple reason that as we have become more and more dependent on email and message texting instead of personal meetings, weve become not lazy or careless, just less attentive. When it comes to trendspotting, Im on autopilot, and Ive noticed this shift. Theres a time for easy-breezy e-chitchat, emoticons and buzzword abbreviations like BTW, but business email isnt the place. Im not advocating a return to old-fashioned correspondence. Au contraire. Techno-savvy communication is essential in our feverishly fast-paced world. Im simply pointing out that attention-to-detail is mandatory with every email or text message.We all make email typos. SpellChecker isnt clever enough to highlight tow when we meant to type two, in a hastily composed message. Take an extra minute to proofread; its such an easy solution. Robert Whipple, CEO of Leadergrow and author of Understanding E-Body Language, raises an important point:Everyone knows that E-mail is different from conversations, but often people donot consciously change communication patterns based on that knowledge. Forexample, people cannot modify content of an e-mail based on the real-time visible reaction of the other party as is possible in face-to-face conversations. Instead, all of the information is presented at once without feedback. Misunderstandings or hurt feelings are common.Then theres the embarrassment-email category. It could be called really-big-blunders and criticism heads the list. Believe me, a follow-up email with an Oops subject line just doesnt strike the right chord! And remember, the original, offensive message is floating around in cyberspace for posterity. When in doubt, put the brakes on. Send the message to yourself and reassess its implications.Textings inherent limitations are in some ways a bonus. We tend to be more forgiving about the often heavily abbreviated and occasionally hieroglyphic content. Mobile devices function as prompters or mini-message boards its the protocols of usage that are the problem. Park your mobile device in your pocket or purse when you attend a meeting. Every time youre tempted to make an exception, dont. Remember instead your suppressed sense exasperation when fidgeting fingers signaled you were talking to yourself.Same story for cell phones. Of course, we all know cell phones must be parked and off before meetings, big or small, but most people seem to think this rule only applies to others. The fact is, from cell phones to emails and mobile devices, techno-communications present a long learning curve. I think weve just started the journey.
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