Title: Written Communication Information
Course: PIM: Tricky Communication: Intent vs. Impact

Ever received an email that raised your blood pressure? Ever written one that was misunderstood?

Written messages have many of the same characteristics as spoken ones, e.g., a more direct or indirect communication style.

But because the communicators don't have access to contextual clues like body language and tone and can't get immediate clarification if there is confusion or misunderstanding, it's particularly easy for emails to have a negative impact even when the sender's intent is positive.

There is not one right approach to emails, but it is helpful to consider your own preferences  and to recognize that just because others don't share these, you can still have a positive exchange.

Among the preferences people have are differences based on context, focus, and tone:

High vs. low (context)

- High context: People already share much background information, and communication can be implicit and indirect. Meaning is read INTO the message.
- Low context: People don’t necessarily share background information, and communication is often direct. Meaning relies on explicit verbal skills.

Task vs. relationship (focus)

- Task: Communication focuses on activities and details for meeting goals or standards.
- Relationship: Communication focuses on the well-being of others maintaining positive interactions.

Formal vs. informal (tone)

- Formal: less personal or casual, avoids colloquialisms and slang, uses received standards for grammar.
- Informal: personal and casual, may include slang, appears more spontaneous.

In the quiz that follows, you will be asked to analyze emails and to practice assuming positive intent. Feel free to refer back to the above information.

(Adapted from Stringer, D.M. and Cassiday, P.A. (2009). 52 Activities for Improving Cross-Cultural Communication.)