Jason Wray Bachelor of Individualized Studies Business Communication
<ul><li>What is e-mail conflict and how does preventing e-mail conflict relate to business communication? </li></ul><ul><l...
<ul><li>The Problem </li></ul><ul><li>The Research Question </li></ul><ul><li>The Research Study </li></ul><ul><li>The Fin...
 
 
 
<ul><li>Effective communication is important in nearly every business and organization </li></ul><ul><li>Popular forms of ...
<ul><li>Communication skills </li></ul><ul><li>Honesty/integrity </li></ul><ul><li>Interpersonal skills (relate well to ot...
<ul><li>Effective communication can add value to a business or an organization by: </li></ul><ul><ul><li>Increasing produc...
<ul><ul><li>An average business executive spends approximately 75 to 80 percent of their time communicating </li></ul></u...
<ul><ul><li>71 percent of managers use e-mail as their primary form of communication </li></ul></ul><ul><ul><li>Employees ...
 
<ul><li>E-mails today are not typically written like the formal letters of yesterday </li></ul><ul><ul><li>Written quickly...
<ul><li>This may contribute to: </li></ul><ul><ul><li>Message misinterpretations </li></ul></ul><ul><ul><li>Message misun...
<ul><li>How can we inform those who communicate by e-mail that there may be ways in which e-mail is written that can trigg...
<ul><li>Collected two separate sets of e-mails </li></ul><ul><ul><li>One set of five e-mails resulting in conflict </li></...
<ul><li>Charting and Comparing the Totals </li></ul><ul><ul><li>Added up the totals from each chart </li></ul></ul><ul><ul...
<ul><li>Tone of the e-mail has a major impact on the outcome of the communication exchange </li></ul><ul><ul><li>Use of fr...
<ul><li>Who all is included in the e-mail also has an impact on the outcome of the communication exchange </li></ul><ul><u...
<ul><li>Unable to examine factors related to the individuals themselves </li></ul><ul><li>Unable to verify the writers int...
<ul><li>Increased education and awareness about proper e-mail etiquette </li></ul><ul><li>Training programs and workshops ...
<ul><li>Does the number, or “rank,” of the CC’s make a difference? </li></ul><ul><li>Are there elements in an e-mail that ...
<ul><li>Getting access to workplace e-mails resulting in conflict </li></ul><ul><li>Evaluating the e-mails without knowing...
<ul><li>Importance of Effective Communication in the Workplace </li></ul><ul><li>E-mail vs. Other Traditional Forms of Com...
<ul><li>Adler, Ronald B., Jeanne Marquardt Elmhorst. Communicating at Work: Principles and Practices for Business and the...
 
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Preventing E Mail Conflict

Published on: Mar 4, 2016
Published in: Education      Technology      Business      
Source: www.slideshare.net


Transcripts - Preventing E Mail Conflict

  • 1. Jason Wray Bachelor of Individualized Studies Business Communication
  • 2. <ul><li>What is e-mail conflict and how does preventing e-mail conflict relate to business communication? </li></ul><ul><li>Importance of effective communication in the workplace </li></ul><ul><li>E-mail vs. other traditional forms of communication </li></ul>
  • 3. <ul><li>The Problem </li></ul><ul><li>The Research Question </li></ul><ul><li>The Research Study </li></ul><ul><li>The Findings </li></ul><ul><li>Limitations </li></ul><ul><li>Recommendations </li></ul><ul><li>Further Research </li></ul><ul><li>Challenges and Lessons Learned </li></ul><ul><li>Conclusion </li></ul>
  • 7. <ul><li>Effective communication is important in nearly every business and organization </li></ul><ul><li>Popular forms of communication in the workplace include: </li></ul><ul><ul><li>Face-to-Face </li></ul></ul><ul><ul><li>Telephone </li></ul></ul><ul><ul><li>Formal Letters and Memos </li></ul></ul><ul><ul><li>Fax </li></ul></ul><ul><ul><li>Electronic Mail (E-mail) </li></ul></ul>
  • 8. <ul><li>Communication skills </li></ul><ul><li>Honesty/integrity </li></ul><ul><li>Interpersonal skills (relate well to others) </li></ul><ul><li>Strong work ethic </li></ul><ul><li>Teamwork skills (work well with others) </li></ul><ul><li>Analytical skills </li></ul><ul><li>Motivation/initiative </li></ul><ul><li>Flexibility/adaptability </li></ul><ul><li>Computer skills </li></ul><ul><li>Detail oriented </li></ul><ul><li>Source: 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. </li></ul>
  • 9. <ul><li>Effective communication can add value to a business or an organization by: </li></ul><ul><ul><li>Increasing productivity and efficiency </li></ul></ul><ul><ul><li>Creating and maintaining personal, social, and business relationships </li></ul></ul><ul><ul><li>Motivating and encouraging employees </li></ul></ul><ul><ul><li>Preventing and resolving interpersonal conflict </li></ul></ul>
  • 10. <ul><ul><li>An average business executive spends approximately 75 to 80 percent of their time communicating </li></ul></ul><ul><ul><li>Workers send and receive an average of 178 messages each day </li></ul></ul>
  • 11. <ul><ul><li>71 percent of managers use e-mail as their primary form of communication </li></ul></ul><ul><ul><li>Employees spend an average of 2.5 hours per day sending and receiving e-mails </li></ul></ul><ul><ul><li>E-mail lacks certain properties that other traditional forms of communication posses which are critical to resolving conflict </li></ul></ul>
  • 13. <ul><li>E-mails today are not typically written like the formal letters of yesterday </li></ul><ul><ul><li>Written quickly </li></ul></ul><ul><ul><li>Written carelessly </li></ul></ul><ul><ul><li>Written in the heat of the moment </li></ul></ul><ul><ul><li>Sent immediately without taking time to review and revise the message </li></ul></ul>
  • 14. <ul><li>This may contribute to: </li></ul><ul><ul><li>Message misinterpretations </li></ul></ul><ul><ul><li>Message misunderstandings </li></ul></ul><ul><ul><li>Unintended recipients </li></ul></ul><ul><ul><li>Inadvertent insults or offenses </li></ul></ul><ul><ul><li>Conflict in the workplace </li></ul></ul><ul><li>According to Ting-Toomey and Chung, </li></ul><ul><li>“ Many people complain that they spend much time putting out the flame of a potential conflict because a sentence was misrepresented.” </li></ul>
  • 15. <ul><li>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? </li></ul>
  • 16. <ul><li>Collected two separate sets of e-mails </li></ul><ul><ul><li>One set of five e-mails resulting in conflict </li></ul></ul><ul><ul><li>One set of five e-mails not resulting in conflict </li></ul></ul><ul><li>Evaluating the e-mails </li></ul><ul><ul><li>looking for common factors such as words, phrases, tones, and trends which may contribute to the outcome of the e-mail exchange </li></ul></ul><ul><li>Charting the e-mails </li></ul><ul><ul><li>Recorded common factors into charts </li></ul></ul>
  • 17. <ul><li>Charting and Comparing the Totals </li></ul><ul><ul><li>Added up the totals from each chart </li></ul></ul><ul><ul><li>Created an additional chart to compare the totals </li></ul></ul><ul><ul><li>Common patterns were revealed </li></ul></ul>
  • 18. <ul><li>Tone of the e-mail has a major impact on the outcome of the communication exchange </li></ul><ul><ul><li>Use of friendly or informal tone never resulted in conflict </li></ul></ul><ul><ul><li>Use of business or formal tone were less likely to result in conflict </li></ul></ul><ul><ul><li>Use of sarcastic tone always resulted in conflict </li></ul></ul><ul><ul><li>Use of angry, negative, defensive, or accusatory tone were more likely to result in conflict </li></ul></ul>
  • 19. <ul><li>Who all is included in the e-mail also has an impact on the outcome of the communication exchange </li></ul><ul><ul><li>Conflict is less likely to occur if at least one coworker or faculty member is CC’d in the e-mail </li></ul></ul><ul><ul><li>Conflict is less likely to occur if a supervisor or administrator is CC’d in the e-mail </li></ul></ul>
  • 20. <ul><li>Unable to examine factors related to the individuals themselves </li></ul><ul><li>Unable to verify the writers intent and meaning behind the message </li></ul><ul><li>Unable to determine receivers actual interpretations of the e-mails </li></ul><ul><li>Unable to determine if there were any pre-existing conflicts </li></ul><ul><li>Context in which the e-mail was written is also unknown </li></ul>
  • 21. <ul><li>Increased education and awareness about proper e-mail etiquette </li></ul><ul><li>Training programs and workshops to encourage positive communication exchanges </li></ul><ul><li>General e-mail protocol or universal procedures for employees </li></ul><ul><li>A best practices program </li></ul><ul><li>Include coworkers, administrators, and supervisors in the e-mail exchange </li></ul>
  • 22. <ul><li>Does the number, or “rank,” of the CC’s make a difference? </li></ul><ul><li>Are there elements in an e-mail that can ensure that no conflict will occur? </li></ul><ul><li>What elements of writing and receiving e-mails should be included in a training module? </li></ul><ul><li>Are there specific situations when e-mail should not be used at all? </li></ul>
  • 23. <ul><li>Getting access to workplace e-mails resulting in conflict </li></ul><ul><li>Evaluating the e-mails without knowing the situation or history </li></ul><ul><li>Strategizing and developing a way to conduct a controlled comparison between the non-conflict and conflict e-mails </li></ul><ul><li>Be open-minded and patient! </li></ul>
  • 24. <ul><li>Importance of Effective Communication in the Workplace </li></ul><ul><li>E-mail vs. Other Traditional Forms of Communication </li></ul><ul><li>The Problem and the Research Study </li></ul><ul><li>The Findings </li></ul><ul><li>Limitations </li></ul><ul><li>Recommendations </li></ul><ul><li>Suggestions for Further Research </li></ul><ul><li>Remember “Petey the Python” </li></ul>
  • 25. <ul><li>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. </li></ul><ul><li>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. </li></ul><ul><li>Ting-Toomey, Stella, Leeva C. Chung. Understanding Intercultural Communication. New York, New York: Oxford University Press, 2005. </li></ul>