Effective Communication: Transforming Emails into Conversations
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Chapter 1: The Shift from Emails to Conversations
Communication in business is evolving, requiring us to engage directly rather than relying solely on emails.
"What’s the current status of our project?"
"I sent an email asking for updates, but I’m still waiting for a reply."
This type of exchange frustrates me. It highlights a common barrier to progress. The prevalence of such responses is a clear signal of why projects often stall. While email serves its purpose in handling tasks once managed by traditional letters—like invoices, meeting notices, and mass communications—it falls short in facilitating innovative discussions.
Did innovation ever rely on letters in the past? Certainly not. People convened in person, which brings me to my first key point: both emails and letters lack interactivity. Miscommunication often occurs because emails are drafted quickly and read even more hastily, typically on mobile devices. The sender misses the subtle cues from the recipient, like raised eyebrows or confusion.
So, what happens to an email that’s not fully comprehended? It sinks down in the inbox, lost in a sea of unread messages, while the sender eagerly awaits a reply that may never come.
A second reason to opt for direct communication over email is the sheer volume of emails everyone receives. It’s impossible for anyone to engage in two conversations at once—despite what some might believe about multitasking.
Section 1.1: Embracing Virtual Communication
Critics might argue that our work culture has shifted, with many people now operating from home. I recognize this change, having worked remotely for several years myself.
However, I have spent countless hours in virtual meetings via Zoom, Google Meet, Microsoft Teams, and Webex, often with cameras on. In these settings, managing business tasks and projects is far more effective than relying solely on email. During the pandemic, we onboarded major clients exclusively through online meetings. While not ideal, this method proved effective—something that would have been impossible with just email communication.
The same applies to product demonstrations, contract negotiations, and other crucial business interactions.
Subsection 1.1.1: The Importance of In-Person Meetings
For two key activities, I always advocate for face-to-face meetings:
- Building personal relationships
- Establishing trust for long-term collaboration
When onboarding new employees, we ensure they spend time in the office during their initial weeks. This approach allows for more organic interactions beyond structured meetings. For remote team members, we assign a mentor to help them navigate informal communication. Additionally, we gather the entire team thrice a year in Zurich for a "Swiss week" to nurture and strengthen these personal connections.
Chapter 2: The Role of Direct Communication
Video Description: In this short video, learn why personal communication beats email in business interactions.
To drive day-to-day operations, I prefer the traditional telephone over email. I often remind my team: "Pick up the phone and call."
I know some might groan at this suggestion, but making that phone call is far more effective than sending a single email, which is why I encourage this approach.
Section 2.1: Utilizing Instant Messaging Tools
The reality is that communication isn’t strictly black or white. For internal communications, we have a middle ground: Slack. It enables team members to initiate conversations through typed messages, and when discussions become too complex for text, the "huddle" feature allows for instant online meetings.
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