The Risks of Electronic Communication

If you're tempted to

• broadcast or post a funny message
• send or post an angry message
• be sarcastic or ironic
• criticize others in public
• post a message or send email late at night
• send a message about a person that you wouldn't want them to see

please think twice. Ask somebody else to talk you out of it.

It's easy to damage your reputation and productivity by saying the wrong thing: it's ten times as easy to do this with electronic communication.

By using electronic mail, USENET news groups, electronic bulletin board systems, irc, chat, and so forth, you can make a fool of yourself to many strangers rapidly.

Sending an electronic message is a lot more permanent than saying something; long after your feelings change, the words are still there. Unlike messages on paper, electronic messages are hard to stop once you've sent them: they can be delivered and read seconds after you send them. And electronic messages are awfully easy to copy and resend - you can't be sure who will read them eventually and form a negative impression of you for sending them.

Messages you post to news groups are remembered forever. Anyone can issue a simple command to search all posted messages for a keyword, or for a name. When you post a message, ask yourself if you'd like a potential employer to read it several years from now.

Broadcast messages and Netnews

If you're mad at the company, and really want to hurt it, don't broadcast a message; just kick in the monitor on your desk. In a big company, it costs about as much, and the advantage of wrecking your tube is that fewer people will know about it, and the consequences won't go on as long.

If you're not mad at the company, weigh the cost of company resources your broadcast will consume against the possible benefit of this broadcast.

Jokes

What seem hilarious when you type it in may offend others. And somehow, people are more offended by offensive jokes when they come through the electronic medium than they would be by the same joke told face to face. People also misunderstand electronic messages, because tone of voice doesn't come along with the message; and when they misunderstand, they get mad. My rule is "Computers and humor have nothing to do with each other". After all, what joke can be repeated a million times a second and stay funny for long?

Anger

If you're upset with someone, talk to him or her in person. If you send an angry message, it is likely to make the problem, whatever it is, worse. Because people often react quickly to online messages, without reading them carefully, each emotional message causes more an stronger emotion in the receiver.

Sarcasm and irony

You can't count on sarcasm and irony getting through. Some people read hastily; others just take your words literally and don't understand that you really meant the opposite of what you wrote. Even a smiley or "just kidding" won't always work.

Public criticism

If you are tempted to criticize another person, don't do it online. This includes everything from flaming others to spelling corrections. People are touchy; if they feel attacked, they attack back. It's very hard to disagree with somebody in a way that lets dialogue continue. Search for non-judgmental ways of disagreeing: try saying "That doesn't work, because..." instead of "That's wrong."

Suppose somebody says something really dumb. Lots of times, the thing that works best is to pretend you didn't notice. Pointing out that the remark was dumb won't work, we know that; the person is just going to dig in and push back. Arguing, saying what you think is smart instead, may not work either, no matter how nice you are, because some people take any disagreement as criticism. If you ignore the remark entirely, though, you've done the best thing you can to kill it off.

Some news and mail systems have a feature called a "kill file" that silently hides messages if they're from a given sender or about a chosen topic. If you have this feature, use it. If you don't, pretend you do: you can ignore completely any message that you disagree with, and then you don't have to react to it.

Late nights

Be especially careful about messages you compose late at night. Some mysterious influence seems to start operating after a certain hour, 9 PM or so, which makes us think we're typing in sensible messages, when in fact they are subject to severe misunderstanding. "Oh, not me," you say. Well, even so, could the message wait? If it can, my advice is to save it to a file and look at it tomorrow morning. Chances are you'll want to make some changes to make it more clear and more polite.

Personal remarks

Making derogatory remarks about others is a bad idea. Doing it behind their back is worse. Doing it in public is worse still. And doing it in a way that suppresses the human side of the communication, the smile or "just kidding" shrug you might have included face to face, makes it even worse. Electronic messages are the last place for any kind of uncomplimentary remark. I know of a case where a mail user hit REPLY instead of FORWARD and accidentally sent the nasty crack about someone to that person. Just don't do it.

Know your tools

If you insist in posting a message or sending mail, make sure you do it the right way, use the correct mail class, and avoid spamming people. Read your company's mail policy. If you don't know, ask.

Electronic mail is insecure. Your most private messages can be read by others as it travels through the Internet. System administrators at your company, at your intended recipient's company, and at points in between, can read your message. And a security breakin, or a software bug, might allow others to read your messages also. Unless you are sure that you are using a secure channel, don't send any kind of information in a mail message that you wouldn't announce in public.

If you are replying to a message, check the list of recipients; your software may have copied this list from a previous message, and your message may be unwelcome in some of the places you're about to send it. Sometimes a spammer will send a message to many inappropriate news groups; then people will make things worse by responding to the message saying "this is off topic" - spamming the news groups again.

Never count on being able to cancel a message. A recipient or agent may read it before your cancel catches up with the message. Some mail systems send the recipient another copy of the message if you cancel it after they have read it.

Taken from multicians.com  Written by Tom Van Vleck

Communication Mistakes Every Office Makes

There's no doubt about it - the workplace can sometimes feel like an endless entanglement of conflict and confusion. Miscommunication accounts for some of the most common work issues, like employee dissatisfaction or forgotten tasks. Luckily, good communication skills are easy to learn and endlessly helpful in navigating the office jungle. Here's an account of some of the most common flaws in workplace communication, and how to avoid them:

Silence isn't always golden.

The problem: According to a Cornell study, over half of the workers surveyed said that they rarely spoke to their superiors about problems or ideas (only five or fewer times each year). Fifteen percent admitted to never speaking up at all.

Why so speechless? Some said they had nothing to say, but the majority said they believed sharing was a waste of time or potentially detrimental.

The effect: Employees at every level can make valuable contributions. "We believe the answers don't all stem from better financial models or decision-making at the top," says Harvard Business Review (HBR). "Rather, employees have knowledge and ideas that could help head off organizational malfunctions and drive performance, if only they'd speak up."

"When only execs contribute to the debate, businesses risk missing out on hearing fresh and interesting perspectives. And employees who keep quiet about dissatisfaction in part ensure that the problems won't get fixed."

How to avoid it: According to HBR, it's not enough to leave a suggestion box on the reception desk. Employers should be proactive and ask their employees, "What do you think?" Soliciting feedback will make employees feel comfortable speaking up, not just about good ideas but workplace concerns. Employees can improve their sharing skills by asking questions. Real Business suggests managers give their staff a quota of two suggestions per month on how to improve business.

Emails can create more problems than they clear up.

The problem: The Internet has transformed the way business is conducted and email has become a standard professional communication. So why do people still struggle with it? A 2005 study found that although 50 percent of all online communication is misunderstood, senders believe that, for the most part, their message is being received clearly.

The back-and-forth nature of email "makes text-based communication seem more informal and more like face-to-face communication than it really is," said Dr Nicholas Epley, who spearheaded the research. Plus, the results show communication is further hindered by the lack of interpersonal nuances like body language and tone of voice.

The effect: Email can create problems or confusion in an otherwise tranquil situation, according to a study in the Academy of Management Review. The article said that messages tend to be interpreted as less positive than intended. Tensions can arise from misunderstood sarcasm, for example.

The solution: They say voicemail is dead but it might be time for a comeback. Leaving a quick message can prevent the kind of misunderstandings brought upon by the informality and emotional vacancy of email. Seventy-five percent of the Epley's subjects were able to correctly interpret phone messages - a vast improvement from the 56 percent success rate for emails.

Listen up.

The problem: Communication isn't just about saying the right thing. It's also about knowing when and how to listen. Too often these days, says the Huffington Post, the listener os physically present but mentally engaged elsewhere. He or she hears - but does not digest - information.

The effect: If a fellow employee's eyes seem vacant or glued to his/her Blackberry screen, the speaker may feel ignored. And the supposed listener might be missing out on valuable information even if he or she thinks they're getting the gist of it.

The solution: When someone's talking to you, listen. Put down your Blackberry, turn off your thoughts about last night's American Idol, and synthesize the information handed to you. Listening builds better relationships, facilitates the spread of ideas, and helps improve workplace communication.

Don't let details fall through the cracks.

The problem: With teamwork, especially in bigger teams, an assignment can reach many people before it's done. With all the handoffs, little details can be easily missed if a group is disorganized, says HBR.

The effect: Failing to stay organized leaves much room for dropped balls. HBR says that even employees who think they're communicating all the necessary information during handoffs may be missing key details by assuming certain facts are implicit or by not being specific enough. And when a task is miscommunicated, it reflects poorly on the team as a whole.

The solution: HBR has a simple way to stay on top of an assignment for every step: make a checklist. During each handoff phase, discuss questions like, "What do you understand the priorities to be?" and "What are your key next steps?"

Taken from openforum.com  

How to Communicate in Every Situation

Communication is increasingly happening electronically. Still, there are times when conversing the old-fashioned way - through the telephone or face-to-face - is best.

With so many forms of communication to choose from, knowing which to use can be difficult. "There are many factors to consider when determining the best approach, from the product or service you're selling to the person you're dealing with," says Gina Rubel, head of Furia Rubel Communications, a marketing and public relations firm in Doylestown, PA. "It's not always clear what's appropriate."

Here's a look at three types of interactions and the most effective communication form for each of them:

Employee communication

For some situations, a face-to-face meeting is essential. "For anything involving a critical conversation or emotional issue, do it in person," says Rubel. Also, for small businesses that don't have offices, important meetings - discussions of goals for the coming year or regular planning sessions - should be done face-to-face. Employee evaluations should always be conducted in person, according to Rubel.

Job interviews also require face-to-face discussions. "I would never hire someone to work in my office without meeting them first," says Rubel. "The risks are too high." One exception: If you're hiring someone for a lower-level job who's too far away for a feasible face-to-face interview. In that case, your might conduct the conversation via Skype.

The situation may be different for independent contractors, however, especially if there's a lot of information available about them on the web. When hiring graphic designers, for example, Rubel finds that a telephone call does the trick. That's because she generally can see samples of their work on their website or through Google searches. "Today, there's enough information online, you can get a good feel for whether someone is a good fit without seeing the person in person," she says.

As for day-to-day matters, those can be discussed via email or telephone. But, if you talk on the phone, follow up with an email. When Rubel is out of town, for example, she always asks employees to confirm conversations electronically. "People get so distracted," she says. "If they don't get it in writing, they'll forget."


Negotiations

If it's a high stakes negotiation, you have to meet face-to-face. That's especially true for discussions with potential manufacturers or other partners in foreign countries. For one thing, in many cultures it's expected that you'll spend time cultivating a relationship in person so you can establish a bond of trust. In addition, you need a feel for the nuances of the conversation, something that can only happen in a face-to-face conversation.

In addition, if you're hiring a company to manufacture a product, you need to be able to see the physical location. Rubel recalls a client who recently discovered (during an initial tour of a plant in China) that the factory was using child labor. The negotiations were called off.

Once you've finished that phase of the process, however, then you can rely on email. In fact, according to Rubel, that's preferable and will ensure interactions are documented. "From a legal perspective, getting into the nitty gritty should be done in writing," she says.

In other cases, telephone and email will do. That's particularly the case if you already know the person, but you don't need to have a previous relationship. For example, when working out contract terms with graphic designers, Rubel almost always uses emails. The same is true for many customers. "We have a lot of clients we've never met in person," says Rubel.

Client interaction

Generally, for day-to-day communication, email is fine. In most service industries where the quality of the relationship is essential, regular in-person meetings for more important matters are de rigueur. That's especially true for lawyers, accountants, human resources professionals, financial advisors, etc. In between those meetings you can communicate via email.

Despite all the guidelines, there's no hard and fast rule. When it comes to clients, it's best to find out ahead of time how they like to communicate. A financial advisor, for example, may learn that more tech-savvy people prefer conversing electronically. "Some clients are too busy for anything but email," says Rubel.

Still, if you're interested in sealing the relationship, personal interactions are the most effective. Rubel, for example, recently switched from a major national bank to a smaller, local one. In December, a bank vice-president dropped by her office for a visit and brought a Christmas basket with him "That kind of personal interaction shows they value our business," she says. Sometimes, you can't cut corners and it pays to make time for a personal visit. For every other scenario, there's wealth of communication technology to choose from.

Taken from openforum.com  Written by Anne Field

3 Steps to Managing Workplace Conflict with Emotional Intelligence

No matter how great a corporate culture you create, no matter how good a role model you are, it's inevitable that situations will arise that require you to mitigate emotional stress within the ranks. Personal conflicts, outside pressures, and job-related stress will eventually become a factor to be dealt with in any workplace setting. How well leaders handle those situations depends on their emotional intelligence.

Managers often make one of two common mistakes when dealing with an emotional situation.

• The manager attempts to invalidate or downplay an emotional conflict and becomes a player in the emotional drama himself.
• The manager simply ignores the job-affecting emotions, hoping they will resolve themselves.

When the manager or group leader tries to downplay or dismiss a worker's emotions, he or she inevitably creates a bigger problem. Not only does this raise the emotional stakes, but it now creates a situation in which negative emotions are directed at the manager. Though this is very common and, arguably, a natural form of response from busy managers with plenty on their plates, it's incumbent upon leaders to avoid leaving an employee feeling slighted in this way.

Likewise, ignoring the problem often creates a snowball effect, where resentment and negative emotions continue to grow, making the situation worse. It's always better to address emotionally-wrought problems earlier than later.

There is a three-step formula, however, which comes naturally to emotionally intelligent leaders. It is one that can easily be employed by any manager to take the edge off an emotional situation. This formula does not attempt to solve the problem itself, but is geared toward addressing and neutralizing the emotions so that the problem can then be approached in a more objective and effective manner.

Step 1: Acknowledge. More than anything, people want their feelings to be acknowledged. It may seem overly simple at first, but a statement such as, "I want you to know, I understand you are feeling very stressed right now," can go miles toward lowering the emotional stakes of a situation. Everyone wants to feel understood, and acknowledgment is not difficult or compromising to do. Further, it doesn't concede agreement with the emotional state; only empathy.

Step 2: Positively substitute. There is a great power in a positive outlook and almost any negative situation can be framed in a positive light. A manager with emotional wisdom may say something like, "I know you are under a lot of stress, and I know a great deal of it is because you are a great employee and want to do the very best job you can." What the manager has done in this example is to mitigate a negative emotion of personal pride in a job well done. This doesn't alleviate the first emotion, but it adds a positive perspective into the conversation.

Step 3: Suggest, re-acknowledge and appreciate. Not all situations are within the control of the manager. An increased workload that has come down from above may not be able to be removed, for example. What the manager can do is suggest ways he or she might be able to help, re-acknowledge the emotions involved and offer appreciation for the employee. "I cannot promise anything, but I will try to see if there is any way to lighten your load. I understand you are feeling stressed and I want you to know I really appreciate your efforts." By saying this, you have reassured the employee without making binding promises, and reinforced a sense of empathy and appreciation.

Taken from openforum.com  Written by Scott Allen

Top 10 Mistakes Home-Based Business Owners Make

While it may be true that there is no place like home, it is also true that running a home business may not be as easy as it looks. Dividing your home in order to create a suitable location for your business - while keeping the remaining space comfortable for those living in the house - will take some careful planning.

1. Trying to fit a round business into a square house. Not all businesses can realistically succeed in a home-based location. Take a look at your needs for equipment, work space, storage, inventory and employees to determine if it is simply too difficult to run your business from your home. Service-based businesses are typically easier to fit comfortably into a home than retail or manufacturing businesses. Many people learn the hard way by not being realistic upfront.
2. Lack of motivation. It is easy to become distracted. A home business should be run in the same manner as an office-based business. You need to motivate yourself to go to work in the morning and maintain that motivation during the course of the day in order to succeed.
3. No room to grow. If you are fortunate and your home-based business is successful, you may need to expand. This may simply mean purchasing another computer or printer, or making space for an employee. It is important while setting up a home business environment to anticipate growth. How do you know if it is time to expand beyond your home into a real office?
4. Overspending what you are saving on overhead. Too many business owners justify spending money on all sorts of equipment by not paying overhead. In the end they overspend. Watch your budget.
5. Forgetting to promote your company. It is not uncommon for home-based business owners to get a little too comfortable working in a relaxed environment. Too often this means not getting out and promoting the business. Email newsletters are a valuable means of promotion. Conferences, industry events, and even local chamber of commerce gatherings can help you build your customer base.
6. Not having a client-friendly environment. You may need to have clients come to your home. Too many home business owners have had to make excuses for their house, kids, dog and the lawn sprinklers before sitting down with their clients. Set up the office portion of the house for business only.
7. Technical insufficiencies. Many home-based businesses are not dedicated or up-to-date. Your business computers should not be networked to the home computer where your children are hogging valuable bandwidth downloading games. And your technical equipment should be as state-of-the-art as you need and can afford.
8. Zoning nightmares. You may not know the zoning laws for your neighborhood, but your neighbors may be able to recite them. There are many stories of home business nightmares because of zoning laws. The more discrete your business is, the less likely you will have problems. However, read the zoning laws regardless.
9. Overlapping home and office. One of the advantages of working from a home-based office is that you can spend more time with your family. However, as much as you love them, you need to have a separate office space and set some ground rules so you can work while other activities are taking place at home.
10. Lack of a business plan. Just because it is a home-based business does not mean you do not need a business plan. You should be taking your business just as seriously as if you were heading into any other type of business.

Taken from allbusiness.com

10 Steps to Running a Successful Home-Based Business

No one wants his or her business to fail, but that prospect is something that every business owner must consider. Luckily there are steps you can take to help ensure your success. These steps are easy to follow and will help you to become a successful home-based business owner.

1. Plan ahead. Take the time to make plans for every eventuality that may arise. From natural disasters to unexpected financial problems, you will need to have a plan that can be readily accessed to get you through a difficult time.
2. Put money aside. Don't begin your business with delusions of overnight success. You'll need funds to tide you over while your business grows and becomes profitable. Put some money aside that you can tap into if necessary.
3. Organize your time. Being a responsible business owner means managing your time wisely. Initially you will need to spend extra time making your vision a reality. Build that time into your schedule.
4. Organize your space. You can't run your business effectively if you are wasting time looking for an important receipt under reams of loose paper. Take some time to organize your home office and make sure you can function efficiently.
5. Stay focused. Family responsibilities, chores, TV and the warmth of your own bed can all distract you from the task at hand. Remove as many distractions as you can from your home office and stay focused.
6. Figure out tax laws now, before it is too late. Don't wait to research the tax laws that will impact your new business. Do your research now so you will be prepared come tax time.
7. Advertise your business. You can't afford to wait for your customers to come to you - you need to go out and get them. Advertising is an investment, and spending money now to market your business effectively can pay big dividends down the road.
8. Get the proper equipment. If you are running to the nearest Kinko's to send a fax, it is time to purchase the equipment you need to run your business correctly. It is an extra expense, but it's a necessary one.
9. Cover your assets. Don't wait for a natural disaster to destroy your entire inventory - now is the time to purchase the insurance you need. Do not incur losses that could be avoided by having proper insurance.
10. Do not get discouraged. Success does not come overnight. It will require dedication, hard work, and a lot of extra effort to make it a reality. Many business owners quit when all they needed to do was hang in there for a few more months. This is your dream; do all you can to keep it alive.

Taken from allbusiness.com

10 Tips for Home-Based Businesses

Starting a home-based business is never easy. From advertising to zoning, there is always something that will require your attention. Here are 10 tips to keep you focused on your quest to make your home-based business a success.

1. Set a schedule and stick to it. The allure of working from home is powerful - but so in the appeal of spending more time with your family or of taking a nap in the middle of the day. Setting and maintaining a schedule for your workday is critical.
2. Set up a dedicated office area. You can't run a business from your kitchen table. A successful business requires a fully equipped home office. If you have an extra bedroom, consider converting it into office space. If you do not have an extra room in your home, try setting up a partition to create and office area.
3. Be professional. One of the perks of running a business from home is having the option of working in your pajamas, but your customers should not be able to tell that you just rolled out of bed. Maintain normal office hours and a professional demeanor when answering your phone or dealing with customers.
4. Advertise. Just because you build it doesn't necessarily mean they will come. To succeed, you will need to advertise your new business. Advertising and marketing don't have to be expensive, but they have to be done.
5. Familiarize yourself with the applicable tax laws. You are about to enter a whole new world of taxation. To avoid ending up frazzled by April 15th, take the time now to discuss your options with your accountant or with another qualified professional who can advise you about your tax situation.
6. Check with your zoning commission. Make sure there are no zoning laws that will prevent you from running your business from home.
7. Formulate your business plan. Where do you want your business to be in six months? How about in five years? Many small business owners mistakenly think that a business plan is only necessary if they are going to have investors. But businesses of all sizes can use a business plan as a roadmap to success.
8. Get on the Web. The Internet is the single best way for a home-based business to reach out to prospective customers. Even if your business isn't "e" anything, you need a website that can function as an online brochure for your company.
9. Do your research. You may think that your idea for your home-based business is unique. But unless you do some market research, you won't know whether or not your market is already saturated. Market research can help you find a special angle for your product or service, giving you an edge over your competitors.
10. Don't get discouraged. Many businesses fail simply because their owners became discouraged after a disappointing trial period. You will have to show grit and determination to make your business succeed. Hang in there and do all that you can to make your business the success you know it can be.

Taken from allbusiness.com