Why email causes fights

Here is a very interesting video about why email causes fights. Let's break communication into three primary components: verbal (words used); vocal (tone of voice); and visual (body language).

The actual language contained in email communication (or blogs or comments on blogs) reads "flat." The written or spoken component of any communication is a very thin slice of the pie which creates the overall impression and meaning.

Edward Muzio, CEO, Group Harmonics, extrapolates from research conducted by Dr. Albert Mehrabian which is compiled in a book called "Silent Messages." Some might say Muzio takes the research beyond its original intent ... which is an exploration of nonverbal communication.

Muzio does make some very important points. If the bulk of meaning comes from subtle cues including facial expression, voice quality and body position, simple words on a computer screen unfortunately are too often open to interpretation.

If you keep the email communication to facts and data, you are unlikely to be misinterpreted, Muzio asserts ... and I agree. If the message is sensitive and has to do with feelings or attitudes, one can communicate much more effectively in on the phone or person.