Several neighbors had been complaining of a loose Pit Bull in the neighborhood when a man chimed in basically Pit Bull bashing saying that they were all crazy and prone to violence. Anyone who knows dogs or Pit Bulls knows that this is not always the case. And the fact that a dog is loose is a completely different point than any particular breed temperament. Unfortunately after this man laid out his rant, his own dogs escaped from his yard. He then posted another email laying out excuses for his own loose dog problems and then actually asked for advice on how to contain them.
Perhaps you can see where this is going already. The conversations went from bad to worse, as more and more excuses were proffered by the man. I found it befuddling that a person would ask for advice and then defeat every suggestion that was made. In the end the man was of the mind that people were judging him for things that were not his fault, and swore to never post on the message board again.
These types of situations are extremely frustrating to me. He had, after all, specifically asked for advice! What was really going on here? This was not the first time I've seen something like this happen. And unfortunately I don't think it will be the last. Am I to just stand by and watch this sort of thing happen? Let it roll off of my shoulders because it's not my problem? What can be done to prevent it or diffuse it?
Email for some reason seems to call out for misunderstanding. People write without editing their thoughts. Sometimes they don't even bother with proper grammar or punctuation. Then they respond to people without considering the message carefully. The mistakes and misunderstandings are bounced back and forth like ping-pong balls and before you know it you have a full blown war of words.
This problem has been haunting me since 2003. Not the wars per say, but the bizarre occurrences of miscommunication and misunderstanding. I was a UNIX systems engineer, and my "technical lead" was constantly taking issue with the "tone" of my emails. Tone? What tone? It's technical information. I was actually written up for "insubordination" because I was "constantly blindsiding my technical lead with technical information". Ummmm... I thought it was my job to communicate with my technical lead??
At any rate, the problem is not foreign and since 2003 I've found it occurs in practically every environment I've experienced. I had to know if it was me? I'm a nice person, I think. I help people when I can. I share information openly. And I don't take offense easily. Why is this issue following me around like a leech?
I knew, even back in 2003, that the problem was primarily the reader of the email. For, I knew what tone I used when writing the emails and therefore I also knew that I was not working through evil intent. But still, how do you stop it. My biggest problem is that I am not a psychotherapist. That and the little problem of being on only one side of the email at any given time. But I've finally found some articles that explain exactly what is occurring in all of these situations. Some actual psychologists tested both sides of email communication, and found some amazing results.
http://www-usr.
http://www.apa.
Basically, there is only a 56% chance that the tone of an email will be properly interpreted by the reader. That is, when you're discussing weather or cafeteria food. That 56% chance is also spread out over a sampling of individuals and personalities. So, if 56% chance of proper "tone interpretation" is the best you can hope for on average, imagine what happens when you send an email to someone who is completely lost in their own ego. And imagine still further if you have the misfortune of engaging in a topic of conversation that is emotionally charged for that person. I imagine the chances for communicating anything to that person drops substantially in such a worst case scenario.
What do you do? How can you communicate to someone who is so emotionally revved up or triggered that anything and everything you say to them comes across as a criticism? I think for most of us, you just have to stop. Don't play into their ego, and save your own sanity. But, what about the work situation? You can't just stop talking to your boss. You can't refuse to respond to emails that require a response. Are you to live in fear and dread of misunderstanding the rest of your life?
The articles suggest picking up the phone rather than sending email. This may be a good tactic, and certainly would serve to diffuse a great number of misunderstandings. But what about those situations where you have no way to call a person? Your only contact with them is through email or text message. Or even more, what if the only contact that you would ever want with that person is through email?
For example, my immediate family has the very annoying tendency to interrupt, change topics, or just flat out ignore me when I'm speaking to them. The amazing thing is that email requires them to "listen" to me, but their own internal voices are so negative the thoughts in my emails are interpreted as being negative even though they are not. So, even though they are forced to "listen" in email, they are still grossly misinterpreted and I am still not "heard". How do you drag a person outside of their head so that they will fully listen to you?
There has to be a better way... So, awareness often being the first step in solving a problem. I feel there is more to be done on this issue. At this point I'm convinced that I'm not the only person experiencing these problems. It's not just me. I think I have a best seller in the making.
