In today’s world, we’ve gotten used to relying on technology for everything, especially communication. With the click of a button, we can send an email, shoot a text, or hop on a video call. For many small business owners, emails are a quick and easy way to communicate with employees. But while they may be efficient, emails are not without their pitfalls. A message that’s short and sweet in your mind might come across as abrupt, cold, or even confusing on the other end.
Psychology Today reports that according to communication experts, around 50% of emails and texts are misunderstood when it comes to the sender’s original intent. While people often think their messages are understood 90% of the time, the reality is much lower. This is largely because email and text lack non-verbal cues like body language and tone of voice, which account for a significant portion of how we interpret messages in face-to-face interactions. Misunderstandings often occur when the emotional tone or urgency of the message isn’t clear.
I know of one business who experienced this miscommunication event using email. The owner of the company sent out an email to one of his team members about a complaint they had received from a customer.
Of course, the first thing the employe did was get defensive and it was reflected in his email reply. As you can imagine, from there things just escalated.
It can happen to everyone. On more occasions than I care to think, miscommunication through email and texting has happened with me and my small business clients as well as they within their teams.
When it comes to leading a team, communication is key. And sometimes, no amount of cleverly crafted emails can replace good ol’ face-to-face communication. Whether it’s for giving feedback, hashing out a complex project, or just checking in on how folks are doing, face-to-face chats can make all the difference in keeping things running smoothly.
Let’s dive into why face-to-face communication beats emails in some cases and how small business owners can strike the right balance between the two.
The Benefits and Limits of Email Communication
Don’t get me wrong—emails have their place in the business world. If you’ve ever tried to schedule a meeting with a busy team or needed to send out important updates, you know how handy they can be. Emails let you send information quickly, and the beauty of it is you can refer back to them whenever needed. They create a paper trail of conversations, decisions, and action items, which can be really helpful in keeping things organized.
However, emails have their limitations too. For starters, they lack emotional cues. You might write something with the best of intentions, but without body language, facial expressions, or tone of voice, it’s easy for the recipient to misinterpret what you’re trying to say.
For example, an email that says, “Please get this to me by Friday,” might come across as firm or even curt, when you just meant to provide a deadline. Plus, emails can easily get buried in an inbox, especially when employees are bombarded with messages throughout the day. That leads to missed info, delayed responses, or even forgotten tasks.
Another downside is the sheer volume. We’ve all experienced email overload—where inboxes are flooded with new messages, follow-ups, and reminders. In that flood of digital communication, important details can easily slip through the cracks, leading to miscommunications and missed opportunities.
The Power of Face-to-Face Communication
There’s something about face-to-face communication that emails simply can’t replace. For one thing, it’s personal. When you’re talking to someone in person (or even over video), you can pick up on the nuances that are missed in written communication. A smile, a nod, or a change in tone can speak volumes about how someone is feeling.
In-person conversations also allow for immediate feedback. If an employee doesn’t understand something, they can ask you for clarification right away, instead of going back and forth through time consuming multiple emails. And for you, as a leader, face-to-face-communication gives you the chance to gauge their reactions, ask questions, and make sure everyone’s on the same page before moving forward.
Another benefit? Face-to-face communication builds trust. When employees feel like they’re being heard and understood, they’re more likely to stay engaged and motivated. That personal connection fosters a sense of belonging and boosts morale, something that’s hard to achieve with a sterile email chain.
Common Miscommunications from Overreliance on Email
Let’s face it—emails can be a breeding ground for miscommunication. Without the ability to read between the lines or gauge someone’s reaction, misunderstandings are all too common.
Take ambiguity in instructions, for example. You might think you’ve provided clear directions for a project in your email, but if the employee reads it differently, they could end up going down the wrong path. That’s a waste of time for both of you and can lead to frustration.
Tone is another biggie. Have you ever received an email and thought, “Wow, they sound upset,” only to find out the sender was just being brief? Without tone of voice or facial expressions, emails can sometimes come across as more aggressive or less friendly than intended. What could have been a quick face-to-face clarification turns into a misunderstanding that sours the relationship.
Then there’s the issue of response time. Emails might be quick to send, but that doesn’t always mean a quick reply. You might be waiting on an important answer, only to find out the employee didn’t see your message or forgot to respond. That kind of delay can slow down the entire workflow.
When to Choose Face-to-Face Over Emails
So, when should you opt for face-to-face communication instead of firing off another email? There are a few key situations where the personal touch is just better.
- Delivering Feedback or Criticism
Giving feedback, especially if it’s constructive or involves instructive criticism, should always be done face-to-face. It’s much easier to convey empathy and understanding when you can see someone’s reaction and adjust your delivery accordingly. An email with feedback can come across as harsh, even if that’s not your intention.
- Discussing Complex Topics
For more involved discussions, like strategic changes or project planning, face-to-face communication allows for a back-and-forth dialogue that can clear up any confusion. Trying to explain something intricate over email can lead to misinterpretations.
- Addressing Conflict
If there’s tension or conflict in the workplace, it’s better to sit down and talk it out in person. Emails can escalate misunderstandings, while face-to-face conversations give everyone a chance to clear the air and find common ground.
Practical Tips for Balancing Both Communication Methods
Now, I’m not saying you should ditch emails entirely. There are plenty of situations where emails are perfectly fine. It’s all about finding the right balance. Here are three tips:
- Use Email for Routine Updates: Send out emails for routine updates, schedules, or document sharing. These don’t require much back-and-forth and help keep things organized.
- Schedule Regular Face-to-Face Check-ins: Make it a point to have regular face-to-face check-ins with your team. Whether it’s a weekly meeting or monthly sit-downs, these personal interactions go a long way in ensuring everyone is on the same page.
- Leverage Video Calls for Remote Teams: If you’re leading a remote team, video calls are the next best thing to being in person. You still get the benefit of seeing facial expressions and hearing tone, which helps prevent misunderstandings.
In a world where we’re constantly bombarded with emails, texts, and instant messages, it’s easy to forget the importance of face-to-face communication. While emails certainly have their place, they can’t replace the personal touch of an in-person conversation. As a leader, knowing when to use each form of communication can make all the difference in preventing miscommunication, building trust, and keeping your team running smoothly.
So, the next time you’re tempted to send a quick email, ask yourself if it’s something that could be better said in person. Your team will thank you and your bottom-line profits will reward you.
By Tom Borg © All rights reserved
Tom Borg is founder and president of Tom Borg Consulting, LLC. Since 1996 he has worked with CEOs, presidents and their leadership teams in over 450 companies and organizations. Through his consulting, mentoring, coaching, workshops and his assessment instruments, he works with his clients at the intersection of leadership, communication and culture. Tom helps them stop the disconnect and get them back on track. (734) 404-5909 tom@tomborg.com www.tomborgconsulting.com.
