Commentary: Why some seemingly polite emails can offend people
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Commentary: Why some seemingly polite emails can offend people
本帖最後由 geemong 於 2021-8-23 15:46 編輯
Commentary: Why some seemingly polite emails can
offend people
Most people use email frequently in their work, even more during lockdowns and with
increased working from home.
And all of us have heard tips for “netiquette” – those helpful hints for avoiding offence
or miscommunication in the messages we send.
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But here’s the thing. Offence is taken as well as given. Neither good intentions nor
perfect email etiquette will necessarily avoid problems.
This is because email readers are often subject to what’s called
“negative intensification bias”. They often read into messages negativity the sender
didn’t intend, or they exaggerate even a hint of negativity.
Office workers spend about 2.5 hours a day reading, writing and responding to email.
The vast majority report at least occasionally receiving emails they’d describe as
offensive or disrespectful – in one study, 91 per cent reported receiving such emails
from their boss.
Given the volume of workplace emails, an occasional negative exchange is probably
inevitable. However, certain features of email may make matters worse, increasing
the likelihood of miscommunication and conflict escalation. |
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