Email etiquette and reducing workplace stress

​Your day is rolling along quite nicely when POW, you read an email that makes your blood boil.  Some upstart has sent you a communication that is so rude it has destroyed that positive vibe you were feeling only moments ago and you are now contemplating writing back with a smackdown that will really let your feelings be known.  Before you do something you may later regret, take your hands away from the keyboard and read this blog instead!

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EMAILS AS FAR AS THE EYE CAN SEE
Over 300 billion emails will be sent and received in 2020 with the average office worker receiving around 125 per day!  The sheer volume of emails we receive that require a response or contain information that we need to retain can be completely overwhelming but it is a crucial business tool that we should all know how to use and manage effectively.  Managing your tone and being aware that the language you use can have an undesired impact are key to getting email correct.

RUDE EMAILS – IS IT YOU?
We’ve all been on the receiving end of THAT kind of email – the passive/aggressive commentary ones, the flat out rude ones, the overly condescending ones, the inappropriate ones, the inconsiderate ones  – there isn’t a day goes by in which someone doesn’t receive an email that causes some sort of strife.  But have you ever considered that you could be the perpetrator of such a crime?

Two studies were published in the Journal of Occupational Health and Psychology 2020 in which researchers looked at the impact rude emails, or email incivility, can have on employee wellbeing.  This study determined there were two kinds of ‘rude’ emails – active and passive response.

ACTIVE OR PASSIVE
Actively rude emails were easy to pick as they displayed overt behaviour such as “demeaning or derogatory” comments, ALL CAPS TO SIGNIFY SHOUTING or inserting mean or sarcastic comments within the body of the email.  Conversely, being passively rude within the framework of an email involves ignoring requests made by an original sender, making no reply whatsoever and responding to an email but not actually addressing the queries being made or even responding with something curt like ‘noted’ when someone has taken the time to write a polite and informative communication. 

The distinction is important as it there is a need to understand the “commission of disrespect (active) and the omission of respect (passive)” if we are to then understand the nuances and the subsequent impact on this behaviour in the context of workplace stress and effect on your employees.  I think we all know and understand that being treated in a manner that lacks respect is upsetting so consider how your team can be impacted by a rude email response in a professional setting and you can see how that can have far reaching implications for your business in terms of morale, culture and ultimately, productivity. 
 
TIPS TO IMPROVING EMAIL ETIQUETTE
So how do we avoid the emotional charged, actively rude emails or the ambiguity generated by a passively rude email?  It’s all about setting the company tone and expectation you have as a leader.  Too easy!  But not really.  Let’s break it down a little more with some quick tips:

1. Email policy – some businesses require a policy to be in place that sets out how email is to be used, what is appropriate, what isn’t and what the process is if an employee feels that the kind of emails they are receiving are detrimental to their well being and their work productivity.  It’s not a cure-all approach as there will always be someone who misunderstands a situation or forgets the guidelines, but a policy can establish a baseline from which you can establish expected behaviour.
2. Something we always talk about at HR Staff n’ Stuff is walking the walk as a business leader.  If you are shooting out abrupt, ill considered communications your team will think it is acceptable behaviour and will follow suit.  It’s fine to write in a casual manner but don’t fall into derogatory behaviour, don’t ignore emails and don’t be abrupt.  If you can’t provide an answer immediately, a quick note acknowledging receipt of a request and a timeframe in which you expect to be able to respond will suffice.  
3. What you walk past, you accept – this is another HR Staff n’ Stuff favourite.  If you are aware that an employee has a poor writing style that is impacting others, do not allow it to continue.   Whether it is deliberate or unintentional, people need to understand the impact of their behaviour and be held to account or provided with the tools to improve and succeed. 
4. Emoji use – Some of us hate them, some of us love them but either way, they can provide help when softening an email.  But you need to be careful with their use.  If you are in a rush and you need to respond with a quick word or two, perhaps throwing in a thumbs up emoji will soften the communication.  Sometimes a smiley face helps if you have to point out an issue but be careful as these can be construed as a passive aggressive jab so be sure you know your audience before popping one in. 
5. If unsure as to how an email may be received, consider a phone call or better yet, pop round to the recipient’s desk for a chat instead.  Quick fact – according to an article published in Psychology Today, emails are only 7% effective!  The article shares research by UCLA psychology professor emeritus Albert Mehrabian who found that 7 percent of a message was derived from the words, 38 percent from the intonation, and 55 percent from the facial expression or body language!  So even though the pen is mightier than the sword, a face to face chat is more likely to get your point across and you can lay out the intricate details in writing later!
6. Never send an email in anger.  Always, and I mean always, step away and give yourself a night to cool down before hitting send on a scathing response or you will regret it.  Give yourself time to calm any emotional response you have had to a situation and you will be able to generate a more considered and professional communication that is more likely to secure a desired outcome. 

As you wade through at least 125 emails today, make sure your responses are not the ones that add to workplace stress.  If 2020 has shown us anything, a little thoughtfulness can go a long way!  Give the HRSS team a call if you need any support improving your communication style or that of your team – we’re always here to help.

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