Managing Sticky Situations at Work

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Sticky E-situations 177desk. We appreciate the time it takes to actually put a letter in anenvelope and attach a stamp. These efforts suggest something muchmore meaningful than they did in the past. The telephone call, whichused to be more impersonal, has become an ‘‘interaction.’’ Indeed,we’ve reached a new crossroads in communication where we mustdecide on a medium for our message not based on convenience alonebut based on purpose and intent.WHEN TO USE E-COMMUNICATION?E-mail• When communicating with a large group of people.• When communicating simple, direct, clear facts, for example, ‘‘We’remeeting at the corner of Fifth Street at noon.’’• When only one or two responses will give you an answer. Not whentrying to reach a complex decision.• When communicating across continents or great distances. (Althoughtelephone services, such as Skype, have become so inexpensive thatphone contacts, too, can be an alternative to e-mail if distance is theonly obstacle).• When setting up a telephone appointment or a face-to-faceappointment.• When including a link to an article or blog you think someone mightenjoy reading.• When you do not want to interrupt the other person. For examplewhen the other person is in a meeting, on an airplane, attending awedding or funeral, or otherwise unavailable by telephone.Texting and IM’s• Texting is a great alternative to cell phone conversations in public.Who wants to listen to you set up your big presentation or buyyour car?• When you need an instant response. But, how often do you really needan instant response? Some examples of when an instant response mightbe necessary include when you are lost and need to get to an importantmeeting; your flight was cancelled and you need to contact othersbefore they depart their cities; documents were not received; or youneed to locate your teenage daughter.
178 Managing Sticky Situations at Work• When you know the other person is unavailable by e-mail or cell phoneand it’s the best way to send a short message.• When there is too much noise around for you to talk on the phone andyou want to send someone a short message.Most of us use e-communication much more extensively than necessary.We do this out of convenience. We do not wish to pick up thetelephone because we either get voice mail or we get the person andmust thereby interact. Talking takes longer than e-mailing. Furthermore,telephone tag used to be a huge annoyance and a stumblingblock to doing business. The cell phone has nearly eliminated telephonetag.Cell phones, however, bring their own sets of problems. Are we disturbingan important meeting? Is it intrusive to call people on theircells when we do not know them very well? Most bosses do not thinktwice about calling their subordinates on their cell phones and theyexpect them to be available 24/7. But, is that fair? People have livesoutside of work. The cell phone has literally brought our work livesinto every facet of our existence, whether having a romantic dinnerwith our spouse or attending our child’s soccer game.Shipley and Schwalbe describe six essential types of e-mail communication,namely, requesting, responding, informing, thanking, apologizing,and connecting. 2 Notice that the authors do not includeanything remotely related to dialogue. In other words, when we reallyneed to talk to someone—have a conversation about something,brainstorm ideas, or hear alternatives—e-mail is not the best choice.There’s no question, then, that e-mail is not the way to conduct anSIJR Conversation.As we wrestle with the appropriateness of which form of communicationto employ when, we find ourselves facing more and more confusing,sticky e-situations.STICKY SITUATION #24:ABOSS WHO E-MAILS SUBORDINATES WITH PERFORMANCE REVIEWSZack works in an international media development company.His boss, Tommy, is one of the vice presidents. Zack likes workingfor Tommy because Tommy leaves him alone to do his job. Eachday Tommy sends him about 20 e-mails even though they worka few corridors away from one another in the same building.
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ContentsIllustrationsviiAcknowledgm
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AcknowledgmentsAs a disclaimer, all
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xiiIntroductionis the word that oft
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xivIntroduction4. You supervise a g
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Chapter 1The Say It Just Right (SIJ
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The Say It Just Right (SIJR) Model
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Chapter 2Personality OverlayAtthiss
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Personality Overlay 19BOLD PERSONAL
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Personality Overlay 21energy seems
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Larry is clearly a Technical person
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Personality Overlay 25‘‘John kn
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Personality Overlay 27Resolve the I
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Chapter 5Sticky Situations with Cli
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Chapter 6Sticky Situations with Sub
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Sticky Situations with Subordinates
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Chapter 7Sticky Situations in Meeti
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Chapter 8Sticky Romantic Situations
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Sticky Romantic Situations in the O
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Page 221 and 222: 202 Appendix 14. True5. False6. Fal
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