If you follow our blog, you're likely aware that we've been sharing best practices for internal communication in remote work settings with our readers in a multi-part guide called "Virtual Harmony."
The guide focuses mainly on commonly used communication tools, namely email, Slack, and Zoom, and is divided into six categories covering different aspects of internal communication:
- Tools
- Interpersonal relations
- Team management
- Mental health
- Online meetings
If you have not already done so, you can read the first part of the guide in the following article:
The second part is the continuation of the tips that fall under “communication tools and personal communication skills.” Read on if you want to become a more efficient and self-aware communicator.
Communication tools and personal communication skills
Communicating clearly
Clear communication is crucial at work, especially in remote settings where digital tools and distractions can cause issues. To prevent misunderstandings, it's important to communicate all messages, especially instructions, very clearly. Anticipate possible questions by putting yourself in the recipient's shoes and asking, "Is this information enough?"
Being straightforward
The best communicators are those who are clear and to the point. Being direct helps avoid confusion and ensures effective communication. It's important to note that being straightforward doesn't mean being rude; you can be direct and polite simultaneously.
Consider a situation where your boss asked you to evaluate an intern after working with them for a few weeks. After the trial period, you find the intern has potential but isn't skilled enough for the team. When your boss asks for your opinion, it's a dilemma. You want to be considerate to the intern but also responsible to your boss and the company.
In such cases, skip the niceties and communicate the intern's strengths and weaknesses directly. Provide examples and details to support your assessment. This shows your boss that you can objectively evaluate someone's work, helping them make informed decisions.
Keeping messages short and to-the-point
To enhance communication efficiency, it's beneficial to keep messages brief and straightforward. Avoid unnecessary details that don't contribute value and may cause confusion. However, use discretion with short replies, as they could be perceived as curt in certain situations.
Not sending messages during non-working days
Everyone is responsible for their well-being, such as managing notifications during non-working days. However, collectively, we can support one another by refraining from sending non-urgent messages on days designated as non-working, contributing to a healthier work-life balance.
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Knowing the best time to contact your co-workers
It would be thoughtful if you could be mindful of others' daily schedules when deciding to contact them.
For example, if you're aware that your boss is busiest between 9 a.m. and 11 a.m., and your message isn't urgent, consider delaying it to a later time to avoid overwhelming them. If Monday is their busiest day, opt for sending non-urgent messages on a lighter workload day, like Friday.
Similarly, if you know they've had a tough day, refrain from bombarding them with questions or requests on the same day. Give them some space to regroup. This small consideration can significantly contribute to their well-being.
Using emojis instead of sending a short reply
Sending just an emoji as a reply to a work-related email might come across as unprofessional. However, in more casual platforms like Slack, using an emoji as a reaction instead of a separate message can help avoid cluttering inboxes and distractions.
It's advisable to use emoji reactions whenever possible, as they don't trigger notifications but are visible in the message thread when checked.
Exercise caution, though, as in formal relationships or less frequent email exchanges, a short reply like "Thank you" might be more appropriate than relying solely on an emoji.
In cases where a clear confirmation of receiving an important message is needed, opting for a brief response like "Thank you" or "Noted" is recommended.
Not over-using emojis and memes
Emojis and memes have become a vital part of how we communicate, but it's crucial to use them wisely. Too much of a good thing can be counterproductive.
Overusing emojis and memes can make communication feel less personal and may be misinterpreted. It might suggest the sender is unwilling to take the time to type a few words or is exaggerating their response.
Using emojis without careful consideration can also make a person appear unprofessional, especially in serious conversations. Different cultures may interpret emojis differently, adding another layer of complexity.
Also, sending a lot of emojis in a message might pressure the recipient to respond the same way. To keep things balanced, it's generally a good idea to stick to one emoji in most messages.
Using bullet points or numbered lists in your correspondence
Bullet points or numbered lists are great tools for organizing your message. They help highlight key points or priorities, making it easier for the recipient to read, understand, and remember the information presented.
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Trying to avoid the word “urgent” in your correspondence
Choosing your words carefully is important for everyone's peace of mind. Instead of using words like "urgent" in emails, just state a clear deadline to convey urgency without causing stress. Use such words when it’s absolutely necessary.
Keep in mind that what you think is urgent might not be the top priority for the person you're talking to. They might need time to reply. This is crucial, especially in work relationships where everyone is on the same level, and the message isn't coming from a higher authority to the whole team.
Making it clear if a message does not need a reply
In today’s digital age, most people receive lots of messages every day. To save your colleagues' time and keep them focused, it helps to mention in the message if no response is needed, especially for less important messages. This avoids them feeling the need to reply. If you get a message saying no response is necessary, respect that and avoid sending unnecessary replies.
Letting others know when you are out of office
In a physical office, it's easy to notice when someone takes leave, but in remote work, it's not as clear. If you plan to be off, let your direct colleagues know a few days ahead to avoid confusion. Mention when you'll be back, and if it's not personal, you can share the reason with the team.
Leave the contact details of the person covering your tasks so work isn't disrupted. If needed, share your mobile number with team leaders for urgent matters, and make sure your message is received.
For short leaves like a day or half-day, you don't need a big announcement. Still, inform your main colleagues to show respect for the workplace and maintain work flow during your absence.
If your workplace has an automated procedure for taking leave, use this instead of writing messages to inform your colleagues in a more efficient way.
Setting an out-of-office email when you are away
Besides informing your colleagues about your upcoming absence, it's a good idea to set up an out-of-office auto-reply in your email platform. This helps both internal and external contacts know you're away, even if they missed previous messages or forgot.
In the auto-reply, mention the reason for your absence (if not too personal), your return date, and provide the name and contact details of the person covering your tasks.
Don't commit to specific response times; a simple "I'll get back to you at the earliest opportunity" is sufficient because catching up might take time after your return.
Setting status and availability
Many communication platforms, like email and Slack, offer features to set your status and availability, indicating if you're in a meeting, on a call, or out of the office.
Updating your status helps your teammates know if you can check messages, reducing distractions for you and signaling to them that they should reach out to someone else if their message is urgent.
Not going into stealth mode
Platforms like Slack let users set their status and availability, but it's crucial to use this feature honestly and responsibly. Some people tend to set their status to "away" or "offline" during work hours while still being online, which isn't advisable as it can hinder communication, undermine transparency, and negatively impact team performance.
Using people’s names
Using people's names is a great way to grab their attention and make them feel acknowledged. Greet others by their names and use them when highlighting important points in written chats or during calls. Just remember not to overdo it.
Not shortening the recipient’s name or using their nickname unless they ask otherwise
In the workplace, one boundary to be mindful of is shortening someone's name or using their nickname. For instance, if someone named "Ebbie" is known by some as "Eb," it doesn't mean you have the same permission. Only use alternate names if the person has explicitly given you the go-ahead.
Being aware of your tone
Much of the internal communication in most workplaces takes place in written form on online platforms, so it's crucial to be mindful of the tone to avoid sounding rude, blunt, overly brief, or sarcastic.
A helpful proofreading tip for tone is to read your message out loud; it allows you to hear yourself and spot parts that might sound inappropriate.
If there's still a chance of misunderstanding even after proofreading, consider using a different communication channel, like a video call, to interact with the other person.
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Not over-using exclamation points
There has been much debate about the use of exclamation marks, one of the most controversial punctuation marks. It's advisable to use them sparingly, as they can be perceived as overly emotional, immature, or sarcastic in most communication contexts.
Making it easy for others to access the necessary information
Just as you appreciate having all the necessary information in one place, your colleagues find it convenient too. Make their lives easier by providing all the details in your message.
For example, if you ask them to review a published blog post on the company’s website, share the link to the article directly. Or if you have a draft article on WordPress, send them the direct link instead of mentioning that it's in the drafts.
Not assuming someone’s gender
In online teams with diverse members, it can be hard to guess someone's gender, especially if it's not in their profile.
Misgendering can be disrespectful, so it's better to avoid using pronouns until you know how someone identifies.
It's also important to note that some people may not wish to upload a photo for privacy or personal reasons, a decision that should be respected.
Not over-using the edit feature
Sometimes people send messages on WhatsApp and then quickly delete them, leaving a deleted message trace. Sending a message by mistake or regretting it happens to everyone, but if it becomes frequent, it might affect trust.
This is similar in work situations where many platforms allow message editing. While it's helpful for fixing inaccuracies, using it too much can make you seem careless and unprofessional. So, it's a good idea to double-check your message before sending it.
For minor typos or small errors, it's recommended not to use the editing feature. Real-time communication is often fast-paced and forgiving of small mistakes in informal conversations. Save the editing feature for more significant errors.
Not deleting or modifying messages after they are seen
Transparency plays a vital role in building trust. On communication platforms, rather than deleting or modifying a message after it's been seen, openly correct the mistake.
Let the recipient know you want to update your previous message and explain why. This not only builds trust and professionalism but also avoids confusion in the future, as recipients may need to refer back to the original message.
Not being a perfectionist when using real-time communication apps
Trying to be perfect in fast, real-time communication can be exhausting. Accept that, like real-life conversations, these chats won't be flawless. Don't obsess over things like capitalizing the first word in a sentence.
It doesn't mean sending a messy message. Proofread to show respect for the recipient and reduce the need for future edits. But be cautious not to fall into obsessive editing habits. Usually, what you say matters more than how it looks.
Overthinking a message might mean missing the chance to say something at the right time, making a late reply less relevant or effective. Focus on what truly matters and avoid unnecessary perfectionism.
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Thinking before you speak
In real-time chats or calls, consider setting a rule for yourself: wait 3 to 5 seconds before replying. It's a brief delay that the other person won't even notice, but it:
- Ensures you fully read and understand the other person's message before replying.
- Prevents you from preparing an answer or starting to type before they finish speaking.
- Helps communication flow smoothly, efficiently, and with full respect for the other person.
Learning to read non-verbal communication
Non-verbal communication, though often overlooked in remote settings, remains crucial in the communication process. Even without face-to-face meetings, understanding non-verbal cues is valuable, especially in online meetings.
For example, people's body language, including how they sit, gesture, express themselves facially, use their voice, and move, can convey their emotions—whether they're happy, upset, resentful, or indifferent.
Observing these cues over time helps identify consistent patterns, allowing you to address issues, such as employee disengagement, before they escalate. This skill is particularly important for team leaders.
Understanding non-verbal signals also helps gauge the effectiveness of your message and the engagement level of participants during online meetings.
Mastering the art of silence
Team members may discuss various topics on work-related communication platforms, reflecting diverse backgrounds and concerns. It's natural, and all opinions should be respected. Yet, you might encounter messages conflicting with your beliefs.
If it's a personal opinion, there's no need to immediately respond with a differing view. It's often better to stay silent and avoid unnecessary arguments that could create tension.
However, if it's something directly related to work, could impact your job, or involves you personally, you can respectfully express your opinion.
Ensure you've carefully considered the situation and heard different views before speaking up. Hasty conclusions or blindly taking sides can be unproductive.
In situations where team members are arguing over something unrelated to you, staying out of it is usually the best choice. Interfering might not help and could worsen the situation.
Not saying something that you do not mean
In workplace internal communication, as with any communication, it's crucial to be sincere and avoid saying things you don't mean. Whether it's a "compliment" or a "promise," insincerity is often transparent.
For example, if your team is congratulating a colleague on an article feature, and you don't genuinely find it a good read, there's no need to insincerely praise them. If you can't commit to helping a colleague with a technical issue, be honest about it.
Even small statements like "Looking forward to meeting you in person one day" should be genuine. If you don't mean it, it's better to leave it out.
Not saying anything with the wrong intent
In human relations, people often say things that sound nice on the surface but may have negative intentions. If you feel the urge to send a seemingly nice message that you know isn't well-intentioned, stop yourself.
Clarifying your intention
Sometimes, a request can be misunderstood as an order if the intention is not clear.
For example, asking a colleague if a task will be completed on Tuesday might seem random, inappropriate, and authoritative unless you clarify the reason.
If you explain that the task needs to be completed before a public holiday for technical reasons, it comes off as a reasonable, respectful request.
Being careful with the use of adjectives
Adjectives play a significant role in conversations. When used appropriately, they can enhance a message and make it more effective.
However, using adjectives without thought or in excess can make the same message ineffective or open to misinterpretation.
Balancing the use of adjectives is a skill that requires learning. Adjectives can imply judgment, signal exaggeration or insincerity, and evoke various emotions in people from different backgrounds, potentially leading to misunderstandings.
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Being understanding to non-native English speakers
In the era of remote work, organizations often have teams with members from different countries, and not everyone may be fluent in English. When interacting with colleagues who have a less advanced level of English, it's crucial to ensure clear communication.
Use simpler terms to convey your message, avoiding complex words and phrases. If you think a call would help them understand better, choose that over a written message, or vice versa. Respect their communication preferences.
Never make fun of people who speak in broken English, and don't be offended if they accidentally say something inappropriate in English. Understanding and patience are key in diverse teams.
Not over-complicating communication
Sometimes people fall into the trap of being overly methodical in communication, making things more complicated than necessary and wasting time and energy.
For example, imagine you need to promote a piece of content on the company's social media, and you have a good guess about the colleague in charge. You have two options:
- Write to your boss, asking who handles the social media, and then contact that person to promote the content.
- Directly ask the person you think is in charge if they handle such tasks.
Choosing the first option involves writing two messages, waiting for replies, and unnecessary distractions. The second option involves writing just one message, avoiding unnecessary distractions, and getting a faster reply.
Another example is asking for permission when it's not necessary, just to appear polite. If you don't need your boss's permission to do something, you shouldn't ask for it. It avoids unnecessary distractions for others and saves everyone time and energy.
Knowing when to use underlined, bolded, italicized, or highlighted text
When writing emails or messages on platforms like Slack, you might consider using features like underlines, bold, italics, or highlights to distinguish or emphasize certain words. However, these tools can be tricky and easily misinterpreted.
Using these emphasis features might unintentionally imply that the recipient needs help identifying important information, which can come across as impolite and unprofessional.
It's generally better to avoid these features unless you're dealing with a lengthy email where details might be overlooked.
For instance, in a detailed event invitation, it's appropriate to highlight essential information like the date, time, and venue. In such cases, using emphasis features can enhance clarity without appearing disrespectful.
Developing your message as a stand-alone note
When replying to emails or messages on platforms like Slack, make sure you include the essential information your recipients need, even if you're replying in a thread.
If possible, craft your response so that it reads like a standalone note and provides clarity without the recipient having to revisit previous messages.
Team members receive many messages every day, and it can be time-consuming and frustrating if they have to review previous messages to understand the current discussion or find important links.
Communicating proactively when necessary
While over-communicating isn't recommended, under-communicating can make you appear unprofessional.
For example, if you finish a task that a colleague needs to know about, don't wait for them to follow up. Take the initiative to inform them, but avoid sending unnecessary updates.
Sending important messages one by one
People's patience seems to be waning, especially on real-time communication platforms where some tend to bombard others with messages to quickly unload their thoughts.
This becomes a problem if the messages are really important, as the recipient may feel overwhelmed or even miss some of these messages.
It's better to send only one important message at a time on these platforms and wait for a response before sending another message. This allows the person to focus on each message and you're likely to receive a more appropriate response.
When it comes to emails, it's a different situation. Emails are better organized, and communication doesn't happen in real time. Recipients can open their messages one after the other without seeing all the messages at once. So, it's okay to send several important emails at the same time.
Not being too formal on informal communication platforms
Email is the go-to choice for formal communication, while real-time communication apps like Slack encourage a more casual style, similar to how people talk in real life.
Therefore, it's unnecessary to be overly formal when using such platforms.
For example, you don't have to greet the recipient every time you message them or ask how they are doing. You can do that for the first message of the day.
Creating a complete profile
In a remote work setup, someone's profile is the main way for others to learn about them. It's a good idea for all team members to include their full name. This helps prevent confusion, especially if there are other people in the organization with the same first name.
Team members are also encouraged to upload a recent photo of themselves, mention their position, provide contact information, and share other relevant details. Doing so helps others get to know them better and makes communication easier.
Sharing how you use your bonuses
One of the most heartwarming moments on digital communication platforms is when team members share experiences made possible by company bonuses or similar rewards.
It might be a trip to another country, a workation opportunity, a dinner for two, or a study bonus. This not only allows individuals to express their gratitude but also serves as motivation for others to enhance their performance.
Communicating the extra mile you go
Some remote workers feel overlooked for their extra efforts, as their bosses may not notice tasks that are outside the job description and not obvious in a non-physical work environment. It's advisable for remote professionals to communicate such efforts to show their commitment and teamwork.
These "extra-mile activities" may later justify your request for extended deadlines, for example. However, instead of over-communicating, it's more effective to keep a log and communicate these tasks during regular calls or in weekly reports.
Communicating your weak spots proactively
In a virtual work environment, it can be difficult for team leaders to recognize the weaknesses of team members, especially if the problems are not immediately obvious. Someone struggling with time management issues may not miss deadlines, but they could be working overtime, which can lead to pressure and mental strain.
In this case, it is important that team members proactively communicate their weaknesses to their managers and seek help. This has several benefits: It alleviates personal stress, encourages skill improvement, and demonstrates a commitment to improving performance.
Team leaders should also actively look for areas where team members need improvement so that they can introduce initiatives such as training workshops to develop the relevant skills.
Stay tuned for the next part of the guide!
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