Eye to eye: Handle intense work situations face-toface when possible

Misunderstandings happen, disagreements are part of the process and complex issues often result in overheated tempers. But as most people know, conflicts can be overcome with communication. If you need to resolve an unpleasant situation at work, keep in mind that how you choose to communicate is more important than ever. Online

interactions with coworkers and clients certainly serve a purpose, but if you really want to build trust and maintain strong business connections in an increasingly digital world, you’re going to have to step away from the computer.

David Levin, author of, “Don’t Just Talk, Be Heard!” (Minneapolis Press, $19.95), recommends matching the intensity of the message you’re trying to get across to the medium you use for communication in order to assure the true impact of the message is relayed.

“Email is technically possible for a high-emotion message, but very risky,” Levin says. “You must take the time and have the skills to clearly convey the appropriate emotions in your written words. Unfortunately, most people have neither. If it’s a big deal, have the conversation in person if at all possible.”

Levin says a phone conversation or online meeting with a client or coworker you already have an established relationship with might work for a somewhat intense business discussion. But be careful about sending messages on interoffice apps since it’s easy to misconstrue what someone means or wants when they’re responding in sporadic bursts.

Career expert Sheila Marcelo says that regardless of the medium for communication, the truth counts.

– Marco Buscaglia