Implementation Tips & Tricks: How to Show Trust in a Hybrid World
By Erica Dhawan – Author, keynote speaker, and leading expert on 21st century collaboration and innovation
When the internet came along, no one was ever given an instruction manual for how to communicate in a digitized world. We all just picked things up as we went along, leaving room for mistakes and plenty of miscommunication.
Traditional trust has always been based on physical signals we exchange in person. But today, roughly 70 percent of all communication among teams is virtual. And naturally, this has shifted how we work with each other. Our digital body language––everything from our punctuation to our response times to our video backgrounds in a video call––make up signals of trust, respect and even confidence in our modern hybrid world.
So how do we build trust and connection, no matter the distance? Here are three principles from my new book Digital Body Language.
1. Reading carefully is the new listening
When we read on a screen, we comprehend less than we do reading print because we tend to skim and search instead of reading slowly and carefully. A big reason we read so poorly online is that we’re typically feeling pressure to respond instantly. Our need for speed then leads to exchanges marred by miscommunication and confusion—the digital equivalent of talking over each other.
Ultimately, the goal is to show that you’ve really read other people’s messages by addressing all their relevant points and answering any and all questions. If it’s not possible to give a thoughtful answer quickly, let your colleague know you’ll get back to them with more answers when the time is right. One concrete action step is to establish clear response-time norms across all platforms with your team. For example, emails: respond within 36 hours. Calls: call back within a few hours, or text back to let them know when you can talk.
2. Writing clearly is the new empathy
Writing consciously is a critical mark of respect. Check your tone and think about how your message may be perceived, especially based on your rank. A lot of the time, misinterpreting an email could be due to a dropped word or misleading punctuation. The solution is simple: Proofread your emails before sending them. Take advantage of spell check and other proofreading programs. One concrete action step is to clearly define your expectations via email by bolding the text and/or using bullets to include the expected deadline, format, and length of the project.
3. A phone call is worth a thousand emails
A good phone call can save lots of time while simultaneously generating goodwill. If you just received a vague or confusing text or email, don’t be afraid to request a phone conversation or, if possible, a video or in-person meeting. If it’s a sensitive dialogue, requesting a quick call shows that you’re thoughtful.
Phone, video, or live meetings safeguard us from asking one tiny question after the next, instead requiring us to formulate the right questions. At the beginning of a project in particular, it’s more helpful to ask open-ended questions like, “Tell me what success looks like,” or “What do the best next steps look like?” This will prevent a slew of frenzied email chains.
Erica Dhawan is a leading expert on 21st century collaboration and innovation and an award winning keynote speaker and the author of the book Digital Body Language. Download her free guide to End Digital Burnout and follow her on Linkedin.
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