Email is an ineffective medium for resolving conflicts. Written word, particularly online, makes the perception of tone inconsistent between different people, and can make conflict resolution even worse than it was before. The article focuses on the angle of customer service and client support, in discussing the different assumptions that people make when reading an email. The article suggests some options for conflict resolution – dealing with issues early, before they become real problems; focusing on listening actively so people feel engaged and understood; having difficult conversations with people in person when possible; and follow-up on difficult conversations.
Read more: Using Email to Resolve Conflicts Is a Reliable Way of Making Everything Worse
