Good business communication is not only about correct grammar and mastery of sentence structure. It is also about mastery of emotions and awareness of the exact purpose of the communication. Quite often my clients (and friends) ask me to check their posts and correspondence before they send them or make them public, and the main change that we need to discuss is the emotion and intention behind the words.
The magic of the written word, of visual art, of dance, of photography and of creativity in general is that the emotion of the creator cannot be disguised. Have you ever noticed with your own creative work that the result very frequently is a reflection of your mood? The days where you feel alive and connected to the world are the days you produce your best photos, your best painting, your best dance performance, your most genius business idea. This is also true with negative emotions. What are the results of your cooking creations when you are in a bad mood or feeling impatient?
The mood you are in when you compose your post or business correspondence will be felt by your client at some level even if you are trying to use words which disguise it. So, take a deep breath and ask yourself before you write, "what am I feeling?". Is it frustration, self-righteousness, indignation, arrogance or desperation? Am I feeling composed, mature, grounded, self-assured and loving? Your body language should help you identify your emotion if you are unsure. Luckily, changing your physiology can quickly and easily help you get into the state you desire to write your message. Change your posture, relax your jaw, shake out your hands and legs, take a deep breath, sit back at your desk in a position of composed assuredness and enjoy the task of crafting your communication!
Here is a really quick little check-list to ask yourself and have your employees or colleagues honestly answer BEFORE the post is published or the email sent.
What emotion was I feeling when I wrote this?
What emotion do I want the reader to feel during and after reading this? Is that emotion conducive to harmonious and prosperous business transactions?
What is the intended outcome of my message? To get the reader to buy? To get the reader to be curious? To get the reader to take another action? Be very clear about the outcome you are aiming for from the message.
Are you ready for the range of possible responses (both positive and negative)?
Finally, after you have answered these and checked with a colleague or consultant whether your message reflects your intention and is likely to bring about your desired outcome, then you can send or post the message.
Nobody is perfect, and in fact the author of the article learnt the hard way (well almost) when young and full of fire in the belly when working at a law firm, and fired off an indignant response to a boss one fateful morning! Luckily her boss was a bit of a hothead himself in his younger days and had the patience and wisdom to forgive (after letting her stew for a bit about the uncertainty of her future employment). SO, if you or any of your colleagues or employees are prone to a 'passionate post' which in hindsight hasn't been helpful to your business objectives, have this little check-list laminated and framed next to the computer as a reminder!