Guest Post: Walter Mullin on Business Communication


My friend Walter Mullin and I recently got into it about the communication snafus we all see at work.  (Can you say, “email”?)

Walter is a NYC-based consultant who works in Customer Engagement Marketing.  Communication is his bread and butter.   And it’s the glue for our workplace relationships.

Our conversation went from one thing to another, and the idea for a guest post was born!

Without further ado, Walter’s guest post…

5 Things Successful Professionals Know About Business Communication

Technology makes communicating faster.   It doesn’t always make it easier.  Over and over I hear from colleagues about the challenges of communicating effectively in business.

Some people, however, seem to have found the right balance.  Here are five useful tips they follow.

1.  After 4 emails, pick up the phone
If you can’t get the answers you need in four email exchanges, it’s time to pick up the phone!  Not only will you get the information you need more quickly, you may even learn something you didn’t know, or come up with a better way of tackling the problem.

Follow up with a confirming email if you want the written trail of what you discussed.

2.  A phone call gets a phone call back
When someone calls and leaves a message, pick up the phone and call them back.  Do not email, text or IM with “Saw that you called, what’s up?”  The person needed to talk with you live, so demonstrate professional courtesy: return the call.

If you’re pressed for time or unable to call back, then an email or text will suffice as long as you explain why you can’t pick up the phone.

3.  Never deliver bad news in an email
Got some unpleasant news to deliver?  Pick up the phone and do it live – or better yet, walk down the hall and deliver the news in person.

You can’t monitor someone else’s response through email.  You can control your own reaction when you’re talking live.   If the other person overreacts, you can talk them off the ledge.  If the gravity of what’s happening isn’t clear, you can explain it.

Either way, your professional reputation holds up better when you don’t hide behind email.

4.  If you want a “yes”, ask in person
Need someone to say yes?   Meet in person to make the request.  It’s much harder for someone to say no when you’re sitting across the table.  You’re more likely to get a yes — or at least a maybe — when you meet in person or, if distance requires it, talk over the phone.  The same request made through email, text or IM is much easier to turn down.

If it’s important, take the time to tee up the ask live.

5.  Remember the basics.

  • Keep it short.  Shorter emails get read, remembered and reflect back well on the sender.
  • No “text” abbreviations.  “U dnt lk gd in biz if u wrte lk ur txting btw cls in schl.“  This is business – communicate like a professional.
  • Spell check.  People do notice.
  • If you think you shouldn’t, don’t.  Listen to that little voice inside your head that tells you not to put something in email.  It’s probably right.

Walter, thank you so much for writing the first guest post to appear on my blog!   Writing a blog post takes time, effort and expertise.

I appreciate it!

Photo:  A Sailor communicates with the officer of the deck in flight deck control, by Official US Navy Page, via Flickr under Creative Commons license.

2 thoughts on “Guest Post: Walter Mullin on Business Communication

  1. Thanks, this is very good advice; I hope people will listen! I also suggest that you never email something you would not want the whole world to see, it is so easy to accidentally cc or forward to the wrong person.

    1. Yes! You are so right.

      Another reaction to this post, via Linked In: email and that second glass of wine don’t mix well.

      Thanks for stopping by and commenting.

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