{"id":23257,"date":"2020-03-09T19:35:15","date_gmt":"2020-03-09T19:35:15","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=23257"},"modified":"2020-09-17T11:10:33","modified_gmt":"2020-09-17T10:10:33","slug":"working-across-land-and-sea-tips-for-remote-communication","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/working-across-land-and-sea-tips-for-remote-communication\/","title":{"rendered":"Working across land and sea: Tips for remote communication"},"content":{"rendered":"

For remote workers, chat is the simplest option for communication. But if most communication is nonverbal, how do you make sure what you say and hear aren\u2019t misinterpreted?<\/p>\n

When speaking with someone in person, the words you use matter. But if there\u2019s any ambiguity in what you\u2019re trying to say or how you feel about a situation, those nonverbal factors \u2013 such as body language, facial expression, etc. \u2013 have a greater impact than the words you use.<\/p>\n

I\u2019ve learned this time and time again as a remote worker of nearly seven years, and I\u2019m proud to say I\u2019ve developed strong and effective working relationships with my teammates here at Intercom even without meeting most of them in person. Here are three tips \u2013 A.C.E. for the acronym-minded \u2013 for effective remote communication:<\/p>\n

1. A<\/span>ssume positive intent<\/h2>\n
\"\"

Source: Matthew Cook<\/a><\/p><\/div>\n

If your words aren’t clear, then the recipient is left filling in the blanks with assumptions. Those assumptions not only derail whatever you\u2019re working on, but it can have a more lasting impact on the way your teammates perceive you, and vice versa.<\/p>\n

I know it\u2019s easy to say pause and breathe, but really\u2026 Pause. Breathe. If you read a message that seems negative in any way, give yourself a minute to respond and short circuit any swirl happening in your mind. Realistically, it’s highly likely there wasn\u2019t any negative intent at all.<\/p>\n

During this pause, consider other explanations for what was just said. Here I like to draw on Hanlon\u2019s Razor<\/a>, which basically says \u201cNever attribute to malice that which is adequately explained by ignorance.\u201d In distance communication, there are a host of reasons why someone might have come across negatively that have nothing to do with you: hanger, distraction, stress\u2026 We can all relate to these, right?!<\/p>\n

2. C<\/span>larify ambiguity<\/h2>\n

If we think of chat as a proxy for speaking, the onus is always on the speaker to make themselves understood. It never hurts to overcommunicate or overclarify online.<\/p>\n

An obvious example is acronyms. These rarely translate well online, particularly when chatting cross-functionally. If you must use one, always spell out the first instance. Especially with someone you don\u2019t know well, and especially with someone who isn\u2019t in your timezone. Nothing drains a conversation of energy faster than when someone has to wait 12 hours to clarify an acronym.<\/p>\n

On the flipside, if you\u2019re unclear about something, ask! In real life when someone says something that\u2019s left you scratching your head, you\u2019d clear it up quickly. It probably happens hundreds of times a day, and you don\u2019t even think about it.<\/p>\n

Make this a habit online as well. It could be as simple as saying: \u201cI\u2019m working on my distance communication, and I wanna make sure that I get you\u201d or rephrasing and returning, like \u201cJust so we\u2019re clear, what you\u2019re saying is…\u201d or bluntly, \u201cIt\u2019s not clear from your message how you feel about this.\u201d Yes, it\u2019s direct, but it\u2019ll nip any confusion in the bud and get your conversation back into a productive, healthy place.<\/p>\n

Personally, I like to pair it with an emoji or two to soften the clarification on Slack.<\/p>\n

\"\"<\/h2>\n

3. E<\/span>xpress yourself<\/h2>\n

At the end of the day, communication isn’t just getting information from A to B. It’s how we actually connect and build relationships, something that happens so naturally in an office and less so via chat.<\/p>\n

So let’s express ourselves online better! A great start is to explore the >3,000 standard emoji available on most messaging platforms.<\/p>\n

“As a remote worker, I\u2019m begging<\/em> you to stop using this emoji: \ud83d\ude42”<\/p><\/blockquote>\n

And as a remote worker, I\u2019m begging you to stop using this emoji: \ud83d\ude42. You may think this smile shows you\u2019re happy, but it\u2019s the easiest to misinterpret as negative to someone who doesn\u2019t know you well. It might come across as passive aggressive, sarcastic, unimpressed, etc. It\u2019s not particularly representative of a real human smile either (try making that face\u2013 feels fake, right?) so it\u2019s a poor proxy for expressing genuine happiness. We have a bevy of clearer expressions to choose from:<\/p>\n

\"\"<\/p>\n

As my teammate Jen noted<\/a>, we can also use non-standard punctuation and text formatting to mimic our voice and tone. Note the differences between:<\/p>\n

Sure!!!<\/strong>
\nvs
\nSure\u2026<\/strong><\/p>\n

We can also use phonetic spelling and letter repetition to reflect the inflections in our voice:<\/p>\n

Sooooooo good!<\/strong>
\nOooooh wow<\/strong>
\nAha!<\/strong>
\nWHAT!<\/strong> (using all caps to indicate shouting)
\nThat\u2019s highly<\/em> unlikely<\/strong> (using italics to indicate tone of emphasis)<\/p>\n

There\u2019s plenty to explore. I\u2019d encourage you all to play with this a bit.<\/p>\n

Being personal across land and sea<\/h2>\n

Remote work may seem fun and easy, but we\u2019re uniquely challenged by the lack of nonverbal cues at our disposal. To communicate effectively, follow these principles and make them a habit to help you ACE your distance communication and build strong, lasting online relationships.<\/p>\n

\"\"<\/p>\n","protected":false},"excerpt":{"rendered":"

When most communication is nonverbal, how do you make sure what you say and hear aren\u2019t misinterpreted when you’re working remotely? <\/p>\n","protected":false},"author":209,"featured_media":23290,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[21570,321],"coauthors":[471],"class_list":["post-23257","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-covid-19","tag-live-chat"],"yoast_head":"\nWorking across land and sea: Tips for remote communication - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Working remotely poses unique communication challenges, particularly over live chat. 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