Reply within the e-mail thread when necessary
Do not copy or forward a message without permission from sender
Creating a receptive listening environment
Involves asking open-ended questions
Involves focusing on the speaker
Can repeat the message the person is making verbally
Important to be clear with abbreviations
May contradict one's spoken words
Can serve as a substitution for spoken words
Avoid interrupting and being judgmental
Consider who you are writing to
Helps you understand yourself and others and gain insight into the message behind your communication
Paraphrasing or restating what you have heard
Can affect how we understand others and how others understand us
Can impact our ability to communicate effectively
Can provide verbal support for spoken message
Complements one's spoken words
Clarifying agreement and summarizing discussion
Describing what you are hearing to check your perceptions
Important to keep this clear, concise, and simple
Involves asking for additional details, examples, thoughts, etc
