PRACTICAL FIXES
How to Put Back the Emotions—Key Elements in Effective Communication—That the Virtual Format Takes Out

The E-mail Cheat Sheet (pp. 146–147)

• Write conversationally—and then revise.
• Avoid passive constructions for the most part. 
• Take out adjectives and adverbs.
• Tell the receiver something that he or she doesn’t know, but don’t tell him or her everything you know—we crave only a little extra knowledge.
• What we, as humans, fundamentally care about is intent; make your intent clear.
• Begin with a trigger, an emotional framing sentence, prompting the reader to want to do something.
• Close the written piece with the action you want to propose.
• Good writing has authenticity, consistency, transparency empathy, and connection.

The Audioconference Cheat Sheet (pp. 165–166)

• Put some life into your voice—smile when you talk.
• Make the call as interactive as possible.
• Set aside time when no one is allowed to do anything except socialize.
• Poll the entire group when making decisions that affect everyone.
• Make visible and actual any rules, customs, or courtesies that are typically left invisible in a face-to-face meeting.
• Use emotion-laden words when you’re trying to communicate something important.
• Be aware of our power and position, and use both appropriately.

• Consider adding music to your webinar.
• Because people crave conversation and collaboration, make it easy for both things to take place.
• Be clear on whether your session is about an exchange of information or decision making.
• Never go more than 10 minutes without some kind of break and change.
• Keep track of those who don’t participate and give them a chance to do so on the penultimate break.
• Start an online discussion about the knowledge and insights developed in the webinar.