Core ConceptsModule 2 of 6
Emails, channels, meetings and feedback
Lead with the point
Busy people may only read the first lines of a message. Put your main point or request at the start, then add the details.
A simple email structure
- A subject line that says what the email is about and any deadline
- A greeting with the person's name
- The purpose in the first sentence or two
- The details in short paragraphs or a numbered list
- A clear request with a deadline, if you need something
- A sign-off with your name
Keep each email to one main topic, and read it once more before you press send.
Choose the right channel
| Channel | Best for |
|---|---|
| Chat or instant message | Quick questions and short updates |
| Decisions, details, requests with deadlines and anything you may need a record of | |
| Phone or video call | Complex topics, brainstorming or anything that needs back-and-forth |
| In person or a private video call | Sensitive conversations, such as personal feedback or conflict |
Mind your tone in writing
Without your voice and facial expressions, written messages can sound sharper than you meant. Avoid writing in all capitals, be careful with jokes and sarcasm, and don't send messages when you're angry. Wait, reread and then decide.
Meetings
- Read the agenda and prepare one point or question in advance.
- Speak early. It gets easier once you've contributed once.
- Ask clarifying questions when something is unclear. Others are often wondering too.
- Before the meeting ends, confirm who is doing what, and by when.
Giving feedback with Situation, Behaviour, Impact
The SBI model keeps feedback specific and fair:
- Situation
- When and where it happened.
- Behaviour
- What the person did, described as facts rather than judgments.
- Impact
- The effect it had on you, the team or the work.
Receiving feedback and handling disagreement
When someone gives you feedback, listen fully, ask questions to understand, thank them and then decide what to act on. In a disagreement, focus on the problem rather than the person, use "I" statements and look for the goal you share.