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5.1 Choosing the Appropriate Form

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of Communication

There are few hard-and-fast rules about how to communicate with another person, but some
general guidelines apply. One golden rule of communication most of us have already learned
is to avoid communicating when angry. Whether face-to-face with another person or writing
thoughts and feelings, most of us have sent a message we wish we could take back. With this in
mind, consider the following information when deciding which communication method to use.

Face-to-Face Communication

When we talk to someone face-to-face, we communicate via facial expressions, tone of voice,
and body language in addition to our words. On the telephone, facial expressions and body
language can’t be seen, so communication becomes a little more difficult to interpret. When
we write, we get only words, without any of the nonverbal clues. If we cannot see the other
person’s facial expression or body language, it is more difficult to know whether they are jok-
ing or being serious. Keep these differences in mind as you decide what form of communica-
tion is appropriate in a given situation.

As a general rule, use face-to-face communication in the following situations, if possible.

• When you deliver bad news you believe will be upsetting to the recipient. It is gener-
ally better to communicate strong emotions (other than anger) in person rather than

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