Section outline

    • According to studies by Albert Mehrabian, Professor Emeritus of Psychology at UCLA, in a face-to-face exchange, only 7% of the message is derived from the words spoken, 38% comes from tone of voice and a huge 55% comes from facial expressions and body language. When writing emails, then, we are at a big disadvantage since we have no opportunity to convey our tone or body language. We, therefore, have to rely on other ways to express ourselves, for example through appropriate writing style, a clear structure and suitably chosen wording.

      Mehrabian, A. (1981) Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth

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