Communication Myth 7: Written communication is safer than verbal

Leadership in 180 Seconds: The 10 Greatest Communication Myths in the Workplace

Email feels safe—measured, efficient, professional. But when emotion is involved, written words can do more harm than good. In this episode, we explore why clarity on the screen doesn’t guarantee clarity in the mind—and why great leaders pick up the phone when it matters most. Comfort or connection? You choose.

• Transcript

  Recently, I needed to communicate with a client and I couldn’t get them on the phone. So I emailed. The communication required some specific detail, and I felt it best to write it all down. That way, I had time to sort through my thoughts and ensure everything was covered. Was I right? Absolutely not! My client took it terribly and it took many missed phone calls before I could raise the client, apologise and deal with the issue properly.

  Written communication feels safer. It gives us time to think. It’s documented. It keeps things professional. But here’s the problem: clarity on the page doesn’t always equal clarity in the mind.

  Tone, intent, and emotion don’t always survive the journey from your keyboard to someone else’s inbox. A short message that felt efficient to you might read as cold, passive-aggressive, or even angry to someone else. Suddenly, what was meant to be simple turns into a misunderstanding—or worse, a silent conflict.

  When I coach leaders, I always ask: “Is there any potential emotion in this message?” If there is, it just can’t be done over text. Written words are lifeless—they lack tone, body language, empathy. They can so easily be misread.

  Now, that doesn’t mean stop writing emails. It means lead with discernment. Use the phone. Use video. Walk across the office.

  One thing we need to consider seriously is generational expectation. The back end of Gen. X, Millennials, and Gen. Z have all grown up in a world where phone calls are the last option. As a result, there’s often a quiet fear sitting behind the idea of picking up the phone or having a face-to-face conversation.

  If you’re part of these generations, it’s vital to build confidence and skill in phone conversations. And if you’re not affected in this way—show empathy. These generations didn’t choose this discomfort. It was given to them when we as parents gave them their smart phones without teaching them how to converse properly. So, coach them. Help them through conversations. Role-play. Normalise it.

  Leadership communication isn’t about playing it safe. It’s about being effective. And sometimes, effectiveness means stepping into the uncomfortable space of real dialogue.

  So here’s your challenge:

  1. If you experience fear around picking up the phone—acknowledge it. Then start working on it. If you’d like some practical exercises, DM me.

  2. Be proactive about your communication method. Don’t default to email because it feels quicker or easier. And if there’s any potential for emotion in the response—choose a medium where dialogue is possible.

  Because in leadership, it’s not just what you say—it’s how you say it that builds trust.