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Sometimes a phone call can serve the purpose of a series of emails and get the job done faster … and sometimes it does not!
I believe that each and every staff should develop his/her own style of communication and should know when to use emails, phone calls, or call for a meeting. Such styles, or skills, are built with training and experience. Eventually, a staff should have a sense of how to get the job done and in the most efficient way.
For that, I cannot really understand managers who shout things like ‘Why did not you call him? do not send more emails … call him!!’ or ‘send an email and after 10 minutes, follow up with a phone call.’!!
Help your staff build their skills instead of telling them what to do!!