Felicity Steadman

Felicity Steadman is co-founder and Director of Conflict Dynamics and Chairperson of the Conflict Dynamics Empowerment Trust. She has been a professional in the field of dispute resolution since 1989, 'the IMSSA' days of ADR in South Africa. She co-designed the training materials for the first cohort of CCMA commissions and was herself a senior CCMA commissioner. She was trained and accredited as a commercial mediator by the London-based Centre for Effective Dispute Resolution (CEDR) in 2003, with whom she is actively engaged as Head of Faculty of mediator training. Felicity is certified by the International Mediation Institute, registered with the Civil Mediation Council in the UK, and is on the CEDR Chambers and Oxford Mediation panel of mediators. She currently works as a full-time mediator and maintains a steady caseload. She mediates a wide variety of disputes including employment and workplace, information, communications and technology, right of way, trusts, wills and probate, financial services, and partnership and shareholder.

The digital revolution has irrevocably transformed the way we work and interact, offering both immense opportunities and significant challenges. As a conflict coach, workplace mediator, and facilitator, I have witnessed firsthand the profound impact of digital and video communication on workplace relationships, especially in diverse contexts like South Africa. Cultural nuances and language diversity can further complicate the picture. Misunderstandings can arise due to differences in communication styles, cultural norms, and language barriers. 

While digital tools have undoubtedly enhanced efficiency and connectivity, they have also introduced new complexities to interpersonal dynamics. The loss of nonverbal cues, the asynchronous nature of communication, and the potential for misinterpretation can strain relationships, leading to misunderstandings, conflicts, and decreased productivity.

The negative impact of video communication on workplace relationships

Video communication, while intended to bridge the gap between remote workers, can inadvertently complicate workplace communication. Here are some of the negative effects of video communication on workplace relationships:

• Fatigue and burnout: Constant video calls can lead to "Zoom fatigue," a phenomenon characterized by feelings of exhaustion and stress. This can negatively impact employee morale and productivity.
• Reduced spontaneity and creativity: Video calls can create a more formal and structured environment, stifling creativity and spontaneous interactions.
• Increased social isolation: While video calls can help maintain contact with colleagues, they cannot fully replace in-person interaction. This can lead to feelings of isolation and loneliness.
• Misinterpretation of nonverbal cues: Video calls can distort nonverbal cues, making it difficult to interpret emotions and intentions. This can lead to misunderstandings and conflicts.
• Lack of privacy: Video calls can invade employees' personal space and privacy, making them feel uncomfortable and less productive.

Mitigating the negative impact

To mitigate the negative impacts of video communication on workplace relationships, individuals and organizations can adopt the following strategies:

• Prioritize face-to-face interaction: Whenever possible, prioritize face-to face and in person communication to build rapport, strengthen relationships, and avoid misunderstandings.
• Active listening: Practice active listening skills, both in-person and online. Pay full attention to the speaker, ask clarifying questions, and avoid interrupting. Check that you have been understood correctly or that you are understanding accurately using reflecting, paraphrasing and summarising.
• Clear and concise communication: Use clear and concise language to avoid ambiguity and misinterpretation. Avoid using culturally specific metaphors, sarcasm, humour, or overly complex language.
• Mastering video etiquette:
  • Choose a quiet and well-lit space for your video calls.
  • Be mindful of your background and lighting.
  • Dress appropriately for the occasion.
  • If appropriate, keep your camera on.
  • Look directly into the camera, not at your screen.
  • Mute your microphone when you're not speaking.
  • Use chat and reactions, don’t unmute or turn video off to multi-task.
  • Use nonverbal cues effectively, such as nodding and smiling.

Managing the negative impact of digital communication such as email and texts

According to Radicalism Group Inc, Email Statistics Report 2020-2024 we send 306 billion emails every day with the average person sending 30 emails daily and fielding 96. According to the Journal of Personality and Social Psychology 50% of the time the tone of our emails is misinterpreted. One of the most significant challenges posed by digital communication such as email and texts is the loss of nonverbal cues. Body language, facial expressions, and tone of voice play a crucial role in conveying meaning and building rapport. In the absence of these cues, emails and text messages can easily be misinterpreted, leading to misunderstandings and conflicts.

In addition to the points made above about mitigating the negative impact of video communication, in the case of written communication consider the tone of your words. It can be useful to save your email or text to draft, reflect on what you have said and how you have said it and only when you have considered the potential impact of your words, send it. Be mindful of your use of CAPS and also of emojis and emoticons. While they can add emotional context to digital messages, they can also be easily misinterpreted. For example, the thumbs-up sign in most of the Western world means agreement or approval, whereas in Nigeria, Afghanistan, Iraq and Iran, it is apparently considered vulgar and offensive. Use emojis and emoticons judiciously and consider the cultural context.

A digital detox for the holidays

As the holiday season approaches, it's important to take a break from digital communication and reconnect with loved ones in person. This can help reduce stress, improve mental health, and strengthen relationships.

Wishing you a happy and healthy holiday season!