The magic—and the trouble—is that we need both. You can’t fix a broken business deal with just a smile. And you can’t comfort a grieving friend with only a PowerPoint presentation about emotions.
Forms of communication | PPT
So how do you know which one to use? Look at the situation. If the goal is to build trust, lean into action. If the goal is to clarify logistics, use words. But never mix them up.
The worst thing you can do is explain an action that was already perfect. Dave didn’t need me to write him a thank-you note. He would have been embarrassed. The grunt was enough.
And the worst thing you can do is just shrug when someone needs a clear answer. “I dunno” doesn’t cut it when your partner asks, “Where should we eat?”
