The document discusses understanding e-body language and building trust online. It covers principles like tone being conveyed through language and pronouns, and avoiding accusations. It also addresses issues like asynchronous communication, dealing with negative responses, and responding diplomatically.

1. Understanding E-Body Language : Building Trust online By Robert Whipple 2006 ASTD ALC Presentation CEO Leadergrow Inc. 215 Curtis Road Hilton, NY 14468 www.leadergrow.com Phone 585-392-7763 Fax 585-392-2700 E-mail bwhipple@leadergrow.com Incorporated

9. Case Example – Analyze Tone “ Hi Ann, I was wondering if you could take the time to explain what was behind your note from this morning. You said that our group never told you about the Washington event until last week. I know for a fact that Jill brought it up in one of your staff meetings, and I sent you a personal e-mail asking if you had any volunteers for the committee. Is this just a memory lapse, or is there something going on between our two groups?”