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waste on email over the course of your working life. The data is shocking: the average office

worker dips into their inbox about 11 times an hour and receives about 147 messages a day.

But just because we’re spending so much time on email doesn’t mean we’re enjoying it. On the

contrary, the most common feelings associated with emails are guilt and anxiety. So why do

we spend so much time doing something that is stressful for us? 5.1. _____ Usually when you

open your messages, you get something bothersome – a communication from a frustrated client

or a boss with an urgent request. But every once in a while, you receive something exciting –

an email from a long-lost friend or an amusing puppy video. 5.2. _____ This can soon turn into

a habit which eats up time without you realizing it.

That feeling of uncertainty whether you will get something good or something anxiety-

inducing, is another aspect of email’s magnetism. How many times have you sent off a message

only to wonder, just minutes later, why you have not yet received a response? This problem

springs from a lack of social feedback. Generally, when we communicate in person, we are able

to read a thousand little cues as we talk and decide what to say next based on those cues.

5.3. _____ That is why we often start to say something but then, having been given these

non-verbal hints, we try another tack. Emails don’t allow us to adjust our delivery in order to

get our true meaning across.

This results in a natural “negativity bias” towards email. It has been proved that if the sender

feels positive about an email, the receiver usually feels neutral. And if the sender feels neutral

about the message, the receiver typically feels negative about it. 5.4. _____ How can we resolve

this difficulty? By using encouraging words and subjective language to express our personal

opinions in digital communication.

adapted from www.theguardian.com

A. In other words, it’s as if every message you send gets automatically downgraded by the time

someone else receives it.

B. And it’s those random rewards that make you want to press the button again and again.

C. To compensate for this we should limit giving facts and increase our empathy and

enthusiasm.

D. The fact is that even though we might not care about the content of every email we receive,

many of us are addicted to the act of checking them.

E. Taken from facial expressions, physical gestures, vocal tone, even proximity, they all help

to clarify the interlocutor’s reaction or intention and avoid ambiguity.

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