As most of the interactions with colleagues, peers, and managers happen nowadays in written form – chat, email, articles -, this study provides a good guidance on how to avoid that a conversation will turn awry.

Being direct, starting with “you”, and focusing on facts are sure ways to make an exchange heated. On the other hand, being polite, using opinions, and expressing gratitude will keep an argument on track.

Kindness pays off.

Even when writing.