• Understanding and respecting communication styles

Generation Z, born between 1997 and 2012, is the first generation to grow up fully immersed in digital technology and the internet. This has made them highly tech-savvy and globally connected. While they share some similarities with Millennials, Gen Z is generally seen as more pragmatic, entrepreneurial, and financially focused.

However, their communication style has drawn criticism from the older generations. Some common complaints include their preference for concise and informal communication, often through text messages, which is sometimes perceived as rude or disrespectful by the older generations. Additionally, their reliance on technology for communication often leads to misunderstandings and a lack of empathy in online interactions.

While these criticisms may be valid, it’s important to understand that Gen Z’s communication style is a product of their upbringing and experiences.

Communication is complex

Communication, without doubt, is a complex process, with both verbal and nonverbal elements playing essential roles. When we communicate in person, the effectiveness of our message depends heavily on our ability to understand not just words but also body language, facial expressions, and tone of voice.

Without mastering these aspects, face-to-face communication can often fall short. However, in-person communication is just one of many methods. Over time, communication has evolved – from traditional letters to modern platforms like email, texting, WhatsApp, and Snapchat – each with its own strengths and limitations.

The advent of technology has introduced new challenges in personal communication. Particularly with mobile phones, the ways we interact have transformed significantly. In acceptance of older generations’ complaints, research indicates that younger generations, especially Millennials and Gen Z, prefer texting over calling. This preference allows for greater flexibility, giving people the freedom to decide when and how to respond, rather than feeling pressured to reply in real-time. It has become common etiquette to send a text before calling to check if the person is available, showing respect for the recipient’s time.

Communication etiquette

Netiquette is essentially an extension of traditional communication etiquette, adapted to the digital world. Both focus on respect, politeness, and the intent to foster positive interactions, but netiquette introduces specific guidelines relevant to online communication, where the absence of face-to-face cues can lead to misunderstandings if not handled thoughtfully.

In traditional communication etiquette, principles like active listening, clarity, and respect are practised in physical or verbal interactions. This includes maintaining eye contact, using polite language, and being mindful of others’ time. For example, active listening is a vital aspect, showing attentiveness and respect by focusing fully on the speaker without distractions. Clear, concise messaging and a respectful tone are also key to ensuring that both parties feel valued and understood in the conversation.

Netiquette adapts traditional communication principles to the specific environment of online platforms. Since digital communication lacks nonverbal cues – such as body language and tone – that help clarify meaning in face-to-face interactions, written communication requires extra care. Key netiquette practices include avoiding the use of ALL CAPS (as this can be perceived as shouting), respecting privacy by not sharing others’ personal information, and adhering to platform-specific guidelines to avoid behaviours like spamming or trolling. For example, using LinkedIn, a professional social media platform, for casual or friendly chats is a violation of its intended use. These guidelines help prevent misinterpretations and foster respectful interactions, even in text-based exchanges.

Overall, netiquette builds on traditional etiquette by applying the same core principles of respect and clarity but adjusting for the challenges of digital communication. This extension ensures that online spaces remain constructive, allowing users to navigate them with the same politeness and consideration they would in person.

Privacy in the digital world

We often receive advice about what to post online and how to communicate responsibly. However, it’s important to remember that the responsibility isn’t only on the person sharing information; the receiver also plays a key role. Respecting privacy in digital communication is essential, especially in today’s interconnected world. Being careful about sharing sensitive information or discussing private matters in appropriate settings helps protect confidentiality and shows respect for others’ privacy.

For example, if a friend shares personal news in a private message, keep that information private and avoid mentioning it in public comments or posts without permission. Similarly, avoid forwarding email chains or group messages that contain others’ personal details, like their phone numbers or email addresses. On platforms like social media, it’s considerate to ask permission before tagging someone in a photo, as people may not want all aspects of their life made public.

Choosing the right medium

Choosing the right medium for communication is essential for conveying messages effectively. The nature of the information, the context, and the relationship with the recipient should all guide this choice. For instance, texting is great for quick updates or confirmations, while email works well for formal communication, particularly when sharing detailed information or needing a record of the conversation.

Phone calls allow for real-time dialogue, making them ideal for discussing sensitive or complex topics where tone of voice can add empathy. Face-to-face conversations, where possible, are best for significant or emotionally charged discussions, as non-verbal cues like facial expressions and body language enhance understanding. Video calls are a useful alternative when in-person meetings aren’t feasible, as they allow for visual connection even at a distance. Thoughtfully selecting the right medium not only improves clarity and effectiveness but also shows respect and consideration for the other person, leading to more meaningful and impactful interactions.

Don’t forget the professional setting

Maintaining proper etiquette in a professional setting helps establish and uphold clear boundaries, which are essential for respectful and effective collaboration. Good communication practices – whether in person or online – demonstrate professionalism and respect, reducing misunderstandings and fostering trust.

This approach prevents potential boundary issues, as clear and respectful communication reinforces each person’s role, limits, and responsibilities. Observing etiquette helps create an environment where everyone feels valued, boundaries are respected, and work relationships remain professional and productive.

(The writer is a mental health professional and has, over the past 11 years, contributed to several Sri Lankan media publications in both English and Sinhala languages, focusing on topics related to psychology and counselling)