Kevin Armstrong

A few years ago, I sent an email I knew I shouldn't have sent.

The moment I hit send, I said to myself: “Kevin Armstrong, you are an undisciplined coward.”

I coach leaders on communication for a living. And I still did it.

Avoiding a hard conversation by typing it out feels productive. It isn't. It's avoidance with good WiFi.

When something goes negative — a complaint, a disagreement, feedback that stings — we run to our devices. Conflict is uncomfortable. Keyboards feel safe.

But the keyboard can't confirm the message landed. It can't correct a false assumption in real time. It can't carry tone.

If you're in a position of authority, the risk multiplies. One of my clients discovered his entire management team thought they were getting fired every time he sent a text. He had no idea.

So here's the rule I now live by: If it's negative, critical, or emotionally charged — you get one reply by text or email. After that, pick up the phone. Have the conversation.

Go verbal.

The leaders people actually trust aren't the ones who type the best emails. They're the ones who can handle a difficult conversation without hiding from it.

What's one conversation you've been avoiding that deserves a real call?

We need to get back to "talking" to each other and here is why our future depends on it.

Stop Hiding Behind Your Keyboard: Go Verbal | Kevin Armstrong | TEDxCabarete What if our biggest barrier to connection isn't technology, but our...

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