Good teams pick up the phone

I heard this from a retreat leader a couple of years ago: good teams pick up the phone.  I tried to follow the advice but found myself reverting to an old habit of sending emails. 

Recently, a friend in a different industry told me how he diffused an impending conflict between emailing parties with a simple phone call, and I was reminded that I haven’t been great at following this excellent advice.

Party this is due to the ubiquity of my phone.  It’s an unhealthy appendage and the desire to use it even more didn’t sit well.  So I disabled all of my notifications (bliss!) and started using my office phone more often (hello old friend!).

Why?  Well, we’ve all seen it happen—an email thread that starts with a simple question but quickly turns into a long and winding exchange. Each reply attempts to clarify, yet somehow the conversation gets murkier.  What could have been a simple discussion has become a multi-day email saga.  Or the dashed email designed to provoke and, when it succeeds, leads to stress and anger.  

Higher education values careful deliberation, but sometimes the best way to move forward is the simplest: picking up the phone.

Why Email Feels Like the Safe Choice (Even When It’s Not)

Email is useful. It allows for documentation, accommodates different schedules, and gives people time to be thoughtful in their responses. But it also has its limits. It can obscure tone, create unnecessary lag, and make even straightforward decisions feel like they require endless rounds of clarification.

In some cases, platforms like Teams, Google Drive, or shared project management tools provide better alternatives. These tools allow for real-time collaboration, version tracking, and easy access to past decisions, reducing the need for back-and-forth emails. They also minimize tone misinterpretation by offering threaded discussions, file annotations, and shared edits that provide clearer context. But even these tools can’t replace the efficiency of a direct conversation when something needs resolution.

No one wants more meetings. Faculty, staff, and administrators are juggling packed calendars. But there’s a difference between thoughtful communication and inefficiency disguised as deliberation. Knowing when to switch from typing to talking can save time, preserve relationships, and prevent frustration.

When to Pick Up the Phone (or Have a Quick Video Call)

Successful teams don’t abandon email or collaboration platforms—they just recognize when a direct conversation is the better option. Here are a few moments when talking in real time makes all the difference:

✅ When clarity is needed: If an email thread is generating more questions than answers, a five-minute call can provide instant resolution or a recognized need to meet in person.

✅ When tone matters: We’ve all misread an email before. A call ensures that intent and interpretation are aligned, preventing unnecessary tension.

✅ When time is critical: Some decisions simply need to happen quickly. Whether it's a student issue, a scheduling challenge, or an operational matter, real-time discussion prevents unnecessary delays.

✅ When collaboration is key: Some discussions benefit from back-and-forth brainstorming. Whether working on a new initiative, responding to an urgent challenge, or refining a policy, a live conversation fosters better outcomes.

A Simple Habit That Reduces Stress

One of the most effective habits in a complex organization is comfort with direct communication. This doesn’t mean abandoning email or digital collaboration—it means recognizing when a real conversation will prevent miscommunication and save time.

A simple phrase like, “Would it help if we talked this through?” can completely change the dynamic of a discussion. Instead of waiting hours (or days) for another email reply, a quick check-in can get everyone aligned and moving forward.

Building a Culture of Thoughtful Communication

Encouraging phone calls or video check-ins isn’t about demanding immediate responses—it’s about fostering intentional, effective communication.

In higher education, we value dialogue and collaboration. Sometimes, the best way to cut through complexity is as easy as picking up the phone.

Good teams don’t just communicate more; they communicate better and in ways that reinforce positive workplace norms.