Our
task this week was to observe and analyze a message between project members
delivered using three different message modalities: email, voicemail and
face-to-face (Laureate Education, Inc., n.d.).
Before starting the task, I made assumptions as to which modality I
would prefer or would be most effective in sending the message. My gut reaction told me that email would be
the least effective, voicemail more effective and face-to-face the most
effective. It was interesting to how my
interpretation of the message changed from one modality to the next and how
those interpretations related to my initial assumptions.
The
email message initially seemed to the point and delivered a clear message. The difficulty with email however is the lack
of tone and expression, which can be “inappropriate for messages that might be
interpreted as critical or emotional” (Anderson, 2009). When I re-read the email, I could see how it
could be interpreted in two very different tones, a lot of which depends on the
mood of the reader. On the other hand, I
can see where this email might be more effective than a voicemail. For one, many people who have a busy schedule
may be more apt to check an email than to pause, dial-up and listen to a
voicemail message. Additionally, I think
that emails are effective because they provide a source of documentation for
the message, which is an important aspect of project communication (Laureate
Education, Inc., n.d.).
When
I listened to the voicemail of the same message I felt the message carried a
stronger urgency than I initially interpreted from the email. The tone of the message seemed to have an air
of stress. Dr.
Stolovitch points out that informal communication is often delivered orally,
but important communication, such as the need for a missing report and critical
data, is best delivered live and with all people present (Laureate Education,
Inc., n.d.). In terms of effectiveness
at sending a message, I think the voicemail was succinct and followed some key
rules for leaving a message. For
example, Anderson (2009), suggests that voicemails are limited to 100 words or
less, include a compelling reason for a return call or action and include some
emotion to make a personal connection.
When
I watched the face-to-face interaction, my interpretation changed a bit. The face-to-face delivery was a much more
positive interaction and demonstrates Dr. Stolovitch’s suggestion to “think of
communications as not just words, spirit and attitude is more important than
the words you use” (Laureate Education, Inc., n.d.). Instead of an accusatory or stressed message
that may have been interpreted by the receiver from the email or voicemail, the
face-to-face message was more calming an enabled the sender to be “more
persuasive and expressive” (College of Marin, n.d.). Unfortunately, face-to-face communication for
quick and critical messages, such as the one being delivered in this example,
may not be feasible for members of a project team due to busy schedules or
proximity issues.
My
take-away from this activity is that there is not one perfect method of
communication and “different methods of communication are more effective at
certain tasks than others” (Martin, 2007).
Emails may be appropriate for coordinating and scheduling meetings,
voicemails may be good for reminders or check-ins, and face-to-face meetings
are best for formal project communications and anything that requires
discussion or consensus (Martin, 2007).
I also think that different communication modalities work for some
people better than others and that I may, as Vince Burdovich highlighted, need
to tailor my communication methods and approach to fit the specific needs of
the individual team stakeholders (Laureate Education, Inc., n.d.). Finally, I think that starting out with strong
communication is key. Having personal
face-to-face discussions early on with team members will establish a strong
foundation and enable other forms of communication to flow throughout the
project without as many misunderstandings (Martin, 2007).
References:
Anderson,
W.H. (2009, June). Effective client
communication: Choosing the right medium for your message. GPSOLO. Retrieved from https://www.americanbar.org/newsletter/publications/gp_solo_magazine_home/gp_solo_magazine_index/2009_jun_clientcommunication.html
Laureate
Education (Producer). (n.d.). Communicating
with stakeholders [Video file]. Retrieved from https://class.waldenu.edu
Laureate
Education (Producer). (n.d.). Practitioner
voices: Strategies for working with stakeholders [Video file].
Retrieved from https://class.waldenu.edu
Laureate
Education (Producer). (n.d.). The art of
effective communication [Multimedia file].
Retrieved from: http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html
Martin,
C. (2007, March 6). The importance of
face-to-face communications at work [Blog post]. Retrieved from http://www.cio.com/article/2441851/it-organization/the-importance-of-face-to-face-communication-at-work.html
Wilson,
B. (n.d.). Business communication online: Critical thinking questions. Retrieved from http://www.marin.edu/buscom/index_files/page1387.htm