The Art of Effective Communication
This week we are to review a message delivered through three different communication modes: email, voice mail, and face-to-face (F2F) conversation. Jane needs data and information from Mark to include in a report that is quickly approaching a submission deadline. Each mode of communication contains the same script and message, and all can be classified as informal communications. "Informal communications occur as people think of the information they want to share" (Portny, Mantel, Meredith, Shafer, Sutton & Kramer, 2008, p. 357).My interpretations changed slightly between the written text mode and the voice mail mode because of hearing the tonality and inflection in Jane's voice. It also changed between the voice mail and the F2F because of body language displayed by Jane in the video clip. Since the script for the three modes was identical, my perception may have been altered slightly by the time I viewed the F2F mode.
I think that the true meaning and intent of Jane's message is best conveyed by the voice mail mode of communication in this example. The physical communication modes (voice mail, F2F) hold more urgency with me, as the sender has thought that she may be able to catch Mark at his desk, either by phone or stopping at Mark's desk, and needs a more immediate answer.
The email provides the best form of documentation of the three modes. It clearly states the purpose and reason for the message, and that the sender expects a reply. The email does not convey the same urgency, as specific dates and times are not included in the message. How long does Mark have to get the information to Jane? When is her deadline? Written communication does not allow the recipient to ask questions about the message (Portny, et al, 2008). Although those questions could be asked during each mode, inclusion of that information would have made the email clearer on the urgency of the situation.
The script and body language in the F2F mode seemed very contrived to me. If Jane is standing there talking to Mark, why would she deliver the message in such a scripted matter? Why not just simply ask Mark for the information? Her crossed arms and wandering eyes made it seem that she was uninterested in both her own message and any reply Mark might have had, which undercut the urgency of her needing the data for her own report. Dr. Stolovitch and his students discuss important components of effective oral communication in the video "Communicating with Stakeholders" (Laureate Education, Inc., n.d.). In the video, Dr. Stolovitch makes note that the non-verbal communication can be just as informative (and often contradictory to) as the verbal communication through the spirit, attitude, tonality, body language, and timing of the message. (Laureate Education, Inc., n.d.).
For time-sensitive actions and messages, a personal conversation, either by phone or in person (not a contrived script) is best to convey urgent and time-sensitive information or requests, followed by an email clearly stating the purpose, specific deliverables, and any agreements reached including deadlines that the parties need to meet. Voice mail and email can be more unpredictable as there is a greater change that Mark may not get the messages until much later in the day, especially if he is in an all-day meeting.
References
Laureate Education, Inc., (n.d.) Communicating with stakeholders. [Video]. Retrieved from https://class.waldenu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=_2_1&url=%2Fwebapps%2Fblackboard%2Fexecute%2Flauncher%3Ftype%3DCourse%26id%3D_1342057_1%26url%3D
Laureate Education, Inc., (n.d.) The art of effective communication. [Multimedia]. Retrieved from http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html
Portny, S. E., Mantel, S. J., Meredith, J. R., Shafer, S. M., Sutton, M. M., & Kramer, B. E. (2008). Project management: Planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
Shelley,
ReplyDeleteI tried to overlook, though maybe I shouldn’t have, the scripted nature because I just assumed bad acting. That aside, I felt the email came across as very urgent and the voicemail came across as very sincere. I am a fan of F2F conversations if they are plausible at the time. I will admit though, there have been times when F2F felt to confrontational and written communication seemed the better route.
Tricia,
ReplyDeleteI tried and failed overlooking that acting part. Then I started to think "well, maybe that's the way the producer intended it to be portrayed," and went from there. I agree that the email was urgent and that the voice mail sounded sincere. I think that, stemming from the activity, different situations should dictate which mode of communication we use, and that we should be very aware of how we are portraying that message to the recipient.
Cheers!
~Shelley
Shelley,
ReplyDeleteI didn't think of it when I was going through the exercise, but you make a good point about the email not conveying the urgency that the voicemail did. I felt that the email was the best form of communication of the three examples we were given. Tricia's point that a situation which could become confrontational, might best be diffused by using email or voicemail, instead of face to face communication, was another great point. Before this exercise I would have said unequivocally, that face-to-face communication would be the best approach. It still may be, but the video drove home the point, that face-to-face communication can be just as ineffective, if not delivered correctly. This made me realize that you have to consider your audience, the level of urgency, the message you want to convey, and even your own communication strengths and weaknesses, to determine which communication method is best.
Shelley,
ReplyDeleteYou made me think about things completely differently since I thought the face-to-face method was best since you could get an immediate response, and could sense in the person's body language and mannerisms as to what they wanted. However, I like how you pointed out that the way she moved and spoke was contrived. Do you think it was just due to this exercise, and was maybe some bad acting? I don't think there's any way to tell how urgent the message was because although the email gave a sense of urgency, there was no specific time frame- as you pointed out. Plus, her voice on the voicemail and in person was pretty relaxed. It was a bit confusing going through the three different modalities. I'm the kind of person that likes to send emails to the parents in my class instead of calling them, since it's easier with my busy schedule, and you never know how long you will end up on the phone. However, after participating in this exercise this week, I might change that as I don't want any parent to misunderstand what I might be trying to say. Thanks for your viewpoints!
Sue Jones
Hi Sue,
DeleteThanks for your comments! It really is challenging to determine the best mode of communication, especially with the three examples we were given. Honestly, I think the video clip and my comments were the result of bad acting or the way that the producer wanted it to look and feel. I can't think of a single face-to-face conversation where the speaker would use that particular sentence structure. It just didn't fit.
I, too, prefer to use email with parents, partly because of my schedule and, as you said, you never know how long they want to be on the phone. Secondly, I tend to avoid confrontations at all costs. Teaching seniors can be pretty confrontational at times, especially when their physics grade will determine whether they get into an engineering program for college.
Cheers!
~Shelley
Hi Brenda,
ReplyDeleteYou said "you have to consider your audience, the level of urgency, the message you want to convey, and even your own communication strengths and weaknesses, to determine which communication method is best." I would add extra emphasis on knowing your audiences, too. It goes back to Dr. Stolovitch reminding his students that a PM needs to act like a diplomat when interacting with stakeholders (Laureate Education, Inc., n.d.). For myself, I actually prefer email as a primary mode of communication, but that is purely based on my own preferences. Voice mail would be second, and F2F would be third. Despite my own feelings toward modes of communication, I need to meet the stakeholders expectations and preferences, as well. I have some parents that will only discuss their students' progress in a face-to-face conference, others prefer emails, but I have to honor their preferences as much as possible.
Cheers!
~Shelley
Reference:
Laureate Education, Inc., (n.d.) Communicating with stakeholders. [Video]. Retrieved from https://class.waldenu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=_2_1&url=%2Fwebapps%2Fblackboard%2Fexecute%2Flauncher%3Ftype%3DCourse%26id%3D_1342057_1%26url%3D
Thank you for the very insightful post. Even though I knew each of the modalities was based on the same script, I didn't put a lot of focus on Jane's body language with the exception of the smile. I looked at is not a so great acting job of the script. I was more taken back by there being no variations in the script from modality to modality. Though the face-to-face is typically the most effective I didn't see Jane's f2f meeting being any more effective than the email or voicemail. she still did not indicate what report these needed, an exact date when she needed it back and her laid back demeanor didn't really indicate there was really a since of urgency in her missing her deadline.
ReplyDeleteShelly,
ReplyDeleteLike you, I also felt that the e-mail lacked urgency and details of deadlines and such. When ever I need to write an e-mail like this, it is because I am in need of some kind of documentation. Documentation like an e-mail can provide a clear, concise message and is a great form of documentation especially if a project is being held up. Sometimes if the need is urgent enough I will leave a voice mail and follow up with an e-mail that includes more details than the voice mail. It has been helpful in getting my message across.
Carol
I agree with Carol on the Email lacking urgency but I think she also needs to understand that email is written communication and can be used for or against you. Yes she sent it but it contain limited information The Email should be clear and direct.
ReplyDeleteLawrance