Effective Communication
“The key to successful project
management is effective communication.” (Portny, Mantel, Meredith, Schafer, and
Sutton (2008). Every day we are charged with communicating
with people, but in some instances the message is not always received in the
intended way. Tone can be perceived in various ways depending on the media of
the communication. (Portny,2008), noted
“the ability to communicate well, both orally and in writing, is a critical
skill for project managers. Effective communication should be influenced by (1)
spirit and attitude, (2) tonality and body language, (3) timing, and (4)
personality of the recipient (Stolovitch, 2014).
Email
The first modality used to deliver
the message was via email. The write, Jane expresses understanding of how busy
Mark is, but still with a little sense of urgency stress how dependent she and
her work is to his. Based on the level of technology that Mark has in his all
day meeting, this message could be received and thus communication would be
complete. However, lack of technology could create a wall for this type of
communication. Written communication should be identified with a clear purpose
followed by an explanation of the issues and it should include suggestions for
potential solutions. (Laureate, 2014). This email message does set a clear
purpose and does offer two solutions, however the time line element is missing.
Email is great for keeping documentation because it is important in case
a problem arises (Stolovitch, 2014). I feel as if it is a suggestion and not a
demand based on the tone that I perceived in the email.
Voice mail
The message of the voice mail is the
same as the email, but does communicate a little differently. This type of
communication does not allow for instant feedback or clarification. The
voice mail seems to demonstrate an authoritative tone which may not be well
received as it could put the receiver on the defensive or simply be misunderstood;
however in my opinion it seems courteous and professional.
Face
to Face
I like face to face communication
as opposed to most other methods, but that is simply a personal choice. Where I
find email a faster easier approach, I still prefer face to face communication
due to the immediate satisfaction that I seek. This style can change the interpretation of
the message. Others can see this as aggressive and rude because it puts the
other person on the spot. While this does appear that she is talking to
Mark due to the nodding of her head and use of her hands. The body language and
nonverbal cues soften the tone of the message. Due to Mark’s schedule this may
not be the best method at this time. This can create a gap in attention and
therefore understanding. F2F communication will give the most immediate results
for what Jane needs based on her timeline of submitting her own work. Mark can
give an immediate answer.
Conclusion
The modality of each communication
provided only a slightly different interpretation based on contextual cues.
Verbal and non verbal cues can influence how a message is received based on the
relationship of the people involved. This relationship can influence the
sending and receiving of the message. Portny, et al. (2008) recommended
developing a communications plan to address formal and informal communications,
both oral and written, as part of the planning process to ensure that all team
members are aware of the expectations for communicating information related to
the project.
References
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.
Stolovitch, H. (2012).
Communicating with Stakeholders. (Video) Laureate Inc. Retrieved fromhttps://class.waldenu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=_2_1&url=%2Fwebapps%2Fblackboard%2Fexecute%2Flauncher%3Ftype%3DCourse%26id%3D_1340289_1%26url%3D.
Images:
Hi Sonya,
ReplyDeleteI do agree that the email does not show enough urgency. As you mention, she offers suggestions, and not clearly set what she needs. Emails are a quick way to communicate, which will allow Marc to read it whenever he is available. This communication tool will increase the employee's productivity (Lorette, n.d.) when done correctly. However, by lacking some key information like the report she is referring to, or when exactly she needs it, the message might not be effective.
You mention in your post that the body language can soften the message, but didn't you feel that her body language is not matching with the message that she is trying to transmit? This is what I am pointing out in my post...
References
Lorette, K. (n.d.). The Use of Email in Business Communication | Chron.com. Retrieved from http://smallbusiness.chron.com/use-email-business-communication-118.html
Sonya,
ReplyDeleteI agree that in this instance, a face to face communication was the most effective way to get the point across, at least for me as the person receiving the information. You said,"I still prefer face to face communication due to the immediate satisfaction that I seek. This style can change the interpretation of the message." I think this really hits the nail on the head. For me, I really didn't feel the urgency through the email or voice mail, but her taking the time to see me, and talk to me face to face really allowed me understand what Jane was thinking and wanting.
Hi Adam,
Deleteyou really got the urgency of the message based on the face-to-face interaction?
I personally thought that Jane's body language messed up completely the urge aspect of the message. Her tone is too slow, lacking energy, not showing any kind of urgency. She is even looking bored, bending over the furniture.
For me, she is really looking tired and unmotivated, but not urgent at all.
What do you think about her body language?