Communicating Effectively
In this exercise we look at the same message being delivered from one team member to another in three different modalities: Email, voicemail and face-to-face. In each modality the message can be interpreted differently based on how it is delivered. In the first modality Jane is contacting Mark in attempt to recover the data she needs to move forward and the message is delivered in text through email. In the email the message almost has a tone that implicates Mark for losing or misplacing the information/data. From my experience delivering a message through email can often lead to the reader assuming a certain tone from the sender and thus this type of communication is less effective or can even cause a rift between parties.
The effectiveness of communicating the message was a little improved in the second modality which was via voicemail. Through this modality Mark can hear the tone in Jane’s voice and therefore he can focus on the message itself. Often the focus can be directed toward how the message was delivered and the concern becomes geared toward the mood or tone of the person delivering the message: are they angry, upset, frustrated, anxious, calm, professional, accusatory, etc.
In the third modality the message is delivered by Jane to Mark in a face-to-face meeting. This is the most effective delivery of the three because Mark isn’t left to interpret Jane’s tone and he can also read her body language. In the face-to-face meeting Mark has the ability to have a conversation with Jane also and the personal nature of this modality creates an atmosphere that is much more personable. Dr. Stolovitch, in the video program “Communicating with Stakeholders” discusses the art of communicating with team members working on a project and the importance of tonality and body language. Spirit and attitude are also factors that have an affect on communication and research indicates that 93% of communication comes in forms other than words.
From this exercise we can develop an understanding of why it is important to communicate face-to-face whenever possible. Stolovitch also goes on to state that when working with team members all formal, important communication should take place live, in a face-to-face meeting. This modality allows for team members to communicate most effectively with tone and body language as a key part of the delivery of the information. Portney et al., in Project Management: Planning, Scheduling, and Controlling Projects, state “The key to successful project management is effective communication…through communication people exchange and share information with one another, and influence one another’s attitudes, behaviors, and understandings.” (p. 357) Delivering important information or data can be done most effectively in person and should be the mode of communication whenever it is feasible.
References:
Laureate Education, Inc. (n.d.). Communicating with Stakeholders [Video A]. Laureate Education, Inc. [Producer]. Retrieved from http://sylvan.live.ecollege.com/ec/crs/default.learn?CourseID=6052000&Survey=1&47=7840074&ClientNodeID=984650&coursenav=1&bhcp=1
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.
Your points are well taken Jay. I concur with your evaluation and reiteration of the points made by Dr. Stolovitch, in the video program “Communicating with Stakeholders”. The best means of communicating important information to team members is face-to-face. Yet I have to consider the nature of how instructional design is performed today; a great deal of ID projects are conducted virtually. Given that shift in the industry workflows, project team communication, and project design takes place with teams spread out over significant geography. The ability to convey important information via electronic forms of communication is ever increasing.
ReplyDeleteIn a virtual working environment there will be less reliance on in person face-to –face communications and more emphasis on email, voicemail, and the technology equivalent of face-to-face, Skype and video conference; one way and two way( we all see one another live, or we see a visual representation of the team members). My take away from this exercise is that one can communicate emotionally intelligent content and tone effectively via email, voicemail/voice conferencing, and live web conference if we utilize what is offered in mindtools.com as the 7C’s of communication. Clear, Concise, Concrete, Correct, Coherent, Complete, and Courteous content.
The 7Cs of Communication Checklist - Communication Skills from MindTools.com. (n.d.). Mind Tools - Management Training, Leadership Training and Career Training. Retrieved November 19, 2011, from http://www.mindtools.com/pages/article/newCS_85.htm • language, b. m., & mean, u. w. (n.d.).
My interpretation of the message changed from one modality to the next. I especially think that the e-mail or asynchronous communication method should not be used when time is of the essence. With asynchronous communication, persons are not online at the same time and cannot communicate with each other without a time delay. This is similar to leaving a telephone voicemail message. Jane cannot be sure of when she will receive a response from Mark.
ReplyDeleteFactors that influenced how the message is perceived is overshadowed by choosing the best method for enhancing and extending team members’ abilities to work together. In meeting face-to-face, team members can interact with each other live and in real time, and I think this form of communication best conveyed the true meaning and intent of the message.
The implications for communicating effectively with project team members requires a need to become aware of the important communication techniques and determining what type of technique is most effective for the message that you want to convey.