When approaching communication in our technologically advanced world deciding whether to send an email, leave a voicemail, or actually meet face to face can be a tough decision, depending on the situation. Should the communication be formal or informal? Is the content sensitive? Should it be documented in some way? These are questions that surround professional communication today. The situation posed in “The Art of Effective Communication” revolves around a message from Jane to Mark. These colleagues are working on different parts of a project, but Jane needs data from Mark to complete her part. Deadlines are approaching fast and Jane needs to communicate her position to Mark. The communication is pitched to as an email Jane sends to Mark, as a voicemail Jane leaves for Mark, and as an informal face-to-face meeting Jane has with Mark. What is the best way Jane should communicate with Mark?
Reading Jane’s email I couldn’t help but think that lines like “if I don’t get your report soon” and “I really need an ETA on the missing report” come across harshly. Is the missing report Mark’s? We are not sure, but it certainly sounds as though Mark is being of accused of losing reports—not a good morale booster, Jane. Dr. Stolovitch (2011) stringently points out how ambiguity can kill. Although Jane recognizes Mark’s busy schedule lately, her tone in lines like “I really appreciate your help” can sound sharp if one has read insult and/or sarcasm into the email. However heartfelt Jane really is, because she is ambiguous and writes accusatorily, Jane should not send this email to Mark. If she has already an established positive rapport with Mark, perhaps an email is fine. However, the electronic trail of this informally written, vague document now exists for both parties—Mark might be embarrassed such an email is out there, while Jane should be embarrassed for her grammar and mechanics. It looks as though she wrote this off the cuff without much editing.
Listening to Jane’s voice mail made me feel a little better, but again, I experienced tone issues due to word choice problems. Jane’s diction, using phrases like “I know,” “I really need,” “Because your report” and “I miss my own” really makes Jane sound self-centered. Portny et al (2008) says to “Work through conflicts together” (304). Perhaps Jane should use a lot more “we” and a lot less “I.” Jane’s tone came across a bit harsh in places, but I contribute that feeling to her word choice. Maybe Jane could utilize a stronger buffer sentence to before getting to what she wants. Portny et al (2008) says “Team members also need to know that wheat they do makes a difference” (309). Maybe Jane could compliment something specific about Mark’s part of the project. It would certainly come across better than it did over a voicemail.
Seeing Jane in person made me feel better than the email and the voicemail. Tone is certainly something that changed with each type of communication, and the face-to-face communication conveyed the most pleasant and cooperative message. Seeing Jane’s facial expressions, eye roll about the all-day meeting, combined with her pause before “missing report” suggested the missing report was not Mark’s fault. Even hanging over the cubical wall when she addresses Mark suggests more of a plea rather than a demonstratively standing over Mark. Budrovich (2011) encourages Project Managers to discover how people would like to communicate and accommodate it much as possible. Jane obviously wants to come across as a respectful, professional colleague. Therefore, when possible, approaching co-workers like Mark one on one, face to face, in a non-formal way, strengthens relationships. Through this exercise I learned that consistent, unambiguous communicate, preferably in a face-to-face situation, gives a project a greater chance to succeed
References
Budrovich, V. & Chong, T. (2011). Practitioner voices: Strategies for working with stakeholders. Video Program.
Portny, S., Mantel, S., Meredith, J., Shafer, S., & Sutton, M. (2008). Project management: Planning, scheduling, and controlling projects. Hoboke, NJ: John Wiley & Sons.
Stolovitch, H. (2011). Communicating with stakeholders; Project management concerns: Communication strategies and organizational culture. Video Programs.
“The Art of Effective Communication.” (2011). Multimedia Presentation.
Hi John,
ReplyDeleteI agree that issues and conflicts should be handled face to face versus email or voicemail because those means of communication are so open to interpretation. However, email is a good way to remind others of due dates, deliverables or pose simple questions that you may need to gather a quick responses. It is my belief all communication is good if it is applied in appropriate circumstances. Thanks!-Alice N-S
Joseph,
ReplyDeleteEmail can be a very subjective form of communication. In my post, I discussed that the best way to communicate when possible is through face to face communication. So many people have been misread by what has been address through email and yet in many places, it is used as the number #1 way to communicate.
Davinesa
As the 1st day of school is fast approaching and the students in my 3rd grade classroom will sitting down getting back into the swing of things, your situation sounds quite familiar. "The action plan identifies what is being done and when, and the planned resources for each task and subtask in the project." The problem with dealing with the school system is that things are often not planned until they actually happen. Using a project manager's template seems like a good solution to help with implementing productive procedures in problem solving in education.
ReplyDeleteReference:
Portny, S., Mantel, S., Meredith, J., Shafer, S., & Sutton, M. (2008). Project management: Planning, scheduling, and controlling projects. Hoboke, NJ: John Wiley & Sons.
Davinesa