We receive hundreds of messages daily-so how do we sift
through and what do we interpret from each of them? In this exercise, I experienced
the same message in three different modalities: email, voicemail, and face to
face. Admittedly, I often seek to communicate via email or text in many
situations but know and understand that is not always the appropriate modality,
particularly in the professional environment.
EMAIL:
This message feels very rushed. The sender is obviously
trying to be understanding while also pressing the urgency of the task at hand.
However the second half of the message, and the lack of a clearly defined
deadline means that this message would not be received as important nor urgent
due to the word choice. Often this is the case in email, we are very cognizant
of the fact that people interpret words and tone differently and that intention
isn’t always clear through the written word, particularly when that word is
also electronic in nature.
VOICEMAIL:
While the message as the same, this time I interpreted it
slightly different with the voice inflection. Putting a voice behind a message
lends humanity to the message. It’s far easier to dismiss written word when not
associated with a person. However, voice communication and tone allows for that
to come through more clearly.
FACE TO FACE:
If a voice puts more humanity into a message, face to face
increases that message. Seeing Jana’s face and having to answer on the spot
make it far more urgent and important. It also allows me, as the receiver, to immediately
gain any information that I may need to get Jana what she needs. Even a small
question may be pushed off if someone has to pick up a phone or send a
response. Face to face is by far the most effective mode in this particular
situation.
CONCLUSIONS:
In terms of longer term implications, or what this means for
me as a project manager, it doesn’t change my viewpoints very much. I’ve long
held the belief that the more personal a communication is, the more apt the
receiver will be to receive and then act if necessary. In terms of
communicating to stakeholders and team members, this type of communication
becomes critical to ensure everyone is on the same page. It also is far easier
to communicate strong messages in person in terms of knowing how the receiver
is interpreting the message. However, the caveat here is the type of message.
In the type of message within the exercise, this type of communication was most
appropriate. If the communication was a status update, a quick check in, an
update of material, etc-then it may be the most effective and efficient use of
time to provide a written message.
Whenever choosing the modality of communication to use it is
important to consider your user, your intention, your urgency, and the intent
behind the message to ensure the communication is clear, concise, and efficient
to the project as well as the receiver.
What I like about email over a phone call is I can review and reread specific information later much like meeting minutes, while its hard to remember specifics from a phone call or discussion without hard notes. This exercise made it clear to me that face to face time is important at key points in a relationship to ensure clear understanding among stakeholders. Audio can be used for updates and reviews, and email can be used as a form of meeting minutes to create a hard copy of what was said at meetings or on the phone. As some one that works remotely a lot I think I can make some positive changes.
ReplyDeleteI share the summary you wrote in your last paragraph, all the factors to consider when looking to make effective communication. I'd like to add to your list of factors, "Relationship". Many times when we are required to work together, there's always a case where some members are closer than some; not in a way where anyone feels unwanted, but these things happen. If there is need for communication then a phone call may suffice and an email to follow up for the purpose of record keeping. Yes, I'd adhere to the general guidelines for effective communication, but when it's all said and done, who your recipients are plays a huge role in determining your medium of communication.
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