There are many different forms of communication. Each has its strengths and weaknesses depending on the circumstance. In the circumstance introduced in the multi-media piece, “The art of effective communication,’ a message needed to be relayed from one coworker to the next. The message relayed the need for information to be passed along so that deadlines could be met.
First, the message was delivered by e-mail. The e-mail was short and to the point. As I read it, I remember thinking that it “sounded” rushed. If I were the recipient, my initial thoughts might be that I am being ordered around, that the writer is trying to be polite but it not, and that the e-mail reads informally even though it discusses important deadline information.
Second, the message was delivered by phone. The message came across as less rushed and more personal. One of the advantages of a phone conversation is that it allows the speaker to use voice inflection and tone. Overall, for the delivery of this particular message, using the phone was an improvement over e-mail.
Lastly, the message is delivered face-to-face. This conversation, even though the content was the same, came across as less bossy. This could possibly be due to the fact that the receiver of the message can see that they are being greeted with a smile and can see the concern on the face of the person delivering the message. One of the biggest differences between the face-to-face conversation and the phone conversation were the intentional pauses placed in the face-to-face conversation. These pauses allowed the recipient to take in everything that was being addressed without being rushed.
Sharing information in writing, over the phone, and in a face-to-face setting may relay a different message even if the content is the same. My initial thought after viewing “The art of effective communication” is that e-mail is by far the most convenient method of communication but it can also be interpreted in various ways depending on the recipient. There are too many factors such as voice tone, inflection, body cues, pausing between phrases, etc. that are left out of an e-mail that can effect how a message is received. E-mail, however, still plays an important role in communication for a project manager. There are many messages that must be relayed that are informative in nature. An example of this would be recapping information regarding a formal or informal meeting. When information is being relayed in which the sender is requesting some form of work to be completed, it may be best to stay away from e-mail.
Communicating through a phone call can reduce the chance for miscommunication. However, if the communication occurs through leaving a message it does not “allow the intended audience to ask questions to clarify the content, meaning, and implication of the message being sent” (Portny, Mantel, Meredith, Shafer, Sutton, & Kramer, 2008, p. 358). Instead of leaving a message, a full conversation allows for back-and-forth questioning to make sure the material was correctly relayed.
When possible, face-to-face meetings allow for material to be correctly relayed. However, face-to-face meetings must be carefully planned as many workers view them as a ‘time-waster’ (Portny et al., 2008). It is important to remember that the best mode of communication is determined by the content and also the individual who is receiving the information.
Resource
Portny, Mantel, Meredith, Shafer, Sutton, Kramer (2008). Project management: planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
Naomi,your introductory statement caught my attention as the factor to consider about the different forms of communication. It is truly a matter of circumstance that requires one to choose the medium for communicating. I understand why you suggested that email is not a preferred channel for requesting work completion. Just last week, I travelled 26 miles to the Ministry of Education to attend a pre-scheduled meeting. Whilst waiting for others to arrive, I received a text message saying that the meeting was postponed, and I should check my email on the matter. I was disappointed because the president should have chosen the text message over email message in the first place, because I did not check my email in the morning, before leaving home. In addition, I had spoken to him the night before and he indicated that everything was in place for the meeting. Your point about the circumstances is valid but considering that both are text messages, I have evidence to prove the time and date he informed me of the change.
ReplyDeleteI agree with you that the message via telephone was well delivered but I am not sure I preferred it for project management purposes due to the likelihood of remembering all the details of the message. My impression about the face to face message was similar to yours at first, but in tying to connect to project management approach, I thought that quality communication mattered, because among other benefits of written communication, Portny (2008) believed one of the approaches to hold people accountable for a delegated responsibility, is by putting it in writing (p. 300). However your thoughts regarding the difference in how people experience communication and interpret messages are well taken.
Naomi- I can relate to misinterpreting email communication. That is an excellent point. For this experience though, I thought the email could be an effective way of documenting the conversation since documentation is so important to the role of project manager. However, I am not sure that email is the speediest way to get a response; neither is voicemail. If speed is what you need, face-to-face is the best. However, I did not really feel the differences through these three the same way you did. I felt that they all came across the same way. I thought it was interesting that you referenced the email feeling bosy. I think that in a PM role we will have to be bossy. How can we balance our role as a boss, essentially, with being bossy? Finally, I thought the face-to-face was unrealistic in the video. My face-to-face conversations are often rushed at work. In our school, teachers prefer an email; otherwise the need gets lost in the shuffle. Besides getting an immediate answer, are there other advantages to face-to-face?
ReplyDeleteNaomi, great post on the onset of these communication media's. Project managers have to be able to determine or decide on many factors that go on with their projects and it can be very stressful time to see which one would be most beneficial. Being able to understand each media would be the best ideal for any PM(Portny, 2008). Whenever your are delivering messages, policies, directions, etc. . . you need to find the best media to give the to your team. One must be able to see that giving polices would be best thru email or a change in a meeting time or any tasker that requires quick turnaround, use voice mail but to give a big suspense and give the most important to any message is face to face. Is that thekind of order that you look at?
ReplyDeleteHermes Sanchez
Portny, Mantel, Meredith, Shafer, Sutton, Kramer (2008). Project management: planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
Good job with your blog this week. It is amazing how perception can change so much from one person to another. You perceived the email to be informal and not polite. I found that the email was straight forward and important. I prefer email communication above all because I like to go back to track what has been said. I am very forgetful and if I do not have it writing it probably will not get done. Also when I am writing an email it makes it easier for me to get my thoughts together. I also agree with you that face to face meeting should be well planned. I have attended so many meetings that are just a waste of everyone’s time. Our course text recommends to have an agenda, to give advance notice and to keep the meeting under an hour (Portny, Mantel, Meredith, Schafer, Sutton, & Kramer, 2008). Also the course text explains that there should be a timekeeper and to take written notes. In the company I work for I have never seen anyone taking notes or keeping track of the time. It would really help if project managers know the basics of running an efficient meeting.
ReplyDeleteReferences:
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 (n.d.). Communicating with Stakeholders [video]. Retrieved from: http://sylvan.live.ecollege.com/ec/crs/default.learn?CourseID=6290461&Survey=1&47=8115912&ClientNodeID=984650&coursenav=1&bhcp=1