The Art of Communication: Same Message, Three Ways

In the Walden University multimedia program “The Art of Effective Communication”, the message scenario for Mark’s missing report was delivered in three distinct ways.  Here we discuss how you communicate with different project stakeholders is equally important but can have distinct differences in the way messages are interpreted.  Below we discuss the difference in one message delivered in three ways.

Face to Face

The first of the communication methods we will discuss is that of the face to face discussion.  Jane seems almost apologetic in the beginning of her request of the missing report promised.  The hesitancy and smiling face shows almost a demeanor of inferiority to Mark.  Jane needs to “lean in” and ask Mark in a businesslike but more authoritative stance and tone.  It was too casual a conversation beginning if the missing report really is “important and urgent”.  The playful smile, along with head tilt and casualness of the arms folded on top of the cubicle sends the signal that she is being playful and relying on team camaraderie to get what she wants.  Then her tone changes to one of almost being too stern, which may cause Mark to be offended, especially if he is just returning from an all-day intensive meeting.  While she may be trying to be authoritative, in this face to face scenario, Jane just comes across as friendly to attack mode.

Voicemail

The second method of communication, voicemail is more informal and meaning is often interpreted from the tone of voice which may lead to misunderstandings or misinterpretations.  In this scenario, the tone does convey the importance and urgency of the need for the report.  She keeps the message very neutral while convey the importance.  She is very businesslike in her tone and keeps it steadily so until the very end when she conveys sincerity in her tone in the verbal signoff of “I really appreciate your help.”

Email

The third by email appeared very businesslike and though opened with a possible excuse for the delay, “emphasized the urgency and importance of the assignment (Portney et al., 2008., p. 258).”  The email is written in a way which shows an act of authority as Mark has committed to doing the report needed by Jane.   Rather than demanding the report, Jane offers Mark the opportunity to tell her when he will be able to deliver it as promised and relays her own urgency for her request as well as the importance of his report to her own.  Jane was also confirming in writing the important information that was shared in a previous discussion.  This tends to alert the recipient that there is now a formal paper trail to the fact that there was a discussion on the importance of the report and subsequent need for urgency.  Written communication enables one to present factual data more efficiently, chose their words carefully in order to minimize misunderstandings, provide historical records of the information shared, and share the same message with a wide audience (Portney, et al., 2008, p. 358).”

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.

The Art of Effective Communication
http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html