The Art of Effective Communication

When reviewing some of the communication channel used in today’s business operations, email, phone and face-to-face communication are the most used means. These communication channels can often provide easy solutions in a business setting, but which one should be used at what time is the question. Each one of these communication channels can be interpreted differently according to the environment. In addition, various factors can influence how we perceive a message, and how it can either convey the true meaning or possibly present a different message. To investigate the question of which communication channel works best depending on the situation, is what we will be reviewing in today’s post. Each of the examples had the same basic message. Jane is trying to get hold of Mark.  He has a report that she needs.  If she doesn’t receive the report ETA, she might miss her deadline.  Meanwhile, Mark is a busy man with meetings and his own reports.

To begin with, Dr. Stolovitch mentioned four main rules to keep in mind when communicating with others. The first rule is to avoid ambiguity by presenting information in a clear and precise manner. Be sure to make sure that everyone understands what was communicated to prevent any confusion. The second rule is to document everything that is communicated. The third rule is to be diplomatic, that means being the peace keeper amongst the project members. And finally, the fourth rule is that communication is not just words.

After reviewing all three of the communication channels, I initially interpreted the email message to be a great way of delivering the information in a clear manner. However, once I moved onto the phone message, I was able to gain more information by the tonality of the message provided. The third communication channel which focused on a personal face-to-face means of communicating offered much more information than the previous means. By providing a personal face-to-face communication channel, all of the individuals involved in the delivery of the information are able to benefit through the use of body language, tonality, timing, and personality of the individuals involved.

I believe that in this example of Mark needing to provide additional information to a colleague, any of the three means of communication would be acceptable. The reason for this is that the email, phone message, and personal face-to-face delivery of information included all of the key points that provide sufficient information of the situation. A clear purpose for the message was given. In addition, the situation and even a solution to the situation were provided. Spirit or attitude was conveyed through the urgency of the information needed. And timing of the message was provided to Mark.      

Depending on the topic, it is important to choose the appropriate means of communication. Emails can be easily interpreted differently depending on the individual receiving the message. Furthermore, the use of email as a means to communicate can make it difficult to build a strong culture, develop solid working relationships, and create a mutually supportive atmosphere of trust and cooperation.

To ensure that the intended message is conveyed and interpreted properly, please refer to the steps provided by Dr. Stolovitch below.

1. Begin with a clear purpose
2. State the Situation
3. Include possible solutions
4. Indicate if sign off is required
5. Specify the form that the response is required to take

Mark

Reference:

Laureate Education, Inc. (Producer). (n.d.). The art of effective communication [Multimedia]. Project Management in Education and Training. Retrieved from Week three resources.

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. (Ch. 12).