Effective Communication
Technological advances give many options for communication. E-mails, text messages, telephone calls, snail mail, visual representations (signs and posters), video conferencing, and face-to-face conversations are all effective ways of conveying a message. However, some of these options are more effective than others. Three of the most common forms of communication particularly within organizations are: e-mail, telephone calls, and face-to-face conversations. Each comes with its own advantages and disadvantages.
E-mail – Conveying a message through e-mail gives the sender instant delivery to the receiver. It is fast and easy and provides the sender with a paper trail. “Organizations use written communication to ensure they have documentation when correcting an issue or dealing with important legal situations” (Vitez, 2011).
The Art of Effective Communication displayed an e-mail shared between two colleagues concerning one colleague’s (Jane) need to receive a report from the other (Mark). The report was imperative for Jane to complete a project by a specified deadline. The e-mail was an informal approach that effectively conveyed Jane’s message. It was clear and to the point. Moreover, the writing style was appropriate for the situation. There were no emoticons or all caps to convey screaming. However, it was difficult to accurately pinpoint Jane’s tone. People may have different perceptions about the tone since there are no nonverbal cues to give some perspective. Jane’s body language, gestures, or facial expressions would help make the message clearer. I wasn’t sure if it was a cordial e-mail to a colleague who she understands is swamped with work or a “nice-nasty” e-mail to someone that she might have reached out to several times. “E-mail is impersonal. Unlike in a mano-a-mano conversation, it’s tough to get across facial expressions and other nuances in e-mail prose”(McFedrie, 1995-2008). It is also important to acknowledge that e-mail does not guarantee feedback. With Jane being in a time crunch, I would think that she would be a little concerned that Mark may not read or acknowledge her e-mail in a timely manner.
Voicemail – Voicemail provides the sender with a quick and easy way to leave a message with the receivers if they are in a different location or unavailable at the time of the call.
The second communication mode demonstrated in The Art of Effective Communication was Jane’s voicemail message. The voicemail does give some verbal cues such as inflection and vocal tone but it’s still a bit difficult to decipher her manner at the time that she left the voicemail. Like e-mail, voicemail does not ensure that Mark will receive the message, listen to the message, or even acknowledge the message. If he does respond, there is a chance that he may not respond within the necessary timeline. Also, the receiver could misconstrue the sender’s message if the verbal cues are not clear enough. It should also be mentioned that Jane did not give a specific time frame for receiving the report. This could be problematic if Mark’s perception of timely is different from Jane’s. Therefore, if Mark doesn’t respond quickly to clarify the timeline, Jane could find herself in a bind. “The clearer a request, the easier it is for the person to estimate the effort needed to respond to the request and to produce the right result the first time” (Portny, Mantel, Meredith, Shafer, Sutton, & Kramer, 2008).
Face-to-Face – This mode of communication allows the sender to get instant feedback from the receiver. It also provides the nonverbal cues that help the sender convey the message more accurately. During this exchange, body language and facial expressions give the receiver a clearer idea of the sender’s intent.
In the face-to-face portion of the Art of Effective Communication, it was much easier to recognize Jane’s intent. Her body language, facial expressions, and vocal tone all convey a sense of urgency, yet with a positive attitude.
People Communicating (2009) asserts:
In face to face communication, we have all the cues available to us: words, facial expression, gestures, body language, tone of voice, room temperature, room noise, and other people in the room that might be present. If there is something missing in the person’s words, there are other cues that will complement the message, if they are congruent with the words. The message will be more complete and clear when all cues are present.
Jane’s three methods of communicating demonstrate the importance of ensuring that one’s message is received and accurately interpreted by the receiver.
References
People Communicating. (2009). Face to face communication. Retrieved from http://www.people-communicating.com/face-to-face-communication.html
McFedrie, P. (1995-2008). The pros and cons of e-mail. Paul McFedries’ Web Home. Retrieved from http://www.mcfedries.com/ramblings/email-pros-cons.asp
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.
Vitez, O. (2011). Types of business communications. Retrieved from http://smallbusiness.chron.com/types-business-communications-697.html