Pros:
1. Jane began by acknowledging the fact that Mark is busy. She created a sense of urgency by holding him responsible for his piece and indicated how it impacted the rest of the project. Portney (2008) states that this is very important and to never minimize any pressure on the person.2. It is short and concise and she is very clear about what she needs. I might have added “Please get this to me by 5:00 today,” to be even more specific.
3. The overall tone is friendly and respectful.
4. Since this is an email, it is documented.
Cons:
1. Wording: She acknowledges the fact that he is busy and then she negates it with “but.” Battley (2012) recommends using words that work, such as substituting “AND” for “BUT.” According this this article, one word can make all the difference. With “AND” you are able to state your opinion while maintaining a good rapport and cooperative stance (Battley, 2012). 2. Jane also used “I” too frequently. She indicated, “I can’t do my report without your data.” I would omit that and just state the facts: the project can’t go on without his piece. There might be interpersonal conflict between Jane and Mark and he doesn’t care that a missed deadline will affect her.
My Response: She knows I’m really busy, and I will do my very best to get to it after I complete my to-do-list. I will send her data via email later this evening.
VOICEMAILVoicemail allowed her to emphasize certain words which created more of a sense of urgency. Again, I would reword some of the phrases as I mentioned in the email analysis.
FACE-TWO-FACE
My response: I would probably let her know when I would be able to get the data to her. It would not have altered my scheduled activities. I wouldn’t be annoyed by her request in the least bit and would feel happy to meet her request. But again, it would be on my own timing versus hers.
BEST MODEPrior to viewing the segments, I would have said that face-to-face should always be the preferred mode. However, the intent of the message was to get the data for the report ASAP. The most urgent, respectful message of the three was the voicemail. From that, I would have altered my schedule to complete the request.
IMPLICATIONSI believe you can alter any mode of communication depending on how you word it, say it, or use your body language. For example, the urgency was downplayed by Jane in her face-to-face approach by her body language. Had she sat down in Mark’s cubicle, for example, and spoken a little more quickly the urgency of the matter would have been received. So again, I think it all depends on how the mode is used in order for it to be deemed effective versus ineffective.
Portney, S. E., Mantel, S. J., Meredith, J. R., Shafer, S. M., & Sutton, M. M. (2008). Project management: Planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc
Battley, S. (2012). How to Avoid the "YES, BUT" Trap. Retrieved from: http://www.battleyinc.com/resources/articles/47-executive-effectiveness/104-the-yes-but-trap
Rhi,
ReplyDeleteIt is not surprising that we both have differences and similarities in our anlaysis of the three modalities of communication. This only underlines the reason conflict in the workplace is inevitable. The way the speaker intends to communicate the message may not necessarily be the way the listener receives/perceives it. As a result, one does not have to wonder why there are conflicts in teamwork. Additionally, it goes to show, also, that it is of paramount importance that one acquires the necessary skills to communicate effectively.
Although, I believe that the face-to-face communication was most effective, I most certainly agree with you that Jane appeared a little too casual. One can be friendly, respectful and courteous; yet maintain a business-like look. I would conclude that communication takes much more than merely calling words.
Conderman, Johnston-Rodriguez, Hartman, & Kemp, (2010) contended that communication is a complex process which involves both speakers and listeners who share reciprocal roles. Information is transmitted through gestures, movements, facial expressions, body posture, and words by the speaker (Covey 2004). Just as how the listener depends on the speaker to be effective in communicating messages, it is equally important that the listener listens effectively. Patterson et al. (2002) argued that effective listening involves the communicating of a message that is understandable and obtaining the intended information.
References:
Conderman, G., Johnston-Rodriguez, S., Hartman, P., & Kemp, D. (2010). What teachers should say and how they should say it. Kappa Delta Pi Record, 46(4), 175-181.
Covey, S. R. 2004. The 7 habits ol highly effective people. New York: Free Press.
Patterson, K., J1 Crenny, R. McMillan, and A. Switzler. 2002. Crucial conversations: Tools for talking when stakes are high. New York: McCraw-Hill.
I believe that face to face is truly the best mode when it comes communication because of the intent and the importance of any message will be shown. When a project manager is looking to get his importance across, when it shown as face to face, it truly shows the importance of the project. (Portny, 2008). Email and voicemail can bring a certain detail to giving directions and policies but it will never be able to show how vital the project is by giving it face to face.
ReplyDeleteHermes Sanchez
Rhi- I was also surprised by the face-to-face scenario since I would have thought (and really still do) that that is the best way to communicate with another person, especially in a crisis. But this scenario was sort of odd. Jane did seem very casual and I didn't feel the urgency either.
ReplyDeleteI did a little surfing in Google scholar on the psychology of interaction to see if I could find some evidence that asking in person makes it more likely to happen. No luck yet, but I will keep reading...
Lydia Freeman