The
Art of Communication
Have you ever heard the
phase “It’s not what you say; it’s how you say it”? This is the thought that came to mind when I
reflect on this week video The Art of
Communication. The same message
delivered three different ways can change the way it may be interpreted by the
recipient. I would also say, the mode in
which the message was delivered is just as important as well. One important point Budrovich mentioned in
this week resources was to “tailor
your communication strategy to fit the specific needs of each stakeholder”. (Laureate Education, 2009) The message being delivered was clearly sent
to someone who is obviously busy. My
first question would be; How can I best get this important message to this
individual and get a timely response?
The e-mail message was probably the most effective mode of delivery
given the current state of technology.
The voicemail would probably require a longer response time if someone
is in a meeting and the face-to-face may not be possible. The message I hear in all three modes is a
sense of urgency. Whereas I see the
e-mail being the best mode of delivery, the tone of the e-mail seems more
abrasive in an attempt to communicate the importance of what is needed. Another problem I see with e-mail is it is
too vague. We can only assume the
recipient knows the exact report and the exact data that is needed by the
writer of the e-mail. Stolovich tells us
to “avoid ambiguity”. (Laureate Education, Communicating with Stakeholders, 2009) The e-mail will probably need follow-up on
the recipient part to clearly clarify the information they are being asked to
deliver causing even further delays. Stolovich
says communications should be “clear, concise, and focused”. (Laureate Education, Communicating with Stakeholders,
2009) The voicemail would have the same issues here
as the e-mail again causing more delay.
But the face-to-face would be good for meeting the need of immediate
feedback or answers to questions.
The audio message and
the face-to-face message came off with a bit more sensitivity. The tone seems mild and less threatening than
the e-mail. The statement in the message
that said “I might miss my own deadline, if I don’t get your report soon” took
on a whole different meaning for me in the e-mail vs. the voicemail/face-to-face
message. (Laureate Education, The Art of Effective Communication, 2009) I felt as if there would be some type of repercussion
or retaliation from this statement in the e-mail. The same statement in the voicemail and
face-to-face message spoke a tone that said to me “I understand you are busy
but I really need your report to complete mine”…non-threatening. This to me was a more sensitive
approach. Stolovich tells us to be
sensitive when communicating with stakeholders.
(Laureate Education, Project Management Concerns:
Communication Strategies and Organizational Culture, 2009)
It is important in all
three modes to document the communication.
Stolovich reminds us to document oral communications. (Laureate Education, Communicating with Stakeholders,
2009) However, one of the most important tips I
gathered this week was “adjust your behavior to fit whatever is convenient for
them [stakeholders]”. (Laureate Education, Practitioner Voices: Strategies for Working with
Stakeholders, 2009)
References
Laureate Education, I. (Director). (2009). Communicating
with Stakeholders [Motion Picture].
Laureate Education, I. (2009). Practitioner Voices:
Strategies for Working with Stakeholders. Baltimore, MD.
Laureate Education, I. (2009). Project Management
Concerns: Communication Strategies and Organizational Culture. Retrieved
from Laureate Education, Inc.
Laureate Education, I. (2009). The Art of Effective
Communication.
