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.