The
Art of Communication
Can a message
delivered in 3 different formats be construed in three different ways by the
message receiver? That was the
assignment this week and it included reviewing a message, the same exact message, that was delivered
in an email, in a voice message, and in a face to face conversation. The messages are from a PM who is requesting
a report from a team member I made notes after reviewing each of the 3
examples, and surprisingly, found little difference.
Looking at the
clues in each of the delivery methods, they all point to the same tone being
expressed in 2 of the 3 3examples.
Surprisingly, the face to face had the least amount of urgency
expressed.
The
first method I reviewed was the email communication. The example of the email
message from Jan to Mark seems polite yet she stresses the need to received his
written report. She asks him for the
report and uses the words “please” and tells him that she really needs his
help. In my opinion, the email does not
permeate an angry tone. There are no
WORDS WRITTEN IN ALL CAPITAL LETTERS which would imply yelling and no
exclamation points which also can show anger or excitement!!! There is a good website
the points out different email etiquette techniques.
The third method was the face to face
communication with the PM talking over the cubicle of the team member. The face
to face conversation with Jane seems more relaxed than the email but you can
see the exasperation on her face and she is tired. She is being polite and then gives him huge
forced smile at the end. Clearly the
woman is going to snap any minute! Give
her the report fast.
Reference:
- Ertmer, P., & Quinn, J. (Eds.). (2007). The ID casebook: Case studies in instructional design (3rd ed.). Upper Saddle River, NJ: Pearson Education, Inc.
First of all, I love the pictures in your blog post! I'll have to remember to incorporate these in some of my future blog posts. It adds interest and keeps me reading. You are communicating effectively on this front.
ReplyDeleteCommunication can change the way we view projects and people. Effective communication always promotes positive energy towards a common goal. I felt that the email was appropriate, but it did not motivate the reader. I felt that the voicemail gave off a sense of blame and irritation. I also felt that the face to face communication allowed the employee to naturally feel Jane's sense of urgency. However, I sensed it as positive energy. She wasn't concerned about blaming Mark. Rather, she simply was ready to get the work done. If she could work on the project, she would be working on it. To me, her smile didn't seem forced but rather a genuine effort at making Mark feel comfortable.
Isn't it interesting how we all interpret communication differently? This adds to my suspicion that relationships and knowing people in the workplace is extremely important.
Hi Jewel,
ReplyDeleteI do find it interesting that the perceptions can be different be different depending on the person who is receiving the message. To me, the face to face communication from Jane to Mark shows her body language and I would perceive her to be frustrated with Mark and tired. She delivers the message calmly, but I guess using past experiences in my own communications, I read the frustration in her face and the smile at the end. I believe her to be more upset with Mark than she is letting on but she is holding back and trying to remain positive.
Of all the communications, I would find this one and the written the most urgent requests.
There is an article about Barriers and Gateways to Communication by Carl Rogers and F. Roethlisberger that is pretty interesting. It goes over the different emotions and experiences people bring into the way they decide what something means. How a message is perceived can depend on past experiences in similar situations(1952).
Rogers, C. & Roethlisberger, F. (1952). Barriers and gateways to communication. Harvard Business Review.
Well Done Kathy! Again, your artwork really ads. i agree with your comments but find if one uses two sources of communication to say the same thing, such as a follow-up e-mail to a conversation either by phone or in person it will strengthen the message.
ReplyDeleteI enjoy reading your posts!
Lisa
Indeed, I believe everyone has similarity on the reactions to these: Each medium is less desirable because it loses effectiveness--from E-mail to video. Why is it, though, we say it is face-to-face when the originator does not face the recipient? I enjoyed your post; thanks so much.
ReplyDeleteRegards,
Robert
Thanks,
ReplyDeleteI loved what you wrote. I am enjoying your posts. The picture clips are awesome!I agree with you in that the voicemail message was of a "begging" persuasion. Your interpretation of the face-to-face meeting made me smile. It gave me a different viewpoint, because in my opinion that one was the most effective for me.
Thanks,
Pam