It's All In the Approach: The Art of Effective Communication

The Art of Effective Communication (Laureate, n.d.) offers three modalities regarding peer-to-peer communication concerning the need for data in order to meet a required deadline. The modalities were delivered in written (email) and spoken (voicemail and face-to-face) form. The following provides a summary of how each modality was interpreted or what was perceived based upon the content, tone, and delivery of the message.

Ironically, the need for the data referenced in the message was consistent across each modality. Yet the there was a variance in tone and expression. Although delivered in written form the email prompted more urgency to the reader while the voicemail gave a sense of concern. Since emotions were translated through visual stimulation during the face-to-face conversation, the message was perceived as more engaging and straightforward versus accusatory as it could have been portrayed to others via email.

Each modality delivered the message clearly however, the voicemail seemed to be conveyed best based upon the utilized words, phrases, and tone. For instance, the use of first and second person seemed to lack in emphasis than did other key words such as “ETA”, “report”, and “data”. One of the main factors that influenced this selection, or choice, was the tone of the message. Although sounding concerned, the caller was able to portray a sense of urgency in the need for the data without seeming overly accusatory. Most importantly, the closing was perceived as sincere unlike the face-to-face interaction which was perceived as less sincere.

As proven through this exercise, different interpretations or perceptions can be drawn through different modalities. The critical lesson learned from this exercise in relation to project work and/or project management is how important and effective or ineffective the mode and method of communication can be in situations. Portny, et al. (2007) find one aspect of success is the ability to communicate effectively, and argue that “Through communication people exchange and share information with one another, and influence one another’s attitudes, behaviors, and understandings” (p. 357). Taking this into consideration it is important to hone in on effective communication skills whether through written or verbal form by recognizing how to build a rapport with our clients and team members, when to introduce the use of first, second, or third person, to be aggressive in the approach, or decide the best mode of delivery to the intended audience. Starting off with these few items provide steps closer to potential success.


Resources

Laureate Media (n.d.). Art of effective communication. Retrieved from http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html

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.