This blog represents a review of “The Art of Effective Communication (Laureate Education, n.d.)" multimedia program.
It presents an analysis of the same message presented in different
modalities: email, voicemail, and
face-to-face. My observation of each
modality explores effect ways to involve resistant stakeholders in project
management.
Email
The message relays a friendly tone
acknowledging awareness of the recipient’s busy schedule; however, it also expresses
blame in a subtle way. The writer reveals the need for a completed ETA
report. The underlying message suggests that
the recipient failed to complete the report and should make its completion priority. Ultimately, the transmission expresses a
documented plea for cooperation.
Voicemail
The
callers sounded careful and purposeful.
I detected desperation in the caller’s voice to receive data from the
recipient. The caller relayed a sense of
urgency. The caller did not reflect
blame, but a clear appeal for help to expedite the information. The caller conveyed appreciation for attention
to the matter.
Face-to-Face
The speaker spoke with an approachable attitude;
however, she clearly had a purpose. She wanted
the report sent ASAP. She added, “I know
you’ve been busy in that all day meeting.”
I sensed that she did not want Mark to use it as an excuse for not
completing the assignment. Once the
speaker mentioned that Mark’s data caused a hold-up on the completion of her
report, I no longer felt sincerity from the meeting.
Interpretation
of the Varied Modalities
Equally, the usage of email, voicemail, and
face-to-face offered a plea for an ETA report.
My interpretation of the message changed from the email to voicemail
because of the decrease of documentation.
Then it changed from voice mail to face-to-face. The face-to-face body language projected the
recipient as a dissenting participant, who needed the approach of flattery to
gain cooperation.
Factors
The factors that influence my perception of
the email and face-to-face meeting include:
communication and accountability.
Stolovich denotes communication factors as “spirit and attitude;
tonality and body language; timing; and the personality of the recipient (Laureate
Education, n.d.).” Combining all of Stolovich’s communication
factors, I found the approach of a telephone call as the most informal manner
to plea for assistance. It shows that
you trust the situation can be resolved without making documentation through a
written form.
Effective Modality
In my opinion, the voicemail conveyed the
best intent of the message. It expressed
appreciation for providing the information expeditiously at the terms desire by
the stakeholder. The informal setting of
the telephone communication marked a gesture to work through the problem without
involving others.
Implications
In this exercise, I learned that many factors
could lead to resistance from the stakeholder.
The approach of the project manager could open or close doors of
communication. As the diplomat, the
project manager should work to accommodate the stakeholder for the betterment
of the team. Study the stakeholders and
find a way to communicate effectively. Portny,
Mantel, Meredith, Shafer, and Sutton (2008) explain that “communication tools
and techniques can help keep project audiences involved throughout a project
(p. 282).”
Conclusion
In the future, I will analyze my stakeholders
and look for ways to involve them in a positive manner. In Practitioners Voices: Strategies for Working with Stakeholders
video, Budrovich (Laureate Education, n.d.) suggests working with stakeholders in the modality
which leads to the best results. Brief stakeholders in a face-to-face meeting and
use email as a documented follow-up. Respect stakeholders time when sending
email. Make the email a synopsis of the
discussion. After all, Achong (Laureate
Education, n.d.) reveals that “engaging stakeholders when communicating is an
art.”
References
Laureate Education, Inc. (n.d.). Communicating as stakeholders.
Video presentation.
Laureate Education, Inc. (n.d.). Practitioners voices: Strategies for working with stakeholders.
Video presentation.
Laureate Education, Inc. (n.d.). The art of effective communication.
Multimedia presentation. Retrieved from http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html.
Portny, S., Mantel, S., Meredith, J., Shafer, S., &
Sutton, M. (2008). Project management planning, scheduling, and controlling
projects. Hoboken, NJ: John Wiley & Sons, Inc.
Hi Laurie,
ReplyDeleteI found your post to be very enlightening; especially in regards to your view of Janes message via face to face communication as having some form of flattery involved in order to convey her message across. When I look back into the video, I can see where that tactic could have been perceived that way. I can see how or why Jane would approach the situation in a face to face aspect with some flattery in order to avoid conflict as one never knows what another person may be personally going through in and outside of the professional environment. "Motivation is a personal choice - the only person you can motivate directly is yourself. Project managers can create the opportunity for others to become motivated, but they can't make the decision for them." (Portny, Mantel, Meredith, Shafer, Sutton, & Kramer, 2008) in taking an easy approach of appreciating the work that was done so far and not taking an aggressive approach, Jane may be saving herself difficulties in working with her peers but this could also cause more delay for her as there did not seem to be any sense of urgency in her physical appearance, gestures or approach.
Portny, S., Mantel, S., Meredith, J., Shafer, S., & Sutton, M. (2008). Project management planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
I found your post very interesting. One thing I noticed when observing the three different types of communication was that the message was exactly the same, word for word, but we all have interpreted each one differently. I found the email to be the most effective and the face to face least. I felt that the demeanor of the person in the face to face meeting was not one of urgency and it came across in her relaxed body language. I think this is a very good exercise for us to work through. It shows that when communicating as a PM we need to be aware of how everyone accepts communication best and try to play to their strengths.
ReplyDeleteMary Ann
Funny how we all analyzed the same multimedia presentation, yet have various points of view and opinions. I think that our perception as well as experiences contribute to what we interpret from the information presented. You speak the most important truth: as leaders we must find a way to communicate with each stakeholder. Just as we have our experiences that shaped how we looked at this exercise, each stakeholder will do the same with an assigned project.
ReplyDelete