“The key to successful project management is effective communication” (Portny, Mantel, Meredith, Shafer, Sutton, & Kramer, 2008). Project managers must have an understanding of the best approaches for communicating with their project teams and stakeholders at the appropriate times and the most appropriate modality for communicating (Portny, et al., 2008). To gain additional insight on how messages are conveyed in different modes of communication, we were asked to examine a message communicated via email, voicemail, and face-to-face. The same words are used in each modality however the effectiveness of different aspects of the message varies in each.
The first modality used to deliver the message was via email. In the message the writer, Jane expresses consideration initially for Mark, the recipient’s busy schedule by explaining that she understands he has been busy and may not have been able to get a necessary report to Jane as a result of being in a meeting (Laureate, n.d.). Written communication should begin with identifying a clear purpose followed by an explanation of the issues, and it should include suggestions for potential solutions (Laureate, 2010). The email Jane has sent to Mark communicates a clear purpose from the beginning by expressing a need for an estimated time on a missing report that Mark is responsible for. Importance of this report and data is expressed by explaining the impact of the situation (Portny, et al., 2008). Jane explains that not having the report is creating an issue for her to move forward with her portion of the project (Laureate, n.d.). Jane also communicates a possible solution that she needs with either having the report sent back to her or the data she needs via email.
The second modality used was voicemail. Just as in the email message, Jane expresses initial consideration for Mark’s busy schedule followed by communicating the same words only this time in audio by leaving Mark a voicemail message. Communication and the message that is received are impacted by aspects other than just the words that are used (Laureate, 2010). Using voicemail to communicate a message in this scenario provides an opportunity for Jane to establish a greater sense of important through tone she uses (Laureate, 2010). The inflection Jane uses in her voice conveys a message of concern over not being able to meet her deadline (Laureate, n.d.). Unfortunately however the tone that Jane uses in the voicemail could also be misinterpreted by Mark as there is a sense exasperation and frustration in Jane’s voice with not receiving the report from Mark. Additionally the voicemail does not communicate who is delivering the message to Mark as Jane never states her name. Mark may be working on several projects and he could potentially be confused over who is contacting him and what specific report or data is needed.
The third modality that was used to communicate the message was via face-to-face. Just as in the voicemail and in the email, the same words are once again used. The change however is that Jane communicates a message through her body language (Laureate, 2010). The facial expressions and body language that Jane uses when communicating to Mark established shows concern in getting the report or data to her in order to meet her deadline (Laureate, n.d.). The also is an opportunity to create an interchange in which Mark and Jane can discuss the issue together to come to a resolution in getting the reports to Jane.
Communicating Effectively as a Team
Communicating via telephone can be effective when you want someone to hear your particular tone of voice to communicate a message. Leaving a voicemail however does not allow for the person delivering the message to know whether or not the person received or whether or not they clearly understood the message. Selecting a voicemail for communicating with a project team member needs to be clear and concise. In the scenario presented to us this week, it would have been more beneficial for Jane to request that Mark promptly call her regarding the reports so that further clarification could be provided in addition to communicating a sense of urgency in the tone of her voice.
If the need arises to communicate an urgent message while working on a project, it would be better served by using written or face-to-face methods. Communicating through writing should be used when the message can be conveyed without the need for body language and setting a tone through inflection in one’s voice. The challenge of communicating in writing is that there is a risk of information being misinterpreted if the information is not presented (Portny, et al., 2008). Additionally, by communicating this message in an email, Jane is not able to verify when Mark has received and read the email and whether or not he understood what she was requesting (Portny, et al., 2008). When choosing to communicate a message such as this via email it would be important to require a read receipt so that it is known when the recipient has read the email. If requesting to obtain data or a report such in this scenario, it would also be beneficial to state more clearly what specific report or data is needed and a specific timeline in which it is needed by. Choosing to communicate face-to-face would require appropriate timing and understanding of the personality in which one is attempting to convey a message to (Laureate, 2010). Having an understanding of the individual’s personality and schedule would be beneficial in knowing how to best approach them and what tone and body language needs to be used to convey a message of importance. If the message is urgent, conveying the message face-to-face provide an opportunity for individuals to clarify their understanding of the issue and come to a resolution together.
“A project team is a collection of people who are committed to common goals and who depend on one another to do their jobs” (Portny, et al., 2008). Project managers and project team members must establish guidelines for communicating effectively with one another in order to accomplish successful outcomes. Different situations may arise during a project necessitating communicating through different modalities. In the scenario presented to us this week, one project team member is attempting to hold another accountable for completing their portion of a project. The modalities of communication presented in the scenario we reviewed highlights the importance of selecting the most appropriate approach for communication based on what the message is that needs to be conveyed.
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.