Communication: the message between the lines.
We communicate daily using various delivery modes, from spending emails, text messaging, and video chats to face-to-face interactions. In each manner, we want others to receive the information how we intended them to receive it. However, sometimes, wires get crossed, and you're staring at the other person, wondering how the communication went wrong. Thus, the ability to communicate effectively is an art (Walden University, n.d.). Building the skills to communicate successfully is a transformational skill that should be developed and reflected to get more proficient in getting your audience to receive the message the exact way you intended it.
For this week's assignment, we were tasked with receiving the
same message under different modes: an email, a voicemail, and a face-to-face engagement,
in that specific order. The message was regarding a lady asking a team member
who had been in meetings all day to provide her with information so that she could
finish her report by the due date. Here is my initial perception of each mode used
to communicate the message.
The Email
When first reading the original message through email, the
tone of the message seemed blunt and straightforward. Although the person was trying
to sound friendly by understanding the person's situation of being in meetings
all day, she seemed more concerned with being able to complete her report. By
the end of the message, the tone sounds forceful and pushy for the other person
to provide her with the information.
The Voicemail
The second mode, a voicemail, had the same message yet seemed
softer than the email. You could hear the sense of urgency and concern by
listening to her voice, yet it was still a gentler tone than the email. By the
end of the voicemail, you felt more inclined to want to help her by providing
your report to her so she could complete her report.
The Face-to-Face Engagement
By the last mode, face-to-face interaction, you could certainly
see and read her body language, watch her facial expressions, and hear her
voice tone, all of which were soft, friendly, and understanding. Although it is
still the same message that she is repeating, you have more empathy to stop
what you are doing and get that report to her as soon as possible.
Afterthoughts
As I reflect on how I perceived the message, the factors
that influenced how I felt were based on the message's content, the tone of the
voice, facial expression, and body language. When speaking to a team member
through a phone call or face-to-face conversation, you must be aware of the
tone and other paralinguistic aspects. The different vocal communication, such
as the voice inflection, pitch, pacing, or how loud you speak, is critical in
how your audience perceives your message (Heathfield, 2019). Each time a new
element was introduced, a gentle and friendly manner made the message less
harsh and cold and more open and understanding. Therefore, the best way that she
was able to convey the message was through face-to-face engagement.
Final Thoughts
From this assignment, I learned how using a friendly tone,
body language, and facial expressions can affect how your team perceives your
message. Most of the communication is not simply through the use of words (Walden
University, n.d.). Thus, as a leader, your communication style in
motivating your team is dependent on your ability to be friendly and approachable. Yet, you still need to be able to get the message across as far as what needs to be done. As
demonstrated, you can be saying the same message in an email, a phone call, or in person; however, the non-verbal communication aspects can determine whether
others will do things to help you or because they are being forced to do so. I
want to end this blog with this simple saying "you catch more bees with
honey."
Reference:
Heathfield, S.M. (06 August 2019). Nonverbal Communication
in the Workplace. Retrieved at Nonverbal Communication in the Workplace
(thebalancecareers.com)
Walden University, LLC. (Producer). (n.d.). Communicating with
stakeholders [Video file]. Retrieved from https://class.waldenu.edu
Walden University, LLC. (Producer). (n.d.). Practitioner
voice: strategies for working with stakeholders [Video file]. Retrieved from https://class.waldenu.edu
Thank you Janella for your excellent post! You concluded emphasized throughout your post and concluded with this idea
ReplyDelete“using a friendly tone, body language, and facial expressions can affect how your team perceives your message.”
This is true and definitely easy in practice when the stress-levels of low, you are interacting with colleagues with whom you have a good relationship. The true test of effective communication is when things are stressful, you have some strong differences of opinions, your ego is on the line, there are some higher stake decisions, there is not cohesiveness among colleagues or stakeholders, and there is a history of conflict. In these circumstances it take a lot more effort to suspend reactive foe signals and it is more important to be genuine. Keeping your tone calm but genuine, avoiding blaming language, being honest about how you feel and why, and explaining your perspective, and actively listening are essential. I think the face-to-face was demonstrated many of these practices.
Chris Fosdick
Janelle,
ReplyDeleteI was thinknig about your reaction to the email and wondering if it had been in a bubblier font or color if it would have changed your perception of the writer. I found this site that indicates it might not have changed your perception at all.
"...your choice of font and colour also says something about you. However, it is now generally agreed that these forms of non-verbal communication are pretty unreliable indicators of character. They convey far less information than the non-verbal communication that is part of face-to-face interactions" (Skills You Need, n.d.).
I found her email to be the opposite. I thought she was too fluffy and too accommodating. Not pushy at all. I would have sidelined the email request as not actually urgent and moved on with my life.
I also thought the face to face was too kind, too accommodating. I would have immediately forgotten about her needs because she didn't seem to care much either. I thought the phone call, with its tone of urgency was the most likely to get me to do it right now. I also would probably get my report to the others who need it on time, a win win for me. Thanks for reminding me, rather forcefully, that I needed to do the thing.
In general however, I agree with you, that face to face is the best way to convey information. There are SO many non verbal cues that we convey, that any other medium, even video calling, obscures.
Bequie
Skills You Need. (n.d.). Non-Verbal Communication. Retrieved from Skills You Need: https://www.skillsyouneed.com/ips/nonverbal-communication.html
Hi Janelle.
ReplyDeleteThank you so much for your insightful blog. I was most intrigued by your final thoughts. I agree with you wholeheartedly about the communication style of leaders. The idea of being a friendly and approachable leader while still having to lead in unfavorable circumstances is a challenge for both the leader and his team at times. I think that “catching more bees with honey” is a perspective to have, but are we catching the right bees? I believe that establishing relationships goes hand and hand with effectively communicating. If my teams know me, then they also understand my tone, inflections, and intentions in any communication I send. There’s something about the heart behind the communication that causes me to respond a particular way.
Janelle,
ReplyDeleteGreat post! You mentioned that through the face-to-face engagement you have more empathy towards the request being made. I agree! Even though Jane’s intonation and body language is friendly, we can see how important it is to her that she receives the report, she is not angry or pushy, but using her facial expressions and tone to convey urgency. This is a lesson I had to learn as a teacher. Students responded much better when I approached them in person concerning an important matter such as failing grades or missing assignments. Thanks for sharing!
Dear Janelle,
ReplyDeleteThank you for your blog post. I enjoyed reading it.
You wrote: "From this assignment, I learned how using a friendly tone, body language, and facial expressions can affect how your team perceives your message".
Should we assume this is best practice or are there instances when one might have to use a stronger tone to get information out as may be required?
Hi Janelle,
ReplyDeleteWe had many of the same impressions having received the message in the three different modalities of email, voicemail, and in-person communication. It is quite astounding how much different it makes to hear tone of voice or, better yet, facial expressions and other physical social cues that help to get a message across more than just the words that are spoken (Walden University, n.d.). As you wrote, it is important when motivating someone else to perform a task you need to communicate in a manner that will be friendly and approachable rather than abrasive or demanding. It is difficult to convey this approachability via email alone, and much easier to get someone on your side if you are speaking to them in person. I am hopeful that the in-person communication method can be replicated through video chats, since that is the main way I communicate with others in my organization right now. Since the main benefit was facial expressions that matched with a tone of voice, I do believe video chats are good enough to get the same message across that would be done in person.
Reference
Walden University, LLC. (Producer). (n.d.). Communicating with stakeholders [Video file]. Retrieved from https://class.waldenu.edu