The Art of Communicating Effectively

In this week's communication exercise, “The Art of Effective Communication”, the same message was delivered in three modalities: via email, voicemail, and face-to-face communication. The intention of the exercise is to interpret each message and the potential nuances. What are the subtle differences in how the message, delivered in three different formats, might be interpreted by the recipient?

The email version evoked images of a slightly desperate and stressed sender. While the tone seemed understanding that Mark (the recipient) was legitimately busy, I projected an image of sender that was a little stressed out. The same message delivered via voicemail came across as no nonsense, direct, with a slightly edgy or perturbed tone. It was the least “friendly” sounding of the three. The face-to-face delivery portrayed a woman who conveyed a message that was much less stressed; perhaps even low key. She was direct and clear about what she needed, but her message seemed the friendliest and the least stressed about the situation. A big plus: you could see her smile. I didn't "hear" a smile in the voicemail. Nor did I "read" a smile in the email version.

This exercise provided an interesting and effective way to prompt consideration of how the same message may be interpreted through different delivery modalities. In fact, it made me think of a recent work experience. In my professional world, 95% of my work is conducted virtually – via email, voicemail, instant messaging, or virtual web-meetings. (5% being occasional long distance travel for face-to-face meetings, etc.) Last week, I was invited to a three day, offsite meeting that was held at the home of one of our organizations Directors. The intention was to provide a creative space that would inspire open, creative and innovative thinking. At one point, during day two of the face-to-face session, one of the participants said to me in a surprised voice, “I never realized how comical you can be.” I said, “Really? I guess I can come across as pretty serious on some of our calls.” She replied – with surprising emphasis, “Yeah, you can be pretty intense on some of those [project] calls!” I was really taken aback by this because I consider myself very approachable, funny, positive, but always strive to be professional in my interactions. It seemed I may have been misunderstood or that my complete personality hadn't been coming through during our project interactions. At the end of our third day, we all debriefed and shared our ideas regarding the value of meeting face-to-face versus the usual virtual communications. Several of us commented enthusiastically on how valuable and effective it had been to be able to work together face-to-face … including the woman who had commented on her different perception of me since meeting for the first time. The exchange made me realize that it is very difficult to get a well rounded sense of someone (or their message) strictly via email, voicemail, or conference call. There truly is something refreshing about good old face-to-face meetings once in a while! The key learning is: Be mindful of how your messages/interactions may be interpreted by others who don’t know the whole you!

Reference

Media: The Art of Effective Communication was retrieved on 01.20.2011 from http://mym.cdn.laureate-media.com/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html