Effective communication is more than words...
Effective communication is so critical to the overall success of
the project. The Collective Leadership Institute explains just how important by
stating, “the capacity for constructive, result-oriented dialogue and
value-based collaboration is at the core of humankind’s ability to master
challenges such as climate change, poverty, economic justice, energy security,
resource management, peace, and population growth among others” (Aakhus &
Bzdak, 2015, p.198). However, communication is so much more than just words or
the content. How the message is received depends on many variables such as the
overall tone, the timing, the body language, or even the personality of the
recipient (Laureate Education, n.d.). The type of communication also may vary
such as formal or informal, written or oral, as well as in-person or through
online connections.
Project managers should figure out the type and style of
communication that each stakeholder prefers. Troy Achong recommends that the
project manager modifies his or her communication style to match that of the
client’s preference (Laureate Education, n.d.). Although each stakeholder may
want the same outcome at the end of the project, they each may have their
agenda throughout the process.
In “The Art of Effective Communication”, the same words or content
are presented using three different modalities: an e-mail, a voicemail, and a
face-to-face meeting (Laureate Education, n.d.). Yet, I believe that the
overall message can be interpreted in different ways, even though all three
were sent in a business-friendly and professional way, as Dr. Stolovitch
recommends (Laureate Education, n.d.). The preferences and personality of the
client are what may differ and may have an impact on the success of the
communication message.
If the client prefers email, he or she may be checking email
throughout the all-day meeting and may be able to quickly send over the data
needed. The client may feel satisfied that this was completed and there will not
be a pile of work to do when returning the next day because of the all-day meeting. However, if the client gets frustrated by too many emails, especially
ones that pile up while working on other important tasks, the actual data
needed may be further delayed and a negative communication climate may start to
develop. Also, since it is a written form of communication, it is more
difficult to develop a shared-work relationship. It is more impersonal.
Communicating by voicemail lends itself to being a little bit
easier to develop good working relationships because the tone of voice and
sincerity levels can be more easily understood. However, it goes back to the
client’s preference. If he or she is annoyed by voicemail boxes filling up, and
would simply prefer an email instead, then that preference outweighs any
benefits of voicemail over email.
Face-to-face interactions offer the full capacity to understand the intent and overall message because the tone of voice and body language can be interpreted the most accurately. In the video of the face-to-face meeting, it was apparent that the woman sincerely wanted to work well as a team, but also needed to make sure she was doing her job on time and making her needs known to make that happen. I think sometimes face-to-face meetings create a stronger investment by both parties into the discussions and outcomes. However, if the client is too busy for face-to-face meetings, and would be annoyed by them, then all of the benefits are still not great enough to disregard the client’s true preferred method of communication. When people say communication, communication, communication, it should be inferred that the preferred method is considered as well.
Aakhus, M., & Bzdak, M. (2015). Stakeholder
engagement as communication design practice. Journal of Public Affairs,
15(2), 188–200. https://doi.org/10.1002/pa.1569
Communicating
with stakeholders [Video]. (n.d.). Laureate
Education. https://class/waldenu.edu
Multimedia Program: “The Art of Effective Communication" http://cdnmedia.waldenu.edu/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html
Practitioner voices: strategies for working with
stakeholders [Video]. (n.d.). Laureate Education. https://class.waldenu.edu
Dear Lori,
ReplyDeleteI like how you explained that the project manager needs to get to know the communication style of his/her stakeholders? While, I agree and think that is sage advice, what do you think you would do in a situation where you have several different stakeholders, who each have a different preferred communication style? Do you think you would cater to them all? I am not exactly sure what the right answer is here, to be honest.
Budrovich (in Walden University, LLC, n.d.a) shared that he had once worked for a stakeholder that preferred to have short, 5-minute briefings about the standings of a project before meetings. He required them daily from Budrovich (in Walden University, LLC, n.d.a.). This could get overwhelming if you are conducting briefings each day, and also sending other stakeholders the same information via email or phone conversation. But, I guess project management is not easy work and if that is what the stakeholder prefers, then it would be considered appropriate to conduct all types of communication.
Achong (in Walden University, LLC, n.d.a.) commented that communicating with stakeholders is an art form. To me, I interpret that to mean that each new project that comes along will be nuanced and open for interpretation. There is no “one-size-fits-all” situation for being a project manager. Like art, I suppose it can be messy and beautiful all in one!
If you were a stakeholder, which type of communication would you prefer? I thought the email read a bit abrasively. I understand it was the same message through the other two types, but there is something about the written word and written communication that can really be quite sharp, if written in a certain way or even if read in a certain way. Do you agree?
Thanks,
Amanda Valente
References
Multimedia Program: “The Art of Effective Communication”
Walden University, LLC. (Executive Producer). (n.d.). Practitioner voices: Strategies for working with stakeholders [Video file]. Retrieved from https://class.waldenu.edu
Amanda,
DeleteI see your point about the email and how an email can sometimes seem abrasive to some people under some circumstances. I would not want to come across as abrasive, but at the same time, if I was on the receiving end, I most likely would not have a problem with it, unless there was more to the story.
For me, the preferred form of communication has more to do with the trust and relationship built with the other communicator as well as the nature of the work. Some things can be quickly and sufficiently handled through email in a trusting relationship, while other issues would be better addressed in a face-to-face meeting.
Before this week, I had not thought much about adjusting the communication style to what the stakeholder prefers. After this week, I plan to remember that and take the time to find out. It could make a big difference in building stronger, more trusting relationships with new people. It can be more time consuming, I agree, but I think it it worth the effort because I believe that effective communication is a top priority. The five minute daily face-to-face meeting in the example this week may seem overly accommodating at first, but if it can prevent a major communication blow-out, I think it would be worth it. Future work could depend on it.
Reference:
Multimedia Program: “The Art of Effective Communication" http://cdnmedia.waldenu.edu/2dett4d/Walden/EDUC/6145/03/mm/aoc/index.html
Greetings,
ReplyDeleteYou started off with a key phrase, and that is effective communication. Communication is definitely critical in project management, however, I would like to notate that face-to-face interaction can include tools like zoom, facetime, and other applications and methods in which one can see individuals. Also, it is key to be understanding when communicating in any fashion.
Hi Lori,
ReplyDeleteYou make a great point, Project Managers should ask their clients and stakeholders their preferred method of communication (Laureate Education, n.d.). This will help ensure communication is effective. I also believe it is an important part of developing that positive relationship with the stakeholders and clients.
Email communications can also come off as abrasive even when the sender does not have an abrasive meaning behind their email.
Reference
Communicating with stakeholders [Video]. (n.d.). Laureate Education. https://class/waldenu.edu
Lori,
ReplyDeleteI agree one of the first pieces of information that should be gathered is how the stakeholder would like to communicate and how often. From there the project manager should adjust their communication plan to fit those needs. As you stated if this is not done it could negatively impact the progress of the project and the individuals involved.