Messages can mean many different things depending on the context. In the following email message, there are a few issues I can identify. See if you see the same thing.
I think the author of this email, Jane, starts off trying to make a connection with Mark and let him know she understands he is busy. Depending on the person, this may or may not work to help make a connection. For some people, it may seem to be pandering. For others, it may help them feel as though you understand how much they have on their plate.
The remainder of the email message is vague in regard to the request from Jane to Mark. Jane might miss the deadline if she doesn’t get Mark’s missing report soon. What is soon? Is it one hour? Is it one week? Which report is missing? Even if she has stated this in a previous email, it would behoove her to restate the exact report she needs in this request.
Her next appeal asks him to determine when he thinks he can send the data or report. Then she ends with an ambiguous final request to send the data in a separate email. Why?
If this was a voice mail message instead, would that make is clearer? It might. Tone of voice, emphasis, and cadence of the speech, can often help the listener determine intent (Chapman, 2012). It can also continue to emphasize the same issues that are included in the email. The tentative speech patterns can leave the listener with a lack of urgency (Kim, 2015) or even with the impression that giving her the data may be optional. Even though I believe this speaker would like the data immediately, the message seems more lackadaisical and hands the timeline back to the listener.
What about having this conversation in person? This may be better because the two individuals have the ability to read each other’s facial gestures and body language, while also listening to their tone of voice. If the speaker ends his or her sentences with an upward inflection, it can leave the listener with the impression that the speaker is unsure and lacks confidence. As Mehrabian’s research points out, 7% of what we convey is in the words we speak, 38% are the way the words are said, and 55% relates to the facial expressions. This is important when you are communicating and want to ensure your message is heard and equally important, understood.
As a project manager (PM), one should ensure their message is understood well no matter which communication tool is used. Checking in and confirming understanding are essential components for the PM to consider. The less we have to go on, the more likely there will be an opportunity for misunderstanding.
Chapman, A. (2012). Mehrabian’s communication research. Retrieved from http://www.businessballs.com/mehrabiancommunications.htm
Kim, M. (2015, November 6). I’m sorry, but may we discuss tentative speech? Retrieved from https://ww2.kqed.org/forum/2015/11/06/im-sorry-but-may-we-discuss-tentative-speech/
Aimee Windmiller-Wood - ePortfolio 
You stated, “What is soon? Is it one hour? Is it one week? Which report is missing? Even if she has stated this in a previous email, it would behoove her to restate the exact report she needs in this request.”
This is a good point and not knowing what it is exactly that is needed could consume more time with back and forth messages needed to determine the report she is requesting. This was a good observation.
Cynthia Thomas
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Thanks for your reply Cynthia!
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What would you do if the stakeholder says that they only have time to be contacted via email and that is their preferred preference of communication but you feel the communication you need to have with them should be face-to-face. How would you handle breaking their preference of communication?
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Great question. I think this is most likely pretty common, especially with busy managers and employees. I would comply with their request and ask if I can meet briefly at a time that is convenient for them. If granted that time, I would then make the most of it by streamlining my points and leaving with a clear understanding of their point of view and timeline for deliverables. I would then recap the discussion briefly in an email.
I think a clearly written email can be effective. If it seems to be creating confusion, I would highlight that and ask for a brief meeting to ensure we are both on the same page.
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I agree with you and Cynthia. The message is kind of vague in terms of the specifics. Stolovitch reminds us to be diplomats. Being clear, concise, and focused is critical to having a message well received. There is some uncertainty in the approach and tone on the voice message and in the face to face requests for information. It sounds like she is asking for a favor; unless the report/data she was requesting was already late or the request for info seems to be rushing. There was no reason given besides the fact that she was ‘worried’ that her report would be late.
I think she should have been more specific about why she needed the info, even if it was a favor so that (her) report could be completed early. She didn’t mention any benefits other than her report being on time. She did not mention the team or any pressing reasons other than her own personal ones, which seemed like, as you mentioned, pandering.
These messages are good examples of how not to communicate. It is not that the message is bad or wrong, but the delivery is off. It could have been better communicated by utilizing a few fundamental communication principles.
Resource:
Laureate Education, Inc. (Executive Producer). (n.d.). Communicating with stakeholders [Video file]. Retrieved from https://class.waldenu.edu
-JB
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Joel,
I agree she left out a lot of information and specifics. These are definitely examples of how not to communicate effectively. Even the face to face seemed to lack confidence and clarity. She was talking to Mark with a wall between them.
Aimee
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In your concluding remarks you state that it is one of the responsibilities of the PM to make themselves understood. Absolutely. If this mail from the multimedia piece was from a PM during a project I would hope that the PM would remind their colleague of responsibilities and time frames set out in the statement of work. This should be something that everyone in the team is aware of and has agreed to.
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Exactly. As a PM it is important to recap the due date and time along with a quick description of the deliverable. A PM should never make an assumption that the person they are requesting information from remembers exactly what they need. They may have numerous requests per day.
Aimee
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Great Post! I agree with your last comment about a PM should ensure their message is understood no matter which communication tool is used. Not only is it important , but necessary for the success of the project. As the PM you need to ensure everyone understands their role, responsibilities, and the deadline.
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Thank you for your comment!
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It is important to be clear on timelines, the sender should be able to express the required action and when that action is expected to be completed. I enjoyed reading your post!
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