252 / UNDERSTANDING COMMUNICATION SKILLS
Choosing your medium
Learning to ignore instinct
Many managers choose a form of
communication instinctively, and not
always for the right reasons. For
example, if you need to pass bad
news to a colleague but don’t want
to provoke a confrontation, you might
choose to send an email, even though
your colleague would prefer to hear
from you in person. On another
occasion, you might choose to make
a phone call rather than write a letter,
because it seems quicker or easier.
You might make this choice
even when the message is complex
and would benefit from extensive
explanation, detailed description, or
visual aids. In fact, just two factors
Writing produces a permanent
record, can be used to convey
great detail, is often much more
precise, and can be used for
careful wording. If it’s important
that you say something in a
specific or exact way, you may
want to write it down. And, of
course, if your audience has a
preference for source material
or large amounts of detail, such
as tables or large lists, you can
provide that information as an
appendix or attachment to a
memo, report, or proposal.
Keep in mind that you may have
to share your message with many
people and it may be impractical
or impossible to speak to each
of them. Writing in a precise,
persuasive way may be the
best approach to influence
your audience.
Most managers make decisions about whether to write or speak to
someone based on two criteria: convenience and their own personal
preferences. But an effective choice of communication medium or
channel depends on much more than what suits you at the time.
should govern your choice of medium for
any message. You should think first about
the preferences of the person or audience
receiving your message, and second
about the characteristics and benefits
of speaking versus those of writing.
When to write
US_252-253_Choosing_Your_Medium.indd 252 30/05/16 3:04 pm
CHOOSING YOUR MEDIUM / 253
Speaking provides a richer context—
it includes the use of nonverbal cues
and allows for more emotion. This
communication form is less rigid,
as it leaves no permanent record.
It may also be much quicker.
Speaking to others also invites
their participation. It may be the
best way to elicit ideas, size up
other people’s feelings, and even
discover any possible objections
to your message before decisions
have been made and formalized
in writing. Once something is
written down, people tend to feel
committed to that course of action,
even if the documents can easily
be revised. A conversation or
discussion, on the other hand,
has a more transitory feel to it:
it is flowing and flexible, and less
permanent and formal than written
forms of communication.
TURN OFF THE
AUTOMATIC PILOT
Don’t just choose the easiest
form of communication. Stop,
consider your options, and
choose the right channel and
medium for your message.
Tip
In focus
THE PLATINUM RULE
We’re all familiar with the old rule:
“Do unto others as you would have
them do unto you.” It’s a good rule,
but it contains a small flaw. What
if others don’t want to receive the
same treatment as you? What if their
preferences are, in fact, significantly
different? The Platinum Rule,
devised by communication expert
Tony Alessandra, who has advised
When to speak
companies such as Apple, Ford,
and IBM, is a variation of that
age-old maxim: “Do unto others
as they want to be done unto.”
This means treat others as they
want to be treated, not how you
think they should be treated.
Communicate with others in
the manner that they prefer and
you’ll get what you want: their
time, attention, and cooperation.
US_252-253_Choosing_Your_Medium.indd 253 30/05/16 3:04 pm
..................Content has been hidden....................
You can't read the all page of ebook, please click here login for view all page.