The_Essential_Manager_s_Handbook

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