It is understood that communication is built on the three pillars of our words, tone of voice and body language. Documented research indicates that these components are:
– Our words 10%
– Tone of voice 35%
– Body language 55%
Keep in mind that these components work together to shape the quality of our communications with each other, but that our words are the smallest contributor to the overall communication process. With this in mind, one could deliberately develop skills that would enhance the interpersonal communication experience.
For example, we might choose our words very carefully and rehearse what we might say. However, we can become very sensitive to our tone of voice and practice different styles that would be optimal in a given situation. Body language, which encompasses physical behavior and posture to eye contact, are again aspects that are readily available for improvement through reflection, training, and practice.
These are the key elements that contribute to effective face-to-face interpersonal communication. However, what happens when different communication channels are used and the medium of communication affects the quality of the experience? Email (and its little cousin, text messaging) is a prime example.
Email is great for certain types of communication, particularly those that deal with facts, statistics, or simple procedures. Also, with a simple click, additional people can be included in the communication.
This is great if the communication is appropriate and related to those people, but it becomes an organizational disaster if they have been included without careful consideration or if it is the result of CYA bias. The latter situation results in a relentless onslaught of emails that can virtually bring an organization to a standstill.
Consider the quality of the email communication experience. There is an absolute absence of body language in a communication delivered by email. As a result, the communication immediately suffers a 55% degradation!!!
Although possible, tone of voice (disembodied, that is) is extremely difficult to reflect in an email. This often leads to misinterpretation as well as 35% more degradation in the process. All that is left are our words and often in the hustle and bustle of a busy work day not enough care is taken even in the construction of the message.
It can be seen that, at best, communication via email will provide no more than 10% of an effective interpersonal communication experience. In fact, this mode of communication is best described as written communication.
When communicating about situations that have complexity, nuance, or embedded conflict, using email as a communication channel is totally inappropriate, because it is fundamentally ineffective. Once started, it is more likely to spur a virtual cycle of emails that fail to provide necessary clarification, take up valuable organization time, and inevitably frustrate everyone.
In these types of situations, it would be better to pick up the phone and talk to the other person. This approach would incorporate tone of voice, thereby improving the communication experience by a potential 35%.
Even better, put down your computer and go chat with the other person. That way, you can look them in the eye, modulate your voice, project your physical respect for them, and clarify the meaning as the conversation progresses. This will maximize the overall effectiveness of the interpersonal communication process.
It is necessary to apply more consideration and attention when selecting the most appropriate channel for effective interpersonal communication. To accomplish this, we all need to get out of the “automatic mode” in which we seem to operate and become more rational, thoughtful, and deliberate in handling our communications.