Choosing the Right Communication Channel

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Selecting The Right Communication Channel
Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information (Robbins, Judge 2011 p.342). Using the appropriate communication channel to convey a message is just as important as the message itself in order to fulfill any of these four functions effectively. In the following three scenarios I will choose the proper communication channel and defend my reasoning for that choice. Scenario One

In this scenario, a strategy needs to be created to introduce a new beverage into the global market. The team has to be informed of the task, provided proper details and is to develop the strategy within one week. The Vice President also needs to remain informed of the strategy during this process. Communicating With The Team

Given the tight deadline and the complicated nature of the task, a form of communication high in channel richness is required. “Face-to-face conversation scores highest in channel richness because it transmits the most information per communication episode—multiple information cues (words, postures, facial expressions, gestures, intonations), immediate feedback (both verbal and nonverbal), and the personal touch of being present” (Robbins, Judge 2011 p.358). Therefore, face-to-face conversation would be the proper channel in this situation. Not only does this communication channel meet the requirements for the time sensitive situation, it also is able to provide immediate feedback from the team letting me know that they both received and comprehended the message that was sent. Communicating With The Vice-President

After a strategy has been decided upon, it the strategy needs to be conveyed to the Vice-President. For this particular situation, an e-mail would be the best communication channel to use for several reasons. First, both sender and receiver will have a record of the communication that can be stored for an indefinite amount of time. Second, this is potentially a very complicated task with several steps to be taken over a period of time. With the strategy put into writing, not only will the Vice-President be informed, but the people in charge of implementing the strategy have a step by step list of instructions that can be referenced at any time (Robbins, Judge 2011 p.347). Third, it is highly probable that this strategy will be too lengthy and complicated to be easily conveyed verbally. A well-written message can convey a complex idea in a well thought out, logical, and clear manner better than any other form of communication (Taylor p.30). Last, there are no emotions to be misinterpreted due to the professional nature of this message and because of the high priority level, this message is likely to be expected and read very soon after receiving. Scenario Two

This scenario requires a message to be sent to the offsite IT to see why the login name and password for an application used by the employees of a large travel agency is not working. The IT department explains that the login and password has expired. Once the problem has been fixed by the IT department, the employees need to be informed about what happened and given the new login name and password. Communicating With The IT Department

In a situation such as this, a phone call would be the proper communication channel. The message needs to be relayed to the recipient very quickly so that the problem can be fixed and the employees can continue working with minimal disruption to the business. Being that the IT department is offsite, face-to-face communication is not an option, yet you need to be sure that the message is responded to immediately. Communicating With The Employees

To explain what happened to the employees and to give them the new login and password, an email would be the most appropriate channel of communication. Email would be the best choice because you can send a very quick message to...
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