Question

Give an example of a time when someone you know conveyed an important message but did so using the wrong channel. For example, has anyone ever shared bad or important news with you, but done it via text? Do you have an example of important information that was shared via a poorly worded email and so it was misunderstood? Give as much detail as you can about the situation and why you think the chosen channel was incorrect. Lastly, outline how you think the message should have been shared, and why you think that would have made a difference in the communication.

Answer 1

It is necessary to select the appropriate medium of communication as it not only leads to miscommunication but also affects the respect to be given to an individual. In India, whenever there are family occasions people prepare an invitation card having the details of the occasions (like the time, place and the details of the family members) and the way of inviting people is by visiting each and every home to invite the family no matter of the distance. A close relative of mine whom we have helped a lot during their earlier stages invited me and my family for their son’s wedding through a WhatsApp internet message (not even a call). My parents were disgusted when they saw the message and even decided not to attend the gathering. Traditional gatherings which may be a happy gathering (like weddings or birthday celebrations) or a sad gathering (death ceremony) are given more importance especially they invite other people which is a form of communication and hence the appropriate medium of communication should be selected failing which there creates a long term misunderstanding between the families unless it is sorted out.

I worked as a Safety officer in Qatar along with a multinational team. A colleague of mine is from a particular Arab nation and his English fluency is very poor especially the written communication as the correct spelling should be used and sentences should be framed properly. One day there was a small misunderstanding between him and the supervisor as the supervisor forgot to text the location of the site which led to a small fight. Being a Safety officer, he found the behavior of the supervisor disrespectful due to which he drafted an email right on the site. In the body of the email, instead of writing ‘the supervisor failed to message me’, he wrote ‘the supervisor failed to massage me’ keeping the top management in the loop of the email. On seeing the word message replaced by massage, the motive of the information is not conveyed and people only took the issue on a lighter note. I would also emphasize that the chosen channel is incorrect because such small issues should either be solved then and there or should be solved over phone call with the corresponding coordinator instead of drafting emails and looping the top management and the senior officials for such silly issues. In case the dispute was much serious and an email has to be drafted as a warning, careful and professional words should be used in order to emphasize the rude behavior of the supervisor instead of blaming and using unprofessional words that may seem to be childish in the eyes of the senior officials.