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Business Communication Channels

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Submitted By jbanks
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Telephone conversations are one of the richer communication channels in which to convey information. A telephone conversation provides for immediate communication between an unlimited number of individuals from anywhere in the world.

There are many advantages and challenges to having a telephone conversation in the working world. Primarily, it allows one to provide information, ask questions to obtain or clarify information or even seek confirmation via routine or nonroutine communications. In addition, telephone conversations allow for collaboration and an immediate response from more than one individual at the same time. However, the challenge in using telephone conversations as a communication channel is that one is limited to hearing only words and tone of voice without body language. As a result, communication can be misinterpreted if the tone does not match the message. In addition, telephone conversations are normally not recorded to be used as a reference in the future.

In my role, quite often employees use telephone conversations as a communication channel to obtain immediate feedback from me. However, advantages and challenges of these conversations present themselves daily. For example, upon my return from vacation on Monday, an employee called me seeking my assistance in getting in touch with a colleague regarding internal job openings. At the time, I had previously met with her about two weeks earlier to announce that her job would be eliminated effective the first Friday in December. Our conversation included details of partnering together to find other employment within the organization and severance as an alternative should we not find another position for her in time. When I spoke with her on Monday, her tone suggested that she was slightly agitated because she hadn’t received a return call from my colleague immediately following the holiday. As a result, I directed her to follow up, giving my colleague an opportunity to respond before I interfered. In addition, I took the opportunity to clarify next steps and our meeting this Friday. Her tone seemed to soften as we spoke and she acknowledged her understanding as she did when we met face to face. In my opinion, I thought all was well. However, I was later provided feedback based on her reaction to our conversation. Apparently, she interpreted my communication over the telephone as if we were not willing to work with her.

Overall, this particular situation presented more of a challenge than an advantage for the employee. The challenge was that the employee did not get the immediate action that she sought and she did not take kindly to hearing the same message I delivered in person two weeks prior. It would have been ideal to have the conversation face-to-face, however, the outsourcing industry does not always allow for this rich channel of communication.

Robbins & Judge (2011). Organizational behavior (14th ed.). Upper Saddle River, NJ: Pearson Education.

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