Page 200 - The Voice of Authority

Figure 10.1b
The method of communication sometimes determines the
success of the message and the outcome of the situation.
Decide by design, not default.

Email, Phone, or Talk Face to Face?

Reasons/Situations for Face-to-Face
Conversations

Immediate feedback or reaction (in body lan-
guage/voice tone)
Concern about the privacy of comments (can’t
be recorded/passed on)
Expression of importance/extra time involved
(an apology, bad news)
Negotiate details on sensitive issues
Persuade the disinterested/uninterested—to
arouse interest
Give mild reprimands
Build a relationship (regain trust, create first im-
pressions)

Reasons/Situations for Phone Conversations

Listen and show that you’ve listened

Need to hear someone’s voice tone to “read be-
tween the lines”
Negotiate details

Persuade the disinterested
Give mild reprimands

188 The Voice of Authority