Imagine having the power to transform your written words into clear, impactful messages that not only convey information but also inspire action.
That’s precisely what Rob Ashton discussed in episode 149 of the Manage This podcast. Ashton is a seasoned writer and the founder of Emphasis, a global learning company dedicated to improving written communication skills.
Ashton’s unique journey from a research scientist to an editor and, eventually, to an educator, has given him great insight into why written communication often fails and how we can make it work.
The Importance of Written Communication
In an increasingly remote workforce, written communication has never been more critical. With instant-messaging tools like Slack, Teams, and Skype becoming a standard part of businesses’ toolkits, the ability to communicate effectively in writing is essential. However, not all written-communication tools are created equal, and choosing the right one for your message can make the difference between clarity and confusion.
Ashton emphasizes that the convenience of instant messaging often leads to miscommunication. While these tools are great for quick exchanges, they can fall short when conveying complex or emotionally charged information. Written communication requires careful consideration of the medium and the message. Misunderstandings are common when tone and context are lost in text.
We’ve all been there: You send a seemingly innocent message, only to have it completely misinterpreted on the other end. Ashton refers to these instances as “misfired messages.” They are common in both personal and professional settings. The root of the problem lies in the differences between spoken and written communication.
In conversation, we rely on vocal tone, body language, and immediate feedback to convey our message accurately. These elements are stripped away in written communication, leaving room for misinterpretation. As Ashton explains, our brains are not naturally wired for reading and writing; these are skills we’ve developed relatively recently in human history. This lack of evolutionary adaptation means that written words can easily be misconstrued, especially when we are already in a heightened emotional state.
A common scenario is receiving a curt reply to a simple question, leading to unnecessary tension. Recognizing the limitations of written communication is the first step toward avoiding these pitfalls.
Effective Communication Strategies
Ashton provides valuable insights on when to switch from text to a verbal conversation. One key indicator is the presence of tension or complexity in the exchange. If a conversation starts to feel strained or if you find yourself needing to add a lot of caveats and explanations, it’s a clear sign that a phone call or face-to-face meeting might be more effective.
It’s wise to be proactive in these situations. Ashton shares an example of a situation where a simple project status request on Slack quickly escalated into a heated exchange. The resolution came only when his colleague suggested discussing the matter in person, which immediately diffused the tension and allowed for a more productive conversation.
Author and speaker Juliet Funt offers an excellent framework describing this switch from text to verbal communication. Juliet describes the 2D vs. 3D communication approach in this video at about the 3-minute mark.
Effective communication also involves strategic thinking about the recipient of your message. For project managers, this means always considering the reader’s perspective. Ashton advises focusing on what the reader cares about and tailoring your message accordingly. Providing the reader with too much information can lead to cognitive overload, making it harder for them to make decisions.
The easier a message is to read and understand, the more likely it is to be accepted and believed. By simplifying your writing and presenting information clearly and concisely, you can communicate more effectively. Ashton recommends you avoid the use of bullet points and instead develop a coherent narrative to maintain control over the message and keep the reader engaged. (Again, that is Ashton’s advice… some of us love using bullet points — but in moderation!)
Practical Writing Advice
In addition to outlining core principles, Ashton also provides practical writing advice that project managers can use. Here are a few great things to keep in mind:
Crafting an effective introduction is key to capturing your reader’s attention. Ashton recommends starting with a statement that resonates with the reader — something they can agree with or find relatable. This approach creates a sense of alignment and prepares the reader for the information that follows.
The SCRAP acronym is a useful tool for structuring your writing:
- Situation: Describe the current situation or context.
- Complication: Explain why the current situation is problematic or why change is necessary.
- Resolution: Outline your proposed solution or the desired outcome.
- Action: Specify the actions required to achieve the resolution.
- Politeness: Maintain a polite and respectful tone throughout your communication.
Using SCRAP ensures that your writing is structured, compelling, and easy to follow. It helps you present your ideas logically and persuasively, making it easier for the reader to understand and engage with your message.
Balancing formality and informality in email greetings is another area where many project managers struggle. Ashton advises mirroring the tone of previous correspondence. If the recipient has been formal, start with “Dear”; if they have been informal, “Hi” or even omitting the greeting might be appropriate. This flexible approach shows respect and helps build rapport.
Subject lines play a crucial role in helping recipients notice and read your email. They should be clear, concise, and relevant to the reader’s interests or concerns. Avoid gimmicky or overly sensational subject lines, as these can undermine your credibility. Instead, focus on providing a clear indication of the email’s content and its relevance to the reader. If the email thread took a turn from one topic to another, consider changing the subject line to align with the new topic of discussion. That change makes it easier for everyone to track and keeps the topics distinct.
Try out these writing strategies in your own projects. They will help to make your messages more clear, engaging, and impactful!
Mastering the Written Word: Your Key to Effective Project Management
As Rob Ashton shares on the Manage This podcast, by focusing on the reader, recognizing the limitations of the written word, and strategically choosing the right medium for your message, you can significantly improve your communication. Clear, concise, and reader-focused communication not only improves comprehension but also fosters better decision-making and collaboration.
To continue to develop professionally and add to your project management skills, we highly recommend exploring Velociteach’s relevant courses. If you found Ashton’s discussion on written communication interesting, consider our Effective Project and Program Status Reporting course along with our Communications Excellence: Driving Project Success course. These courses provide practical tools and techniques to help you navigate project communication with confidence and clarity.
For project management resources, insights, and professional development opportunities, Velociteach is your one-stop shop. Stay engaged, keep learning, and continue to excel in your project management journey!