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Credibility

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your reputation for being trustworthy the degree to which others believe or trust in you

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post tust era

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the public increasingly views companies with less trust surveys show that employees often do not trust their own business leaders business leaders do not always trust their employees

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the role of trust in the post trust era

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operating from a position of trust of credibility is one of the first things you should consider as you communicate. your goal should be to gain trust or credibility form colleague, clients, customers, and other contacts

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competence

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your knowledge and skills needed to accomplish business task, approach business problems, and get a job done your track record.

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caring

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understanding the interests of others, cultivating a sense of community, and demonstrating accountability.

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character

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your reputation for saying true to commitments made to stakeholders and adhering to high moral and ethical values

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business ethics

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the commonly accepted beliefs and principles in the business community for acceptable behavior.

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transparency

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involves sharing all relevant information with stakeholders

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trust-building behaviors include:

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extending trust sharing information telling it straight providing opportunities admitting mistakes setting a good example by following rules

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corporate values

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the stated and lived values of a company

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personal values

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those values that individuals prioritize and adhere to

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the fair test helps you examine:

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how well you provide the facts how well yo have granted access to your motive how well you gave examined impacts how well you have shown resprect

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why establish credibility

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establishing credibility allows you to communicate more easily and more influentially. credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication

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understanding the interpersonal communications process

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task 1 overcome barriers to communications task 2 manage emotions to be constructive task 3 select appropriate communications channels

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physical noise

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external noise that makes a message difficult to hear or otherwise receive

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physiological noise

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disruption due to physiological factors illness, hearing problems,

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semantic noise

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occurs when communicators apply different meanings to the same words or phrases

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psychological noise

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refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.

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filter of lifetime experiences

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an accumulation of knowledge, values, expectations and attitude based on prior personal experiences

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emotional intelligence

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involves understanding emotions managing emotions to serve goals, empathizing with others, and effectively handling relationships with others

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emotional hijacking

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a situation in which emotions control our behavior causing us to react without thinking

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communications channel

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the medium through which a message is transmitted emails, phone conversations and face-to-face dialogue select a communications channel that is best able to meet your work objectives

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domains of emotional intelligence

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self-awareness self-management empathy relationship management

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common types of incivility in the work place

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ignoring others treating others without courtesy disrespecting the efforts of others disrespecting the privacy of others disrespecting the dignity and worth of others

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active listening

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a personals willingness and ability to hear and understand

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six skills in active listening

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paying attention clarifying holding judgment summarizing reflecting sharing

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recognizing barriers to effective listening

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lack of time communication technology "me too" statements lack of patience and attention span fear of bad news advice-giving image of leadership defending judging

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stages of development in high- performance teams

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forming storming norming performing

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principles of difficult conversations

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embrace difficult conversations assume the best in others adopt a learning stance stay calm/overcome noise find common ground disagree diplomatically avoid exaggeration and either/or approaches

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components of difficult conversations

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start well/declare your intent listen to their story tell your story create a shared story

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the process for creating business messages

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writing effective business messages involves a process - one that involves examining, developing, and fining business ideas in a way that provides to your audience. it drives collaboration and productivity in your work relationships

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the process for creating business messages

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plan draft review

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the aim planning process for business messages

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-audience= identify benefits to others recognize their values and priorities, and anticipate their reactions -ideas= identify and analyze the business problems at hand; display excellence in business thinking. -message= identify and frame your primary message, choose your key points, and select your call to action

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audience analysis

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effective business communications think about the needs, priorities and values of their audience members they envision how their readers will respond when getting the message- in thought, feeling, and action

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audience analysis

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-identify reader benefits and constraints -consider reader values and priorities -estimate your credibility -anticipate reactions -keep secondary audiences in mind

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clarifying objectives: message structuring

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1. framing the primary message A) what is the primary message? B) what simple, vivid statement ( 15 words or less) captures the essence of your message?

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clarifying objectives: message structuring

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2. setting up the logic of your message A) what are your supporting points B) what do you want to explicitly ask your readers to do (call of action) C) how will you order the logic of your message?

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setting up the messages framework

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most business arguments employ a direct or deductive approach they begin by stating the primary message then they lay out the supporting reasons and conclude with a call of action

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tone

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the overall evaluation the reader perceives the writer to have toward the reader and the message content.

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setting the right meta message

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mixed signals occur when the content of a message conflicts with the tone, nonverbal communications or other signals sending mixed signals is not only confusing but it also frequently results in negative meta messages.

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achieving clarity in writing

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completeness conciseness natural style

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improving ease of reading with completeness

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1. providing all relevant information 2. being accurate 3. being specific

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improving ease of reading with conciseness

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control paragraph length use short sentences avoid redundancy avoid empty phrases avoid wordy prepositional phrases

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improving ease of ready with natural style

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use action verbs when possible use action voice use short and familiar words and phrases use parallel language avoid buzzwords and figures of speech avoid it is/ there are

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social age

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an era in which people engage in networked communications, collaborate across boundaries, and solve problems communally.

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web 1.0

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most web pages were read-only and static

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web 2.0

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read-write web, where users interact extensively with web pages- authoring content, expressing opinions, and customizing and editing web content among other things.

question

corporate reptation

answer

an intangible asset that allows the company to better manage the expectations and needs of its various stakeholders, creating differentiation and barriers vis-a-vis it competitors the intellectual, emotional and behavioral response as to whether or not the communications and actions of an organization resonate with their needs and interest

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personal brand

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a unique set of professional skills and attributes that others associate with you

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developing routine messages

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in any given business day you need to produce credible messages quickly. excellent business communications can develop routine written messages in a matter of minutes.

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composites of routine messages

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state the primary message provide details in short paragraphs restate the request or key messages in more specific terms engender goodwill

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writing process for routine messages

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audience analysis idea development message structuring

question

audience analysis

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consider exactly why information your audience needs and how they want to receive it

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idea development

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identify and gather relevant, accurate and up to date information

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message framework

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creates a front loaded, direct, complete and detailed-oriented message.

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the writing process of routine message

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tone style design

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tone

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aim for a helpful, professional, reader-centered tone. show respect for your readers time

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style

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make your message easy to read. use short sentences and paragraphs and action-oriented language.

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design

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use subject lines and formatting to let your readers process and find information immediately

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the writing process for routine messages

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FAIR test proofreading feedback

question

FAIR test

answer

ensure that the message contains all needed information and that is is entirely correct

question

proofreading

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check for typos and any signals that you are not attentive to the needs of others

question

feedback

answer

request feedback from trusted colleagues when speaking on behalf of a team or unit

question

uses of routine messages

answer

-making requests -setting expectations -providing directions

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How can a business leader create an environment of transparency?

answer

by acknowledging the concerns of employees

question

The dominant business ethic in corporate communications is _____, which is "a principle that allows those affected by administrative decisions, business transactions, or charitable work to know not only the basic facts and figures but also the mechanisms and processes. It is the duty of civil servants, managers, and trustees to act visibly, predictably and understandably."

answer

transparency

question

In low-trust relationships, people tend to

answer

regard the actions of other people negatively

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Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?

answer

He strives to understand the interests and aspirations of his employees.

question

Which of the following is true of competence?

answer

A person's reputation for competence is influenced by his or her communication skills.

question

A business leader can cultivate a sense of community by

answer

having a communication style that is we-oriented, not me-oriented.

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When personal values and corporate values are aligned, employees have more

answer

integrity.

question

Which of the following employees is most likely to be an extrovert?

answer

Len meets everyone in the department by his third day on the job.

question

In tense and emotionally charged situations, it is important to

answer

hold judgment.

question

What is sight-reading?

answer

intelligent observation of nonverbal communication

question

People who speak out constructively about differences of opinion are most likely to have

answer

high relationship management skills.

question

Matt and LaRita grew up in communities that view authority in very different ways, so they have difficulty understanding each other at times. The problem is being caused primarily because of

answer

a filter of lifetime experiences.

question

Which of the following is a strength of introverts?

answer

asking thoughtful, important questions

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_____ involves favorable explanations for why others have behaved in a certain way

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Mitigating information

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Which of the following should be included in an agenda?

answer

expected outcomes

question

_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.

answer

Disassociation

question

Antonio has been appointed the facilitator of his team. His main job is to

answer

ensure that each agenda item is properly discussed.

question

Which of the following statements about difficult conversations is true?

answer

Managing difficult conversations with success requires self-awareness.

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The primary value of having diversity on teams is that it helps them

answer

welcome new ideas

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What is one technique that meeting leaders can use to encourage discussion but avoid arguments during the early part of meetings?

answer

foster disassociation

question

One of the traits associated with competence is "a focus on action." This specifically implies

answer

seizing business opportunities when they present themselves

question

_____ refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done.

answer

competence

question

_____ refers to a reputation for adhering to high moral and ethical values.

answer

character

question

In the business world, caring can be demonstrated by

answer

considering the needs of customers and employees.

question

Which of the following is characteristic of learner mind-sets?

answer

viewing differences of opinion as normal

question

Which of the following is most likely to be true about the people who exhibit high self-management?

answer

They spend a higher percentage of work conversations on work-related topics.

question

Frank is having difficulty hearing the point his coworker is making because of loud hammering outside the window. What type of noise is Frank experiencing?

answer

physical

question

Which of the following employees is acting with incivility?

answer

Scott usually greets female colleagues by saying, "Hello there, girls."

question

Which of the following questions will best help virtual teams profit from diversity by capturing the perspectives of all team members?

answer

"What do you think about this idea?"

question

What is the storming stage of team development?

answer

Team members discuss competing ideas about how the team should approach work.

question

During a meeting, Stacy's team decides that because of their research findings, they should change the focus of their group paper. This means that Stacy's original suggestions about the paper will be discarded. How should Stacy respond?

answer

She should be flexible because it is a group project.

question

Kwan is the leader of a team whose meetings are being disrupted by Liz, who dominates the discussions with long, irrelevant comments. What is the best way for Kwan to address the situation?

answer

providing strong leadership in assigning team roles and keeping to the agenda

question

At the U.S. division of Bluebell Inc. the productivity of the employees is going down. Kinsey, the branch manager conducts thorough research and learns that most of the employees were involved in social loafing. If he wants to use the deductive approach, how should Kinsey structure his report to senior management?

answer

state the primary message; give the call to action; lay out the supporting reasons

question

In all business messages, communicators should ideally aim to

answer

project concern for others.

question

Tulip has been asked to create an effective business message aimed at making the employees understand the benefits of working in a group. In the process of creating the business message, she studies the background of the employees and their needs and priorities. This action belongs to which step of the AIM planning process used for developing influential messages?

answer

audience analysis

question

While analyzing the advantages of orientation programs for new employees, Carter learns that these programs can make new employees more comfortable in their jobs and thus help them focus on their work. This in turn increases employee efficiency and reduces the likelihood that they will quit their jobs. Which of the following statements should Carter avoid making because it exaggerates the facts?

answer

Orientation programs eliminate the likelihood of new employees quitting their jobs.

question

When writers use long paragraphs in business messages, it

answer

shows disrespect for the reader's time.

question

While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?

answer

Have you shown that you value others?

question

The use of uncommon words in a business message is most likely to

answer

make it more difficult for readers to interpret the message.

question

To ensure the completeness of a business message, one should

answer

be specific.

question

Flames are a form of

answer

active incivility.

question

The team that is planning the annual company sales meeting has members in several offices. They need to have a conversation about the agenda for the sales meeting. Which of the following will they most likely use?

answer

a conference call

question

Which statement about texting is correct?

answer

Texting is either synchronous or asynchronous, depending on how is it used.

question

Which of the following is a synchronous communication channel that is most likely to be high in control?

answer

a webinar

question

Which of the following is most likely to damage your credibility with the people who receive your emails?

answer

leaving out some of the necessary information

question

Which of the following statements about announcements is true?

answer

Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.

question

Which of the following actions is most likely to be part of the reviewing stage?

answer

proofreading the message

question

During the drafting stage, the process of designing the message focuses on

answer

making the message easy to read.

question

Web 2.0 communication tools are often referred to as

answer

social media.

question

Jamal's company is committed to using its social networking platform. Which of the following is a guideline that Jamal should follow?

answer

Focus on work projects and goals

question

Which of the following would a company consider an unethical use of social media by its employees?

answer

criticizing a supervisor by name after receiving a poor review

question

User 1.0 is most likely to

answer

depend on content creator and avoid expressing his or her own opinion

question

User 1.0 is most likely to

answer

depend on content creator and avoid expressing his or her own opinion

question

User 1.0 is most likely to

answer

depend on content creator and avoid expressing his or her own opinion

business communications 1-3 ; 5-9 – Flashcards

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