your reputation for being trustworthy
the degree to which others believe or trust in you
post tust era
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
the role of trust in the post trust era
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
your knowledge and skills needed to accomplish business task, approach business problems, and get a job done your track record.
understanding the interests of others, cultivating a sense of community, and demonstrating accountability.
your reputation for saying true to commitments made to stakeholders and adhering to high moral and ethical values
the commonly accepted beliefs and principles in the business community for acceptable behavior.
involves sharing all relevant information with stakeholders
trust-building behaviors include:
telling it straight
setting a good example by following rules
the stated and lived values of a company
those values that individuals prioritize and adhere to
the fair test helps you examine:
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
why establish credibility
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
understanding the interpersonal communications process
task 1 overcome barriers to communications
task 2 manage emotions to be constructive
task 3 select appropriate communications channels
external noise that makes a message difficult to hear or otherwise receive
disruption due to physiological factors
illness, hearing problems,
occurs when communicators apply different meanings to the same words or phrases
refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.
filter of lifetime experiences
an accumulation of knowledge, values, expectations and attitude based on prior personal experiences
involves understanding emotions managing emotions to serve goals, empathizing with others, and effectively handling relationships with others
a situation in which emotions control our behavior causing us to react without thinking
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
domains of emotional intelligence
common types of incivility in the work place
treating others without courtesy
disrespecting the efforts of others
disrespecting the privacy of others
disrespecting the dignity and worth of others
a personals willingness and ability to hear and understand
six skills in active listening
recognizing barriers to effective listening
lack of time
“me too” statements
lack of patience and attention span
fear of bad news
image of leadership
stages of development in high- performance teams
principles of difficult conversations
embrace difficult conversations
assume the best in others
adopt a learning stance
stay calm/overcome noise
find common ground
avoid exaggeration and either/or approaches
components of difficult conversations
start well/declare your intent
listen to their story
tell your story
create a shared story
the process for creating business messages
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
the process for creating business messages
the aim planning process for business messages
-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
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
-identify reader benefits and constraints
-consider reader values and priorities
-estimate your credibility
-keep secondary audiences in mind
clarifying objectives: message structuring
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?
clarifying objectives: message structuring
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?
setting up the messages framework
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
the overall evaluation the reader perceives the writer to have toward the reader and the message content.
setting the right meta message
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.
achieving clarity in writing
improving ease of reading with completeness
1. providing all relevant information
2. being accurate
3. being specific
improving ease of reading with conciseness
control paragraph length
use short sentences
avoid empty phrases
avoid wordy prepositional phrases
improving ease of ready with natural style
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
an era in which people engage in networked communications, collaborate across boundaries, and solve problems communally.
most web pages were read-only and static
read-write web, where users interact extensively with web pages- authoring content, expressing opinions, and customizing and editing web content among other things.
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
a unique set of professional skills and attributes that others associate with you
developing routine messages
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.
composites of routine messages
state the primary message
provide details in short paragraphs
restate the request or key messages in more specific terms
writing process for routine messages
consider exactly why information your audience needs and how they want to receive it
identify and gather relevant, accurate and up to date information
creates a front loaded, direct, complete and detailed-oriented message.
the writing process of routine message
aim for a helpful, professional, reader-centered tone. show respect for your readers time
make your message easy to read. use short sentences and paragraphs and action-oriented language.
use subject lines and formatting to let your readers process and find information immediately
the writing process for routine messages
ensure that the message contains all needed information and that is is entirely correct
check for typos and any signals that you are not attentive to the needs of others
request feedback from trusted colleagues when speaking on behalf of a team or unit
uses of routine messages
How can a business leader create an environment of transparency?
by acknowledging the concerns of employees
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.”
In low-trust relationships, people tend to
regard the actions of other people negatively
Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?
He strives to understand the interests and aspirations of his employees.
Which of the following is true of competence?
A person’s reputation for competence is influenced by his or her communication skills.
A business leader can cultivate a sense of community by
having a communication style that is we-oriented, not me-oriented.
When personal values and corporate values are aligned, employees have more
Which of the following employees is most likely to be an extrovert?
Len meets everyone in the department by his third day on the job.
In tense and emotionally charged situations, it is important to
What is sight-reading?
intelligent observation of nonverbal communication
People who speak out constructively about differences of opinion are most likely to have
high relationship management skills.
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
a filter of lifetime experiences.
Which of the following is a strength of introverts?
asking thoughtful, important questions
_____ involves favorable explanations for why others have behaved in a certain way
Which of the following should be included in an agenda?
_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.
Antonio has been appointed the facilitator of his team. His main job is to
ensure that each agenda item is properly discussed.
Which of the following statements about difficult conversations is true?
Managing difficult conversations with success requires self-awareness.
The primary value of having diversity on teams is that it helps them
welcome new ideas
What is one technique that meeting leaders can use to encourage discussion but avoid arguments during the early part of meetings?
One of the traits associated with competence is “a focus on action.” This specifically implies
seizing business opportunities when they present themselves
_____ refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done.
_____ refers to a reputation for adhering to high moral and ethical values.
In the business world, caring can be demonstrated by
considering the needs of customers and employees.
Which of the following is characteristic of learner mind-sets?
viewing differences of opinion as normal
Which of the following is most likely to be true about the people who exhibit high self-management?
They spend a higher percentage of work conversations on work-related topics.
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?
Which of the following employees is acting with incivility?
Scott usually greets female colleagues by saying, “Hello there, girls.”
Which of the following questions will best help virtual teams profit from diversity by capturing the perspectives of all team members?
“What do you think about this idea?”
What is the storming stage of team development?
Team members discuss competing ideas about how the team should approach work.
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?
She should be flexible because it is a group project.
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?
providing strong leadership in assigning team roles and keeping to the agenda
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?
state the primary message; give the call to action; lay out the supporting reasons
In all business messages, communicators should ideally aim to
project concern for others.
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?
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?
Orientation programs eliminate the likelihood of new employees quitting their jobs.
When writers use long paragraphs in business messages, it
shows disrespect for the reader’s time.
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?
Have you shown that you value others?
The use of uncommon words in a business message is most likely to
make it more difficult for readers to interpret the message.
To ensure the completeness of a business message, one should
Flames are a form of
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?
a conference call
Which statement about texting is correct?
Texting is either synchronous or asynchronous, depending on how is it used.
Which of the following is a synchronous communication channel that is most likely to be high in control?
Which of the following is most likely to damage your credibility with the people who receive your emails?
leaving out some of the necessary information
Which of the following statements about announcements is true?
Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.
Which of the following actions is most likely to be part of the reviewing stage?
proofreading the message
During the drafting stage, the process of designing the message focuses on
making the message easy to read.
Web 2.0 communication tools are often referred to as
Jamal’s company is committed to using its social networking platform. Which of the following is a guideline that Jamal should follow?
Focus on work projects and goals
Which of the following would a company consider an unethical use of social media by its employees?
criticizing a supervisor by name after receiving a poor review
User 1.0 is most likely to
depend on content creator and avoid expressing his or her own opinion
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