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87 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What are the 3 C's of credibility |
Competence Caring Character |
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What is competence? |
The knowledge and skills needed to accomplish business tasks approach problems and get a job done. Based on track record and success and achievement. |
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What is caring? |
Understanding the interest of others, cultivating a sense of community, and demonstrating accountability. |
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What is character? |
The reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values. |
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Why is credibility important in communication? |
We start with deficite of trust in post-trust era. People view businesses as operating against public's best intsrests. |
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What is the interpersonal communication process? |
Sending and receiving verbal and nonverbal messages between two or more people. |
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What is the interpersonal communication process steps? |
Meaning- thoughts and feelings people intend to communicate to one another. Encoding- converting meaning into messages composed of words and nonverbal signals. Deciding- interpreting messages from others into meaning. |
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What is noise for interpersonal communication? |
Distortion to or Interruption of messages. |
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What are the four types of noise that affect the quality of message delivery? |
Physical noise - external noise that makes a message difficult to hear. Physiological noise - disruption due to physical factors like hearing problems, illness, and memory loss. Semantic noise - communicators applied different meaning to the same words or phrases, such as two people having different ideas about what accountable profit margin means. Psychological noise - interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction. Such as pre-existing feelings or stereotypes, or when affected by mood. |
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What is emotional intelligence |
Understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others. |
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Where are the basics behind emotional intelligence? |
Self-awareness - accurately understanding emotions as they occur and how they affect you. Self-management - ability to use awareness of emotions to stay flexible and to direct behaviour positively. Empathy - ability to accurately pick up on emotions and other people and understand what is really going on with them. |
There are three main pillars to emotional intelligence. |
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What is active listening? |
It's more than hearing, it requires one's full attention and all senses, the ability to respond physically to others, and to know how a speaker thinks and feels. |
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What are the six components of active listening? |
Paying attention - nonverbal body language SOFTEN. Devote whole attention. Holding judgement - being able to let people share ideas and feelings and to feel safe. Learner mindset and judger mindset, as well as learner statements and judger statements. Reflecting - paraphrase on what you're hearing and reflect on the ideas and emotions of others. clarifying - making sure you have a clear understanding of what others mean. Summarizing - restate major themes to make sense of big issues from the perspective of others. Sharing - expressing own perspectives and feelings. |
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Learner statements versus judger statements |
Learner statements - commitment to hearing people out and stating the desire to hear different opinions with statements such as, "I have a different perspective so I want to understand how you see this." Judger statements - show they are closed off to hearing people out. "Why aren't you concerned about finding out more about the costs?" |
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Active listening statements (reflecting, classifying, summarizing, sharing) |
Reflecting - "It sounds like you think..." Clarifying - "What are your thoughts on...?" Summarizing - "So, your main concern is..." |
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What are the barriers to active listening? |
Lack of time, lack of patience and attention span, image of leadership, communication technology, fear of bad news or uncomfortable information, defending, "me too" statements. |
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What does civility mean in communication? |
It is a show of respect for the dignity and importance of others. It includes an orientation towards achieving honest, open, and respectful dialogue and validation of the worth of others. |
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What are the four stages of development and high performance teams? What is the fifth stage discussed in class? |
Forming (1-2 months) - team members focus on gaining acceptance and avoiding conflict. Storming (2-3 months) team members open up with competing ideas of how team should approach work. Least productive stage. Norming (4-5 months) team arrives at a work plan including roles, goals, and accountabilities. Performing (6-7) teams operate efficiently, they can transform disagreements and conflict into consensus for future action. Adjourning - project comes to an end in team members move off in different directions, team leader should ensure there is enough time for team to celebrate the success of project in capture best practices for future use team should say goodbye to each other and wish luck as they pursue next endeavor. |
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What is disassociation? |
Professionals accept critique of their ideas without taking it personally and becoming defensive. |
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What is association? |
The psychological bonding that occurs between people and their ideas. |
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What are the three phases of running a successful meeting? |
Planning - four routine messages been 30 to 60 Minutes preparing, four important and non-routine messages spend at least several hours or days planning. Running - provide clear expectation for meeting participants what they should do before the meeting what they can expect in terms of content and length of the meeting. Following up - distribute the minutes of the meeting which serve as a record of what your team accomplished. |
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What belongs in an agenda? |
Agenda items Time frames (optional) Goals and expected outcomes Roles Materials needed |
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What are the 6 tips for virtual teams? |
Build trust at each stage, meet in person if possible, get to know one another, choose a collaborative technology, choose an active leader, and run effective virtual meetings. |
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How do you make group writing successful? |
Start right away, work together at the planning stage (at least 2 hours), make sure roles and contributions are fair, stay flexible and open, meet in real time consistently and ensure writing reflects the views of the group, discuss how you all will edit the document together, consistent voice and editing. |
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What are the principles of difficult conversations? |
Embrace difficult conversations, assume the best in others, adopt a learner stance, stay calm/ overcome noise, find common ground, disagree diplomatically, avoid exaggeration and either/or approaches. |
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What is cultural intelligence? |
The ability to work with and adapt to members of other cultures. |
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What is diversity? |
The presence of many cultural groups in the workplace. |
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When are stereotypes productive? |
When they are a starting point, flexible, and primarily positive. |
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How are stereotypes dysfunctional, counterproductive, and hurtful? What are the two forms of stereotypes? |
Projected cognitive similarity - assume others have the same norms and values as your own cultural group. Outgroup homogeneity effect - think members of other groups are all the same. |
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How can you build and maintain cross cultural work relationships? |
Establish trust and show empathy, adopt a learner mindset, and build a co-culture of cooperation and innovation. |
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What are the three stages for developing business messages? |
Stage 1- Planning Stage 2- Writing Stage 3- Reviewing |
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What is the goal of Stage 1 in developing business messages? |
The goals of planning is to get the content right.
Audience - understand their needs. Ideas - generate best ideas to address business issues. Message - what is the primary message and key points. |
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What is the goal of Stage 2 in developing business messages? |
The goal of Stage 2 (writing) is to get the delivery right. Tone - set a positive and other- oriented tone. Style - make the message easy to read. Design - make message easy to navigate. |
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What is the goal of Stage 3 in developing business messages? |
The goal of Stage 3 (reviewing) is to double check everything. FAIR test - ensure communication is fair. Proofread - consider whether message is effective. Feedback - remove any distractions. |
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What is and how is the FAIR test used? |
The FAIR test is used because customers and clients will gauge your communications based on a judgement of how fair they are. Facts - how well have you provided the facts? Access - how well have yoy granted access to your motives? Impacts - how well have you examined impacts on stakeholders? Respect - how well habe you shown respect? |
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What is the AIM process for effective business writing? |
Audience analysis - analyzing the needs of your audience. Idea development - developing sound ideas that meet those needs. Message structuring - structuring your message. |
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What are the audience analysis components from the AIM process? |
Identify reader benefits and constraints, consider reader values and priorities, estimate your own credibility, anticipate reactions, and consider secondary audiences. |
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What are the idea development components from the AIM process? |
Identify the business problems, analyze the business problems, and clarify objectives. |
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What are the message structuring components from the AIM process? |
To frame the primary message, and set up the structure and logic of the message. |
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What is the direct or deductive approach to message framework? |
Used for business arguments.
Begin by stating the primary message (position recommendation), laying out supporting reasons, and conclude with call to action. |
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What is the indirect or inductive approach to message framework? |
Used in delivery bad news. Provide supporting reasons first, followed by primary reason. |
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What is a meta message? |
They are the overall but underlying messages people take away from a communication. You send meta messages over all communications you give, which people base your credibility: competence, character, and caring. |
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How do you write when using the you-voice and you-view? Why is this important in business writing? |
Used when focusing solely on the reader. Well suited to describe how products and services benefit customers, clients, and colleagues. Avoid when pointing out mistakes in others. |
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How do you achieve completeness with ease of readability in mind? |
1) provide all relevant information, 2) being accurate, and 3) being specific. |
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How do you achieve conciseness with ease of readability in mind? |
1) control paragraph length, 2) use short sentences, 3) avoid redundancy, 4) avoid empty phrases, and 5) avoid wordy propositional phrases |
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How do you achieve natural style with ease of readability in mind? |
1) use action verbs when possible (instead of "have a meeting" it becomes "meet"), 2) use active voice (doer as subject + verb + object), 3) use short and familiar words and phrases, 4) use parallel language, 5) avoid buzzwords and figure of speech, 6) avoid it is/there are (be specific). |
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How do you achieve navigational design with ease of readability in mind? |
1) use headings, 2) highlight key words and phrases, 3) usr bullets and numbered lists, 4) use white space generously, 5) keep it simple. |
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What is passive and active voice? How do you change passive to active in a sentence? |
Active voice: doer as subject + verb + object. Sunrise provides free training for up to three people for each new store. Passive voice: object as subject + Be verb + verb + doer (optional) |
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What is parallelism? How do you write using parallelism? Will be on exam |
Parallelism means to apply a consistent grammical pattern to sentence or paragraph. Instead of: "Our customers are refined and purchase high end products. " use "Our customers are refined and upscale." |
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How do you create effective emails? |
Use email for the right purposes - best suited for future, task oriented, fact base, and nonsensitive messages. Ensure ease of reading - provide a short and descriptive subject line, keep message brief and complete (30-50 words), clearly identify expected actions, provide a descriptive signature block, use attachments wisely. Show respect for time - select message recipients carefully, provide timelines and options, careful with using priority flag, avoid email chains. Protect privacy and confidentiality Respond promptly Maintain professionalism and appropriate formality - avoid viewing email as casual communications, apply standards of spelling, use greetings and names. Manage emotions effectively Avoid distractions |
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What does EOM mean in the subject line of an email? |
Means End of Message. 1) It saves your recipient time, shows that you respect their time. 2) saves you time from having to reply to messages. |
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What is a signature block and why should it be used? |
They provide clear contact information in email. It allows people to contact you through richer communication channels if needed. |
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Is email a binding contract? |
Yes! You have to clearly state that email communication is not a binding contact. |
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What are the common terms used in managing and maintaining civility? |
Neutrality effect - recipients are more likely to perceive messages with intended positive emotion as neutral. Negativity effect - perceive messages with neutral emotion as negative. Flames - emails with hostile intentions that inflict harm to a person. Cyber silence - is frustration or anger from a nonresponse to emails and other communications. Cyber incivility - violation of respect and consideration in an online environment based on workplace norms. Active incivility - direct forms of disrespect. Passive incivility - indirect forms of disrespect. |
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What if you're a target of uncivil electronic communications? What are the common terms? |
The goal is to avoid escalation. You can do this through: Reinterpretation - adjusting initial perceptions by making more objective, more fact-base, and less personal judgments and evaluations. Relaxation - releasing and overcoming anger and frustration so you can make a more rational sand less emotional response. Defusing - avoiding escalation and removing tension to focus on work objectives. |
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What are communication channels? |
They are the medium through which a message is transmitted. They include email, phone conversation, and face to face dialogue. Strategically choose communication channel based on: richness, control, and constraints. Spoken messages are high in richness but low in control. Written messages are low in richness, high in planning, low in coordination. |
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What is the difference between Web 1.0 and Web 2.0? |
Web 1.0 refers to the original Internet where most web pages were read only and static. Web 2.0 refers to read - write web where users interact extensively with web pages. |
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What is a dashboard? |
The front page when you log into the system. You can customize it how you like. |
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What are various social media tools? |
Blogs - posts that are arranged chronologically, similar to a journal format. Wikis - collection of pages that anyone approved can access to edit (collaborative writing). Forums - used to discuss ideas |
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What should you do to control and maintain your online presence and reputation? |
Be an active contributor Listen and learn Focus on content Make content accessible Make your message authentic and friendly Be responsive and help others Respect boundaries |
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Do ethics have a major part in social media? |
Yes. Your online reputation is at stake with social media use, as well as the reputation and performance of your company as well. Private actions can damage your employer and hurt your career. |
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What message framework is for routine messages? |
Direct or deductive style: Primary message (10 words are fewer), details (paragraph of 20 to 80 words), specifics for message (restate request), goodwill/ close. |
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What do you need to do to make the message work for the reader I routine messages? |
Should be diet and front loaded. Primary message should be 10 words or fewer amd placed in subject line. Provide short paragraphs with related detail. Message should be helpful, professional, and reader centered. |
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What are the components of request messages? |
1) make request 2) provide rationale 3) call to action 4) state goodwill |
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What are components of expectation messages? |
1) explain overall expectation 2) describe responsibilities 3) provide deadline 4) discuss coordination 5) State goodwill |
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What are the components of directions for messages? |
1) state goal 2) step by step directions 3) goodwill |
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What are the components of inquiry responses in messages? |
1) provide responses 2) state goodwill |
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What are the components of announcements in message writing? |
1) gain attention 2) give announcement 3) provide details 4) call to action 5) state goodwill |
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What are the components of claims for message writing? |
1) make claim 2) provide rationale 3) call to action 4) State goodwill |
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What are the components of appreciation messages for writing? |
1) give thanks 2) rationale 3) goodwill |
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Wgat are the components of apologies in writing? |
1) make acknowledgement 2) express regret 3) take responsibility 4) offer commitment 5) goodwill |
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What are the components of sympathy message in writing? |
1) express sympathy 2) offer support 3) goodwill |
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What are components of effective email? |
1) subject line 2) greeting 3) message 4) closing 5) signature block 6) attachments |
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Components of a memo |
To From Date Subject Body Notations (optional) |
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Components of letter |
Letterhead Date Inside letter (person, address) Salutation Body Closing/signature Notations (optional) |
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What is persuasion? |
steal and pass off (the ideas of another) as one’s own” “commit literary theft” avoid by documenting all references to the ideas of others including (1) direct quotations (2) paraphrases (3) other instances in which u borrow or reference the ideas of others. |
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What are the methods of influence used to help persuade? |
Reciprocation - principle on influence on returning favors Consistency - peolle follow through on promises Social proof - people determine what's right, correct, or desirable by seeing what others do Liking - people are persuaded by people they like Authority - authority figure (celebrity) Scarcity - limited availability |
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What is the AIDA structure for mass sales messages? |
Attention - gain attention Interest - build interest and curiosity Desire - sales message should build desire Action - call to action |
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Persuasive message components |
1) gain attention 2) raise a need 3) deliver a solution 4) provide a rationale 5) validate the views, preferences, and concern of others 6) give counterpoints (optional) Call to action |
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Indirect (people don't know well) bad news message components vs direct bad news message components |
1) ease with a buffer 2) provide rationale 3) deliver bad news 4) explain impacts 5) focus on the future 6) show goodwill The direct bad news message switches 2 and 3. |
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What is a buffer? |
A statement to establish common ground, show appreciation, state your sympathy, express goodwill |
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Why do you use a buffer? |
Soften the blow for bad news message. |
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What are the different types of buffers? |
1) neutral statement 2) appreciation 3) sympathy 4) common ground 5) compliment |
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What is primary research? What is secondary research? |
Analysis of data that you, people from your organization, or others under your direction have collected. Data collected by others with no direction from you or members ou'd your organization. |
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Terms on data quality |
reliability - how dependable the data is and how current & representativerelevance - how well it applies to yr specific business problemadaptability - how well the research can be altered/revised to meet yr specific business problemexpertise - skill & background of researchers to address yr business problembiases - tendencies to see issues from particular perspectives. view data cautiously & keep in mind the ultimate objectives of the researchers |
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What are the principles of SOFTEN? |
Smile, open stance, forward lean, tone, eye contact, nod |
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How can you overcome fear and nerves when presenting? |
Relaxation techniques, aware of breathing, visualization, focus on friendly faces, watch food and beverage intake, get comfortable with audience members |
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