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35 Cards in this Set

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How to maintain credibility when delivering bad news?

Honesty and openness, while showing respect and mindfulness to the other person's feelings. (Shows competence, caring, and character)

How do you apply the AIM planning process when delivering bad news?


What is a buffer and how/when do you use it?

A statement to establish common ground, sow appreciate, state your sympathy, or otherwise express goodwill. ("we're sorry to hear about, thank you for submitting). USED to draw connections between the message sender and message recipient and reduce the sudden emotional impact for the receipt.

How to use tone, style, and design when delivering bad news?

Tone - genuine concern with positive direction. Style - simple, accurate, and jargon-free language. Design- simple.

When to deliver bad news in person or in writing?

Person -

What is the Mum Effect?

A chain of messages within an organization is filtered at each level to leave out or inaccurately state the bad news.

How/when to deliver bad news in writing to external business partners?

When - making a formal notice (rejecting a bid/proposal), bad-news is not severe, or when your audience prefers corresponding written form.

How - provide feedback, incidate interest in future work together, keep it short and express goodwill and follow up with a phone call or visit.

How/when to deliver bad news in writing to customers?

How - emphasize the options available, avoid you-voice and passive verbs.

When - complaint from customer

How to deliver and receive negative performance reviews?

Deliver - clear about the need for improvement. (timely manner, right mix of channels, sympathize, simple and clear rationale, explain impacts, focus on solutions/longterm benefits, show goodwill)

Receive - Recognize and name emotions, develop a reframing statement to respond more effectively.

Apply the Fair test to bad news messages


How to apply the AIM planning process when planning presentations?


What is a compelling preview?

Create interest, show benefits, demonstrate value, and encourage action.

How to justify your views in a presentation?

Strong support material, specific cases or examples, stories and illustrations, analogies, statistics and facts, quotations or your own professional experiences.

How to design appealing slides for presentations?

1. You are the focus of your presentation 2. Create a storyboard with your powerpoint slide titles 3. Design your slides for ease of processing

How to apply a story line approach to your presentation?

1. Plot 2. Setting 3. Resolution 4. Moral or lesson. Helps bond with the speaker.

Apply Fair Test to presentations

When to focus on people?

Make people the subject of your sentences, introduce colleagues and refer to them by name, and use names of audience members.

How to maintain flexibility when presenting?

Arrive early, focus on the needs of your audience, don't panic when you lose your place, never tell audience things have not gone as expected, always have a plan B, and when your key messages.

How to take advantage of the room layout?

Position yourself where people can see you easily, move around but avoid distracting the audience, use podiums and tables strategically.

What is SOFTEN model of nonverbal communication?

Smile, open stance, forward lean, tone, eye contact, and nod.

How and when to use visuals?

Avoid turning out the lights, don't start your slides right away, speak to your audience not the screen, interpret don't read your slides, preview the slides before showing them, use a remote control to advance slides, avoid standing in front of slide projection, and use blank slides strategically.

How to interact with your audience?

Field questions (pause before answering, be honest, show appreciation, be concise, and reframe the question to match your agenda) and mingle and follow up.

How to identify your key selling points?

Clarify your professional goals for the short term and longterm, identify the skills you have developed, and sort out the attributes that define who you are as a professional.

Difference between abilities and attributes?

Abilities - skills and knowledge that can be applied to accomplishing work tasks. Attributes - personal traits or characteristics.

How to identify the needs of potential employers?

Completing a thorough job search process and analyze the needs of potential employers (read job position announcement, consider strategies to gain insight about what the company is seeking)

How to compose a message structure for employment communications?

Name block, summary of objective (optional), education, work experience, and additional information.

How to use tone, style, and design in creating your resume and cover letters?

Emphasize accomplishments with actin verbs, quantify accomplishments where possible, position your most important contributions first, remove irrelevant details, avoid cliches buzzwords and jargon, be exact and avoid errors, group and label information to improve ease of reading, format to distinguish pieces of information, and select a simple yet visually appealing layout.

What is the difference between a chronological and functional resume?

Chronological - Name block, qualifications, education, work experience, and additional info.

Functional - name block, qualifications, skills, and additional information.

How to create a solicited and unsolicited cover letter?

Solicited - when the company has an open position that it advertises.

Unsolicited - company has not requested job applications.

How to respond to interview questions?

Strategically confidently and concisely, be perceptive about what hiring managers are evaluating, and tell success stories.


Yas, queen.

What is the STAR Approach?

Situation where you created a positive outcome, Tasks you were assigned as a part of a process, actions you took that led to outcome, and results that occurred.

How to succeed in web conference interviews?

Do several trial runs, make sure your profile has the right impression, look professional, tidy your room, look directly at camera, smile and express yourself nonverbally, use notes strategically, avoid distractions, and send a thank-you note.

How to follow up after a job interview?

Send a note.

How to leave an organization?

Inform your supervisor you are leaving immediately, show graciousness and appreciation, write a formal resignation.