biz com final
what should you do if you observe unethical behavior in the workplace
ask questions that challenge the rationalization of the behavior
Team mistakes: Know the common mistakes teams typically make when presenting together
assign information gathering at beginning of the process then work independently until the presentation
Messages: directions and expectations—similarities and differences
both set overall goal and end with good will but directions walks through step by step and expectations lays out responsibilities
Inquiries: Format for responses
bullets, numbered lists, or special formatting
Formal versus casual modes of communication
casual: all lowercase, nonstandard spelling, excessive formatting, all caps, humor, sarcasm, emojis, typos formal: standard spelling, punctuation, and grammar, use greetings and names
Causes of long paragraphs and how to solve the problem of lengthy paragraphs
cause: placing more than one main idea or topic in the paragraph solution: process of unifying
Social responsibility
companies give back, serve, and meet the social interests of their communities
Delivery: Describe how presentation delivery impacts your credibility
competence: know and provide valuable content; caring: responsive to the expectations of the audience; character: display complete openness and honestly
Construct effective and responsible public relations messages
components include a headline, dateline, PR story, boilerplate, contact information, call to action
Directness vs. evasiveness when delivering bad news
direct; bad news first then rationale indirect: vise versa
Effects of providing too much information
distract readers and weigh down your document
Interpreting texts
evaluate the meta message of the text
Audience interests
focus on others to gain one component of credibility (caring)
Explain the principles of team communication in high-performing teams
focus on performance, go through natural stages, build team culture, meet often, focus on psychological safety, avoid groupthink, embrace diversity, go through divergence and convergence, provide feedback, common sense of purpose
Methods to diffuse angry emails
focus on task related facts and issues in your reply, focus on shared objectives and agreements, express interest in arranging a time to meet in person
Action verbs
focuses on the goal of coordinating action ex. have a meeting becomes meet
Work culture surrounding texting
for short, simple business messages; less formal
Dress for success. Know what various types of business attire mean and what to wear when presenting.
formal business attire= authority and competence; high-level business casual= productivity and trustworthiness; low-level business casual= creativity and friendliness; you should generally dress slightly more formal than your audience and decide what to wear based on the message u are trying to send
Sentence length
routine messages: 15 words or fewer; complex ideas and needs: 20 or more words
Language (accusatory, polite, flame, pompous) and routine business messages
straightforward and rarely sensitive
indirect
support first (often for bad news)
inductive
support first (often for bad news)
Relationship between long-term business success, honesty, and delivering bad news
the better you are at appropriately delivery bad news and be honest, the more likely you will be successful in your long term business career
One possible negative effect of texting and other forms of instant messaging is
the brevity of messages can make them sound unfeeling
Control
the degree to which communications can be planned and recorded, thus allowing strategic message development
Controllability
the degree to which the bad-news message receiver can alter the outcome
Priorities
the goals, tasks, values, and activities that you judge to be more important than others
why are companies less able to generate predictable media exposure in the Social Age
the increasingly fragmented media landscape
The primary purpose of crisis communication is
to help victims and other stakeholders
Apply the AIM planning process to public relations messages
trailer your message to the specific stakeholder group, accurate reliable information about your what company has done, have major components of a PR message
Ethics and Ethical Behavior in Business Communication
transparency has become a dominant business ethic recently
Accuracy
true, correct, exact information
Handouts: when and when not to use them or hand them out.
try to give hand outs at the end so they do not distract from presentation
what is the advantage of front loading a routine message
it makes it easier to get the reader's attention
Mum effect
occurs when the chain of messages within an organization is filtered at each level to leave out or inaccurately state the bad news
One-to-one messages versus one-to-many messages
one on one: phone calls both: email, messaging,
Characteristics of excellent business thinking
one that involves examining, developing, and refining business ideas in a way that provides business value to your audience
Amount of detail in routine business messages
provide detail in paragraphs of 20 to 80 words
a business message is complete if it
provides all the information necessary to meet the intended purpose.
three strategies of completeness
providing all the relevant information, being accurate, and being specific
Which aspect of writing business reports relates to the component of credibility known as competence?
providing facts that help decision makers
Synchronous communication
communication that occurs in real time
Active incivility
direct forms of disrespect
Clarity
(n.) clearness, accuracy
The FAIR approach
- Facts: How factual is your communication? - Access: How accessible or transparent are your motives, reasoning, and information? - Impacts: How does your communication impact stakeholders? - Respect: How respectful is your communication?
Teaser message
-Signal to recipients that an upcoming conversation or other communication may involve unpleasant news -Prepares recipients emotionally yet does not reveal specific information
advantages for written delivery
-can craft message more carefully -can document the message more easily -can provide a message that serves as a reference -can deliver message to more people effectively
Advantages of verbal delivery
-can use and observe nonverbal cues -can more easily demonstrate intentions -can more effectively clarify and explain the bad news -can respond to concerns immediately
Nervousness: Know techniques to alleviate nervousness
-engage in relaxation techniques -become aware of your breathing -practice visualization -focus on friendly faces initially -watch your food and beverage intake -get comfortable with audience members before starting your presentation
Construct effective and responsible crisis messages
-express concern -explain corrective actions -provide instructions -give an excuse/justification (for some) -provide compensation/apology (for some)
Maintaining credibility when delivering bad news
-honesty and openness are keys -although people do not like to get bad news, they expect the truth -may assume that communicating bad news to customers shakes relationships and breeds mistrust -delivering bad news the right way actually strengthen customer relationships and increase trust when conditions improve
disadvantage for in person delivery
-may hinder effective delivery, interruptions, and discussion of bad news due to strong emotions -requires more time -less able to document the bad news -less able to provide directions that bad-news recipients can reference later
Key information to include when writing routine business messages
-state primary message (10 or fewer words) -provide details in paragraphs of 20 to 80 words -restate request or key message in more specific terms -state goodwill
Relaxation techniques: Know the techniques outlined in the chapter for relaxing
-stretching -meditating -hiking -listening to music -watching the sunset
disadvantage for written delivery
-unable to demonstrate concern through nonverbal cues - unable to immediately respond to concerns -unable to work out mutual solutions -less able to control long-term impacts on working relationships
Length of primary messages in routine business messages
10 words or fewer
Movement around the room. When to do it. When not to.
5- 10 minutes move around the room, not too much movement, and don't get to close to audience
Analogy
A comparison of two different things that are similar in some way
Cause and effect
A relationship in which change in one variable causes change in another
Flexibility: Know the techniques for maintaining a flexible approach during your presentation.
Arrive early Focus on audience needs Don't panic if you get lost Always have a "Plan B" Know your key messages
AIM process for planning and developing influential messages
Audience analysis, Information gathering, Message development
Slides: Know when to start them and how to use them effectively.
Avoid turning out the lights Talk first, show slides next Speak to the audience, not the screen Interpret slides; don't read Stand to the side of the screen Use blank slides strategically
Spoken versus written messages in business
Written has high control and low richness; spoken has high richness and low control
Explain the principles of effective virtual team communication
Build trust, Meet in person if possible, Get to know one another, Use collaborative technologies, Choose an active team leader, Run effective virtual meetings
Message types used with routine business messages
Coordinate work, Maintain and improve workplace relationships, Apologies, Expressions of sympathy
Team success: Know the techniques that make teams successful when they present together
Determine clear objectives Decide who's doing what Stand together Refer to one another's points Transition effectively
Explain the importance of establishing credibility for business communications
Establishing credibility helps communicate more easily and influentially
Explain the FAIR approach to ethical business communications
FAIR test determines how well you have provided Facts; how well you have granted Access to your motives, reasoning, and information; how well you have examined Impacts on stakeholders; and how well you have shown respect
Explain how to handle external complaints and negative rumors
Gather the facts Avoid heavy-handedness or show of force Respond quickly Use the appropriate channels Rely on external advocates Respond with credentials
Effective framing
It emphasizes the message's premises. It gives focus to an important argument. It highlights support for the message's key ideas.
Focus: Know the techniques Cardon outlines to help you make your presentation about people.
Make your presentation about people to gain their trust Introduce colleagues and refer to them by name during the presentation make people the subjects of your sentences
Describe and demonstrate approaches to planning, running, and following up on meetings
Plan: Determine if a meeting is necessary, Purpose? Attendees? Decide type of meeting, Coordinating meeting? Problem-solving meeting? Create and distribute an agenda. Run: Start with a story, Set expectations; follow the agenda, Encourage participation, Build consensus and an action plan, End on time with a summary, Know how to handle difficult or disruptive participants. Follow up: Distribute minutes, Ensure everyone follows through on all assignments
Typical lengths of paragraphs in business messages
Routine messages without much analysis: 20-30 words, Other paragraphs with more analysis: 40-150 words
Describe strategies for effective group writing
Start right away, Plan together, Distribute work fairly, Remain flexible and open, Meet in real time consistently, Ensure the writing reflects group views, Discuss group editing, Identify individual to do final polishing
Synchronous versus asynchronous communication
Synchronous communication- require user and sender are active at the same time (telephone conversation) Asynchronous communication- sending and receiving occur at different times (postcards, letters)
Trends in Business Communication
The public increasingly views companies with less trust and Surveys show that employees often do not trust their own business leaders
Using the You-Attitude or Viewpoint
To engender trust and beneficial solutions, speak about "our needs" or "your needs" rather than "my" needs
Exaggeration
To make an overstatement or to stretch the truth.
Natural style
Use action verbs when possible. Use active voice. Use short and familiar words and phrases. Use parallel language. Avoid buzz words and figures of speech. Avoid it is/there are.
Buzzwords
Workplace terms that become trite because of overuse Can stir negative feelings among some readers
Describe the nature of crisis management in today's organizations
Your company will face a crisis An unforeseen disruption to business operations that involve threats to public safety, major financial loss, and reputation loss.
Credibility in Business Communication
Your reputation for being trustworthy and the degree to which others believe or trust in you
Primary messages
a position or reccomendation
Making business messages more positive
a positive attitude in the workplace improves work performances, allows more creativity, provides more motivation to excel, facilitates more helpfulness between co-workers, and gains more influence on clients and customers
Buffer
a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill
Corporate reputation
a widely held perception of a company by the general public
Importance of accuracy and causes of inaccuracy
accuracy is a basic objective of all business communication because your readers base important decisions on your communications. Just one inaccuracies can lead readers to dismiss your entire message and lower your credibility.
Active voice vs. passive voice
active voice: identifies doer followed by the action then the object; passive voice: begins with the object proceeded by a weak verb, then a strong verb and leaves out the doer
Impacts of bad news: when and how to state them
after rational and bad news is delivered; honestly describe negative impacts
Delivering bad news and the impact on writer credibility
any perceived dishonesty or deception can damage your credibility
Bad news messages: reviewing before sending for effectiveness and fairness
apply FAIR test, get feedback, and reread
Poor, average, and excellent writers: similarities and differences on planning, drafting, and reviewing
average writers spend the most time writing overall and poor spend the least amount of time. Excellent writers spend the most time planning what they will write.
Defusing
avoiding escalation and removing tension to focus on work objectives
How readers form impressions before beginning to read
based on the amount of white space and words on your document
elon is a manager who organizes his department into teams at the beginning of September. By November, he worries because the teams are still having conflict and do not seem very productive. What would be the best advice to give elon?
be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages
What is appropriate to show on the screen if you need to talk for a while without referencing your slides?
blank slides
Unsupported generalizations
blanket claim without any support or evidence to back it up
When dealing with email, many business professionals consider the use of ________ a breach of privacy.
blind carbon copies
Effects of accuracy and specificity on credibility and response
boost in credibility and response if you are more accurate and specific
FAIR test and routine business messages
checks that your information in accurate and reliable
Signature blocks and what to include in signature blocks
clear contact information
Storage methods for messages: cloud versus paper
cloud: can be edited in real time by all members
"Having presence." Know what it means.
commanding attention, garnering respect for your ideas, engaging your listeners, and inspiring your audience to action
Business Ethics
commonly accepted beliefs and principles in a business community for acceptable behavior
Planning
communication can be tightly drafted, edited and revised, rehearsed, and otherwise strategically develop before delivery
Asynchronous communication
communication such as email in which the message and the response do not occur at the same time
Reviewing business messages
conducting FAIR test, proofreading, and getting feedback
Ways to divide material for team presentations
consider who is best suited to explain certain types of information and who should open and close the presentation
Parallelism
consistent grammatical pattern across a sentence or paragraph
Mixed signals
content of the message conflicts with the tone, nonverbal communication, or other signals
strategies of concision
control paragraph length, use short sentences, avoid redundancy, avoid empty phrases, and avoid wordy prepositional phrases
Ethical responsibility
corporate activities comply with high ethical and legal standards
Situations in which to use relationship-oriented routine messages
coworkers personal loss, let coworker down, major professional milestones, appreciation
Describe how competence, caring, and character affect your credibility as a communicator
credibility is like a three legged stool. Without one of the three, you can not have a stable sense of credibility.
Aria, an executives at American Hustle Inc., wants to introduce a profit-sharing program. She needs to convince the other executives that is good idea for their company. She has considered her audience and gathered information. Next, she should
decide how to frame her primary message
Korrine manages a team of graphic designers. She distributes a document with details on each of the tasks for an upcoming project, which are then assigned to a specific member of her team. Which of the three components of setting expectations does this accomplish?
describing responsibilities
Describing responsibilities
designating tasks and work outcomes to certain employees
Handouts: Know what information is best-suited for a handout.
detailed, numerical, and other information hard to see on a screen
Describe the role of public relations messages in today's organizations
developing relationships with employees, customers, communities, the media, and other stakeholders
Steps to message development
direct and front loaded, primary message of ten or fewer words, primary message on subject line, short paragraphs with detailed info
Relationship between written communication, ease of reading, and communication type
ease of reading is more critical in emails and other digital messages
Coordination
effort and timing needed to allow all relevant people to participate in the communication
Various forms of business communication and when to use each
email: used for most written business messages; messaging: quick announcements and scheduling; social media: team and networked communication; phone calls: one on one to discuss workplace issues if in different locations; conference calls: team conversations; webinars: team meetings or sales presentations; video conference: team meetings
Primary forms of private, written business communication
emails, phone calls, face to face
Explain basic principles for handling difficult conversations
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
Emphasis on negative vs. positive traits
emphasize what products and services are rather than what are not
Values
enduring beliefs and ideals that an individual holds
Strategies for effective texting
evaluate the meta message, use for only simple, brief convos not important decisions, don't ask questions you can get the answers to yourself, be careful about abbreviated language, emoticons, acronyms, and emojis, avoid sarcasm and jokes in most cases, avoid rescheduling meeting times or places, turn off alerts for incoming messages, identify yourself, clearly end the exchange, avoid personal texting during work hours, avoid sending messages after work hours, establish rules for texting in meetings
Goals or aims of business communicators
express your message in ways that respect and inspire others
Permanence
extent to which the message can be stored, retrieved, and distributed to others
Nonverbal communication: Know what it is and what it means for the audience
eye contact, sit straight,
Effective interaction with the audience
fielding questions during the presentation and mingling and following up with the audience members after
Resources
financial, space, time, and other investments necessary to employ particular channels of communication
Balancing white space and text
first impression of the document; not enough white space looks daunting or clustered and too much white space may look insufficient
Improving document navigation
headings, highlighting, lists, white space, simplicity
Using headings in business documents
help readers identify key ideas and navigate the document to areas of interest
Tone for routines business messages
helpful, professional, and reader-center tone
Immediacy
how quickly someone is able to respond and give feedback
Severity
how serious or detrimental the bad news is
Steps in business problem solving
identifying the business problem, analyzing the business problem, and clarifying objectives
Explain how crisis communications and public relations messages impact organizational reputation
if the crisis response is not made in a timely matter and is appropriate it will lessen the company's reputation
Either/or logic
implies that there are only two possible outcomes or viewpoints, when in fact, there are many options between the two poles on the continuum of possibilities
Reinterpretation
involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations
Discussing coordination
involves providing guidelines for how employees should communicate and cooperate with one another
Effects of bad news in high-performing organizations
in high performing organizations employees often share information with one another even if its bad news; this leads to an open, honest, caring, and rich environment with higher morale
The Role of Technology in Team Communication
in past relied on, phone calls, teleconferences, and email to communicate now using video conference more. There are more collaborative technologies now and the amount of options overwhelm some employees
When to deliver bad news in person vs. when to deliver it in writing
in person: medium severity w high controllability, medium severity w low controllability, high severity w high controllability written: low severity w high controllability, low severity w low controllability both: high severity w low controllability
Delivering bad news to various audiences- Customers
indirect bad news delivery
Delivering bad news to various audiences- External partners
indirect bad news delivery
Passive incivility
indirect forms of disrespect
Richness
level of immediacy and number of cues available
email communication is characterized by
little coordination
Eyes, hands, voice, and stance. Know what to do with each.
make eye contact with your audience, hands at your side or palms up, enthusiastic and confident tone, open stance, lean forward
Challenges with writing routine business messages
make sure your reader pays attention
Building connections with phone conversations
makes personal connections, resolves problems more quickly, makes better decisions, manages conflict more effectively
Terms that focus on differences
may imply an opposing position; creates a me vs you tone
Concision
message is easy to read
Apply the AIM planning process to crisis communications
message should be developed for specific stakeholder in mind (specific channel), provide accurate information as soon as possible, choose components of message based on type of crisis
Completeness
messages provides all the information necessary to meet the purpose
Relationship of meta messages to credibility
meta messages become the basis for your reputation as how people perceive your meta message helps then form their impressions of your credibility
Audience analysis with routine messages
minimal audience analysis because matter is straight forward and audience is likely to respond positively
Idioms and metaphors
nonliteral, lack precise meaning; our of place or inappropriate in business
Cyber silence
nonresponse to emails and other communications
Author credibility and routine business messages
not enough information will decrease credibility
Losing your place: Know what to do when you lose your place during a presentation.
pause until find your thoughts or repeat the last statement you made
Aiko has to tell Demetrius that his attitude and mannerisms have offended some customers. She also must inform him that he is on probation for six weeks and will be fired if his behavior does not improve. It would be best for Aiko to deliver this message in a(n)
personal meeting
I-voice vs. we-voice vs. you-voice
place focus on the reader (you), your shared interest with the reader (we), repeated use of I-voice gives a self-centered tone
Task and goals of the stages of effective message creation
plan: get the content right (understand your audience, gather the right information, and develop your message), write: get the delivery right (set the right tone, apply a clear and concise style, and focus on navigational design), review: double check everything (get feedback, ensure your message is fair, make sure to proofread)
Planning and reviewing with routine business messages
planning: message development; reviewing: one or two minutes, reread message
Specificity
precise and avoid vagueness
Authenticity: Know what it means to present with authenticity
present your real self to the audience
Slanting
presenting only those facts that only support or favor your position in a message.
Efficiency and routine business messages
primary goal
deductive
primary message first
direct
primary message first
Effective subject lines for routine business messages
primary message in 10 or fewer words
Front-loading routine business messages
primary message on subject line and in first sentence or two
Shifts in readers' values and priorities
priorities tend to shift more often than values
a person who has to deliver a bad news message should gather as much information as possible from a variety of sources to reduce the
probability of making subjective judgements
Likelihood
probability of the bad event occurring
Economic responsibility
producing products and services that meet the needs of customers and clients
Review crisis communications for fairness and effectiveness
proofread, get feedback, and apply FAIR test
Review public relations messages for fairness and effectiveness
proofread, get feedback, apply FAIR test
Ease of processing
readers need less mental effort to understand your message
Negativity effect
recipients are more likely to perceive messages that are intended as neutral as negative
Neutrality effect
recipients are more likely to perceive messages with an intended positive emotion as neutral
Results of multitasking
reduced productivity
Handling emotion effectively in online communications
reinterpretation, relaxation, defusing
Relaxation
releasing and overcoming anger and frustration so that you can make a more rational and less emotional response
Determining information relevancy
repeatedly asking yourself if the information is necessary for the purpose of your message
Doug has just been appointed leader of a new virtual team. He senses that the team members have doubts about each other's competence. What can he do to alleviate this situation?
schedule a time when people can share their professional accomplishments
Strategic selection of communication channels
selection is based on richness, control and constraints; As sensitivity in your communication increase, you will use richer forms of communication (face to face, meetings, phone calls, and online conferences); For highly detailed messages, you will use higher control channels (letters, emails, blogs, podcasts)
Providing deadlines
setting out the timeline by which the work should be accomplished satisfactorily
Considerations for deciding which channels to use when delivering bad news
severity, controllability, and likelihood
Elements of a good subject line
short descriptive subject line that frames your entire message within 5 to 10 words
Message alerts and e-interruptions
show reduced attention spans, increased stress, and reduce creativity
Effects on readers of having long paragraphs
signal disorganization, signal disrespect for readers time, confuse readers, readers may miss some ideas altogether
SOFTEN: What does it mean? When and how do you use it?
smile, open stance, forward lean, tone, eye contact, and nod; this is a nonverbal communication model that can show confidence and strength while also showing warmth and concern; use in presentations
Cues
social, verbal, and nonverbal
Preventable crisis
stakeholders believe the company is to blame and is completely responsible for the damages and losses to stakeholders ex. employee error
Victim crisis
stakeholders generally do not hold companies responsible ex. natural disaster
Accident crisis
stakeholders hold companies responsible but understand that what happened was not intentional and was difficult to foresee ex. equipment error
Positions
stances that you take based on a set of conclusions
Facts
statements that can be relied on with a fair amount of certainty and can be observed objectively
which stage of team development do virtual teams sometimes skip
storming
Communication channel
the medium that carries the message
Communicating with colleagues: effects of humor, sarcasm, abbreviations, acronyms, emoticons in email
the message can be misinterpreted or can draw attention away from the message itself
Importance of a specific subject
the more specific you are, the more likely your readers are to have their questions answered. if you are unspecific, the readers are unlikely to respond to your message as you intend.
Meta messages
the overall but often underlying messages people take away from a communication or group of communications
Tone
the overall evaluation the reader perceives the writer to have towards the reader and the message content
Constraints
the practical limitations of coordination and resources
corporate values
the stated and lived values of a company
why is efficiency one of the primary goals when sending routine messages
the volume of routine messages is high
Delivering bad news to various audiences- Colleagues
typically can be more direct than with customers and clients
AIM process and delivering bad news
understanding the nature of the bad news and the impacts on them, delivering the news in a timely matter, and choosing the right mix of communication channels
Format for routine messages: bullets, paragraphs, numbered sequence, etc.
use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas
The principles to apply in order to write effective emails
use for the right purpose, ensure ease of reading, show respect for time, protect privacy and confidentiality, respond promptly, maintain professionalism and appropriate formality, manage emotion effectively, and avoid distractions
personal values
values that individuals prioritize and adhere to
Cyber incivility
violation of respect and consideration in an online environment based on workplace norms
Which communication channel is synchronous and high in control?
webinar
Lighting: Know the concepts behind leaving the lights up and turning them down during a presentation.
when turning off the lights, it makes it easier to see the slides and harder to see the presenter. This will make the slides the main focal point and take attention away from presenter. Also, dim lights can make the audience sleepy.
When and when not to text
when: announcements, questions, confirmation of plans, quick tips, support, congratulations when not: important decisions, reschedule meetings
Audience and relationship-oriented routine messages
will respond to the message with more emotion than a routine business message
Delivery and content: importance
with bad news delivery can be more important than the content because the audience will react more to your tone, style, delivery
Redundancy
words or phrases that repeat the same meaning
Call to action
writing that urges people to action or promotes change
Choosing a communication channel in regard to message development
written communication allows for the most message development with having lost of most control
Trade-offs associated with richness, control, and constraints when choosing a communication channel
written has the most control and the least amount of richness where in person has low control and lots of richness
Professional credibility at career stages
your credibility is low at the beginning of your career because you are just starting out
Relationship-oriented routine messages- Apologies
• Acknowledge mistake • Express regret • Take responsibility • Offer commitment • State goodwill
Relationship-oriented routine messages- Sympathy
• Express sympathy • Offer support • State goodwill
Task-oriented routine messages- Announcements
• Gain attention • Give announcement • Provide details • Issue call to action • State goodwill
Relationship-oriented routine messages- Appreciation
• Give thanks • Provide rationale • State goodwill
Task-oriented routine messages- Claims
• Make claim • Provide rationale • Issue call to action • State goodwill
Task-oriented routine messages- Responses to inquiries
• Provide responsibilities • State goodwill
Task-oriented routine messages- Directions
• State the goal • Give step-by-step directions • State goodwill
Routine messages and credibility
• establishes your credibility • Influence how others evaluate you • Responsiveness • Reliability • Attention to detail • Commitment • Professionalism
Strategies for managing digital message overload
•Check messages just four or five times daily •Wean yourself off checking devices constantly •Develop strategies to manage your inbox •Turn off message alerts •Use face-to-face and phone conversations •Reply immediately only to urgent messages •Avoid unnecessarily lengthening an email chain •Use automatic messages to let people know you are unavailable
Task-oriented routine messages- Expectations
•Explain overall expectation •Describe responsibility •Provide deadlines •Discuss coordination •State goodwill
Task-oriented routine messages- Requests
•Make request •Provide rationale •Issue call to action •State goodwill
Principles for effective phone conversations and videoconferences
•Practice using technology beforehand •Be effective when using a webcam •Be careful using interactive tools •Start the call with purpose •Take charge of the call •Follow guidelines for effective meetings
Making business phone calls: protocol and etiquette
•Schedule and plan calls •Ensure good audio quality •Open with a warm greeting and caller's name •Get to the issue in one or two minutes •Use a pleasant, enthusiastic voice •Share conversation time equally •Listen actively •Don't multitask •Take notes •Summarize next steps at the end of the call •Close with appreciation •Follow up on agreements
Developing routine business messages
•State the primary message •Provide details •Restate the request or key message specifically •State goodwill •Use AIM process
Delivering and receiving negative performance reviews
■ Give clear, targeted feedback ■ Focus on actions and results ■ Explain the impact of their poor performance ■ Link to consequences ■ Ask for reasons ■ Problem solve rather than blame ■ Be firm ■ Establish measurable and realistic expectations ■ Receive negative feedback
