3453 B-Comm. Exam 2

Buffer

A statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill

Flames

Emails or other digital communications with "hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization

Competence

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

Announcements

updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers

Caring

which implies understanding the interests of others, cultivating a sense of community, and giving to others and showing generosity

Character

which refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values

Componenets of Apoligies

- Acknowledgment of a mistake or an offense - An expression of regret for the harm caused - Acceptance of responsibility - A commitment that the offense will not be repeated

Delivering Negative Feedback

- Adopt a team-centered orientation. - Avoid sugarcoating the bad news. - Explain the impacts of the individual's poor performance on organizational performance. - Link to consequences. - Probe for reasons performance is not higher. - Emphasize problem solving rather than blaming. - Be firm.

Write

- Aim for a helpful, proffessional, reader cenetered tone. Show respect for your readers time - Apply a concise, easy-to-read, action oriented style - Use subject lines & formatting to create a simple navigational design

Relationship Oriented Messages

- Apologies - Expressions of Appreciation - Expressions of Sympathy

Tone & Style

- Apply the personal touch. - Use action-oriented, lively language. - Write with confidence. - Offer choice. - Show positivity.

AIM Analysis

- Audience - Information - Message

Maintaining Professionalism & Appropriate Formality

- Avoid indications that you view email as casual communication. - Apply the same standards of spelling, punctuation, and formatting you would for other written documents. - Use greetings and names.

Advantages of Written Delivery of Bad News

- Can craft messages more carefully - Can document the messages more easily - Can provide a message that serves as a reference that provides directions, suggestions, & options for future actions - Can deliver messagesto more people efficiently

Advantages of Verbal Delivery of Bad News

- Can use and observe nonverbal cues - Can more easily demonstrate intentions - Can more effectivley clarify & explain the bad news - Can respond to concerns immediately

External Messages

- Catchy Statement - Description of unmet needs/wants of the customer - Elaboration of benefits to the customer - Recognition of customer's resisitance tp product/service - "You" Voice

Effective Email

- Clear, detailed subject line - Clearly labaled attatchments - Pleasant openeing - Numbered format - References to details & specific locations in attatchments - Pleasant closing - Complete proffesional signature line

Components of Credibility

- Competence - Caring - Character

Effective Delivery of Bad News

- Contains Buffer - Shows Concern - Provides Rationale - Explains immediate Impacts - Discusses Future - Concludes with Statement of Goodwill

Effective Response to Defusing Angry Emails

- Cordial & Personal - Validating - Inviting - Nondeffensive - Focus on Rich Communication

Direct Bad News Messages

- Deliver Bad News - Provide a Rationale

Guidelines for Bad-News Messages

- Deliver the bad news in a timely manner. - Choose the right mix of channels. - Sympathize with the bad-news recipients and soften the blow. - Provide a simple, clear rationale. - Explain immediate impacts. - Focus on solutions and long-term benefits. Show goodwill

Asynchronous communication

- Does not occur in real time - Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing.

Setting Expectations

- Explain Expectations - Describe Responsibilities - Provide Deadlines - Discuss coordination - State Goodwill

FAIR Test

- Facts - Access - Impacts - Respect

Structure of Mass Sales Messages

- Gain Attention - Generate Interest - Build Desire - Call to Action

Components of Announcements

- Gain Attention - Give Announcement - Provide Details - Call to Action - State Goodwill

Componenets of Persuasive Messages

- Gain attention. - Raise a need. - Deliver a solution. - Provide a rationale. - Validate the views, preferences, and concerns of others. - Give counterpoints (optional). - Call to action.

Review

- Get feedbackwhe writing on behalf of a team or unit - Ensure your message is FAIR - Make sure to proofread

Components of Appreciation

- Give thanks - Provide rationale - State Goodwill

Plan

- Identify the exact needs of the audience - Gather relevant, accurate, & up-to-date information - Create a front-loaded, direct, complete, & detail oriented message

Constraints of Email Communication

- Low Costs - Little Coordination - High Control - Permanent Record - Not Appropriate for Sensitive Material - Innefficient for Facilitating Discussions

Components of Claims

- Make Claim - Provide Rationale - Call to Action - State Goodwill

Disadvantages of Verbal Delivery of Bad News

- May hinder effective delivery, interpretation, & 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

Explicit

- Nothing is implied. - Statements contain full and unambiguous meaning

Synchronous communication

- Occurs in real time. - Individuals give immediate responses to one another and engage in turn-taking.

The Writing Proccess for Routine Messages

- Plan - Write - Review

Indirect Bad News Messages

- Provide a Rationale - Deliver Bad News

Ensuring Ease of Reading

- Provide a short, descriptive subject line. - Keep your message brief yet complete. - Clearly identify expected actions. - Provide a descriptive signature block. - Use attachments wisely.

Task Oriented Routine Messages

- Requests - Expectations - Directions - Responses to Inquiries

Showing Respect for Other's Time

- Select message recipients carefully. - Provide timelines and options. - Be careful about using the priority flag. - Let others know when you will take longer than anticipated to respond or take action. - Avoid contributing to confusing and repetitive email chains.

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 - Often written

Componenets of Directions

- State Goal - Give step-by-step directions - State Goodwill

Components of Routine Messages

- State the primary message - Provide details in paragraphs of 20-80 words - Restate the request or ley message speciffically - State goodwill

Implicit

- The request or some of the rationale for the request may be implied. - The reader needs to read between the lines to grasp the entire meaning

Cyber Incivility

- The violation of respect and consideration in an online environment based on workplace norms - Can be active incivility or passive incivility

Internal Messages

- Typically for Ideas - Overview/Description of a Business Problem - Description of how ideas/policy addresses the problem - Elaboration on why idea/policy is the best option - Appreciation for perspectives & resisitance - "We" Voice

Disadvantages of Written Delivery of Bad News

- Unable to demonstrate concern through nonverbal cues - Unable to immediately respond to concerns - Unabel to work out mutual solutions - Less able to control long-term impacts on working relationships

Components of Requests

- make request - provide rationale - call to action - state goodwill

Liking

A principle of influence whereby people are more likely to be persuaded by people who they like

Social Proof

A principle of influence whereby people determine what is right, correct, or desirable by seeing what others do

Authority

A principle of influence whereby people follow authority figures

Scarcity

A principle of influence whereby people think there is limited availability of something they want or need, so they must act quickly

Appreciation

A sincere expression of thanks helps achieve business goals and strengthens work relationships

Reinterpreptation

Adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations

Token Appreciation

An expression of thanks or gratitude for a request or idea while immediately dismissing the request or idea as implausible or even inappropriate

Defusing

Avoiding escalation and removing tension to focus on work objectives

Consistency

Based on the idea that once people make an explicit commitment, they tend to follow through or honor that commitment

Severity

How serious or detrimental the bad news is

Planning

Implies that the communication can be tightly drafted, edited and revised, rehearsed, and otherwise strategically developed before delivery

Manipulation

Involves attempting to influence others by some level of deception so you can achieve your own interests

Richness

Involves two considerations: the level of immediacy and the number of cues available

Mass Sales Messages

Messages sent to a large group of consumers and intended to market a particular product or service

Cyber silence

Nonresponse to emails and other communications

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

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

Immediacy

Relates to how quickly someone is able to respond and give feedback

Likelihood

Relates to the probability of the bad event occurring

Relaxation

Releasing and overcoming anger and frustration so that you can make a more rational and less emotional response

Reciprocation

a principle of influence based on returning favors

Instant Messaging

a relatively new and undeveloped form of communication in the workplace, considered instant messaging impersonal, uninteresting, rude, intrusive, or inadequate.

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

Coordination

The effort and timing needed to allow all relevant people to participate in a communication

Permanence

The extent to which the message can be stored, retrieved, and distributed to others

Resources

The financial, space, time, and other investments necessary to employ particular channels of communication

Constraints

The practical limitations of coordination and resources

Direct

You begin with a main idea or argument and then provide the supporting reasons

Indirect

You provide the rationale for a request before making the specific request

Email Communication

expected to be primary form of written business communication for at least the next five to ten years in most companies.

Claims

are requests for other companies to compensate for or correct the wrongs or mistakes they have made

Central Sales Theme

coherent, unified theme that consumers can recognize quickly

Requests

people coordinating work efforts, buying and selling products and services, and maintaining work relationships