chap 6

ACA

death panels

Best communicator

aristotle, 2k yrs, rhetoric

Itin nohria

comm is real work of leadership

Leaders who have careful speaking

apple cook and GE welch

Who says what to whom

laswell

Theory with misunderstanding added

feedback model

Lions speaking

ludwig

Illusion of comm taking place

george shaw

The great tapping incidents

stanford

Patients misunderstand ____ info from physicians

80%

Five barriers to communication

negative or ambiguous relationships, poor credibility, conflicting belief systems, conflicting interests, and communication mismatches

____ ensures ur ideas are taken seriously

credibility

Credibility is based on

competence, expertise, and trustworthiness

Small bites example

IBM lowes pc

Who said “A problem well stated is a problem half solved.”?

Charles Kettering

Who said “Definition is the key to persuasion.”?

David Zarefsky

What question establishes the context for evaluating ideas?

What is the problem?

Important communication characteristics

simplicity, vividness

Cynical hand washing enforcement example

sinai

Adults in U.S. health care with multiple chronic conditions (MCCs)

26%

Availability phenomenon

the easier something is to see, the more understandable it is

Psychological safety can be promoted by

priming

The concept of a stakeholder goes back to

management research in the 1960s

First step in stakeholder management

stakeholder analysis

Useful tool for stakeholder analysis

power/interest matrix

Small group of stakeholders

nominal group technique

Large group of stakeholders

questionnaire

More representation is important during the

implementation phase

Open-ended interviews objective

obtain responses to relatively complex issues and alternatives

Open-ended interviews strengths

complicated questions may be entertained; may suggest other questions to explore

Open-ended interviews weaknesses

dependent on interviewer skill, time-consuming, expensive

Structured interviews objective

obtain responses to relatively complex issues and alternatives

Structured interviews strengths

complicated questions may be entertained; valuable for generating questions for standardized formats

Structured interviews weaknesses

dependent on interviewer skill, time-consuming, expensive

Nominal Group Technique objective

increase and balance participation among meeting participants

Nominal Group Technique process

individual generation of ideas in writing, followed by group discussion and ranking

Nominal Group Technique strengths

easy to learn, easy to use, broad participation

Nominal Group Technique weaknesses

no interaction among ideas and issues

Interview design objective

stimulate interaction among large groups and reveal similarities and differences

Interview design strengths

active involvement, rapid generation of ideas

Interview design weaknesses

not appropriate for exploring one idea in depth

Focus group objective

generate hypotheses about how members and customers think

Focus group process

open discussion among 6–12 people facilitated by a moderator

Focus group strengths

flexibility, unexpected responses, good for unfamiliar terrain

Focus group weaknesses

facilitator dependent, peer pressure, difficult interpretation

One-minute essays objective

brief opportunity for reflection

One-minute essays strengths

quick, easy, allows digestion of information

One-minute essays weaknesses

not appropriate for complex proposals

Short questionnaire objective

solicit information about specific topics

Short questionnaire strengths

reflection on responses, no interviewer influence

Short questionnaire weaknesses

low response rate, no clarification, limited information, time to develop

Long questionnaire objective

solicit information about specific topics

Long questionnaire strengths

gathers more information than brief questionnaires

Long questionnaire weaknesses

same as short questionnaire, plus lower response rate

Mini Delphi objective

produce a consensus ratio-scaled evaluation of alternatives

Mini Delphi process

prioritize alternatives and repeat after viewing average rankings

Mini Delphi strengths

geographically dispersed interaction, anonymity prevents bias

Mini Delphi weaknesses

assumes desirability of average response

Workshop designs objective

collectively explore issues in depth

Workshop designs strengths

focused discussion, richer ideas and proposals

Workshop designs weaknesses

time-consuming, requires careful design, high expectations

Exploring strategic options objective

develop a strategic agenda

Exploring strategic options strengths

builds common agenda, identifies disagreement quickly

Exploring strategic options weaknesses

time-consuming, depends on extracting key choices

Extent of your network is called

social capital

A social network map is like an

X-ray

1962 outbreak of uncontrollable laughter

Tanzania

When psychological contact is high use

high-touch encounters

When informational needs are strongest use

social media tools

Chain communication pattern

hierarchical communication flowing up and down levels

Y communication pattern

dual reporting relationship to two superiors

Wheel communication pattern

one person communicates with several stakeholders who do not communicate with each other

Circle communication pattern

peers communicate freely without formal control

All-Channel communication pattern

information flows freely among all team members

Who said “Those who are too smart to engage in politics are condemned to being governed by those who are dumber.”?

Plato

Richard Shannon

allgeny

Choice architecture

nudging people toward changing behaviors rather than forcing them

Penn medicine flu increase

37%

Nudges have a ____ effect

multiplier

Who said “Always be a first-rate version of yourself instead of a second-rate version of somebody else.”?

Judy Garland

Real asf autist

bacon

Who said “To thine own self be true.”?

Shakespeare