Business Communications Chp 1 and 2

Post-trust-era-

where the public overwhelmingly views businesses as operating against the public’s best interests, and the majority of employees view their leaders and colleagues skeptically. 

Competence

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

Empathy and Caring

implies building a positive relationship and cultivating a sense of community, understanding, and giving others and showing generosity. 

Character

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

Business ethics

the commonly accepted beliefs and principles in the business community for acceptable behavior. At a minimum, business ethics involve adhering to laws; safeguarding confidential or proprietary information; avoiding conflicts of interest and misuse of company assets; and refraining from accepting or providing inappropriate gifts, gratuities and entertainment.

Corporate values-

 are stated and lived values of a company, most organizations create a code of conduct or code of ethics to state their most important values and norms of conduct 

Personal values-

values that individuals prioritize and adhere to-with corporate values is an important element of character 

Interpersonal communication process-

the process of sending and receiving verbal and nonverbal messages between two or more people, it involves the exchange of simultaneous and mutual messages to share and negotiate meaning between those involved 

Meaning

 refers to the thoughts, and feelings that people intend to communicate to one another 

Decoding-

the process of interpreting messages from others into meaning

Shared meaning-

a situation in which people involved in interpersonal communication attain the same understanding around ideas, thoughts, and feelings.

Noise-

causes distortion to or interruption of messages

Physical noise-

• is external noise that makes a message difficult to hear or otherwise receive 

Psychological noise

•  refers to disruption due to psychological factors 

Semantic noise

• occurs when communicators apply different meaning to the same word phrases 

Psychological noise-

• refers to interference due to attitudes, ideas and emotions experienced during an interpersonal interaction 

Filter of lifetime experiences

 an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences

Emotional intelligences

involves understanding emotions, managing emotions to serve goals, empathizing with others,  and effectively handling relationships with others 

Emotional hijacking-

 a situation in which emotions control our behavior, causing us to react without thinking 

Self awareness-

the foundation for emotional intelligence, involves accurately understanding your emotions as they occur and how they affect you 

Self management

the ability to use awareness of your emotions to stay flexible and ti direct your behavior positively 

Mitigating information-

 involves favorable explanations for why others have behaved in a certain way 

Optimist-

views failure as events that can be changed in the future

Pessimists

view failures as indications of their own incompetence or inability 

Empathy

 the ability to accurately pick up on emotions in other people and understand what is really going on with them 

Learner mind-set-

you show eagerness to hear others ideas and perspectives and listen with an open mind 

Judger mind-set-

people have their minds made up before listening carefully to others; ideas, perspectives, and experiences 

Learner statements-

Explicitly state your desire to hear differing opinions with statements such as “I have a different perspective”

Rapport-building questions-

are intended to create bonds between people

Funnel questions-

move from general to specific, intended to increasingly deconstruct a business issue so that a team can tackle or approach it in pieces 

Probing questions-

 are intended to analyze a business problem from every angle to uncover its root causes 

Solution oriented questions-

focus on how to overcome business problems

Leading questions-

intended to guide people to your way of thinking

Disguised statements-

opinions present in question form 

Cross Examination questions-

intended to find contradictions in what others have said or done

Perspective getting-

accurately understanding the views of others

Sight reading-

act of anticipating intentions and moods through the perceptive examination of nonverbal cues

Synchronizing

 body language involves adopting some of you counterparts body language to make the conversation more natural for them and to show empathy to them

CLEM-

a rapid sideward shift of the eye, shows that a person is giving your ideas careful consideration and is thus generally positive

Relationship management-

the ability to use your awareness of emotions and those of others to manage interactions successfully 

Blue MVS-

guided by motives to protect others, help others grow, and act in the best interest of others 

Red MVS

 are most often guided by concerns about organizing people, time, money and other resources to accomplish results

Green MVS

most often concerned about making sure business activities have been thought out carefully and that the right process are put into place to accomplish things 

Hubs are professionals who are guided almost equally by all three MVS