Business communication developing leaders for a network world 2nd CHAPTER 1

This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website,... This document may not be copied, scanned, duplicated, forwarded, distributed, or

Trang 2

Why Does This Matter?

Trang 3

The Role of Trust in the

Post-Trust Era

 Operating from a position of trust or credibility is one of the first things you

should consider as you communicate

 Goal should be to gain trust or credibility from colleagues, clients, customers,

and other contacts

© 2016 by McGraw-Hill Education This is proprietary material solely for authorized instructor use Not authorized for sale or distribution in any manner This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website,

Trang 4

Post-Trust Era

 The public increasingly views companies with less trust

 A deficit of trust also exists within companies

 Surveys show that employees often do not trust their own business leaders

Trang 5

A Look at Trust in Various Professions

Figure 1.1

Trang 6

Trang 7

The Three Components

of Credibility

Figure 1.2

Trang 8

The Role of Competence in Establishing Credibility

Trang 9

 People develop competence through study , observation , and practice and

real-world business experiences

 How you communicate directly affects the perceptions others have of your

competence

Trang 10

Trang 11

The Role of Caring in Establishing Credibility

 Caring

implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability

 People distrust individuals who are perceived as unconcerned about the interests of others

or disinterested in causes above and beyond themselves.

Trang 12

Understanding the Interests of Others

 Your ability to gain credibility strongly depends on your ability to show that you

to understand others’ needs, wants, opinions, feelings, and aspirations.

Trang 13

Cultivating a Sense of Community

generally risen to their positions because of their sense of community and

teamwork

 Speaking about “our needs” or “your needs” as opposed to “my needs”

benefit

Trang 14

Demonstrating Accountability

 A sense of accountability involves a feeling of responsibility to stakeholders and

a duty to other employees and customers

 By placing a rationale for accountability in your communications, you will

generate substantial trust and goodwill from others

Trang 15

The Role of Character in Establishing Credibility

Trang 16

What Determines Trust in Individuals in the Workplace?

Figure 1.3

Trang 17

involves sharing all relevant information with stakeholders

Trang 18

Understanding Ethical Behavior on the Job

What is ethical behavior?

Doing the right thing

given the circumstances

Trang 19

Five Common Ethical Traps to Avoid on the Job

1 The false necessity trap

Convincing yourself that no other choice exists

2 The doctrine of relative filth

Comparing your unethical behavior with someone else’s even more unethical behavior

3 The rationalization trap

Justifying unethical actions with excuses

Trang 20

Five Common Ethical Traps to Avoid on the Job

4 The self-deception trap

Persuading yourself, for example,

that a lie is not really a lie

5 The ends-justify-the-means trap

Using unethical methods to accomplish a desirable goal

Trang 21

Goals of Ethical Business Communicators

 Abide by the law.

 Tell the truth.

Trang 22

Business Ethics

 Often employees fail to speak up when they observe potentially unethical

behavior

 Business professionals remain silent for four basic reasons:

1 They assume it’s standard practice

2 They rationalize that it’s not a big deal

3 They say to themselves it’s not their responsibility

4 They want to be loyal

Trang 23

Corporate and Personal Values

 Corporate values

the stated and lived values of a company

 Personal values

those values that individuals prioritize and adhere to

Trang 24

eBay’s Code of Business Conduct

Figure 1.4

Trang 25

Open and Honest Communication

1 By avoiding open and honest communication of business problems, employees

doom a business to poor financial performance

2 Dishonesty is among the primary reasons for lower employee morale

3 Dishonesty can be reason for dismissal

Trang 26

Tools for Doing the Right Thing

• Is the action you are considering legal?

• How would you see the problem if you were on the opposite side?

• What are alternate solutions?

• Can you discuss the problem with someone you trust?

• How would you feel if people you care about learned of your action?

Trang 27

Fairness in Business Communications

The FAIR test helps you examine:

 how well you have provided the facts

 how well you have granted access to your motives, reasoning, and information

 how well you have examined impacts on stakeholders

 how well you have shown respect .

Trang 28

The FAIR Test of Ethical

Business Communication

Figure 1.5

Trang 29

High-Trust Relationships, Ease of Communication, and Improved Work Outcomes

 Establishing credibility allows you to communicate more easily and more

influentially

 Credibility leads to less resistance from others, increased willingness to

cooperate, and less likelihood of miscommunication

Trang 30

 Engagement

a measure of how much employees are connected emotionally to their work, how willing they are to expend extra effort to help their organizations meet their goals, and how much energy they have to reach those goals.

Trang 31

 A study showed that companies with highly engaged employees were nearly

Định dạng
Số trang	31
Dung lượng	3,35 MB