…...…..COMM 205 NOTES…...… Transparency: Important in corporate
communications
Chap 1: Establishing Credibility Corporate values: stated and lived values of a
Credibility company
What: Your reputation for being trustworthy. Personal values: values that individuals
The degree to which others believe or trust in prioritize and adhere to
you.
Competence: The knowledge and skills needed A Stakeholder View of Accountability
to accomplish business tasks, approach business Implies an obligation to meet the needs and
problems, and get a job done. Most people will wants of others. Involves an enlarged vision of
judge your competence based on your track those affected by your business activities. Take a
record of success and achievement. Establish it stakeholder view that includes all groups in
through study, observation and practice. Focus society affected by your business.
on action and emphasis on results.
Caring: Understanding the interests of others. Fairness in Business Communications
Cultivating a sense of community. Giving to F Facts
others and showing generosity. To gain A Access
credibility, show that you care for the needs of I Impact
others. Communicate using a “we” and “you” R Respect
orientation. Companies with higher percentages
of givers have higher profitability, higher
Chap 2: Interpersonal
productivity, higher customer satisfaction and
lower turnover. Communication and Emotional
Character: Staying true to commitments made Intelligence
to stakeholders. Adhering to high moral and Interpersonal Communication Process
ethical values. Central to creating trust. Sending and receiving verbal and nonverbal
We are in a post-trust era messages between 2 or more people. The
The Public: Increasingly views companies with exchange of simultaneous and mutual messages
less trust. to share and negotiate meaning between those
Companies: Also have a deficit of trust. involved.
Employees often do not trust their own business Meaning: Intended communication
leaders. Encoding: Convert intended communication
Business Ethics into message
- Adhering to laws Decoding: Interpreted meaning of message
- Safeguarding confidential or proprietary The goal is to arrive at shared meaning.
information Noise
- Avoiding conflicts of interest and Physical noise: External noise that makes a
misuse of company assets message difficult to hear or otherwise receive
- Refraining from accepting or providing (loud sounds)
inappropriate gifts, gratuities and Physiological noise: Internal noise (illness,
entertainment. memory loss)
, Psychological noise: Interference due to Emotional Hijacking
attitudes, ideas, and emotions experienced A situation in which emotions control our
during an interpersonal interaction. behaviour causing us to react without thinking
Semantic noise: Communicators apply
different meanings to the same words or Active Listening
phrases. Especially when strong emotions are A person's willingness and ability to hear and
involved. understand. Paying attention, holding
Accumulation of knowledge, values, judgment, reflecting, clarifying, summarizing,
expectations, and attitudes based on prior sharing.
personal experiences. Paying Attention: Devoting your whole
attention to others and allowing them enough
Emotional Intelligence (EQ) comfort and time to express themselves
Understanding and managing emotions to serve completely. As others speak to you, try to
goals. Empathizing and effectively handling understand everything they say from their
relationships with others. The single best perspective.
predictor of workplace performance. Holding Judgment: People will share their
Self-Awareness: The foundation for emotional ideas and feelings with you only if they feel safe.
intelligence. Involves accurately understanding Learner Mindset: You show eagerness to hear
your emotions as they occur and how they affect others’ ideas and perspectives and listen with an
you. Particularly important for stressful and open mind.
unpleasant situations. Judger Mindset: People have their minds made
Self-Management: The ability to use awareness up before listening carefully to others’ ideas
of your emotions to stay flexible and to direct perspectives and experiences. Disagree.
your behaviour positively. Involves the Reflecting: Thinking about the ideas and
discipline to hold off on current urges to meet emotions of others. To make sure you really
long-term intentions. Involves responding understand others, you should frequently
productively and creatively to negative feelings. paraphrase what you’re hearing.
Empathy: The ability to accurately pick up on Clarifying: Making sure you have a clear
emotions in other people and understand what understanding of what others mean.
is really going on with them Double-checking that you understand the
Relationship Management: Using your perspectives of others and asking them to
awareness of emotions and those of others to elaborate and qualify their thoughts
manage interactions successfully. Adapting Summarizing: Restate major themes so that
communication to the preferred styles of others you can make sense of the big issues from the
and ensuring civility in the workplace. perspective of the other person.
Nurturing, directing, autonomizing. Givers: Frequently help others out in the
Motivational Value System (MVS): Blend of workplace, sometimes at the expense of their
these primary motives and refers to the individual performance. Timidity, availability,
frequency with which these values guide their and emotional concern for others.
actions.
communications
Chap 1: Establishing Credibility Corporate values: stated and lived values of a
Credibility company
What: Your reputation for being trustworthy. Personal values: values that individuals
The degree to which others believe or trust in prioritize and adhere to
you.
Competence: The knowledge and skills needed A Stakeholder View of Accountability
to accomplish business tasks, approach business Implies an obligation to meet the needs and
problems, and get a job done. Most people will wants of others. Involves an enlarged vision of
judge your competence based on your track those affected by your business activities. Take a
record of success and achievement. Establish it stakeholder view that includes all groups in
through study, observation and practice. Focus society affected by your business.
on action and emphasis on results.
Caring: Understanding the interests of others. Fairness in Business Communications
Cultivating a sense of community. Giving to F Facts
others and showing generosity. To gain A Access
credibility, show that you care for the needs of I Impact
others. Communicate using a “we” and “you” R Respect
orientation. Companies with higher percentages
of givers have higher profitability, higher
Chap 2: Interpersonal
productivity, higher customer satisfaction and
lower turnover. Communication and Emotional
Character: Staying true to commitments made Intelligence
to stakeholders. Adhering to high moral and Interpersonal Communication Process
ethical values. Central to creating trust. Sending and receiving verbal and nonverbal
We are in a post-trust era messages between 2 or more people. The
The Public: Increasingly views companies with exchange of simultaneous and mutual messages
less trust. to share and negotiate meaning between those
Companies: Also have a deficit of trust. involved.
Employees often do not trust their own business Meaning: Intended communication
leaders. Encoding: Convert intended communication
Business Ethics into message
- Adhering to laws Decoding: Interpreted meaning of message
- Safeguarding confidential or proprietary The goal is to arrive at shared meaning.
information Noise
- Avoiding conflicts of interest and Physical noise: External noise that makes a
misuse of company assets message difficult to hear or otherwise receive
- Refraining from accepting or providing (loud sounds)
inappropriate gifts, gratuities and Physiological noise: Internal noise (illness,
entertainment. memory loss)
, Psychological noise: Interference due to Emotional Hijacking
attitudes, ideas, and emotions experienced A situation in which emotions control our
during an interpersonal interaction. behaviour causing us to react without thinking
Semantic noise: Communicators apply
different meanings to the same words or Active Listening
phrases. Especially when strong emotions are A person's willingness and ability to hear and
involved. understand. Paying attention, holding
Accumulation of knowledge, values, judgment, reflecting, clarifying, summarizing,
expectations, and attitudes based on prior sharing.
personal experiences. Paying Attention: Devoting your whole
attention to others and allowing them enough
Emotional Intelligence (EQ) comfort and time to express themselves
Understanding and managing emotions to serve completely. As others speak to you, try to
goals. Empathizing and effectively handling understand everything they say from their
relationships with others. The single best perspective.
predictor of workplace performance. Holding Judgment: People will share their
Self-Awareness: The foundation for emotional ideas and feelings with you only if they feel safe.
intelligence. Involves accurately understanding Learner Mindset: You show eagerness to hear
your emotions as they occur and how they affect others’ ideas and perspectives and listen with an
you. Particularly important for stressful and open mind.
unpleasant situations. Judger Mindset: People have their minds made
Self-Management: The ability to use awareness up before listening carefully to others’ ideas
of your emotions to stay flexible and to direct perspectives and experiences. Disagree.
your behaviour positively. Involves the Reflecting: Thinking about the ideas and
discipline to hold off on current urges to meet emotions of others. To make sure you really
long-term intentions. Involves responding understand others, you should frequently
productively and creatively to negative feelings. paraphrase what you’re hearing.
Empathy: The ability to accurately pick up on Clarifying: Making sure you have a clear
emotions in other people and understand what understanding of what others mean.
is really going on with them Double-checking that you understand the
Relationship Management: Using your perspectives of others and asking them to
awareness of emotions and those of others to elaborate and qualify their thoughts
manage interactions successfully. Adapting Summarizing: Restate major themes so that
communication to the preferred styles of others you can make sense of the big issues from the
and ensuring civility in the workplace. perspective of the other person.
Nurturing, directing, autonomizing. Givers: Frequently help others out in the
Motivational Value System (MVS): Blend of workplace, sometimes at the expense of their
these primary motives and refers to the individual performance. Timidity, availability,
frequency with which these values guide their and emotional concern for others.
actions.
