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

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Establishing Credibility Chapter One © 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, in whole or part Why Does This Matter? Credibility your reputation for being trustworthy the degree to which others believe or trust in you © 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, in whole or part 1-2 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, in whole or part 1-3 The Role of Trust in the Post-Trust Era The public increasingly views companies with less trust A deficit of trust also exists within companies Surveys show that employees often not trust their own business leaders © 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, in whole or part 1-4 A Look at Trust in Various Professions Figure 1.1 © 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, in whole or part 1-5 The Role of Trust in the Post-Trust Era Post-trust era the public overwhelmingly views businesses as operating against the public’s best interests, and the majority of employees view their leaders and colleagues skeptically © 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, in whole or part 1-6 The Three Components of Credibility Figure 1.2 © 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, in whole or part 1-7 The Role of Competence in Establishing Credibility Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done Most people will judge your competence based on your track record of success and achievement © 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, in whole or part 1-8 The Role of Competence in Establishing Credibility People develop competence through study, observation, and practice and realworld business experiences How you communicate directly affects the perceptions others have of your competence © 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, in whole or part 1-9 The Role of Competence in Establishing Credibility © 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, in whole or part 1-10 Business Ethics Business ethics the commonly accepted beliefs and principles in the business community for acceptable behavior Transparency involves sharing all relevant information with stakeholders © 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, in whole or part 1-17 Understanding Ethical Behavior on the Job What is ethical behavior? Doing the right thing given the circumstances Five Common Ethical Traps to Avoid on the Job The false necessity trap Convincing yourself that no other choice exists The doctrine of relative filth Comparing your unethical behavior with someone else’s even more unethical behavior The rationalization trap Justifying unethical actions with excuses Five Common Ethical Traps to Avoid on the Job The self-deception trap Persuading yourself, for example, that a lie is not really a lie The ends-justify-the-means trap Using unethical methods to accomplish a desirable goal Goals of Ethical Business Communicators  Abide by the law  Tell the truth  Label opinions  Be objective  Communicate clearly  Use inclusive language  Give credit Business Ethics Often employees fail to speak up when they observe potentially unethical behavior Business professionals remain silent for four basic reasons: They assume it’s standard practice They rationalize that it’s not a big deal They say to themselves it’s not their responsibility They want to be loyal © 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, in whole or part 1-22 Corporate and Personal Values Corporate values the stated and lived values of a company Personal values those values that individuals prioritize and adhere to © 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, in whole or part 1-23 eBay’s Code of Business Conduct Figure 1.4 © 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, in whole or part 1-24 Open and Honest Communication By avoiding open and honest communication of business problems, employees doom a business to poor financial performance Dishonesty is among the primary reasons for lower employee morale Dishonesty can be reason for dismissal © 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, in whole or part 1-25 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? 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 © 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, in whole or part 1-27 The FAIR Test of Ethical Business Communication Figure 1.5 © 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, in whole or part 1-28 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 © 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, in whole or part 1-29 High-Trust Relationships, Ease of Communication, and Improved Work Outcomes 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 © 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, in whole or part 1-30 High-Trust Relationships, Ease of Communication, and Improved Work Outcomes A study showed that companies with highly engaged employees were nearly three times as profitable as companies with low engagement among employees © 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, in whole or part 1-31 ... community for acceptable behavior Transparency involves sharing all relevant information with stakeholders © 2 016 by McGraw-Hill Education This is proprietary material solely for authorized... Corporate values the stated and lived values of a company Personal values those values that individuals prioritize and adhere to © 2 016 by McGraw-Hill Education This is proprietary material solely... 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 © 2 016
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