Business Communication Quiz Please sign up for the course before taking this quiz. When considering ‘communications’ what does the Psychological Rule of 7 +/- 2 mean (7 plus or minus 2)?1 Most humans can only remember 5 to 9 pieces of information at any one time. 5 to 9 minutes is as long as any leader should speak. The less clear one communicates a message, the less people will remember the message. 7 is the perfect size for everything. In organizational / business communication, when you have something very important to say or share, … you should?1 Create an outline for the message. Use a communications technique like “Johari Window” to help craft the message Speak to the key person, in person first (face to face, if possible) and then follow up with an email summary Test out your thoughts on someone else. One of the most important, if not the most important, key to successful organizational / business communication is?1 Building a positive relationship with the ‘up flow’ stakeholders. Having the best or right message to share. Having commitment from the TOP of the organization (your boss, their boss, CEO, etc.) Ensuring your communication message aligns to the business strategy. Modern Business Scandals and Crisis – most often due to leadership – seem on the rise, how has this trend affected Organizational / Business Communications?1 More leaders going to prison. Less people are joining large organizations. Organizations are full of ‘behavior’ policies, rules, and training programs trying to teach proper behavior for the organization. Creating and Sharing of Values for organizations, and leaders, are becoming just as important as Mission, Vision and Strategy Small Business Leaders face unique communication needs, one approach to ensure successful messaging includes;1 Make sure your personal values and how they align with the company strategy, are seen and heard as often as possible Start each day with a motivational message. Use of day planners, creating a daily routine, active listening, and leading by example Look for employees “for good or bad” who can be used as examples for key messages. One author indicated there are 7 C’s to effective communications. In business what are the two most important C’s?2 Creative and Clever. Complete and Confident. Courageous and Competent. Conversational and Considerate. Clear and Concise Leaders are often working to improve the organizations Strategic Plan; how does effective organizational / business communications best fit in this process?1 All of the above Focusing on Internal Stakeholders understanding of strategy Communicating to all on how strategy goals relate to wanted behaviors Development of actionable Communications objectives. Re-asses strategy often and communicating the results Communications with business partners to best understand their goals. None of the above, because the heart of a strategy is sales and finance, not communications. The discipline of organizational / business communications typically means communications that occurs …?1 … via the processes of how decisions are made. … between the organization and its customers. … between departments, and is influenced by the shape and structure of the organization. … within the structure of organizations, including emails, meetings, phone calls, teleconferences, and the like. “… is the fundamental processes that shape our social reality” can be used to describe what?1 The communication process that is at the heart of leading edge conflict resolutions. The bigger idea of Organizations as Communications which leads to more effective overall Communications The effective use of social media in communications. The expansion of the idea of communications being only what happens within an organization Seeing organizational / business communications through a Constitutive View allows us to …?1 Focus on the main people – our constituents – and craft messages just for them. Ask what are we “this company, my department, etc.” communicating to others, and depending upon the answers, seek to improve for the betterment of all More effectively tackle the true complexity of modern communications in the broadest of ways Grow as human beings, beyond the natural structures of what most organizations become. One of the most important aspects of successful organizational / business communications is …?1 Having compelling marketing – marketing is communicating – materials with the ability to persuade others as to the benefits of doing business with your company. Is to include “Communications” as a specific step when developing Organizational Strategy Aligning all messages of vision, mission, values, & strategy effectively to both internal and external audiences. Communicating clearly why your products and services are best. What does ‘relevancy’ mean within the discipline of organizational / business communications?1 Determining who needs what information, and crafting communications processes to give each employee, and or department, and or internal stakeholder just what they need. Crafting communications actions that ensure everyone feels important - relevant – to the success of the organization. The ability to determine the needed message to each stakeholder group, both internal and external, and then communicating only what is ‘relevant’ for that group To be ‘relevant’ as a business means others care what you are doing. When creating a Communications Plan, which statement below is most true?1 Recognizing developing communications plan are more Art than Science is critical to creating an effective plan. The Communications Plan should be on-going and evolving independent of the company strategy. The plan should be created with the help from as many people as possible. A Communication Plan should be a written document, so everyone knows what is expected. Which Communication Plan ‘steps’ below are NOT one of the ‘eight steps’ identified in our course materials as a best practice?1 Identify communication objectives, and determine the timing of key messages. Analyze the best practices from the past to ensure those ideas continue. Identify how success will be measured and determine the best Communication Vehicle for each message. Align the corporate strategy to the overall communication objectives When in the beginning stages of creating a Communications Strategy, what process below can be easily forgotten, but when done a key to success?1 Conducting an audit of past and current communication activities, for communication audits help ensure we are – at least – doing what we say Create communication objectives, that are aligned to corporate strategy. Look at past communication successes and failures, and building our own ‘Best Practices’ for future action Analyze the ‘context’ of past communication activities – why you did what you did – to gain insight on how to create more effective future communication strategies and actions. When creating a Communications Strategy what is the usefulness of the “Policy Snake” idea and or tool?1 The Policy Snake idea allows us to remember; whatever the communications plan, there is movement – often up and down / side to side – that is needed over time. The Policy Snake idea embraces the importance of the surprise factor to organization communications. The Policy Snake idea helps us to remember that the best Communications Actions are often unseen and hidden – in the grass – of our corporate and business strategy. The Policy Snake idea allows us to recognize the give and take of communication efforts and actions needed to be successful with different aspects of our communications strategy Coca-Cola first started formally including “values” into its vision & mission communications, we are told in the 1970’s via Bill Backer who was the creative director of marketing for Coca-Cola back in those days. What key message (from the normal event of being stranded at an airport) changed corporate messaging for all time?1 Communicating through a wonderful song ‘I’d like to teach the world to Sing” that stays with people is the key to organizational / business communications success. To see how communications in marketing could better manipulate potential buyers by linking ‘products & services’ with overcoming bad experiences. To see Coca-Cola as more than a liquid refreshing drink, but to experience the words “let’s have a coke”, as a way to keep each other company for a little while. The phrase “Coca-Cola is The Real Thing!” can mean so much more than just a refreshing drink What does the 130 + year story of Coca-Cola say when we look at it through the lens of Organizational / Business Communications?1 Adding sought after, aspired for, or desired Values – like Coca-Cola being more than just a refreshing drink – can capture the true essence of a company and product (or service) and is a good thing to pursue (in Communications). Making Organizational / Business Communications a top executive position is a wise organizational decision. In business, nothing matters more than great marketing and advertising. Connecting your product and or service to people’s general wellbeing – that is, making people one of your core Values – can lead the organization to significance, even if your product is a simple sugary drink In 2012 – The Coca-Cola Company mission statement included; “refresh the world, create value and make a difference and inspire moments of happiness and optimism.” Analysis of this statement from a Communications lens, their goal includes the corporate Values of create value (for themselves and others) and make a (positive) difference (in people’s lives) and inspire moments of happiness and optimism. As a result which statement below would NOT be a target of their advertising and or communications?1 … drinking Coke leads to invention. … you will be more successful if and when you drink Coke … you will be happier if and when you drink Coke. … with Coke, better days are coming. … enjoying each other’s company – with a Coke – is a good day. Which aspects of Mood Management Theory does Coca-Cola seem to rely on most in its Open Happiness Communications (2012 or so Campaign) as seen through its Marketing and Advertising?1 People tend to choose media outlets that make them feel positive and happy. A persons Mood can be manipulated in a way that leads to them purchasing your product. Creating an artificial message can be used as a persuasive tool – a mood changer – and then becomes even more important than the actual message content. This can be done without the recipients of the message even knowing. Being negative and sad is a reality of life, but it can be overcome through careful selection of what we let into our lives, in the things we watch, or read and or expose ourselves too Effective bi-directional communication between employees, supervisors, and management improves attitude and happiness thereby affecting job satisfaction. This statement has what practical impact?1 Communications can be manipulated to improve job satisfaction Effective Communication is what is most important; the rest just takes care of itself Bosses should ensure their employees are happy. Happy employees create more profitable companies. The hypothesis of the “Org. Comm. Effects Morale” research paper; effective communications between employees and management creates happier, more motivated employees, which creates better performance for the company. A hypothesis style research study either proves or disproves the ‘hypotheses. What statement below best summarizes the results of this study?1 Effective Communications between employees and management, though a nice thing to do, really does nothing for a company’s bottom line. Effective Communications improves happiness and attitude only when employees see management dealing with ineffective other employees. Effective Communication improves happiness and attitude only when employees are doing a good job, but has little to do with job satisfaction or results. Effective Communications improves general happiness, and attitude at work, but does NOT improve job satisfaction. When looking at the relationship between organizational commitment and positive organizational citizen behavior (OCB) what impact does effective or ineffective organizational / business communications hold?1 Ineffective Communications actually has a greater impact on OCB’s for confused employees behave poorly. Organizational Communications Policy has the least positive effect on an employee’s general Courtesy. Positive and effective communications between employees and their manager improves Altruistic behavior and the desire to increase ones Civic Virtues – that is to do more for one’s community – as long as the company as indicated by the manger communications holds these same values Organizational Communications has little impact on OCB’s. Employee behaviors are mostly based on the role they were hired for and the daily, weekly, monthly demands on their time. Organizational Citizen Behaviors (OCB’s) are up to 30 behaviors some researchers have found to be absolutely needed to drive organizational performance. They include positive behaviors such as Altruism, Conscientiousness, Courtesy, Civic Duty, & Sportsmanship, but can also include ‘housecleaning, dependability, protecting company property, following company rules’ and the like. What role – overall – does Organizational Communications play in bringing these positive behaviors out in employees?1 The study of Organizational Communications and OCB’s shows there is just too much expected of modern managers and leaders, and breaking organizational communications down into aspects like OCB’s has little overall value – as shown through statistical correlations - in creating overall organizational performance. OCB’s have more to do with managers being ‘nice and respectful’ to their employees. If a manager is nice and respectful good behaviors are the natural result. Organizational Communications has a positive role in bringing these behaviors out in employees but except for a few dimensions (Altruism and Civic Duty) not statistically significant. There must be something more too truly engaging employees in most OCB behaviors The study of Organizational Communications and OCB’s shows the importance of managers and leaders and their communications with employees and employees communications with them, and the importance of an overall positive communications policy.= Based on the findings in the research paper on Crisis Management; Crisis Management is an Organizational / Business Communications discipline requiring its own focus?1 True False Most Crisis Management Communications is conducted by ‘just rolling with the punches’ and though surprising, the end results are usually positive. We are a forgiving society.1 True False The Tylenol Crisis of 1982 is considered one of the best examples of Organizational / Business Communications & Crisis Management, why?1 Tylenol leadership first created an open communications path with all key stakeholders, including the public and the media, in addition to the Department of Health (FDA). The overall Crisis plan as it was played out – including, the immediate creation of a team of experts, leadership taking responsibility, being available to talk at all times, recalling all Tylenol products of similar kind, giving rebates and money off to all in need, and creating new tamper proof packaging – which is now used in most packages for many different kinds of products. Tylenol Senior leadership let the people closest to the problem communicate with the public and make decisions on what to say and do. Tylenol was able to clearly communicate the deaths resulting from using their products was not their fault. A best practice for communications at the beginning if a crisis is to stay quiet until all the facts are in?1 True False As a leader what one aspect of best practice Crisis Management should you undertake?1 Build Relationships with the media now, especially at the corporate headquarters location, so that if and when a crisis occurs all will be comfortable with each other as information is shared. Leaders and Management should practice being honest and showing empathy, which should even be included in new training and development classes. Find a smooth and positive spokesman or woman to help spread a positive message; it is important to let everyone know ‘everything will be alright’. Build a Crisis Management Plan and select a Crisis Management Team before a crisis happens. The use of Social Media (Facebook, Twitter, LinkedIn, and the like) within Organizational / Business Communications is upon us, … why would any organization want to use these tools as part of their communications strategy?1 It can be updated as often as needed, … more up-to-date information – faster. All of the above Because the uses of social media tools are the way many get their information It is more fun than email, or news interviews presented through magazines and newspaper, and webpage updates. The messages can be personalized for specific tools, and thus specific kinds of users. None of the above (a, b, c, d) – the risk of “Fake News” is becoming too great a risk in relying upon social media as a critical piece of an organizational / business communications plan. If Social Media is the main communications tool for the young, what is to be done about older employees, partners, consumers, etc.?1 Nothing, it is a young person’s world. Find ways to engage all by making the social media strategy interesting enough for all ages and interests. Unfortunately, older people often have more money, and usually are in positions of more responsibility, so a communications plan must include ways to communicate with them as well. Help the older people through social media training. What interesting Social Media fact is most true below?1 The use of social media apps and tools is becoming the main way organizations make collaborative decisions (over 75% of corporate decisions are being made this way). Very few in the age group 50 – 64 year olds – use social media. Over 60% of young people – 18 to 29 years old – use their social media apps daily for decision-making communications purposes If Facebook were a country it would be one of the top 3 largest countries (in population) in the world with over 1 Billion users How then can the growing use of social media as part of effective communications strategies be compared to the growing need for old fashion face-to-face communications. What is to be done?1 Social Media uses are still developing; it is important to work through issues – not resort back to old ways – in the end organizational / business communications will be the better via social media-based communications. As a leader you must develop your own style and stay true to yourself, your values, and what is best for you as a communicator. As a leader you must seek to understand others and what their needs are and develop communications plans and approaches that meet those needs With Social Media one can hide behind the computer and often say things hurtful and unhelpful, and or just untrue (fake news, fake research), as a result it is expected to see a shift back to face-to-face, where personal accountability is higher. Face-to-Face is always better; the high use of social media and its often negative impacts is only proving this point. In this course, we have shown Organizational / Business Communications to be an important aspect of personal and professional success; in leadership circles and or in leadership development initiatives the discipline of communications is …?1 An unruly discipline lacking clear tools to show its value. Often seen as the most important strategical leadership responsibility and a key aspect to modern leadership success. An important aspect to conflict resolution and there lies its greatest value as a discipline. Often seen within many senior leadership circles to be too ‘soft’, and as a result leaders still tend to shun the field of communications CEOs commonly blame “lousy communication” when well-laid plans go awry. Yet, paradoxically, communications is an undervalued, lightly regarded discipline in the theory and practice of corporate leadership.1 True False CEO’s often see difficulties in dealing with “Communications” as a discipline because?1 CEO’s are good at Communicating, by default (they would never have gotten the CEO position otherwise), so having someone tell them what to say or how to act, just rubs many CEO’s the wrong way. CEOs and others regard communications as too “soft,” lacking well-defined, tangible parameters (measures) and outcomes. The people who often lead the discipline of “Communications” are ‘slick, charming performers, who are good at twisting messages’ and CEO’s rather deal with straight honest people. Communications is made overly complicated by experts in the field. Most CEO’s feel Communications should just be about being truthful and keeping everyone up-to-date on what’s going on in their company. One idea to improve the adoption of Communications as a discipline in CEO ranks, includes …1 Make ‘Communications’ a key success factor for everyone in the company, and back it up with ‘communications’ training for all as led by CEO’s and Senior management Study what Communications styles work best for other CEO’s and try to copy as best as possible. Inject Communications with more formal science, such as neuroscience measures, behavioral economics, the best polling and statistical techniques, and the like Provide all Senior Managers with a “Basics of Communications” series of training, and allow them the opportunity to practice communicating key initiatives with local media. Where does the concept “Span of Control” come from?1 Research into a number of Communications techniques that result in the best Control of others. Research analyzing supervisors’ [effective] interactions (communications) with various numbers of subordinates. Research to help determine the typical time it takes (span) for supervisors to hold the most control on their subordinates. Large organization research on how to best structure a company. According to traditionally focused research and our materials (on communications), what is the best “Span of Control” number?1 5-6 7 3 9 Which of the statement below highlights common traps for ineffective communication/1 Lack of understanding, Lack of good materials to back up messages. Lack of alignment to strategy, Lack of being clear and Lack of message being concise. Lack of context (understanding of why’s), Lack of questions and dialogue, Lack of (personal) connection Lack of effective use of social media, Lack of urgency, and Lack of connection to business results. What is the best way to actual become better at communications?1 Through careful listening. Through the desire to improve, including observation and practice. By communicating, and reflecting on the results Through the use of all our senses. Through careful research. When speaking whether it is planned or spontaneous there are a couple of characteristics that greatly helping making your message be heard, they are …1 Use humor, and keep your message short Managing your anxiety (for speaking in public), and making your audience comfortable (to hear your message). Use of bright colors (attention grapping graphics), and use of multi-media whenever possible. Look good (wear nice cloths), and present yourself with confidence (using a loud voice, and attention grapping hand motions). To help ‘manage our anxiety’ in communications when speaking, one should …1 Reframe the speaking situation into a conversation (not a performance), … you do not have to be perfect Start by asking questions, … use questions often Greet your anxiety, tell yourself this anxiety is okay – “hello anxiety”.= All of the above. None of the above, because anxiety is good and should not be managed. Bring ourselves into present moment (do something physical), instead of thinking about the outcomes. Use regular / conversational language These terms or concepts, … have what purpose in the field of Communications? – Get out of your own way (dare to be dull), – Speaking is an opportunity to have fun (say “yes and”, not “no but”), – Slow down and Listen (don’t just do something, stand there), – Tell a Story and Use Structure (Introduction, Body of Content, Summary & Conclusion structure or Problem, Solution, Benefit structure, What, So What, Now What structure) – structures sets you free.1 Communication techniques to help in mostly spontaneous speaking situations Improvisational acting techniques that help in speaking situations. Reasons why communicators fail. Best practice strategic concepts to be used within a Communications department. Communications is improved through the building of Rapport. Rapport is total responsiveness with another person – total connectedness.1 True False The communication technique of asking questions helps dig for commonality, and rapport comes from commonality.1 True False A small percentage(man say less than 10%) of effective communications is accomplished through words – so many other factors create effective communications; Rapport is one of the other factors.1 True False ‘Matching and Mirroring’ is a communications technique that creates rapport , including voice tone, tempo, volume, words – intelligence, body language posture, gestures, facial expressions, eye contact the same, breathing, proximity, and touch.1 True False People like people like themselves or how they would like to be.1 True False In Communications, Style is more important than Substance initially.1 True False Communicating in ways to get people to listen to you, includes;1 The facts shared in your talk. Your human voice – a deeper voice is better The way you look. Carefully selected times of silence Seven deadly sins of speaking – poor communications – includes;1 Gossip None of the above, because all of these are necessary sometimes depending upon the communications strategy. Excuses or Exaggeration All of the above Lying Negativity Dogmatism Judging Complaining H A I L, To HAIL a person is to greet others enthusiastically, and in Communications includes being Honest, being Authentic, having Integrity, and communicating in Love. If this were to happen more often in our communications, what would be the result?1 We’d be able to trust more of what we read and see in news? Organizational / business communications as a discipline would no longer be needed. “The world would sound more beautiful and understanding would be the norm.” Less Conflict.