Business Communication 4 questions

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7/25/2015

Establishing Credibility

Chapter One

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Chapter Overview

Importance of credibility

Competence, caring, character

Business ethics, corporate values, personal values

FAIR approach Facts, access, impacts, respect

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Learning Objectives

LO1.1 Explain the importance of establishing credibility for business communications.

LO1.2 Describe how competence, caring, and character affect your credibility as a communicator.

LO1.3 Define and explain business ethics, corporate values, and personal values.

LO1.4 Explain the FAIR approach to ethical business communications.

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Why Does This Matter?

Credibility your reputation for being trustworthy

the degree to which others believe or trust in you

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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

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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 do not trust their own business leaders

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A Look at Trust in Various Professions

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Figure 1.1

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

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The Three Components of Credibility

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Figure 1.2

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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

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The Role of Competence in Establishing Credibility

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

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The Role of Competence in Establishing Credibility

Focus on Action

Emphasis on Results

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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.

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Understanding the Interests of Others

Your ability to gain credibility strongly depends on your ability to show that you care for the needs of others

Effective communicators gain trust by connecting with others—that is, seeking to understand others’ needs, wants, opinions, feelings, and aspirations.

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Cultivating a Sense of Community

The most effective business leaders in today’s corporate environment have 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” engenders trust and helps you come up with solutions that achieve mutual benefit

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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

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The Role of Character in Establishing Credibility

Character refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values.

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What Determines Trust in Individuals in the Workplace?

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Figure 1.3

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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

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Business Ethics

Trust‐building behaviors include:

extending trust

sharing information

telling it straight,

providing opportunities

admitting mistakes

setting a good example by following rules.

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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

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Corporate and Personal Values

Corporate values the stated and lived values of a company

Personal values those values that individuals prioritize and adhere to

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eBay’s Code of Business Conduct

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Figure 1.4

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

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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.

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The FAIR Test of Ethical Business Communication

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Figure 1.5

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

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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.

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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.

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Overview of Book

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Figure 1.6

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Chapter Takeaways

Importance of credibility

Competence, caring, character

Business ethics, corporate values, personal values

FAIR approach Facts, access, impacts, respect

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