1.1 - Communication

Question 1

Guidelines for Written Materials

Answer 1

1. Have a single purpose.
2. Be tailored to the reader.
3. Ensure economy.
4. Be accurate.
5. Be organized.
6. Be visually appealing.

Question 2

Principles that Inform and Influence

Answer 2

1. Communicate authentically.
2. Think in terms of building long-term relationships.
3. Clarify the outcomes
4. Speak the right language.
5. Start with the bottom line.
6. Use data to communicate a relevant story.
7. Identify and communicate personal value.
8. Reciprocate self-disclosure.
9. Gain agreement.
10. Communicate understanding, acceptance, and respect.
11. Remain neutral and objective.

Question 3

How to Diffuse Anger

Answer 3

1. Acknowledge the anger by listening to identify the cause.
2. Avoid personalizing the anger.
3. Focus on the facts of the complaint.
4. Show empathy and avoid defensiveness.
5. Assure an understanding of the anger.
6. Ask relevant questions to clarify the facts.
7. When logic doesn’t work, agree about the facts or the person’s right to be angry.
8. Explain what can be done, indicating a specific time and date.
9. Reach an agreement and confirm the agreement.
10. When necessary, defer the conversation.

Question 4

Qualities a skilled communicator requires to be successful at persuasion

Answer 4

1. to appeal to reason—logical arguments, data, consequences, or scientific proof
2. to appeal to credibility—authority, expertise, communication skill, sales techniques, or body language
3. to appeal to emotion—tradition, mental images, relationships, or stories.

Question 5

Cialdini’s Principles of Persuasion

Answer 5

1. reciprocity—giving first without any expectation of return
2. consistency—committing to behave in the same way as in the past
3. social proof—doing something because others are doing the same
4. authority—deferring to experts or others with credentials
5. liking—finding commonalities or genuinely liking another
6. scarcity—demonstrating a shortage of items or time to act.

Question 6

Guidelines for Written Materials

Answer 6

1. Have a single purpose.
2. Be tailored to the reader.
3. Ensure economy.
4. Be accurate.
5. Be organized. Materials should be presented in a way that makes it easy to read and understand.
6. Be visually appealing. Use a consistent typeface, layout, and organizational structure.