Chapter 5 - Removing the Virtual Mask

Question 1

What communication mode best balances authenticity and emotional control when delivering difficult news?

Answer 1

Audio (e.g., phone) — it’s perceived as more personal than email and avoids the nonverbal leakage risks of video or in-person communication.

Question 2

How can you make a text-based message feel more authentic in emotional situations?

Answer 2

Acknowledge why you’re using that mode. Example: “I’m emailing because I didn’t want to interrupt your evening—happy to talk more when you’re free.”

Question 3

When should you not use video for high-stakes conversations?

Answer 3

When there’s risk of emotional mismatch (e.g., delivering bad news while trying to stay composed). Video can unintentionally reveal stress or misaligned emotions.

Question 4

What should your focus be when delivering tough messages?

Answer 4

Shift attention away from your own emotions and center the impact on the recipient. This helps you seem more empathetic and authentic.

Question 5

What type of mistake can make you seem more likable without hurting your credibility?

Answer 5

A non-task-related blunder (e.g., spilling coffee on yourself or joking about mixing up a lunchbox) can humanize you and build rapport.

Question 6

What is “surface acting,” and when should you use audio communication for it?

Answer 6

Surface acting is displaying emotions you don’t feel. Use audio to manage tone without risking unintended facial cues or seeming cold like in email.

Question 7

Why is email often perceived as the least authentic communication method?

Answer 7

It lacks vocal or visual cues, appears low-effort, and makes it harder to convey emotion—especially when stakes are high or emotions matter.

Question 8

What should you do if you’re feeling off but still want to come across positively in a virtual meeting?

Answer 8

Consider using audio instead of video, and prep your message ahead of time. This reduces the cognitive load and chance of emotional leakage.

Question 9

How can a leader use communication mode to show they genuinely care during layoffs or bad news?

Answer 9

Use one-on-one audio calls or at least personalize group messages. Follow up with resources and demonstrate accountability (e.g., salary cuts, job support).

Question 10

What’s a counterintuitive way to increase likability in virtual interactions?

Answer 10

Allow small, harmless mistakes to show. Perfection can make you seem robotic; small blunders make you relatable and authentic.