Chapter 6 - Building Bridges and Not Firewalls Flashcards
What is a key strategy to make virtual interactions feel more human and build trust?
Self-disclose small personal details (like weekend plans, pets, or hobbies) to show you’re a real person, not just a screen name.
Why is it risky to overuse CC in virtual communication?
Frequent CC’ing can signal a lack of trust or credit-seeking behavior, reducing trust among colleagues by up to 50%.
What tactic can increase the success of email negotiations?
Have a 5–10 minute call before emailing—it builds rapport, trust, and improves outcomes by over 20%.
What is language mimicry and how can it help virtually?
Matching others’ communication styles (e.g., emojis, tone, abbreviations) creates perceived similarity and trust, especially early in relationships.
What is the ‘identifiable victim effect,’ and how does it apply to virtual work?
We respond more to personal stories than abstract info. In virtual communication, make yourself visible as a person to create emotional connection.
How can small talk be effectively used in virtual settings?
Begin meetings or chats with a brief personal comment or question. Schmoozing helps build warmth and smoothens even tense conversations.
When building virtual trust, is it better to under- or over-communicate?
Over-communicate when in doubt. Undercommunication is perceived as less empathetic and damages trust.
How can your video call background influence trust?
Use visual cues to signal warmth or shared identity (e.g., family photos, holiday décor, team swag), depending on the trust type you want to build.
How can you show attentiveness during virtual meetings?
Acknowledge messages or nod during calls—even simple cues like “Got it” or a head nod help others feel heard and respected.
What should you do after sending a group email to preserve trust?
Explain why you included the group, and invite personal follow-up to avoid making recipients feel like a number.
