Chapter 7 - The Virtual Wrecking Ball Flashcards
Why is virtual communication especially prone to misinterpretation?
It lacks nonverbal cues like tone and body language, causing people to misread emotions and intentions, often assuming negativity due to the neutrality and negativity effects.
What is the “song tapping” experiment and how does it relate to email miscommunication?
Like tapping out a song you hear in your head (but others can’t), you “hear” your tone while writing—but recipients don’t. They miss the context, leading to misinterpretation.
What is the egocentric bias in virtual communication?
It’s the assumption that others see our messages the way we intended, even when they lack the context or cues to do so.
How should you manage tone in emotionally charged emails?
Read your message out loud in a flat tone to spot ambiguity, and over-clarify your emotions and intent to reduce misinterpretation.
When are emojis helpful and when are they risky in business communication?
Emojis can increase warmth in informal or established relationships, but reduce perceived competence in formal or first-time interactions.
What’s the difference between perspective taking and empathy in digital negotiation?
Perspective taking helps you understand the other person while keeping your own goals in mind. Empathy can blur lines and cause you to sacrifice your own interests.
What communication strategy helps when you’re emotionally upset?
Pause and reflect before responding. If possible, cool off, run your message by someone else, or switch to a different mode (e.g., phone or video).
What virtual negotiation mode is generally most effective?
Richer modes (video or phone) are best for negotiation because they add emotional context, help reduce hostility, and allow faster conflict detection.
When might email be the best negotiation tool?
When you want to:
Leverage time pressure
Lay out multiple complex points clearly
Give space to cool off
(Example: Steve Jobs negotiating eBook pricing)
What is Channel Expansion Theory and why does it matter?
It says that the richness of a communication mode increases with familiarity. So email with a close colleague might be more emotionally effective than video with a stranger.
What’s a smart follow-up after any virtual negotiation?
Send a thank-you email summarizing the agreement. It’s polite, reinforces trust, and creates a written record to avoid future confusion.
What was the core lesson from the “ketchup trousers” story?
Emotional or petty messages can go viral and damage reputations—never send something you wouldn’t be okay sharing company-wide.
