Communicating Strategically

Question 1

Impactful communication involves

Answer 1

• An understanding of the audience’s needs and perspectives.
• A clear message.
• Effective delivery

Question 2

Goal of communication

Answer 2

Deepen understanding of a topic or to encourage a specific action

Question 3

Audience analysis includes

Answer 3

• Determining who should hear the topic and if they have different needs
• Audience awareness of the topic
• How audience will react to communication
• Rhetorical (persuasive) approaches that work best with each group

Question 4

If audience reactions to surprise or confusion

Answer 4

Communicator may need to slow down and pay more attention to the audience

Question 5

If audience reacts with resistance

Answer 5

Prior to communicating, anticipate possible objections and prepare response ahead of time

Question 6

If audience responds with little interest

Answer 6

Find ways to increase audience engagement in the message

Question 7

Framing

Answer 7

Process of getting an audience to see communicated facts in a certain way so that they take a certain action

Question 8

Reframing

Answer 8

• Changing the way an audience sees or feels.
• Can be done by pointing out benefits and opportunities created by change

Question 9

Effectively framing the message requires

Answer 9

• Articulating the objective and desired outcome of the communication.
• Identifying the benefit to the audience.
• Identifying the key points of the message and sequencing them in a logical manner.
• Providing an explanation of and evidence for each point that helps the audience see these facts in the desired frame.

Question 10

Choosing communication channel

Answer 10

• Should fit the message and audience needs
• Place with little distraction
• Delivery style that supports understanding and engagement
• Timing and awareness of reactions

Question 11

Strategies for critical/complex communications

Answer 11

• How communication will occur
• When communication will occur
• Where communication will occur
• Who will communicate
• Required support
• What media will be used
• Managing audience feedback
• Organizational rules that shape the communication

Question 12

Complex topics addressed in presentations

Answer 12

Usually require written support materials that allow audience time to study the message

Question 13

Discussions about sensitive issues

Answer 13

Are best conducted in person or phone rather than email

Question 14

Communication regarding allocation of resources above certain limits

Answer 14

Start with individual discussions with audience and move on to written reports that are followed by formal in-person presentations and even written responses

Question 15

Face-to-face (or small group) advantages

Answer 15

• Provides immediate verbal and nonverbal feedback
• Useful for complex, sensitive issues

Question 16

Face-to-face (or small group) disadvantages

Answer 16

• Takes time
• Requires good listening skills
• Requires care to avoid conveying wrong message

Question 17

Phone call advantages

Answer 17

Provides more opportunity for feedback, questions

Question 18

Phone call disadvantages

Answer 18

• Requires good listening skills since there are no visual cues
• Faces more competition for attention
• Takes more time

Question 19

Voice mail advantages

Answer 19

Saves time (when used to relay content, not make direct contact)

Question 20

Voice mail disadvantages

Answer 20

Does not provide feedback or confirmation of understanding

Question 21

E-mail advantages

Answer 21

• Saves sender time
• Allows detail
• Includes multiple parties easily
• Documents communication

Question 22

E-mail disadvantages

Answer 22

• Requires more care to create accurate message and convey correct tone
• Does not necessarily provide desired feedback
• Can be missed or perceived as nuisance

Question 23

Short messaging (e.g., texting, chat) advantages

Answer 23

• Saves time for both parties
• Can be broadcast to announce information (e.g., promotional, emergency)

Question 24

Short messaging (e.g., texting, chat) disadvantages

Answer 24

• Limits content that can be communicated
• Can be missed or perceived as intrusive

Question 25

Social media advantages

Answer 25

* Can be broadcast to large audiences * Reaches certain audiences efficiently and can elicit immediate feedback (e.g., quick surveys)

Question 26

Social media disadvantages

Answer 26

* May not reach all audiences * Requires review since the message will be widely viewed

Question 27

Written report advantages

Answer 27

* Allows full presentation of topic * Can reach a large audience and encourage thoughtful responses * Provides documentation of communication

Question 28

Written report disadvantages

Answer 28

* Takes time and care to create * May need to conform to organizational expectations (templates) * Takes time to get a response

Question 29

Oral presentation advantages

Answer 29

* Can allow immediate questions and feedback and adjustment of message * Can incorporate visuals, video, handouts

Question 30

Oral presentation disadvantages

Answer 30

* Requires skill and time to practice * Requires time and expense to create support materials

Question 31

Physical and verbal ways to communicate effectively includes

Answer 31

* Posture and movement * Gesture * Eye contact * Verbal qualities

Question 32

Signs of effective communication within your HR team and within the organization include

Answer 32

* High levels of engagement reported in employee surveys. * High levels of retention. * Positive comments on the organization’s social media channels. * Effectiveness of teams in meeting their commitments and department budgets and schedules. * High levels of collaboration.