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Threats are external factors beyond your control that could place the strategy, o
the business, at risk.
Values are the core beliefs of an individual, group, or organization that help
determine behaviors and priorities.

Opportunities assess the external attractive factors that represent the reason fo
business to exist and prosper. These are external to the business.
Stakeholder analysis refers to the range of techniques or tools used to identify a
understand the needs and expectations of major interests inside and outside the
Organization environment.
Anchoring refers to the tendency for individuals to rely too heavily on a single
piece of information
Consensus is decision making where the entire group must agree on the idea o
plan of action.
Jargon is the language of specialized terms used by a group or profession'
Majority rule refers to decision making where each member of the group is giv
a single vote, and the option that receives the greatest number of votes is
selected.

Communication is key to the creation, management, and monitoring of

corporate reputation. An understanding of language and its inherent powers,
combined with the skill to speak, write, listen, and form interpersonal
relationships, will determine whether companies succeed or fail, and whether th
are rewarded or penalized for their reputations. The decisions leaders make as t
how and what to communicate strongly impact the public’s decision on whether
not to do business with an organization.
Body Language – A simple rule of thumb is that simplicity, directness, and warm
convey sincerity. And sincerity is key to effective communication. A firm
handshake, given with a warm, dry hand, is a great way to establish trust. A we
clammy handshake conveys a lack of trustworthiness. Gnawing one’s lip convey
uncertainty. A direct smile conveys confidence.
Today: This is for items that need a response today.
Communication is vital to organizations—it’s how we coordinate actions, supp
and motivate one another, and achieve goals. It is defined in the Merriam-
Webster’s dictionary as “a process by which information is exchanged between
individuals through a common system of symbols, signs, or behavior (Merriam-
Webster, 2008).”

Active management by exception involves leaving employees to do their jobs

without interference, but at the same time proactively predicting potential
problems and providing the assistance necessary to prevent them from occurrin

Charisma refers to a leader’s charm, attractiveness or magnetism and their

ability to inspire the confidence, commitment, and admiration necessary to
influence followers.
Wiki is an online document or discussion that allows many people to collaborate
and contribute.
Analysis paralysis where more and more time is spent on gathering informatio
and thinking about it, but no decisions actually get made.

Virtual organization is one in which employees work remotely— sometimes

within the same city, but more often across a country and across national borde

Low-quality LMX relationships the leader and the member have lower levels o
trust, liking, and respect toward each other.

Intellectual stimulation allows for members to challenge organizational norm

and status quo, encouraging employees to think creatively and work harder.

Contingent rewards are awarded based on the ability of employees to

accomplish their goals.
Filtering is the distortion or withholding of information to manage a person’s
reactions.
This week: This is for messages that require a response before the end of the
week.
This month/quarter: This is for everything that needs a longer-term response.
Depending on your role, you may need a monthly or quarterly folder.

Verbal communication takes place via phone, web-based calls or conferences

through media, or in person.
Semantics is the study of meaning in communication. Words and phrases can
mean different things to different people, or they might not mean anything to
another person.
Creativity is the generation of new, imaginative ideas.
Bounded rationality model of decision-making limits options to a manageabl
set from which to choose the best alternative without conducting an exhaustive
search for alternatives.
Emotional disconnects happen when the Sender or the Receiver is upset,
whether about the subject at hand or about some unrelated incident. An
emotionally upset Receiver tends to ignore or distort what the Sender is saying.
Sender who is emotionally upset may be unable to present ideas or feelings
effectively.
Framing bias refers to the tendency of decision makers to be influenced by the
way that a situation or problem is presented.
Grapevine involves unofficial communication amongst colleagues where
information is shared that may or may not be accurate (including gossip).
Immersion is the decision-making step involving information gathering and
conscious thought about the problem.
Strategic decisions are long term decisions that set the course of an
organization.
Written business communications are printed messages.
Wild storming occurs when a group focuses on generating seemingly impossib
ideas then determine ways to make the impossible possible.
Overconfidence bias occurs when individuals overestimate their abilities.
Social networking refers to systems that allow members of a specific group to
learn about and access other members’ skills, talents, knowledge, or preference

Vulnerability includes taking risks and exposing oneself emotionally by being

transparent, sharing feelings and exposing weaknesses.
Active listening creates a real-time relationship between the Sender and the
Receiver by paying full attention to what other people are saying without
interrupting, reflecting on the message and asking questions to ensure
understanding.
Communication is the exchange of information.

Nominal Group Technique (NGT) ensures that all members participate fully i
group decision making through four steps: (1) each member records ideas
independently, (2) the group shares their ideas, (3) discussion, clarification, and
evaluation of ideas occurs, and (4) individuals vote for their favorite ideas by us
either ranking or rating techniques.
Political correctness includes using language in a non-gendered unbiased wa
to defuse the volatile nature of words and avoid stereotyping.

Authentic leadership requires a leader to be “real” and is achieved through

introspection, self-awareness and behaving in a way consistent with their values

Passive management by exception involves leaving employees to do their job

without interference, and waiting until something goes wrong before coming to
the rescue.
Gendered language words, phrases, or titles that are linked to either males or
females, for example chairman versus chair.
Groupthink the tendency to avoid critically evaluating ideas that the group
favors.
Verification and application are the final decision-making step where the
decision maker consciously verifies the feasibility of the solution and implement
the decision.
Inbox: Treat this as a holding pen. E-mails shouldn’t stay here any longer than
takes for you to file them into another folder. The exception is when you respon
immediately and are waiting for an immediate response.
Visionary leadership is based on communicating a “picture” or vision of a goa
and the inspirational motivation to achieve it.
Trust is the belief that the leader will show integrity, fairness, and predictability
his or her dealings with others.
FYI: This is for any items that are for information only and that you may want to
refer back to in the future
Strategic opportunists are able to take advantage of strategic opportunities
before competitors.
Biased language consists of words or phrases that may stereotype, offend,
exclude or disrespect an individual or group based on age, ethnicity, sexual
preference, or political beliefs personal or group affiliation.
Brainstorming is a group process of generating ideas that follows a set of
guidelines including no criticism of ideas, no idea is too wild, and the process of
building or piggybacking on other ideas.
Tactical decisions are more detailed mid-term decisions including action plans
to achieve an organization’s overall strategy.
The intuitive decision-making model is based on intuition or experience rath
than following a formal process.
Filtering is the distortion or withholding of information to manage a person’s
reactions.
Idea quotas determine the number of ideas a group must generate.
Transformational leadership motivates others through a common mission or
challenge that empowers followers and encourages them to develop as leaders
(Bass & Riggio, 2006, p. 3).
Transformational leaders use their influence to align employee goals with
company goals through charisma, inspiration, intellectual stimulation, and by
showing care and concern for their followers.
Sender the originator of the information to be exchanged who encodes a
message by translating an idea into words.
Crucial conversations are communications involving personal risk and high
stress due to participants’ differing opinions and strong emotions.
Decision rule is the automated response we use to make programmed decision
Decision making refers to making choices among alternative courses of action
which may also include inaction.
Operational decisions are shorter term decisions that employees make to run
an organization on a day-to-day basis.
Systematic problem solving a consistent method for solving problems, using
data and statistical tools rather than assumptions.

Receiver is the person who receives the Message. The Receiver decodes the
Message by assigning meaning to the words or nonverbal communication.

Decision trees are diagrams in which answers to yes or no questions lead

decision makers to address additional questions until they reach the end of the
tree.
Social movement refers to a type of group action that is focused on specific
political or social issues; examples include the civil rights movement, the femini
movement, and the gay rights movement.
Transactional leaders influence employee behavior through the use of reward
and punishment.
Differences in meaning occur because different words mean different things t
different people; age, education, and cultural background are all factors that
influence how a person interprets words.
Delphi Technique is a group decision making process using written responses
a series of questionnaires instead of physically bringing individuals together to
make a decision.
Satisfice refers to accepting the first alternative that meets your minimum
criteria.
Experimentation is the process of searching for and testing new knowledge,
ideas, and methods.
Servant leadership approach defines the leader’s role as serving the needs of
others. According to this approach, the primary mission of the leader is to devel
employees and help them reach their goals.
Ethical leadership focuses on the common good and models strong moral
conduct and values, adhering to socially appropriate norms, and respecting
others.
Hindsight bias occurs when looking backward in time where mistakes made
seem obvious after they have already occurred.
Incubation is the decision-making step that allows the brain to work on the
problem unconsciously while the individual sets the problem aside and does not
focus on it.
Medium/channel is the manner by which information is exchanged – this can b
oral, written (text, email, advertisement, etc.), or non-verbal.
Learning organizations consist of individuals who create, acquire and share
knowledge, experiment, and modify organizational behaviors based on insights
gained. Learning organizations participate in a continual process of transformat
through growth and development.
Escalation of commitment occurs when individuals continue on a failing cour
of action because they are already invested in it, even after information reveals
this may be a poor path to follow.
Group decision support systems (GDSS) are interactive computer-based
systems that combine communication and decision technologies to help groups
make better decisions.
Ethnocentrism is a belief that one’s language, native country, and cultural
rules/norms are superior to all others.
Inspirational motivation means come up with a vision that is inspiring to
others.
Flexibility refers to how different the ideas are from one another in the creativ
decision-making process.
Programmed decisions are decisions that occur frequently enough that we
develop an automated response to them.
Individualized consideration occurs when leaders show personal care and
concern for the well-being of their followers.
High-quality LMX relationships the leader forms a trust-based relationship wit
the member.
Lack of source familiarity or credibility occurs when the Sender and the
Receiver lack common context, are unfamiliar with one another so misinterpret
messages, or when the Sender lacks credibility or is untrustworthy.

Illumination is the decision-making step also known as the insight moment, wh

the solution to the problem becomes apparent to the person – often when it is
least expected.

Rational decision-making model describes a series of steps that decision

makers should consider if their goal is to maximize the quality of their outcomes

Inclusive leadership is centered around relationships and valuing differences

while advocating for traditionally excluded voices, appreciating diversity and
welcoming the contributions of all parties.
Information overloads a state of imbalance when we are receiving more
information than we can take in.
Originality refers to the uniqueness of ideas in the creative decision-making
process.
Selective perception refers to filtering what we see and hear, often
unconsciously, to suit our own needs.
Social loafing the tendency of some members to put forth less effort while
working within a group.
Problem identification is the first step in decision making where the root caus
of the issue is determined.
Noise is anything that interferes with or distorts the Message being exchanged.
Fluency refers to the number of ideas a person is able to generate in the creati
decision-making process.
Nonprogrammed decisions are unique and important, requiring conscious
thinking, information gathering, and careful consideration of alternatives.
Storytelling is communication through the use of stories to help construct
common meanings and provide clarity.
Touch – The meaning of a simple touch differs between individuals, genders, an
cultures. In Mexico, when doing business, men may find themselves being grasp
on the arm by another man. To pull away is seen as rude. In Indonesia, to touch
anyone on the head or touch anything with one’s foot is considered highly
offensive. In the Far East, according to business etiquette writer Nazir Daud, “it
considered impolite for a woman to shake a man’s hand (Daud, 2008).”
Americans, as we have noted, place great value in a firm handshake. But
handshaking as a competitive sport (“the bone-crusher”) can come off as
needlessly aggressive, at home and abroad.

Direction of Communication Within Organizations Information can move

horizontally, from a Sender to a Receiver, as we’ve seen. It can also move
vertically, down from top leadership or up from the front line. Information can a
move diagonally between and among levels of an organization, such as a Messa
from a customer service representative up to a manager in the manufacturing
department, or a Message from the chief financial officer sent down to all
department heads.

A mission statement communicates the organization’s reason for being, and how
it aims to serve its key stakeholders. Customers, employees, and investors are t
stakeholders most often emphasized, but other stakeholders like government or
communities (i.e., in the form of social or environmental impact) can also be
discussed.
Stakeholders are individuals or groups who have an interest in an organization’s
ability to deliver intended results and maintain the viability of its products and
services.
BHAG is an acronym that stands for a big, hairy, audacious goal – bold enough t
ignite energy and enthusiasm but still achievable.

PESTEL is a strategic management tool used to analyze an organization’s politic

economic, sociocultural, technological, environmental, and legal environments.

Strategy formulation is also called business planning or strategic planning, and

helps determine what the firm should do to accomplish their mission and vision.

Synergy exists when the interaction of two or more activities creates a combine
effect greater than the sum of their individual effects.
Vision statement is a future-oriented declaration of the organization’s purpose a
aspirations.
Lack of source familiarity or credibility can derail communications, especia
when humor is involved.