Download - SFC
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Case Analysis of
SMITH FINANCIAL CORPORATION
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Analysis
First Impression
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YOU DON’T KNOW WHAT I KNOW
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Analysis
UNDERSTANDING THE AUDIENCE
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HEARING OR LISTENING
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COMMUNICATION & ETHICS
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PerceptionSelf in CommunicationMeanings & Message Barriers
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PERCEPTION
• The process by which you become aware of many stimuli impinging on your senses.– Self Fulfilling Prophecy: When you
make a prediction or formulate a belief that comes true because you made the prediction and acted on it as if were ture.
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SELF in Communication
• Who you are and how you percieve your self– Open Self– Blind Self– Unknown Self– Hidden Self– Self Esteem
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Meanings & Message Barriers• Polarization- refers to the tendency to look at the world in terms of
opposites and to describe it in extremes.
• Intensional orientation- Refers to the tendency to view people, objects and events in the way they are talked about and the way they are labeled.
• Bypassing- a pattern of misevaluation in which people fail to communicate their intended meanings.
• Allness-Refers to the tendency to assume that one knows all that there is to know, or that what has been said is all that there is to say.
• Indiscrimination occurs when you group unlike things together and assume that because they have the same label, they are all alike.
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HOW WE SHOULD GO ABOUT IT
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HOW WE SHOULD GO ABOUT IT
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BEWARE OF TRAPS• Optimism Trap - Not be aware of complexity & high failure rate thinking that
the necessity to change and the quality of the selected “solution” will remove barriers.
• Illusion of Control Trap- Forget that change has both intended/predictable and unintended/unpredictable consequences.
• Solution Vs People Orientation Trap- Underestimate the impact of ‘soft’ consequences.
• Single Perspective Trap- Not take into consideration the 3 different perspectives: ‘Change Strategists’ – ‘Change Agents’ and ‘Change Recipients’.
• Quick Win Trap- Forget that change initiatives are only successful if they are• sustainable too.• Individual Progress Blindness Trap- Not acknowledge that people need to
move through different Stages and will do it at a different pace.
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CASE QUESTIONS & ANSWERS• How well does Miller’s style and tone serve him in his Email
explanations of why Lotus Notes aren’t serving the company well? How would do it differently?
• How well does Miller communicate his goals for the future of data management at Smith Financial Corporation?
• How sensitive is Miller to the knowledge levels and concerns of his various audiences?
• Could you suggest a communication strategy that would have served Miller better?
• What does the case suggest about the problems that can arise in clashes between various corporate cultures?
• What role does personality play in communication? How can you, as Socrates recommended learn to “Know yourself” better?
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Questions From the Audience