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business communication
Business Communication Process and Product 6th Edition Mary Ellen Guffey - Solutions
When groups or teams meet, what are seven ground rules they should begin with?
List five behaviors you consider most important in participating actively in organizational meetings.
How is videoconferencing different from Web conferencing?
What are blogs and wikis, how do they differ, and why are they valuable to collaborators?
According to experts, we ignore, forget, distort, or misunderstand 75 percent of everything we hear. Why are we such poor listeners?
What are ten techniques for improving workplace listening? Be prepared to describe each.
List five functions of nonverbal communication. Provide an original example of each.
List ten techniques for improving nonverbal communication skills in the workplace. Be prepared to discuss each.
Compare and contrast examples of professional and unprofessional behavior in regard to workplace speech habits and e-mail.
What five specific behaviors do you think would be most important in giving you an etiquette edge in your business career?
Evaluate the following statement: “Technical proficiency has never been enough for professionals to grow beyond the staff level. Do you agree or disagree, and why?
Compare and contrast the advantages and disadvantages of using teams in today’s workplace.
Why do executives and managers spend more time listening than do workers?
What arguments could you give for or against the idea that body language is a science with principles that can be interpreted accurately by specialists?
Ethical Issue: Tim, a member of your workplace team, talks too much, hogs the limelight, and frequently strays from the target topic. In an important meeting he announces, “Hey, I want you all to listen up. I’ve got this cool new idea, and you’re gonna love it!” Is it unethical for you to
Soft Skills: Checking Job Ads What soft skills do employers request when they list job openings in your field?Your Task. Check job listings in your field at an online job board. Visit a job board such as Monster, College Recruiter, Career Builder, or Yahoo Top Jobs. Follow the instructions to
Going It Alone or Making It a Team Effort at Timberland He introduces himself as a New Hampshire bootmaker, but Timberland CEO Jeffrey B. Swartz is much more. Although he heads a fastrising company that produces boots and sportswear, he is strongly committed to civic responsibility and employee
Reaching Group Decisions: Which Method?Your Task. In small groups decide which decision strategy is best for the following situations:a. Company employees numbering 900 or more must decide whether to adopt a floating holiday plan proposed by management or stay with the current plan. An up-or-down
Resolving Workplace Conflicts: Apply a Plan Although conflict is a normal part of every workplace, if unresolved, it can create hard feelings and reduce productivity.Your Task. Analyze the following scenarios. In teams, discuss each scenario and apply the six-step procedure for dealing with
Groupthink: Are We a Bit Overeager? You are a member of the Community Service Committee, which is part of the Business Newcomers Club in your town. Your committee must decide what local cause to support with funds earned at the Newcomers’ annual celebrity auction. Matt, the committee chair,
Lessons in Teamwork: What We Can Learn From Geese When geese fly in formation, we can’t help but look up and marvel at their beauty. But their behavior also represents successful teamwork patterns that have evolved over the ages.Your Task. In small groups discuss what teamwork lesson might be
Evaluating Meetings: Effective or Ineffective? Now that you have studied how to plan and participate in productive meetings, you should be able to judge whether meetings are successful and why. Your Task. Attend a structured meeting of a college, social, business, or other organization. Compare the
Blogging: Enhancing Team Communication Companies, including McDonald’s, are using blogs to improve internal communications with employees. “Blogs are a way to bring knowledge together,” said Dave Weick, chief information officer at McDonald’s, who distributes blog access to thousands of
Blogging: Establishing Ethical Guidelines Many corporations encourage their employees to participate in external blogs to connect with customers and industry partners, develop relationships with potential customers, and build teamwork among employees. Sun Microsystems, which has a publicly
Rating Your Listening Skills You can learn whether your listening skills are excellent or deficient by completing a brief quiz.Your Task. Take “Dr. Guffey’s Listening Quiz” at www.meguffey .com. What two listening behaviors do you think you need to work on the most?
Listening: Skills Required in Different Careers Do the listening skills and behaviors of individuals differ depending on their careers?Your Task. Your instructor will divide you into teams and give each team a role to discuss, such as business executive, teacher, physician, police officer,
Listening: Tips for Active Involvement “Just because you’re talking doesn’t mean I’m listening,” asserted communication consultant Harvey McChesney III. You decide to use his quotation as the opening in a talk about active listening that you must give before your Toastmasters group.Your
Nonverbal Communication: Recognizing Functions Most of us use nonverbal cues and react to them unconsciously. We seldom think about the functions they serve.Your Task. To become more aware of the functions of nonverbal communication, keep a log for one week. Observe how nonverbal communication is
Nonverbal Communication: How to Be More Influential Assume you’ve just been hired into a prestigious job and you want to make a good impression. You also want very much to become influential in the organization.Your Task. When you attend meetings, what nonverbal behaviors and signals can you send
Nonverbal Communication: Body Language Your Task. What attitudes do the following body movements suggest to you? Do these movements always mean the same thing? What part does context play in your interpretations?a. Whistling, wringing handsb. Bowed posture, twiddling thumbsc. Steepled hands,
Verbal vs. Nonverbal Signals To show the power of nonverbal cues, the president of a large East Coast consulting company uses the following demonstration with new employees. Raising his right hand, he touches his pointer finger to his thumb to form a circle. Then he asks new employees in the
Body Art: An Angel on Her Arm at Work Nearly 30 percent of American adults now display one or more tattoos, according to a report of the American Academy of Dermatology. However, many people still consider body art edgy or rebellious.Your Task. Your friend and fellow office worker Avalon proudly
Nonverbal Communication: Defining “Business Casual” Although many business organizations are adopting business casual dress, most people cannot define the term. Your boss asks your internship team to use the Web to find out exactly what “business casual” means.Your Task. Using a good search
Nonverbal Communication Around the World Gestures play an important role when people communicate. Because culture shapes the meaning of gestures, miscommunication and misunderstanding can easily result in international situations.Your Task. Use the Web to research the meanings of selected gestures.
Why are domestic companies such as Wal-Mart expanding into overseas markets, and what developments have made such globalization possible?
Why is geographical location virtually irrelevant for many activities and services today?
What is culture and how is culture learned?
Describe five major dimensions of culture.
Briefly, contrast high- and low-context cultures.
How do the words backward, advanced, primitive, and sophisticated relate to ethnocentrism?
How is a stereotype different from a prototype?
When interacting with people who do not use your language, why is it important to learn the words for please, yes, and thank you rather than relying on gestures?
Name three processes that are effective in achieving competence in dealing with nonverbal messages in other cultures.
Describe five specific ways you can improve oral communication with someone who speaks another language.
Describe five specific ways you can improve written communication with someone who speaks another language.
Why do major companies today hire ethics trainers and create codes of ethics?
List seven techniques for making ethical decisions across borders.
Name three groups that benefit from workforce diversity and explain why.
Describe six tips for improving communication among diverse workplace audiences.
English is becoming the world’s business language because the United States is a dominant military and trading force. Why should Americans bother to learn about other cultures?
Cultural expert John Engle complained that his American students resist references to cultural generalizations. He asserted, “Thoughtful generalizations are the heart of intercultural communication, allowing us to discuss meaningfully the complex web of forces acting upon individuals that we call
You can’t be a hamburger kind of guy and expect to get along in most cultures,” said Frank Brown, a former U.S. business executive and current dean of an international business school south of Paris.69 What does this statement mean? Do you agree?
Some economists and management scholars argue that statements such as “diversity is an economic asset” or “diversity is a new strategic imperative” are unproved and perhaps unprovable assertions. Should social responsibility or market forces determine whether an organization strives to
Aylwin B. Lewis, CEO of Sears Holdings (featured in the Chapter 1 case study), downplays the significance of becoming one of the highest-ranking African Americans in corporate America. When asked about his feelings toward his position, he said, “The notion that I could have a job like this shows
Ethical Issue: In many countries government officials are not well paid, and “tips” (called “bribes” in the United States) are a way of compensating them. If such payments are not considered wrong in those countries, should you pay them as a means of accomplishing your business?
Global Interactions: What We Can Learn When Things Go Wrong As business organizations become increasingly global in their structure and marketing, they face communication problems resulting from cultural misunderstandings.Your Task. Based on what you have learned in this chapter, describe several
Learning to Cope With International Time Assume you are a virtual assistant working from your home. As part of your job, you schedule webcasts, online chats, and teleconference calls for businesspeople who are conducting business around the world.Your Task. To broaden your knowledge of time zones,
Cross-Cultural Gap at Resort Hotel in Thailand The Laguna Beach Resort Hotel in Phuket, Thailand, nestled between a tropical lagoon and the sparkling Andaman Sea, is one of the most beautiful resorts in the world. (You can take a virtual tour by using Google and searching for Laguna Beach Resort
From Waterloo, Wisconsin, Trek Bicycles Goes Global In winning his sixth Tour de France, the world’s most grueling bicycle race, Lance Armstrong brought international prestige to Waterloo, Wisconsin. That is the home of Trek Bicycle, manufacturer of the super-lightweight carbon bikes Armstrong
Interpreting Intercultural Proverbs Proverbs, which tell truths with metaphors and simplicity, often reveal fundamental values held by a culture.Your Task. Discuss the following proverbs and explain how they relate to some of the cultural values you studied in this chapter. What additional proverbs
Negotiating Traps Businesspeople often have difficulty reaching agreement on the terms of contracts, proposals, and anything that involves bargaining. They have even more difficulty when the negotiators are from different cultures.Your Task. Discuss the causes and implications of the following
Hearing Greetings in Other Countries When meeting people from other countries, you will feel more comfortable if you know the greeting procedure and recognize how the greeting sounds.Your Task. Visit the Aquent site at www businessoftouch.com. (If this URL doesn’t work, use Google to search for
Analyzing a Problem International Letter American writers sometimes forget that people in other countries, even if they understand English, are not aware of the meanings of certain words and phrases. Your Task. Study the following letter78 to be sent by a U.S. firm to a potential supplier in
Talking Turkey: Avoiding Ambiguous ExpressionsWhen a German firm received a message from an American firm saying that it was “time to talk turkey,” it was puzzled but decided to reply in Turkish, as requested.Your Task. Assume you are a businessperson engaged in exporting and importing. As
Baksheesh, Mordida, and Kumshah: Making Grease Payments Abroad In the Middle East, bribes are called baksheesh. In Mexico, they are mordida; and in Southeast Asia, kumshah. Although it takes place in many parts of the world, bribery is not officially sanctioned by any country. In the United States
Investigating Gifts, Gratuities, and Entertainment Limits You are one of a group of interns at a large company. As part of your training, your director asks your team to investigate the codes of conduct of other companies. In particular, the manager asks you to find comparison information on gifts,
Diversity Role-Playing: Hey, We’re All Clones! Reebok International, the athletic footwear and apparel company, swelled from a $12-million-a-year company to a $3 billion footwear powerhouse in less than a decade. “When we were growing very, very fast, all we did was bring another friend into
Locating Diversity Training Consultants Management thought it was doing the right thing in diversifying its staff. But now signs of friction are appearing. Staff meetings are longer, and conflicts have arisen in solving problems. Some of the new people say they aren’t taken seriously and that
Consumer: Could You Become a Victim to Cross-Border Fraud? Exciting advancements in trade and technology have given consumers unprecedented access to new products, services, information, and markets. But they have also exposed large numbers of consumers to scams and fraud. Pyramid and lottery
In what ways is business writing different from academic writing?
Describe the components in each stage of the 3-x-3 writing process.
Approximately how much time is spent in each phase of the writing process?
What are the advantages and disadvantages of team-written documents?
List five factors to consider when selecting a communication channel.
Why should you visualize or profile your audience before composing a message?
What is meant by “audience benefits”?
When is the “you” view appropriate, and when is it inappropriate?
What is bias-free language? Give original examples.
Name replacements for the following gender-biased terms: waitress, stewardess, foreman.
Revise the following expression to show more courtesy: For the last time, I’m warning all staff members that they must use virus-protection software—or else!
What is jargon, and when is it appropriate for business writing?
What’s wrong with using words such as commence, mandate, and interrogate?
Under copyright law, what does fair use mean?
What kinds of works are protected by copyright laws?
Business communicators are encouraged to profile or visualize the audience for their messages. How is this possible if you don’t really know the people who will receive a sales letter or who will hear your business presentation?
If adapting your tone to the receiving audience and developing audience benefits are so important, why do we see so much writing that does not reflect these suggestions?
Document for Analysis: Weak Internal MemoYour Task. Study the following memo, which is based on an actual document sent to employees. How can you apply what you learned in this chapter to improving this memo? Revise the memo to make it more courteous, positive, and precise. Focus on developing the
Selecting Communication Channels Your Task. Using Figure, suggest the best communication channels for the following messages. Assume that all channels shown are available. Be prepared to explain your choices.a. You want to know what team members are available immediately for quick teleconference
Analyzing Audiences Your Task. Using the questions in Figure 4.4, write a brief analysis of the audience for each of the following communication tasks. a. A cover letter for a job that you saw advertised in a local newspaper. You are confident that your qualifications match the job description.b.
Copyright Confusion: Myths and Facts Your Task. You overheard the following statements as a group of college students discussed copyright issues. Which of these statements do you think are true and which are false?a. If it doesn’t have a copyright notice, it’s not copyrighted.b. If I don’t
Audience Benefits and the “You” View Your Task. Revise the following sentences to emphasize the audience’s perspective and the “you” view.a. We regret to announce that the bookstore will distribute free iPods only to students in classes in which the instructor has requested these devices
Bias-Free Language Your Task. Revise the following sentences to reduce gender, racial, ethnic, age, and disability stereotypes.a. Every employee must wear his photo ID on the job.b. Media Moguls hired Sheena Love, an African American, for the position of project manager.c. A skilled assistant
Conversational but Professional Your Task. Revise the following statements to make the tone conversational yet professional.a. As per your recent request, the undersigned is happy to inform you that we are sending you forthwith the brochures you requested.b. Pursuant to your letter of the 12th,
Positive and Courteous Expression Your Task. Revise the following statements to make them more positive.a. It is impossible for the contractor to complete the footings until the soil is no longer soggy.b. We must withhold authorizing payment of your consultant’s fees because the Legal Committee
Familiar Words Your Task. Revise the following sentences to avoid unfamiliar words. a. The salary we are offering is commensurate with other managers’ remuneration.b. To expedite ratification of this agreement, we urge you to vote in the affirmative.c. In a dialogue with the manager, I learned
Precise Words Your Task. From the choices in parentheses, select the most precise, vigorous words.a. When replying to e-mail, (bring in, include, put) enough of the old message for (someone, the person, the recipient) to recognize the original note.b. For a (hard, long, complicated) e-mail message,
Legal Language Your Task. To avoid possible litigation, revise the italicized words in the following sentences taken from proposals.a. We have inspected the hydraulic system and will send a complete report.b. Our goal is to assure completion of the project on schedule.c. We will determine the
Communicating Mortgage Information: Tired of Paying Rent Your best friends, Nadia and Mark, are definitely tired of paying rent. One Sunday they saw an “Open House” sign and stopped to see the home that was for sale. They fell in love with the red brick home, but they quickly realized that
What are the three main activities involved in the second phase of the 3-x-3 writing process?
What are four primary methods used for conducting formal research?
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