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business communication essentials
Business And Administrative Communication 11th Edition Kitty Locker, Donna Kienzler - Solutions
6. What are standard business communication channels?(LO 2-3)
7. What kinds of electronic channels seem most useful to you? Why? (LO 2-3)
8. What are considerations to keep in mind when selecting channels? (LO 2-3)
9. What are 12 questions to ask when considering how to adapt your message to your audience? (LO 2-4)
10. What are four characteristics of good audience benefits? (LO 2-5)
11. What are three ways to identify and develop audience benefits? (LO 2-6)
12. What are considerations to keep in mind when addressing multiple audiences? (LO 2-7)
Reread the first sidebar in this chapter, “Audiences for a General,”1. Who would be Powell’s gatekeeper, primary, secondary, auxiliary, and watchdog audiences?
Reread the first sidebar in this chapter, “Audiences for a General,”2. What potential conflicts can you imagine among his audiences involving expectations for press conferences?
Like most major corporations, the U.S. Census Bureau has multiple, conflicting audiences, among them the president, Congress, press, state governments, citizens(both as providers and users of data), statisticians, and researchers.■ For the bureau, who might serve as gatekeeper, primary,
1. Your organization is thinking about developing a knowledge management system that requires workers to input their knowledge and experience in their job functions into the organizational database. What benefits could the knowledge management system offer your organization? What drawbacks are
2. New telephone software would efficiently replace your organization’s long-standing human phone operator who has been a perennial welcoming voice to incoming callers. What objections might people in your organization have to replacing the operator?What benefits might your organization
3. Your organization is thinking of outsourcing one of its primary products to a manufacturer in another country where the product can be made more costefficiently.What fears or objections might people have? What benefits might your organization receive? Who would be easiest to convince? Who would
“Tell me about yourself.”This may be the most popular opening question of job interviews, but it’s also a question that you’ll encounter in nearly any social situation when you meet someone new. Although the question may be the same, the answer you give will change based upon the rhetorical
Read about the Myers-Briggs Type Indicator on page 29. On the web, take one of the free tests similar to the Myers-Briggs. Read about your personality type and consider how accurate the description may be. Print your results.As your instructor directs,a. Share your results orally with a small group
Smart businesses want to know what their customers and clients are saying about their products and services.Many websites can help them do so.Check some of the common sites for customer comments.Here is a list to get you started:http://www.amazon.com http://www.angieslist.com
1. What do you think about the practice of companies giving perks such as free samples to bloggers to discuss their products? Does your opinion change according to the expense of the perk (free tissues versus tablet computers, for instance)? How can you tell if bloggers have been influenced by the
2. What do you think about the practice of law firms using social media to find plaintiffs? Is it any worse to use social media than print or TV ads? Why?Look at some of the sites provided by law firms.Try http://www.oil-rig-explosions.com/ ;http://www.consumerwarningnetwork.com/
3. What do you think about the practice of tracking consumers’ Internet surfing and selling the information to marketers? Does the tracking seem more intrusive when it is combined with off-line records such as shopping and credit card records?
4. What do you think about the practice of companies asking their employees to take health screenings and then giving them hundreds of dollars off their health insurance if they do so? What benefits do you see for employees? Drawbacks? Is this just a way to penalize employees who refuse by making
Assume your organization is considering reimbursing workers for tuition and fees for job-related courses.As director of education and training, you will present to company executives a review of pros and cons for the program. To prepare, you have composed a list of questions you know they may have.
Assume your organization is considering reimbursing workers for tuition and fees for job-related courses.As director of education and training, you will present to company executives a review of pros and cons for the program. To prepare, you have composed a list of questions you know they may have.
Your supervisor at a fitness center wants to increase the organization’s membership and has asked you to write a letter to the three primary population segments in your town: retirees, college students, and working professionals with families. Using the following fitness benefits your supervisor
What do your co-workers do? What hassles and challenges do they face? To what extent do their lives outside work affect their responses to work situations? What do your co-workers value? What are their pet peeves? How committed are they to organizational goals? How satisfying do they find their
Analyze the implied audiences of two web pages of two noncommercial organizations with the same purpose(combating hunger, improving health, influencing the political process, etc.). You could pick the home pages of the national organization and a local affiliate, or the home pages of two separate
Analyze the way a group you are part of uses language.Possible groups include 1. Work teams.2. Sports teams.3. Sororities, fraternities, and other social groups.4. Churches, mosques, synagogues, and temples.5. Geographic or ethnic groups.6. Groups of friends.Questions to ask include the
1. What are five ways to create you-attitude? (LO 3-1)
2. What are five ways to create positive emphasis?(LO 3-2)
3. How can you improve the tone of business messages? (LO 3-3)
4. What are different categories to keep in mind when you are trying to reduce bias in business messages?(LO 3-4)
5. What techniques can you use when you are trying to reduce bias in business messages? (LO 3-4)
Revise these sentences to improve you-attitude and positive emphasis. Eliminate any awkward phrasing. In some cases, you may need to add information to revise the sentence effectively.1. You’ll be happy to learn that the cost of tuition will not rise next year.2. Although I was only an intern and
Explain the source of bias in each of the following, and revise to remove the bias.1. Mr. Brady, Mr. Barnes, and the new intern, Jodi, will represent our company at the job fair.2. All sales associates and their wives are invited for cocktails.3. Although he is blind, Mr. Morin is an excellent
Explain the source of bias in each of the following, and revise to remove the bias.6. Please stop by and say “hi” to our new IT guy. Be very polite; he is oriental.7. I would prefer if you hired a female secretary;women are typically friendlier than men.8. Please do not use the side elevator,
This book gives examples of occasions when you-attitude is inappropriate. What are some other examples? Why are they inappropriate? How would you fix them?
A study by a law professor shows that credit card companies make offers to people fresh out of bankruptcy.In the study of 341 families, almost 100% received credit card offers within a year after completing bankruptcy proceedings, and 87% of those offers mentioned the bankruptcy proceedings. In
Women-only networking events for employees and clients are occurring at some companies. Including activities such as spa retreats, boutique shopping, and cooking demonstrations, they are organized by women who want to network with female clients in their own way—at least some of the time.How do
Revise this form letter to improve positive tone and youattitude(and to catch spelling and punctuation errors):Dear customer, We wish you a Happy New Year from Happy Catalog. Its been awhile since we heard from you. We have a special offer to welcome you back.Our customers are the focus of what we
Three days ago, one of your subordinates forwarded to everyone in the office a bit of e-mail humor he’d received from a friend. Titled “You know you’re Southern when . . . ,” the message poked fun at Southern speech, attitudes, and lifestyles. Today you get this message from your
You’re the director of corporate communications;the employee newsletter is produced by your office. Today you receive this e-mail message from Tonya Freira:Subject: Complaint The section on the back of the employee newsletter referred to Mindy Kelso and me as “the girls at the front desk.” We
Evaluate the portrayals of people in one of the following:■ Ads in one issue of a business magazine.■ A company’s annual report.■ A company’s web page.Do the visuals show people of both sexes and all races? Is there a sprinkling of people of various ages and physical conditions? What do
Some businesses make a practice of sending goodwill messages to some of their customers.Pick a business you patronize that might logically send some thank-you notes. Write a suitable note and design a tasteful visual for it. In a separate document, write an e-mail to your instructor explaining your
Some businesses make a practice of sending goodwill messages to some of their customers.Pick a business you patronize that might logically send some thank-you notes. Write a suitable note and design a tasteful visual for it. In a separate document, write an e-mail to your instructor explaining your
As they plan their college visits, many students begin by visiting university websites. Imagine you are a high school senior and a prospective student. Go to the “Prospective Students” part of your school’s website and read about housing, course offerings, and student life.Evaluate the
Li, an intern at All-Weather, a window manufacturer, has been asked to write a letter to a recent young customer asking him if some new engineers can tour his gallery to see the products in use. Here is his draft:Dear Mr. Mason, Executive Director, Iconic Art Gallery, St. Paul, MN You must be glad
Why ethics is so important in business communication.
LO 4-2 How corporate culture impacts the business environment.
LO 4-3 Why interpersonal communication is important.
LO 4-4 How to use your time more efficiently.
LO 4-5 What the trends in business communication are
1. What are some positive ethical efforts that are getting attention? (LO 4-1)
2. What are some ethical components of communication?(LO 4-1)
3. What are some elements of corporate culture? How do they affect business? (LO 4-2)
4. What are some ways to improve interpersonal communication? (LO 4-3)
5. What are some communication signals you might receive from specific body language cues? (LO 4-3)
6. What are some ways to manage your time more efficiently? (LO 4-4)
7. What are 12 trends in business communication?What do these trends mean for you? (LO 4-5)
8. What are some electronic privacy issues that could affect you at your workplace? (LO 4-5)
As companies demand ever more accurate audiences to whom they can pitch their products and services, the debate over online tracking versus privacy continues.1. Working in small groups, discuss some of the challenges you see to protecting your privacy on the Internet.■ Should companies be allowed
Pick three of the trends discussed in this chapter and explain how they have impacted business communications in an organization where you—or a friend or family member—have worked.As your instructor directs,a. Share your information in small groups.b. Present your group findings to your
Reread the ethics guidelines by Warren Buffett (“Warren Buffett on Ethics,” page 88) and Tony Hsieh (page 91).In small groups, apply them to some business ethics situations currently in the news or occurring in your discipline.■ How would the situations be handled by Buffett?Hsieh?■ Do you
Indicate whether you consider each of the following actions ethical, unethical, or a gray area. Which of the actions would you do? Which would you feel uncomfortable doing? Which would you refuse to do?Discuss your answers with a small group of classmates.In what ways did knowing you would share
Indicate whether you consider each of the following actions ethical, unethical, or a gray area. Which of the actions would you do? Which would you feel uncomfortable doing? Which would you refuse to do?Discuss your answers with a small group of classmates.In what ways did knowing you would share
New Oriental Education & Technology Group offers Chinese students intensive courses to prepare for SAT, GRE, and TOEFL exams. The object of the courses is to enable the students to achieve scores that will get them into American colleges and universities. The courses provide traditional prep help,
Reread the “Egg-semplary Ethics” sidebar, page 89. In small groups, discuss what you would have done in that situation.■ What aspects of the situation would have made you break the confidentiality agreement?■ What aspects of the case would make you keep quiet? ■ Apply the tests in Michael
Some businesses are deciding not to hire people with visible body art. Do you think such policies are allowable expressions of corporate culture, or are they a form of discrimination? Discuss your answers in small groups.
Go to Fortune ’s “100 Best Companies to Work For”website: http://money.cnn.com/magazines/fortune/best-companies/ .Look up six companies you find interesting. What are unique features of their corporate culture? What features seem to be common with many companies? Which features did you find
Go to a business on campus or in your community where you can observe customer service for a half hour. Make sure you observe at least three different kinds of service.■ Where did you go? Why?■ What categories of service did you observe?■ What examples of good service did you see?■ What
Choose one of your courses and make notes on nonverbal communications you see in the classroom.■ What are some dominant traits you see among the students?■ What are some interesting behaviors you see in individual students?■ Does the nonverbal communication differ from the beginning and end
Go to www.ted.com and search for “Body Language.”Watch the Ted Talk by social psychologist Amy Cuddy,“Your Body Language Shapes Who You Are.” After watching the video, break into small groups and discuss the following questions.■ When have you made a judgment about someone based upon that
Go to www.ted.com and search for “Body Language.”Watch the Ted Talk by social psychologist Amy Cuddy,“Your Body Language Shapes Who You Are.” After watching the video, break into small groups and discuss the following questions.■ Practice some power poses. Each person in your group should
Go to a location such as your campus or city library where you can watch people at work and rest. Spend a half hour observing examples of body language around you. Make sure your half hour includes examples of at least one group at work, individuals at work, and individuals relaxing.■ What
Go to a location such as your campus or city library where you can watch people at work and rest. Spend a half hour observing examples of body language around you. Make sure your half hour includes examples of at least one group at work, individuals at work, and individuals relaxing ■ Did you see
For two days, write down exactly how you spend your time. Be specific. Don’t just say “two hours studying.”Instead, write how long you spent on each item of study(e.g., 15 min. reviewing underlinings in sociology chapter, 20 min. reviewing class notes, an hour and 20 min. reading accounting
In an e-mail to your instructor, describe and analyze the business environment at an organization where you have worked. Use this chapter as a guide for content. What aspects of the environment did you like? Dislike? What aspects helped your job performance? What aspects hindered your job
In this exercise, you are going to participate in a networking event, an abbreviated “talk and walk.”To prepare for the event,■ Create business cards for yourself, using a computer application of your choice.■ List people in your class whom you would like to meet (give a visual description
1. What are some techniques of good writers? Which ones do you use regularly? (LO 5-1–3)
2. What are ways to get ideas for a specific communication?(LO 5-1)
3. What activities are part of the composing process?Which one should you be doing more often or more carefully in your writing? (LO 5-1)
4. What are some half-truths about style? (LO 5-2)
5. What are some ways you can make your sentences more effective? (LO 5-2)
6. What are some ways you can make your paragraphs more effective? (LO 5-2)
7. How can you adapt good style to organization preferences?(LO 5-2)
8. How do revising, editing, and proofreading differ?Which one do you personally need to do more carefully?(LO 5-3)
9. How can you get better feedback on your writing?(LO 5-3)
1. Eliminate words that say nothing. You may use different words.a. There are many businesses that are active in community and service work.b. The purchase of another computer for the claims department will allow us to produce form letters quickly. In addition, return on investment could be
2. Combine sentences to show how ideas are related and to eliminate unnecessary words.a. Some customers are profitable for companies.Other customers actually cost the company money.b. If you are unable to come to the session on HMOs, please call the human resources office.You will be able to
Revise following sentences to create parallelism. 1. The orientation session will cover the following information:■ Company culture will be discussed.■ How to use the equipment.■ You will get an overview of key customers’needs
Revise following sentences to create parallelism. 2. Five criteria for a good web page are content that serves the various audiences, attention to details, and originality. It is also important to have effective organization and navigation devices. Finally, provide attention to details such as
Revise following sentences to create parallelism. 3. When you leave a voice mail message,■ Summarize your main point in a sentence or two.■ The name and phone number should be given slowly and distinctly.■ The speaker should give enough information so that the recipient can act on the
Dana Shomacher, an enthusiastic new hire of six months at Bear Foods, wants Stan Smith, regional head of HR at the grocery chain, to allow her to organize and publicize a food drive for Coastal Food Pantry. Revise, edit, and proof her e-mail.Hey Stan, I have this great idea for great publicity for
For this exercise, you will electronically exchange a document with one of your classmates. With the Track Changes feature turned on, you will review each other’s documents, make comments or ask questions, insert additions, and make deletions to improve the writing, and then revise your work
1. Go to http://www.plainlanguage.gov and read some of the examples of good and bad business writing. Pick one example to discuss in your small group. What changes were made? Did all the changes work for you? Would you have written anything differently? Explain.Read the “technical” version of
2. Look at some of the plain language guidelines for some of the agencies listed at http://www.plainlanguage.gov/plLaw/fedGovt/index.cfm .■ Work in small groups, with each group checking the adaptations of a different agency. Report back to the class. As a class, discuss how different agencies
When college admissions officers review applications, part of the information they consider is the personal essay. Now students are getting help on those essays.A thriving industry has grown up around the college essay. Numerous books, websites, and training seminars have been developed to help
Figure 5.2 provides excerpts from Warren Buffett’s annual letter to his stockholders. The complete letter is found at Warren Buffett, “Letters 2012,” Berkshire Hathaway Inc., http://www.berkshirehathaway.com/letters/2012ltr.pdf . Answer these questions about the letter:1. How many people are
Use the guidelines in this chapter to evaluate each of the following page designs. What are their strong points? What could be improved?As your instructor directs,a. Discuss the design elements you see on these sample pages with a small group of classmates.b. Write an e-mail to your instructor
Reorganize the items in each of the following lists, using appropriate headings. Use bulleted or numbered lists as appropriate.a. Rules and Procedures for a Tuition Reimbursement Plan 1. You are eligible to be reimbursed if you have been a full-time employee for at least three months.2. You must
All-Weather, Inc., invited applications for the position of sales representative (Residential Sales). To be based in Nebraska, this person will be mainly responsible for sales of All-Weather’s vinyl windows in local markets, including single- and double-hung windows and casement windows. The job
In Chapter 12, Exercise 12.13, you critiqued the résuméof Jennifer Stanton. Below is her cover letter. Using the information about Jennifer from Exercise 12.13, redo her letter to improve it. Then write an e-mail to your instructor discussing the strengths and weaknesses of the letter and
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