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business communication process
Busin.ess Communi.cation Essentials 5.th Cana.dian Edition Cou.rtland Bov.ee - Solutions
3-41. You want to collect a large amount from a customer whose account is seriously past due.
3-40. You want to collect a small amount from a regular customer whose account is slightly past due.
3-39. You want to be granted a business loan.
3-38. You want to be hired for a job.
3-37. You want your boss to approve your plan for hiring two new people.
3-36. A letter with a final request to settle a delinquent debt?
3-35. An internal blog post explaining that because of high airconditioning costs, the plant temperature will be held at 22 degrees during the summer
3-34. An email message turning down a job applicant
3-33. A letter from a recent college graduate requesting a letter of recommendation from a former instructor
3-32. An email message to a car dealer, asking about the availability of a specific make and model of car
3-31. Was the sender’s purpose realistic?
3-30. Did the sender choose an appropriate medium for the message?
3-29. Was the message well timed?
3-28. Specific purpose:
3-27. General purpose:
3-26. Was the sender’s purpose realistic?
3-25. Did the sender choose an appropriate medium for the message?
3-24. Was the message well timed?
3-23. Specific purpose:
3-22. General purpose:
3-21. A request (to the seller) for a price adjustment on a piano that incurred $150 in damage during delivery to a banquet room in the hotel you manage?
3-20. A cover letter sent along with your résumé to a potential employer
3-19. A letter to the property management company responsible for maintaining your office building complaining about persistent problems with the heating and air conditioning
3-18. An advertisement for peanut butter?
3-17. A final-notice collection letter from an appliance manufacturer to an appliance dealer, sent 10 days before initiation of legal collection procedures
3-16. A wiki entry for your office colleagues about the best ways to find information in the company’s knowledge management system?
3-15. A phone call to a supplier to check on an overdue parts shipment
3-14. An email message to employees about the office’s high water bills
3-13. A blog post to customers and the news media about your company’s plans to acquire a competitor
3-12. A report to your boss, the store manager, about the outdated items in the warehouse
3-11. Would you use a direct or an indirect approach to ask employees to work overtime to meet an important deadline?Explain. [LO-5]
3-10. How might the inability to view an entire document at once on a mobile screen hinder a reader’s ability to grasp the full meaning of the message? [LO-4]
3-9. You are organizing an exploratory in-person meeting with engineering representatives from a dozen manufacturers around the world to discuss updates to a technical standard that all the companies’ products must adhere to. The representatives have a wide range of firmly held opinions on the
3-8. A day after sending an email to all 1800 employees in your company regarding income tax implications of the company’s retirement plan, you discover that one of the sources you relied on for your information plagiarized from other sources. You quickly double-check all the information in your
3-7. What is the difference between the topic of a message and its main idea? [LO-5]
3-6. In what circumstances would it be better to send a printed letter rather than a digital message? [LO-4]
3-5. Why are in-person conversations considered a rich medium? [LO-4]
3-4. What are the three attributes of quality information? [LO3]
3-3. What do you need to know in order to develop an audience profile? [LO-2]
3-2. What are the benefits of planning your messages carefully, particularly longer and more complex messages? [LO-1]
3-1. What are the three steps in the writing process? [LO-1]
5. Explain why good organization is important to both you and your audience and explain how to organize any business message.
4. Identify the six basic combinations of media and channels and highlight the unique challenges of communication on mobile devices.
3. Describe the techniques for gathering information for simple messages and identify three attributes of quality information.
2. Explain what it means to analyze the situation when planning a message.
1. Describe the three-step writing process and explain why it will help you create better messages in less time.
3. Based on the results of your examination (and assuming that money is no object), make a recommendation to your boss to either purchase or not purchase the equipment.
2. Make a list of videoconferencing’s advantages and disadvantages and how it would be used at Morris &McWhinney.
1. Summarize your own opinion about whether videoconferencing is appropriate for meetings that your firm conducts. Are there any meetings that would not be right for videoconferencing?
2-29. COLLABORATION: PLANNING MEETINGS; MEDIA SKILLS: EMAIL SKILLS [LO-3] You’ve probably worked as a volunteer on a committee or with team members for class assignments. You know how hard it is to get a diverse group of individuals together for a productive meeting. Maybe you’ve tried
2-28. COLLABORATION: USING MEETING TECHNOLOGY[LO-3] Hold a 10-minute (or longer) conversation with someone you know using Skype, Face time, or a similar livevideo-chat technology. Write a reflection about your experience and send it to your instructor in an email message. In your reflection,
2-27. NONVERBAL COMMUNICATION: SELFASSESSMENT [LO-5] What type of persona do you want to have in the workplace? What nonverbal signals can you send to create this persona? In meetings, others form an impression about your work abilities. How can you ensure that you come across as confident,
2-26. COMMUNICATION ETIQUETTE: ONLINE ETIQUETTE; MEDIA SKILLS: USING SOCIAL MEDIA [LO6] Many celebrities are successful brands managing their careers and businesses can learn from successful celebrities, too, particularly when it comes to building communities online using social media. For
2-25. COMMUNICATION ETIQUETTE: ETIQUETTE IN THE WORKPLACE [LO-6] As the regional manager of an international accounting firm, you place high priority on professional etiquette. Not only does it communicate respect to your clients, it also instills confidence in your firm by showing that you and
2-24. COMMUNICATION ETIQUETTE: ONLINE ETIQUETTE; MEDIA SKILLS: WRITING BLOG POSTS [LO6] Between the immediate nature of digital communication and the ability for people to disguise their identity by using screen names, online discussions sometimes get nasty. Posting rude comments or vicious product
2-23. COMMUNICATION ETIQUETTE: TELEPHONE SKILLS[LO-6] Late on a Friday afternoon, you learn that the facilities department is going to move you—and your computer, your desk, and all your files—to another office first thing Monday morning. However, you have an important client meeting scheduled
2-22. NONVERBAL COMMUNICATION: ANALYZING NONVERBAL SIGNALS [LO-5] Describe what the following gestures or postures suggest when someone exhibits them during a conversation. How did you reach your conclusions about each nonverbal signal? How do such signals influence your interpretation of spoken
2-21. NONVERBAL COMMUNICATION: ANALYZING NONVERBAL SIGNALS [LO-5] Select a piece of mail, from any company, that you received at work or at home. Analyze its appearance. What nonverbal messages does this piece send?Are these messages consistent with the content of the mailing?If not, what could the
2-20. INTERPERSONAL COMMUNICATION: LISTENING TO EMPATHIZE [LO-4] Think back over conversations you have had with friends, family members, co-workers, or classmates in the past week. Select a conversation in which the other person wanted to talk about something that was troubling him or her—a bad
2-19. INTERPERSONAL COMMUNICATION: LISTENING ACTIVELY [LO-4] For the next several days, take notes on your listening performance during at least a half-dozen situations in class, during social activities, and at work, if applicable.Referring to the traits of effective listeners in Table 2.2 , rate
c. Compare the notes you took during the meeting with those of your classmate. What differences do you notice? How do you account for these differences?
b. How well did the individual participants listen? How could you tell?
a. What is your evaluation of this meeting? In your answer, consider (1) the leader’s ability to clearly state the meeting’s goals, (2) the leader’s ability to engage members in a meaningful discussion, and (3) the group’s listening skills.
2-18. COLLABORATION: PARTICIPATING IN MEETINGS[LO-3] With a classmate, attend a local community or campus meeting where you can observe group discussion. Take notes individually during the meeting and then work together to answer the following questions. Submit your conclusions in an email message
2-17. COLLABORATION: PLANNING MEETINGS; MEDIA SKILLS: PRESENTATIONS [LO-3] A project leader has made notes about covering the items listed below at the quarterly budget meeting. Prepare an agenda by putting these items into a logical order and rewriting them, where necessary, to give phrases a more
2-16. COLLABORATION: COLLABORATING ON WRITING PROJECTS; MEDIA SKILLS: BLOGGING [LO-2] In this project, you will conduct research on your own and then merge your results with those of the rest of your team. Search Twitter for messages on the subject of workplace safety.Compile at least five general
2-15. COLLABORATION: USING COLLABORATION TECHNOLOGIES [LO-2] In a team assigned by your instructor, use Zoho (www.zoho.com; free for personal use) or a comparable system to collaborate on a set of directions that out-of-town visitors could use to reach a specific point on your campus, such as the
2-14. NEGOTIATION AND CONFLICT RESOLUTION:RESOLVING CONFLICTS; COMMUNICATION ETHICS:PROVIDING ETHICAL LEADERSHIP [LO-1], Chapter 1 During team meetings, one member constantly calls for votes or decisions before all the members have voiced their views. As the leader, you asked this member privately
2-13. COLLABORATION: WORKING IN TEAMS [LO-1] In teams assigned by your instructor, prepare a 10-minute presentation on the potential advantages or disadvantages of using social media for business communication (choose one).When the presentation is ready, discuss in your team how effective the team
2-12. You’re giving your first major presentation at your new job and you notice at least half the people in the small conference room are looking at their mobile devices more than they are looking at you. How should you handle the situation?[LO-6]
2-11. Why do you think people are more likely to engage in rude behaviours during online communication than during inperson communication? [LO-6]
2-10. Several members of your sales team are protesting the company’s “business casual” dress code, claiming that dressing nicely makes them feel awkward and overly formal in front of customers. You have to admit that most of the company’s customers dress like they’ve just walked in from
2-9. How can nonverbal communication help you run a meeting? How can it help you call a meeting to order, emphasize important topics, show approval, express reservations, regulate the flow of conversation, and invite a colleague to continue with a comment? [LO-3] and [LO-5]
2-8. You head up the interdepartmental design review team for a manufacturer of high-performance motorcycles and things are not going well at the moment. The design engineers and marketing strategists keep arguing about which should be a higher priority, performance or aesthetics, and the
2-7. How do your mobile phone habits demonstrate your sensitivity to business etiquette? [LO-6]
2-6. What are the six main categories of nonverbal signals?[LO-5]
2-5. What are the three main types of active listening? [LO-4]
2-4. Why should you adapt your listening techniques for various business situations? [LO-4]
2-3. How does an agenda help make a meeting more successful? [LO-3]
2-2. What is groupthink and how can it affect an organization?[LO-1]
2-1. What are six characteristics of effective teams? [LO-1]
6. Explain the importance of business etiquette and identify three key areas in which good etiquette is essential.A shared sense of purpose and compatible values A clear and challenging goal A belief in the value of the team’s efforts A well-balanced mix of people who can provide the insights and
5. Explain the importance of nonverbal communication and identify six major categories of nonverbal expression.
4. Identify the major types of listening, describe the listening process, and explain how good listeners overcome barriers at each stage of the process.
3. List the key steps needed to ensure productive team meetings and identify the most common meeting technologies.
2. Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback.
1. List the advantages and disadvantages of working in teams and describe the characteristics of effective teams.
3. What are some examples of cultural gift-giving taboos?
2. Every culture has its own business protocol. What should you know about a culture’s business protocol before you do business within that culture?
1. Why should you avoid humour when communicating with people of a different culture?
4. You’ve finally closed the deal, after exhausting both your patience and your company’s travel budget. Now, two weeks later, your Chinese customers are asking for special considerations that change the terms of the agreement. How could they do this? Why are they doing it? And, most important,
3. Your meeting went better than you’d ever expected. In fact, you found the Japanese representative for your new advertising agency to be very agreeable; she said yes to just about everything. When you share your enthusiasm with your boss, he doesn’t appear very excited. Why?
2. You finally made the long trip overseas to meet the new German director of your division. Despite slow traffic, you arrive only four minutes late. His door is shut, so you knock on it and walk in. The chair is too far away from the desk, so you pick it up and move it closer. Then you lean over
1. You’re tired of the discussion and you want to move on to a new topic. You ask your Australian business associate,“Can we table this for a while?” To your dismay, your colleague keeps right on discussing just what you want to put aside. Are Australians that inconsiderate?
1.32 TECHNOLOGY: USING COMMUNICATION TOOLS[LO-7] Find a free online communication service that you have no experience using as a content creator or contributor.Services to consider include blogging (such as Blogger), microblogging (such as Twitter), community Q&A sites (such as Yahoo! Answers), and
1.31 INTERCULTURAL COMMUNICATION:RECOGNIZING DIFFERENCES, COLLABORATION [LO-6], Chapter 2 Part One Work in a group of three. Each group member should research one of the following generations: Generation Y/Millennials, Generation X, and Baby Boomers.Have each group member summarize facts about the
1.30 INTERCULTURAL COMMUNICATION:RECOGNIZING CULTURAL VARIATIONS [LO-6]Differences in gender, age, and physical and cognitive abilities contribute to the diversity of today’s workforce. Working with a classmate, role-play a conversation in which:a. A woman is being interviewed for a job by a male
1.29 INTERCULTURAL COMMUNICATION:RECOGNIZING CULTURAL VARIATIONS [LO-6] Choose a specific country or First Nations culture in Canada that you are not familiar with. Research the culture and write a one-page report outlining what a Canadian businessperson would need to know about concepts of
1.28 INTERCULTURAL COMMUNICATION:RECOGNIZING CULTURAL VARIATIONS;2 Working with two other students, prepare a list of 10 examples of slang (in your own language) that would probably be misinterpreted or misunderstood during a business conversation with someone from another culture. Next to each
1.27 INTERCULTURAL COMMUNICATION:RECOGNIZING CULTURAL VARIATIONS [LO-6] Your company represents a Canadian toy company that is negotiating to buy miniature truck wheels from a manufacturer in Osaka, Japan. In the first meeting, your boss explains that your company expects to control the design of
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