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business
business communication process
Business And Professional Communication KEYS For Workplace Excellence 4th Edition Kelly Quintanilla Miller, Shawn T. Wahl - Solutions
Work through a personal example—something you either encountered in the past or are presently experiencing—to help you make sense of the KEYS process. Does it help you get more familiar with the situation? Are there changes you need to make considering this particular situation?
Visit a website that defines internet slang and/or emojis (e.g., InternetSlang.com, UrbanDictionary.com). How often do you use internet slang in your online (and professional) communication? List several types of slang or acronyms you were previously unfamiliar with.
Observe a social gathering, and compare and contrast the nonverbal displays present versus what you would see in a business or professional setting. Are there significant nonverbal communication differences when people are relaxing or at work? List several examples that support or refute this claim.
Watch any video of your choosing that features someone giving a speech or presentation to a group of people. In what ways does the speaker blend verbal and nonverbal communication? Write a brief statement describing how nonverbal cues can both enhance and hurt verbal communication.
Define verbal and nonverbal communication.
Explain the difference between regulative rules and constitutive rules.
___________ refers to how people use their voices to communicate and express themselves.
The impact of space on communication, or how people create and use space and distance, is known as ___________.
The constructed or natural surroundings that influence your communicative decisions, attitude, and mood refer to ___________.
List and briefly describe the six different perceptions of environment.
The general term for the study of human movement, gestures, and posture is ___________.
Identify the four facial management techniques that determine the appropriate facial response for a given situation.
What two rules guide communication? Why is appropriateness important when communicating? Share an example of a time when you experienced inappropriate communication. Who was the communicator? Why was it inappropriate?
Ethical consideration: In a workplace, when, if ever, is it appropriate to verbally communicate something that is not true? Does this apply to your personal relationships?Ask three people this same question, and note their responses.
What are the principles of nonverbal communication? Discuss at least two nonverbal communication codes. Which codes discussed in this chapter are the most important to you as a professional?
Name three reasons why nonverbal communication is important. Work through a personal example of a time when you needed to improve your verbal or nonverbal communication. What changes would you have made in the situation?
Step back and reflect on a time when you received criticism at work or school. How did you respond verbally? How did you respond nonverbally? How did the environment contribute to your communication?
Visit the Dick’s Sporting Goods website and look at the company’s customer reviews and feedback. Do you believe Dick’s does an effective job of listening to its customer base? Are there any improvements you would recommend to make the company a more effective listener?
Think about the ways you use the internet and social media to gain knowledge about businesses and products. How important is peer and customer feedback to you in your own purchasing decisions? Write about a time you used either word-of-mouth or online reviews to reach a purchasing decision.
Identify a movie or television show in which a character engages in poor listening techniques. What nonverbal cues does he or she give off that show a lack of interest? What critical listening skills could be used to improve the communication in the given situation?
Define hearing versus listening.
Explain the difference between external noise and internal noise.
Technical words used by specialized groups are known as _____________.
_____________ is any assumption we make or attitude we have about a person, an issue, or a topic before we have heard all the facts.
_____________ are interested in demonstrating concern for others’ emotions and interests, finding common ground, and responding.
Identify the different components of the HURIE R model.
_____________ occurs when a speaker includes too many details in a message, making it difficult for the listener to comprehend.
_____________ listening asks you to evaluate the information being sent.
What is the difference between hearing and listening, and why does it matter?
List three barriers to listening. Which barriers most frequently affect your ability to listen?List the steps you will take to improve your ability to avoid these barriers.
What is listening bias, and how has it affected your communication interactions in the past? What can you do to avoid it in future interactions?
List and define the four listening styles. Which style do you most relate to? Will this change now that you know how listening affects your professional excellence?
What is the difference between active and passive listening? Conversational and presentational listening?
Visit a business news website (such as Forbes or a similar organization) and identify three types of employment advice it offers that you haven’t learned in class. Do you find this advice to be beneficial or possibly effective? How important is it to gain feedback from the business community to
Watch a YouTube video (or some other type of multimedia example) that shows a realistic mock interview. Put yourself in the place of the interviewee and use the KE YS process to analyze his or her performance. What (if any) insight did this activity give you?
Visit your campus employment aid center. Many colleges and universities will offer to guide you in creating your résumé and cover letter, as well as do mock interviews. Take advantage of the advice they can give you, and also take the opportunity to create a professional connection if you can.
Identify the six stages of the job interview process.
_____________ requires you to research opportunities in your major that correspond with your goals and priorities.
A(n) _____________ provides a picture of who you are as an employee by highlighting your skill set.
A(n) _____________ is a one- or two-sentence declarative statement about your career goals.
A(n) _____________ accompanies your résumé and serves to introduce you as a potential employee, highlight your résumé, and demonstrate your writing skills.
_____________ explore how you have handled past situations, as well as asking you to respond to hypothetical situations.
A(n) _____________ is a discussion between two or more parties to reach an agreement that concludes some matter.
It is _____________ for an interviewer to ask an interviewee questions relating to race, color, religion, sex, national origin, disability, or age.
Discuss the experiences you’ve had interviewing. How did the interviews go? Were you nervous? What will you strive to do differently in preparation for future interviews?
Take a moment to reflect on your dream job. Have you conducted an electronic search of the organization? What is it about the organization that makes you want to work there?
What are the qualities you’re looking for in an employer? Related to some of the information in this chapter, how could you retrieve information to see if those qualities exist?
Discuss the resources your campus has in place to support the job-seeking process. Do you plan to use these resources?
Take an inventory of your email address and any virtual networks such as Facebook or Instagram where you have a membership or maintain a profile. Is there any information an employer could retrieve from the internet that may be perceived as negative?
Locate a website and take a cultural sensitivity test. After completing the test, analyze your score. Does your score reflect your personal opinions concerning the importance of workplace diversity? How can this information help you in future career interactions?
Visit your local or state government website and research employment demographics as they relate to racial and cultural diversity. Compare the posted findings with census information about the population makeup of your city or state. Are the different cultural and ethnic groups represented fairly
Locate a website for a nationally recognized company and examine its statements and positions about workplace diversity within the organization. Does the company’s position accurately reflect its population of employees, or is there a large discrepancy in the employee makeup of the company? Write
What do assimilation and socialization refer to?
Define organizational culture.
___________ are practices, behaviors, celebrations, and traditions common to people, organizations, and institutions.
Being aware of diversity that is present in any working or social environment is known as ___________.
The term ___________ refers to a culture’s orientation to supernatural, human, and natural entities in the cosmological universe and other philosophical issues influencing how its members see the world.
List the different types of questioning used to gather information about an organizational culture.
People who are viewed as having cultural competence are usually masters of a practice known as ___________, which asks others if their sense of understanding is correct or incorrect.
___________ refers to the categories of people based on physical characteristics such as skin color, dimensions of the face, and hair.
Discuss the attitude or mindset you have about work and finding a job. What are the primary factors (e.g., family, prior work history) that have influenced your attitude? Do you think these factors will positively or negatively influence you as you assimilate into your new organization?
How would you describe the organizational culture at your college or university? How were you assimilated into the culture?
What artifacts, rituals, language/jargon, and narratives/stories have you observed in your workplace?
Can cultural diversity be fostered in the workplace through employee education and training? What experiences have you had, if any, concerning diversity training or education?
Related to organizational culture, what are your impressions of companies such as Starbucks and Zappos? What, if anything, stands out to you about their organizational cultures that makes them different in comparison with others? What other companies stand out to you as having a unique culture?
Use the internet search engine of your choice (Google, Bing, Yahoo!, etc.) to search for “the top 10 best companies to work for.” After looking over the rankings and explanations for each company, do you notice any recurring themes among these companies?How can interpersonal communication be
Examine how interpersonal communication occurs within your college or university. How easy is it to get into contact with other students, professors, or administrators? Write a statement discussing how open you believe communication is within your school, as well as if you find it effective and
Pick a social media website and evaluate the communication interactions that occur there. Does the interpersonal communication on the website foster open discussion, or are many people maligned for their opinions? Discuss the pros and cons of engaging in interpersonal communication in an online
Define interpersonal communication.
____________ describes how employees and supervisors do not share the same view of some fundamental areas such as organizational issues or basic job duties.
____________ occurs when some, but not all, of the information is passed on to the supervisor.
____________ occurs when an employee acts warm and friendly toward the supervisor.
Explain the difference between an internal customer and an external customer.
Explain the foundations of Communication Privacy Management theory.
____________ means practicing the behaviors of social etiquette or good manners in a professional setting.
____________ in the workplace refers to feelings of closeness, trust, and affection in professional and interpersonal relationships with coworkers, clients, or bosses.
What are your strengths when it comes to interpersonal communication? What areas do you plan to develop?
Make a list of several positive customer service experiences you’ve had. Did interpersonal communication impact your service experience? If so, what makes the difference in these experiences compared with others?
As a manager or leader, what steps would you take, if any, to educate your employees about interpersonal communication?
Do you believe companies should have policies that forbid dating among employees?Why or why not? Should companies have policies forbidding supervisors and subordinates to have nonromantic relationships outside work? Why or why not? Should companies have policies that forbid coworkers to develop
Make a list of private topics that you believe should not be discussed in professional settings, and then think of a time when your privacy was violated by someone. Was it an invasion of your private space or of your private information? How did the invasion make you feel, and how did you react?
Find an example of a team-building exercise from your previous school or work experience. Did you find the exercise beneficial or effective? Write a brief response weighing positive and negative consequences from your experience.
Watch a video detailing some type of team-building function (e.g., military boot camp, exercise classes, athletics). Attempt to identify the purpose of the team-building exercise, as well as why it is important in the given context. Offer another example of how the same exercise could be used in a
Form several small teams within your classroom with the goal of reaching a shared objective (e.g., solving a math problem, logic riddle, or anything else applicable). Have the teams try to complete the project while keeping track of who finished the fastest while also solving the problem. Have the
Define a team.
A(n) _____________ is a guide or an overview of the topics that will be covered during the meeting.
A(n) _____________ is an unwritten rule of behavior.
Explain the difference between task roles and relationship roles.
_____________ is the act of choosing among a set of alternatives under conditions that necessitate choice.
Identify the steps in John Dewey’s Reflective Thinking Process.
_____________ are the standards used to make a decision.
_____________ is the tendency among members of highly cohesive groups to self-censor, suspend critical thinking, and make faulty decisions.
Think about the last project you worked on with others. Would you define that as a group or a team experience? Why would you use that label?
Step back and reflect on some meetings in which you have participated. How did the environment, topics, and participants contribute to the communication in those meetings?
During meetings, do you share in the leadership? What roles do you play? When you have a designated leadership title, do you act as a coach? What norms do you use to help facilitate effective communication and shared leadership?
When it comes to innovative problem solving, in which role (explorer, artist, judge, or warrior) do you excel, and which role must you work to develop?
How do you handle conflict? Have you ever tried a unite approach? Why or why not?
Go to a major technology company’s website and look over some of its latest consumer products. How much more developed are they than what you currently use? Write a short response that compares and contrasts how old your personal technologies are (e.g., computer, smartphone, tablet) compared with
Have a “mock” face-to-face discussion with a friend, coworker, or family member about a descriptive subject of your choice. Afterward, try to replicate the same conversation via text or email. What nonverbal cues are lost during the computer-mediated communication? What tools (acronyms, emojis,
On any social networking site, conduct a self-inventory of your knowledge about the jargon and acronyms used. How often do you use these shortcuts in your online interactions: lol, imo, ftfy, and the like? Write a brief response in favor of or in opposition to using abbreviated communication in
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