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Business And Professional Communication KEYS For Workplace Excellence 3rd Edition Kelly Quintanilla Miller, Shawn T. Wahl - Solutions
__________ refers to emotional appeal.
Explain the stance of cognitive dissonance theory.
__________ occurs when the speaker takes general information (premises) and draws a conclusion from that general information.
__________ refers to building an argument by using individual examples, pieces of information, or cases, and then pulling them together to make a generalization or come to a conclusion.
__________ refers to the words of a presentation in the context of organizational structure and the supporting information.
__________ refers to your credibility as a presenter as well as the credibility of the information delivered in your presentation.
Find and analyze a speech or presentation with significant historical importance. How might the speaker have altered his or her presentation given the communication technologies available today?Identify two or three different mediums that are available now that would have been significantly useful
Pick a personal favorite speech of yours from movie, television, radio, or any other medium.Identify the different phases (introduction, body, conclusion) as well as the transitions used throughout the speech. Identify the best practices and types of information offered based on what we have
Visit the WellSaid! website and access their free resources (www.wellsaid.com/free-resources/).Identify a short video coaching session that was particularly useful for you. List at least one new insight you gained from watching this video that supplements what you have learned in this chapter.
Do you think he was successful at raising morale? Why or why not?
Did Roy evaluate the professional context effectively? Why or why not?
How did Roy use language and examples for emotional appeal?
Is there ever a time when omission of a fact would not be unethical in a presentation?
What element of Plato’s ethos, pathos, and logos is being violated here?
How could Travis dissuade the mayor from moving forward with this speech?
What ethical rule is the mayor breaking in this example?
Have you ever worked with a difficult person? If so, how did you communicate with this person? Was your communication effective or ineffective? Based on what you have learned in this chapter, how would you change your communication in this situation?
What goals have you developed for yourself in your career and/or in your workplace? What motivates you to reach these goals? In what ways does your motivation differ from that of other people you know?
Think about the last job interview in which you participated. How effective was the interviewer? What could he or she have done differently to improve the interview process?
How can you use the information you have learned about leadership theories to develop your leadership skills?
What type(s) of power do you have as a student? How does that source of power influence communication with other students, professors, and administrators?
__________ involves directing the formation of an impression, a perception, or a view that others share of you.
____________ is the process of mentally rehearsing what you will say during a discussion.
List the requirements set forth in Goal Setting Theory.
Explain the position of Contingency Theory.
__________ include(s) influencing and guiding followers as opposed to subordinates, as well as being innovative and creating a vision for future direction.
__________ refers to the ability to control another person’s behavior with negative reinforcement.
Explain the difference in status between a superior and a subordinate.
Outside of termination, what other options could Nora consider?
What action would you consider to be the most fair to the rest of the advertising team?
What other communication skills might Nora employ when dealing with her problem employees?
What is the ethical dilemma facing Nora as a leader right now?
What other communication technologies might be useful to Kelly’s team in this situation?
Which communication tactic do you use most often, and why?
What are the pros and cons of Kelly’s team meeting with their boss face-to-face, over the phone, or via e-mail?
What communication channel do you believe would be the most effective for Kelly’s team?
Should “nice” be a goal when developing a professional context?
How will you know if a candidate has these qualities?
What qualities will you look for when you hire new employees?
What do you think of Paul’s hiring strategy?
How could the regional manager use the KEYS process to improve communication in the western office?
Is Rosa’s behavior professional?
Does Rosa have power in her position?
What types of power are coming into play in this office?
Some scholars are concerned about the negative impact of text messaging and other forms of technology on written communication. Do you share this concern? Do you think technology encourages you to be less professional in your written communication? Why or why not?
Take a moment to reflect on your experiences with written communication. Have you ever been caught in an e-mail or letter exchange that crossed the line from professional to uncivil? What can organizations do to prevent uncivil written communication?
What steps do you or will you take on the job that will help you strive for professional excellence with written communication? What strategies do you have, if any, that work for you?
Do you have concerns about other forms of written communication not covered in this chapter? As a professional, what steps would you take if you were asked to use a form of written communication with which you were not familiar? Would you delegate the task to someone else? Would you be honest that
Discuss an example of a time when you were offended by written communication. How did you respond?Did you use written communication for your response, or did you respond in person?
__________ refers to the development of a plan that emphasizes goals, initiatives, strategies, and targets utilized to help employees strive for a shared vision and commitment to the core values in an organization.
Explain the difference between quantitative and qualitative data.
A(n) ____________ is an inventory or evaluation of the communication practices of an organization(also known as a communication audit).
__________ are descriptions of new policies/procedures and changes to those that are already in place.
What type of documented letter would you need as part of a university admission or employment application?
__________ serve as a form of written communication used in business and professional settings to provide feedback to employees about how they are performing on the job.
A(n) __________ is a list of questions that encourage the writer to think about audience, purpose, key issues, and delivery.
Describe the difference between general language and specific language.
Find an example of how your workplace or school practices written communication with you personally (e.g., course syllabus, job orientation newsletter). Is their overall message easy to read and comprehend? What (if any) improvements could help make the message more effective?
Find a video example of a company currently in damage control over bad publicity. What (if any)steps has the company taken to improve its public relations? As a communication professional, what public relations strategy would you recommend to a company in that situation?
Visit the website of public relations firm Affect (http://www.affect.com/). In their blog section, pick a blog of your choosing and analyze the writing. As a professional communicator, do you find the writing to be clear and concise? How can public relations writing be applied to your personal
How could she benefit from the KEYS process related to her written communication?
How would you respond if you received a memo like this at your job? How could Yolanda’s memo be improved?
What went wrong with Yolanda’s memo?
Use the KEYS process to explain what steps Andrea could have taken to become a more effective writer.
How could Andrea have avoided this outcome through the decisions she made about her writing?
Why would a charge of plagiarism hurt Andrea’s chances of finding another job at a university?
What ethical boundaries did Andrea cross by taking research from another paper?
How could the KEYS process help Bonnie improve her communication skills?
What can you learn from Bonnie’s experience?
Was Dr. Chang’s behavior professional? Why or why not?
Did Bonnie act appropriately, given the professional context?
What is the best way for an employer to inform an employee of termination: written communication (such as e-mail), face-to-face, or another way? Why?
What should Tyler’s next step be?
Was Tyler correct in choosing to inform Joey of his termination face-to-face, instead of via e-mail?Why or why not?
Was Tyler correct in terminating his employees through e-mail? Why or why not?
When should I send this message?
What’s the best channel for this message? Hard copy? E-mail? Phone? In person?
The purpose of this written communication is to __________ so that my audience will ____________.
How does my reader/audience feel about this information/subject?___________________________________________________
How does the information relate to the reader/audience?_______________________________________________________________
Did I provide the necessary information?_______________________________________________________________
Who is my primary reader/audience? Who else will be reading this?_______________________________________________________________
Apply the KEYS approach to achieve professional excellence regarding written communication?
Discuss the different types of written communication?
Describe the different indirect messages sent with written communication?
Explain the impact of written communication on professional excellence?
Have you ever experienced information overload? If so, what are some strategies you implement to help you with time management, filtering spam and e-mail forwards, excessive text messages, and other distractions?
Can the drawbacks and risks associated with communication and technology be alleviated with employee education and training? What experiences have you had, if any, concerning training or education related to security, privacy, and professional etiquette?
How do you express emotion when communicating with various forms of technology covered in this chapter?
Do you have a Facebook, Twitter, or related account? Is there anything posted in your profile that you think could potentially harm your credibility as a professional?
Discuss an example of a time when you misunderstood another person in a text message, an e-mail, or an instant message. How did you respond to the misunderstanding? Did you and the other person clear things up in person, or was it done electronically?
__________ are exchanges of messages about a topic using e-mail and other professional electronic tools to encourage participation that will ideally lead to new ideas, strategic planning, and sound decision making.
A(n) __________ is a hostile electronic message that is blunt, rude, insensitive, or obscene.
_________ refers to sending authentic-looking but fraudulent e-mails designed to steal sensitive personal information.
__________ occurs when information, requests for feedback, new projects, responses to questions, phone calls, and required online classes for work—on top of taking care of loved ones, children, pets, and other family matters—leave you feeling as though things are spinning out of control.
__________ refers to the avoidance of checking e-mail, sending text messages, watching television, or answering the phone.
__________ is the study of time as communication and/or as a communication function.
Explain the goal of workplace surveillance systems.
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,
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
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