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management communication
Business And Professional Communication KEYS For Workplace Excellence 3rd Edition Kelly Quintanilla Miller, Shawn T. Wahl - Solutions
How could Barb use the KEYS approach to improve her communication interaction?
How would you respond, if at all, if you were in Alex’s situation?
Have you ever used text messages or e-mails to break up with someone or to display your anger about a breakup?
Was Barb out of bounds in sending this message to coworkers, since this group socialized outside of work?
How can the KEYS process be used to help Ryan and Emily?
What kinds of greetings and closings do you use regularly in e-mails you send? Does your style depend on the recipient of the e-mail?
What can you learn from Emily and Ryan’s experience?
Have you ever sent e-mails or text messages like Mr. Billig’s? Did you consider this type of communication unethical and/or unprofessional? Why or why not?
How do you think this e-mail exchange will affect Shawana and Mr. Billig’s future communications?
Was Shawana’s e-mail appropriate and professional?
What would your impression of Mr. Billig be, based on this e-mail message?
How can the e-mail exchange between Shawana and Mr. Billig be evaluated from an ethical perspective?
Apply the KEYS approach to achieve professional excellence regarding communication and technology?
Explain how to use professional etiquette with technology?
Discuss how the drawbacks of technology can prevent you from excelling as a professional?
Explain how emotion is expressed with technology?
Discuss the impact technology has on business and professional communication?
How do you handle conflict? Have you ever tried a unite approach? Why or why not?
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?
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?
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?
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?
__________ is the tendency among members of highly cohesive groups to self-censor, suspend critical thinking, and make faulty decisions.
__________ are the standards used to make a decision.
Identify the steps in John Dewey’s Reflective Thinking Process.
__________ is the act of choosing among a set of alternatives under conditions that necessitate choice.
Explain the difference between task roles and relationship roles.
A(n) __________ is an unwritten rule of behavior.
A(n) __________ is a guide or an overview of the topics that will be covered during the meeting.
Define a team.
If you were Angela, how would you respond to Henry’s voicemail?
Was Henry’s response to Angela appropriate? Why or why not?
Do you think Henry reacted appropriately to Tim and Angela’s argument? Why or why not?
As the committee chair, what responsibility (if any) does Henry have when committee members begin to argue?
Using the KEYS approach, how could both Alyssa and Parker strengthen their team communication skills?
What methods or communication could you use to encourage Alyssa to be more active in team meetings?
How could you limit Parker’s speaking without making him feel as though he is being cut off?
What are the ethical issues with allowing one person to dominate or one person not to participate in a team or staff meeting?
How could I use the KEYS approach to improve this communication interaction?
Should the workshop be called off and rescheduled?
Could the situation be used to your advantage somehow?
Could you overcome the meeting environment?
What would you do if you were in my position?
Apply the KEYS process to professional excellence as you develop your groups into teams?
Discuss the need for conflict and the strategies for productive conflict?
Describe ways to foster innovative thinking in a team context
Discuss the concepts involved in effective problem solving?
Analyze the roles and norms displayed by a group or team?
Explain the impact of the environment, the topic(s), and the participants on communication within meetings?
Distinguish between a group and a team?
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?
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
As a manager or leader, what steps would you take, if any, to educate your employees about interpersonal communication?
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?
What are your strengths when it comes to interpersonal communication? What areas do you plan to develop?
__________ in the workplace refers to feelings of closeness, trust, and affection in professional and interpersonal relationships with coworkers, clients, or bosses.
__________ means practicing the behaviors of social etiquette or good manners in a professional setting.
Explain the foundations of Communication Privacy Management theory.
Explain the difference between an internal customer and an external customer.
__________ occurs when an employee acts warm and friendly toward the supervisor.
__________ occurs when some, but not all, of the information is passed on to the supervisor.
__________ describes how employees and supervisors do not share the same view of some fundamental areas such as organizational issues or basic job duties.
Define interpersonal communication.
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
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
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
How could the KEYS process help Katie and Joey in this situation?
Do you believe Katie and/or Joey displayed professional excellence? Why or why not?
How should Joey respond to Katie?
How could Stephanie and Derek use the KEYS approach to strengthen their interpersonal sensitivity skills?
What methods or communication could you use to build trust with Emma and get to know her more personally outside of the professional context?
How could you offer social opportunities to Emma without violating her privacy?
What are the ethical issues involved in asking coworkers personal questions at work?
How could Jessica or Michelle have used the KEYS approach to improve her communication interaction?
What advice would you give Jessica?
Was Michelle’s reaction appropriate? Was it professional?
Was Vinnie’s behavior appropriate? Was it professional? Was it sexual harassment?
If you were Penny, how would you respond to Riley’s e-mail?
Was denial the best way for Riley to save face, or should she have owned up to her mistake? Why?
Was using her work e-mail the best way for Riley to vent her anger? Why or why not?
What could Riley have done differently when she realized her lunch was missing?
Apply the KEYS approach to conduct yourself with professional excellence in interpersonal communication in the workplace
Discuss professional etiquette in the workplace
Explain the difference between professional and personal communication
Describe different kinds of workplace relationships
Define interpersonal communication
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?
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?
What artifacts, rituals, language/jargon, and narratives/stories have you observed in your workplace?
How would you describe the organizational culture at your college or university? How were you assimilated into the culture?
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?
__________ refers to the categories of people based on physical characteristics such as skin color, dimensions of the face, and hair.
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.
List the different types of questioning used to gather information about an organizational culture.
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.
Being aware of diversity that is present in any working or social environment is known as __________.
__________ are practices, behaviors, celebrations, and traditions common to people, organizations, and institutions.
Define organizational culture.
What do assimilation and socialization refer to?
How could Abby use the KEYS approach to improve her communication interaction?
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