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management communication
Business And Professional Communication KEYS For Workplace Excellence 3rd Edition Kelly Quintanilla Miller, Shawn T. Wahl - Solutions
What had Abby failed to consider about the professional context in a diverse workplace?
What went wrong?
How can Caleb use the KEYS process to develop more effective cultural competence?
What ethical issues could or should be considered in regard to not respecting workplace diversity?
How could Caleb have handled the situation with cultural competence?
Do you consider Caleb’s communication unethical? Why or why not?
How can the KEYS approach help Jonathan communicate effectively in this situation?
How should Jonathan use information about the context and organizational culture to guide his communication interactions at work on the second day?
Put yourself in Jonathan’s place for a moment. What have you learned so far about the organizational culture?
Which is the better option when a student wishes to discuss a grade with his or her instructor: email or face-to-face communication? Why?
What could Derek have done differently when writing the e-mail to the department head?
What could Derek have done differently when he received the low grade on his speech?
Utilize the KEYS approach to conduct yourself with professional excellence as you get to know your diverse workplace
Discuss examples of different kinds of diversity that you may encounter as you enter the workplace
Define key concepts related to diversity in the workplace and the important role they play
Assess the culture in your organization
Describe each phase of the assimilation process
Take an inventory of your e-mail 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?
Discuss the resources your campus has in place to support the job-seeking process. Do you plan to use these resources?
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?
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?
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?
It is __________ for an interviewer to ask an interviewee questions relating to race, color, religion, sex, national origin, disability, or age.
A(n) __________ is a discussion between two or more parties to reach an agreement that concludes some matter.
__________ explore how you have handled past situations, as well as asking you to respond to hypothetical situations.
A(n) __________ accompanies your résumé and serves to introduce you as a potential employee, highlight your résumé, and demonstrate your writing skills.
A(n) __________ is a one- or two-sentence declarative statement about your career goals.
A(n) __________ provides a picture of who you are as an employee by highlighting your skill set.
__________ requires you to research opportunities in your major that correspond with your goals and priorities.
Identify the six stages of the job interview process.
How could Malia use the KEYS approach to improve her communication?
Should organizational culture influence interview attire? Why or why not?
How should you dress for an interview?
What went wrong?
What advice would you give Heather?
Are they visually appealing?
Do they reflect the information found in the job posting?
Has she done an effective job in customizing her résumé and cover letter?
Has Heather effectively adapted her experience to this professional context?
How does the customized résumé differ from the generic résumé?
Has the visibility and permanence of online disclosure changed the way you portray yourself on social-networking sites?
What do you believe should be the appropriate, professional response in this situation?
If you were Maya, would you change your Facebook account?
Do you think it’s ethical for employers to run background checks using search engines or to evaluate job candidate information posted on social-networking sites such as Facebook? Why? Why not?
What makes me stronger than other applicants?
Where do I see myself going in the next few years?
What do I expect as far as salary and benefits?
Why do I want to change jobs?
Where do I really want to work?
What do I know about this organization?
What kind of organization do I want to work for? What kind of organization do I not want to work for?
What are my greatest weaknesses?
What are my greatest strengths?
What is the difference between active and passive listening? Conversational and presentational listening??
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 listening bias, and how has it affected your communication interactions in the past? What can you do to avoid it in future interactions?
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 the difference between hearing and listening, and why does it matter?
_________ listening asks you to evaluate the information being sent.
__________ occurs when a speaker includes too many details in a message, making it difficult for the listener to comprehend.
Identify the different components of the HURIER model.
__________ are interested in demonstrating concern for others’ emotions and interests, finding common ground, and responding.
__________ is any assumption we make or attitude we have about a person, an issue, or a topic before we have heard all the facts.
Technical words used by specialized groups are known as __________.
Explain the difference between external noise and internal noise.
Define hearing versus listening.
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?
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.
Visit Best Buy’s website and look at their customer reviews and feedback. Do you believe the company 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?
How could the KEYS process help Miguel manage his clients’ needs and expectations despite his hectic schedule?
Should Tamara have handled the situation differently?
What could Miguel have done differently to avoid this situation?
How can Daniel use the KEYS process to become a more effective listener?
Why is it so important that Jennifer provides feedback relating to her employees’ communication?
Why would employees be happier working in an environment with a manager who effectively listens to their ideas and concerns?
What is the ethical dilemma involved in being a poor listener?
If you were Cara’s boss, how would you respond to her text?
If you were Cara, how would you handle the news that you were passed over for the promotion?
Was texting the best communication channel for Cara to have used when confronting her boss?Why or why not?
What could Cara have done differently in the face-to-face interactions with her boss to avoid miscommunication?
How could Jennifer use the KEYS approach to improve her communication interaction?
What critical listening strategies can Jennifer employ to help her in the workplace?
What are the ethical considerations?
What role did listening play?
What went wrong?
Apply the KEYS approach to conduct yourself with professional excellence while developing your listening skills in the workplace
Define the six-step process of listening
Describe strategies for developing and sustaining professional excellence using active listening skills
Discuss the barriers to listening and how to avoid them
Explain the difference between hearing and listening
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?
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?
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?
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 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?
Identify the four facial management techniques that determine the appropriate facial response for a given situation.
The general term for the study of human movement, gestures, and posture is known as __________.
List and briefly describe the six different perceptions of environment.
The constructed or natural surroundings that influence your communicative decisions, attitude, and mood refers to __________.
The impact of space on communication, or how people create and use space and distance, is known as __________.
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