Business Communications- Chapter 1

Identify whether the bold term is an abstract or concrete noun.The NOTION that he should be promoted is ridiculous.

Abstract noun(Concrete nouns name specific objects that can be seen, heard, felt, tasted, or smelled. Abstract nouns name ideas, qualities, or concepts.)

Although most international business is conducted in English, levels of comprehension can vary. How can you enhance your oral communication skills in international environments? Check all that apply. Accept blame. Follow up in writing. Assume comprehension. Smile when appropriate. Encourage accurate feedback. Teach English phrases. Discourage feedback.

Accept blame Smile when appropriate Encourage accurate feedback

Nick works remotely analyzing statistical data for Azod Software Company. Occasionally, his virtual team will schedule a face-to-face meeting, and he will drive in to the regional office. A.Flattened management heirarchies B.Nonterritorial offices C.Heightened global competition

B

Rosa looks over her notes about conversational customs in Europe, and then she carefully plans what time she'll place a business call to Zurich. A. Flattened management hierarchies B. Heightened global competition C. Self-directed work groups and virtual teams

B

Your company is restructuring, and two layers of management have been eliminated. You now report directly to the national sales manager instead of a regional sales manager. A. Nonterritorial offices B. Flattened management hierarchies C. Changing communication technologies

B

Ethnocentrism: Causes us to judge others by our own values Reveals fundamental differences between people of different ethnicities Is only found in North American culture

Causes us to judge others by our own values

What do tolerance and flexibility in the multiethnic workplace require? Empathy Diversity training Endurance

Empathy

Mr. Youngher arrives at his interview for a community relations internship with Bethlehem Electric in Chicago five minutes late and in a rumpled suit. When he is introduced to the chief marketing officer, Mr. Youngher moves in close as they shake hands and winks. The executive takes a step back. How could Mr. Youngher have improved his chances at making a positive impression at his interview?

He should have been well groomed and punctual, and he should have respected the cultural norms regarding territory and space in North American culture.

You work for an automotive parts distributor based in Ohio that is expanding operations in China. Management and operations employees that will be working with the Chinese division have been taking classes on Chinese culture and business customs. Changing communication technologies Self-directed work groups and virtual teams Heightened global competition

Heightened global competition

Identify tips that would help Diane listen more effectively to her team. Check all that apply. Establish a receptive mind-set Hold her fire Raise her hand Capitalize on lag time Control her surroundings

Hold her fire Capitalize on lag time Establish a receptive mind-set

In North American culture, what does leaning toward a speaker suggest? Check all that apply.

Interest & Attention

In a recent company meeting on diversity in the workplace, the HR representative starts a discussion on how to be more sensitive toward the diverse backgrounds of the company's employees. After the informative discussion, you want to know from the HR representative's perspective why your company values diversity in its work environment. What would be the best response from the HR representative? The company doesn't want to hear employees gripe about discrimination, so they hire workers with diverse backgrounds. Team members with different backgrounds come up with more effective problem-solving techniques, providing your company with a competitive advantage over other companies. Even though it is more expensive for the company to hire a diverse workforce, the people are worth it.

Make fewer assumptions

A colleague from the plant in Germany has arrived at the Chicago plant to share insights on a recent product line changeover implemented in Germany. This changeover has saved thousands of euros at the German facility, but Jim does not think it will work in the United States. Jim feels that there is a completely different attitude towards work and innovation in the U.S., and in fact, thinks the German facility is technologically behind his plant. Additionally, the colleague often mispronounces words when he speaks English, and doesn't dress appropriately for the U.S. office. He showed up to work on the plant floor in a formal suit and tie, with dress shoes that had a slippery sole. However, the colleague is a guest, and it is important that Jim pretends to be interested. Identify the listening barriers. Check all that apply. Nonverbal distractions Psychological barriers Faking attention Thought speed Grandstanding

Nonverbal distractions Psychological barriers Faking attention

Western cultures are more relaxed about social status, and input from subordinates is tolerated and even encouraged. Power distance Time orientation Individualism Communication style

Power Distance

Tim works for Cash'n'Carry, a payday loan company. He has been asked to develop an ethical mission statement to reassure customer concerns regarding predatory lending practices. Flattened management hierarchies Nonterritorial offices Renewed emphasis on ethics

Renewed emphasis on ethics

What would be the best response from the HR representative? The company doesn't want to hear employees gripe about discrimination, so they hire workers with diverse backgrounds. Team members with different backgrounds come up with more effective problem-solving techniques, providing your company with a competitive advantage over other companies. Even though it is more expensive for the company to hire a diverse workforce, the people are worth it.

Team members with different backgrounds come up with more effective problem-solving techniques, providing your company with a competitive advantage over other companies.

Diane is part of a recently restructured team. Diane previously held a supervisory role in a different division; however, due to a company merger, she is now a new member of a team with no formal hierarchy. In meetings, Diane is often distracted by the fact that she is no longer leading the team, and she doesn't think her new coworkers really "get the big picture." Diane finds herself just waiting for breaks in the conversation to make her points and ideas heard. When others are talking, she is often bored and inattentive, thinking about other tasks she needs to accomplish. Identify the listening barriers. Grandstanding Nonverbal distractions Faking attention Thought speed Psychological barriers

Thought Speed Psychological Barriers

In North America, keeping people waiting for a business appointment is considered rude. Communication style Context Individualism Time orientation

Time Orientation

What would be the best list of topics to be covered? How do you fit into your diverse workforce? Finding common ground; Assumptions and why you are always right; The glass ceiling: Why women are better employees than men Understanding the value of diversity; Diversity awareness scenarios; How do you fit into your diverse workforce? How to avoid conflicts at all costs; Making fewer assumptions; How to conform

Understanding the value of diversity; Diversity awareness scenarios; How do you fit into your diverse workforce?

Stereotypes are: Useful for determining the general characteristics of groups of people Oversimplified perceptions of behavioral characteristics of groups of people Reliable and accurate descriptions of cultural norms

Useful for determining the general characteristics of groups of people

Grandstanding We don't listen due to our reaction to unusual clothes, speech, or mannerisms. We "tune out" others' ideas that run counter to our own preconceived thoughts. We fail to listen because we are just waiting for the next pause when we get to speak.

We fail to listen because we are just waiting for the next pause when we get to speak.

Choose the best description of the barrier listed. Physical barriers We find it difficult to listen because of impediments such as hearing loss, poor acoustics, or fatigue. We respond unfavorably to unfamiliar jargon and "charged" words. We fail to listen because we are just waiting for the next pause when we get to speak.

We find it difficult to listen because of impediments such as hearing loss, poor acoustics, or fatigue.

Faking attention We respond unfavorably to unfamiliar jargon and "charged" words. We fail to listen because we are just waiting for the next pause when we get to speak. We pretend to pay attention and find it hard to remember what was said.

We pretend to pay attention and find it hard to remember what was said.

Choose the best description of the barrier listed. Language problems We pretend to pay attention and find it hard to remember what was said. We respond unfavorably to unfamiliar jargon and "charged" words. We "tune out" others' ideas that run counter to our own preconceived thoughts.

We respond unfavorably to unfamiliar jargon and "charged" words.

Thank you for giving my team the opportunity to present our proposal for the opening of eleven new stores in Copenhagen; we'd like to meet again to discuss the details further. How would you improve this sentence so it is clearer? Check all that apply. Write out the contraction. Include more ambiguity. Add a comma after the first two words of the sentence. Cite numbers using figures instead of spelling them out. Make the sentence shorter. Do not capitalize names of cities.

Write out the contraction. Cite numbers using figures instead of spelling them out. Make the sentence shorter.

The increasingly technological nature of the Information Age workplace makes written communication skills more critical than ever for

career advancement and organizational success

You can improve your listening if you

concentrate on what the speaker is saying

You can counter the effects of physical barriers by

controlling your surrondings

Identify tips that would help Jim listen more effectively to what his international colleague has to say about the production process. Check all that apply. Control his surroundings Judge ideas, not appearances Keep an open mind Focus on nonverbal signals Provide feedback

judge ideas no appearances keep an open mind provide feedback

You can counter the effects of psychological listening barriers by

keeping an open mind

Which of the following are appropriate strategies for communication in diverse workplaces? Check all that apply. Develop healthy bias. Make fewer assumptions .Accept stereotypes. Focus on cultural differences. Learn about your cultural self. Practice ethnocentrism. Understand the value of difference.

make fewer assumptions learn about cultural self understand the value of difference

How we use time in North America reveals insights into our ______________. Additionally, the way we structure space and territory can provide information on our____________

personalities and attitudes . objectives and ourselves .

In the workplace, your personal appearance and the appearance of your business documents should reveal

professionalism and care in preparation .

You can counter the effects of faking attention by

providing feedback

In American culture, good eye contact reveals

sincerity, confidence, and truthfulness