CH.1 Business Communication

professional skills

A combination of communication, logical reasoning, critical-thinking, teamwork, and management skills.

individualism

A cultural dimension that refers to an attitude of independence and freedom from control; common in low-context cultures.

polychronic time

Also referred to as P-Time, time that may be perceived as an unlimited resource to be enjoyed; it is open and flexible.

mindful

Being fully present, a prerequisite for empathy and understanding of others.

Ginny frequently answers emails on weekends and vacations, and will answer work-related text messages and phone calls as well. What is Ginny likely to experience based on is 24/7/365 availability? Increased global competitiveness Burnout Increased teamwork

Burnout Constant connectedness has also blurred the line between work and leisure. Employees in the United States work long hours without extra compensation and receive the shortest paid vacations among their international counterparts. According to one study, they spend eight hours a week on average answering work emails after hours. Experts caution that "digital overload" is a major stressor, leading to burnout.

Which of these are considered important aspects of professionalism?

Employers expect professionalism and what are variously called soft skills, people skills, or emotional intelligence. To reflect their growing importance, we can use the terms interpersonal skills or professional skills, which may be defined as a combination of communication, logical reasoning, critical thinking, teamwork, and management skills.

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

Establish a receptive mind-set. Hold her fire. Capitalize on lag time. Diane can improve her listening and productivity by establishing a receptive mind-set to foster positive communication, by capitalizing on lag time to review main points, and by holding her fire, or forcing herself to listen to the speaker's entire argument.

Alex comes from a high-context cultures. Which of the following would likely be true when communicating with Alex? Check all that apply. Responses will have little vocal inflection. Messages will be explicit. Facial expression is more important the words spoken. Nonverbal expression will be emphasized. Little background information will be given.

Facial expression is more important the words spoken. Nonverbal expression will be emphasized. Little background information will be given. Communicators in these cultures pay attention to more than the spoken or written word. They emphasize interpersonal relationships, nonverbal expression, physical settings, and social context.

Bob has been hired to write a program for a client. Once the program is complete they will remain a free agent and will no longer be employed by the organization. Gig work Collaboration Remote work

Gig work Organizations form ad hoc teams to solve problems. Such problem-based teams disband once they have accomplished their objectives. Moreover, parts of our future economy may rely on free agents who will be hired on a project basis in what has been dubbed the gig economy,

speech-thought differential

The lag between listeners' ability to process speech much faster than speakers talk, thus allowing poor listeners to let their mind wander

You can improve your listening skills by

listening to an entire argument before responding Improve your listening by exercising restraint and listening to an entire argument before responding.

power distance

A dimension of culture that refers to how people in different societies cope with inequality and how they relate to powerful individuals because of their wealth, position, seniority, or age.

Splinternet

A potential fragmentation of the Internet, once viewed as a unified global network bringing users together.

digital nationalism

A recent trend characterized by the rise of nationalism and right-wing populism facilitated by digital technologies.

gig economy

A sector of the labor market that relies on free agents hired on a project basis or doing short-term independent work.

loneliness epidemic

A term describing feelings of isolation in an online environment that may lead to depression, exacerbated by the COVID-19 pandemic.

empathy

The ability to share another person's experiences and emotions; thinking of how the receiver feels and is likely to respond.

ethnocentrism

The belief in the superiority of one's own culture; judging others by one's own values.

In North America, people value independence and personal responsibility. Individualism Time orientation Power distance Communication style

Individualism Individualism is an attitude of independence that promotes self-reliance.

Kevin considers time a precious commodity not to be wasted, so meetings always start on time and stay focused on the objective. Which of the following represents Kevin's time orientation outlook? Monochronic Polychronic

Monochronic Those who have a monochronic perception of time view time as if it were running on a single, linear track. People in monochronic cultures view time as a precious commodity and may look at time as formal and task oriented.

ad hoc teams

Nontraditional project-based teams that disband after they accomplish their objectives; the opposite of standing teams.

smartphone apps

Short for application, a type of software that runs on mobile electronic devices.

Today's workplace requires all employees, even hourly workers, to create reports and exchange messages. These messages should be

clear and concisely written Today's fast-paced, technologically enhanced Information Age workplace requires messages to be clear and concisely written.

Views on individualism, time orientations, power distance, and communication style are often based on our ______. diversity culture

culture Culture may be defined as the complex system of values, traits, morals, and customs shared by a society. Culture is a powerful operating force that molds the way we think, behave, and communicate.

Raphael was reprimanded for comments they made online, even though they wrote the comments on their personal social media account. Raphael was told to remove the comments or be put on probation. Why would an employer be concerned about what an employee writes on a personal social media site? Increased emphasis on ethics Data visualization Global competition

employee writes on a personal social media site? Increased emphasis on ethics In a hyperconnected always-on professional environment, your communication skills will constantly be noticed. You will need to nurture your reputation and safeguard your brand online and off.

Dmitri comes from a low-context culture. Which of the following would likely be true when communicating with Dmitri? Check all that apply. Meaning will be embedded at many sociocultural levels. A refusal will likely be direct. There will be a strong reliance on logic. Individualism will be highly valued. Visual messages will be easy to understand. Words are taken literally. Messages are clearly articulated. Prefers direct verbal interaction. Relies more on context and feeling. Understands visual messages readily.

A refusal will likely be direct. There will be a strong reliance on logic. Individualism will be highly valued. Words are taken literally. Messages are clearly articulated. Prefers direct verbal interaction. Communicators in these cultures are characterized by individualism. They tend to value individualism. They believe that initiative and self-assertion result in personal achievement. They believe in individual action and personal responsibility, and they desire much freedom in their personal lives.

cultural convergence

A trend toward greater global similarity particularly in the cultural aspects of higher individualism and lower power distance.

tolerance

A willingness to learn about and practice beliefs and practices different from one's own; being open-minded and receptive to new experiences.

Surveys of employers and recruiters continually rank written communication skills as a top skill set sought in applicants. Why are communication skills increasingly important? Because failing education systems don't teach useful information Because advancements in technology have increased the number of messages being exchanged and the scope of the audiences who might receive these messages Because shifting demographics increase the demand for a global workforce

Because advancements in technology have increased the number of messages being exchanged and the scope of the audiences who might receive these messages Advancements in technology have increased the number of messages being exchanged, and these advances have also increased the potential scope of the audience, making strong written communication skills more important than ever.

After a gas pipeline explosion that destroyed homes and injured dozens of people, Pacific Power Company publicly unveiled a new mission statement with a greater focus on safety and corporate accountability. Renewed emphasis on ethics Changing communication technologies Heightened global competition

Renewed emphasis on ethics Highly public meltdowns of companies like Enron and Worldcom, combined with the housing market and credit market crash of 2008 and the resulting recession, were largely blamed on corporate greed, irresponsibility, and setting profits above all else. The public has taken notice, and, as a result, there has been a renewed emphasis on ethics in the business world. With the passage of the Sarbanes-Oxley Act, the U.S. government requires higher levels of accountability. The ability to create concise messages highlighting ethical responsibility is now more valuable than ever in the workplace.

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.

Some of the ways you can enhance comprehension are accepting blame, using simple English, speaking slowly and enunciating clearly, and observing eye messages.

Kevin prepared a PowerPoint presentation for potential international partners. They did their research to ensure that the color schemes, graphics, and information contained in the PowerPoint were culturally appropriate. They also included multiple links to videos and interactive sites that would bring their presentation to the next level. Unfortunately, during their presentation they were not able to access any of the links and the presentation was a failure. They lost their big chance to enter the global market. What should Kevin have considered? Check all that apply. Splinternet Digital nationalism

Digital nationalism More serious differences nationally as well as globally are now caused by geopolitical turmoil, cyberattacks by foreign powers, and restricted access to the Internet in authoritarian countries around the world—a trend that has been called digital nationalism.

Raphael is responsible for maintaining the digital media for their organization. What should Raphael pay close attention to? Number of users Disinformation Remote access

Disinformation? Social media continue to connect people around the world. Positive or negative word of mouth travels at the speed of a few taps on a smartphone. The undeniable advantages of social media also come with downsides (e.g., data breaches, invasion of privacy, identity theft, manipulation, and disinformation).

In American culture, what does pulling away from a speaker indicate? Check all that apply.

In North American culture, pulling away from a speaker indicates mistrust, fear, or anxiety. Leaning toward a speaker connotes interest and attention. Facial expressions, gestures, and posture can be almost as revealing as a person's eye contact. Involuntary facial expressions can add or detract from a message as much as gestures can.

The human resources department is seeking employees that are equipped for advancement. Which key skillset is essential for continued professional success? Management skills Negotiation skills Interpersonal skills

Interpersonal skills In addition to technical knowledge, your future employer will expect you to show professionalism and possess what are variously called soft skills, people skills, or emotional intelligence. These powerful social skills are anything but "soft" or inferior, however. To reflect their growing importance, we prefer the terms interpersonal skills or professional skills, which may be defined as a combination of communication, logical reasoning, critical-thinking, teamwork, and management skills.

Dmitri is upset about the production line failure because of the waste of time and resources. Which of the following represents Dmitri's time orientation outlook? Polychronic Monochronic

Monochronic North Americans tend to consider time a precious commodity. They correlate time with productivity, efficiency, and money. Keeping people waiting for business appointments is considered a waste of time and rude. E. T. Hall called this time orientation monochronic time or M-Time, that is, time perceived as if it were running on a single, linear track.

At Eileen's firm, employees can work from home three days a week, but must work in the office the other two. Eileen has done away with traditional cubicles and replaced them with open-area workspaces, and employees can choose their workstation when in the office. Nonterritorial offices Emphasis on ethics Heightened global competition

Nonterritorial offices? Nonterritorial workspaces, also known as "hot desks," are areas that are not assigned to a specific person. Since many employees now have flexible work arrangements in which they are not always in the office, it does not always make sense to tie people down to an assigned office or workspace. Up to 20% of the workforce now works remotely, so these types of arrangements can save companies money on real estate and help emphasize change for employees.

soft skills

Oral and written communication skills and other competencies such as active listening proficiency, appropriate nonverbal behavior, and proper business etiquette.

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

Power distance In Western cultures people are more relaxed about social status and the appearance of power. Relationships between high-powered individuals and people with little power tend to be more democratic, egalitarian, and informal.

What is the best way to develop tolerance? Socialize with different people Practice empathy Study discrimination

Practice empathy While socializing with a broad range of people may expose you to many different ideas, the best way to develop tolerance is to practice empathy—seeing the world through another's eyes.

Madden Publishing is headquartered downtown. Common noun Proper noun

Proper noun Proper nouns name specific persons, places, or things and are always capitalized. All other nouns are common and are not capitalized. Madden Publishing is the name of a specific company and, therefore, is a proper noun.

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

Renewed emphasis on ethics Following the banking crisis and other abuses by the finance sector, businesses are eager to regain public trust by building ethical environments. This includes creating and adhering to ethical mission statements.

In a recent company meeting on diversity in the workplace, the HR representative started 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?

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. The company doesn't want to hear employees gripe about discrimination, so they hire workers with diverse backgrounds. Diverse groups produce better results that fit today's increasingly diverse markets and consumers. Companies committed to hiring a diverse workforce will likely be more successful because such a workforce gives them a competitive edge.

collectivist

The opposite of individualism; members of high-context cultures emphasize membership in organizations, groups, and teams; they encourage acceptance of group values, duties, and decisions.

As a new employee, Willa wants to make a good impression with her clients. Which of these can Willa do to improve her professionalism while speaking? Check all that apply.

Uptalk, a singsong speech pattern, making sentences sound like questions; like used as a filler; go for said; slang; poor grammar and profanity are all unprofessional. To increase professionalism, Willa should recognize that her credibility can be seriously damaged by sounding uneducated, crude, or adolescent.

Psychological barriers We fail to listen because we are just waiting for the next pause when we get to speak. We become bored because we can process thoughts three times faster than speakers can present them. We "tune out" others' ideas that run counter to our own preconceived thoughts.

We "tune out" others' ideas that run counter to our own preconceived thoughts. Everyone brings to the communication process a unique set of cultural, ethical, and personal values. Each of us has an idea of what is right and what is important. If other ideas run counter to our preconceived thoughts, we tend to tune out speakers and thus fail to receive their messages.

Nonverbal distractions We find it difficult to listen because we sense what the speaker is about to say. We respond unfavorably to unfamiliar jargon and "charged" words. We don't listen due to our reaction to unusual clothes, speech, or mannerisms.

We don't listen due to our reaction to unusual clothes, speech, or mannerisms. Nonverbal distractions become listening barriers when we don't listen due to our reaction to unusual clothes, speech, or mannerisms.

Writing or speaking in an intercultural business world can be challenging. However, many techniques exist for improving your communication skills. Jacques is faxing several associates in Indonesia. I have attached the contract for you're review. Please review this ASAP. What can he do to improve the clarity of what he wrote? Check all that apply. Write out acronyms Use casual language Use longer sentences Use the recipient's full name Use correct grammar Consider local styles

Write out acronyms Use correct grammar Consider local styles This message has a grammar mistake: "You're" should be "your." It also contains an acronym (ASAP) that might not be understood in Indonesia. Also, this message is very direct and is not well suited for a high-context culture.

If you have an ethnocentric view of the world, you hold which expectation? You expect the rest of the world to follow your customs and share your values. You expect that people from other cultures will think and act differently than you do. You expect to attend diversity workshops to broaden your horizons.

You expect the rest of the world to follow your customs and share your values. If you have an ethnocentric view of the world, you expect the rest of the world to follow your customs and share your values.

You can counter the effects of thought speed listening barriers by.

capitalizing on lag time Make use of the quickness of your mind by reviewing the speaker's points and anticipating what is coming next while the other person is talking.

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

career advancement and organizational success . Today's workers communicate more, not less, since information technology, mobile devices, and social media have swept the workplace. Researchers warn that to be successful, workers need essential twenty-first-century skills such as oral and written communication, teamwork, analytical thinking, problem solving, and media savvy.

When applied to individuals in professional setting, stereotypes _____. help the sender understand the receiver illuminate differences in professional expectations cause misunderstandings and misconceptions

cause misunderstandings and misconceptions Stereotypes are oversimplified perceptions of behavioral characteristics of groups of people. In professional settings, stereotypes create misconceptions and misunderstandings and interfere with effective communication.

All new entry-level Marketing staff are given extensive training in how to work with clients before they start their jobs. When hiring Marketing staff, what should the hiring manager look for? High need for interaction with others. Aggressiveness Critical thinking skills

Critical thinking skills

culture

A complex system of shared values, traits, morals, and customs that molds the way people think, behave, and communicate.

context

A cultural dimension that refers to the stimuli, environment, or ambience surrounding an event.

emotional intelligence

A concept from a bestselling book by Daniel Coleman arguing that EQ is just as important as the intelligence quotient (IQ) for success; the ability to understand and manage our own emotions as well as the ability to understand and influence the emotions and behavior of others.

people skills

Ability to deal with or manage people.

Which of the following are appropriate strategies for communication in diverse workplaces? Check all that apply.

Acceptance and harmony do not happen automatically when dissimilar people work together. This means that organizations must commit to diversity. Appropriate strategies for communication in diverse workplaces include seeking training, understanding the value of difference, learning about your cultural self, making fewer assumptions, and building on similarities.

nonverbal communication

All unwritten and unspoken messages, whether intended or not; silent signals conveyed by body language, gestures, eye contact, appearance, and other factors.

monochronic time

Also referred to as M-Time, time that is perceived as if it were running on a single-linear track.

groupthink

An absence of critical thinking sometimes found in homogeneous groups.

empathic listening

An active form of listening during which good listeners sincerely strive to understand others' viewpoints.

sharing economy

An economic model that allows consumers to share creation, distribution, and consumption of goods and services facilitated by a digital platform. Also called gig economy. Examples: Uber, Airbnb, DoorDash, Wework

interpersonal skills

An important component of professional skills: a combination of communication, logical reasoning, critical-thinking, teamwork, and management skills.

stereotype

An oversimplified behavioral pattern applied to entire groups.

To boost recognition and increase sales, Eric has added the writing of a blog to the company's social media strategy. Emphasis on ethics Nonterritorial offices Changing communication technologies

Changing communication technologies Blogs allow customers to stay current on company news and events. They also allow company personnel to make announcements quickly and economically.

Madden Publishing is located downtown. Common noun Proper noun

Common noun Proper nouns name specific persons, places, or things and are always capitalized. All other nouns are common and are not capitalized. Downtown is a location and a common noun.

North Americans are uncomfortable with silence. Time orientation Formality Individualism Communication style

Communication style North Americans' communication style is direct. They are impatient and uncomfortable with silence and delays.

In some Arab cultures, a person's word is more binding than a contract. Power distance Communication style Individualism Time orientation

Communication style To Americans, words are very important, especially in contracts, but some Arab cultures may be insulted by the mere mention of a contract; a person's word is more binding.

Linda created a spreadsheet to keep track of the team's progress. Concrete noun Abstract noun

Concrete noun Concrete nouns name specific objects that can be seen, heard, felt, tasted, or smelled. Abstract nouns name ideas, qualities, or concepts. A spreadsheet is a concrete noun.

The administrative assistant prepared the executive briefing. Abstract noun Concrete noun

Concrete noun Concrete nouns name specific objects that can be seen, heard, felt, tasted, or smelled. Abstract nouns name ideas, qualities, or concepts. Executive briefing is a concrete noun.

Frances prepared a PowerPoint presentation for potential customers in Japan. They added colorful graphics in a yellow color scheme to impress their audience. They also included details that they knew specifically interested their clients. As planned, the presentation was not well received and they lost gained a valuable account. What should Frances have done to improve her odds of winning this account? Check all that apply. Considered cultural preferences. Sent the presentation ahead of time to better prepare the audience. Prepared separate presentation for each client.

Considered cultural preferences. Knowledge of color symbolism across cultures to prevent cultural blunders. Yellow represents cowardice in some cultures, but Japan, yellow stands for courage. Understanding your local country's specific tastes and expectations go far in helping to overcome cultural barriers. Despite cultural convergence—the equalizing influence of globalization on cultures around the world—regional and cultural differences persist.

Raphael prepared a PowerPoint presentation for potential customers in the Middle East and Asia. They added colorful graphics to impress their audience, including orange, yellows, and reds. They also included specific deadlines and questions the audience needed to be prepared to answer. However, the presentation was not well received and they lost a valuable account. What should Raphael done to improve their PowerPoint presentation? Check all that apply. Considered cultural preferences. Sent the presentation ahead of time to better prepare the audience. Prepared separate presentations for each client.

Considered cultural preferences. Prepared separate presentations for each client. Knowledge of color symbolism across cultures to prevent cultural blunders. In Asia, orange is an auspicious hue; however, in the Middle East, orange signifies mourning and loss. Despite cultural convergence—the equalizing influence of globalization on cultures around the world—regional and cultural differences persist.

North Americans value explicit communication and clearly articulated messages. Power distance Time orientation Individualism Context

Context North Americans operate in a low-context culture. They assume that messages must be explicit, and listeners rely exclusively on the written or spoken word. Low-context cultures tend to be linear, analytical, and action oriented. Business communicators stress clearly articulated messages that they consider to be objective, professional, and efficient. Words are taken literally.

Susan has decided that for their company to be more competitive and cost efficient the organization should tier back their hierarchical structure. Flattened management layers Disruptive technologies Global competition

Flattened management layers To better compete and to reduce expenses, for years businesses have been trimming layers of management, essentially flattening their hierarchical structure or management layers. This means that as a frontline employee, you will have fewer managers.

Geoffry has done well in several interviews and is a good fit for the jobs, but does not get job offers. What should Geoffry consider before applying for other positions? His social media accounts.

His social media accounts. Recruiters will scrutinize your online presence to learn about your communication skills and professionalism. Naturally, they will not hire candidates who write poorly or post inappropriate content. Your reputation and personal credibility are vital assets you must guard.

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. Check all that apply. Thought speed Faking attention Psychological barriers Nonverbal distractions Grandstanding

Thought speed Psychological barriers In meetings, Diane is encountering psychological barriers—she has preconceived notions of the qualifications of her coworkers and dwells on past situations, not on current issues. In addition, she is letting thought speed interfere with her listening ability.

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

Time orientation North Americans consider time a precious commodity. Tardiness is considered rude.

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

Time orientation reveals attitudes and personalities. For example, if your boss spends a significant amount of time listening to your ideas, he or she most likely finds them interesting. How we structure the space around us influences how we interact and reveals much about our objectives in a given situation.

In American culture, good eye contact enables the sender to see if the receiver is

paying attention and responding favorably . In North American culture, pulling away from a speaker indicates mistrust, fear, or anxiety. Leaning toward a speaker connotes interest and attention. Facial expressions, gestures, and posture can be almost as revealing as a person's eye contact. Involuntary facial expressions can add or detract from a message as much as gestures can.

Sloppy email messages and inappropriate dress

undermine your credibility . A sloppy email message undermines your professional credibility and signals to the receiver that he or she is unimportant because you didn't take care in the preparation of the message. You can build professional credibility by taking the time to prepare well-organized, professional messages and by being well groomed. A professional appearance signals to coworkers, superiors, and clients that you are well prepared and that you take your work seriously.