Chapter 01 Establishing a Framework for Business (1-4) BUSA 2105
A person's capability to adapt during interaction with others from different cultural regions
Cultural intelligence
At your last three team meetings, one team member manipulated the conversation and directed the entire meeting. What should your team do to improve the team's future communication?
Distribute leadership
When Shruti responds to your team with a congratulatory message, in which direction is the flow of communication?
Downward
The assumption that one's own cultural norms are the right way to do things
Ethnocentrism
What barrier to communication may cause miscommunication between Leyla and the client?
Ethnocentrism
Holstead Communication's decision in this scenario most likely stems from what cause?
Excessive emphasis on profits
True or False: Ethical business communication and decision making require that you consider only the position of stakeholders who are investors in publicly traded companies.
False
The response that the executive board provides when you finish your presentation is called______
Feedback
When you reply to Cornel's email, you are providing______
Feedback
_______ communication involves interactions between organizational units on the same hierarchical level.
Horizontal
Which of these is a network commonly referred to as the "grapevine"?
Informal communication
What barrier to communication may cause miscommunication between Lorenzo and Nick's new business associates?
Intercultural issues
At your last team meeting, one member lamented that the team failed to consider personal opinions. Given your team member's comment, what might your team make an effort to do at its next meeting?
Listen attentively to all team members
Identify the potential diversity challenge described in the scenario. Check all that apply.
Multiple generations in the workplace
Which of the following is a level of communication that has a goal of providing adequate structure for groups to achieve their purposes?
Organizational level
What barrier to communication may cause miscommunication between Simona and fellow workers?
Proxemics
Sender--Message----receiver Feedback
Sender--Message----receiver Feedback
Preformed ideas of the behaviors and characteristics of certain groups of people
Stereotyping
Work teams help companies remain competitive in a global marketplace. Choose the selections from the list that best define effective work teams.
Teams allow companies to draw on the skills and imagination of the whole workforce.
Stefanija is a manager in an international software company. Stefanija's team has been receiving feedback from groups in North and South America noting opportunities for the team's products to be improved. What can Stefanija do to show acceptance for the feedback the team has been receiving from the groups in North and South America?
Thank the groups for providing feedback and provide future opportunities to engage these groups during the product review phase
The fact that words in one language do not always have an equivalent in another language
Translation limitations
A key function of communication in the workplace is to persuade others.
True
Barriers often hinder the communication process. True or False: Listening to voice mail while attempting to read an email is likely to interfere with the communication process.
True
The purpose of communication includes establishing and maintaining our credibility.
True
True or False: Practicing the delivery of your presentation was just as important as organizing the information because in a face-to-face encounter, nonverbal signals convey the majority of information.
True
When Rasim sends the progress report to Shruti, in which direction is the flow of communication?
Upward
In addition to supplying the client with information they need, the purpose of your meeting should also be to
build a positive relationship
An effective communicator anticipates possible breakdowns in the_______ process.
communication
Olimpia is ______ the information shared with you while speaking to you on the phone
encoding
As you meet Rafael for the first time, you talk a little about your background in order to _______
establish credibility
One goal of communication is to_______
exchange and interpret information
As a large company with a high volume of projects, DZapp uses a(n) _________ communication network to ensure quality control and transparency on projects
formal
The facilitator at the organization was explaining the________ communication network.
formal
Your worries about missing your manufacturing deadline may _____ reception of Olimpia's message.
hinder
Holstead Communication's decision to add a hidden fee is ______
illegal and unethical
In an ideal communication situation, one party would be able to encode their message in such a way that the receiving party would understand it exactly as intended. Barriers to effective communication are referred to as Check all that apply.
interferences
One ideal goal of communication is to
reach mutual understanding
When listening to your status update, the CEO is the _________ in the transactional process model of communication.
receiver
Which is the best definition of workplace communication?
the process of exchanging and interpreting information
When making any ethical business decision, you should first consider the interests of all _________who have a direct interest, involvement, or investment in your company's decision.
the stakeholders
It may be challenging sometimes to ensure that information is received as intended during the communication process. To account for this, you should check for ________ rather than assume that it has taken place.
understanding
Delivering a status report to your CEO is considered _______ communication
upward
_______ communication is primarily feedback to the requests and actions of supervisors.
upward
Today's workplace activities require that you communicate in a variety of ways while performing many different tasks. Which of the following workplace tasks are communication-based? Check all that apply.
- Attending and participating in meetings - Explaining and clarifying management procedures - Promoting the company's image
Which of the following are factors that provide legal and ethical constraints in business communication?
- Domestic laws - Stakeholder interests - Ethical frameworks
Which of the following are causes of illegal and unethical behavior in the workplace?
- Excessive emphasis on profits - Misplaced corporate loyalty - Obsession with personal advancement
Consider your coworker in this situation. Which of the causes of unethical behavior and decision making are at work in this situation? Check all that apply.
- Expectations of not getting caught - Unethical tone set by top management
Identify how to create a workplace environment that focuses on cultural awareness and a sense of belonging among your employees. Check all that apply.
- Help people feel comfortable at work - Have people understand their own unique strengths
The grapevine is the best-known component of an informal communication system. Which of the following statements about the grapevine are true? Check all that apply.
- In reality, the grapevine is no less accurate than other communication channels. - The grapevine is an informal communication system.
In an ideal communication situation, one party would be able to encode their message in such a way that the receiving party would understand it exactly as intended. A potential barrier to communication might be Check all that apply.
- Interruptions - Nonverbal messages - Deciding how to respond - A noisy environment - Multitasking
When considering the intended audience, communication can be described as taking place on which of the following five levels? Check all that apply.
- Intrapersonal - Interpersonal - Group - Organizational - Public
Which of the following are factors that influence business communication? Check all that apply.
- Legal and ethical constraints - Changing technology - Diversity challenges - Team environment
The grapevine is the best-known component of an informal communication system. Which of the following statements about the grapevine are true? Check all that apply.
- Messages may originate anywhere on the grapevine and follow various routes. - The grapevine is noted as a carrier of rumor, primarily because it carries informal messages. - Important information often travels via the grapevine. - The grapevine is actually more like a network channel than a linear flow of information.
which of the following are factors that provide legal and ethical constraints in business communication?
- Personal values - International laws
Work teams help companies remain competitive in a global marketplace. Choose the selections from the list that best define effective work teams. Check all that apply.
- Self-directed work teams handle a wide variety of functions. - Teams are most successful when there is a common goal with measurable outcomes.
Which of the following make up the transactional process model of communication? Check all that apply.
- Sender - Message - Receiver - Feedback
Which of the following are factors that provide legal and ethical constraints in business communication? Check all that apply.
- Stakeholder interests - Codes of ethics
Work teams help companies remain competitive in a global marketplace. Choose the selections from the list that best define effective work teams. Check all that apply.
- Teams make employees feel that they are shaping their own jobs. - Teams increase efficiency by eliminating layers of management.
To be a part of an organization with cultural adaptation, you should be able to display: Check all that apply.
- The ability to act based on knowledge received. - Capacity to gather information from cultures other than your own. - Desire to improve
Thinking about your own position and potential for promotion next month, which of the causes of unethical behavior and decision making influence your actions in this situation?
- Unwillingness to take a stand for what is right - Obsession with personal advancement
Consider your boss in this situation. Which of the causes of unethical behavior and decision making is at work in this situation? Check all that apply
- Unwillingness to take a stand for what is right - Misplaced corporate loyalty -Excessive emphasis on profits
Which of the following workplace tasks are communication-based?
- Using a variety of channel and contexts to relay information - Coordinating the work of team members and employees - Evaluating and conducting performance reviews
Five essential elements contribute to a system's, institution's, or agency's ability to become more culturally competent and these include _______. Check all that apply.
- Valuing diversity - Capacity for cultural self-assessment - Conscious of the dynamics inherent when cultures interact - Institutionalized cultural knowledge - Developed adaptations to service delivery reflecting an understanding of cultural diversity
Effective business communication is essential to success in today's work environments. Which of the following are major determinants of career success in terms of communication?
- Writing skills - Speaking skills
As the senior manager at Digital Beacon, a software security firm, you must make decisions about who to hire and who to promote in your global organization. Because of the benefits of a diverse workforce, you work hard to develop hiring practices that promote a diverse applicant pool, However, there are potential challenges that come with these efforts.
...
Leyla is out to dinner with a client from Germany. Leyla notices that the client holds a fork in the left hand. Leyla misinterprets the client's behavior as a lack of sophistication and poor manners.
...
Lorenzo Gilberto is a recent college graduate from Chile. Lorenzo has landed a job as a project manager for a small, specialty handbag company in Los Angeles. Lorenzo must attend meetings on the first day of work. The first meeting is scheduled to begin at 9:00 a.m. During the meeting, Lorenzo uses a smartphone to take notes. Thinking that Lorenzo is responding to emails, one of the senior managers glances at Lorenzo disapprovingly. At the end of the meeting, subteams are assigned tasks. The owner of the company notifies everyone that paper memos with schedules and work plans attached will be distributed to everyone. As a final note, The owner asks Lorenzo's project team to meet in person to make final edits to a proposal.
...
More than half of your company's workforce today is over the age of 40. Due to changes in benefits, financial concerns, and overall better health, professionals are choosing to stay on the job longer. What are the key diversity challenges associated with this trend?
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Workplace diversity can lead to misunderstandings and miscommunications, but it also poses opportunities to improve both workers and organizations. Employees must be prepared to communicate effectively with workers of different nationalities, genders, races, ages, abilities, and other characteristics.
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You are working on a market research project with two coworkers, Rasim and Leticia. Your boss, Shruti, sends an email to the team requesting an update on the team's progress. The team brainstorms and coordinates how to prepare the requested status report. Then, Leticia drafts the report and sends it to you via email. You make several revisions and send the draft to Rasim to edit and proofread. Rasim then sends the report to Shruti, who reads it and is quite pleased with your progress. Shruti sends your team a congratulatory message for staying under budget and on schedule. Well done!
...
You have been assigned to represent your department on an ad hoc, strategic planning committee that will present recommendations to company executives. The first task the committee assigns you is gathering data and reporting back. You gather the requested information and compose a research report for your committee. The committee is pleased with your work and asks you to prepare a status report and present it to the CEO at the next monthly meeting. You happily agree and follow through with this request. After you deliver the report to the CEO, you get an email requesting your presence at the next meeting of the board of directors. The CEO would like you to present your status report there as well.
...
You have been expecting a shipment of galvanized tin from Amalgamated Metals. The shipment is necessary for your employees to complete production of an important order. Olimpia, the sales representative with Amalgamated, calls to inform you that the tin shipment will be delayed due to unforeseen weather conditions.
...
You have just taken over an important client from your co-worker, Antonin. As you prepare to meet personally with your new client for the first time, you think about the information that will be most critical for your client to receive and understand. You realize that just supplying information will not be enough.
...
You recently began working for HighWire, a large, well-established telecommunications company. At the new employee orientation, the facilitator provided you with the company's organization chart. Additionally, she took the time to explain in detail the proper protocol for internal communication and client interactions.
...
You work for Holstead Communications, a midsized digital phone, cable, and internet service provider in rural New Mexico. Your company has always provided customers with two billing options: paperless or traditional. As a cost-saving measure, the company has decided to discontinue its traditional billing option. All customers who choose the traditional billing option will be charged a yearly billing fee of $25. This fee will offset printing and mailing costs of $600,000 annually. The CFO and legal team have determined that Holstead is not legally obligated to announce the fee increase to its customers. Therefore, to avoid customer loss, negative press, and a potential decrease in revenue, Holstead will not announce the new fee. Instead, customers with traditional billing options will see a $2.08 increase on their monthly bills. As a customer service representative, you understand the difficulties that the additional
...
Your company has recently restructured, moving from a more hierarchical structure to a team-based approach. You are on a team of nine individuals. Two of your team members have been with the company for more than five years. The rest of your team members have joined the company in the past two years. As your team moves forward, you all must learn to establish good team practices that consider communication differences on your team.
...
Fatiha, who is fluent in Spanish, is on a business trip to Bogotá, Colombia. On the first day, a meeting with Colombian associates is scheduled to begin at 9:00 a.m. Fatiha arrives on time, expecting to begin work, but is insulted when the CEO arrives 10 minutes late, orders coffee, then chats with the team for 40 minutes before everyone gets down to business.
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Simona works for a fashion firm in Milan. Simona has traveled to New York to meet with members of the company's newly formed international marketing team. When Simona arrives at the New York office and greets team members with a warm embrace, they are surprised by Simona's enthusiasm and physical contact and consider the behavior eccentric.
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You have been searching for a new supplier for galvanized tin, which is necessary for your employees to complete production of important orders. Rafael, the sales representative with Amalgamated Metals, sets up a meeting with you to discuss the typical order cycle and potential lead times needed for shipments.
....
You work for Holstead Communications, a midsized digital phone, cable, and internet service provider in rural New Mexico. Your company has always provided customers with two billing options: paperless or traditional. As a cost-saving measure, the company has decided to discontinue its traditional billing option. All customers who choose the traditional billing option will be charged a yearly billing fee of $25. This fee will offset printing and mailing costs of $600,000 annually. The CFO and legal team have determined that Holstead may be legally obligated to announce the fee increase to its customers. Nevertheless, to avoid customer loss, negative press, and a potential decrease in revenue—which would jeopardize the company's profit margin—Holstead will not announce the new fee. Instead, customers with traditional billing options will see a $2.08 increase on their monthly bills beginning next month. You are un
....
Your company has recently restructured, moving from a more hierarchical structure to a team-based approach. You are on a team of nine individuals. Two of your team members have been with the company for more than five years. The rest of your team members have joined the company in the past two years. As your team moves forward, you all must learn to establish good team practices that consider communication differences on your team.
....
Your coworker, Cornel, sends you an email to let you know that recent updates have been made to the accounts receivable database. As you read Cornel's email, you simultaneously listen to your voice mail messages. You then send a quick reply to Cornel to confirm receipt of the email.
....
The web design and consulting company that you work for, HighWire Studios, was recently acquired by a large competitor, DZapp. Before the acquisition, HighWire employed 12 individuals; now, you have 20 coworkers in your department. Due to the volume of projects DZapp manages the company requires employees to log all information, communication, and transactions regarding client accounts.
.....
You are working on a market research project with two coworkers, Rasim and Leticia. Your boss, Shruti, sends an email to the team requesting an update on the team's progress. The team brainstorms and coordinates how to prepare the requested status report. Then, Leticia drafts the report and sends it to you via email. You make several revisions and send the draft to Rasim to edit and proofread. Rasim then sends the report to Shruti, who reads it and is quite pleased with your progress. Shruti sends your team a congratulatory message for staying under budget and on schedule. Well done!
.....
You are delivering an important presentation to the executive board of A-1 Reproductions. Prior to the presentation, you carefully selected and organized the information in your presentation and practiced the delivery with your colleagues.
......
You work for Holstead Communications, a midsized digital phone, cable, and internet service provider in rural New Mexico. Your company has always provided customers with two billing options: paperless or traditional. As a cost-saving measure, the company has decided to discontinue its traditional billing option. All customers who choose the traditional billing option will be charged a yearly billing fee of $25. This fee will offset printing and mailing costs of $1.5 million annually. The CFO and legal team have determined that Holstead is legally obligated to announce the fee increase to its customers. Nevertheless, to avoid customer loss, negative press, and a potential decrease in revenue, Holstead's CEO has decided not to "publicly" announce the new fee. You are uncomfortable with the company's decision. You mention your concerns to your coworker at lunch. Your co-worker seems fine with the situation, proc
........
Identify the diversity challenges that could affect your hiring and promotion decisions.
A variety of languages and cultures represented in the workforce
Ethical business communication should consider the position of stakeholders. What is the best definition of a stakeholder?
An individual or a group with a direct interest, involvement, or investment in a situation
The direction in which communication flows in an organization can be downward, upward, or horizontal. Which of the following best represents internal, horizontal communication?
As part of the Community Involvement Committee, you make a presentation to the group to propose organizing a pet vaccine clinic in partnership with the local humane society.
Communication is the process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and ________
Behavior
After your last team meeting, your co-worker informed you that two other teammates were discussing team issues privately. Your co-worker is concerned that they are working on something that everyone should know about. What is the most important thing your team should do to improve the team's communication and productivity?
Build trust within the team
Which of the following factors influences communication through electronic tools that create opportunities that range from new kinds of communications to improving the quality of the messages themselves?
Changing technology
In this scenario, what barrier to communication may cause miscommunication between Fatiha and the Colombian business associates?
Chronemics
The study of how a culture perceives time and its use
Chronemics
What term refers to the process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior?
Communication
Which of the following are not legal or ethical constraints?
Company values
Which of the following is a situation or setting in which communication occurs?
Context
