Chapter 1 Business Communication in the Digital age
Gary is a public relations associate for a manufacturer of high-tech products, but his interactions in the company are not limited to the PR department. Because the people he interacts with change from project to project, he's worked with engineers, media specialists, a sociologist, and various contract workers from outside the company. Innovative communication technologies "Anytime, anywhere" and nonterritorial offices Teaming
Teaming
A disadvantage is that phone calls______________________________ seem impersonal leave no permanent record require more effort
leave no permanent record
For example, imagine that you are attending a sales meeting. You've been there for two hours; there are many figures and charts to examine, and the speaker isn't very exciting. To absorb important information in this situation, you'll have to exercise advanced sales skills listening skills organizational skills
listening skills Explanation: The figures and charts may be complicated, and the speaker may not be very lively. However, the information being distributed is important. You'll need to use your most effective listening skills to gather the pertinent facts. You will use your organizational skills to organize your information after you have listened and gathered the information. You would not need sales skills in this situation.
To boost company recognition and engage customers, the president of an entertainment company posts regular Twitter updates. "Anytime, anywhere" and nonterritorial offices Increasingly diverse workforce Innovative communication technologies
Innovative communication technologies
Wordsmith, a small newsletter-writing company, has just installed a new server that will host newsletters online as podcasts. The CEO, Margaret, is excited about broadening Wordsmith's client outreach. Innovative communication technologies "Anytime, anywhere" and nonterritorial offices Increasingly diverse workforce
Innovative communication technologies
Erin works for a company that manufactures outdoor gear. Last month she and five other employees worked as a group to address customer issues with a tent currently on the market. This month she's working with a new group to figure out how the company can target products to younger customers. Increasingly diverse workforce Innovative communication technologies Teaming
Teaming
What is one way to improve the horizontal flow of information? Train employees to work as a team that uses better communication techniques. Make managers responsible for their employees being heard. Encourage limited participation in team functions.
Train employees to work as a team that uses better communication techniques. Explanation: Training employees to work as a team that uses better communication techniques will help eliminate the ego problem that may occur with horizontal communication. Collaboration leads to improved participation and communication.
A disadvantage is that written documents_______________________________. may use inappropriate expressions require more effort may be careless or imprecise
require more effort Explanation: written letters require more effort and good writing skills.
A disadvantage is that written documents_____________________________________ require a receptive audience require skill may use inappropriate expressions
require skill because they are written documents, you have time to carefully and appropriately tailor your message to your audience's needs and expectations. The drawback to writing even short messages, however, is that extra skill is necessary to ensure the message is both brief and clear.
CH1: For example, imagine that you have been invited to present a marketing plan to your company's new client, a pet food manufacturer. You have a descriptive slide presentation ready and a thorough outline prepared. To build your confidence and get ready for a successful presentation, you should practice your_____________. Writing skills listening skills speaking skills
speaking skills Explanation: Between the presentation slides and your outline, you've prepared the content for your presentation well. Your focus now should be on how that content will be delivered orally to your audience and how to make the content interesting and exciting by using advanced speaking skills. At this point in your preparation, you do not need to use your writing skills because you are practicing an oral presentation. You will use your people skills at the meeting but not while you prepare.
When writing a newsletter, an advantage is that it makes a forceful impact that it is easy to distribute that it conveys a sense of warmth
that it is easy to distribute Explanation: Newsletters allow you to distribute large amounts of information on several topics to many recipients easily. However, newsletters often seem impersonal since they are directed toward a general audience rather than a specific individual.
Paul works from home analyzing statistical data for Azod Software Company. One week each month, he works from the road as he travels with his wife, who is a motivational speaker. Globalization of business Increasingly diverse workforce "Anytime, anywhere" and nonterritorial offices
"Anytime, anywhere" and nonterritorial offices
____________________________________ is an obstacle in the downward flow of information. A long line of communication A person's ego An expectation of high performance
A long line of communication Long lines of communication through many layers of management have the capability not only of distorting but also of potentially slowing down important messages from upper management. High performance expectations and ego are not often a problem in downward communication.
Employees today are not simply hired based on what they know. They are also hired for their ability to learn quickly and think critically. In order to thrive and advance in the business world today, individuals must be equipped to navigate the complexity of the digital workplace and to take charge of their own careers. What are some of the characteristics and skills most employers look for in recruits? Check all that apply. Refusal to ask questions Ability to research problems Eagerness to learn new things Ability to put plans into action Lack of interest in feedback
Ability to research problems Eagerness to learn new things Ability to put plans into action Explanation: The most highly sought employees in today's workforce are those who can put plans into action using the information they have gained through research. Businesses want employees who are always looking to improve their knowledge base as they will prove to be a bigger asset to the company in the future. Asking smart questions and seeking feedback are good ways to improve
Facing and resolving ethical dilemmas is challenging. However, ethical guidelines, combined with self-examination, can help you identify key issues and choose the correct ethical path. Q: When presented with ethically ambiguous situations, which of the following questions can help you make good decisions? Can you conceal the problem from those you trust? Can the person you reveal the problem to really be trusted? Can you discuss the problem with someone whose advice you trust?
Can you discuss the problem with someone whose advice you trust? Explanation: Seeking the advice of an individual whom you trust can provide perspective on ethical issues in a safe atmosphere. If you need to conceal the problem from those you trust or question the trustworthiness of the person with whom you are going to share the problem, you should reconsider your actions before seeking advice.
Facing and resolving ethical dilemmas is challenging. However, ethical guidelines, combined with self-examination, can help you identify key issues and choose the correct ethical path. When presented with ethically ambiguous situations, which of the following questions can help you make good decisions? Can you conceal the problem from those you trust? Can the person you reveal the problem to really be trusted? Can you discuss the problem with someone whose advice you trust?
Can you discuss the problem with someone whose advice you trust? Explanation: Seeking the advice of an individual whom you trust can provide perspective on ethical issues in a safe atmosphere. If you need to conceal the problem from those you trust or question the trustworthiness of the person with whom you are going to share the problem, you should reconsider your actions before seeking advice.
You are in the company cafeteria, and your coworkers begin discussing an interaction between your boss and another colleague. You witnessed the actual encounter, so you know that your coworkers are wrong and that the situation is being discussed in a way that may be hurtful to both your boss and the colleague. How should you respond? Participate in the gossip to build better relationships with your coworkers. Excuse yourself, and go have lunch in your office alone. Correct your coworkers' misconceptions.
Correct your coworkers' misconceptions. Never participate in perpetuating rumors that you know are untrue. When you overhear something you know to be untrue, take responsibility and correct the rumor. Do not allow rumors you know to be untrue to continue circulating by leaving the conversation to eat alone.
What is one way to improve the downward flow of information? Create smaller operating units and work teams. Hoard information at the executive level. Create more layers of management to deal with communication problems.
Create smaller operating units and work teams. Smaller operating units and work teams speed up the time it takes messages to get from upper levels of management to the rest of the company by cutting out long chains of command. This allows for information to be shared throughout the company and reduces the need for expanded management.
___________________________________ is an obstacle in the upward flow of information Distrust of management A person's ego A set of clear expectations
Distrust of management Explanation: Because of cost-cutting, downsizing, discrimination lawsuits, and very large compensation packages for upper management, some employees don't have respect for or trust in their employers. Clear expectations would likely improve all communication, and ego is often more of a problem in the horizontal flow of information.
Katherine looks over her notes about conversational customs in Europe. Then she carefully plans what time she'll place a business call to Zurich. Teaming Globalization of business Flattened management hierarchies
Globalization of business
Seasonal fruits and vegetables are shipped in from Chile and sold in the United States along with domestically grown produce. Teaming Flattened management hierarchies Globalization of business
Globalization of business
You call your team's IT representative on the telephone to let him know about an issue you are having with your server. Downward flow Upward flow Horizontal flow
Horizontal flow Calling your coworker on the IT team demonstrates horizontal flow. Often, this horizontal information flow is used to coordinate tasks, share information, or, in this case, solve problems.
Facing and resolving ethical dilemmas is challenging. However, ethical guidelines, combined with self-examination, can help you identify key issues and choose the correct ethical path. Q: When presented with ethically ambiguous situations, which of the following questions can help you make good decisions? How would you feel if your opponents or competitors learned of your action? How would you feel if complete strangers learned of your action? How would you feel if your family or coworkers learned of your action?
How would you feel if your family or coworkers learned of your action? Explanation: The approval of family, friends, employers, or coworkers is worth more than any short-term gain you may get from making an unethical decision. The approval of those you trust is far more important than the opinions of competitors or others you don't know.
Employees who report unethical behavior in their own workplace (whistleblowers) are protected by law. However, many are reluctant to draw negative attention to their companies because of loyalty to the company or fear of reprisals. Chances are good you will encounter questionable behavior at your workplace at some point during your career. How you respond will be a measure of your ability to analyze issues and choose the responsible option. How can you blow the whistle legally and ethically? If you can't find any satisfactory solutions to the problem, sue the company. If you can't find any satisfactory solutions to the problem, accept the situation. If you can't find any satisfactory solutions to the problem, change jobs.
If you can't find any satisfactory solutions to the problem, change jobs Explanation: Ultimately, you have to work in an atmosphere with which you are morally comfortable. If you have tried other avenues and find no satisfactory answers to the questions you have asked, it may be time for you to consider changing jobs.
Employees who report unethical behavior in their own workplace (whistleblowers) are protected by law. However, many are reluctant to draw negative attention to their companies because of loyalty to the company or fear of reprisals. Chances are good you will encounter questionable behavior at your workplace at some point during your career. How you respond will be a measure of your ability to analyze issues and choose the responsible option. Q: How can you blow the whistle legally and ethically? If you can't find any satisfactory solutions to the problem, sue the company. If you can't find any satisfactory solutions to the problem, accept the situation. If you can't find any satisfactory solutions to the problem, change jobs.
If you can't find any satisfactory solutions to the problem, change jobs. Explanation: Ultimately, you have to work in an atmosphere with which you are morally comfortable. If you have tried other avenues and find no satisfactory answers to the questions you have asked, it may be time for you to consider changing jobs.
Facing and resolving ethical dilemmas is challenging. However, ethical guidelines, combined with self-examination, can help you identify key issues and choose the correct ethical path. When presented with ethically ambiguous situations, which of the following questions can help you make good decisions? Is the action you are considering legal? Is the action you are considering plausibly deniable? Is the action you are considering cost-effective?
Is the action you are considering legal? Explanation: Legality alone isn't sufficient justification to make ethical decisions, but it is a good start. Consider whether your current action will lead you into legally murky waters. Costs should be considered after you have determined whether the action is legal and ethical. The ability to deny an action should never be a factor in making sound decisions.
Employees who report unethical behavior in their own workplace (whistleblowers) are protected by law. However, many are reluctant to draw negative attention to their companies because of loyalty to the company or fear of reprisals. Chances are good you will encounter questionable behavior at your workplace at some point during your career. How you respond will be a measure of your ability to analyze issues and choose the responsible option. How can you blow the whistle legally and ethically? Rely on gossip to flesh out details. Speculate based on the facts you have. Make sure you have your facts straight.
Make sure you have your facts straight.
As part of the management team, you have been told that in six months the workforce will be reduced by half. The staff will be told next month. Q: Knowing this fact, should you share this confidential information with a trusted friend and coworker who may lose her job? No, as part of the management team you cannot share confidential information with your friend. Maybe, but only if your friend promises not to tell anyone else. Yes, you should tell your friend. If the roles were reversed, you would want your friend to tell you.
No, as part of the management team you cannot share confidential information with your friend.
As part of the management team, you have been told that in six months the workforce will be reduced by half. The staff will be told next month. Q: Knowing this fact, should you share this confidential information with a trusted friend and coworker who may lose her job? No, as part of the management team you cannot share confidential information with your friend. Maybe, but only if your friend promises not to tell anyone else. Yes, you should tell your friend. If the roles were reversed, you would want your friend to tell you.
No, as part of the management team you cannot share confidential information with your friend. Explanation: As a manager, you cannot tell your friend of the impending job cuts. It is unethical to share that information with her because it puts her at an unfair advantage in regard to her other coworkers. As a manager, you can't appear to be giving your friend preferential treatment.
To add a personal touch to this quarter's shareholder's report, you write short biographies of some of the major shareholders. You find pictures of them on the Internet as well. Q: Is it appropriate to use the publicly posted images in the report without permission? Yes, images on the Internet are freely available. Maybe, as long as the owners of the images do not find out. No, using the images may break the law.
No, using the images may break the law. Explanation: Abiding by the law is a key principle in ethics; therefore, it is not appropriate to use the publicly posted images without permission.
A rumor is circulating that ridicules a new employee, accusing him of having typos in his latest slide presentation. You overhear your coworkers discussing it in the break room. How should you respond? Report the gossipers to their supervisors. Participate in the gossip to build better relationships with your coworkers. Praise a positive impact the new employee has made.
Praise a positive impact the new employee has made. Explanation: Avoid any form of coworker belittlement. Today's coworker may be tomorrow's senior vice president. Turn the conversation around by focusing on the positive impact the new employee has made. Reporting your coworkers to their supervisors would undermine trust in your workplace. You can have a more positive influence by changing the way your coworkers discuss the new employee.
Employees today are not simply hired based on what they know. They are also hired for their ability to learn quickly and think critically. In order to thrive and advance in the business world today, individuals must be equipped to navigate the complexity of the digital workplace and to take charge of their own careers. What are some of the characteristics and skills most employers look for in recruits? Check all that apply. Receptiveness to feedback Ability to follow directions without thinking Creative thinking Ability to analyze research to find a solution Discomfort with change
Receptiveness to feedback Creative thinking Ability to analyze research to find a solution Explanation: Today's companies want to hire someone who can analyze research to solve problems, think critically and creatively, and accept positive or negative feedback. Employers want to hire employees who are comfortable with change and who think for themselves.
Employees who report unethical behavior in their own workplace (whistleblowers) are protected by law. However, many are reluctant to draw negative attention to their companies because of loyalty to the company or fear of reprisals. Chances are good you will encounter questionable behavior at your workplace at some point during your career. How you respond will be a measure of your ability to analyze issues and choose the responsible option. How can you blow the whistle legally and ethically? Use the press to force change on the company. Contact members of the public to encourage change in the company. Try to correct the problem from within the company.
Try to correct the problem from within the company. Explanation: At some point, it might be necessary to contact outsiders to address major ethical problems. In most cases, however, a more effective (and immediate) solution is to discuss the issue internally with a supervisor or someone you trust.
You send an e-mail to your manager updating her on the status of one of your projects. Downward flow Horizontal flow Upward flow
Upward flow Explanation: The e-mail you send to your supervisor demonstrates upward information flow. Communications flowing upward are generally used to communicate progress reports, product feedback, customer data, suggestions, problems, and clarification.
CH1: Employees today are not simply hired based on what they know. They are also hired for their ability to learn quickly and think critically. In order to thrive and advance in the business world today, individuals must be equipped to navigate the complexity of the digital workplace and to take charge of their own careers. Q: What are some of the characteristics and skills most employers look for in recruits? Check all that apply. Steadfast adherence to routine Tendency to keep new ideas quiet Willingness to listen to other opinions Critical thinking Eagerness to learn about new technologies
Willingness to listen to other opinions Critical thinking Eagerness to learn about new technologies Explanation: Many employees have more ownership over their jobs than before, and that means they are expected to spot problems using their critical thinking skills. In order to implement a solution that will work best, they should also be interested in hearing other opinions and proposed solutions as well as learning about new technologies. Innovation is key in business, so employers look for individuals who can develop and share new ideas. As technological advances make the workplace increasingly dynamic, employees must be flexible and willing to adapt to change.
CH1: Communication skills are critical to successful job performance. In the workplace, you will be required to demonstrate effective communication skills when interacting with your boss, coworkers, and customers. For example, imagine that an angry customer writes a letter complaining about a defective lamp and demands a refund. You have the task of denying the refund without making the customer angrier. The only way to accomplish this is by using some sophisticated ________________. reading skill writing skill listening skill
Writing Skill Explanation: Crafting an effective written message is challenging. In this situation, because you are giving bad news, you will need to be skillful and effective in writing a message that will be acceptable to your audience and that will encourage your audience's continued business. While your reading skills will assist you in reviewing the customer's letter, they're not the skills you'll use when you respond to the customer. If you speak directly to the customer later on, you'll need to use your listening skills.
You are about to speak at a press conference to announce how last fall's unseasonably hot weather damaged crops. You realize this information could have a negative effect on the company's stock prices. Is it necessary to be completely honest about how badly the crops have suffered? Yes, stockholders have a right to know how their investment is doing. No, stockholders need only a general sense of the situation. Maybe, if there is enough positive news available to offset the negative news.
Yes, stockholders have a right to know how their investment is doing. Explanation: Telling the truth is much more important in business than many believe. Although you want to couch negative news in careful terms, you must tell the truth about the damaged crops to maintain the stockholders' goodwill and faith in the company.
Were you to get permission to use the images in the report, how should you use them? No citation is necessary because the report is a business document. You should cite yourself as the image's original source. You should include a citation of the image's original source
You should include a citation of the image's original source
If you decide to make an announcement about the damaged crops at the press conference, what would be the best way to relate the bad news? You should use agricultural jargon to minimize the impact. You should deny requests for questions after you have completed your speech. You should speak clearly and simply to ensure comprehension.
You should speak clearly and simply to ensure comprehension. Explanation: Communicating clearly ensures both audience comprehension and goodwill. If you were to make the message unnecessarily complex or even refuse to interact, it would seem as if you were trying to hide important information from the public.
When should you talk to your friend about the job cuts? You should wait until you know who will be laid off. You should wait until the rest of the staff is notified. You should wait until your friend asks you about it.
You should wait until the rest of the staff is notified.
Writing skills are increasingly important in today's digital workplace because many workers stay connected by using communication technologies like e-mail and instant messaging. College graduates with good writing skills __________________________________. are in high demand in the business world perform better in job interviews don't have to work as hard as other employees
are in high demand in the business world Explanation: A study conducted by the National Commission on Writing found that only one-third of salaried employees with writing responsibilities demonstrate the writing proficiency required of them. This means that businesses need better writers. While good writing skills will make you an attractive job candidate, performing well during job interviews requires different skills, including speaking and listening skills. Being able to write well may make certain aspects of your job easier, but this does not mean you won't have to work as hard as other employees.
CH1: Writing skills are increasingly important in today's digital workplace because many workers stay connected by using communication technologies like e-mail and instant messaging. Those who write well_______________________________. were born with an innate ability for writing are neglected in favor of good speakers . are targeted by companies for rapid advancement
are targeted by companies for rapid advancement Explanation: Since modern technologies like e-mails, wikis, and instant messages require so much writing, excellent writing skills are critical. If you can write well, you can represent your company well. Therefore, your superiors will be much more likely to move you up the corporate ladder quickly. Because modern technology often involves written communication, good writers have just as many opportunities as good speakers. Not every good writer was born with an innate ability for writing. Writing does not come easily to everyone, but everyone can work to become an effective writer.
A disadvantage is that_______________________________________ verbal messages require no specific skill conversations lack warmth complex ideas may be expressed inaccurately
complex ideas may be expressed inaccurately Explanation: the informal nature of conversations sometimes prohibits the level of precision and forethought that is important in the expression of complex ideas.
When writing an e-mail, an advantage is convenience nonverbal clues immediate feedback
convenience V: E-mails are convenient, especially when your audience isn't immediately able to receive your message X: E-mails do not provide immediate feedback or nonverbal cues.
When communicating during a job interview, an advantage is that you can create a well-organized message create a personal connection schedule it conveniently
create a personal connection Explantation: Although interview situations may be nerve-wracking, the opportunity to meet with a prospective employer can lead to a feeling of connection. However, nervousness can lead to careless or imprecise messages during the course of conversation.
Writing skills are increasingly important in today's digital workplace because many workers stay connected by using communication technologies like e-mail and instant messaging. Effective writing skills are___________________________________________ useful, but not necessary, as administrative assistants will write most of your letters for you critical for a successful career in business no longer as necessary as they used to be
critical for a successful career in business Explanation: Many technologies used in business today, such as e-mail, wikis, and instant messaging, are only as effective as the writers who use them. Effective writing skills are critical to your career development in the modern workplace. Unless you are an executive, you will be required to do most of your own writing on the job; therefore, writing skills will be critical to your success in the workplace.
When writing a letter, an advantage is _______________________________. immediate feedback economy simplicity
economy Explanation: Written letters are very economical, usually costing less than a long-distance phone call. Written letters are not simple and do not provide immediate feedback. Because they should be written precisely and appropriately, written documents require more effort.
When communicating with others by phone, an advantage is that you can _____________________________________ receive immediate feedback perceive nonverbal cues send careful and precise messages
receive immediate feedback
When communicating through face-to-face conversation with another person, an advantage is that you can ___________________________ create a permanent record receive nonverbal clues develop careful and precise messages
receive nonverbal clues Explanation: Engaging in a face-to-face conversation allows you to derive deeper message meanings by decoding nonverbal cues.
A disadvantage is that written documents seem impersonal may be careless or imprecise require introspection
seem impersonal
