Type
Solution Manual
Book Title
Business Communication: Building Critical Skills 6th Edition
ISBN 13
978-0073403267

978-0073403267 Chapter 17 Appendixes

April 6, 2019
Module 17 - Listening 0
Part 3:
Appendix 17-A: Telephone Game Message
The Original Message
“Every year at State University, the eagles in front of the
Psi Gamma fraternity house were mysteriously sprayed
during the night. Whenever this happened, it cost the Psi
Gams from $75-$100 to have the eagles cleaned. The Psi
Gams complained to officials and were promised by the
president that if ever any students were caught painting
the eagles, they would be expelled from school.”
What did you hear?
Why?
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
17-1
Module 17 - Listening 0
Appendix 17-B: Blocking Responses
Blocking Response Active Response
Ordering, threatening
“I don’t care how you do it.
Just get that report on my
desk by Friday.”
Paraphrase content
“You’re saying that you don’t
have time to finish the report
by Friday.”
Preaching, criticizing
“You should know better
than to air the department’s
problems in a general
meeting.”
Mirroring feelings
“It sounds like the
department’s problems really
bother you.”
Interrogating
“Why didn’t you tell me
that you didn’t understand
the instructions?”
Stating one’s own feelings
“I’m frustrated that the job
isn’t completed yet, and I’m
worried about getting it done
on time.”
Minimizing the problem
“You think that’s bad. You
should see what I have to do
this week.”
Asking for information or
clarification
“What parts of the problem
seem most difficult to solve?”
Advising
“Well, why don’t you try
listing everything you have
to do and seeing which
items are most important?”
Offering to help solve the
problem together
“Is there anything I could do
that would help?”
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
17-2

Subscribe Now

Sign up to view full document

View Document