978-0538731089 Chapter 4 Solution Manual

Unlock access to all the studying documents.

View Full Document

Chapter 4

Communication: The Essential Skill

FOCUS

CHAPTER PREVIEW

OBJECTIVES

After studying this chapter, you should be able to:

4.1 Explain the communication process

4.2 Discuss the factors that impact communication

4.3 Make your communication skills work for you

4.4 Describe how technology is changing worker communication

TEACHING-LEARNING SUGGESTIONS

Supplementary Exercise 4.1

Introduce Chapter 4 with a question: can we ever not communicate when we are with one or more

other people? Use this question to introduce all the different ways that people communicate,

emphasizing that we communicate even when we are not talking.

Answers to Jump Start

1. Distance communication technologies are very helpful in business interactions.

2. Student answers will vary but will probably focus on advances in and increased use of

4.1 The Importance of Communication

Definition of Communication

Communication is the process by which we exchange information through a system of common

Chapter 4 Communication: The Essential Skill 1

Have students discuss their results and reaction to the communication competency quiz.

Communication Flow

Answers to Ask Yourself

1. Student answers will vary with most likely listening and speaking being the two most

2. Student answers will vary but again should demonstrate understanding of the four basic

4.2 Factors that Hinder Good Communication

Numerous factors can cause distortions and blocks in communication. These factors can

create problems for you.

Answers to Ethics Connection

Answers to Ask Yourself

1. Answers will vary but should demonstrate knowledge of the barriers to

2. This question should generate much class discussion and possible humor.

2 Human Relations—Instructor’s Resource CD

3. This question should generate much class discussion and possible humor.

4. This question should generate much class discussion and possible humor.

4.3Making Communication Skills Work

Listening Skills

Speaking Skills

Answers to Ethics Connection

Written Communication Skills

Discuss importance of good writing skills, 5 Cs of communication, and suggestions for

written communication.

Supplementary Exercise 4.2 with T.M. 4-1A-B

The instructor should first show Teaching Master 4.1A, “the wrong way” version of the memo at

the top half of the master, to the class and ask students to identify problems with it (too wordy,

inappropriate tone). Emphasize the 5Cs of communication introduced in this chapter. Then, the

instructor should show “the right way” version and summarize by showing the “Writing

Checklist” (T.M. 4.1B).

Answers to Global Connection

Chapter 4 Communication: The Essential Skill 3

Nonverbal Communication

Nonverbal communication—communication without words—is any meaning

conveyed through body language, through the way the voice is used, and through the

way people position themselves in relation to others. How you say something is

frequently just as important as what you say. Your tone of voice, facial expression,

gestures, or haste may determine how listeners interpret your words and may even

overshadow them. People with strong human relations skills are usually good at

reading others’ body language and in using nonverbal communication. In a well-

known study, Dr. Albert Mehrabian, an expert in nonverbal communication, found that

nonverbal communication accounts for at least 93 percent of the impact of our

communication and words account for only 7 percent.15 Discuss Figure 4.6, Nonverbal

Communication, and the suggestions for making nonverbal communication work for

you.

Professional Presentation Skills

Growing in importance, this is the ability to make effective professional presentations

to individuals or to groups, whether for sales or for information sharing. Making an

effective presentation requires your best speaking, listening, and nonverbal skills.

You’ll even need sharp writing and technology skills to organize your presentation and

create effective PowerPoint shows or visual aids. Discuss the suggestions for making

presentations that accomplish your goals.

Answers to Ask Yourself

1. Student answers will vary but should demonstrate self-reflection and understanding of

2. Individual student situations will vary but should demonstrate an understanding

3. Responses should demonstrate an understanding of suggestions in the chapter for

4. Responses should demonstrate an understanding of suggestions in the chapter for

4.4 Technology and Worker Communication

Technology is changing how we communicate in our work. Wireless and integrated

technologies allow sending images, text, and sound from virtually anywhere. Voice mail,

e-mail, faxes, text messaging via cell phone and BlackBerry, instant messaging, web

conferencing, and other technologies permit us to communicate more quickly, frequently,

and efficiently. Phones are smarter and more useful, the Internet pervasive, touch

interfaces more sophisticated, and hardware more powerful and less expensive. Even

newspapers provide multimedia search options. Discuss the technologies and uses

covered in the chapter and any other new ones of which the class may be aware.

4 Human Relations—Instructor’s Resource CD

Answers to In the News

Answers to Technology Connection

1. No doubt this question will generate much discussion about the effect of 24-

2. Answers will vary but will probably include the issues of privacy, openness,

3. Answers will vary but will probably include the issues of privacy, openness,

4. Answers will vary but certainly should focus on the need to use emotional

Answers to Technology Connection

Answers to Ask Yourself

1. Student answers will vary but should demonstrate understanding of various

2. Student answers will vary, but may include speaking clearly, being brief, using

3. Student answers will vary but will probably focus on depersonalization and how to

4. Student answers will vary but should reflect an understanding of trends and

Supplementary Exercise 4.3 with T.M. 4.2

The instructor should duplicate copies of Teaching Master 4.2, Personal Development Plan for

Communication, for each student. The students are to complete the form individually and then

discuss their responses and insights in triads. The instructor should wrap up with a general

discussion involving the entire class. The wrap-up should emphasize the various communication

skills and seek commitment from students to work on specific areas where they are weak.

KEY TERMS DEFINITIONS

Communication Process by which we exchange information through a common system of

symbols, signs, or behavior.

Chapter 4 Communication: The Essential Skill 5

Message The content of the communication sent or received; may be verbal, nonverbal, or

written

Sender Person who transmits, or sends, the message.

Receiver One to whom a message is transmitted; one who receives the message.

Feedback Information given back to a sender that evaluates a message and states what the

Semantics The study of the meanings and the changing meanings of words.

Information overload An inability to continue processing and remembering information because

SUGGESTED RESPONSES TO REVIEW QUESTIONS

1. Communication is the process by which we exchange information through a common system.

2. Common communication barriers and strategies for overcoming them are discussed in the

3. Information overload is an inability to continue processing and remembering information

4. Suggestions for using active listening are discussed in the chapter.

5. Guidelines to make verbal messages and presentations more effective are discussed in the

chapter.

6. An understanding of nonverbal communication is important in organizations because people

7. Four common forms of electronic communication are voice mail, e-mail, instant messaging,

SUGGESTED RESPONSES TO CRITICAL THINKING

6 Human Relations—Instructor’s Resource CD

1. Student answers will vary. This is usually an exercise that produces humor and surprise. The

2. Student answers will vary. The instructor should make certain that an understanding of the

3. Student answers will vary widely.

ANSWERS TO CASE STUDIES

Answers to 1(Mike’s Missed Step)

1. The managers did not understand because Mike had not communicated effectively; the e-mail

2. He could have presented his message better by organizing it. He should have paid special

3. The instructor may choose to have students share their rewrites.

Answers to Application 2 Questions (Jumping to Conclusions)

1. The communication barriers in this case are emotional (employee exhaustion, Gloria’s state

2. Communication skills that should have been used certainly include active listening, careful

HUMAN RELATIONS IN ACTION

1. Student research findings and responses will differ but should demonstrate evidence of

2. Student research findings and responses will differ but should demonstrate evidence of

online work and thoughtful conclusions.

3. The instructor should require students to use their best possible communication skills in

Chapter 4 Communication: The Essential Skill 7