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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 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
