Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
Chapter 1 Lecture Notes and Teaching Suggestions
Answers to Chapter Review Questions
1. Explain why writing has been called a “career sifter,” a “threshold skill,” or “the price
of admission.” (Obj. 1)
2. What does the expression communication skills include? (Obj. 1)
3. What type of employee is required in today’s dynamic world of work, and what new job
requirements have emerged? (Obj. 1)
Executives say that they need employees with a broader range of skills as well as higher
4. What kind of digital-age literacy does the hyperconnected workplace of today require?
(Obj. 2)
To achieve literacy in the digital age means not only using multimedia applications and
5. Who are knowledge workers? Why are they hired? (Obj. 2)
Knowledge workers are thinkers and planners who generate, process, and exchange
6. What types of jobs will probably remain plentiful in the future, and how can you
prepare for them? (Obj. 2)
Jobs that require thinking, brainpower, and decision-making skills are likely to remain in
7. How are tech-savvy companies using social media and other digital tools? (Obj. 3)
Tech-savvy companies are embracing digital tools to connect with consumers, invite
feedback, and improve their products and services. They may announce promotions and
8. What does it mean that the office of the future is mobile and always “on”? (Obj. 3)
In a global economy in which corporations own far-flung operations around the world, a
9. Why do fewer layers of management mean greater communication challenges for
frontline workers? (Obj. 3)
Frontline employees must participate in decision making, which requires skill in collecting,
10. How has technology changed the way businesses communicate internally and
externally? (Obj. 4)
Social media and other information technology have led to instant, interactive, less
paper-based communication. E-mail, instant messaging, texting, voice mail, and social media
11. Why is information-rich oral communication considered more effective than written
communication transmitted by “leaner” media? Why doesn’t everyone exclusively use
the richest media to communicate? (Obj. 4)
Oral communication is considered more effective because people conversing can provide
immediate feedback, are able to adjust to the audience, can deliver a message quickly, supply
12. Compare formal and informal channels of communication within organizations. Which
is more valuable to employees? (Obj. 4)
Formal channels of communication include such tools as staff meetings, intranet
announcements and posts, e-mail, newsletters, public announcements, voice mail, videos,
13. How can you control or respond ethically to office gossip? (Obj. 5)
a. Run away from anyone who starts to gossip.
b. End rumors about others.
c. Attack rumors about yourself.
14. What are seven goals of ethical business communicators? (Obj. 5)
a. Abide by the law.
b. Tell the truth.
15. When you face a difficult ethical decision, what questions should you ask yourself?
(Obj. 5)
a. Is the action legal?
b. How would I see the problem if I were on the opposite side?
Answers to Critical Thinking Questions
1. Do you consider your daily texting, Facebook updates, blog entries, e-mails, and other
informal writing to be “real writing”? How might such writing differ from the writing
done in business? (Obj. 1)
Answers will vary. A Pew Internet & American Life study found that teens and young adults
consider their frequent e-communication as very different from the traditional writing they
2. Sharing various digital media impulsively can lead to embarrassment and worse. Have
you or has someone you know ever regretted posting a comment, photo, or other digital
media online? (Obj. 2)
Answers will vary. Some students may be too embarrassed to admit to serious blunders on
3. How do you feel about the work–life balance in today’s 24/7 “anytime, anywhere” digital
workplace? Do you anticipate negative effects on your health and personal life? (Obj. 3)
Answers will vary, but most students are probably aware that being constantly tethered to
their jobs with smart mobile technology comes at a price. A potential overreach by the office
is the dark side of convenience and 24/7 connectedness facilitated by smart devices. The
4. Critics complain that e-mail is reducing the amount of face-to-face communication at
work and this is bad for business. Do you agree or disagree? (Obj. 4)
First, one must decide whether the assertion that e-mail is replacing face-to-face
communication is a fact or an opinion. It might be difficult to prove that e-mail is indeed
replacing face-to-face communication. Regardless, it is a fact that e-mail is rapidly becoming
a prime communication channel. E-mail has many advantages including speed, ease,
5. Ethical Issue: Josh in the Accounting Department tells you that he heard from a reliable
source that 15 percent of the staff will be fired within 120 days. You would love to share
this juicy news with other department members, for their own defense and planning.
Should you? Why or why not?
It would be unwise to spread this rumor. The source is not reliable. In addition, if the
ZOOMING IN
Intel Blazes the Social Media Trail
Critical Thinking
Why is a natural writing style more appropriate for social media than a formal writing
style?
Writing in a conversational style helps engage readers. By using clear, natural prose with
Why is reading and revising especially important when using social media?
Sometimes we rush when we write, and by doing so, we may use words or write in a tone we
do not intend. Only by carefully reading over what we write and editing for content, tone,
How are an organization's values reflected in its business practices?
Organizations such as Intel have core values, or principles, that guide their day-to-day
business activities. For example, Intel is committed to sustainability. That has translated into
ZOOMING IN
Your Turn: Applying Your Skills At Intel
Students will compose a short e-mail that explains when and where they saw the negative post.
Ethics Check Solutions
Ethics Check, Page 15
Too Connected?
Office workers use smartphones, e-mail, voicemail, and text messaging. Many are literally
always on call and feel overwhelmed. What are the limits of connectedness, and what is the
expected response time for various media? Is it fair to dodge an unpleasant call by sending
it to voice mail or to delay answering certain e-mail messages? How about text messages?
Most of us would probably agree that it is not appropriate to take a call in the restroom, yet
extreme forms of connectedness exist in the workplace. Trading partners may be on call in the
middle of the night to accommodate their international counterparts in different time zones.
Ethics Check, Page 22
Office Grapevine
Like a game of “telephone,” the grapevine can distort the original message because the
news travels through many mouths and ears at the office. Knowing this, can you safely
share with even a trusted colleague something that you would not comfortably discuss with
everyone?
Aside from the advantages and the general accuracy of the office grapevine, participating in this
informal communication channel can spell trouble. Meaning can be distorted, and even
Ethics Check, Page 27
Blurt Out the Truth?
While serving as an interviewer on behalf of your organization, you are expected to tell
prospective employees that the firm is a great place to work. However, you know that the
work environment is bad, morale is low, and staff turnover is high. What should you do?
If the employment situation with your employer is that bad, you should probably be looking for
another position yourself. However, if you must give a response, try to find something positive to
Photo Essay Solutions
Photo Essay, Page 9
Online communication and collaboration skills are critical in today’s business world, especially
for organizations that use virtual teams, telecommuting, and nonterritorial workspaces.
