978-1285094069 Chapter 1 Solution Manual

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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.