Management Chapter 13 Homework Students Will Want Consider Many The Topics

2. Research in team communications has focused on the extent to which a team’s

communications are centralized and on the nature of the team’s task.

a. In a centralized network team members must communicate through one

b. In a decentralized network individuals can communicate with other team

3. In a highly competitive global environment, teams deal with complex problems, and

members should share information in a decentralized structure to solve problems.

Benchmarking: U.S. Air Force

Once upon a time, military analysts were backroom technicians, tending toward the older side.

The new generation are twenty-somethings, weaned on interactive games and computers, such as

25-year-old First Lieutenant Jamie Christopher, who used to make friends through Instant

C. Personal Communication Channels

1. Developing Personal Communication Networks. Personal communication channels

2. Three types of personal communication channels are personal networks, management

by walking around, and the grapevine.

3. Personal networking refers to the acquisition and cultivation of personal

relationships that cross departmental, hierarchical, and organizational boundaries.

Tips for networking include the following.

a. Build it before you need it. Managers should not wait until they need something

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c. Make it win-win. Successful networking is about getting what you want and

Exhibit 13.7: An Organizational Communication Network

4. The Grapevine. The grapevine is an informal, person-to-person communication

network of employees that is not officially sanctioned by the organization.

a. The grapevine links employees in all directions.

b. The grapevine exists in all organizations and is more active during change,

5. Written Communication. Managers frequently have to communicate in writing via

memorandums, reports, or everyday e-mails. Evidence shows that the writing skills

of U.S. employees and managers in general are terrible. Managers can improve their

writing skills by following certain guidelines.

a. Respect the reader. The reader’s time is valuable; pay attention to grammar and

spelling.

b. Know your point and get to it. What key piece of information you want the reader

IV. WORKPLACE COMMUNICATION

INSTRUCTOR’S NOTES___________________________________________________________

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A. Crisis Communication

1. Recently, the sheer number and scope of crises has made communication a more

demanding job for managers.

3. Four managerial skills for communicating in a crisis:

a. Stay calm, listen hard. Good crisis managers don’t allow themselves to be

overwhelmed by the situation.

b. Be visible. A manager’s job is to step out immediately, both to reassure

employees and to respond to public concerns.

Business Blooper: Toyota

An executive at Toyota Corporation wrote an email in late 2009 stating, “I hate to break it to

you, but we have a tendency for mechanical failure in accelerator pedals…on certain models.”

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Spotlight on Skills: Zappos.com

Zappos, an online shoe and clothing retailer, fosters a corporate culture dedicated to exceptional

customer service and happiness. The CEO, Tony Hsieh, is an engaging communicator, giving

B. Communication Technology

1. The rapidly changing digital environment is bringing sweeping changes to workplace

communication. Use of email, Twitter, and Facebook has increased dramatically just

2. Popular collaboration tools, such as podcasts, blogs, and wikis, are also opening up

C. Climate of Trust and Openness

1. Perhaps the most important thing managers can do to enhance organizational

3. Managers should encourage the use of multiple channels, including both formal and

Spotlight on Ethics: Charlie Sheen and CBS

How far should a network let its top star go before they cancel la profitable show? Charlie Sheen

had been arrested for domestic violence, partied with porn stars, and as a drug addict announced

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Answers to Discussion Questions

1. Lee’s Garage is an internal Wal-Mart Web site that CEO H. Lee Scott uses to communicate

with the company’s 1.5 million U.S. employees. A public relations associate screens

employee questions, and Scott dictates his responses to an aide, who then posts them on the

Web. What would you predict are the advantages and potential problems to this method of

upper-level management connection with employees?

The advantage to this method of upper-level management communication is that Scott doesn’t

have to read or respond to the frivolous, or perhaps the difficult questions because the public

2. Describe the elements of the communication process. Give an example of each part of the

model as it exists in the classroom during communication between teacher and students.

The communication process begins with the encoding of an idea into a message, which is then

sent through a channel to a receiver. The receiver decodes the message to interpret its meaning

3. What communication channel would you select if you had to give an employee feedback

about the way he mismanaged a call with a key customer? What channel would you use to

announce to all employees the deadline for selecting new health-care plans? Why?

Personal, individual feedback, whether positive or negative, should always be communicated

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4. What are the characteristics of an effective listener? How would you rate yourself on those

characteristics?

5. Some senior managers believe they should rely on written information and computer reports

because these yield more accurate data than do face-to-face communications. Do you

agree? Why or why not?

Face-to-face communication is the richest medium. Telephone conversations are next in the

6. A survey conducted in 2008 by the Society for Human Resources Management found that 54

percent of human resources professionals had documented an uptick in gossip or rumors

about recession-related downsizing or layoffs. As a manager, what communication

strategies would you employ during a time of uncertainty in the workplace? What are the

advantages and disadvantages of gossip during a time of uncertainty?

During times of uncertainty, managers should use every communication channel they can to help

7. How does a climate of trust and openness improve organizational communication?

8. Assume you manage a small online business that sells herbal supplements. Without your

knowledge, a disgruntled employee has posted damaging information about your company in

the company’s blog, including false information about dangerous ingredients in your best–

selling supplement. What specific steps would you take to minimize the risk of this crisis?

Managers can develop four skills for communicating in a crisis. First, managers should stay

calm and listen hard. Good crisis managers don’t allow themselves to be overwhelmed by the

9. Assume you have been asked to design a training program to help managers become better

communicators. What would you include in the program?

This question is designed to stimulate student thinking, and there is no single correct answer.

Students will want to consider many of the topics covered in this chapter including

10. A study reported in the Journal of Applied Psychology found that people are more willing to

lie and feel more justified doing so when using e-mail than when using pen and paper, even if

told their lie would be discovered. What might be some reasons for this? Should managers

limit the use of e-mail in their organizations? Discuss.

It may be that people using e-mail feel a certain sense of autonomy, despite the reality that the e-

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TEACHING NOTES FOR LEARNING EXERCISES

Self Learning: Personal Assessment of Communication Apprehension

This exercise gives students an indication of how much apprehension (fear or anxiety) they feel

in a variety of communication settings. To be an effective communication champion, one should

work to overcome communication anxiety.

Group Learning

Students perform this exercise in pairs, asking yes–no questions of each other, answering in the

affirmative and then asking another yes–no question back. After a set period of time, the

instructor stops the exercise and facilitates a class discussion about the conversations.

Action Learning: Listen Like a Pro

Students are asked to form groups and, within their groups, form pairs of two. They then sit face

to face and each gazes into his or her partner’s left eye. Once they’re comfortable with eye

TEACHING NOTE FOR ETHICAL DILEMMA

On Trial

1. Agree with Cathy Putnam. Despite your personal feelings, accept that Firoz Bahmani is not

capable of carrying out the accountant assistant’s responsibilities. Make the break now, and

give him his notice on the grounds that he cannot carry out one of the key stated job

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2. Place Firoz with a more sympathetic account manager who is open to finding ways to help

him improve his English and has the time to help him develop his assertiveness and

telephone skills. Send Cathy Putnam to diversity awareness training.

This is probably the best option. Werner should place Firoz with another account manager who

is more tolerant and is willing to find ways to help Firoz develop his language skills. If possible,

3. Create a new position at the firm that will allow Firoz to do the reports and reconciliations

for several account managers, freeing the account assistants to concentrate on public contact

work. Make it clear that he will have little chance of future promotion unless his English

improves markedly.

CASE FOR CRITICAL ANALYSIS

Hunter-Worth

1. Based on Vicente Ruiz’s actions and his conversation with Chuck Moore, what differences do

you detect in cultural attitudes toward communications in Mexico as compared with the

United States? Is understanding these differences important? Explain.

While American managers may consider e-mail a method of formal communication in all

2. What was the main purpose of Chuck’s communication to Vicente? To Michael Sato? What

factors should he have considered when choosing a channel for his communication to

Vicente? Are they the same factors he should have considered when communicating with

Michael Sato?

Chuck’s communication to Vicente is intended to generate answers to his questions regarding the

lateness and quantity shortfalls of the Mexican plant’s shipments. His communication to Sato

3. If you were Chuck, what would you have done differently? What steps would you take at this

point to make sure the supply of the popular new toy is sufficient to meet the anticipated

demand?

Chuck should have spoken directly with Vicente by telephone to get answers about the late

ON THE JOB VIDEO CASE

Plant Fantasies: Managing Communication

1. Using the concept of channel richness, explain why leaders at Plant Fantasies place a high

value on face-to-face communication.

Channel richness is the amount of information that can be transmitted during a communication

episode. Face-to-face discussion is considered the richest communication channel because it

2. What impact might gender have on the communication styles of Teresa Carleo and Steve

Martucci? Give examples.

Generally speaking, communication by women tends to focus on connection and the feeling of

relative closeness. For women, conversation is a way to establish meaningful contact and

negotiate relationships. When speaking of Sales Director Steve Martucci, she says, “He knows

3. Which of the three types of formal organizational communication would you expect to

originate from Teresa Carleo and Steve Martucci, and why?

The three types of formal organizational communication that flow within the chain of command

BIZFLIX VIDEO CASE

Friday Night Lights (II)

Video Case Synopsis

The Odessa, Texas, passion for Friday night high school football (Permian High Panthers) comes

through clearly in this cinematic treatment of H. G. (Buzz) Bissinger’s well-regarded book of the

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same title.1 Coach Gary Gaines (Billy Bob Thornton) leads them to the 1988 semifinals where

Video Case Discussion Questions and Suggested Answers

1. This chapter emphasized the speaker and the listener(s) in the communication process.

Coach Gaines is the speaker and each team member and the Assistant Coaches are listeners.

Only Gaines spoke. Did he still meet the basic requirements of effective communication?

Draw examples from his speech to support your conclusions.

This chapter earlier defined communication as “process by which information is exchanged

2. This chapter distinguished between purpose-directed communication and strategic

conversation. Which of these communication types best fits this sequence? Draw examples

from the sequence to make your point.

The film sequence offers an excellent example of purpose-directed communication. Coach

3. Assess the effectiveness of this communication event. How do you expect team members and

the assistant coaches to react in the second half of the game?

1 J. Craddock, ed., VideoHound’s Golden Movie Retriever (Detroit, MI: Gale Cengage Learning,

2008), p. 368.