2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
1 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
Instructor Manual
Lehman/DuFrene/Walker, BCOM 11e, 9780357901243; Chapter 1: Establishing a Framework for
Business Communication
TABLE OF CONTENTS
Purpose and Perspective of the Chapter .............................................................................................. 2
Chapter Objectives............................................................................................................................... 2
Complete List of Chapter Activities and Assessments ........................................................................... 2
Key Terms ............................................................................................................................................ 4
What's New in This Chapter ................................................................................................................. 5
Chapter Outline ................................................................................................................................... 5
Additional Discussion Questions ........................................................................................................ 11
Additional Activities and Assignments ............................................................................................... 13
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
,2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
2 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
PURPOSE AND PERSPECTIVE OF THE CHAPTER
The purpose of this chapter is to define communication. People communicate for three basic
purposes: to inform, to persuade, and to entertain. However, in the professional workplace, some of
these purposes have greater importance. Informing and persuading are common purposes of
communication in the workplace. In addition, establishing and maintaining our credibility and positive
relationships with others are also important purposes in an organizational setting.
What is communication? Communication is the process of exchanging and interpreting information and
meaning between or among individuals through a system of symbols, signs, and behavior. In ideal
situations, the goal is to reach mutual understanding.
CHAPTER OBJECTIVES
The following objectives are addressed in this chapter:
1-1 Define communication and describe the value of communication in business.
1-2 Explain the communication process model and the ultimate objective of the
communication process.
1-3 Discuss how information flows in an organization.
1-4 Explain how legal and ethical constraints, diversity challenges, changing technology, and
team environment act as contextual forces that influence the process of business
communication.
COMPLETE LIST OF CHAPTER ACTIVITIES AND ASSESSMENTS
The following table organizes activities and assessments by objective, so that you can see how
all this content relates to objectives and make decisions about which content you would like to
emphasize in your class based on your objectives. For additional guidance, refer to the Teaching
Online Guide.
Chapter Activity/Assessment Source (i.e., PPT slide, Duration
Objective Workbook)
N/A Icebreaker PowerPoint Slide 2 5–10 mins.
1-3 Knowledge Check 1 PowerPoint Slide 14 5–10 mins.
1-4 Knowledge Check 2 PowerPoint Slide 28 5–10 mins.
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
,2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
3 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
N/A Grammar and Mechanics Pre- MindTap Learning Path N/A
Course Diagnostic* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
N/A Grammar and Mechanics MindTap Learning Path N/A
Tutorials* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
N/A Grammar and Mechanics MindTap Learning Path N/A
Check-Up Activities* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
Chapters 1–2 Why Does Workplace MindTap Learning Path 10 mins.
Communication Matter to Part 1 Folder
Me? (Part 01 Communication
Foundations)**
1-1–1-4 Learn It: Chapter 01 MindTap Learning Path 35–45 mins.
Establishing a Framework for Chapter 1 Folder
Business Communication
1-1–1-4 Apply It: Assignment: MindTap Learning Path 35–45 mins.
Chapter 01 Establishing a Chapter 1 Folder
Framework for Business
Communication
1-1–1-4 Practice Quiz: Chapter 01 MindTap Learning Path 25–30 mins.
Establishing a Framework for Chapter 1 Folder
Business Communication
N/A Aplia Writing Tutorial*** MindTap Learning Path N/A
Additional Resources
(Appendices, Writing
Tutorial, and Model
Documents) Folder
* These activities appear before the student will begin the course.
** This activity appears at the beginning of Part 1.
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
, 2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
4 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
***This activity appears toward the end of the full learning path.
[return to top]
KEY TERMS
Chronemics: the study of how a culture perceives time and its use.
Context: a situation or setting in which communication occurs
Diversity skills: the ability to communicate effectively with people of all genders, ages, cultures, and
underrepresented groups
Downward communication: a type of communication that flows from supervisor to employee, from
policy makers to operating personnel, or from top to bottom on the organizational chart
Ethics: the principles of right and wrong that guide one in making decisions that consider the impact of
one’s actions on others as well as on the decision maker
Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things
External messages: messages directed to recipients outside the organization
Formal communication network: a network of communication flow typified by the formal
organizational chart; dictated by the technical, political, and economic environment of the organization
Horizontal (or lateral) communication: interactions between organizational units on the same
hierarchical level
Informal communication network: a network of communication flow that continuously develops as
people interact within the formal system to accommodate their social and psychological needs
Interferences: also called barriers; numerous factors that hinder the communication process
Internal messages: messages intended for recipients within the organization
Organizational communication: the movement of information within the company structure
Proxemics: the study of cultural space requirements
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
1 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
Instructor Manual
Lehman/DuFrene/Walker, BCOM 11e, 9780357901243; Chapter 1: Establishing a Framework for
Business Communication
TABLE OF CONTENTS
Purpose and Perspective of the Chapter .............................................................................................. 2
Chapter Objectives............................................................................................................................... 2
Complete List of Chapter Activities and Assessments ........................................................................... 2
Key Terms ............................................................................................................................................ 4
What's New in This Chapter ................................................................................................................. 5
Chapter Outline ................................................................................................................................... 5
Additional Discussion Questions ........................................................................................................ 11
Additional Activities and Assignments ............................................................................................... 13
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
,2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
2 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
PURPOSE AND PERSPECTIVE OF THE CHAPTER
The purpose of this chapter is to define communication. People communicate for three basic
purposes: to inform, to persuade, and to entertain. However, in the professional workplace, some of
these purposes have greater importance. Informing and persuading are common purposes of
communication in the workplace. In addition, establishing and maintaining our credibility and positive
relationships with others are also important purposes in an organizational setting.
What is communication? Communication is the process of exchanging and interpreting information and
meaning between or among individuals through a system of symbols, signs, and behavior. In ideal
situations, the goal is to reach mutual understanding.
CHAPTER OBJECTIVES
The following objectives are addressed in this chapter:
1-1 Define communication and describe the value of communication in business.
1-2 Explain the communication process model and the ultimate objective of the
communication process.
1-3 Discuss how information flows in an organization.
1-4 Explain how legal and ethical constraints, diversity challenges, changing technology, and
team environment act as contextual forces that influence the process of business
communication.
COMPLETE LIST OF CHAPTER ACTIVITIES AND ASSESSMENTS
The following table organizes activities and assessments by objective, so that you can see how
all this content relates to objectives and make decisions about which content you would like to
emphasize in your class based on your objectives. For additional guidance, refer to the Teaching
Online Guide.
Chapter Activity/Assessment Source (i.e., PPT slide, Duration
Objective Workbook)
N/A Icebreaker PowerPoint Slide 2 5–10 mins.
1-3 Knowledge Check 1 PowerPoint Slide 14 5–10 mins.
1-4 Knowledge Check 2 PowerPoint Slide 28 5–10 mins.
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
,2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
3 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
N/A Grammar and Mechanics Pre- MindTap Learning Path N/A
Course Diagnostic* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
N/A Grammar and Mechanics MindTap Learning Path N/A
Tutorials* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
N/A Grammar and Mechanics MindTap Learning Path N/A
Check-Up Activities* Course Orientation and
Grammar and
Mechanics Diagnostic
Folder
Chapters 1–2 Why Does Workplace MindTap Learning Path 10 mins.
Communication Matter to Part 1 Folder
Me? (Part 01 Communication
Foundations)**
1-1–1-4 Learn It: Chapter 01 MindTap Learning Path 35–45 mins.
Establishing a Framework for Chapter 1 Folder
Business Communication
1-1–1-4 Apply It: Assignment: MindTap Learning Path 35–45 mins.
Chapter 01 Establishing a Chapter 1 Folder
Framework for Business
Communication
1-1–1-4 Practice Quiz: Chapter 01 MindTap Learning Path 25–30 mins.
Establishing a Framework for Chapter 1 Folder
Business Communication
N/A Aplia Writing Tutorial*** MindTap Learning Path N/A
Additional Resources
(Appendices, Writing
Tutorial, and Model
Documents) Folder
* These activities appear before the student will begin the course.
** This activity appears at the beginning of Part 1.
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
, 2026/2027: exam testbankBCOM
solutions
BCOM
11th
manual
Edition
11th Edition
Q&A
by Carol
100%
by Carol
M.
verifiedPage
Lehman
M. Lehman
Complete
4 ofComplete
265Chapter
Chapter
Solutions
Solutions
ManualManual
are included
are included
(Ch 1 (Ch
to 14)
1 to 14)Q&A solutions guide
***This activity appears toward the end of the full learning path.
[return to top]
KEY TERMS
Chronemics: the study of how a culture perceives time and its use.
Context: a situation or setting in which communication occurs
Diversity skills: the ability to communicate effectively with people of all genders, ages, cultures, and
underrepresented groups
Downward communication: a type of communication that flows from supervisor to employee, from
policy makers to operating personnel, or from top to bottom on the organizational chart
Ethics: the principles of right and wrong that guide one in making decisions that consider the impact of
one’s actions on others as well as on the decision maker
Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things
External messages: messages directed to recipients outside the organization
Formal communication network: a network of communication flow typified by the formal
organizational chart; dictated by the technical, political, and economic environment of the organization
Horizontal (or lateral) communication: interactions between organizational units on the same
hierarchical level
Informal communication network: a network of communication flow that continuously develops as
people interact within the formal system to accommodate their social and psychological needs
Interferences: also called barriers; numerous factors that hinder the communication process
Internal messages: messages intended for recipients within the organization
Organizational communication: the movement of information within the company structure
Proxemics: the study of cultural space requirements
Q&A solutions guide- BCOM
BCOM
11th
11th
BCOM
Edition
Edition
11th
by by
Edition
Carol
Carol
M.
byM.
Lehman
Carol
Lehman
M.Complete
Lehman
Complete
Complete
Chapter
Chapter
Solutions
Chapter
Solutions
Manual
Solutions
ManualareManual
are
included
included
are(Ch
included
(Ch
1 to
1 14)
to(Ch
14).pdf
1 to 14)Q&A solutions guide
