SOLUTION MANUAL FOR
BUSINESS COMMUNICATION ESSENTIALS FUNDAMENTAL SKILLS
FOR THE MOBILE-DIGITAL-SOCIAL WORKPLACE, GLOBAL EDITION,
8TH EDITION COURTLAND L. BOVEE JOHN V. THILL
Chapters 1-14
CHAPTER 1: Professional Communication in Today’s Digital, Social,
Mobile World
CHAPTER SUMMARY
Chapter 1 focuses on the importance and benefits of becoming an effective business
communicator and highlights characteristics of effective communication. A definition of
effective communication is followed by a discussion of why communication is important in
business, and what it means to communicate effectively as a professional in today‘s global
business environment. The eight phases in the communication process are also explored, and the
traditional ―publishing‖ model of communication is compared with the newer, more interactive
social communication model. The challenges and opportunities presented by the rise of mobile
communication in business are also explored.
Three key ways to improve business communication are addressed in detail: committing to
ethical communication, communicating in a world of diversity, and using communication
technology effectively. Examples of unethical communication practices and a discussion of how
to recognize ethical choices precede a list of questions to help a communicator make an ethical
decision. Readers will learn about ways to recognize cultural differences in areas such as cultural
contexts, ethics, social customs, and nonverbal communication. The suggestions for polishing
both written and oral intercultural skills can help a businessperson communicate more effectively
with those of differing cultural backgrounds, as can the list of tips for working in a culturally
diverse workforce. Readers are offered an overview of technologies that connect businesses, and
aspects of using communication technology effectively are presented. The chapter introduces six
related skills that readers can develop as they progress through the course. The information
presented in Chapter 1 provides a base for all the remaining chapters in the text.
,CHAPTER OUTLINE
Why Communication Is the Most Important Business Skill
Communication Is Important to Your Career
Communication Is Important to Your Company
What Makes Business Communication Effective?
Communicating as a Professional
Understanding What Employers Expect from You
Communicating in an Organizational Context
Adopting an Audience-Centered Approach
Exploring the Communications Process
The Basic Communication Model
The Social Communication Model
The Mobile Revolution
The Rise of Mobile as a Business Communication Platform
How Mobile Technologies Are Changing Business Communication
Committing to Ethical Communication
Distinguishing Ethical Dilemmas from Ethical Lapses
Making Ethical Choices
Communicating in a World of Diversity
The Advantages and Challenges of a Diverse Workforce
Key Aspects of Cultural Diversity
Cultural Context
Legal and Ethical Differences
Social Customs
Nonverbal Communication
Age Differences
Gender Differences
Religious Differences
Ability Differences
Advice for Improving Intercultural Communication
Writing for Multilingual Audiences
Speaking with Multilingual Audiences
Using Technology to Improve Business Communication
Keeping Technology in Perspective
Using Tools Productively
Guarding Against Information Overload
Reconnecting with People Frequently
Developing Skills for Your Career
The Future of Communication: Real-Time Translation
What‘s Your Prediction?
Chapter Review and Activities
,TEACHING NOTES
Why Communication Is the Most Important Business Skill
Communication is the process of transferring information and meaning between senders and
receivers using one or more media and communication channels.
You can have the greatest ideas in the world, but they‘re no good to your company or your career
if you can‘t express them clearly and persuasively.
Effective communication yields a number of important benefits for both you and your company:
A stronger sense of trust between individuals and organizations
Closer ties with important communities in the marketplace
Opportunities to influence conversations, perceptions, and trends
Increased productivity and faster problem solving
Better financial results and higher return for investors
Earlier warning of potential problems, from rising business costs to critical safety issues
Stronger decision making based on timely, reliable information
Clearer and more persuasive marketing messages
Greater employee engagement with their work, leading to higher employee satisfaction
and lower employee turnover
Good ideas must be expressed clearly and persuasively. To develop effective messages, be sure
to follow these steps:
Provide practical information.
Give facts rather than vague impressions.
Present information in a concise, efficient manner.
Clarify expectations and responsibilities.
Offer compelling, persuasive arguments and recommendations.
Communicating as a Professional
Professionalism is the quality of performing at a high level and conducting oneself with purpose
and pride. In this section, readers will learn the significance, and expectation of, being
professional.
Professionalism can be broken down into six elements:
Be the best.
Be dependable.
Be a team player.
Be respectful.
Be ethical.
Be positive.
Readers will understand how professionalism interacts, and depends upon, effective
communication. They will learn the nature of organizational communication and what
competencies employers expect:
, Recognizing information needs, using efficient search techniques to locate reliable
sources of information, and using gathers information ethically (these skills are
collectively known as ―digital informational fluency‖)
Organizing ideas and information logically and completely
Expressing ideas and information coherently and persuasively
Actively listening to others
Communicating effectively with people of diverse backgrounds and experiences
Using communication technologies effectively and efficiently
Following accepted standards of grammar and spelling for high-quality writing and
speaking
Communicating in a civilized manner, even with indifferent or hostile audiences
Communicating ethically
Managing time wisely and using resources efficiently
Using critical thinking
Readers will learn to differentiate between social, scholastic, and professional styles of
communication. They will look at the audience-centered approach to professional
communication and begin to understand the importance of proper business communications
etiquette.
Exploring the Communication Process
Communication is a dynamic, two-way process containing eight steps. It is helpful to understand
these steps so that you may improve your own skills and be able to recognize the many places
and ways in which communication can fail.
The following eight steps make up the communication process:
1. The sender has an idea.
2. The sender encodes the idea in a message.
3. The sender produces the message in a transmittable medium.
4. The sender transmits the message through a channel.
5. The intended audience receives the message.
6. The receiver decodes the message.
7. The receiver responds to the message.
8. The receiver provides feedback.
The communication process described above generally represents the traditional nature of much
business communication, which was primarily defined by a publishing or broadcasting mindset.
In contrast, a newer and increasingly effective social communication model has emerged,
characterized by communication that is interactive, conversational, and usually open to all who
want to participate. Instead of transmitting a fixed message, a sender in a social media
environment initiates a conversation by sharing valuable information, and then that information
is often revised and reshaped by the web of participants as they share and comment on it. The
social model offers many advantages, but it is not without disadvantages. These include
information overload, lower level of engagement with tasks/other people, fragmented attention,
information security risks, reduced productivity, and the challenge of keeping a healthy boundary
BUSINESS COMMUNICATION ESSENTIALS FUNDAMENTAL SKILLS
FOR THE MOBILE-DIGITAL-SOCIAL WORKPLACE, GLOBAL EDITION,
8TH EDITION COURTLAND L. BOVEE JOHN V. THILL
Chapters 1-14
CHAPTER 1: Professional Communication in Today’s Digital, Social,
Mobile World
CHAPTER SUMMARY
Chapter 1 focuses on the importance and benefits of becoming an effective business
communicator and highlights characteristics of effective communication. A definition of
effective communication is followed by a discussion of why communication is important in
business, and what it means to communicate effectively as a professional in today‘s global
business environment. The eight phases in the communication process are also explored, and the
traditional ―publishing‖ model of communication is compared with the newer, more interactive
social communication model. The challenges and opportunities presented by the rise of mobile
communication in business are also explored.
Three key ways to improve business communication are addressed in detail: committing to
ethical communication, communicating in a world of diversity, and using communication
technology effectively. Examples of unethical communication practices and a discussion of how
to recognize ethical choices precede a list of questions to help a communicator make an ethical
decision. Readers will learn about ways to recognize cultural differences in areas such as cultural
contexts, ethics, social customs, and nonverbal communication. The suggestions for polishing
both written and oral intercultural skills can help a businessperson communicate more effectively
with those of differing cultural backgrounds, as can the list of tips for working in a culturally
diverse workforce. Readers are offered an overview of technologies that connect businesses, and
aspects of using communication technology effectively are presented. The chapter introduces six
related skills that readers can develop as they progress through the course. The information
presented in Chapter 1 provides a base for all the remaining chapters in the text.
,CHAPTER OUTLINE
Why Communication Is the Most Important Business Skill
Communication Is Important to Your Career
Communication Is Important to Your Company
What Makes Business Communication Effective?
Communicating as a Professional
Understanding What Employers Expect from You
Communicating in an Organizational Context
Adopting an Audience-Centered Approach
Exploring the Communications Process
The Basic Communication Model
The Social Communication Model
The Mobile Revolution
The Rise of Mobile as a Business Communication Platform
How Mobile Technologies Are Changing Business Communication
Committing to Ethical Communication
Distinguishing Ethical Dilemmas from Ethical Lapses
Making Ethical Choices
Communicating in a World of Diversity
The Advantages and Challenges of a Diverse Workforce
Key Aspects of Cultural Diversity
Cultural Context
Legal and Ethical Differences
Social Customs
Nonverbal Communication
Age Differences
Gender Differences
Religious Differences
Ability Differences
Advice for Improving Intercultural Communication
Writing for Multilingual Audiences
Speaking with Multilingual Audiences
Using Technology to Improve Business Communication
Keeping Technology in Perspective
Using Tools Productively
Guarding Against Information Overload
Reconnecting with People Frequently
Developing Skills for Your Career
The Future of Communication: Real-Time Translation
What‘s Your Prediction?
Chapter Review and Activities
,TEACHING NOTES
Why Communication Is the Most Important Business Skill
Communication is the process of transferring information and meaning between senders and
receivers using one or more media and communication channels.
You can have the greatest ideas in the world, but they‘re no good to your company or your career
if you can‘t express them clearly and persuasively.
Effective communication yields a number of important benefits for both you and your company:
A stronger sense of trust between individuals and organizations
Closer ties with important communities in the marketplace
Opportunities to influence conversations, perceptions, and trends
Increased productivity and faster problem solving
Better financial results and higher return for investors
Earlier warning of potential problems, from rising business costs to critical safety issues
Stronger decision making based on timely, reliable information
Clearer and more persuasive marketing messages
Greater employee engagement with their work, leading to higher employee satisfaction
and lower employee turnover
Good ideas must be expressed clearly and persuasively. To develop effective messages, be sure
to follow these steps:
Provide practical information.
Give facts rather than vague impressions.
Present information in a concise, efficient manner.
Clarify expectations and responsibilities.
Offer compelling, persuasive arguments and recommendations.
Communicating as a Professional
Professionalism is the quality of performing at a high level and conducting oneself with purpose
and pride. In this section, readers will learn the significance, and expectation of, being
professional.
Professionalism can be broken down into six elements:
Be the best.
Be dependable.
Be a team player.
Be respectful.
Be ethical.
Be positive.
Readers will understand how professionalism interacts, and depends upon, effective
communication. They will learn the nature of organizational communication and what
competencies employers expect:
, Recognizing information needs, using efficient search techniques to locate reliable
sources of information, and using gathers information ethically (these skills are
collectively known as ―digital informational fluency‖)
Organizing ideas and information logically and completely
Expressing ideas and information coherently and persuasively
Actively listening to others
Communicating effectively with people of diverse backgrounds and experiences
Using communication technologies effectively and efficiently
Following accepted standards of grammar and spelling for high-quality writing and
speaking
Communicating in a civilized manner, even with indifferent or hostile audiences
Communicating ethically
Managing time wisely and using resources efficiently
Using critical thinking
Readers will learn to differentiate between social, scholastic, and professional styles of
communication. They will look at the audience-centered approach to professional
communication and begin to understand the importance of proper business communications
etiquette.
Exploring the Communication Process
Communication is a dynamic, two-way process containing eight steps. It is helpful to understand
these steps so that you may improve your own skills and be able to recognize the many places
and ways in which communication can fail.
The following eight steps make up the communication process:
1. The sender has an idea.
2. The sender encodes the idea in a message.
3. The sender produces the message in a transmittable medium.
4. The sender transmits the message through a channel.
5. The intended audience receives the message.
6. The receiver decodes the message.
7. The receiver responds to the message.
8. The receiver provides feedback.
The communication process described above generally represents the traditional nature of much
business communication, which was primarily defined by a publishing or broadcasting mindset.
In contrast, a newer and increasingly effective social communication model has emerged,
characterized by communication that is interactive, conversational, and usually open to all who
want to participate. Instead of transmitting a fixed message, a sender in a social media
environment initiates a conversation by sharing valuable information, and then that information
is often revised and reshaped by the web of participants as they share and comment on it. The
social model offers many advantages, but it is not without disadvantages. These include
information overload, lower level of engagement with tasks/other people, fragmented attention,
information security risks, reduced productivity, and the challenge of keeping a healthy boundary
