End of Chapter Solutions
TABLE OF CONTENTS
Chapter Review.........................................................................................................................................1
Critical Thinking.......................................................................................................................................3
Activities and Cases...................................................................................................................................5
Grammar/Mechanics Checkup - 1.........................................................................................................19
Nouns....................................................................................................................................................19
Example.................................................................................................................................................20
Editing Challenge - 1...............................................................................................................................21
Communication Workshop.....................................................................................................................24
CHAPTER REVIEW
1. What will the workplace of the future look like, and what skills does the labor force need to adapt to rapid
change and uncertainty? (L.O. 1)
Answer:
Technologies in many disciplines are rapidly evolving and transforming how we work and communicate. A
renowned economist, the World Economic Forum’s co-founder Klaus Schwab, has described the age we
are entering as the Fourth Industrial Revolution. Robots, automation, and artificial intelligence (AI) are
already radically reshaping and even destroying some occupations. Many tasks formerly performed by
humans can be executed by machines. Experts estimate that close to half of all present jobs will disappear
in the next decade, although new jobs are likely to emerge.
Employers say that they need a well-trained workforce with a broad range of skills, including superior
interpersonal skills, also called emotional intelligence, such as communication, teamwork, and punctuality
but also logical reasoning and critical-thinking skills.
2. What does it mean that the office of the future is mobile and always on? (L.O. 1)
Answer:
In a global economy in which corporations own far-flung operations around the world, a networked,
information-driven workforce never goes off duty. The 24/7 workplace operates around the clock, with
managers, staff, and teams always staying connected to share information when needed, wherever they may
be, and address issues when they arise.
3. List six trends in the information age workplace that can pose a challenge for business communicators.
(L.O. 1)
Answer:
a. Disruptive technologies and social media
b. Remote work and 24/7/365 availability
c. Collaboration and teams, whether on-site, hybrid, or fully virtual
d. Flattened management layers
e. Global competition and cultural diversity at home
, f. Emphasis on ethics
4. List bad habits and distractions that can act as barriers to effective listening. (L.O. 2)
Answer:
a. Physical barriers
b. Psychological barriers
c. Language problems
d. Nonverbal distractions
e. Thought speed
f. Faking attention
g. Grandstanding
5. List eight techniques for improving your listening skills. Be prepared to discuss each. (L.O. 2)
Answer:
a. Stop talking.
b. Control the listening environment.
c. Adopt an empathetic attitude.
d. Distinguish between facts and opinions.
e. Capitalize on lag time.
f. Listen for and validate feelings.
g. Take selective notes.
h. Provide encouraging feedback.
6. Explain nonverbal communication and its components. What do we believe more when they seem to clash
—words or nonverbal cues? (L.O. 3)
Answer:
Nonverbal communication includes all unwritten and unspoken messages, whether intended or not. Eye
contact, facial expression, gestures, and posture convey meaning without a single syllable being spoken. In
addition to nonverbal messages transmitted by the body, three external elements convey information in the
communication process: time, space, and territory. Furthermore, our personal appearance and the eye
appeal of business documents we send can have either a positive or a negative effect on the receiver.
Nonverbal cues generally speak louder than the words uttered at the same time. In ambiguous situations
when verbal and nonverbal messaging seems contradictory, humans resolve such clashes by trusting the
nonverbal message over the words expressed.
7. What did communication theorist Paul Watzlawick mean when he said that we cannot not communicate?
Are the nonverbal signals we are sending easy to read? (L.O. 3)
Answer:
Psychologist and philosopher Paul Watzlawick claimed that we cannot not communicate. In other words,
it’s impossible to not communicate. This means that every behavior is sending a message even if we don’t
use words. The eyes, face, and body convey meaning without words. Successful communicators recognize
the power of nonverbal messages. Cues broadcast by body language might be helpful in understanding the
feelings and attitudes of senders. Be careful, however, before attaching specific meanings to gestures or
actions because behavior and its interpretations strongly depend on context, one’s cultural background, and
other factors.
8. What is culture, and what are five key dimensions that can be used to describe it? (L.O. 4)
Answer:
Culture may be defined as the complex system of values, traits, morals, and customs shared by a society,
region, or country. Culture is a powerful operating force that molds the way we think, behave, and
, communicate. The five dimensions that can be used to describe cultures are context, individualism, time
orientation, power distance, and communication style.
9. List at least five techniques to successfully communicate with intercultural audiences orally and at least
five tips for written messages. Be prepared to explain each. (L.O. 5)
Answer:
Successful oral communication with intercultural audiences:
a. Use simple English.
b. Speak slowly and enunciate clearly
c. Etc.
d. Etc.
10. List five recommendations for communicating successfully in a diverse and inclusive workplace. Be
prepared to discuss each. (L.O. 5)
Answer:
a. Seek training.
b. Consider the value of difference.
c. Learn about your cultural self.
d. Make fewer assumptions.
e. Build on similarities.
CRITICAL THINKING
11. Reflect on the comments about communication made by business tycoons and billionaire investors Richard
Branson and Warren Buffett. You will find them in the Office Insider features at the beginning of this
chapter. What lessons can you glean from the two quotations? (L.O. 1)
Answer:
Students are frequently inspired and motivated by the examples of prominent businesspeople. Warren
Buffett and Richard Branson are much admired not only for their business acumen but also for their
philanthropy—and in Branson’s case also for an exciting lifestyle. Therefore, their take on the importance
of communication may impress students and carry great weight.
Branson suggests that communication is essential (makes the world go round). He also says that
communication enables us to connect, learn, and grow. By implication, he addresses critical thinking as
well as the ability to read between the lines and grasping that which remains unsaid. These skills speak to
emotional intelligence such as being able to read other people.
Buffett says that superior communication skills allow us to convey and amplify our accomplishments (i.e.,
results in life will be magnified). In keeping with his reputation for modesty, Buffett confesses that his most
treasured credential is a Dale Carnegie diploma earned in a public-speaking course he took as a young man
in 1952. His pride in the simple diploma underscores the importance he ascribes to communication skills.
He also makes the point that to be a persuasive, even visionary, leader, one must be able to communicate
well.
NOTE: This question could be fashioned into a limited research assignment asking students to seek specific
information about these individuals. The two business tycoons could not be more different. Richard
Branson owns a private island in the Caribbean, where he hobnobs with the world’s rich and famous. He
could be characterized by the cliché works hard, plays hard. Warren Buffett, on the other hand, eschews
flashy displays of wealth; he lives a comparatively quiet life in a modest walk-up in Omaha, Nebraska,
where he has resided for decades.
, Students could be asked to share what they learned about the reputations and communication styles of these
two individuals (and other famous businesspeople, e.g., Sheryl Sandberg, Marissa Mayer, or Oprah) in an
e-mail or an oral presentation.
12. Do you think executives and managers spend more time listening than do workers? Why? (L.O. 2)
Answer:
Before they can make decisions, executives must listen to feedback from supervisors, specialists, and
others. They must also listen to their bosses—boards of directors and owners—as well as to customers,
especially when handling serious complaints. Minds are like parachutes; they work well only when open.
All three levels of workers should have good listening skills; but because the decisions coming from
executives may be more critical, their listening skills should perhaps be most highly developed.
13. What arguments could you give for or against the idea that body language is a science with principles that
can be interpreted accurately by specialists? (L.O. 3)
Answer:
Although few would argue that body language does send silent messages, no scientific principles have
evolved explaining exactly what those messages mean. Most researchers agree that nonverbal cues contain
much information, but specifically what those cues mean is unknown. In Nonverbal Communication,
authors Hickson and Stacks wrote, “The nonverbal message by itself may be ambiguous; in almost every
instance it needs the verbal message to complete the process of communication” [Madison, WI: WCB
Brown & Benchmark, 1993, 8]. Julius Fast, author of the precedent-setting Body Language, stated that
“nonverbal language is partly instinctive, partly taught, and partly imitative” [New York: Pocket Books,
1970, 14]. But it is not a science with principles that always hold true.
14. When Procter & Gamble launched its Pampers brand in Japan, the diaper package confused and disturbed
customers. As in the United States, the package featured the picture of a stork delivering a baby. Why were
Japanese parents perturbed? It turns out that the myth of a stork carrying babies to expectant parents is
unknown in Japan. Instead, according to Japanese lore, giant floating peaches deliver offspring. i Can you
explain what may have caused the intercultural blunder? How could Procter & Gamble have avoided it?
(L.O. 4, 5)
Answer:
Procter & Gamble’s misstep shows a lack of preparation on the part of a multinational corporation that
should have done its homework before assuming that American cultural norms equally apply in Japan.
Although this mistake most certainly was unintended, it suggests ethnocentric views. A simple way to
prevent it would have been to test the packaging with Japanese audiences before launching Pampers in the
Japanese market.
15. You know that it’s not acceptable to make ethnic jokes, least of all in the workplace, but a colleague of
yours keeps invoking the worst ethnic and racial stereotypes. How do you respond? Do you remain silent
and change the subject, or do you speak up? What other options do you have in dealing with such a
coworker? Consider whether your answer would change if the offender were your boss. [L.O. 5]
Answer:
Answers will vary. Students will probably realize that they will have to choose their battles wisely; in other
words, sometimes they may want to signal to the bigot that they disagree. However, in some situations
silence or a change of topic may be the most opportune strategy, especially when dealing with superiors.
Power relationships may influence the response in such situations, yet most students would likely prefer to
work in environments that are inclusive and welcoming, not racist, and would try their best to find
businesses in which such behavior is frowned upon and explicitly disparaged by the organizations’ policies.
ACTIVITIES AND CASES
1.1 First Things First: Introductions (L.O. 1)
Communication Technology
E-Mail
Social Media
TABLE OF CONTENTS
Chapter Review.........................................................................................................................................1
Critical Thinking.......................................................................................................................................3
Activities and Cases...................................................................................................................................5
Grammar/Mechanics Checkup - 1.........................................................................................................19
Nouns....................................................................................................................................................19
Example.................................................................................................................................................20
Editing Challenge - 1...............................................................................................................................21
Communication Workshop.....................................................................................................................24
CHAPTER REVIEW
1. What will the workplace of the future look like, and what skills does the labor force need to adapt to rapid
change and uncertainty? (L.O. 1)
Answer:
Technologies in many disciplines are rapidly evolving and transforming how we work and communicate. A
renowned economist, the World Economic Forum’s co-founder Klaus Schwab, has described the age we
are entering as the Fourth Industrial Revolution. Robots, automation, and artificial intelligence (AI) are
already radically reshaping and even destroying some occupations. Many tasks formerly performed by
humans can be executed by machines. Experts estimate that close to half of all present jobs will disappear
in the next decade, although new jobs are likely to emerge.
Employers say that they need a well-trained workforce with a broad range of skills, including superior
interpersonal skills, also called emotional intelligence, such as communication, teamwork, and punctuality
but also logical reasoning and critical-thinking skills.
2. What does it mean that the office of the future is mobile and always on? (L.O. 1)
Answer:
In a global economy in which corporations own far-flung operations around the world, a networked,
information-driven workforce never goes off duty. The 24/7 workplace operates around the clock, with
managers, staff, and teams always staying connected to share information when needed, wherever they may
be, and address issues when they arise.
3. List six trends in the information age workplace that can pose a challenge for business communicators.
(L.O. 1)
Answer:
a. Disruptive technologies and social media
b. Remote work and 24/7/365 availability
c. Collaboration and teams, whether on-site, hybrid, or fully virtual
d. Flattened management layers
e. Global competition and cultural diversity at home
, f. Emphasis on ethics
4. List bad habits and distractions that can act as barriers to effective listening. (L.O. 2)
Answer:
a. Physical barriers
b. Psychological barriers
c. Language problems
d. Nonverbal distractions
e. Thought speed
f. Faking attention
g. Grandstanding
5. List eight techniques for improving your listening skills. Be prepared to discuss each. (L.O. 2)
Answer:
a. Stop talking.
b. Control the listening environment.
c. Adopt an empathetic attitude.
d. Distinguish between facts and opinions.
e. Capitalize on lag time.
f. Listen for and validate feelings.
g. Take selective notes.
h. Provide encouraging feedback.
6. Explain nonverbal communication and its components. What do we believe more when they seem to clash
—words or nonverbal cues? (L.O. 3)
Answer:
Nonverbal communication includes all unwritten and unspoken messages, whether intended or not. Eye
contact, facial expression, gestures, and posture convey meaning without a single syllable being spoken. In
addition to nonverbal messages transmitted by the body, three external elements convey information in the
communication process: time, space, and territory. Furthermore, our personal appearance and the eye
appeal of business documents we send can have either a positive or a negative effect on the receiver.
Nonverbal cues generally speak louder than the words uttered at the same time. In ambiguous situations
when verbal and nonverbal messaging seems contradictory, humans resolve such clashes by trusting the
nonverbal message over the words expressed.
7. What did communication theorist Paul Watzlawick mean when he said that we cannot not communicate?
Are the nonverbal signals we are sending easy to read? (L.O. 3)
Answer:
Psychologist and philosopher Paul Watzlawick claimed that we cannot not communicate. In other words,
it’s impossible to not communicate. This means that every behavior is sending a message even if we don’t
use words. The eyes, face, and body convey meaning without words. Successful communicators recognize
the power of nonverbal messages. Cues broadcast by body language might be helpful in understanding the
feelings and attitudes of senders. Be careful, however, before attaching specific meanings to gestures or
actions because behavior and its interpretations strongly depend on context, one’s cultural background, and
other factors.
8. What is culture, and what are five key dimensions that can be used to describe it? (L.O. 4)
Answer:
Culture may be defined as the complex system of values, traits, morals, and customs shared by a society,
region, or country. Culture is a powerful operating force that molds the way we think, behave, and
, communicate. The five dimensions that can be used to describe cultures are context, individualism, time
orientation, power distance, and communication style.
9. List at least five techniques to successfully communicate with intercultural audiences orally and at least
five tips for written messages. Be prepared to explain each. (L.O. 5)
Answer:
Successful oral communication with intercultural audiences:
a. Use simple English.
b. Speak slowly and enunciate clearly
c. Etc.
d. Etc.
10. List five recommendations for communicating successfully in a diverse and inclusive workplace. Be
prepared to discuss each. (L.O. 5)
Answer:
a. Seek training.
b. Consider the value of difference.
c. Learn about your cultural self.
d. Make fewer assumptions.
e. Build on similarities.
CRITICAL THINKING
11. Reflect on the comments about communication made by business tycoons and billionaire investors Richard
Branson and Warren Buffett. You will find them in the Office Insider features at the beginning of this
chapter. What lessons can you glean from the two quotations? (L.O. 1)
Answer:
Students are frequently inspired and motivated by the examples of prominent businesspeople. Warren
Buffett and Richard Branson are much admired not only for their business acumen but also for their
philanthropy—and in Branson’s case also for an exciting lifestyle. Therefore, their take on the importance
of communication may impress students and carry great weight.
Branson suggests that communication is essential (makes the world go round). He also says that
communication enables us to connect, learn, and grow. By implication, he addresses critical thinking as
well as the ability to read between the lines and grasping that which remains unsaid. These skills speak to
emotional intelligence such as being able to read other people.
Buffett says that superior communication skills allow us to convey and amplify our accomplishments (i.e.,
results in life will be magnified). In keeping with his reputation for modesty, Buffett confesses that his most
treasured credential is a Dale Carnegie diploma earned in a public-speaking course he took as a young man
in 1952. His pride in the simple diploma underscores the importance he ascribes to communication skills.
He also makes the point that to be a persuasive, even visionary, leader, one must be able to communicate
well.
NOTE: This question could be fashioned into a limited research assignment asking students to seek specific
information about these individuals. The two business tycoons could not be more different. Richard
Branson owns a private island in the Caribbean, where he hobnobs with the world’s rich and famous. He
could be characterized by the cliché works hard, plays hard. Warren Buffett, on the other hand, eschews
flashy displays of wealth; he lives a comparatively quiet life in a modest walk-up in Omaha, Nebraska,
where he has resided for decades.
, Students could be asked to share what they learned about the reputations and communication styles of these
two individuals (and other famous businesspeople, e.g., Sheryl Sandberg, Marissa Mayer, or Oprah) in an
e-mail or an oral presentation.
12. Do you think executives and managers spend more time listening than do workers? Why? (L.O. 2)
Answer:
Before they can make decisions, executives must listen to feedback from supervisors, specialists, and
others. They must also listen to their bosses—boards of directors and owners—as well as to customers,
especially when handling serious complaints. Minds are like parachutes; they work well only when open.
All three levels of workers should have good listening skills; but because the decisions coming from
executives may be more critical, their listening skills should perhaps be most highly developed.
13. What arguments could you give for or against the idea that body language is a science with principles that
can be interpreted accurately by specialists? (L.O. 3)
Answer:
Although few would argue that body language does send silent messages, no scientific principles have
evolved explaining exactly what those messages mean. Most researchers agree that nonverbal cues contain
much information, but specifically what those cues mean is unknown. In Nonverbal Communication,
authors Hickson and Stacks wrote, “The nonverbal message by itself may be ambiguous; in almost every
instance it needs the verbal message to complete the process of communication” [Madison, WI: WCB
Brown & Benchmark, 1993, 8]. Julius Fast, author of the precedent-setting Body Language, stated that
“nonverbal language is partly instinctive, partly taught, and partly imitative” [New York: Pocket Books,
1970, 14]. But it is not a science with principles that always hold true.
14. When Procter & Gamble launched its Pampers brand in Japan, the diaper package confused and disturbed
customers. As in the United States, the package featured the picture of a stork delivering a baby. Why were
Japanese parents perturbed? It turns out that the myth of a stork carrying babies to expectant parents is
unknown in Japan. Instead, according to Japanese lore, giant floating peaches deliver offspring. i Can you
explain what may have caused the intercultural blunder? How could Procter & Gamble have avoided it?
(L.O. 4, 5)
Answer:
Procter & Gamble’s misstep shows a lack of preparation on the part of a multinational corporation that
should have done its homework before assuming that American cultural norms equally apply in Japan.
Although this mistake most certainly was unintended, it suggests ethnocentric views. A simple way to
prevent it would have been to test the packaging with Japanese audiences before launching Pampers in the
Japanese market.
15. You know that it’s not acceptable to make ethnic jokes, least of all in the workplace, but a colleague of
yours keeps invoking the worst ethnic and racial stereotypes. How do you respond? Do you remain silent
and change the subject, or do you speak up? What other options do you have in dealing with such a
coworker? Consider whether your answer would change if the offender were your boss. [L.O. 5]
Answer:
Answers will vary. Students will probably realize that they will have to choose their battles wisely; in other
words, sometimes they may want to signal to the bigot that they disagree. However, in some situations
silence or a change of topic may be the most opportune strategy, especially when dealing with superiors.
Power relationships may influence the response in such situations, yet most students would likely prefer to
work in environments that are inclusive and welcoming, not racist, and would try their best to find
businesses in which such behavior is frowned upon and explicitly disparaged by the organizations’ policies.
ACTIVITIES AND CASES
1.1 First Things First: Introductions (L.O. 1)
Communication Technology
Social Media
