Answers to Chapter Review Questions

Copyright © 2019 by Nelson Education Ltd. 1-1 Chapter 1 Communicating in the Digital-Age Workplace

Answers to Chapter Review Questions

• Based on what you have learned in this chapter, describe the kind of work environment

you can expect to enter when you graduate. (Obj. 1)

ANS: Expect a fast-moving, competitive, and information-driven environment. Communication technology provides unmatched mobility and connects individuals anytime and anywhere in the world. Increasing numbers of workers must be available practically around the clock and must respond quickly. Today’s communicators interact using mobile devices and access information stored on remote servers “in the cloud.”

• Why are writing skills more important in today’s workplace than ever before? (Obj. 1)

ANS: People in today’s workforce communicate more, not less, since information technology and the Internet have transformed the world of work. In a hyperconnected world, writing matters more than ever. Digital media require more written communication, and workers’ skills are always on display. Employers seek employees with a broader range of skills and higher levels of knowledge in their field, and many job listings mention the need for excellent oral and written communication skills.

• List six trends in the information-age workplace that affect business communicators. Be

prepared to discuss how they might affect you in your future career. (Obj. 1)

ANS:

• Rapidly changing communication technologies
• Mobile “anytime, anywhere” and nonterritorial offices
• Increased emphasis on self-directed work groups and virtual teams
• Flattened management hierarchies
• Heightened global competition
• Renewed emphasis on ethics

• List bad habits and distractions that can act as barriers to effective listening. (Obj. 2)

ANS:

• Physical barriers
• Psychological barriers
• Language problems
• Nonverbal distractions
• Thought speed
• Faking attention
• Grandstanding

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• List 11 techniques for improving your listening skills. Be prepared to discuss each.

(Obj. 2)

ANS:

• Stop talking.
• Control your surroundings.
• Establish a receptive mindset.
• Keep an open mind.
• Listen for main points.
• Capitalize on lag time.
• Listen between the lines.
• Judge ideas, not appearances.
• Hold your fire.
• Take selective notes.
• Provide feedback.

• What is nonverbal communication, and are nonverbal cues easy to read? (Obj. 3)

ANS: Nonverbal communication includes all unwritten and unspoken messages, whether intended or not. These silent signals have a strong effect on receivers. However, understanding them is not simple. Messages are even harder to decipher when the verbal and nonverbal cues do not agree. The nonverbal messages in these situations speak more loudly than the words.Researchers believe that the bulk of messages we receive are nonverbal.

• How do we send messages to others without speaking? (Obj. 3)

ANS: Every behaviour sends a message even if we don’t use words. 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, one’s personal appearance and the eye appeal of business documents can have either a positive or a negative effect on the receiver.

• What is culture, and what are five key dimensions that can be used to describe it?

(Obj. 4)

ANS: 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 moulds the way we think, behave, and communicate. The five key dimensions that can be used to describe cultures are context, individualism, time orientation, power distance, and communication style.

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• List seven or more suggestions for enhancing comprehension when you are talking with

non-native speakers of English. Be prepared to discuss each. (Obj. 5)

ANS:

• Use simple English.
• Speak slowly and enunciate clearly.
• Encourage accurate feedback.
• Check frequently for comprehension.
• Observe eye messages.
• Accept blame.
• Listen without interrupting.
• Smile when appropriate.
• Follow up in writing.

Answers to Critical Thinking Questions

• Do you consider your daily texting, Facebook updates, blog entries, emails, and other

informal writing to be “real writing”? How might such writing differ from the writing done in business? (Obj. 1)

ANS: A person’s daily texting, Facebook updates, blog entries, emails, and other informal writing can be considered “real writing.” These examples are channels of communication that are being integrated into the more formal world of business communication; however, when using such channels, recruiters and employers demand strong communications skills, and potential employees need to be aware of this fact. Employers demand skills of conciseness, efficiency, and professionalism. People in today’s workforce are communicating more, and social media are playing an increasingly prominent role in business. Moreover, in a hyperconnected world, one’s communication skills are always on display, and so it is vital that writers are cognizant of what and how they communicate with others, whether formally or informally. The key to one’s success, therefore, is to transform informal (or social) writing into “real” (or formal business) writing, and those who are able to develop this skill will become more employable.

• Why do executives and managers spend more time listening than do workers? (Obj. 2)

ANS: Ultimately, executives and managers are responsible for a successful work environment.These are the people who must make decisions, and thus listening to and concentrating on feedback and nonverbal communication from employees and colleagues is an important element of business communication. Listening to workers communicates the message that their opinions are valued and that managers show mutual respect. When managers listen, it also demonstrates that they are “tuning in” to employees, and managers can even become better listeners on a nonverbal level. Engaging with employees helps to empower the employees to become better people and employees. Finally, listening allows managers to understand people, the inner workings of the business, and how to handle difficult situations. Lee Iacocca, former CEO of Chrysler, said that listening could make “the difference between a mediocre company and a great company,” and good listeners hold higher-level positions and are promoted more often.

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