Solution Manual For Business and Professional Communication 5th Edition by Kelly Quintanilla Miller, Shawn T. Wahl Chapter 1-14

Solution Manual For Business and Professional Communication 5th Edition by Kelly Quintanilla Miller, Shawn T. Wahl Chapter 1-14
Chapter 1: Business and Professional Excellence in the Workplace
Learning Objectives
1.1: Identify key areas of human communication within business and professional contexts
1.2: Explain the components of the communication model
1.3: Identify the types and causes of communication apprehension
1.4: Discuss communication and professional excellence from an ethical perspective
1.5: Identify the four KEYS to communication in the workplace
Chapter Summary
Chapter 1 begins with a discussion of the importance of communication in business and
professional contexts. It includes an overview of several aspects of communication influence that
are essential for effective communication in the workplace. The second major emphasis is on the
complexity of the communication process of the elements that make up human communication.
The chapter also describes four types of communication apprehension and some of the causes. It
concludes with a discussion of the centrality of ethics in business communication and the
importance of the KEYS process as a way for professionals to develop their communication.
Chapter Outline
I. Understanding the Importance of Human Communication in Business and
Professional Contexts
A. Role-Taking
1. Sending and receiving messages
2. Offering feedback
3. Identifying the ―role‖ of different communicators
B. Previous Communication Experiences
1. Positive or negative, it helps form the basis for how you communicate in
similar transactions in the future.
2. Your initial communication impression is of critical importance.
C. Communication Channels
1. Depending on your physical location, your communication approach can alter
significantly.
2. People feel comfortable taking a more aggressive or assertive tone when using
email than when engaging in face-to-face communication.
D. Cultural Influences
1. Culture is an ongoing social institution that has its own set of behavioral rules.
2. To be a competent communicator in your organization, you must be dynamic in
adhering to the rules and norms of different communication situations.
E. Communication Relationships
1. Perceived social hierarchy between communicators, whether they be strangers
or intimates, significantly influences the nature of the communication interaction.