ESSAY

1. Discuss the goals of business communication and identify which is most

important.

ANS:
The goals of business communication are (a) receiver understands message
as sender intends--the most important goal, (b) receiver provides necessary
response to sender, (c) sender and receiver maintain favorable relationship,
and (d) the sender's organization gains goodwill. The sender has the primary
role in ensuring these goals are achieved.

2. Discuss the three internal communication patterns.

ANS:
The three internal communication patterns are vertical, horizontal, and
network. In vertical communication, messages travel upward or downward
along the chain of command. In horizontal communication, messages are
exchanged between or among people who need to share data or coordinate
effort. In network communication, messages flow freely among those who
have a common bond that extends beyond their specific role or unit within
the organization.

3. Why is e-mail a better choice for serial communication than an oral message?

ANS:
E-mail is a better choice for serial communication because the message can
be forwarded to the next receiver without the sender paraphrasing it. Each
receiver can simply forward the written message to the next person.

4. What is included in the "communication environment"?

ANS:
The communication environment includes all thing perceived by those who
participate in the communication process; namely, it includes all things
perceived by the senses--sight, hearing, touch, taste, and smell.

5. Discuss the role of the sender and receiver in the communication process.

ANS:
The sender initiates the message and is primarily responsible for
communication success. The sender analyzes the receiver, selects the
message type and channel, uses the you-viewpoint, provides for feedback,
and removes communication barriers. The receiver's role includes listening or
reading carefully, being open to different types of senders and to new ideas,
making notes when necessary, providing appropriate feedback to the sender,
and asking clarifying questions.
6. Discuss factors the sender should consider when selecting message type and
channel.

ANS:
The sender should consider whether a permanent record is needed; whether
receivers will readily accept the message; where and how large the audience
is; the length, complexity, and urgency of the message; whether immediate
feedback is necessary; and whether credibility is a concern.

7. Describe how to analyze a receiver.

ANS:
Message senders should analyze receivers in four areas: (a) Knowledge--
education, experience, and vocabulary level; (b) Interests--concerns, needs,
and motivations; (c) Attitudes--values, opinions, biases, and viewpoints; (d)
Emotional Reaction--happy, neutral, or angry.

8. Discuss using the you-viewpoint. Give an example of its use in a sentence.

ANS:
Using the you-viewpoint means considering your receiver's knowledge,
interests, attitudes, and emotional reaction. These items should be used
when composing and when transmitting a message. Using the you-viewpoint
enables the sender to achieve the four goals of business communication.
(Student examples of you-viewpoint writing will vary.)

9. Explain how the appearance of a message can be a barrier to effective

communication.

ANS:
The appearance of a message affects its readability and the overall
impression it makes on the receiver. When it distracts the reader, the
appearance of a message becomes a communication barrier. Appearance
has an effect not only in print messages but also in electronic messages such
as e-mail and web pages.
10. Distinguish between positive and negative office politics.

ANS:
Positive office politics considers and respects other people and the
organization. It helps to establish effective relationships, recognize and meet
others’ goals, build support for constructive ideas, and further the mission of
the organization. Negative office politics is focused on the individual. It is
designed to protect the individual’s self-interest, meet his or her needs, or
advance his or her personal/professional goals.
11. Explain why bilingualism can be an important skill to emphasize when
applying for a business position.

ANS:
Being able to communicate with a diverse group of coworkers, customers,
suppliers, and others has become increasingly important. About one in five
persons in the United States come from households where English is a second
language. Furthermore, the number of business interactions across national
boundaries and in foreign locations continues to increase. This means that
businesspeople communicate with large numbers of people who speak languages
other than English. A businessperson with knowledge of language and language
subtleties can help avoid mistakes from inappropriate use of words and slogans
and has a better understanding of spoken or written messages in another
language. Mutual understanding by the sender and receiver of messages
promotes effective communication.

12. Explain why it is important for business communication students to learn how
to communicate effectively with persons from other cultures.

ANS:
E-commerce, offshoring, and outsourcing are increasing rapidly; and most U.S.
businesses are, or will be, involved in multinational or global business. In
addition, multicultural interactions in this country are increasing as our
population represents a diversity of clientele and employees in the workplace. To
communicate effectively requires an understanding of individuals with whom you
interact. People from different backgrounds and experiences have differences in
beliefs, values, customs, and behavior. Skill in communicating with persons from
a variety of ethnic and racial backgrounds and of different age groups, gender,
and physical challenges is an asset that increases opportunities for employment
and advancement.

13. Generally speaking, Mexican culture is high context. Based on what you know
about high-context cultures, describe characteristics that might be a part of the
culture of people who live in Mexico.

ANS:
The high-context culture places a high value on family and relationships and
relies on long-term relationships for underlying meaning. People have a long-term
view of time; appointments are considered flexible. Mexican business documents
are likely to have a personal tone and give less precise goals, requests, or
completion dates than is generally true of American documents because of a
preference for indirect communication and vague, nonconfrontational language
or simple, ambiguous messages. Information is often obtained through private
networks of people.

14. Explain three basic guidelines for communicating in a multicultural business

environment.
ANS:
Effective communicators should understand their own culture, keep an open mind
and respect diversity, and identify and adapt to language differences. To improve
communication in a multicultural environment, you need to understand your own
culture and how it affects your perceptions of persons with different beliefs,
values, and behaviors. This helps you to be open to and accept other cultures
because you recognize there are different ways of doing things rather than one
right way. In addition, continuing to learn about different cultures and how to
overcome cultural and language barriers will promote effective communication.
When speaking or writing, alter language and traditional word usage that may be
offensive to the receiver. Be sensitive to and considerate of others’ beliefs and
values. English is a common business language, but the language may be
somewhat altered in sentence structure, word usage and spelling by writers for
whom English is a second language. Some sentence structure or word usage may
resemble usage in the native language.

15. Discuss the main communication difference between working in your home
country and working as a transnational or an expatriate.

ANS:
Multinational and global business operations increase the complexity and
uncertainty of how to communicate effectively. Because people from another
country have different habits and ways of doing things, you have to learn how to
interact with people who are in a different setting. The main difference between
communicating within one country and global or multinational communication is
learning and adapting to the cultural understandings, behaviors, expectations,
and languages that are part of the communication context. This may involve
different forms of greeting, differences in time, and different ways of
communicating and conducting business

16. Compare or contrast cultural preferences that you might find in each country
if you were traveling or working in both China and Germany.

ANS:
Because China is considered a high-context culture in general and Germany is a
low-context culture, expectations would, in all likelihood, be distinctly different.
For example, in China you might expect getting acquainted and building
relationships to take place before beginning to transact business; whereas, in
Germany the focus most likely would be on getting a job done successfully and
profitably. In China, power, position, family, and group authority are important in
contrast to Germany’s low-context view of personal relationships as transitory
with people assumed as equals. Information, details, and appointments would be
specific in Germany. In China, where there is a long-term view of time,
appointments may be considered flexible; and communication is likely to follow a
spiral logic based more on relationships than a linear progression of ideas.
Germans are likely to communicate directly and specifically.
17. Discuss how time differences, workweeks, and holidays can affect
communication between people living and working in two different countries.

ANS:
International time zones can mean as much as a six- to nine-hour time difference
between the U.S. and European or Asian countries. Time differences allow little or
no overlap in normal business hours, so telephone calls would require pre-
arrangement; e-mail would be the most convenient method of communication.
Days of the week for business operations vary around the world. These
differences require knowing business operation workdays, workweek, and
holidays of the other country to plan the best time for communication.

18. What language adjustments would you make if you are a person whose native
language is English and are communicating with someone speaking English as a
second language?

ANS:
The tone and pace of language would not be altered; however, enunciating words
clearly would be helpful. Also, avoiding long, complex sentences or colloquial
terms would help the English language learner understand your message. Avoid
attempts at humor, which may be misunderstood or be offensive. Learn to say a
greeting or common phrase in the other person’s home language. He or she will
appreciate your effort.

19. Discuss the meaning of Learn about other cultures and apply what you learn.

ANS:
Understanding business and social etiquette, lifestyles, and cultural adaptations
that you will need to make increases your ability to communicate with the people
of that culture. You will want to learn as much as possible about how the people
think and feel, their beliefs, values, and customs. Use their language as much as
possible for simple greetings or phrases. You will want to learn and use their
nonverbal signals. Consider their thought processes to help you communicate
from the you-viewpoint. Researching information and talking with persons from
that country can help you learn about their economies, customs, traditions, and
social and business practices. Observe how people relate to each other, food and
apparel preferences, workdays, workweek, holidays, and acceptable and
unacceptable nonverbal gestures. Then consider similarities to and differences
from your culture and how you can bridge those differences.

20. Describe the difference between an interpreter and a translator.

ANS:
An interpreter is able to listen to a speaker and orally communicate the message
in a different language. A translator changes written messages from one
language to another. Both should be competent in the languages involved and in
the subject matter.

21. Explain why short paragraphs are preferred in business letters and memos
and why long paragraphs are not preferred.

ANS:
Business letters and memos are read quickly. Short paragraphs are more inviting
to read than long paragraphs and, therefore, are more likely to be read. Short
paragraphs help receivers organize their thoughts and understand the message.
Long paragraphs are more complex and harder to understand than short
paragraphs.

22. Discuss the meaning of paragraph unity and what you can do to improve a
paragraph without unity.

ANS:
Paragraph unity means that all sentences in the paragraph relate to one topic.
Unity can be improved by dividing long paragraphs into two or more logical parts
and moving unrelated sentences to another paragraph or paragraphs.

23. Explain the difference between the direct plan and indirect plan for sentence
organization in paragraphs and when each one can be used appropriately.

ANS:
In the direct plan the main idea (the topic sentence) is presented in the first
sentence of the paragraph. In the indirect plan, the topic sentence comes within
the paragraph or at the end. The message content and preference of the
receiver(s) determine which plan to use. Positive and neutral news can best be
presented using the direct plan. Getting directly to the main point gives the good
news or neutral news first and encourages further reading. Details then follow the
topic sentence. Negative news or persuasive messages are best presented using
the indirect plan. Message details at the beginning pave the way for an
unpleasant main point.
24. What is paragraph coherence? Describe three ways to improve coherence
between and within paragraphs.

ANS:
Paragraph coherence means having a smooth thought flow from one sentence or
paragraph to the next. Coherence helps the receiver’s thoughts move smoothly
and logically from one idea to another. Logical organization of paragraphs, tie-in
sentenses, and transitional words are ways to assure coherence.

Logical organization or arrangement of thoughts for the direct or indirect plan

helps the reader understand the message. A tie-in sentence links thoughts
together by referring to the same subject one or more times by paraphrasing,
repeating key words, and using pronoun references. This repetition uses word
variety that ties together the details within a paragraph or from one paragraph to
another. Transitional words serve a similar purpose. Transitional words bridge
one idea to the next, help the receiver see where the ideas are leading, and hold
ideas together logically. Examples of transitional words are in addition, therefore,
furthermore, and for example.

25. Explain how to avoid use of biased language.

ANS:
Treat people of different cultures in a bias-free manner by avoiding negative
stereotypes. Respect diversity and think of people as individuals. Do not use
terms that set them apart from others. Unless a description of the individual or
group is essential to the message meaning, omit references to race, gender,
religion, age, or disability. If reference is required, use terms that do not have
negative associations and learn the preferred term to use. When referring to a
person with a disability, use the term person with a disability rather than a
disabled person. Also, avoid gender-biased language and give preference to
unbiased terms that do not have a connotation of males or females only.

6. 2Write a paragraph that explains why active voice of the verb is considered
preferable in most cases to the passive voice.

ANS:
Sentences using active voice of the verb communicate more clearly, concisely,
and forcefully than those with the passive voice. In the active voice, the subject is
performing the action of the verb; in the passive voice the subject is the receiver
of the action. The active voice emphasizes the action and the subject of the
sentence. Sentences in active voice are more direct, stronger, and more vigorous
than passive voice. Active voice should be used for most sentences. Passive voice
may be preferable when the subject performing the action of the verb is
unimportant or unknown, and another part of the sentence needs more
emphasis.
27. What is the meaning of each of the following guidelines for composing clear
sentences:
a. Give sentences unity.
b. Keep related words together.

ANS:
a. Giving a sentence unity means that the sentences will communicate only one
main idea--one main thought.
b. Keeping related words together means that modifiers are placed close to the
words they modify.

28. Identify and describe five of the eight different ways you can give emphasis
to ideas in sentences.

ANS:
1. Use length: Shorter sentences emphasize ideas, and longer sentences de-
emphasize ideas.
2. Use location: Beginnings and endings of sentences are points of greatest
emphasis. The middle location de-emphasizes.
3. Use sentence structure: Ideas in independent clauses are emphasized, and
ideas in dependent clauses are de-emphasized.
4. Repeat key words: When ideas represented by key words are repeated, the
ideas are emphasized.
5. Tell the receiver what is important: State that an idea is important or not
important.
6. Be specific or general: Specific words emphasize ideas, and general words de-
emphasize them.
7. Use format: Ideas can be emphasized by being set apart with strong
punctuation (dashes, exclamation points, or colons) or de-emphasized by being
set apart with weak punctuation (commas and parentheses). Emphasis is also
given to numbered or lettered lists.
8. Use mechanical means: Emphasis can be given to ideas by underlining; using
boldface type, uppercase letters, color, arrows, or circles; and by varying type
size and type font.
29. Explain why paragraphs in business reports can be somewhat longer than
those in business letters and memos.

ANS:
Business letters or memos usually are read quickly, and short paragraphs make
this possible. In business letters, paragraphs average four to five lines. Business
reports are likely to be studied carefully, and the paragraphs can be longer. In
business report writing, paragraphs should average six or seven lines with no
more than 12 lines in any paragraph. These lengths are recommended averages
and should vary as needed to accommodate content and promote reader
interest.

30. Explain why positive words are usually preferable to negative words, and give
an example of when negative words might be preferred.

ANS:
Positive words convey a positive, can-do attitude and make a good impression.
They convey optimism and confidence. Negative words trigger unpleasant
emotions in the receiver. Positive words help assure that the message receives
the desired response, maintains a favorable relationship, and gains goodwill.
Negative words are strong words, and some occasions may require their use for
emphasis. For example, a strong word might be preferable to emphasize how bad
a situation might be. The sentence “The news of an avalanche brought terror to
the cross-country skiers” clearly conveys the degree of fear that they felt.