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Chapter11 Communication Questions for Review 11-1.What are the functions and process of communication? Answer: There are four major functions. 1. Communication acts to control member behavior in several ways. When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member’s behavior. 2. Communication fosters motivation by clarifying to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication. 3. Communication provides a release for the emotional expression of feelings and for fulfillment of social needs. For many employees, their work group is a primary source for social interaction. 4. Communication facilitates decision making. It provides the information. The communication process is listed in Exhibit 11-1. The key parts are: the sender, encoding, the message, the channel, decoding, the receiver, noise, and feedback. Formal communication channels are established by the organization and transmit messages that are related to the professional activities of members. Informal channels are used to transmit personal or social messages in the organization. These informal channels are spontaneous and emerge as a response to individual choices. 11-2. What are the communication differences between downward, upward, and lateral communication sent through small group networks and the grapevine? Answer: Communication can flow upward, downward, or laterally. Vertical communication can be either downward or upward. Downward communication flows from one level of a group or organization to a lower level. It is used by managers to assign goals, provide job instructions, inform employees of policies and procedures, and offer feedback about performance. Upward communication flows to a higher level in the group or organization. It is used to provide feedback to higher ups, progress toward goals, and relay current problems. It also keeps managers aware about how employees feel about their jobs. Formal organizational networks can be complicated, including hundreds of people and a half-dozen or more hierarchical levels. These networks can be condensed into three common small groups of five people each: chain, wheel, and all-channel network. (Exhibit 11-2) a. The chain rigidly follows the formal chain of command; this network approximates the communication channels you might find in a rigid three-level organization. b. The wheel relies on a central figure to act as the conduit for all group communication; it simulates the communication network you would find on a team with a strong leader. c. The all-channel network permits group members to actively communicate with each other; it’s most often characterized in practice by self-managed teams, in which group members are free to contribute and no one person takes on a leadership role. The effectiveness of each network depends on the dependent variable that concerns you. The structure of the wheel facilitates the emergence of a leader, the all-channel network is best if you desire high member satisfaction, and the chain is best if accuracy is most important. Exhibit 11-3 leads us to the conclusion that no single network will be best for all occasions. The informal communication network in a group or organization is called the grapevine. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. The fact that work situations frequently contain these three elements explains why rumors flourish in organizations. The grapevine is an important part of any group or organization communication network. It gives managers a feel for the morale of their organization, identifies issues employees consider important, and helps tap into employee anxieties. The grapevine also serves employees’ needs: small talk creates a sense of closeness and friendship among those who share information, although research suggests it often does so at the expense of those in the “out” group. There is also evidence that gossip is driven largely by employee social networks that managers can study to learn more about how positive and negative information is flowing through their organization. Managers should minimize the negative consequences of rumors by limiting their range and impact. (Exhibit 11-4) 11-3. What are the methods of oral communication, written communication, and nonverbal communication?
Answer: Nonverbal communication involves body language, and describes the nonverbal aspects of communication that encompass tone of voice, pacing, pitch, and similar aspects that go beyond the spoken word. It has been argued that every body movement has a meaning and that no movement is accidental. a. Oral Communication i. Advantages: Speed and feedback ii. Disadvantage: Distortion of the message b. Written Communication i. Advantages: Tangible and verifiable ii. Disadvantages: Time-consuming and lacks feedback c. Nonverbal Communication i. Advantages: Supports other communications and provides observable expression of emotions and feelings. ii. Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message. 11-4. How does channel richness underlie the choice of communication method? Answer: Channels differ in their capacity to convey information. Some are rich in that they can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Others lead in that they score low on these factors. 11-5. What is the difference between automatic and controlled processing of persuasive messages? Answer: We often rely on automatic processing, a relatively superficial consideration of evidence and information making use of heuristics. Automatic processing takes little time and low effort, so it makes sense to use it for processing persuasive messages related to topics you don’t care much about. The disadvantage is that it lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo. You do independent research among experts who know something about the subject, gather information about prices from a variety of sources, and consider the costs and benefits of renting versus buying. This is called controlled processing, a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy, but it’s harder to fool someone who has taken the time and effort to engage in it. 11-6. What are some common barriers to effective communication? Answer: a. Filtering: a sender’s manipulation of information so that it will be seen more favorably by the receiver. b. Selective Perception: people selectively interpret what they see on the basis of their interests, background, experience, and attitudes. c. Information Overload: a condition in which information inflow exceeds an individual’s processing capacity. d. Emotions: how a receiver feels at the time a message is received will influence how the message is interpreted. e. Language: words have different meanings to different people. f. Communication Apprehension: undue tension and anxiety about oral communication, written communication, or both. g. Gender Differences: men tend to talk to emphasize status while women talk to create connections. 11-7. How do you overcome potential problems of cross-cultural communication? Answer: Cross-cultural factors increase communication difficulties. There are a number of problems: a. Cultural Barriers: i. Semantics: some words aren’t translatable. ii. Word Connotations: some words imply multiple meanings beyond their definitions. iii. Tone Differences: the acceptable level of formality of language. iv. Perception Differences: language affects worldview. b. Cultural Context: i. The importance of social context to meaning. ii. Low-context cultures (like the U.S.) rely on words for meaning. iii. High-context cultures gain meaning from the whole situation. Experiential Exercise An Absence of Nonverbal Communication This exercise will help you to see the value of nonverbal communication to interpersonal relations. First, the class is to split up into pairs (Party A and Party B). 11-8. Party A is to select a topic from the following list: a. Managing in the Middle East is significantly different from managing in North America. b. Employee turnover in an organization can be functional. c. Some conflict in an organization is good. d. Whistle-blowers do more harm than good for an organization. e. An employer has a responsibility to provide every employee with an interesting and challenging job. f. Everyone should register to vote. g. Organizations should require all employees to undergo regular drug tests. h. Individuals who have majored in business or economics make better employees than those who have majored in history or English. i. The place where you get your college degree is more important in determining your career success than what you learn while you’re there. j. It’s unethical for a manager to purposely distort communications to get a favorable outcome. 11-9. Party B is to choose a position on this topic (for example, arguing against the view “some conflict in an organization is good”). Party A now must automatically take the opposite position. The two parties have 10 minutes in which to debate their topic. The catch is that the individuals can only communicate verbally. They may not use gestures, facial movements, body movements, or any other nonverbal communication. It may help for each party to sit on his or her hands to remind them of their restrictions and to maintain an expressionless look. 11-10. After the debate is over, form groups of six to eight and spend 15 minutes discussing the following: a. How effective was communication during these debates? b. What barriers to communication existed? c. What purposes does nonverbal communication serve? d. Relate the lessons learned in this exercise to problems that might occur when communicating on the telephone or through e-mail. Ethical Dilemma BYOD “What’s your cell phone number? Good, I’ll call you about the meeting.” If you’re like many people in the world who have used a smartphone for years, or one of the 1.3 billion people who bought one recently, chances are you’ve used it for work. In fact, your employer may have even invited—or asked—you to use your smartphone, tablet, or laptop in your job. Such is the bring-your-own-device (BYOD) trend, which started out of friendly convenience but now carries major ethical issues. For instance: • Did you know your employer can wipe your personal devices clean? Remotely? With no warning? It happens, and not just at the 21 percent of organizations that erase devices when employees are terminated. Any time an organization has a privacy concern, it may wipe all devices clean to prevent a further breach of its cyber-defenses. Health-care consultant Michael Irvin lost his personal e-mail accounts, apps, music, contacts, and photos suddenly one day, leaving his multi-use iPhone “like it came straight from the factory.” Another individual lost pictures of a relative who had died. • Is your device part of your employment contract, either explicitly or by understanding? Who pays for the device? Well, you did, and you continue to pay for the service. If the device breaks, then … who pays for the replacement device? Can you lose your job if you can’t afford the device and service? • Can you use your device for all work-related communications? The cloud has brought opportunities for people to send classified work information anywhere, anytime. Organizations are concerned about what social media, collaboration, and file-sharing applications are in use, which is fair, but some policies can limit how you use your own device. • Once you use your personal device for work, where are the boundaries between work and home life? Research indicates that intensive smartphone users, for instance, need to disengage in their off-hours to prevent work–home stress and burnout. Yet not everyone can do this even if they are allowed to; research indicated a significant proportion of smartphone users felt pressured to access their devices around the clock, whether or not that pressure was warranted. The clear dilemma for employees is whether to acknowledge you own a smart device, and whether to offer its use for your employer’s convenience. Put that way, it seems obvious to say no (why would you risk possibly later losing everything to a corporate swipe?), but the convenience of carrying one phone is for you as well. However, some people think it’s just better to carry two phones—one for work, another for personal use. Attorney Luke Cocal is tried it and concluded, “It frankly keeps me saner.” Sources: S. E. Ante, “Perilous Mix: Cloud, Devices from Home,” The Wall Street Journal, February 20,2014, B4; D. Derks and A. B. Bakker, “Smartphone Use, Work-Home Interference, and Burnout: A Diary Study on the Role of Recovery,” Applied Psychology: An International Review 63, no. 3 (2014):411–40; L. Duxbury, C. Higgins, R. Smart, and M. Stevenson, “Mobile Technology and Boundary Permeability,” British Journal of Management 25 (2014): 570–88; E. Holmes, “When One Phone Isn’t Enough,” The Wall Street Journal, April 2, 2014, D1, D2; C. Mims, “2014: The Year of Living Vulnerably,” The Wall Street Journal, December 22, 2014, B1, B2; L. Weber, “Leaving a Job? Better Watch Your Cellphone,” The Wall Street Journal, January 22, 2014; and E. Yost, “Can an Employer Remotely Wipe an Employee’s Cellphone?” HR Magazine, July 2014, 19. Questions 11-11.Do you use your smartphone or other personal devices for work? If so, do you think this adds to your stress level or helps you by providing convenience? Answer: Using personal devices for work can indeed present a mixed bag of benefits and challenges. On one hand, it offers convenience, allowing individuals to seamlessly integrate work tasks into their personal devices. This can enhance productivity and flexibility, especially for tasks that require quick responses or constant connectivity. However, the practice also introduces ethical and practical concerns. The potential for employers to remotely wipe personal devices clean without warning raises significant privacy issues. Losing personal data or photos due to such actions can be distressing for employees. Additionally, questions about who bears the cost of the device and its maintenance can create financial stress, especially if employees fear repercussions for not having the latest technology. Moreover, the blurring of boundaries between work and personal life can contribute to increased stress levels. Research suggests that constant connectivity to work-related tasks via personal devices can lead to burnout and work-home conflict. Even if individuals are technically allowed to disengage during off-hours, societal and workplace pressures may make it difficult to do so effectively. Ultimately, the decision to use personal devices for work is a personal one, influenced by individual circumstances and preferences. Some may find the convenience outweighs the drawbacks, while others may opt for separate work and personal devices to maintain boundaries and reduce stress. Attorney Luke Cocalis's choice to carry two phones illustrates one approach to managing this dilemma, emphasizing the importance of maintaining sanity and balance in a digitally interconnected world. 11-12.Cocalis likes the two-phone lifestyle and says his boss has his personal phone number only for emergencies. But assistant talent manager Chloe If shin reports it doesn’t work so well in practice. “I have friends who are clients and clients who are friends,” she says, so work contacts end up on her personal phone and friends call her work phone. How does this consideration affect your thinking about BYOD? Answer: The consideration of personal and professional contacts intermingling on different devices highlights one of the practical challenges of the bring-your-own-device (BYOD) trend. While maintaining separate phones for work and personal use can help establish boundaries, in reality, the lines between personal and professional life often blur. Chloe If shin's experience illustrates the complexity of managing multiple relationships and roles across different devices. In a world where personal and professional networks overlap, it becomes increasingly difficult to keep work-related contacts strictly confined to one device and personal contacts to another. This dilemma underscores the need for flexible and adaptable approaches to BYOD policies. Employers and employees alike must navigate the nuances of digital connectivity while balancing privacy, convenience, and professional expectations. Solutions may involve implementing robust communication protocols, such as clearly defining when it's appropriate to contact employees on their personal devices, or leveraging technology to segregate work-related communications on personal devices. Ultimately, the challenge of managing personal and professional contacts on separate devices highlights the importance of developing comprehensive BYOD strategies that address the complexities of modern work-life integration. 11-13.Organizations are taking steps to protect themselves from what employees might be doing on their BYOD devices through allowing only approved computer programs and stricter policies, but no federal regulations protect employees from these. What ethical initiatives might organizations adopt to make this situation fair for everyone? Answer: To address the ethical considerations surrounding BYOD policies and protect the interests of both employees and organizations, several initiatives can be adopted: 1. Transparent Policies: Organizations should establish clear and transparent BYOD policies that outline the permissible uses of personal devices for work purposes. These policies should detail expectations regarding data security, privacy, and acceptable use, ensuring that employees understand their rights and responsibilities. 2. Consent and Choice: Employees should have the option to consent to BYOD policies voluntarily, rather than being compelled to use personal devices for work. Providing employees with a choice allows them to weigh the benefits and risks associated with using their own devices and empowers them to make informed decisions. 3. Privacy Protections: Organizations should implement measures to safeguard the privacy of employees' personal data stored on BYOD devices. This may include encryption, remote wipe capabilities limited to work-related data, and clear guidelines on data access and monitoring. 4. Employee Education and Training: Organizations should invest in comprehensive training programs to educate employees about cybersecurity best practices, data protection measures, and the potential risks associated with using personal devices for work. By empowering employees with knowledge and skills, organizations can mitigate security threats and promote responsible BYOD usage. 5. Fair Compensation: Employers should consider providing fair compensation or reimbursement for employees who use their personal devices for work-related purposes. This may include covering expenses such as device purchases, service plans, or maintenance costs, ensuring that employees are not unfairly burdened by the financial implications of BYOD. 6. Regular Audits and Compliance Checks: Organizations should conduct regular audits to ensure compliance with BYOD policies and regulatory requirements. This includes monitoring for unauthorized software installations, data breaches, or security vulnerabilities and taking prompt action to address any issues identified. 7. Ethical Oversight: Establishing an ethics committee or oversight board can help organizations evaluate the ethical implications of BYOD policies and decisions. This committee can provide guidance on ethical dilemmas, review potential risks, and advocate for fair treatment of employees. By implementing these ethical initiatives, organizations can promote fairness, transparency, and accountability in their BYOD practices, ultimately fostering a positive work environment while mitigating risks to both employees and the organization. Class Exercise 1. Ask the students to defend their opinions on each of the items. 2. Ask students to analyze their answers using ethical criteria. 3. Discuss student responses and invite students to comment and ask questions. Case Incident 1 Organizational Leveraging of Social Media As you know, social media have transformed the way we interact. The transparent, rapid-fire communication they make possible means people can spread information about companies more rapidly than ever. Do organizations understand yet how to use social media effectively? Perhaps not. Recent findings indicated that only three out of ten CEOs in the Fortune 500 have any presence on national social media sites. Many executives are wary of these new technologies because they cannot always control the outcomes of their communications. However, whether they are directly involved with social media or not, companies should recognize that these messages are out there, so it behooves them to make their voices heard. Some experts say social media tools improve productivity because they keep employees connected to their companies during non-office hours. And social media can be an important way to learn about emerging trends. André Schneider, chief operating officer of the World Climate Ltd, uses feedback from LinkedIn discussion groups and Facebook friends to discover emerging trends and issues worldwide. Padmasree Warrior, chief technology officer of Cisco, has used social media to refine her presentations before a “test” audience. The first step in developing a social media strategy is establishing a brand for your communications—define what you want your social media presence to express. Experts recommend that companies begin their social media strategy by leveraging their internal corporate networks to test their strategy in a medium that’s easier to control. Most companies already have the technology to use social media through their corporate websites. Begin by using these platforms for communicating with employees and facilitating social networks for general information sharing. As social networking expert Soumitra Dutta from Insead notes, “My advice is to build your audience slowly and be selective about your contacts.” Despite the potential advantages, companies also need to be aware of significant drawbacks to social media. First, it’s very difficult to control social media communications. Microsoft found this out when the professional blogger it hired spent more time promoting himself than getting positive information out about the company. Second, important intellectual capital might leak out. Companies need to establish very clear policies and procedures to ensure that sensitive information about ongoing corporate strategies is not disseminated via social media. Finally, managers should maintain motivation and interest beyond their initial forays into social media. A site that’s rarely updated can send a very negative message about the organization’s level of engagement with the world. Sources: B. Acohido, “Social-Media Tools Boost Productivity,” USA Today, August 13, 2012, 1B;H. Annabi and S. T. McGann, “Social Media as the Missing Links: Connecting Communities of Practice to Business Strategy,” Journal of Organizational Computing and Electronic Commerce 23, no.1-2 (2013): 56–83; S. Dutta, “What’s Your Personal Social Media Strategy,” Harvard Business Review,November2010, 127–30; and G. Connors, “10 Social Media Commandments for Employers,” Workforce Management Online, February 2010, www.workforce.com; and L. Kwoh and M. Korn,“140 Characters of Risk: CEOs on Twitter,” The Wall Street Journal, September 26, 2012, B1, B8. Questions 11-14. Are the drawbacks of the corporate leveraging of social media sufficient to make you think it’s better for them to avoid certain media? If so, which media? Answer: The drawbacks associated with the corporate leveraging of social media certainly highlight the need for careful consideration and strategic planning. While social media platforms offer numerous benefits in terms of communication, engagement, and trend analysis, organizations must be mindful of potential pitfalls. One of the primary drawbacks is the difficulty in controlling social media communications. Instances where hired bloggers prioritize self-promotion over promoting the company's interests underscore the risk of losing control over messaging. Additionally, the potential for sensitive information to leak out presents a significant concern. Companies must establish clear policies and procedures to safeguard intellectual property and proprietary information. Furthermore, maintaining consistent engagement and relevance on social media platforms requires ongoing effort and dedication. Neglecting to update social media channels regularly can convey a negative message about the organization's level of engagement and commitment to its audience. Considering these drawbacks, it's essential for organizations to approach social media strategically and be selective about the platforms they choose to engage with. While completely avoiding social media may not be feasible or advisable in today's digital age, companies may opt to prioritize platforms that align with their communication goals and risk tolerance levels. Additionally, investing in robust policies, employee training, and monitoring mechanisms can help mitigate the risks associated with corporate leveraging of social media. Ultimately, each organization must carefully assess its unique circumstances and resources to determine the most appropriate approach to social media engagement. 11-15. What features would you look for in a social media outlet? What types of information would you avoid making part of your social media strategy? Answer: When considering features in a social media outlet for corporate use, several factors should be taken into account: 1. Privacy Controls: The platform should offer robust privacy settings to allow organizations to control who can view and interact with their content. 2. Analytics and Insights: Access to analytics tools is crucial for monitoring engagement, tracking performance metrics, and refining social media strategies based on data-driven insights. 3. Customization Options: The ability to customize profiles, pages, and content helps organizations maintain brand consistency and tailor messaging to their target audience. 4. Integration Capabilities: Seamless integration with other communication channels and software systems (e.g., CRM, marketing automation) facilitates efficient workflow and enhances the overall effectiveness of social media efforts. 5. Security Measures: Strong security features, such as two-factor authentication and encryption, help protect sensitive information and mitigate the risk of data breaches or unauthorized access. 6. Community Management Tools: Features like comment moderation, message filtering, and user blocking empower organizations to manage interactions effectively and maintain a positive online reputation. 7. Mobile Accessibility: Given the prevalence of mobile usage, the platform should be optimized for mobile devices to ensure a seamless user experience across different devices and operating systems. In terms of information to avoid making part of a social media strategy, organizations should exercise caution when sharing: 1. Confidential or Proprietary Information: Sensitive data related to corporate strategies, financials, or product development should not be disclosed on social media platforms to prevent unauthorized access or potential harm to the organization's competitive advantage. 2. Negative or Controversial Content: Content that may incite backlash, controversy, or damage the organization's reputation should be avoided to maintain a positive brand image and foster trust among stakeholders. 3. Personal or Private Data: Respecting user privacy is paramount, and organizations should refrain from sharing personal information without consent or in violation of data protection regulations. 4. False or Misleading Information: Integrity and credibility are essential in social media communications. Organizations should ensure that all content shared is accurate, truthful, and substantiated to avoid misleading their audience or undermining trust. 5. Offensive or Inappropriate Content: Content that is discriminatory, offensive, or inappropriate may alienate audiences and tarnish the organization's reputation. It's crucial to adhere to professional standards and values when crafting social media messaging. By considering these features and guidelines, organizations can effectively leverage social media platforms to engage with their audience, amplify their brand message, and achieve their communication objectives while mitigating potential risks and pitfalls. 11-16. What do you think is the future direction of social media in business? How might emerging technologies change your forecast? Answer: The future direction of social media in business is likely to be shaped by several key trends and emerging technologies: 1. Increased Personalization: Businesses will continue to leverage data analytics and artificial intelligence to personalize content and user experiences on social media platforms. This approach enables targeted marketing efforts, enhances customer engagement, and fosters stronger brand-consumer relationships. 2. Integration with E-Commerce: Social media platforms are increasingly becoming shopping destinations, with features like in-app purchases, shoppable posts, and integrated checkout options. This convergence of social media and e-commerce is expected to grow, offering businesses new opportunities to drive sales and monetize their social media presence directly. 3. Augmented Reality (AR) and Virtual Reality (VR): AR and VR technologies have the potential to revolutionize social media experiences by offering immersive and interactive content formats. Businesses can use AR and VR to create engaging brand experiences, showcase products in virtual environments, and provide unique storytelling opportunities. 4. Rise of Niche Platforms: As social media landscapes evolve, niche platforms catering to specific interests, demographics, or industries are likely to gain traction. These platforms offer businesses the opportunity to engage with highly targeted audiences and foster communities around niche topics or interests. 5. Video Content Dominance: Video content continues to dominate social media consumption trends, with platforms like TikTok, Instagram Reels, and YouTube driving engagement. Businesses are expected to invest more resources in creating compelling video content to capture audience attention and convey brand messages effectively. 6. Enhanced Customer Service: Social media platforms serve as important channels for customer service and support, allowing businesses to respond to inquiries, address concerns, and provide assistance in real-time. Emerging technologies such as chatbots and conversational AI are poised to further streamline and automate customer interactions on social media. 7. Emphasis on Authenticity and Transparency: In an era of heightened scrutiny and consumer skepticism, businesses will prioritize authenticity, transparency, and ethical practices in their social media communications. Building trust and credibility with audiences will be essential for long-term success in social media marketing. Emerging technologies, such as blockchain, 5G connectivity, and the Internet of Things (IoT), have the potential to further shape the future of social media in business. These technologies may enable new forms of content distribution, enhance data security and privacy, and facilitate seamless connectivity across devices and platforms. Additionally, advances in AI and machine learning algorithms may enable more sophisticated targeting and personalization capabilities, allowing businesses to deliver hyper-relevant content to their audiences. Overall, the future of social media in business is dynamic and multifaceted, driven by ongoing innovation and the evolving needs and expectations of users and businesses alike. Case Incident 2 An Underwater Meeting On Saturday October 17, 2009, democratically elected President Mohammad Nasheed of the Maldives invited his 13 officials to a cabinet meeting: the world’s first underwater governmental meeting. The meeting “room” was in a lagoon off Girifushi, in the North Male atoll, and the ministers dove 20 feet(6 meters) to meet around a horseshoe-shaped table on the sea floor. The Maldives, located southwest of Sri Lanka, is an Indian Ocean archipelago, whose 1,192 islands stretch for850 kilometers (530 miles). The Maldivian islands are on average only 2 meters (7 feet) above sea level, and they comprise the lowest-lying nation on the planet. The meeting agenda highlighted how global warming was threatening the disappearance of the Maldives with in a century. In 2007, data about this threat were confirmed by the United Nation (UN) Intergovernmental Panel on Climate Change, warning that a rise in sea levels of 18 to59 centimeters (7 to 23 inches) by 2100 would be enough to make the Maldives virtually uninhabitable. The decision made at the meeting was to sign off on an agreement for carbon emission cuts: “We must unite in a global effort to halt further temperature rises.” The meeting took place prior to the United Nations climate change conference in December, in anticipation of the renegotiation of the Kyoto Protocol. The safety of the ministers was well considered; they held a dress rehearsal the day before; coral on the reef was checked for harmful creatures; participants communicated via hand signals to indicate they were okay. Instead of dressing in business suits, though, the 14government ministers donned scuba diving gear and also wore name tags. Just as in every meeting, discussion took place, but here it was through writing on a special white board. The meeting was broadcast live on television. Inhabitants on Kuda Huvadhoo island built a sealed box, put their television in it, and, following their governments’ lead, dove to the depths to view the underwater meeting—underwater. Back on dry land, the cabinet ministers were to sign their wet suits for auctioning on the www.protectthemaldives.com Web site in a bid to raise money for protecting coral reefs. President Nasheed used the meeting venue as a publicity exercise to push for action so that his people can continue to live in the Maldives well into the future. Sources: Based on: AFP, (October 17, 2009), “Maldives Officials Hold Underwater Meeting to Highlight Threat of Global Warming,” Gulf News, p. 21, accessed October 23, 2009 at gulfnews.com/news/world/other-world/maldives-officialshold-underwater-meeting-to-highlight-threat-of-globalwarming-1.515739; AFP, (October 16, 2009), “Maldives Cabinet Rehearses Underwater Meeting,” Canwest News Service, accessed October 23, 2009 at www.canada.com/technology/Maldives+cabinet+rehearses+underwater+meeting/2111098/story.html; O. Lang, (October 17, 2009), “Maldives Leader in Climate Change Stunt,” BBC News, accessed October 23, 2009 at news.bbc.co.uk/2/hi/south_asia/8312320.stm. Questions 11-17. Identify the main function of the meeting. Answer: The main function of the meeting was to highlight how global warming was threatening disappearance of the Maldives within a century. 11-18. Describe the communication process and distinguish between its formality and informality. Answer:
Formal Informal
Cabinet meeting. The world’s first underwater governmental meeting.
Participants wore name tags. Participants communicated via hand signals.
Participants wrote on a special white board. Participants wore scuba diving gear.
It was broadcast live on television.
Participants signed their wet suits for auctioning.
President Nasheed used the meeting venue as a publicity exercise.
11-19. What is your opinion on the view that audiences prefer “live” presentations? Answer: The preference for "live" presentations among audiences can be attributed to several factors that contribute to a more engaging and interactive experience. Here are some reasons why audiences may favor live presentations: 1. Authenticity: Live presentations offer an authentic and immediate connection between the presenter and the audience. The absence of editing or post-production enhances the perception of authenticity and genuineness, which resonates with viewers. 2. Interactivity: Live presentations allow for real-time interaction between the presenter and the audience. Attendees can ask questions, provide feedback, and engage in discussions, creating a dynamic and participatory experience. 3. Timeliness: Live presentations provide timely and up-to-date information, making them relevant and valuable to audiences. Viewers can access the latest insights, updates, or announcements as they unfold in real-time. 4. Engagement: The immersive nature of live presentations captures the audience's attention and maintains their engagement throughout the event. Live Q&A sessions, polls, and interactive elements enhance viewer involvement and encourage active participation. 5. Emotional Connection: Live presentations have the potential to evoke emotions and create memorable experiences for audiences. The spontaneity and energy of live delivery can elicit emotional responses and leave a lasting impression on viewers. 6. Sense of Community: Live presentations foster a sense of community among audience members who are experiencing the event together in real-time. Shared participation in a live event can strengthen bonds and foster connections among attendees. While live presentations offer numerous benefits, it's important to recognize that preferences may vary among different audiences and contexts. Some individuals may prefer pre-recorded or on-demand content for its flexibility and convenience, while others may value the immediacy and interactivity of live presentations. Ultimately, the effectiveness of a presentation format depends on factors such as audience preferences, content relevance, and the overall objectives of the communication. My Management Lab Go to mymanagementlab.com for Auto-graded writing questions as well as the following Assisted-graded writing questions: 11-20. Based on Case Incident 1 and your chapter reading, how do you think social media might be used in business 5 years from now? Do you see the usage as growing or lessening, and why? Answer: To effectively answer this question based on Case Incident 1 and chapter reading, I would anticipate that social media will continue to play a significant role in business five years from now, with its usage likely to increase rather than lessen. Several factors contribute to this projection: 1. Evolving Trends: Social media platforms are constantly evolving to adapt to changing user behaviors and technological advancements. Five years from now, we can expect to see new features, functionalities, and trends emerge that further integrate social media into various aspects of business operations. 2. Enhanced Integration: Businesses are increasingly integrating social media into their marketing, customer service, sales, and recruitment strategies. As social media platforms continue to evolve and offer more robust tools and capabilities for business use, organizations will likely rely on them even more extensively to engage with customers, attract talent, and drive sales. 3. Technological Advancements: Emerging technologies such as augmented reality (AR), virtual reality (VR), and artificial intelligence (AI) are expected to further enhance the capabilities of social media platforms. These technologies will enable more immersive, personalized, and interactive experiences for users, making social media an indispensable tool for businesses to connect with their target audience. 4. Changing Consumer Behavior: Consumer behavior continues to shift towards digital and mobile-first preferences, with social media being a primary channel for communication, information sharing, and content consumption. Businesses will need to adapt to these changing behaviors by leveraging social media to reach and engage with their target audience effectively. 5. Competitive Landscape: With the increasing importance of digital presence and online engagement, businesses across industries will face growing pressure to maintain a strong social media presence. Those that fail to leverage social media effectively may risk falling behind competitors who are more adept at utilizing these platforms to connect with customers and drive business results. Overall, the trajectory of social media in business suggests that its usage will continue to grow and evolve over the next five years. As organizations recognize the opportunities and benefits that social media offers in terms of customer engagement, brand visibility, and business growth, they will likely invest more resources and effort into harnessing the power of these platforms to achieve their strategic objectives. 11-21. Considering Case Incident 2 and the chapter material, what are the positive aspects of PowerPoint as a communication method? One study found no difference in memory recall of listeners after presentations with (a)PowerPoint words only, (b) visual-only slides, (c) words and visual aids, and (d) no slides. How does this change your view of the usefulness of PowerPoint as a communication tool? Answer: The positive aspects of PowerPoint as a communication method include: 1. Visual Aid: PowerPoint slides provide visual support for the presenter's spoken content, enhancing audience comprehension and retention of key points. Visual aids can help reinforce verbal messages, making complex information more accessible and easier to understand. 2. Organization: PowerPoint allows presenters to structure their content in a logical and organized manner, using slides to divide information into clear sections or bullet points. This organization helps keep the audience focused and facilitates smoother transitions between topics. 3. Engagement: Well-designed PowerPoint slides can capture audience attention and keep them engaged throughout the presentation. Visual elements such as images, charts, and graphs can make the content more engaging and memorable, increasing audience interest and participation. 4. Professionalism: Utilizing PowerPoint effectively demonstrates professionalism and preparedness on the part of the presenter. A well-designed and visually appealing presentation reflects positively on the presenter and the content being delivered, enhancing credibility and professionalism. 5. Accessibility: PowerPoint presentations can be easily shared and distributed to audience members before or after the presentation, allowing for greater accessibility and flexibility. Attendees can review the slides at their own pace, reinforcing learning and facilitating further discussion. However, the study mentioned in Case Incident 2, which found no difference in memory recall among listeners exposed to PowerPoint slides with various content formats, may prompt a reconsideration of the usefulness of PowerPoint as a communication tool. This suggests that the effectiveness of PowerPoint presentations may not solely depend on the presence or absence of visual aids, but rather on other factors such as the quality of content, delivery style, and audience engagement. While PowerPoint can be a valuable communication tool when used appropriately, it is important to recognize its limitations and ensure that it enhances rather than detracts from the overall effectiveness of the presentation. Presenters should focus on creating engaging, informative, and well-structured content that effectively communicates key messages, regardless of the presence or format of PowerPoint slides. Additionally, incorporating interactive elements, storytelling techniques, and audience participation can further enhance the impact of PowerPoint presentations on audience understanding and retention of information. 11-22. My Management Lab Only – comprehensive writing assignment for this chapter. Answer: Introduction: In today's digital age, effective communication is crucial for businesses to engage with customers, collaborate with stakeholders, and drive organizational success. Two key communication tools that have become integral to modern business practices are social media and PowerPoint presentations. This comprehensive writing assignment explores the importance of these tools in enhancing business communication and provides strategies for leveraging them effectively. Social Media in Business Communication: Social media platforms have revolutionized the way businesses interact with their target audience. From marketing and customer service to recruitment and brand management, social media offers numerous opportunities for businesses to connect with stakeholders and achieve their communication objectives. By leveraging social media effectively, businesses can: 1. Enhance Brand Visibility: Social media allows businesses to amplify their brand message and reach a wider audience through targeted advertising, engaging content, and strategic partnerships. 2. Foster Customer Engagement: Social media provides a direct channel for businesses to engage with customers, address inquiries, and solicit feedback in real-time. By actively participating in conversations and building relationships with customers, businesses can cultivate brand loyalty and advocacy. 3. Facilitate Collaboration: Social media platforms enable seamless communication and collaboration among employees, teams, and partners, regardless of geographical location. By creating private groups, sharing documents, and hosting virtual meetings, businesses can enhance teamwork and productivity. 4. Monitor Trends and Insights: Social media serves as a valuable source of market intelligence, allowing businesses to monitor industry trends, track competitor activity, and gain insights into consumer preferences. By analyzing social media data, businesses can make informed decisions and adapt their strategies accordingly. 5. Humanize the Brand: Social media provides businesses with an opportunity to showcase the human side of their brand by sharing behind-the-scenes content, employee stories, and user-generated content. By humanizing the brand, businesses can build trust and authenticity with their audience. Effective Use of PowerPoint Presentations: PowerPoint presentations remain a staple tool for business communication, enabling presenters to convey information in a visually engaging and organized manner. When used effectively, PowerPoint presentations can: 1. Capture Audience Attention: Well-designed PowerPoint slides with compelling visuals and concise content can capture audience attention and maintain engagement throughout the presentation. 2. Enhance Comprehension: PowerPoint slides serve as visual aids that complement the presenter's spoken content, enhancing audience comprehension and retention of key points. By using charts, graphs, and diagrams, presenters can simplify complex information and make it more accessible to the audience. 3. Structure Information: PowerPoint presentations allow presenters to structure their content in a logical and organized manner, using slides to divide information into clear sections or bullet points. This organization helps keep the audience focused and facilitates smoother transitions between topics. 4. Reinforce Brand Identity: PowerPoint presentations provide an opportunity for presenters to reinforce brand identity through consistent use of colors, fonts, and branding elements. By aligning the presentation design with the company's visual identity, presenters can strengthen brand recognition and credibility. 5. Facilitate Discussion: PowerPoint presentations can serve as a catalyst for discussion and collaboration by sparking audience interest and prompting questions or feedback. Presenters can use interactive elements such as polls, quizzes, and open-ended questions to encourage audience participation and facilitate dialogue. Conclusion: In conclusion, social media and PowerPoint presentations are powerful tools that businesses can leverage to enhance communication, engage stakeholders, and achieve their objectives. By adopting a strategic approach to the use of these tools and incorporating best practices, businesses can effectively navigate the evolving landscape of business communication in the digital age. Through proactive engagement on social media platforms and thoughtful design of PowerPoint presentations, businesses can strengthen their brand presence, foster meaningful connections with stakeholders, and drive success in today's competitive business environment. By embracing innovation and harnessing the power of technology, businesses can unlock new opportunities for growth and innovation in their communication strategies. Instructor’s Choice Where is the hottest market for business today? If you answered the 60 million Americans born between 1979 and 1994, you just won the prize. These Generation Y or Digital Generation kids will be a sizable market force in the years to come. Though this generation and its vast spending power are enough to whet marketers’ appetites, there may be problems on the horizon for organizations that are banking on attracting this dynamic market. First, this market is highly tech-savvy and expects communication from marketers to be just as savvy. Text messages via cell phones, high-speed links (broadband) with music and video venues, and instant messaging are but a few of the communication channels that this generation expects marketers to master if consumption dollars are to flow their way. Second, this generation wants to use communication to link itself with organizations as well as other members of the generation. The popularity of video games that allow for multiple players in different parts of the country and the usage of cell-phone text messages to participate or vote in television reality shows, such as American Idol, show the degree of commitment to new communication forms. Finally, this generation is also the Zap Generation, where TiVo and other devices allow viewers to bypass traditional communication formats and get right to the programming. To effectively communicate with this generation, organizations will have to try new communication venues such as product placement in visual programs and digital billboards in such places as stadiums and shopping malls. •Using a search engine of your own choosing, investigate product placement. Write a short paper that describes how the process works and why it can be a lucrative channel of communication for a marketer. •Using a search engine of your own choosing, investigate digital billboards and other visual presentation formats that seem to be preferred by this generation. Comment of the perceived effectiveness of such formats. •Lastly, list three other communication techniques that might be used to stimulate attention and response from this generation. Explain your rationale in making the suggestions that you made. Instructor Discussion To assist the instructor in the preparation of this activity, read “Channeling the Future,” by Stephen Baker, BusinessWeek, July 12, 2004, pp. 70–72. Author Don Tapscott has produced several books that also address the subject of appealing and communicating with the Digital Generation. Since the majority of the students in the class are members of this generation, the subject of communication with this generation should be an easy one to discuss. For example, students can be asked what their favorite communication venues are. Next, ask them what the favorite venues of their parents are. Note differences in the preferences. Lastly, ask the students how an organization should communicate with them. Have students understand that communication for purposes of consumption might be very different from communication that might prove to be effective in the workplace. Have students discuss what these differences might be. Exploring OB Topics on the Web
1. Listening requires more than a physical presence—it requires a mental presence too! Learn more about how to develop your skills as an empathetic listener at: http://crs.uvm.edu/gopher/nerl/personal/comm/e.html. Write a short journal entry describing how you plan to further develop one technique listed in the article. 2. Are there dos and don’ts for e-mail? Learn more by doing a search on “netiquette,” which are the courtesy guidelines of e-mail. Print one of the better pages and bring to class along with an e-mail you have sent or received recently. Take off the names of the parties in the e-mail. In class, we will edit these e-mails for breeches of netiquette guidelines. 3. Organizational communication has been drastically changed by the introduction of modern technologies just in the last 10 years. However, it does not just happen. There must be support personnel and products to assist users with communication via technology. Go to http://www.databasesystemscorp.com/psccproducts.htm and explore one vendor’s products and services to support organizational communication. Write a short journal entry about what you learn from this website. 4. Learn more about effective cross-cultural communication. Go to: •http://www.forbes.com/2005/10/19/morris-desmond-cross-culture-comm05-cx_lr_1024morriscross.html •http://www.forbes.com/sites/carolkinseygoman/2011/11/28/how-culture-controls-communication/ •http://www.forbes.com/sites/dailymuse/2013/07/26/getting-here-working-here-an-expats-experience-in-corporate-america/ •http://www.forbes.com/sites/dailymuse/2013/09/13/working-abroad-how-to-give-a-presentation-in-the-local-language/ Write a paragraph or two about what you learned. 5. Open-Book Management has worked for many companies. To learn more, go to Inc. Magazine’s website and key in “pen book management” using the search feature. A number of articles are available for review. Additionally, the following websites also have more information. Write a one page summary on what you learned. http://www.nceo.org/library/obm_poolcovers.html http://www.nceo.org/library/obm_nceostudy.html 6. What is an intranet and how does it work? Chances are if you have not been on one here at school or at work, you will be in the future. Go to http://compnetworking.about.com/cs/intranets/g/bldef_intranet.htm for a comprehensive look at intranets and organizations that have put them to work to increase organizational effectiveness through communication. Solution Manual for Organizational Behavior Timothy A. Judge Stephen P. Robbins 9781292146300, 9780133507645, 9780136124016
