Business Communication

Economic Statistics I

Legal Environment of Business

The owner of the catering business can benefit from your constructive criticism and correct the problems to avoid losing future business. The owner can try to determine the reason for the poor food quality and make changes to the menu and preparation of food. Problems with the actual service can be improved with additional training or hiring new, better qualified employees. Rather than loose future business, the owner can benefit from your comments and improve the quality and reputation of the catering company. PTS: 1 DIF: Application REF: p. 115-116 OBJ: 7-5 NAT: AACSB Communication: Strategy|AACSB Ethics CASE 1. Conference Hotel Changes You manage a large hotel that is used by organizations and businesses for meetings and conferences. A recent storm has damaged part of your hotel which means that you have fewer rooms available for meetings. You now have nearly 20 percent fewer guest rooms for conference participants and four less meeting rooms for smaller sessions. You estimate that room repairs will take nearly a month, but the Association of Intercultural Studies is scheduled to arrive for a three-day conference in two weeks and has booked all rooms. Now there are not enough rooms for the conference. Required: As manager of the hotel, write a letter to the meeting manager for the association. Tell the manager the bad news regarding the damage to the rooms and provide an alternative of using rooms at a nearby hotel. ANS: Conference Hotel SOLUTION Write the letter inductively, beginning with a buffer that leads to the reasons for the bad news. 1. Use a buffer paragraph to introduce the idea that you are looking forward to the arrival of conference attendees in two weeks. Remind the meeting manager that your hotel has an excellent reputation for quality service and an experienced staff to handle large conferences. 2. Present the facts about the recent storm and how it affected the local area. 3. Present the bad news of the damage to the hotel, but emphasize the large number of rooms still available for the meeting. Reassure the meeting manager that your staff is prepared to handle changes and that you have already made alternative arrangements. 4. Explain that a nearby hotel will accommodate the overflow of guests and meetings. Your hotel will provide a free shuttle and reduced room rates for all attendees. 5. Close with a positive idea that the conference will be a success and that attendees will enjoy their stay at your reputable hotel. A proposed solution follows: Dear Ms. Chastain: It has been over a year since you contracted with our hotel for the annual conference of the Association of Intercultural Studies. In two weeks, your conference participants will arrive and have the opportunity to enjoy our wonderful cuisine, pool and spa, and luxurious accommodations. You’ve made a great choice in hotels. As you know, we’re one of the most highly rated hotels in the city for providing conference facilities.

BUS | 271 | Business Communication | lecture notes | The owner of the catering busi

BUS | 271 | Business Communication | exam | 

Chapter 9—Understanding the Report Process and Research Methods TRUE/FALSE 1. The monthly financial statement that Sharecom Investments sends to its investors is an example of an analytical report. ANS: T PTS: 1 DIF: Application REF: p. 141 OBJ: 9-1 NAT: AACSB Communication: Strategy|AACSB Quantitative Analysis 2. Reports typically travel upward in an organization because they usually are requested by a higher authority. ANS: T PTS: 1 DIF: Application REF: p. 141 OBJ: 9-1 NAT: AACSB Communication: Strategy 3. The main function of vertical reports is to contribute to management control. ANS: T PTS: 1 DIF: Fact REF: p. 141-142 OBJ: 9-1 NAT: AACSB Communication: Strategy 4. XYZ, a potential supplier to NASA, would typically submit an RFP (request for a proposal) to NASA in order to obtain a contract with this government agency. ANS: F PTS: 1 DIF: Application REF: p. 143 OBJ: 9-1 NAT: AACSB Communication: Strategy 5. Attendance records are an example of an are analytical report. ANS: F PTS: 1 DIF: Application REF: p. 141 OBJ: 9-1 NAT: AACSB Communication: Strategy|AACSB Quantitative Analysis 6. Limitations refer to boundaries imposed outside the control of the researcher, such as time limit and budget. ANS: T PTS: 1 DIF: Fact REF: p. 318 OBJ: 9-2 NAT: AACSB Communication: Strategy|AACSB Research 7. The statement of purpose is the goal of the study and includes the objectives the researcher hopes to accomplish. ANS: T PTS: 1 DIF: Fact REF: p. 317-318 OBJ: 9-2 NAT: AACSB Communication: Strategy|AACSB Research 8. Hypothesis testing is appropriate only in observational research settings. ANS: F PTS: 1 DIF: Application REF: p. 144 OBJ: 9-2 NAT: AACSB Research 9. Reports that examine the buying habits of a group of teenagers at three-month intervals are examples of a longitudinal study. ANS: T PTS: 1 DIF: Application REF: p. 318 OBJ: 9-2 NAT: AACSB Research 10. Primary research sources include periodicals, computer databases, and encyclopedias. ANS: F PTS: 1 DIF: Fact REF: p. 319-325 OBJ: 9-3 NAT: AACSB Research 11. Electronic databases provide access to articles from newspapers, magazines, journals, and other types of publications. ANS: T PTS: 1 DIF: Fact REF: p. 321 OBJ: 9-3 NAT: AACSB Technology|AACSB Research 12. A customer service representative who regularly tracks the type of customer complaints made through the company's 800 number is conducting experimental research. ANS: F PTS: 1 DIF: Application REF: p. 323-324 OBJ: 9-3 NAT: AACSB Research 13. Secondary research is only necessary when primary research does not yield enough information. ANS: F PTS: 1 DIF: Application REF: p. 319 OBJ: 9-3 NAT: AACSB Research 14. Reliability refers to the degree to which data measures what it is intended to measure. ANS: F PTS: 1 DIF: Fact REF: p. 325 OBJ: 9-3 NAT: AACSB Research 15. In order for survey research to be credible, the selected sample must be representative of the population. ANS: T PTS: 1 DIF: Application REF: p. 324-325 OBJ: 9-3 NAT: AACSB Research 16. Plagiarism is the presentation of someone else’s ideas or words as your own. ANS: T PTS: 1 DIF: Fact REF: p. 327 OBJ: 9-4 NAT: AACSB Ethics|AACSB Research 17. Scholarly journals in the social sciences tend to use the APA referencing method, while MLA is commonly used in the humanities. ANS: T PTS: 1 DIF: Fact REF: p. 334 OBJ: 9-4 NAT: AACSB Communication: Strategy|AACSB Research 18. Referencing is essential when material is quoted from a source and is optional when paraphrasing. ANS: F PTS: 1 DIF: Application REF: p. 327 OBJ: 9-4 NAT: AACSB Research 19. Email polling is a popular primary research method, though it typically takes longer to conduct than other data collection methods.

BUS | 271 | Business Communication | lecture notes | Chapter 9—Understanding the Re

Chapter 1—Establishing a Framework for Business Communication TRUE/FALSE 1. People communicate to satisfy needs in both their work lives and private lives. ANS: T PTS: 1 DIF: Fact REF: p. 2 OBJ: 1-1 NAT: AACSB Communication: Interpersonal 2. A major purpose in communication is to help people feel good about themselves and their friends, groups, and organizations. ANS: T PTS: 1 DIF: Fact REF: p. 2 OBJ: 1-1 NAT: AACSB Communication: Interpersonal 3. Three basic purpose of communication are to feel, sense, and influence. ANS: F PTS: 1 DIF: Fact REF: p. 2 OBJ: 1-1 NAT: AACSB Communication: Interpersonal 4. If the sender uses words the receiver does not understand, the receiver will have difficulty encoding the message. ANS: F PTS: 1 DIF: Fact REF: p. 4 OBJ: 1-2 NAT: AACSB Communication: Theory 5. The sender’s primary objective is to decode the message so that the message received is as close as possible to the message that is sent. ANS: F PTS: 1 DIF: Fact REF: p. 4 OBJ: 1-2 NAT: AACSB Communication: Theory 6. While the sender of a message is responsible for effective encoding and the receiver for effective decoding, both have responsibility for addressing interferences. ANS: T PTS: 1 DIF: Application REF: p. 5 OBJ: 1-2 NAT: AACSB Communication: Theory|AACSB Critical Thinking 7. Barriers, or interferences, to communication can be completely overcome by skilled communicators. ANS: F PTS: 1 DIF: Application REF: p. 5 OBJ: 1-2 NAT: AACSB Communication: Theory|AACSB Critical Thinking 8. A person’s self-talk that takes place within the person is referred to as interpersonal communication. ANS: F PTS: 1 DIF: Fact REF: p. 9 OBJ: 1-3 NAT: AACSB Communication: Theory|AACSB Communication: Interpersonal 9. Upward communication from lower organizational levels to management involves risk since it is generally feedback to downward communication. ANS: T PTS: 1 DIF: Application REF: p. 8 OBJ: 1-3 NAT: AACSB Communication: Theory 10. In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels. ANS: T PTS: 1 DIF: Fact REF: p. 6 OBJ: 1-3 NAT: AACSB Communication: Theory 11. Stakeholders are those affected by decisions and can include people inside and outside the organization. ANS: T PTS: 1 DIF: Fact REF: p. 10 OBJ: 1-4 NAT: AACSB Ethics 12. While all actions that are ethical are legal, some actions that are legal may not be ethical. ANS: F PTS: 1 DIF: Application REF: p. 12 OBJ: 1-4 NAT: AACSB Ethics|AACSB Critical Thinking 13. A limitation of language translation is that some words do not have an equivalent meaning in another language. ANS: T PTS: 1 DIF: Fact REF: p. 15 OBJ: 1-4 NAT: AACSB Diversity 14. Though people around the world speak different languages, nonverbal communication, such as gestures and facial expressions, generally has the same meanings to all cultures. ANS: F PTS: 1 DIF: Fact REF: p. 15 OBJ: 1-4 NAT: AACSB Diversity 15. An ethnocentrist is a person who refuses to develop sensitivity to other cultures. ANS: T PTS: 1 DIF: Application REF: p. 14 OBJ: 1-4 NAT: AACSB Diversity 16. Email is generally a more time efficient communication channel than the phone. ANS: T PTS: 1 DIF: Application REF: p. 16 OBJ: 1-4 NAT: AACSB Technology 17. Synergy occurs when the energy of a group is diverted to nonproductive tasks. ANS: F PTS: 1 DIF: Fact REF: p. 17 OBJ: 1-4 NAT: AACSB Teams 18. In successful teams, leadership is likely to be shared, which requires more direct and effective communication within the organization. ANS: T PTS: 1 DIF: Fact REF: p. 17 OBJ: 1-4 NAT: AACSB Teams 19. While every team is a group, not every group is a team. ANS: T PTS: 1 DIF: Application REF: p. 17

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