Chapter 10 Review Questions Kirandeep Kaur

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Vancouver Community College *

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BUS500

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Management

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Jan 9, 2024

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docx

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1. How common is incivility in the workplace? What might be its costs? (Obj. 1) Workplace incivility is prevalent and carries substantial costs for individuals and organizations. Studies consistently highlight a significant percentage of employees experiencing disrespectful behavior. The ramifications include reduced morale, decreased productivity, increased turnover, negative impacts on mental health, damaged relationships, reputational harm, and potential legal consequences. Addressing incivility necessitates proactive measures such as clear policies, training programs, and a commitment to fostering a positive and respectful workplace culture. 2. Define the five traits and skills listed in the chapter that demonstrate professionalism. (Obj. 1) Professionalism is characterized by five key traits and skills. Firstly, reliability involves consistently meeting deadlines and fulfilling commitments, fostering trust. Effective communication, both written and verbal, is crucial for clear and articulate interactions. Upholding ethical behavior, including honesty and transparency, is foundational to professionalism. Adaptability, the ability to navigate change, and collaboration, working effectively with others, are also integral traits. These qualities collectively contribute to a professional demeanor, enhancing success and positive working relationships in various professional settings. 3. Explain the advantages of face-to-face conversation over other communication channels. (Obj. 2) Face-to-face communication holds advantages over other channels due to the inclusion of non-verbal cues, immediate feedback, and the ability to build trust and rapport. It is particularly effective for complex problem-solving, reducing misunderstandings. In-person interactions foster social connection and provide valuable cultural context. However, the choice of communication channels should consider the context and message nature for optimal effectiveness. 4. Why is voice an important communication tool, and how can businesspeople use it effectively? (Obj. Voice is a vital communication tool in business due to its ability to convey emotions, build rapport, and facilitate efficient understanding. Unlike written communication, it allows for the expression of nuances, fostering trust and human connections. Effective use of voice enhances clarity, speeds up

communication, and is particularly valuable in negotiation and persuasion. Businesspeople can leverage their voice to personalize interactions, provide immediate feedback, and promote collaboration. To use voice effectively, individuals should practice active listening, adapt their tone appropriately, and embrace communication technologies. Mastering the art of voice communication contributes to stronger relationships and overall success in the professional realm. 5. How can you ensure that your telephone calls on the job are productive? Provide at least six suggestions. (Obj. 3) To ensure productive telephone calls at work, start by setting clear objectives for each conversation and preparing relevant information in advance. Choose appropriate timing to minimize interruptions and ensure both parties are focused. Practice concise and direct communication to save time and prevent misunderstandings. Actively listen to the other party, and conclude calls by summarizing key points and establishing follow-up actions. Additionally, leverage technology efficiently, using features like screen sharing when necessary. Implementing these strategies enhances communication effectiveness, leading to more successful outcomes in professional phone interactions. 6. List at least five tips for receiving telephone calls professionally. (Obj. 3) To receive telephone calls professionally, start with a prompt and polite greeting, introducing yourself and your organization clearly. Practice active listening, asking clarifying questions to understand the caller's needs. Maintain a professional tone and language throughout the call, adapting to the nature of the conversation. Be proactive in offering assistance and solutions, and assure the caller of follow-up if needed. Implementing these tips ensures a positive and professional telephone interaction, leaving a favorable impression on callers. 7. What are some of the reasons for the popularity of workplace teams? List at least five. (Obj. 4) Workplace teams are popular for several reasons contributing to organizational success. Firstly, teams enhance innovation and creativity by bringing together diverse perspectives. Secondly, they boost productivity through efficient task distribution and leveraging individual strengths. Thirdly, teams improve decision- making by facilitating informed discussions and minimizing individual biases. Additionally, participation in teams enhances employee engagement and satisfaction, fostering a sense of belonging and connection to organizational goals. Lastly, teams

provide adaptability and flexibility in responding to challenges, ensuring organizations can navigate dynamic work environments effectively. 8. What is the best approach to address conflict in meetings? (Obj. 5) Effectively addressing conflict in meetings involves proactive measures and open communication. Create a positive meeting environment with clear expectations, encourage open dialogue, and address conflicts promptly to prevent escalation. Maintain neutrality and objectivity, emphasizing specific issues rather than personal accusations. Use effective communication techniques such as "I" statements and seek common ground among conflicting parties. In more severe cases, consider mediation or facilitation. Conclude discussions with a follow-up plan, outlining action items and commitments. Treat conflicts as opportunities for learning and continuous improvement, fostering a healthier and more productive team dynamic. 9. What techniques can make virtual meetings as effective as face-to- face meetings? (Obj. 5) To make virtual meetings as effective as face-to-face ones, employ video conferencing for a visual connection, establish clear objectives with shared agendas, and encourage active participation through interactive features. Utilize collaborative tools for document editing and virtual whiteboarding, manage time efficiently, and establish clear meeting etiquette. Encourage camera use to enhance a sense of presence and provide training and technical support for smooth interactions. Summarize key points and follow up promptly with meeting notes and relevant documents. Incorporate informal discussions or team-building activities to foster team cohesion and a positive virtual work environment.

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Chapter 10 Review Questions Kirandeep Kaur

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