Business
Communication
16th Edition By
Carol Lehman
(Test Bank, All
Chapters
100% Original
Verified, A+ Grade)
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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
OBJ: 1-1
PTS: 1
DIF: Fact
REF: p. 4
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
OBJ: 1-1
PTS: 1
DIF: Fact
REF: p. 4
NAT: AACSB Communication: Interpersonal
3. Three basic purpose of communication are to feel, sense, and influence.
ANS: F
OBJ: 1-1
PTS: 1
DIF: Fact
REF: p. 4
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
OBJ: 1-2
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 5-7
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
OBJ: 1-2
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 5-7
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
OBJ: 1-2
PTS: 1
DIF: Application REF: p. 5-9
NAT: AACSB Communication: Theory|AACSB Critical Thinking
7. Barriers, or interferences, to communication can be completely overcome by skilled communicators.
ANS: F
OBJ: 1-2
PTS: 1
DIF: Application REF: p. 7-8
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
OBJ: 1-3
PTS: 1
DIF: Fact
REF: p. 14-15
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. 13
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OBJ: 1-3
NAT: AACSB Communication: Theory
10. Open, honest communication is the single most important factor in successfully creating a Total
Quality Management (TQM) environment.
ANS: T
OBJ: 1-3
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 14
11. In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels.
ANS: T
OBJ: 1-3
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 10
12. Stakeholders are those affected by decisions and can include people inside and outside the
organization.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Ethics
REF: p. 17
13. While all actions that are ethical are legal, some actions that are legal may not be ethical.
ANS: F
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 20-22
NAT: AACSB Ethics|AACSB Critical Thinking
14. A limitation of language translation is that some words do not have an equivalent meaning in another
language.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 26
15. 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
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 26
16. An ethnocentrist is a person who refuses to develop sensitivity to other cultures.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Diversity
REF: p. 25
17. Email is generally a more time efficient communication channel than the phone.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Technology
REF: p. 30
18. A benefit of videoconferencing is that it restores the nonverbal elements of interpersonal
communication that are lost over the telephone.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Fact
REF: p. 30
NAT: AACSB Technology|AACSB Communication: Interpersonal
19. The passage of recent federal legislation has assured that privacy will not be threatened by technology
advancements.
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ANS: F
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 32
NAT: AACSB Technology|AACSB Ethics
20. Synergy occurs when the energy of a group is diverted to nonproductive tasks.
ANS: F
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Teams
REF: p. 33-34
21. In successful teams, leadership is likely to be shared, which requires more direct and effective
communication within the organization.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Teams
REF: p. 34
22. While every team is a group, not every group is a team.
ANS: T
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 34
NAT: AACSB Teams|AACSB Critical Thinking
23. When ABC Company makes a legal decision that complies with contractual agreements, one can
accurately assume that it is an ethical decision because it is legal.
ANS: F
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 20-22
24. Rather than using a single strategy, spokespersons at the Centers for Disease Control have found a
blend of strategies to be most effective in providing information to the public.
ANS: T
OBJ: 1-Showcase
PTS: 1
DIF: Application
NAT: AACSB Communication: Strategy
REF: p. 3
25. Employees should set aside their own personal value systems when making ethical decisions for their
companies.
ANS: F
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 16-18
MULTIPLE CHOICE
1. Differences in education level, experience, and culture or distractions such as noise, uncomfortable
room temperature, and interruptions are examples of
a. feedback.
b. interference.
c. interception.
d. decoding.
ANS: B
OBJ: 1-2
PTS: 1
DIF: Fact
REF: p. 7-8
NAT: AACSB Communication: Theory|AACSB Diversity
2. Sharon, an executive traveling on an international assignment, is preparing instructions to email to her
staff during the trip. Carol is in the act of
a. giving feedback.
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b. interfering.
c. encoding.
d. decoding.
ANS: C
OBJ: 1-2
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 5-6
3. Javon explains a new policy to his staff which prohibits the use of office computers for personal email.
Several of the employees frown at the news and one staff member makes a sarcastic remark. Steve’s
staff is
a. giving feedback.
b. interfering.
c. decoding.
d. encoding.
ANS: A
OBJ: 1-2
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 7
4. Jeff receives an email from his boss, Sharon, who is on an international trip. As Jeff interprets the
instructions from the email, he is in the act of
a. giving feedback.
b. interfering.
c. encoding.
d. decoding.
ANS: D
OBJ: 1-2
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 7
5. A supervisor notices than an employee has been late to work for three days this week. What is the
BEST way for the supervisor do to foster open communication?
a. Call the employee to ask him or her about the lateness.
b. Write the employee a disciplinary memorandum about the lateness.
c. Meet with the employee face-to-face to discuss the lateness.
d. Send the employee an email message about his or her lateness.
ANS: C
OBJ: 1-2
PTS: 1
DIF: Application REF: p. 6
NAT: AACSB Communication: Interpersonal
6. A manager is faced with having to lay off some of his staff due to financial losses that the company
has suffered. Which of the following channels of communication would be the LEAST effective
method for sharing the news with employees, given the sensitive nature of the message?
a. A face-to-face meeting with each employee
b. A well-written, empathetic letter to each affected employee
c. A telephone call to each affected employee
d. Electronic mail to all affected employees
ANS: D
OBJ: 1-2
PTS: 1
DIF: Application REF: p. 6
NAT: AACSB Communication: Interpersonal
7. Intrapersonal communication occurs when
a. two people are involved in the process.
b. teamwork dynamics contribute to the feedback.
c. individuals from two different organizations communicate effectively.
d. an individual processes information individually.
ANS: D
PTS: 1
DIF: Fact
REF: p. 14-15
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OBJ: 1-3
NAT: AACSB Communication: Interpersonal
8. Chantell is the manager of the claims department for a large insurance company. She has a one-hour
meeting with her staff to explain the new claim form which the company will use next month. This is
an example of which type of organizational communication?
a. upward
b. downward
c. horizontal
d. grapevine
ANS: B
OBJ: 1-3
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 11-12
9. An organizational chart is a graphic representation of ____
a. informal communication channels within the organization.
b. both informal and formal communication channels within the organization.
c. formal communication channels within the organization.
d. external communication channels utilized by the organization.
ANS: C
OBJ: 1-3
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 8-9
10. The grapevine in an organization
a. is typically no more or less accurate than other channels.
b. serves no necessary purpose; thus, managers should work to eliminate it.
c. passes a message in single file from person to person until it finally reaches the end of the
line.
d. has a single, consistent source.
ANS: A
OBJ: 1-3
PTS: 1
DIF: Application
NAT: AACSB Communication: Strategy
REF: p. 10-11
11. The ____ communication channel is created by management to control individual and group behavior
and to achieve the organization’s goals.
a. informal
b. formal
c. email
d. oral
ANS: B
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 9
12. In downward communication management attempts to ____ activities within an organization while
with horizontal communication management hopes to ____ them.
a. control; coordinate
b. coordinate; contain
c. coordinate; control
d. conduct; control
ANS: A
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 11-14
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13. A supervisor on the night shift at a manufacturing plant is told to dump chemicals used in the refining
process rather than dispose of them properly according to safety regulations. The owner of the
company insists that the chemicals are not harmful to the environment, but the supervisor knows that
the dumping is illegal. The supervisor believes that he will lose his job if he reports the problem to
authorities at the Environmental Protection Agency. This is an example of which potential cause of
unethical behavior?
a. obsession with personal advancement.
b. excessive emphasis on profits.
c. uncertainty about whether an act is wrong.
d. Unwilling to stand for what is right.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 19-20
14. Many leading figures in recent corporate scandals were never convicted of a crime. Which of the
following best describes their behavior:
a. Behavior that is illegal and unethical
b. Behavior that is illegal, yet ethical
c. Behavior that is legal, yet unethical
d. Behavior that is both legal and ethical
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 17-20
15. Which of the following is FALSE concerning instant messaging (IM) in official corporate
communication?
a. Many U.S. firms use IM as a tool for business communication.
b. In some organizations, IM is used to complement or replace email and voice mail.
c. A varying number of people can log on to a chatroom and exchange ideas that other
participants can see.
d. Instant messaging overcomes the time barrier for geographically dispersed groups.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 30-31
NAT: AACSB Technology|AACSB Communication: Strategy
16. Which of the following are NOT barriers to intercultural communication?
a. Ethnocentrism, stereotypes, and translation limitations
b. Chronemics, proxemics, and kinesics
c. Synergy, decentralized decision making, and cross functional teams
d. All of the above are barriers
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Diversity
REF: p. 25-27
17. The single most important aspect of successful teamwork is
a. shared leadership.
b. diversity of group members.
c. effective communication.
d. problem solving and consensus.
ANS: C
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Teams
REF: p. 34
18. Two or three employees working on a report at the same time using an electronic whiteboard would be
an example of the use of ____ software.
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a.
b.
c.
d.
graphics
presentation
collaborative
desktop publishing
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 29-30
NAT: AACSB Technology|AACSB Teams
19. Which of the following guidelines about overcoming intercultural barriers is NOT appropriate?
a. One should study and learn about a person’s culture.
b. The person should seek help from a trusted friend who understands the other person’s
culture.
c. One should be patient and tolerant of ambiguity.
d. One should help the other person overcome his or her cultural barriers by conforming to
the new culture.
ANS: D
PTS: 1
DIF: Application
OBJ: 1-4 | 1-Strategic Force: Viva la Difference
REF: p. 28
NAT: AACSB Diversity
20. Data integrity refers to which of the following advantages of databases?
a. The ability to organize large amounts of data
b. The assurance that data will be accurate and complete
c. The assurance that the data are secure because access to a database is controlled through
several built-in data security features
d. The assurance that data can be transmitted quickly and efficiently over long distances
ANS: B
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Technology
REF: p. 27
21. The United States is comprised largely of immigrants, some of whom work to retain their traditional
customs and language while still sharing in the common culture. Which of the following terms best fits
the above description?
a. Melting pot
b. Internationalization
c. Mosaic
d. Globalization
ANS: C
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 23-24
22. Which of the following statements about culture is true?
a. Culture is inborn from the moment of birth.
b. Components of culture such as value of the individual, value placed on materialism, work
ethic, etc. are distinct, unrelated elements.
c. Stereotyping allows one to form accurate mental pictures of the main characteristics of
another group.
d. None of the above statements are true.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 26-27
23. Which of the following is true of personal space requirements?
a. The study of space requirements is known as chronemics.
b. In the United States culture, very little personal space is expected or required as compared
to other cultures of the world.
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c. Space operates as a language, just as time does.
d. All of the above statements are true.
ANS: C
OBJ: 1-4
PTS: 1
DIF: Fact
REF: p. 26
NAT: AACSB Diversity|AACSB Communication: Interpersonal
24. Which of the following statements about language translation is FALSE?
a. A translator must work with thoughts in two languages.
b. Words in one language may not have equivalent meanings in some other languages.
c. Cultural barriers can affect the accuracy of language translation.
d. People generally resent the simple efforts of a person of another culture to learn a few
common phrases in the new language.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Fact
REF: p. 26-27
NAT: AACSB Diversity|AACSB Communication: Interpersonal
25. Which of the following is FALSE concerning the diverse workplace?
a. The increased number of women in the workplace has decreased the incidence of sexual
harassment charges.
b. Age diversity can lead to misunderstandings due to various differences in perceptions,
values, and communication styles of the generations.
c. People from different backgrounds invariably bring different values, attitudes, and
perceptions to the workplace.
d. Several generations will be required for us to learn to deal effectively with an ethnically
diverse workforce.
ANS: A
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Diversity
REF: p. 24
26. Which of the following best describes the common attitude that those from the U.S, Canada, and
northern Europe have about the concept of time?
a. Time is money.
b. The early bird gets the worm.
c. Time is like air.
d. Important things take more time than unimportant things.
ANS: A
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 26
27. In confronting the international problems caused by lack of language training, the MOST useful advice
for North Americans is to
a. be glad that English is used so widely for business transactions and not be overly
concerned with the need for knowing other languages.
b. try to acquire second language skills if possible, or at least learn a few words in the
language of your audience.
c. expect business representatives of other countries to know English.
d. always travel with an interpreter.
ANS: B
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 26-27
NAT: AACSB Diversity|AACSB Critical Thinking
28. You are faced with a work-related ethical dilemma. In deciding what action to take, you would:
a. Check the company code of ethics to see if the action is prohibited.
b. Check legal implications and the company code of ethics, and then decide if the action is
personally ethical.
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c. Check with colleagues to see if they would take the action.
d. Check the legal implications and feel free to take the action if it is not illegal.
ANS: B
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 20-22
29. Ramona wants a colleague in another building to read the final revision of the report they wrote
collaboratively. She then wants it distributed throughout the plant to seven managers for their
comments prior to its presentation in two days. What is the most efficient media to accomplish these
two tasks?
a. Fax machine
b. Memorandums
c. email
d. Teleconferencing
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 30
NAT: AACSB Technology|AACSB Communication: Strategy
30. Which of the following statements is FALSE concerning privacy?
a. Most Americans feel they have less privacy today than ever.
b. Technology has made protection of copyright easier.
c. Electronic technology makes the sharing of information globally easier and at times
without the consent of the information’s owner.
d. A recent Harris poll revealed that over half of the people believe that technology must be
controlled to preserve privacy.
ANS: B
PTS: 1
DIF: Application
OBJ: 1-4|1-Strategic Force|1-Is Anything Private?
NAT: AACSB Technology|AACSB Ethics
REF: p. 31-32
31. Which of the following is FALSE concerning teams?
a. A group must go through a developmental process to begin functioning as a team.
b. Team members need training in problem solving, goal setting, and conflict resolution.
c. The self-directed work team can become the basic organizational building block to help
assure success in dynamic global competition.
d. Skills for successful participating in team environments are the same as those for success
in traditional organizations.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Teams
REF: p. 33-35
32. Which of the following is typically true of work teams?
a. Although the concept of work teams has been widely used in the U.S. for some time, it has
not gained significant support in other countries.
b. Work teams occasionally experience a drain on their collaborative energy; this drain is
referred to as synergy.
c. Employees in a self-directed work team handle a wide array of functions and work with a
minimum of direct supervision.
d. Work team members typically set their own goals without management input and plan
how to work to achieve those goals.
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Teams
REF: p. 33-34
33. Communication in successful work teams
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a.
b.
c.
d.
is the same as the process of communication in traditional organizations.
is affected primarily by trust building and shared leadership.
places reduced emphasis on listening, problem solving, and conflict resolution.
replaces vertical information flow with horizontal flow.
ANS: B
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 34
NAT: AACSB Teams|AACSB Communication: Theory
34. In a distributed leadership team environment, the role of the leader is BEST described as
a. the leader remaining in the position until the team is dissolved.
b. any member of the team becoming the leader at various times.
c. a non-existent role.
d. the leader being dictatorial when needed.
ANS: B
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Teams
REF: p. 36
35. As one of 11 federal agencies under the Department of Health and Human Services, the CDC must
coordinate its efforts to protect citizens from epidemics with the CIA, the FBI, and the Department of
Homeland Security. Communication with these other agencies is an example of
a. upward communication.
b. downward communication.
c. vertical communication.
d. horizontal communication.
ANS: D
OBJ: 1-Showcase
PTS: 1
DIF: Application
NAT: AACSB Communication: Theory
REF: p. 3|p. 36
36. Which of the following issues would likely NOT be communicated to the public by the Centers for
Disease Control?
a. threat of bioterrorism
b. information on deadly disease agents
c. public health threats
d. Homeland Security defense strategies
ANS: D
OBJ: 1-Showcase
PTS: 1
DIF: Application
NAT: AACSB Communication: Strategy
REF: p. 3|p. 36
37. Organizations that have shifted towards team structure typically believe that the team process will
result in
a. rewards based on team performance alone.
b. rewards based on individual effort and team performance.
c. increased mediocrity.
d. reduction in personal effort.
ANS: B
PTS: 1
OBJ: 1-Case Analysis
DIF: Application REF: p. 41
NAT: AACSB Teams
38. Which of the following would NOT be a goal of a diversity initiative program?
a. Increase cultural awareness
b. Increase appreciation for cultural differences
c. Build rapport by finding areas of commonality
d. Improve communication by minimizing cultural factors
ANS: D
PTS: 1
DIF: Application
OBJ: 1-Strategic Force: Viva la Difference
REF: p. 24|p. 28
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NAT: AACSB Diversity|AACSB Communication: Strategy
39. A strategic force affecting communication is
a. an influence that occasionally affects the communication environment.
b. a set of conditions that simplifies the communication process.
c. a challenge that can be overcome by skilled communicators.
d. an impact that influences the communication process and helps to determine and define
the nature of the communication that occurs.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Communication: Strategy
REF: p. 14-16
40. Which of the following is NOT an advantage of email?
a. Avoid playing "telephone tag."
b. Reduce expenses related to sending messages to multiple recipients.
c. Achieve quick message delivery.
d. Replace the need for personal conversation.
ANS: D
OBJ: 1-4
PTS: 1
DIF: Application REF: p. 30
NAT: AACSB Technology|AACSB Communication: Interpersonal
41. The purpose of a diversity initiative is to
a. help employees learn to ignore cultural factors on the job.
b. eliminate a sense of humor when dealing with cultural mistakes.
c. learn to view others as individuals rather than members of stereotypical groups.
d. accomplish all of the above.
ANS: C
PTS: 1
DIF: Application
OBJ: 1-4| 1-Strategic Force: Viva la Difference
REF: p. 24|p. 28
NAT: AACSB Diversity
42. Managers at XYZ Manufacturing Company believe that "the ends justify the means" and defend
certain unethical acts because they are in the best financial interest of the company. This action BEST
typifies which potential cause of unethical behavior?
a. Expectation of not getting caught
b. Uncertainty about whether an act is wrong
c. Excessive emphasis on profits
d. Unwillingness to take a stand for what is right
ANS: C
OBJ: 1-4
PTS: 1
DIF: Application
NAT: AACSB Ethics
REF: p. 19-20
43. Which of the following is FALSE concerning stereotyping?
a. Stereotyping interferes with the observer being able to understand the other person.
b. Stereotyping is reinforced when the observer sees a behavior that conforms to the
stereotype.
c. Stereotyping aids in communication by categorizing cultures into distinct groups that have
similarities.
d. Stereotyping can occur concerning any group of people.
ANS: C
OBJ: 1-4
PTS: 1
DIF: Fact
NAT: AACSB Diversity
REF: p. 25-26
SHORT ANSWER
1. Explain the steps in the communication process and why challenges can occur.
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ANS:
Five steps are involved in the process:
1. The sender encodes a message.
2. The sender selects an appropriate channel and transmits the message.
3. The receiver decodes the message.
4. The receiver encodes a message (feedback) to clarify any part of the message not
understood.
5. The sender and receiver remove or minimize interferences (barriers) that hinder the
communication process.
Breakdowns can occur at any stage of the process as limitations of the sender, receiver, or both cause
incomplete or faulty communication to occur. Barriers or interferences can also cause breakdowns.
PTS: 1
DIF: Fact
NAT: AACSB Communication: Theory
REF: p. 5-8
OBJ: 1-2
2. Explain the challenges involved for both the sender and the receiver in the communication process.
ANS:
People communicate to inform, persuade, or to entertain using a common system of symbols, signs,
and behavior. The sender selects and organizes a message in such a way that the message received is
as close as possible to the message sent. Knowing the receiver’s educational level, culture, and
experiences come into play when transmitting a message. The receiver is then involved in listening
carefully, without distractions, to interpret the message so that it has meaning to him or her. Both the
sender and the receiver have equal responsibility to be effective in encoding and decoding the
message.
PTS: 1
DIF: Application REF: p. 5-8
OBJ: 1-2
NAT: AACSB Communication: Theory|AACSB Critical Thinking
3. List six barriers to intercultural communication and provide an example of each barrier.
ANS:
Six barriers to intercultural communication are:
• Stereotypes: North Americans are sometimes viewed as overly friendly, blunt, and
childlike.
• Interpretation of time: Many Latin Americans believe that important things take more
time than unimportant things.
• Personal space requirements: Arab business people stand very close to each other
compared to U.S. business people.
• Body language: The symbol for "okay" in the U.S. means "zero" in France and a
vulgarity in Brazil.
• Translation limitations: The Japanese concept of "indebtedness" has no direct English
equivalent.
• Lack of language training: Many non-Hispanics do not speak Spanish in areas of the U.S.
with a high Hispanic population.
PTS: 1
DIF: Application REF: p. 25-27
OBJ: 1-4
NAT: AACSB Diversity|AACSB Communication: Interpersonal Communication
4. Discuss the major strengths of teams.
ANS:
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Teams make workers happier by empowering them to shape their own jobs. Teams increase efficiency
by eliminating layers of management, opening lines of communication and increasing interaction
between employees and management. Teams enable a company to draw on the skills and imagination
of the whole work force. Teams provide a level of expertise that is unavailable on the individual level.
Teams help companies deliver higher-quality products or services at faster speeds and lower costs.
PTS: 1
DIF: Application REF: p. 33-34
NAT: AACSB Teams|AACSB Critical Thinking
OBJ: 1-4
5. Email and instant messaging are common ways to communicate informally in an organization. How
could cultural differences influence the effectiveness of electronic channels? In what ways could
management help employees avoid potential communication problems?
ANS:
Email and instant messaging frequently uses an informal language and "tone" that would be similar to
a conversation. Although the message is verbal, the nonverbal message is missing. The encoder may
intend the message to be humorous, but the decoder may interpret it as sarcastic. This problem of
interpretation is a possibility regardless of cultural differences. When factors of cultural are added to
the communication picture, possibilities of misunderstandings increase with these electronic channels.
Idioms, regional references, slang, and soon may be misinterpreted by those who are not from the
same culture. An organization can help employees reduce cultural misunderstandings by training
employees in the appropriate use of language for business email and instant messaging.
PTS: 1
DIF: Application REF: p. 22-30
OBJ: 1-4
NAT: AACSB Diversity|AACSB Technology|AACSB Critical Thinking
6. Illustrate and explain four ethical dimensions of business behavior; give two examples of behaviors
that fit each dimension.
ANS:
Dimension 1 Behavior that is illegal and unethical
Dimension 2 Behavior that is illegal, yet ethical
Dimension 3 Behavior that is legal, yet unethical
Dimension 4 Behavior that is both legal and ethical
Student views as to what is ethical will vary. Examples can include situations similar to the following:
Dimension 1
An employee stealing merchandise from the company he works for.
An employee altering accounting records to hide money stolen from a
business.
Dimension 2 A physician accepting a $100 gift from a pharmaceutical representative.
A manager telling an employee not to buy a new house when the company has
not yet made public that a layoff is coming.
Dimension 3
A person in a management position having an affair with a subordinate.
An employer reading personal email generated by an employee.
Dimension 4
An employer firing an employee who is failing to do his/her job.
A manager who gives a pay raise to her most productive workers.
PTS: 1
DIF: Application REF: p. 20-22
NAT: AACSB Ethics|AACSB Critical Thinking
OBJ: 1-4
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CASE
1. Ethical Dilemma in Publishing
Laurence heads the advertising department for a chain of local weekly newspapers. His friend, who
writes news, shared an upcoming news story to be printed in the next edition. The story discloses that a
local quick oil change firm has been cited for illegally dumping used oil and that customers have
alleged that they paid for oil changes that were not made. As a major advertising client, the oil change
firm is placing a full-page ad that mentions its environmentally safe handling methods and trustworthy
service. Answering the six questions in the Pagano Model, help Laurence decide what action, if any,
he should take.
ANS:
The Pagano Model includes the following questions for determining legal/ethical response:
1. Is the proposed action legal? Laurence knows there is a conflict in what the reporter has
written and what the client claims. Laurence should encourage his reporter friend to
check that sources were reliable and make the publisher aware of the conflict.
2. What are the benefits and costs to the people involved? The client’s reputations would
be harmed if the illegal actions are reported. The public deserves to know the truth. The
paper would lose the revenue from the client if the ad is not accepted.
3. Would you want the action to be a universal standard? If other parties accepted gain
from enterprises they knew operated unethically, there would be no purpose in behaving
ethically. Businesses would be encouraged to do what is wrong.
4. Does the action pass the light-of-day test? Readers would view the contradiction in
reporting and published ads as a mixed message about the importance of ethical
behavior.
5. Does the action pass the Golden Rule test? Most people would not want to be
misguided about the social responsibility of an unethical firm.
6. Does the action pass the ventilation test? A friend would likely say that the desire to
earn money from the sale of the ad should not overrule the need to report fairly.
PTS: 1
DIF: Application REF: p. 21-22
NAT: AACSB Ethics|AACSB Critical Thinking
OBJ: 1-4
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