6. Chapter summary Read each scenario and answer the questions that follow. Bren

Question

6. Chapter summary

Read each scenario and answer the questions that follow.

Brent and Ryan work for a large health care company. Brent works in the Research and Development Department, and Ryan works in the Marketing Department. They recently attended a trade show to promote the company’s latest product. During the show Brent tested the product, and Ryan collected feedback from potential customers.

The CEO asked Brent to prepare a brief report highlighting the value of the trip. Brent wrote a summary of the data he gathered from testing the product, and he emailed Ryan to inquire how many surveys he was able to complete at the trade show. The following week, Brent’s supervisor asked when the report would be complete. Brent indicated the report was complete except for one piece of information he was waiting on from Ryan in Marketing. Brent decided to follow up with Ryan by calling him. Ryan didn’t answer his phone so Brent left a voicemail. Two days later, Brent got into the elevator with the CEO who also inquired about the report. Brent said, “It’s almost complete. You should have it by the end of the day.”

In the preceding scenario, which person was not a message sender?

Brent’s supervisor

The CEO

Ryan

Brent

The CEO’s request to Brent is an example of   communication.

Why did Brent choose email to send his initial request to Ryan?

Email is an appropriate channel for incorporating several forms of media.

Email is an appropriate channel for sending formal and official requests.

Email is an appropriate channel for messages that require simple replies.

Email is always an appropriate channel for collaborating with coworkers online.

Lindsey is the assistant brand manager for a local chain of frozen yogurt shops. She has been in the position for two months. Currently, Lindsey has been assigned to prepare promotional messages for the upcoming baseball spring training season. As she reviews the shops’ sales data from spring training last year, Lindsey notices that sales to locals with “frequent dipper” punch cards dropped during the spring training months of February and March. This year, Lindsey wants to make certain that local customer sales don’t fall off during spring training.

The yogurt shops have a Facebook presence and have acquired quite a following in the local college community. Lindsey would like to target this population with online promotions and social media marketing to bring in customers at off-peak hours during spring training.

To date, the yogurt shop has never used any social media marketing, and Lindsey knows she will have to gain approval through the appropriate channels before developing her campaign. Fortunately, she has several months to plan and plenty of time to work the system to gain approval.

After Lindsey gains approval from her supervisor and other necessary company executives, she begins to develop her campaign. She soon realizes that she requires additional information about customer traffic from each of the seven shop locations. Lindsey has met each manager at least once and is in direct communication with most managers each week. Lindsey decides to contact each store manager to gather additional information about customer buying habits. She has four questions she needs answered.

When Lindsey contacts the seven store managers to gather information, what communication channel would be most appropriate and why?

Phone call, because the managers are busy and don’t have much time to respond.

Face-to-face meeting, because she will have better results with managers she doesn’t know.

Email, because this is a routine request that doesn’t require immediate action.

Jason is a member of a cross-functional committee that is exploring educational technologies that may be useful in training and development efforts. The committee elected Jason to attend a weeklong course on training technologies. Jason wants to share his notes and thoughts from the course along with the electronic materials.

What communication barriers are likely to affect the message Jason delivers to the committee? Check all that apply.

Language

Different perceptions

Jargon

Helen’s colleague regularly takes credit for work that others in the department have completed. Everyone in the department thinks the supervisor is aware of the problem, but he does nothing to change the situation. Helen is tired of her colleague’s actions and decides to post unfavorable comments about her colleague and the department on her Facebook page. The colleague starts sending Helen threatening email.

If Helen’s colleague had applied an ethical framework for decision making, what is the first question he should have considered?

Does this decision comply with company values?

Who will be affected by my decision?

Is the action legal?

Candice just started a new job. She noticed that her coworkers and her supervisor check Facebook while they are at work. Candice specifically remembers meeting with a human resources representative and signing an agreement to adhere to a company policy that prohibits the use of Facebook during work hours. Candice wants to fit in with her new coworkers and decides to check Facebook at work.

Whose actions could have unfortunate ramifications? Select the best answer.

The human resources representative

Candice

The company CEO

Explanation / Answer

Q1) Ryan was not a message sender in the scenario.

Supervisor, CEO and Brent have sent messages from their end. It is only Ryan who didn't send any message.

Q2) Brent choose Email to send his initial request to Ryan as -

The Email is an appropriate channel for sending formal and official requests.

Q3) When Lindsey contacts the seven store managers to gather information, the communication channel that would be most appropriate is Face-to-face meeting, because she will have better results with managers she doesn’t know

Q4) The communication barriers that are likely to affect the message Jason delivers to the committee include

Different perceptions - As the team is crossfunctional, there bound to be different perceptions.

Jargon - As Jason has learnt new concepts and lessons from the training program, he might have got used to jargons thus making it difficult for others to understand.

Q5) i) The first question Helen's colleague would have considered is why did Helen didn't reach out to him internally if she has issue with him.

ii) The decision doesn't comply with company values as it is an internal issue at personal level that would have been resolved within the team or firm.

iii) The firm and its employees would be affected by the decision.

iv) The action is not legal considering it is a threatening action to Helen's comments on social platform.

Q6) Candice's actions could have unfortunate ramifications as she has decided to go against the company's policy of not using Facebook at work.

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