Essentials of Business Communication CDN Guffey SM
j j j j j j j
Additional Activities and Cases New Edition 2025/2026
j j j j j j
1.4 Listening:jAnjIn-PersonjorjVirtualjSocialjMediajInterviewj(Obj.j2)
Howjmuchjandjtojwhomjdojbusinesspeoplejlisten?
YourjTask.
Interviewjajbusinesspersonjaboutjhisjorjherjworkplacejlistening.jConnectjwithjajworkerjinjyourjcirc
lejofjfriends,jfamily,jandjacquaintances;jinjyourjcampusjnetwork;jatjajpriorjorjcurrentjjob;jorjviajLin
kedInjorjFacebook.jComejupjwithjquestionsjtojaskjaboutjlistening,jsuchjasjthejfollowing:
(a)jHowjmuchjactivejlisteningjdojyoujpractisejdaily?j(b)jTojwhomjdojyoujlistenjonjthejjob?j(c)jHowj
dojyoujknowjthatjothersjarejorjarejnotjlisteningjtojyou?j(d)jCanjyoujsharejanecdotesjofjpoorjlistenin
gjthatjledjtojnegativejoutcomes?j(e)jDojyoujhavejtipsjforjbetterjlistening?
ANS:
Thejanswersjwilljvary.jStudentsjcouldjbrainstormjandjdiscussjtheirjinterviewjquestionsjinjclassjorjpr
eparejquestionsjatjhome.jThenjtheyjcouldjapproachjtheirjintervieweesjinjperson,jbyjphone,jbyjemail
,jorjviajLinkedInjorjFacebook.jAjspecialjwordjofjcautionjwhenjcontactingjprofessionalsjonjLinkedI
n:jWarnjstudentsjnotjtojrelentlesslyjpursuejrandomjstrangers,jbutjtojworkjfromjwithinjtheirjownjesta
blishedjLinkedInjcirclejofjprofessionaljacquaintancesjorjtheirjacquaintances’jcontacts.jThisjassign
mentjcouldjbejdonejorallyjorjinjwritingj(email,jmemo)jindividually,jinjsmalljgroups,jorjinjclass.jThej
taskjcouldjbejexpandedjtojajgroupjoraljpresentationjorjwrittenjreport.
1.5 ListeningjandjNonverbaljCues:jSkillsjRequiredjinjVariousjCareersj(Objs.j2,j3)
Dojthejlisteningjskillsjandjbehavioursjofjindividualsjdifferjdependingjonjtheirjcareers?
YourjTask.
Yourjinstructorjwilljdividejyoujintojteamsjandjgivejeachjteamjajrolejtojdiscuss,jsuchjasjbusinessjexec
utive,jteacher,jphysician,jpolicejofficer,jattorney,jaccountant,jadministrativejassistant,jmentor,jorjte
amjleader.jCreatejajlistjofjverbaljandjnonverbaljcuesjthatjajmemberjofjthisjprofessionjwouldjdisplayj
tojindicatejthatjhejorjshejisjlistening.
,ANS:
Studentjteamsjshouldjgeneratejlistsjofjlisteningjandjnonverbaljcuesjthatjincludejsomejofjthejfollo
wing:jgoodjeyejcontact,javoidingjbeingjdistractedjbyjothers,jnotjinterrupting,jtakingjnotes,jparaph
rasingjinstructions,jaskingjpertinentjquestionsjinjajnonthreateningjmanner,jleaning
forward,jandjshowingjempathyjandjcompassion.jCriticaljlisteningjinvolvesjjudgingjandjevaluatingj
whatjyoujarejhearing.jDiscriminativejlisteningjisjnecessaryjwhenjyoujmustjidentifyjmainjideasjandj
understandjanjargument.jTeamsjshouldjgeneratejdifferentjcuesjandjbehavioursjtojreflectjthesejfo
rmsjofjlisteningjinjrelationjtojthejprofessionaljrolesjtheyjarejanalyzing.
1.6 BodyjLanguagej(Obj.j3)
Canjbodyjlanguagejbejaccuratelyjinterpreted?
YourjTask.
Whatjattitudesjdojthejfollowingjbodyjmovementsjsuggestjtojyou?jDojthesejmovementsjalwaysjmea
njthejsamejthing?jWhatjpartjdoesjcontextjplayjinjyourjinterpretations?
a. Whistling,jwringingjhandsj Bowe
b. djposture,jtwiddlingjthumbs
c. Steepledjhands,jsprawlingjsittingjpositionjRub
d. bingjhandjthroughjhair
e. Openjhands,junbuttonedjcoatjWringin
f. gjhands,jtuggingjears
ANS:
a. Whistling,jwringingjhands Nervousnessjorjfear
b. Bowedjposture,jtwiddlingjthumbs Boredom
c. Steepledjhands,jsprawlingjsittingjposition Contemplationjorjrelaxation
d. Rubbingjhandjthroughjhair Frustrationjorjnervousness
e. Openjhands,junbuttonedjcoat Relaxation,jconfidence
f. Wringingjhands,jtuggingjears Distressjorjnervousness
1.7 NonverbaljCommunication:jUniversaljSignjforj“IjGoofed”j(Obj.j3)
Tojpromotejtranquilityjonjthejhighwaysjandjreducejroadjrage,jmotoristsjsubmittedjthejfollowingjsu
ggestions.jTheyjwerejsentjtojajnewspaperjcolumnistjwhojaskedjforjajuniversaljnonverbaljsignaljad
mittingjthatjajdriverjhadj“goofed.”
,YourjTask.
Injsmalljgroupsjconsiderjthejprosjandjconsjofjeachjofjthejfollowingjgesturesjintendedjasjanjapologyj
whenjajdriverjmakesjajmistake.jWhyjwouldjsomejfail?
a. Lowerjyourjheadjslightlyjandjbonkjyourselfjonjthejforeheadjwithjthejsidejofjyourjclosedjfist
.jThejmessagejisjclear:jI’mjstupid.jIjshouldn’tjhavejdonejthat.
b. Makejajtemplejwithjyourjhands,jasjifjyoujwerejpraying.
c. Movejthejindexjfingerjofjyourjrightjhandjbackjandjforthjacrossjyourjneck—
asjifjyoujwerejcuttingjyourjthroat.
d. Flashjthejwell-
knownjpeacejsign.jHoldjupjthejindexjandjmiddlejfingersjofjonejhand,jmakingjajV,jasjinj
victory.
e. Placejthejflatjofjyourjhandsjagainstjyourjcheeks,jasjchildrenjdojwhenjtheyjhavejmadejajmis
take.
f. Claspjyourjhandjoverjyourjmouth,jraisejyourjbrows,jandjshrugjyourjshoulders.
g. Usejyourjknucklesjtojknockjonjthejsidejofjyourjhead.jTranslation:jOops!jEngagejbrain.
h. Placejyourjrightjhandjhighjonjyourjchestjandjpatjajfewjtimes,jlikejajbasketballjplayerjwhojdro
psjajpassjorjajfootballjplayerjwhojmakesjajbadjthrow.jThisjsays,jI’lljtakejthejblame.
i. Placejyourjrightjfistjoverjthejmiddlejofjyourjchestjandjmovejitjinjajcircularjmotion.jThisjisju
niversaljsignjlanguagejforjI’mjsorry.
j. Openjyourjwindowjandjtapjthejtopjofjyourjcarjroofjwithjyourjhand.
k. Smilejandjraisejbothjarms,jpalmsjoutward,jwhichjisjajuniversaljgesturejforjsurrenderjorjfor
giveness.
l. Usejthejmilitaryjsalute,jwhichjisjsimplejandjshowsjrespect.
m. Flashjyourjbiggestjsmile,jpointjatjyourselfjwithjyourjrightjthumb,jandjmovejyourjheadjfro
mjleftjtojright,jasjifjtojsay,jIjcan’tjbelievejIjdidjthat.
ANS:
Thisjisjajgoodjexercisejforjteams.jSuggestjthatjteamjmembersjtakejturnsjdemonstratingjeachjofjthe
jnonverbaljmessagesjdescribedjhere.jTheyjshouldjthenjdiscussjhowjeffectivejeachjwouldjbe.jOfjco
urse,jsomejwouldjbejquitejdangerousjifjtheyjrequirejtakingjyourjhandsjoffjthejsteeringjwheel.jBejs
urejtojdiscussjwithjstudentsjthejdifficultyjofjculturaljimplications.jAlthoughjajgesturejworksjinjonejc
ountry,jitjmightjnotjworkjinjanother.
1.8 NonverbaljCommunication:jSignalsjSentjbyjCasualjAttirej(Obj.j3)
Althoughjmanyjemployersjallowjcasualjattire,jnotjalljemployersjandjcustomersjarejhappyjwithjthejr
esults.jTojlearnjmorejaboutjthejimplementation,jacceptance,jandjeffectsjofjcasual-
dressjprograms,jselectjonejofjthejfollowingjactivities,jalljofjwhichjinvolvejsomejformjofjinterviewin
g.
, YourjTask.
a. Injteams,jgatherjinformationjfromjhumanjresourcesjdirectorsjtojdeterminejwhichjcompan
iesjallowjcasualjorjdress-
downjdays,jhowjoften,jandjunderjwhatjspecificjconditions.jThejinformationjmayjbejcollec
tedjbyjpersonaljinterviews,jemail,jtelephone,jinstantjmessaging,jorjonjthejWeb.
b. Injteams,jconductjinquiring-
reporterjinterviews.jAskjindividualsjinjthejcommunityjhowjtheyjreactjtojcasualjdressjinjthej
workplace.jDevelopjajsetjofjstandardjinterviewjquestions.
c. Injteams,jvisitjlocaljbusinessesjonjbothjcasualjdaysjandjtraditionaljbusiness-
dressjdays.jComparejandjcontrastjthejeffectsjofjbusiness-
dressjstandardsjonjsuchjfactorsjasjthejprojectedjimagejofjthejcompany,jthejnaturejofjthejint
eractionsjwithjcustomersjandjwithjfellowjemployees,jthejmoralejofjemployees,jandjthejpr
oductivityjofjemployees.jWhatjgeneralizationsjcanjyoujdrawjfromjyourjfindings?
ANS:
Thisjactivityjcanjbejexpandedjintojajresearchjpaperjtopic.jAjvariationjonjthisjactivityjreliesjonjstude
ntjexperiences.jInsteadjofjconductingjinterviewsjinjthejcommunity,jtheyjcanjconductjajforumjamon
gjstudentsjwhojwork,jaskingjthemjtojcommentjonjcasual-dressjpoliciesjinjthejjobsjtheyjhavejhad.
1.9 NonverbaljCommunicationjAroundjthejWorldj(Objs.j3,j4)
Gesturesjplayjanjimportantjrolejwhenjpeoplejcommunicate.jBecausejculturejshapesjthejmeaningjofj
gestures,jmiscommunicationjandjmisunderstandingjcanjeasilyjresultjinjinternationaljsituations.
YourjTask.
UsejthejWebjtojresearchjthejmeaningsjofjselectedjgestures.jMakejajlistjofjtenjgesturesj(otherjthanjth
osejdiscussedjinjthejtext)jthatjhavejdifferentjmeaningsjinjdifferentjcountries.jConsiderjthejfingertipj
kiss,jnosejthumb,jeyelidjpull,jnosejtap,jheadjshake,jandjotherjgestures.jHowjarejthejmeaningsjdiffer
entjinjotherjcountries?
ANS:
Studentsjshouldjbejablejtojfindjajnumberjofjgesturesjandjtheirjmeaningsjdiscussedjatjvariousjwebs
ites.jHerejisjonejexample:j“Thejfingertipjkiss,jinjwhichjthejtipsjofjthejthumbjandjfingers
arejkissedjandjquicklyjmovedjforwardjawayjfromjthejface,jisjajsignjofjaffectionjandjmayjbejusedjasjaj
greetingjinjSicilyjandjPortugal.jThejfingertipjkissjisjnotjusedjoftenjinjItalyjandjthejBritish
Isles,jbutjitjisjcommonjinjFrance,jGermany,jGreece,jandjSpainjtojsignifyjpraise.”j[SeejMartin,jJ.,j&jC
haney,jL.j2006.jGlobaljbusinessjetiquette.jWestport,jCT:jPraeger,jp.j53.]
j j j j j j j
Additional Activities and Cases New Edition 2025/2026
j j j j j j
1.4 Listening:jAnjIn-PersonjorjVirtualjSocialjMediajInterviewj(Obj.j2)
Howjmuchjandjtojwhomjdojbusinesspeoplejlisten?
YourjTask.
Interviewjajbusinesspersonjaboutjhisjorjherjworkplacejlistening.jConnectjwithjajworkerjinjyourjcirc
lejofjfriends,jfamily,jandjacquaintances;jinjyourjcampusjnetwork;jatjajpriorjorjcurrentjjob;jorjviajLin
kedInjorjFacebook.jComejupjwithjquestionsjtojaskjaboutjlistening,jsuchjasjthejfollowing:
(a)jHowjmuchjactivejlisteningjdojyoujpractisejdaily?j(b)jTojwhomjdojyoujlistenjonjthejjob?j(c)jHowj
dojyoujknowjthatjothersjarejorjarejnotjlisteningjtojyou?j(d)jCanjyoujsharejanecdotesjofjpoorjlistenin
gjthatjledjtojnegativejoutcomes?j(e)jDojyoujhavejtipsjforjbetterjlistening?
ANS:
Thejanswersjwilljvary.jStudentsjcouldjbrainstormjandjdiscussjtheirjinterviewjquestionsjinjclassjorjpr
eparejquestionsjatjhome.jThenjtheyjcouldjapproachjtheirjintervieweesjinjperson,jbyjphone,jbyjemail
,jorjviajLinkedInjorjFacebook.jAjspecialjwordjofjcautionjwhenjcontactingjprofessionalsjonjLinkedI
n:jWarnjstudentsjnotjtojrelentlesslyjpursuejrandomjstrangers,jbutjtojworkjfromjwithinjtheirjownjesta
blishedjLinkedInjcirclejofjprofessionaljacquaintancesjorjtheirjacquaintances’jcontacts.jThisjassign
mentjcouldjbejdonejorallyjorjinjwritingj(email,jmemo)jindividually,jinjsmalljgroups,jorjinjclass.jThej
taskjcouldjbejexpandedjtojajgroupjoraljpresentationjorjwrittenjreport.
1.5 ListeningjandjNonverbaljCues:jSkillsjRequiredjinjVariousjCareersj(Objs.j2,j3)
Dojthejlisteningjskillsjandjbehavioursjofjindividualsjdifferjdependingjonjtheirjcareers?
YourjTask.
Yourjinstructorjwilljdividejyoujintojteamsjandjgivejeachjteamjajrolejtojdiscuss,jsuchjasjbusinessjexec
utive,jteacher,jphysician,jpolicejofficer,jattorney,jaccountant,jadministrativejassistant,jmentor,jorjte
amjleader.jCreatejajlistjofjverbaljandjnonverbaljcuesjthatjajmemberjofjthisjprofessionjwouldjdisplayj
tojindicatejthatjhejorjshejisjlistening.
,ANS:
Studentjteamsjshouldjgeneratejlistsjofjlisteningjandjnonverbaljcuesjthatjincludejsomejofjthejfollo
wing:jgoodjeyejcontact,javoidingjbeingjdistractedjbyjothers,jnotjinterrupting,jtakingjnotes,jparaph
rasingjinstructions,jaskingjpertinentjquestionsjinjajnonthreateningjmanner,jleaning
forward,jandjshowingjempathyjandjcompassion.jCriticaljlisteningjinvolvesjjudgingjandjevaluatingj
whatjyoujarejhearing.jDiscriminativejlisteningjisjnecessaryjwhenjyoujmustjidentifyjmainjideasjandj
understandjanjargument.jTeamsjshouldjgeneratejdifferentjcuesjandjbehavioursjtojreflectjthesejfo
rmsjofjlisteningjinjrelationjtojthejprofessionaljrolesjtheyjarejanalyzing.
1.6 BodyjLanguagej(Obj.j3)
Canjbodyjlanguagejbejaccuratelyjinterpreted?
YourjTask.
Whatjattitudesjdojthejfollowingjbodyjmovementsjsuggestjtojyou?jDojthesejmovementsjalwaysjmea
njthejsamejthing?jWhatjpartjdoesjcontextjplayjinjyourjinterpretations?
a. Whistling,jwringingjhandsj Bowe
b. djposture,jtwiddlingjthumbs
c. Steepledjhands,jsprawlingjsittingjpositionjRub
d. bingjhandjthroughjhair
e. Openjhands,junbuttonedjcoatjWringin
f. gjhands,jtuggingjears
ANS:
a. Whistling,jwringingjhands Nervousnessjorjfear
b. Bowedjposture,jtwiddlingjthumbs Boredom
c. Steepledjhands,jsprawlingjsittingjposition Contemplationjorjrelaxation
d. Rubbingjhandjthroughjhair Frustrationjorjnervousness
e. Openjhands,junbuttonedjcoat Relaxation,jconfidence
f. Wringingjhands,jtuggingjears Distressjorjnervousness
1.7 NonverbaljCommunication:jUniversaljSignjforj“IjGoofed”j(Obj.j3)
Tojpromotejtranquilityjonjthejhighwaysjandjreducejroadjrage,jmotoristsjsubmittedjthejfollowingjsu
ggestions.jTheyjwerejsentjtojajnewspaperjcolumnistjwhojaskedjforjajuniversaljnonverbaljsignaljad
mittingjthatjajdriverjhadj“goofed.”
,YourjTask.
Injsmalljgroupsjconsiderjthejprosjandjconsjofjeachjofjthejfollowingjgesturesjintendedjasjanjapologyj
whenjajdriverjmakesjajmistake.jWhyjwouldjsomejfail?
a. Lowerjyourjheadjslightlyjandjbonkjyourselfjonjthejforeheadjwithjthejsidejofjyourjclosedjfist
.jThejmessagejisjclear:jI’mjstupid.jIjshouldn’tjhavejdonejthat.
b. Makejajtemplejwithjyourjhands,jasjifjyoujwerejpraying.
c. Movejthejindexjfingerjofjyourjrightjhandjbackjandjforthjacrossjyourjneck—
asjifjyoujwerejcuttingjyourjthroat.
d. Flashjthejwell-
knownjpeacejsign.jHoldjupjthejindexjandjmiddlejfingersjofjonejhand,jmakingjajV,jasjinj
victory.
e. Placejthejflatjofjyourjhandsjagainstjyourjcheeks,jasjchildrenjdojwhenjtheyjhavejmadejajmis
take.
f. Claspjyourjhandjoverjyourjmouth,jraisejyourjbrows,jandjshrugjyourjshoulders.
g. Usejyourjknucklesjtojknockjonjthejsidejofjyourjhead.jTranslation:jOops!jEngagejbrain.
h. Placejyourjrightjhandjhighjonjyourjchestjandjpatjajfewjtimes,jlikejajbasketballjplayerjwhojdro
psjajpassjorjajfootballjplayerjwhojmakesjajbadjthrow.jThisjsays,jI’lljtakejthejblame.
i. Placejyourjrightjfistjoverjthejmiddlejofjyourjchestjandjmovejitjinjajcircularjmotion.jThisjisju
niversaljsignjlanguagejforjI’mjsorry.
j. Openjyourjwindowjandjtapjthejtopjofjyourjcarjroofjwithjyourjhand.
k. Smilejandjraisejbothjarms,jpalmsjoutward,jwhichjisjajuniversaljgesturejforjsurrenderjorjfor
giveness.
l. Usejthejmilitaryjsalute,jwhichjisjsimplejandjshowsjrespect.
m. Flashjyourjbiggestjsmile,jpointjatjyourselfjwithjyourjrightjthumb,jandjmovejyourjheadjfro
mjleftjtojright,jasjifjtojsay,jIjcan’tjbelievejIjdidjthat.
ANS:
Thisjisjajgoodjexercisejforjteams.jSuggestjthatjteamjmembersjtakejturnsjdemonstratingjeachjofjthe
jnonverbaljmessagesjdescribedjhere.jTheyjshouldjthenjdiscussjhowjeffectivejeachjwouldjbe.jOfjco
urse,jsomejwouldjbejquitejdangerousjifjtheyjrequirejtakingjyourjhandsjoffjthejsteeringjwheel.jBejs
urejtojdiscussjwithjstudentsjthejdifficultyjofjculturaljimplications.jAlthoughjajgesturejworksjinjonejc
ountry,jitjmightjnotjworkjinjanother.
1.8 NonverbaljCommunication:jSignalsjSentjbyjCasualjAttirej(Obj.j3)
Althoughjmanyjemployersjallowjcasualjattire,jnotjalljemployersjandjcustomersjarejhappyjwithjthejr
esults.jTojlearnjmorejaboutjthejimplementation,jacceptance,jandjeffectsjofjcasual-
dressjprograms,jselectjonejofjthejfollowingjactivities,jalljofjwhichjinvolvejsomejformjofjinterviewin
g.
, YourjTask.
a. Injteams,jgatherjinformationjfromjhumanjresourcesjdirectorsjtojdeterminejwhichjcompan
iesjallowjcasualjorjdress-
downjdays,jhowjoften,jandjunderjwhatjspecificjconditions.jThejinformationjmayjbejcollec
tedjbyjpersonaljinterviews,jemail,jtelephone,jinstantjmessaging,jorjonjthejWeb.
b. Injteams,jconductjinquiring-
reporterjinterviews.jAskjindividualsjinjthejcommunityjhowjtheyjreactjtojcasualjdressjinjthej
workplace.jDevelopjajsetjofjstandardjinterviewjquestions.
c. Injteams,jvisitjlocaljbusinessesjonjbothjcasualjdaysjandjtraditionaljbusiness-
dressjdays.jComparejandjcontrastjthejeffectsjofjbusiness-
dressjstandardsjonjsuchjfactorsjasjthejprojectedjimagejofjthejcompany,jthejnaturejofjthejint
eractionsjwithjcustomersjandjwithjfellowjemployees,jthejmoralejofjemployees,jandjthejpr
oductivityjofjemployees.jWhatjgeneralizationsjcanjyoujdrawjfromjyourjfindings?
ANS:
Thisjactivityjcanjbejexpandedjintojajresearchjpaperjtopic.jAjvariationjonjthisjactivityjreliesjonjstude
ntjexperiences.jInsteadjofjconductingjinterviewsjinjthejcommunity,jtheyjcanjconductjajforumjamon
gjstudentsjwhojwork,jaskingjthemjtojcommentjonjcasual-dressjpoliciesjinjthejjobsjtheyjhavejhad.
1.9 NonverbaljCommunicationjAroundjthejWorldj(Objs.j3,j4)
Gesturesjplayjanjimportantjrolejwhenjpeoplejcommunicate.jBecausejculturejshapesjthejmeaningjofj
gestures,jmiscommunicationjandjmisunderstandingjcanjeasilyjresultjinjinternationaljsituations.
YourjTask.
UsejthejWebjtojresearchjthejmeaningsjofjselectedjgestures.jMakejajlistjofjtenjgesturesj(otherjthanjth
osejdiscussedjinjthejtext)jthatjhavejdifferentjmeaningsjinjdifferentjcountries.jConsiderjthejfingertipj
kiss,jnosejthumb,jeyelidjpull,jnosejtap,jheadjshake,jandjotherjgestures.jHowjarejthejmeaningsjdiffer
entjinjotherjcountries?
ANS:
Studentsjshouldjbejablejtojfindjajnumberjofjgesturesjandjtheirjmeaningsjdiscussedjatjvariousjwebs
ites.jHerejisjonejexample:j“Thejfingertipjkiss,jinjwhichjthejtipsjofjthejthumbjandjfingers
arejkissedjandjquicklyjmovedjforwardjawayjfromjthejface,jisjajsignjofjaffectionjandjmayjbejusedjasjaj
greetingjinjSicilyjandjPortugal.jThejfingertipjkissjisjnotjusedjoftenjinjItalyjandjthejBritish
Isles,jbutjitjisjcommonjinjFrance,jGermany,jGreece,jandjSpainjtojsignifyjpraise.”j[SeejMartin,jJ.,j&jC
haney,jL.j2006.jGlobaljbusinessjetiquette.jWestport,jCT:jPraeger,jp.j53.]
