,SOLUTION MANUAL FOR Business Communication
Process and Product, Brief Edition , 7th Edition
Mary Ellen Guffey
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Guffey, Lowey, Griffin
Business Communication: Process and Product, 7th Brief Canadian Edition
Instructor Solutions Manual
Chapter 1
Business Communication in the Digital Age
Spotlight on Communication Solutions
1. Part 1: How are Canadian Tire and Myant Inc. meeting the demands of today’s
marketplace?
ANS:
Canadian Tire and Myant Inc. are responding to the demands of today’s
marketplace by providing innovative products that use cutting-edge technologies.
Today’s marketplace is competitive and evolving. Through their partnership both
companies will thrive as they adapt and change with the times.
2. Part 1: What skills do you think businesspeople need to succeed in today’s
workplace?
ANS:
A number of employer surveys confirm that communication skills are critical for
effective job placement, performance, career advancement, and organizational
success. Good communication skills are often ranked among the most requested
requirements by employers making job hiring decisions. Businesspeople today
need good reading, listening, nonverbal, speaking, and writing skills. In addition to
good written and oral communication skills, employees need teamwork skills,
critical thinking, and analytical reasoning skills. Written skills are particularly
important because technology enables us to transmit messages more rapidly, more
often, and to a greater number of people regardless of their physical location. Many
people are promoted within organizations because they have good writing skills.
3. Part 2: As a consumer, how do you prefer to learn about a company’s loyalty
program? Refer to Figure 1.9, and consider media richness and communication
effectiveness.
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
This question generates an interesting discussion on loyalty programs and
marketing techniques. Have students provide examples of face-to-face, video,
audio, written (addressed), and unaddressed documents and their effectiveness.
4. Part 2: Compare the loyalty programs you participate in. Which one has better
customer benefits? Why?
ANS:
Loyalty cards and related programs are designed to reach shoppers and encourage
frequent dealing with the company. Students should compare the loyalty programs
they participate in and create a list of attractive benefits. Further, have them
discuss whether they have ever had a large payoff from a loyalty program, like the
one Tomas Terfloth received in the Canadian Tire case study.
Solutions to Concept Check Questions
1. LO1: In what ways can a lack of oral and written communication skills affect your
performance on the job?
ANS:
In making hiring decisions, employers often rank communication skills among the
most valued. Many job advertisements specifically ask for excellent oral and written
communication skills. If employees are not able to communicate effectively on the
job, their ideas won’t be understood and job quality may suffer, resulting in
employer dissatisfaction.
Analysis: Communication Skills: Your Pass to Success
2. LO1: Individually or in teams, check the listings on an online job board such as Monster,
Workopolis, CanadianCareers, or CollegeGrad. Follow the instructions to search job
categories and locations. Find three to five job listings in your field of interest. Examine the
skills requested. How often do the ads mention communication and teamwork skills? What
tasks do the ads mention? Prepare a list of the most frequently requested skills. Discuss
your findings with your team members.
2
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will notice that all employers require communication or teamwork skills.
Have students compare their lists to generate a list of the most frequently
requested skills.
Analysis: Succeeding in a Competitive Job Market
3. LO2: In what ways do you see yourself as a learning worker for your current or
future employer?
ANS:
Learning workers not only acquire knowledge through their diplomas and degrees
but have also developed the knowledge of how to learn. Learning workers positon
themselves to become organizational leaders, anticipating and adapting to industry
changes, which makes them valuable, innovative employees. Students should
discuss the different ways they learn how to be adaptable and innovative.
Analysis: Tools for Success in the 21st-Century Workplace
4. LO2: Refer to the employability skills listed on the Unit 1 opening page. Write
down your five strongest skills related to your chosen career field. How did you
develop these skills? Now write down your five weakest skills related to your chosen
career field. What can you do to strengthen these skills?
ANS:
Students will choose employability and soft skills from the Unit 1 opening page.
They will have developed skills through life experience, formal education,
workplace training, mentorship, the way they were raised, and more. In order to
strengthen weaker skills, they will mention their formal studies in college/university,
co-op and placement opportunities, part-time work, volunteering, school clubs, etc.
Analysis: Unit 1: Introduction
5. LO3: How has the global pandemic affected work practices in Canada?
3
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students can discuss the increase of online meetings and virtual practices for
workplaces, including worker training in new communication technologies. Other
factors affecting workplaces include safety precautions like social distancing, the
installation of plastic dividers, the use of mandatory masks, and frequent sanitizing
to protect workers and customers. Encourage students to share personal
experiences about how COVID-19 affected their lives.
Analysis: Global Pandemic Impact
6. LO3: Refer to Figure 1.5. Within the next five years, what technologies do you
think will dominate the workplace? Write a list of the top three technologies. Do you
have these technological skills?
ANS:
Students will provide a list of three technologies from Figure 1.7 and discuss
whether or not they have these skills. Encourage students to share how they
acquired these skills.
Analysis: Understanding the Nature of Communication
7. LO4: What is the definition of communication?
ANS:
Communication may be defined as the transmission of information and meaning
from a sender to a receiver. The process is successful only when the receiver
understands an idea as the sender intended it.
Analysis: Understanding the Nature of Communication
8. LO4: Consider a time when you were misunderstood. What were the barriers to
communication? How did you overcome the misunderstanding?
4
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will give a personal example that may include one or more barriers that
create misunderstanding: bypassing, differing frames of reference, lack of language
skills, and distractions.
Analysis: Barriers That Create Misunderstanding
9. LO5: List three ways that managers can improve the downward flow of
communication.
ANS:
To improve the downward flow of communication, many managers make the
following changes:
• Reengineering their companies into smaller operating units and work teams
• Speaking directly to employees, keeping them informed about how well the
company is doing and what new projects are planned
• Providing timely company publications, announcements, meetings, videos,
and podcasts
Analysis: Formal Communication Channels: Improving Downward Information Flow
10. LO5: Consider the following scenario: Jon Bender, a managing partner at an
executive search firm Consider the following scenario: Jon Bender, a managing
partner at an executive search firm, was surprised to receive a nasty, gossipy e-mail
about himself. He was obviously not the intended receiver. Instead of shooting back
an equally incendiary message, he decided to talk with the sender. He said, “You’re
upset. Let’s talk about it, but it’s not appropriate in an e-mail.”58 In groups, discuss
Mr. Bender’s response to gossip about himself. Did he do the right thing? How
would you have reacted? Although gossip is generally considered unacceptable and
a negative force, it can be a tool for managers and employees. Make a list of at least
four benefits and four negative consequences of workplace gossip. Be prepared to
explain and defend each item.
5
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Mr. Bender responded in an appropriate manner by going to the source and talking
about the reason behind the gossip. Experts suggest seeking the source of
malicious gossip and documenting what was learned or discussed.
Benefits of workplace gossip might include the following:
a. Managers can monitor what is happening by relying on information from
employees who are known for spreading office gossip.
b. Managers can learn about morale, turnover, and productivity problems.
c. Managers can plant news that they want to spread. For example, if layoffs
are approaching, managers might soften the blow by letting rumours start
about future layoffs.
d. Gossip can be helpful in building office friendships and teamwork morale.
e. Gossip can benefit new employees who are learning office customs not
covered in the official company handbook.
Negative consequences of gossip might include the following:
a. People who gossip are considered untrustworthy and may not be promoted.
b. Malicious, false gossip can create severe unhappiness and destroy careers.
c. Malicious gossip creates an ugly work environment, forcing people to leave.
d. People who spend excessive amounts of time gossiping are a productivity
drain on the company.
e. Companies that do not prevent malicious gossip may be sued for tolerating
or condoning a hostile work environment.
Analysis: Informal Communication Channels
11. LO6: Why are ethics in the workplace needed now more than ever?
ANS:
Ethics continues to be a hot topic in business and political circles. Recent media
reports seem to have an increased focus on workplace or business ethics. Reports
cover not only issues of workplace corruption, fraud, influence peddling, and
cronyism but also ethical questions relating to policies on human rights, animal
welfare, genetic engineering, relations with developing nations, and the
environment. Business communicators should understand basic ethical principles
6
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
so they can make logical decisions when faced with dilemmas in the workplace.
Professionals in any field must deal with moral dilemmas on the job.
Analysis: Ethics in the Workplace Is Needed More Than Ever
12. LO6: Professionals in any field deal with moral dilemmas on the job. However,
just being a moral person and having sound personal or professional ethics may
not be sufficient to handle the ethical issues you may face in the workplace.
Consider the following ethical dilemmas:
a. Presentation You are rushing to prepare a presentation. On the Internet you
find perfect wording and great graphics. Should you lift the graphics and
wording but change a few words? You figure that if it is on the Internet, it must
be in the public domain.
b. Customer e-mail You are replying to an e-mail from a customer who is irate
over a mistake you made. Should you blame it on a computer glitch, point the
finger at another department, or take the blame and risk losing this customer’s
trust and possibly your job?
For each scenario, consider the five questions to guide ethical decisions, as shown
in Figure 1.13.
ANS:
Students should apply each question from Figure 1.13: Five Questions to Guide
Ethical Decisions and explain their answers in relation to the dilemma.
Analysis: Doing What Ethical Communicators Do
Solutions to Case Connections Questions
1. The Loop Initiative responds to the climate emergency in Canada. How can other
Canadian companies incorporate ethical decision making regarding the
environment into their daily business practices?
7
Copyright © 2022 by Cengage Canada
, Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will discuss of range of topics, depending on current events relating to the
climate emergency. Companies can incorporate ethical decision making into their
daily business practices through environmentally sustainable initiatives and
partnerships, local sourcing, and reduction of water, energy, and one-time-use
packaging. Companies need to be innovative and, in some cases, rethink their
product and production to reduce environmental harm.
Solutions to Chapter Review Questions
1. What employability skills are Canadian employers looking for in an employee?
(Obj. 1)
ANS:
Employability skills include the following soft skills:
• Excellent oral and written communication skills
• Interpersonal skills
• Teamwork skills
Students may also discuss the employability and soft skills listed in the unit opener:
Oral and Written Communication
Information Management
Critical Thinking
Problem Solving
Active Listening
Professional Work Behaviours
Goal-Setting
8
Copyright © 2022 by Cengage Canada
Process and Product, Brief Edition , 7th Edition
Mary Ellen Guffey
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Guffey, Lowey, Griffin
Business Communication: Process and Product, 7th Brief Canadian Edition
Instructor Solutions Manual
Chapter 1
Business Communication in the Digital Age
Spotlight on Communication Solutions
1. Part 1: How are Canadian Tire and Myant Inc. meeting the demands of today’s
marketplace?
ANS:
Canadian Tire and Myant Inc. are responding to the demands of today’s
marketplace by providing innovative products that use cutting-edge technologies.
Today’s marketplace is competitive and evolving. Through their partnership both
companies will thrive as they adapt and change with the times.
2. Part 1: What skills do you think businesspeople need to succeed in today’s
workplace?
ANS:
A number of employer surveys confirm that communication skills are critical for
effective job placement, performance, career advancement, and organizational
success. Good communication skills are often ranked among the most requested
requirements by employers making job hiring decisions. Businesspeople today
need good reading, listening, nonverbal, speaking, and writing skills. In addition to
good written and oral communication skills, employees need teamwork skills,
critical thinking, and analytical reasoning skills. Written skills are particularly
important because technology enables us to transmit messages more rapidly, more
often, and to a greater number of people regardless of their physical location. Many
people are promoted within organizations because they have good writing skills.
3. Part 2: As a consumer, how do you prefer to learn about a company’s loyalty
program? Refer to Figure 1.9, and consider media richness and communication
effectiveness.
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
This question generates an interesting discussion on loyalty programs and
marketing techniques. Have students provide examples of face-to-face, video,
audio, written (addressed), and unaddressed documents and their effectiveness.
4. Part 2: Compare the loyalty programs you participate in. Which one has better
customer benefits? Why?
ANS:
Loyalty cards and related programs are designed to reach shoppers and encourage
frequent dealing with the company. Students should compare the loyalty programs
they participate in and create a list of attractive benefits. Further, have them
discuss whether they have ever had a large payoff from a loyalty program, like the
one Tomas Terfloth received in the Canadian Tire case study.
Solutions to Concept Check Questions
1. LO1: In what ways can a lack of oral and written communication skills affect your
performance on the job?
ANS:
In making hiring decisions, employers often rank communication skills among the
most valued. Many job advertisements specifically ask for excellent oral and written
communication skills. If employees are not able to communicate effectively on the
job, their ideas won’t be understood and job quality may suffer, resulting in
employer dissatisfaction.
Analysis: Communication Skills: Your Pass to Success
2. LO1: Individually or in teams, check the listings on an online job board such as Monster,
Workopolis, CanadianCareers, or CollegeGrad. Follow the instructions to search job
categories and locations. Find three to five job listings in your field of interest. Examine the
skills requested. How often do the ads mention communication and teamwork skills? What
tasks do the ads mention? Prepare a list of the most frequently requested skills. Discuss
your findings with your team members.
2
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will notice that all employers require communication or teamwork skills.
Have students compare their lists to generate a list of the most frequently
requested skills.
Analysis: Succeeding in a Competitive Job Market
3. LO2: In what ways do you see yourself as a learning worker for your current or
future employer?
ANS:
Learning workers not only acquire knowledge through their diplomas and degrees
but have also developed the knowledge of how to learn. Learning workers positon
themselves to become organizational leaders, anticipating and adapting to industry
changes, which makes them valuable, innovative employees. Students should
discuss the different ways they learn how to be adaptable and innovative.
Analysis: Tools for Success in the 21st-Century Workplace
4. LO2: Refer to the employability skills listed on the Unit 1 opening page. Write
down your five strongest skills related to your chosen career field. How did you
develop these skills? Now write down your five weakest skills related to your chosen
career field. What can you do to strengthen these skills?
ANS:
Students will choose employability and soft skills from the Unit 1 opening page.
They will have developed skills through life experience, formal education,
workplace training, mentorship, the way they were raised, and more. In order to
strengthen weaker skills, they will mention their formal studies in college/university,
co-op and placement opportunities, part-time work, volunteering, school clubs, etc.
Analysis: Unit 1: Introduction
5. LO3: How has the global pandemic affected work practices in Canada?
3
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students can discuss the increase of online meetings and virtual practices for
workplaces, including worker training in new communication technologies. Other
factors affecting workplaces include safety precautions like social distancing, the
installation of plastic dividers, the use of mandatory masks, and frequent sanitizing
to protect workers and customers. Encourage students to share personal
experiences about how COVID-19 affected their lives.
Analysis: Global Pandemic Impact
6. LO3: Refer to Figure 1.5. Within the next five years, what technologies do you
think will dominate the workplace? Write a list of the top three technologies. Do you
have these technological skills?
ANS:
Students will provide a list of three technologies from Figure 1.7 and discuss
whether or not they have these skills. Encourage students to share how they
acquired these skills.
Analysis: Understanding the Nature of Communication
7. LO4: What is the definition of communication?
ANS:
Communication may be defined as the transmission of information and meaning
from a sender to a receiver. The process is successful only when the receiver
understands an idea as the sender intended it.
Analysis: Understanding the Nature of Communication
8. LO4: Consider a time when you were misunderstood. What were the barriers to
communication? How did you overcome the misunderstanding?
4
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will give a personal example that may include one or more barriers that
create misunderstanding: bypassing, differing frames of reference, lack of language
skills, and distractions.
Analysis: Barriers That Create Misunderstanding
9. LO5: List three ways that managers can improve the downward flow of
communication.
ANS:
To improve the downward flow of communication, many managers make the
following changes:
• Reengineering their companies into smaller operating units and work teams
• Speaking directly to employees, keeping them informed about how well the
company is doing and what new projects are planned
• Providing timely company publications, announcements, meetings, videos,
and podcasts
Analysis: Formal Communication Channels: Improving Downward Information Flow
10. LO5: Consider the following scenario: Jon Bender, a managing partner at an
executive search firm Consider the following scenario: Jon Bender, a managing
partner at an executive search firm, was surprised to receive a nasty, gossipy e-mail
about himself. He was obviously not the intended receiver. Instead of shooting back
an equally incendiary message, he decided to talk with the sender. He said, “You’re
upset. Let’s talk about it, but it’s not appropriate in an e-mail.”58 In groups, discuss
Mr. Bender’s response to gossip about himself. Did he do the right thing? How
would you have reacted? Although gossip is generally considered unacceptable and
a negative force, it can be a tool for managers and employees. Make a list of at least
four benefits and four negative consequences of workplace gossip. Be prepared to
explain and defend each item.
5
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Mr. Bender responded in an appropriate manner by going to the source and talking
about the reason behind the gossip. Experts suggest seeking the source of
malicious gossip and documenting what was learned or discussed.
Benefits of workplace gossip might include the following:
a. Managers can monitor what is happening by relying on information from
employees who are known for spreading office gossip.
b. Managers can learn about morale, turnover, and productivity problems.
c. Managers can plant news that they want to spread. For example, if layoffs
are approaching, managers might soften the blow by letting rumours start
about future layoffs.
d. Gossip can be helpful in building office friendships and teamwork morale.
e. Gossip can benefit new employees who are learning office customs not
covered in the official company handbook.
Negative consequences of gossip might include the following:
a. People who gossip are considered untrustworthy and may not be promoted.
b. Malicious, false gossip can create severe unhappiness and destroy careers.
c. Malicious gossip creates an ugly work environment, forcing people to leave.
d. People who spend excessive amounts of time gossiping are a productivity
drain on the company.
e. Companies that do not prevent malicious gossip may be sued for tolerating
or condoning a hostile work environment.
Analysis: Informal Communication Channels
11. LO6: Why are ethics in the workplace needed now more than ever?
ANS:
Ethics continues to be a hot topic in business and political circles. Recent media
reports seem to have an increased focus on workplace or business ethics. Reports
cover not only issues of workplace corruption, fraud, influence peddling, and
cronyism but also ethical questions relating to policies on human rights, animal
welfare, genetic engineering, relations with developing nations, and the
environment. Business communicators should understand basic ethical principles
6
Copyright © 2022 by Cengage Canada
,Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
so they can make logical decisions when faced with dilemmas in the workplace.
Professionals in any field must deal with moral dilemmas on the job.
Analysis: Ethics in the Workplace Is Needed More Than Ever
12. LO6: Professionals in any field deal with moral dilemmas on the job. However,
just being a moral person and having sound personal or professional ethics may
not be sufficient to handle the ethical issues you may face in the workplace.
Consider the following ethical dilemmas:
a. Presentation You are rushing to prepare a presentation. On the Internet you
find perfect wording and great graphics. Should you lift the graphics and
wording but change a few words? You figure that if it is on the Internet, it must
be in the public domain.
b. Customer e-mail You are replying to an e-mail from a customer who is irate
over a mistake you made. Should you blame it on a computer glitch, point the
finger at another department, or take the blame and risk losing this customer’s
trust and possibly your job?
For each scenario, consider the five questions to guide ethical decisions, as shown
in Figure 1.13.
ANS:
Students should apply each question from Figure 1.13: Five Questions to Guide
Ethical Decisions and explain their answers in relation to the dilemma.
Analysis: Doing What Ethical Communicators Do
Solutions to Case Connections Questions
1. The Loop Initiative responds to the climate emergency in Canada. How can other
Canadian companies incorporate ethical decision making regarding the
environment into their daily business practices?
7
Copyright © 2022 by Cengage Canada
, Chapter 1 Business Communication: Process and Product, 7th Brief Canadian Edition
ANS:
Students will discuss of range of topics, depending on current events relating to the
climate emergency. Companies can incorporate ethical decision making into their
daily business practices through environmentally sustainable initiatives and
partnerships, local sourcing, and reduction of water, energy, and one-time-use
packaging. Companies need to be innovative and, in some cases, rethink their
product and production to reduce environmental harm.
Solutions to Chapter Review Questions
1. What employability skills are Canadian employers looking for in an employee?
(Obj. 1)
ANS:
Employability skills include the following soft skills:
• Excellent oral and written communication skills
• Interpersonal skills
• Teamwork skills
Students may also discuss the employability and soft skills listed in the unit opener:
Oral and Written Communication
Information Management
Critical Thinking
Problem Solving
Active Listening
Professional Work Behaviours
Goal-Setting
8
Copyright © 2022 by Cengage Canada
