, SOLUTION MANUAL FOR Essentials of Business
Communication 11th Edition by 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:
,Chapter 1
Communicating in Today’s Workplace
Answers to Chapter Review Questions
1. Based on what you have learned in this chapter, describe the kind of work environment you can expect
to enter when you graduate. (L.O. 1.1)
ANS: Expect a fast-moving, competitive, and information-driven environment. Communication technology
provides unmatched mobility and connects individuals anytime and anywhere in the world. Increasing
numbers of workers must be available practically around the clock and must respond quickly. Today's
communicators interact using mobile devices and access information stored on remote servers in the
cloud.
2. Why are writing skills more important in today’s workplace than ever before? (L.O. 1.1)
ANS: People in today's workforce communicate more, not less, because information technology and the
Internet have transformed the world of work. In a hyperconnected world, writing matters more than ever.
Digital media require more written communication, and workers' skills are always on display. Employers
seek employees who have a broad range of skills and high levels of knowledge in their field, and many job
listings mention the need for excellent oral and written communication skills.
3. List six trends in the digital workplace that affect business communicators. Be prepared to discuss how
they might affect you in your future career. (L.O. 1.1)
ANS: 1. Rapidly changing communication technologies
2. Mobile "anytime, anywhere" and nonterritorial offices
3. Increased emphasis on self-directed work groups and virtual teams
4. Flattened management hierarchies
5. Heightened global competition
6. Renewed emphasis on ethics
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-1
,4. List bad habits and distractions that can act as barriers to effective listening. (L.O. 1.2)
ANS: 1. Physical barriers
2. Psychological barriers
3. Language problems
4. Nonverbal distractions
5. Thought speed
6. Faking attention
7. Grandstanding
5. List 11 techniques for improving your listening skills. Be prepared to discuss each one. (L.O. 1.2)
ANS: 1. Stop talking.
2. Control your surroundings.
3. Establish a receptive mindset.
4. Keep an open mind.
5. Listen for main points.
6. Capitalize on lag time.
7. Listen between the lines.
8. Judge ideas, not appearances.
9. Hold your fire.
10. Take selective notes.
11. Provide feedback.
6. What is nonverbal communication? Are nonverbal cues easy to read? (L.O. 1.3)
ANS: Nonverbal communication includes all unwritten and unspoken messages, whether intended or not.
These silent signals have a strong effect on receivers. However, understanding them is not simple.
Messages are even harder to decipher when the verbal and nonverbal cues do not agree. The nonverbal
messages in these situations speak more loudly than the words. Researchers believe that the bulk of
messages we receive are nonverbal.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-2
,7. How do we send messages to others without speaking? (L.O. 1.4)
ANS: Every behaviour sends a message, even if we don't use words. Eye contact, facial expression,
gestures, and posture convey meaning without a single syllable being spoken. In addition to nonverbal
messages transmitted by the body, three external elements convey information in the communication
process: time, space, and territory. Furthermore, our personal appearance and the eye appeal of business
documents can have either a positive or a negative effect on the receiver.
8. What is culture, and what are five key dimensions that can be used to describe it? (L.O. 1.5)
ANS: Culture may be defined as the complex system of values, traits, morals, and customs shared by a
society, region, or country. Culture is a powerful operating force that moulds the way we think, behave,
and communicate. The five key dimensions that can be used to describe cultures are context,
individualism, time orientation, power distance, and communication style.
9. List seven or more suggestions for enhancing comprehension when you are talking with non-native
speakers of English. Be prepared to discuss each one. (L.O. 1.5)
ANS: 1. Use simple English.
2. Speak slowly and enunciate clearly.
3. Encourage accurate feedback.
4. Check frequently for comprehension.
5. Observe eye messages.
6. Accept blame.
7. Listen without interrupting.
8. Smile when appropriate.
9. Follow up in writing.
Answers to Critical Thinking Questions
1. How is the writing you do in your personal life (e.g., tweets, Facebook and Instagram posts, emails, texts)
different from the writing expected in the workplace? (L.O. 1.1)
ANS: A person's daily texting, social media updates, emails, and other informal writing can be considered
"real writing." These examples are channels of communication that are being integrated into the more
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-3
,formal world of business communication; however, when using such channels, recruiters and employers
demand strong communications skills, and potential employees need to be aware of this fact. Employers
demand skills of conciseness, efficiency, and professionalism. People in today's workforce are
communicating more, and social media are playing an increasingly prominent role in business. Moreover,
in a hyperconnected world, communication skills are always on display, and so it is vital that writers are
cognizant of what and how they communicate with others, whether formally or informally. The key to
success, therefore, is to transform informal (or social) writing into "real" (or formal business) writing, and
those who are able to develop this skill will become more employable.
2. Why do executives and managers spend more time listening than do workers? (L.O. 1.2)
ANS: Ultimately, executives and managers are responsible for a successful work environment. These are
the people who must make decisions; therefore, listening to and concentrating on feedback and nonverbal
communication from employees and colleagues is an important element of business communication.
Listening to workers communicates the message that their opinions are valued and that managers show
mutual respect. When managers listen, it also demonstrates that they are tuning in to employees, and
managers can even become better listeners on a nonverbal level. This engagement helps to empower
employees to become better people and better employees. Finally, listening allows managers to
understand people, the inner workings of the business, and how to handle difficult situations. Lee Iacocca,
former CEO of Chrysler, said that listening could make "the difference between a mediocre company and a
great company," and good listeners hold higher-level positions and are promoted more often. Therefore,
listening, as an executive, is a vital component of their success and, ultimately, the company's success.
3. What arguments could you give for or against the idea that body language is a science with principles
that can be interpreted accurately by specialists? (L.O. 1.3)
ANS: Body language could be considered to be a science with principles that can be interpreted accurately
by specialists. Linguistics, kinesics, and semiotics are among the disciplines that attempt to observe and
describe gesture and other forms of nonverbal communication. Furthermore, bioenergetic therapists read
posture, gestures, and expressions to diagnose clients and then treat them. For example, Dr. Paul Ekman
has conducted research classifying facial expressions. He believes that some expressions, such as those
indicating anger and happiness, are biologically universal to all humans. However, Amrozi, the Indonesian
terrorist who is known as the "Smiling Bomber," demonstrated that a smile can also signal confidence and
defiance. Another example is that while babies are unable to communicate through words, they can cry or
exhibit facial expressions to demonstrate their needs and wants, such as being hungry or being
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-4
,happy/content. Similarly, a lie detector test, which can be used as evidence in court, is based upon internal
and external body cues, such as breathing, sweating, facial expressions, and eye contact. There are,
however, also cultural differences in body language that can lead to misinterpretation. For example, sitting
cross-legged is seen as disrespectful in Japan; too firm of a handshake is viewed as aggressive in the Far
East; and northern European cultures will stand quite close and even touch others when speaking. Other
cultures may find these practices insulting, rude, or offensive. Some individuals can artificially control their
body language because they do not want to show emotion, or conversely, they can manipulate their body
language to provide a sought impression. Body language is subject to context, intent, and interpretation. It
is influenced by culture and socialization, and it differs with each individual. Body language is, simply put,
the subjective interpretation of the observer and it is open to misinterpretation and misunderstanding.
4. Consider potential culture clashes in typical business situations. Imagine that businesspeople from a
high-context culture, say, China, meet their counterparts from a low-context culture, Canada, for the
first time to negotiate and sign a manufacturing contract. What could go wrong? How about conflicting
perceptions of time? (L.O. 1.4)
ANS: Cultural differences exist and can cause significant misunderstandings. Businesspeople need to
familiarize themselves with one another's culture, customs, and traditions to avoid unfortunate situations.
Examples of things that could go wrong if Chinese and Canadian counterparts meet to negotiate and sign a
manufacturing contract include the following:
• Casual touching during greetings is acceptable to Canadians, but Chinese people are conservative and
any touching, other than handshakes, should be avoided, especially between men and women.
• Canadians maintain eye contact while speaking; the Chinese do not (again, especially between men
and women).
• Canadians like to be well informed and knowledgeable about prospects. Canadians appreciate
thoroughness and directness, while evasiveness is frowned upon. The Chinese are tough negotiators,
and directness is not considered to be a smart negotiation tactic among them. With the Chinese, yes
may not always be affirmative, and no may not always be dissenting. The Chinese also take offence to
set instructions, feeling micromanaged by this.
• Canadians believe in building relationships but tend to view personal lives as private; for the Chinese,
often their business and personal relationships blend, and many business meetings take place outside
the office, over dinner, at a nightclub, or at a karaoke bar. Meals are often sophisticated and lengthy.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-5
, In addition, gift-giving is considered by the Chinese as a method to start a friendship, but there are
acceptable and inappropriate gifts that must be defined.
• Canadians believe strongly in the concept of individualism, admiring such qualities as uniqueness, self-
expression, and independence. On the other hand, the Chinese have always been considered to be a
collectivist society, where the needs of the group are considered more important than those of a select
few. Decisions are typically made collectively, and it is frowned upon to be in the minority when
decisions are being discussed.
• When it comes to the concept of time, Canadians do not like to be kept waiting for any more than 10
to 15 minutes. If someone is going to be late for a meeting or appointment, a phone call should be
made to advise others. Chinese people are punctual and consider it an insult to arrive late to meetings.
The Chinese are less concerned with time, however, when it comes to decision making. While
Canadians may make immediate decisions, they must be patient as Chinese businesspeople may take
multiple days, numerous meetings, and even other events to determine whether a business deal or an
agreement will be accepted.
5. A stereotype is an oversimplified perception of a behavioural pattern or characteristic applied to an
entire group. For example, Germans are formal, reserved, and blunt; Americans are loud, friendly, and
impatient; Asians are gracious, humble, and inscrutable. In what way are such stereotypes harmless or
harmful? (L.O. 1.5)
ANS: To stereotype an individual or a group is to apply limited experience or knowledge of one individual,
either positive or negative, to that person's entire cultural group. Stereotyping produces labels that can be
hurtful, harmful, and emotionally damaging. Stereotyping presents an opportunity for an individual to
project their discomfort, dislikes, and biases. We need to be aware of these biases so that they can be put
aside. Stereotyping is often the worst form of patronizing behaviour. A lack of awareness and
misinformation are the foundation of many cross-cultural conflicts. To assist people in better
understanding someone from another cultural background, we often make generalizations and
assumptions that classify people by putting them into groupings that are unfamiliar to us. And while
generalizations can be helpful in the process of understanding other cultures, they become dangerous
when they result in negative stereotyping, such as developing unrealistic and exaggerated characteristics
of a group of people (i.e., all Muslims are terrorists; all Jews are rich; all Black people are excellent
basketball players). Cultural awareness begins when we understand ourselves and then learn to
understand others by practising open-mindedness and being exposed to other cultures, customs, and
traditions.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-6
,Useful websites include the following:
www.joannamaxwell.com.au/the-dangers-of-stereotyping
www.brighthubeducation.com/middle-school-social-studies-lessons/1690-dangers-of-stereotyping
www.myplainview.com/opinion/editorials/article/The-dangers-of-stereotyping-8388435.php
Solutions to Activities and Cases
1.1 Making Job Descriptions More Specific Around Communication (L.O. 1.1)
You know from reading this chapter that solid communication skills are among the top two skills Canadian
employers are looking for. However, job descriptions don’t usually go into more detail than that—they
assume everyone knows what “excellent communication” means.
Your Task. Working individually or in teams, compile a database of people you know who work in a
supervisory/managerial role—it doesn’t matter at what type of organization. Develop a brief questionnaire
(perhaps using SurveyMonkey) in which you ask these people to be more specific about what “excellent
communication” means. For example, a question could be, “In your organization, what specific types of
writing does an entry-level employee need to know how to do? What specific types of speaking? How do
you know when an entry-level employee is not showing effective writing skills? Speaking skills?” After you
receive your answers, analyze them by looking for similarities and differences. Share your analysis with your
instructor or your class in a brief report or presentation.
ANS: Answers will vary.
1.2 Introduce Yourself (L.O. 1.1)
Your instructor wants to know more about you, your motivation for taking this course, your career goals,
and your writing skills.
Your Task. Send a professional email of introduction to your instructor. See Chapter 5 for formats and tips
on drafting emails. Include the following in your message:
a. Your reasons for taking this class
b. Your career goals (both short term and long term)
c. A brief description of your employment and your favourite activities
d. An evaluation and discussion of your communication skills, including your strengths and weaknesses
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-7
, For online classes, write a message of introduction about yourself with the preceding information. Post your
message to the class discussion board. Read and comment on the posts of other students. Think about how
people in virtual teams must learn about each other through online messages.
Alternatively, your instructor may assign this task as a concise individual voice-mail message to establish
your telephone etiquette and speaking skills.
ANS: This exercise is an excellent way to assess students' skills and, at the same time, get to know them.
Don't grade this assignment but be sure to write a friendly comment on all papers or send friendly email
replies to demonstrate that you have an interest in them as students and as individuals.
1.3 Research New Trends in Business Communication (L.O. 1.1)
To exploit all the opportunities in today’s workplace, you need to know what the newest trends are and
what technologies are available.
Using the Internet and your library’s research databases, as well as conversations with people you know
that are working, find five current communication trends or emerging communications technologies in your
local area. For example, are people using an internal messaging system like Slack at work? Have they been
offered the choice to work remotely?
Report the results of your research in a professional email to your instructor, or in a brief professional
presentation to your class.
ANS: Answers will vary. Most students should discover that many organizations are using social media and
online collaboration tools such as those mentioned in this text, and that many people are working fully
remotely or hybrid remotely.
1.4 Small-Group Presentation: Introduce Each Other (L.O. 1.1, L.O. 1.2)
Many organizations today use teams to accomplish their goals. To help you develop speaking, listening, and
teamwork skills, your instructor may assign team projects. One of the first jobs in any team is selecting
members and becoming acquainted.
Your Task. Your instructor will divide your class into small groups or teams. At your instructor’s direction,
either (a) interview another group member and introduce that person to the group or (b) introduce yourself
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-8
Communication 11th Edition by 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:
,Chapter 1
Communicating in Today’s Workplace
Answers to Chapter Review Questions
1. Based on what you have learned in this chapter, describe the kind of work environment you can expect
to enter when you graduate. (L.O. 1.1)
ANS: Expect a fast-moving, competitive, and information-driven environment. Communication technology
provides unmatched mobility and connects individuals anytime and anywhere in the world. Increasing
numbers of workers must be available practically around the clock and must respond quickly. Today's
communicators interact using mobile devices and access information stored on remote servers in the
cloud.
2. Why are writing skills more important in today’s workplace than ever before? (L.O. 1.1)
ANS: People in today's workforce communicate more, not less, because information technology and the
Internet have transformed the world of work. In a hyperconnected world, writing matters more than ever.
Digital media require more written communication, and workers' skills are always on display. Employers
seek employees who have a broad range of skills and high levels of knowledge in their field, and many job
listings mention the need for excellent oral and written communication skills.
3. List six trends in the digital workplace that affect business communicators. Be prepared to discuss how
they might affect you in your future career. (L.O. 1.1)
ANS: 1. Rapidly changing communication technologies
2. Mobile "anytime, anywhere" and nonterritorial offices
3. Increased emphasis on self-directed work groups and virtual teams
4. Flattened management hierarchies
5. Heightened global competition
6. Renewed emphasis on ethics
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-1
,4. List bad habits and distractions that can act as barriers to effective listening. (L.O. 1.2)
ANS: 1. Physical barriers
2. Psychological barriers
3. Language problems
4. Nonverbal distractions
5. Thought speed
6. Faking attention
7. Grandstanding
5. List 11 techniques for improving your listening skills. Be prepared to discuss each one. (L.O. 1.2)
ANS: 1. Stop talking.
2. Control your surroundings.
3. Establish a receptive mindset.
4. Keep an open mind.
5. Listen for main points.
6. Capitalize on lag time.
7. Listen between the lines.
8. Judge ideas, not appearances.
9. Hold your fire.
10. Take selective notes.
11. Provide feedback.
6. What is nonverbal communication? Are nonverbal cues easy to read? (L.O. 1.3)
ANS: Nonverbal communication includes all unwritten and unspoken messages, whether intended or not.
These silent signals have a strong effect on receivers. However, understanding them is not simple.
Messages are even harder to decipher when the verbal and nonverbal cues do not agree. The nonverbal
messages in these situations speak more loudly than the words. Researchers believe that the bulk of
messages we receive are nonverbal.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-2
,7. How do we send messages to others without speaking? (L.O. 1.4)
ANS: Every behaviour sends a message, even if we don't use words. Eye contact, facial expression,
gestures, and posture convey meaning without a single syllable being spoken. In addition to nonverbal
messages transmitted by the body, three external elements convey information in the communication
process: time, space, and territory. Furthermore, our personal appearance and the eye appeal of business
documents can have either a positive or a negative effect on the receiver.
8. What is culture, and what are five key dimensions that can be used to describe it? (L.O. 1.5)
ANS: Culture may be defined as the complex system of values, traits, morals, and customs shared by a
society, region, or country. Culture is a powerful operating force that moulds the way we think, behave,
and communicate. The five key dimensions that can be used to describe cultures are context,
individualism, time orientation, power distance, and communication style.
9. List seven or more suggestions for enhancing comprehension when you are talking with non-native
speakers of English. Be prepared to discuss each one. (L.O. 1.5)
ANS: 1. Use simple English.
2. Speak slowly and enunciate clearly.
3. Encourage accurate feedback.
4. Check frequently for comprehension.
5. Observe eye messages.
6. Accept blame.
7. Listen without interrupting.
8. Smile when appropriate.
9. Follow up in writing.
Answers to Critical Thinking Questions
1. How is the writing you do in your personal life (e.g., tweets, Facebook and Instagram posts, emails, texts)
different from the writing expected in the workplace? (L.O. 1.1)
ANS: A person's daily texting, social media updates, emails, and other informal writing can be considered
"real writing." These examples are channels of communication that are being integrated into the more
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-3
,formal world of business communication; however, when using such channels, recruiters and employers
demand strong communications skills, and potential employees need to be aware of this fact. Employers
demand skills of conciseness, efficiency, and professionalism. People in today's workforce are
communicating more, and social media are playing an increasingly prominent role in business. Moreover,
in a hyperconnected world, communication skills are always on display, and so it is vital that writers are
cognizant of what and how they communicate with others, whether formally or informally. The key to
success, therefore, is to transform informal (or social) writing into "real" (or formal business) writing, and
those who are able to develop this skill will become more employable.
2. Why do executives and managers spend more time listening than do workers? (L.O. 1.2)
ANS: Ultimately, executives and managers are responsible for a successful work environment. These are
the people who must make decisions; therefore, listening to and concentrating on feedback and nonverbal
communication from employees and colleagues is an important element of business communication.
Listening to workers communicates the message that their opinions are valued and that managers show
mutual respect. When managers listen, it also demonstrates that they are tuning in to employees, and
managers can even become better listeners on a nonverbal level. This engagement helps to empower
employees to become better people and better employees. Finally, listening allows managers to
understand people, the inner workings of the business, and how to handle difficult situations. Lee Iacocca,
former CEO of Chrysler, said that listening could make "the difference between a mediocre company and a
great company," and good listeners hold higher-level positions and are promoted more often. Therefore,
listening, as an executive, is a vital component of their success and, ultimately, the company's success.
3. What arguments could you give for or against the idea that body language is a science with principles
that can be interpreted accurately by specialists? (L.O. 1.3)
ANS: Body language could be considered to be a science with principles that can be interpreted accurately
by specialists. Linguistics, kinesics, and semiotics are among the disciplines that attempt to observe and
describe gesture and other forms of nonverbal communication. Furthermore, bioenergetic therapists read
posture, gestures, and expressions to diagnose clients and then treat them. For example, Dr. Paul Ekman
has conducted research classifying facial expressions. He believes that some expressions, such as those
indicating anger and happiness, are biologically universal to all humans. However, Amrozi, the Indonesian
terrorist who is known as the "Smiling Bomber," demonstrated that a smile can also signal confidence and
defiance. Another example is that while babies are unable to communicate through words, they can cry or
exhibit facial expressions to demonstrate their needs and wants, such as being hungry or being
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-4
,happy/content. Similarly, a lie detector test, which can be used as evidence in court, is based upon internal
and external body cues, such as breathing, sweating, facial expressions, and eye contact. There are,
however, also cultural differences in body language that can lead to misinterpretation. For example, sitting
cross-legged is seen as disrespectful in Japan; too firm of a handshake is viewed as aggressive in the Far
East; and northern European cultures will stand quite close and even touch others when speaking. Other
cultures may find these practices insulting, rude, or offensive. Some individuals can artificially control their
body language because they do not want to show emotion, or conversely, they can manipulate their body
language to provide a sought impression. Body language is subject to context, intent, and interpretation. It
is influenced by culture and socialization, and it differs with each individual. Body language is, simply put,
the subjective interpretation of the observer and it is open to misinterpretation and misunderstanding.
4. Consider potential culture clashes in typical business situations. Imagine that businesspeople from a
high-context culture, say, China, meet their counterparts from a low-context culture, Canada, for the
first time to negotiate and sign a manufacturing contract. What could go wrong? How about conflicting
perceptions of time? (L.O. 1.4)
ANS: Cultural differences exist and can cause significant misunderstandings. Businesspeople need to
familiarize themselves with one another's culture, customs, and traditions to avoid unfortunate situations.
Examples of things that could go wrong if Chinese and Canadian counterparts meet to negotiate and sign a
manufacturing contract include the following:
• Casual touching during greetings is acceptable to Canadians, but Chinese people are conservative and
any touching, other than handshakes, should be avoided, especially between men and women.
• Canadians maintain eye contact while speaking; the Chinese do not (again, especially between men
and women).
• Canadians like to be well informed and knowledgeable about prospects. Canadians appreciate
thoroughness and directness, while evasiveness is frowned upon. The Chinese are tough negotiators,
and directness is not considered to be a smart negotiation tactic among them. With the Chinese, yes
may not always be affirmative, and no may not always be dissenting. The Chinese also take offence to
set instructions, feeling micromanaged by this.
• Canadians believe in building relationships but tend to view personal lives as private; for the Chinese,
often their business and personal relationships blend, and many business meetings take place outside
the office, over dinner, at a nightclub, or at a karaoke bar. Meals are often sophisticated and lengthy.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-5
, In addition, gift-giving is considered by the Chinese as a method to start a friendship, but there are
acceptable and inappropriate gifts that must be defined.
• Canadians believe strongly in the concept of individualism, admiring such qualities as uniqueness, self-
expression, and independence. On the other hand, the Chinese have always been considered to be a
collectivist society, where the needs of the group are considered more important than those of a select
few. Decisions are typically made collectively, and it is frowned upon to be in the minority when
decisions are being discussed.
• When it comes to the concept of time, Canadians do not like to be kept waiting for any more than 10
to 15 minutes. If someone is going to be late for a meeting or appointment, a phone call should be
made to advise others. Chinese people are punctual and consider it an insult to arrive late to meetings.
The Chinese are less concerned with time, however, when it comes to decision making. While
Canadians may make immediate decisions, they must be patient as Chinese businesspeople may take
multiple days, numerous meetings, and even other events to determine whether a business deal or an
agreement will be accepted.
5. A stereotype is an oversimplified perception of a behavioural pattern or characteristic applied to an
entire group. For example, Germans are formal, reserved, and blunt; Americans are loud, friendly, and
impatient; Asians are gracious, humble, and inscrutable. In what way are such stereotypes harmless or
harmful? (L.O. 1.5)
ANS: To stereotype an individual or a group is to apply limited experience or knowledge of one individual,
either positive or negative, to that person's entire cultural group. Stereotyping produces labels that can be
hurtful, harmful, and emotionally damaging. Stereotyping presents an opportunity for an individual to
project their discomfort, dislikes, and biases. We need to be aware of these biases so that they can be put
aside. Stereotyping is often the worst form of patronizing behaviour. A lack of awareness and
misinformation are the foundation of many cross-cultural conflicts. To assist people in better
understanding someone from another cultural background, we often make generalizations and
assumptions that classify people by putting them into groupings that are unfamiliar to us. And while
generalizations can be helpful in the process of understanding other cultures, they become dangerous
when they result in negative stereotyping, such as developing unrealistic and exaggerated characteristics
of a group of people (i.e., all Muslims are terrorists; all Jews are rich; all Black people are excellent
basketball players). Cultural awareness begins when we understand ourselves and then learn to
understand others by practising open-mindedness and being exposed to other cultures, customs, and
traditions.
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-6
,Useful websites include the following:
www.joannamaxwell.com.au/the-dangers-of-stereotyping
www.brighthubeducation.com/middle-school-social-studies-lessons/1690-dangers-of-stereotyping
www.myplainview.com/opinion/editorials/article/The-dangers-of-stereotyping-8388435.php
Solutions to Activities and Cases
1.1 Making Job Descriptions More Specific Around Communication (L.O. 1.1)
You know from reading this chapter that solid communication skills are among the top two skills Canadian
employers are looking for. However, job descriptions don’t usually go into more detail than that—they
assume everyone knows what “excellent communication” means.
Your Task. Working individually or in teams, compile a database of people you know who work in a
supervisory/managerial role—it doesn’t matter at what type of organization. Develop a brief questionnaire
(perhaps using SurveyMonkey) in which you ask these people to be more specific about what “excellent
communication” means. For example, a question could be, “In your organization, what specific types of
writing does an entry-level employee need to know how to do? What specific types of speaking? How do
you know when an entry-level employee is not showing effective writing skills? Speaking skills?” After you
receive your answers, analyze them by looking for similarities and differences. Share your analysis with your
instructor or your class in a brief report or presentation.
ANS: Answers will vary.
1.2 Introduce Yourself (L.O. 1.1)
Your instructor wants to know more about you, your motivation for taking this course, your career goals,
and your writing skills.
Your Task. Send a professional email of introduction to your instructor. See Chapter 5 for formats and tips
on drafting emails. Include the following in your message:
a. Your reasons for taking this class
b. Your career goals (both short term and long term)
c. A brief description of your employment and your favourite activities
d. An evaluation and discussion of your communication skills, including your strengths and weaknesses
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-7
, For online classes, write a message of introduction about yourself with the preceding information. Post your
message to the class discussion board. Read and comment on the posts of other students. Think about how
people in virtual teams must learn about each other through online messages.
Alternatively, your instructor may assign this task as a concise individual voice-mail message to establish
your telephone etiquette and speaking skills.
ANS: This exercise is an excellent way to assess students' skills and, at the same time, get to know them.
Don't grade this assignment but be sure to write a friendly comment on all papers or send friendly email
replies to demonstrate that you have an interest in them as students and as individuals.
1.3 Research New Trends in Business Communication (L.O. 1.1)
To exploit all the opportunities in today’s workplace, you need to know what the newest trends are and
what technologies are available.
Using the Internet and your library’s research databases, as well as conversations with people you know
that are working, find five current communication trends or emerging communications technologies in your
local area. For example, are people using an internal messaging system like Slack at work? Have they been
offered the choice to work remotely?
Report the results of your research in a professional email to your instructor, or in a brief professional
presentation to your class.
ANS: Answers will vary. Most students should discover that many organizations are using social media and
online collaboration tools such as those mentioned in this text, and that many people are working fully
remotely or hybrid remotely.
1.4 Small-Group Presentation: Introduce Each Other (L.O. 1.1, L.O. 1.2)
Many organizations today use teams to accomplish their goals. To help you develop speaking, listening, and
teamwork skills, your instructor may assign team projects. One of the first jobs in any team is selecting
members and becoming acquainted.
Your Task. Your instructor will divide your class into small groups or teams. At your instructor’s direction,
either (a) interview another group member and introduce that person to the group or (b) introduce yourself
Copyright © 2025 Cengage, Guffey/Almonte, Essentials of Business Communication, 11CE, Solutions Manual 1-8
