Chapter 1: Issues and Trends in Personal Communication.

Question 1

What is the link between effective business communication and personal career success?

Answer 1

Effective business communication can empower individuals, leading to promotion and success. It helps build credibility, uphold standards of accountability, and influence opinions and perceptions crucial to an organization’s competitiveness, productivity, and success.

Question 2

What are the two key aspects of professionalism?

Answer 2

Professionalism involves both individual behavior and teamwork, including upholding ethical standards, maintaining professional boundaries, and working effectively in teams.

Question 3

What are the three main types of workplace teams?

Answer 3

The three main types of workplace teams are functional, cross-functional, and self-directed.

Question 4

What does it mean to be professional in a workplace?

Answer 4

Being professional means conducting oneself with integrity, adhering to ethical standards, and understanding the importance of professionalism and professional boundaries in a workplace

Question 5

What are some goals and standards of ethical business communication?

Answer 5

Ethical business communication involves honesty, transparency, respect for differences, and a commitment to trust and relationship building.

Question 6

What are some strategies to safeguard personal information in the workplace?

Answer 6

Strategies to safeguard personal information include understanding privacy issues, maintaining confidentiality, and implementing security measures for data storage and transmission.

Question 7

How does digital transformation impact businesses?

Answer 7

Digital transformation applies technologies to change the way businesses operate, resulting in new ways of creating, selling, and delivering products and services.

It also involves adapting to innovations like machine learning, cloud computing, and artificial intelligence.

Question 8

What is the role of communication in innovation and productivity?

Answer 8

Communication fosters creativity, critical thinking, and collaboration skills, all of which are essential for driving growth, innovation, and productivity in businesses.

Question 9

What is the difference between soft skills and hard skills?

Answer 9

Soft skills are social, interpersonal, self-management, or language skills that complement a person’s technical abilities, while hard skills are technical know-how, tools, or techniques that equip people to work in a professional capacity.

Question 10

What are the top skills employers look for in entry-level hires?

Answer 10

The top skills employers seek in entry-level hires include
collaboration,
teamwork,
interpersonal relationship building,
communication,
problem-solving,
analytical capabilities,
and resiliency.

Question 11

What are the advantages of developing strong communication skills?

Answer 11

Developing strong communication skills leads to enhanced problem-solving and decision-making, increased efficiency, workflow, and productivity, and improved professional image, business relationships, and group dynamics.

Question 12

What is professionalism and professional boundaries?

Answer 12

Professionalism refers to the conduct, behavior, and attitude expected from someone who is trained and skilled in a particular profession.

Professional boundaries are the limits that help maintain a healthy working relationship and protect both the professional and the client or colleague from potential harm or misconduct.

Question 13

What are ICTs?

Answer 13

information and communication technologies (ICTs):

Technologies, such as mobile phone systems and
the Internet, used for transmitting, manipulating, and storing data by electronic means

Question 14

Define Communication

Answer 14

A transactional and relational process involving the meaningful exchange of information

Question 15

According to a 2016 survey, what capability was ranked second most important for entry-level job candidates by Canadian hiring managers?

Answer 15

Communication skills.

Question 16

Who is Terry Matthews, and what qualities does he believe are important for corporate success?

Answer 16

Terry Matthews is the founder and chairman of Wesley Clover, a private equity and investment management firm. He believes that hard work ethic, creativity, and good communication skills are important for corporate success.

Question 17

Why do businesses across North America spend billions on communication training?

Answer 17

Businesses spend billions on communication training because employees can spend up to 80% of their workday engaged in oral and written communication.

Moreover, companies with effective communication often outperform their less communication-savvy competitors.

Question 18

What skills does the Conference Board of Canada argue are necessary for progress in the work world?

Answer 18

The skills necessary for progress include:

reading and understanding information in many forms

speaking and writing to command attention and promote understanding,

actively listening and appreciating other points of view,

using scientific and technological skills to clarify ideas,

sharing information via a range of technologies, managing information by gathering and organizing it

, and applying and integrating knowledge and skills from other disciplines.

Question 19

What are the advantages of developing the skills mentioned by the Conference Board of Canada?

Answer 19

The advantages of developing these skills include enhanced problem-solving and decision-making, increased efficiency, improved workflow and productivity, and improved professional image, business relationships, and group dynamics.

Question 20

What is the “Knowledge Economy”?

Answer 20

The Knowledge Economy refers to an economy where information is a valuable commodity and the production is based on knowledge or intellectual capital. Workers in this economy create idea-based products such as software, consulting and financial services, music, design, or pharmaceuticals.

Question 21

Who is Richard Florida and what is his view on economic progress?

Answer 21

Richard Florida is an urban studies theorist and director of cities at the Martin Prosperity Institute at the University of Toronto’s Rotman School of Management. He believes that creativity is the driving force of economic progress and the source of competitive advantage.

Question 22

What is “big data analytics” and how is it used in business?

Answer 22

Big data analytics is the practice of collecting, analyzing, and comparing large data sets, and identifying patterns in them to better understand consumer preferences, forecast trends, and attune strategies, products, and services.

It is commonly used in various aspects of business, including marketing, customer-relationship management, and human resources.

Question 23

What is a “Risk Society” and what are some examples of risks in ICTs?

Answer 23

A “Risk Society” is a term used to describe a society that is characterized by unprecedented modernization and globalization, leading to unprecedented risk. Examples of risks in Information and Communication Technologies (ICTs) include piracy, cyberwarfare, and identity theft.

Question 24

What is the Breach of Security Safeguard Regulations in effect as of November 1, 2018?

Answer 24

The Breach of Security Safeguard Regulations require companies to report breaches to the Privacy Commissioner in writing.

The report must specify the nature and cause of the breach, the time/date/period of occurrence, the type of information breached, the number of people affected, an account of how they have been informed of the breach, and actions taken by the company to reduce the risk of harm to those affected.

Question 25

What is Corporate Social Responsibility (CSR) and what are the core values related to particular areas according to the UN Global Compact (UNGC)?

Answer 25

Corporate Social Responsibility (CSR) is a company's voluntary contributions to sustainable development through the support of non-profit organizations and/or the creation of socially conscious corporate policies. According to the UNGC, the core values related to particular areas are human rights, labor standards, the environment, and anti-corruption.

Question 26

What is "sustainable development" and what can sustainability reporting accomplish?

Answer 26

Sustainable development is economic development that maintains natural resources for future generations and recognizes the relationship between economic, social, and environmental issues. Sustainability reporting can strengthen the link between a company and its stakeholders, boost financial performance, showcase production efficiency, increase the company's appeal to socially responsible investors, build industry credibility, set an example, and enhance company reputation.

Question 27

What factors have contributed to the world's economy becoming increasingly global since 2000?

Answer 27

The key factors include web browsers promoting connectivity and the free flow of information, software and communication platforms promoting wider cooperation, open-source software, outsourcing and offshoring, and digital, virtual, mobile, and personal "amplifiers" like smartphones and WiFi.

Question 28

Why is effective communication crucial in the globalized business structure?

Answer 28

Effective communication is key for exploring new and emerging markets, negotiating, buying and selling overseas, marketing products, and entering into joint ventures. It's also vital for communicating across cultural differences, time zones, language barriers, and exercising intercultural sensitivity.

Question 29

What is "the diversity advantage" as referred to by RBC Financial Group?

Answer 29

The diversity advantage is the practice of capitalizing on talents, expertise, creativity, and strengths across diverse groups within a company to obtain greater productivity and competitive advantage.

Question 30

What is the definition of "diversity" in a business context?

Answer 30

Diversity refers to differences among people with respect to gender, race, ethnicity, age, sexual orientation, religious belief, and physical ability, which are acknowledged, valued, and celebrated in today's workplaces.

Question 31

Who are referred to as millennials and Gen Z, and what are their work preferences?

Answer 31

Millennials refer to individuals born between 1981 and 1996, and Gen Z refers to those born 1997 or after. Their work preferences include financial rewards and benefits, flexible hours, work-life balance, ongoing learning, coaching and real-time feedback, work that allows them to develop their strengths, and having access to all workplace information that they perceive to be relevant.

Question 32

What is the "gig economy"?

Answer 32

The gig economy is a labour market characterized by a high number of freelance and contract jobs.

Question 33

How has technology facilitated teamwork in the business world?

Answer 33

Innovations in information technology and mobile communications have made it possible for employees to be part of globally distributed teams and virtual project teams, eliminating time and space barriers and providing quality, low-cost solutions to organizational problems.

Question 34

What are "disruptive technologies" as defined by Clayton Christensen?

Answer 34

Disruptive technologies are affordable, accessible products and services that start at the bottom of the market then move up to displace established competitors and make some existing products and services obsolete.

Question 35

What is Industry 4.0?

Answer 35

Industry 4.0, also known as the fourth industrial revolution, is transforming the world of manufacturing through new forms of automation and data exchange as well as machine learning. It brings us closer to a fully digitized society, complete with smart home security systems, "smart factories", cyber-physical system integration, and blockchain record-keeping technology.

Question 36

What is the role of social networking sites in Canadian workplaces?

Answer 36

Social networking sites like Facebook, Twitter, LinkedIn, etc., have transformed communication, relationships, and marketing across Canadian workplaces. They offer platforms to share information, build trust, promote corporate values, and aid in marketing efforts.

Question 37

What is Web 3.0 and how is it expected to transform businesses?

Answer 37

Web 3.0 encompasses AI technology, social media, the semantic web, and the Internet of Things. It promises the unprecedented ability to connect and communicate with customers and capture real-time data about their online activities, useful for sales, marketing, and product development.

Question 38

What are the different types of business-related mobile apps and their uses?

Answer 38

Mobile apps for businesses fall into two categories: Business-to-business (B2B) apps support internal business processes, while Business-to-consumer (B2C) apps fulfil needs for content, marketing, and services. They boost productivity and include note-taking, business-planning, file-syncing, scheduling, and virtual personal-assistant apps.

Question 39

What is the attention economy?

Answer 39

The attention economy refers to an economic system centered on seeking and receiving attention from others. Businesses must manage information strategically to attract attention, as it has become a new currency.

Question 40

What is the share (or peer) economy?

Answer 40

The share economy is based on the idea of collaborative consumption or sharing through network technologies, with a shift in consumer values from ownership to access. It's seen in services such as Airbnb, Lyft, and TaskRabbit.

Question 41

What is Indigenomics?

Answer 41

Indigenomics refers to the efforts of Indigenous peoples in Canada to build their future and improve their communities through equity ownership, environmental planning, and procurement. It emphasizes collectiveness, community development, and foundations in Indigenous knowledge.

Question 42

What is a territorial acknowledgement?

Answer 42

A territorial acknowledgement is a statement that recognizes the traditional territory of the Indigenous Peoples who inhabit or once inhabited the land on which an event happens or people have gathered. It shows respect for and recognition of Indigenous Peoples.

Question 43

How can a land acknowledgement be constructed?

Answer 43

A land acknowledgement can be constructed by 1) naming the Indigenous territory you are on, 2) explaining why you are acknowledging that land, 3) speaking to the relevance of Indigenous rights to the event, and 4) incorporating these elements into a meaningful statement.

Question 44

What is a distraction econonmy?

Answer 44

An economic system centred on drawing people’s (particularly consumers’) attention away from one source and to another source.

Question 45

What is professionalism and how can it be demonstrated?

Answer 45

Professionalism is the act of being professional, which requires demonstrating the competence and/or skill expected from a professional. It can be shown through putting clients first, maintaining confidentiality, and using knowledge for honest, legal, and ethical purposes.

Question 46

What does becoming professionalized mean?

Answer 46

Becoming professionalized isn't about appearances, it's about standing out as someone who can act decisively and knowledgeably, adapt to new situations, and add value to an organization through high-quality work.

Question 47

How is professionalism embedded in the workplace?

Answer 47

Professionalism is embedded in every aspect of the workplace, including its systems, structures, rules, and procedures. An organization's policies, mission statement, codes of conduct, training manuals, and communication standards make professionalization a priority.

Question 48

What are the benefits of professionalism for individuals and organizations?

Answer 48

For individuals, professionalism can lead to higher status and authority. For organizations, professionalism can reduce risk of conflict and error, improve workflow, the quality and conditions of work life, and the customer-client experience, enhancing a company’s efficiency, productivity, competitiveness, and reputation.

Question 49

What is an "authentic organization"?

Answer 49

Authentic organizations aim to foster creative, innovative environments that will attract top talent and thereby bring meaning and engagement back to the workplace. They encourage employees to be their best selves by valuing and nurturing their perspectives and differences in attitude.

Question 50

What is employee engagement?

Answer 50

Employee engagement is about harnessing an employee’s “self” to their work role in a way that makes the employee not just attentive to the role but fully immersed in it. Engaged employees boost organizational performance and increase revenues.

Question 51

What are professional boundaries and why are they important?

Answer 51

Professional boundaries define the roles and responsibilities of employees in the workplace. They help employees work safely, comfortably, and productively, establishing what is expected of them and what they can rightfully say “yes” and “no” to. Recognizing and respecting boundaries helps people work together more effectively and build an environment of transparency.

Question 52

What are some examples of unprofessional behavior?

Answer 52

Unprofessional behavior can include gossiping about colleagues, bullying and intimidating colleagues,using cliques to ostracize certain colleagues, using profane language, ignoring messages or responding to colleagues inappropriately, sabotaging a colleague’s efforts, blaming a colleague unfairly for a mistake, or not acknowledging a colleague’s presence or contribution.

Question 53

How can professionalism be measured?

Answer 53

Professionalism can be measured through self-reflection and self-regulation, evaluations, reactions, and feedback from colleagues, managers, and other stakeholders, awards, merits, and citations, and acceptance into professional associations and accrediting bodies.

Question 54

FIGURE 1.1 Skills and Qualities that Indicate Professionalism

Answer 54

Question 55

What are some of the different types of teams?

Answer 55

Question 56

FIGURE 1.2 Types of Teams

Answer 56

Question 57

FIGURE 1.3 Principles and Boundaries for High-Performing Teams

Answer 57

Question 58

What is a team and how does it differ from a work group?

Answer 58

A team is a specific type of group whose members have complementary skills and work toward a common mission or goal. Teams are different from work groups as they focus on the collective production of a product rather than individual accountabilities and goals.

Question 59

Why are teams an essential feature in organizations?

Answer 59

Teams are essential in organizations due to their capacities in accomplishing projects too large or complex for individuals, forming bonds and a sense of community, proposing and evaluating solutions to organizational problems, and facilitating innovation.

Question 60

How can the performance of a team be measured?

Answer 60

Team performance can be measured in terms of three dimensions: quantity, quality, and satisfaction.

Question 61

What is team performance?

Answer 61

Team performance refers to the degree to which teams meet objectives for time, quality, and cost. High-performance teams establish a record of working well together and succeeding according to these objectives.

Question 62

What is essential for a high-performing team?

Answer 62

For a high-performing team, it's essential to create an environment that encourages open, respectful sharing of ideas and deals with conflict fairly and supportively. All team members should recognize the decision-making model and understand who makes decisions and how others are involved

Question 63

FIGURE 1.4 The Four Stages in Team Development

Answer 63

Question 64

What are some of the models for guiding the decision-making process in teams?

Answer 64

Some models for guiding the decision-making process in teams include unilateral decision-making by the team leader, decision-making by the team leader with input from team members, decision-making through delegation to team members, decision-making through a consensus model with input from all members, and decision-making through a majority-rules model.

Question 65

What are the specific requirements for effective consensus decision-making in teams?

Answer 65

Effective consensus decision-making in teams requires a commitment to hearing and understanding the positions of all members, a willingness to change viewpoints to strengthen the team position, and a general acceptance that the decision reached through the collaboration and co-participation of team members is the best one.

Question 66

How should conflicts in teams be managed to improve team performance?

Answer 66

Conflicts in teams should be managed with co-operative approaches, viewing conflict as a mutual problem rather than a clash of interests, expressing ideas without animosity, listening carefully to others, combining ideas for creative solutions, avoiding competition, developing a sense of team identity, encouraging active participation, having confidence in overcoming difficulties, and focusing on common goals.

Question 67

What are virtual teams and what challenges do they face?

Answer 67

Virtual teams use technology to overcome differences in space, time, and sometimes outlook in order to work together to achieve project and enterprise goals. Challenges include difficulty in using informal communication approaches, picking up on non-verbal cues, lacking contextual information typically shared among team members, and a higher likelihood of misunderstandings.

Question 68

What are some strategies to improve communication in virtual teams?

Answer 68

Strategies to improve communication in virtual teams include promoting communication frequency, ensuring communication predictability, encouraging responsiveness, providing clarity, choosing the appropriate mode of communication, and using online collaboration tools effectively.

Question 69

What is the implication of every document (letter, e-mail, or report) in a business context?

Answer 69

Every document is a contract acceptable as evidence in a court of law. Signing a letter means agreement to its content, making promises and agreements legally binding.

Question 70

What are business ethics?

Answer 70

Business ethics are the socially accepted moral principles and rules of business conduct that stipulate employees should "do the right thing" in regards to relationships with stakeholders and the administration of products and services

Question 71

What is the significance of corporate codes of ethics?

Answer 71

Corporate codes of ethics, which uphold values such as honesty, integrity, fairness, social responsibility, accountability, and respect, guide managers and staff on how they should behave. They promote a business culture of ethical conduct.

Question 72

What are some benefits of ethical business conduct and communication?

Answer 72

They create a marketplace advantage, enhance employee performance, promote a strong public image, prevent legal challenges, save in legal fees, and can provide incentive for leniency in legal proceedings.

Question 73

What are some common rationalizations for ethical lapses?

Answer 73

These include the safety-in-numbers rationalization, the head-in-the-sand rationalization, the between-a-rock-and-a-hard-place rationalization, the it’s-no-big-deal rationalization, the entitlement rationalization, and the team-player rationalization.

Question 74

What is the safety-in-numbers rationalization?

Answer 74

The safety-in-numbers rationalization: the belief that such behaviour is excusable or guaranteed immunity

Question 75

What is the head-in-the-sand rationalization?

Answer 75

The head-in-the-sand rationalization: the belief that remaining silent about wrong doing will make it go away, or fear that taking action to correct it will be seen as “rocking the boat.”

Question 76

What is the between-a-rock-and-a-hard-place Rationalization?

Answer 76

The between-a-rock-and-a-hard-place rationalization: the belief that a positive or favourable outcome justifies any means said to be necessary, even if they are unethical.

Question 77

What is the it's-no-big-deal rationalization?

Answer 77

The it’s-no-big-deal rationalization: an attempt to excuse wrongdoing as unimportant and minimize its consequences

Question 78

What is the entitlement rationalization?

Answer 78

The entitlement rationalization: self-deception based on the argument that one is entitled to break the rules and be free from consequences.

Question 79

What is the team-player rationalization

Answer 79

The team-player rationalization: the reluctance to expose or confront colleagues about their wrongdoing out of fear that it will harm professional relationships and career advancement (also known as the yes-man syndrome

Question 80

Here are some tips for becoming a good and ethical corporate citizen

Answer 80

Tell the truth Avoid language that attempts to evade responsibility Don’t suppress or de-emphasize important information, including information that the public deserves to know or that people need to do their jobs. Offer good value for money Be timely in your communication Consider your obligations. Show respect and consider ideals and impacts. Avoid libel Distinguish between fact and opinion Use a layout that doesn’t hide information Know what you can and cannot disclose to certain parties. Be especially careful communicating online Don’t claim authorship of documents you have not written

Question 81

What is libel?

Answer 81

Libel is a false published statement that is damaging to a person’s reputation.

Question 82

Why is it important to differentiate between fact and opinion in business communication?

Answer 82

Differentiating between fact and opinion allows readers to understand the difference between conjecture and verifiable facts. Passing off an opinion as a fact is misleading and unethical.

Question 83

Why is it important to be careful while communicating online in a business context?

Answer 83

Online communication, such as e-mail and text messages, can be forwarded and seen by unintended recipients. It's crucial to not electronically send anything one wouldn't want employers, colleagues, friends, or the public to see.

Question 84

What are the consequences of plagiarism in business communication?

Answer 84

Plagiarism can lead to serious repercussions. It's important to always acknowledge sources by using quotation marks, notes, and/or citations.

Question 85

What is the definition of "privacy" according to legal scholar Alan Westin

Answer 85

Privacy, according to Alan Westin, is “the claim of individuals, groups, or institutions to determine for themselves when, how and to what extent information about them is communicated to others.”

Question 86

What is the Privacy Act in Canada?

Answer 86

The Privacy Act in Canada explains how federally regulated public bodies can collect, use, and disclose individuals’ personal information.

Question 87

What does PIPEDA stand for and what does it regulate?

Answer 87

PIPEDA stands for the Personal Information Protection and Electronic Documents Act. It applies to commercial transactions in the private sector and organizations that are federally regulated in Canada.

Question 88

What is considered "personal information" according to PIPEDA?

Answer 88

According to PIPEDA, “personal information” includes a person’s name, age, ID numbers such as a Social Insurance Number (SIN), income, ethnic origin, bank account number, credit records, loan records, transaction histories, tax returns, medical records, employee personnel files, and even voiceprints and fingerprints.

Question 89

What are the ten criteria that organizations must meet according to PIPEDA's privacy principles

Answer 89

The ten criteria are: provide accountability, identify their reason for collecting personal information, gain valid consent, collect only necessary information, use the information for the intended purpose only, maintain the accuracy of the information, provide safeguards, inform individuals of what the information will be used for, give individuals access to their information, and develop straightforward procedures for complaints.

Question 90

What does Canada’s 2015 Digital Privacy Act require organizations to do?

Answer 90

Canada’s 2015 Digital Privacy Act requires organizations to notify affected individuals when a privacy breach has occurred and poses significant harm.

Question 91

What are some steps organizations can follow to ensure they meet privacy standards?

Answer 91

Steps include learning about relevant privacy legislation, identifying what constitutes “personal information”, obtaining consent for the collection, use, and disclosure of personal information, being accountable for the personal information collected, understanding service-related privacy agreements, adjusting privacy settings on all business devices, and being mindful of the full listening capabilities of smart speakers.

Question 92

Why might an employer need to infringe on employee privacy?

Answer 92

Employers may need to infringe on employee privacy to ensure that work is being done properly, manage pay and benefits, and maintain the security of company premises and equipment. However, this need must be balanced with employees’ rights to privacy.