Question: you returned to your office after going to lunch you...
You returned to your office after going to lunch. You asked your assistant if you had received any calls while you were out. Your assistant handed you five phone messages. You said, “Thank you” and walked back to your office. You logged on to your computer and found you had 35 unread emails. You opened a message from a supplier asking if you were free at 4:00 p.m. for a conference call. You responded with a one-word reply: “Yes.” As you clicked “Send,” you received a text message from your supervisor asking whether you could join her in the conference room, and Kim, one of your best employees, approached you looking upset. You said to Kim, “Please come in, and close the door behind you.” She told you that one of your most important customers had just called and was unhappy.
(1)In the preceding scenario, in what instances were you the message receiver? Check all that apply.
- When you responded to the supplier
- When you got an email from your supplier
- When you asked your assistant if you had received any calls
- When your employee approached you looking upset
- When your assistant handed you the phone messages
(2) In the preceding scenario, when you noticed that Kim looked upset you were
- Determining the objective of the communication situation
- Interpreting a message she was sending you
- Considering the legal implications of the situation
- Choosing a medium to convey your message
Read the scenario and select the best response to the question that follows.
Jason has been a store manager for a large retailer for the last five years. He identifies an opportunity to reduce costs and takes the initiative to suggest an innovative idea to his supervisor.
(3) What emotional intelligence competency is Jason demonstrating?
- Social Awareness
- Relationship Management
Read the scenarios and answer the questions that follow.
You work as an accounting intern for a software developer. You have just been asked to review the company’s accounts receivable (AR) process to look for areas where efficiency and accuracy might be improved. Your background in bookkeeping and your accounting courses have prepared you well for this task.
As you begin to review the AR process, you immediately recognize a potential weakness in the system. At your previous job, your company had a similar error, which made it possible for one of your coworkers to embezzle money undetected.
Since you have high ethical standards and you know your company managers would like to know about the weakness as soon as possible, you decide to report the problem immediately. You write a memo explaining the problem and recommending immediate action.
Before leaving the office at the end of the day, you email your supervisor and the CEO and attach the memo reporting the problem. By the time you reach home, you have received a text message asking you to come into the office early the next day to meet with the CEO.
(4) In the preceding scenario, which of the following best describes the audience?
- Your supervisor and the CEO
- The CEO and then you
- Your supervisor and the CEO, and then you
Leanne works as a client manager in a small firm that helps individuals manage their online reputations. As a client manager, Leanne works with a team of coworkers who all have different but equal roles ranging from technical and research jobs to client communications.
Yesterday the CFO left Leanne a voice message letting her know that his friend Carl, a freelance writer, is interested in improving his online presence. The CFO said that Carl would be contacting Leanne and her team of coworkers very soon. In preparation for their interactions with Carl, Leanne reviewed Carl’s website and asked one of the researchers to gather some preliminary information on Carl’s social networking profiles.
Later, Leanne was reviewing the information on Carl while drinking coffee in the break room. One of her supervisors noticed the name on the file Leanne was reading. The supervisor noted that he knew Carl and mentioned that he could sometimes be a little difficult to work with.
(5) The information Leanne received from her supervisor in the break room while drinking coffee is an example of
- the grapevine
- downward communication
- formal channels
You are part of the marketing team in a large organization. The vice-president from each division of the company has selected an employee to represent his or her division on a committee charged with recommending cost reduction strategies. The president of the organization sends a companywide email stating that you have been selected to serve on the committee and asking you to lead your peers through the process.
You forward the president’s email to the eight committee members to arrange your first meeting. Prior to the first meeting you hear from one of your colleagues in the Finance Division that a few of the employees in her division think the new committee is designed to pit departments against each other.
(6)As the leader of this committee, what lateral communication challenge do you face?
- You must work to build strong relations with your employees
- You must influence others without managerial authority
- You must convince your supervisor to listen to your ideas