Question & Answer

1.      : What should Clarke do now to try to recover from the negative impact of his e-mails? Suggest specific steps.

1.      : How do you think Clarke should have communicated his concerns about the information link? Why?

1.      : What is the underlying communication mistake in this case? Why do you think Howard Clarke sent those e-mails?

1.      : Create a new position at the firm that will allow Farhad to do the reports and reconciliations for several account managers, freeing the account assistants to concentrate on public contact work. Make it clear that he will have little chance of future promotion unless his English improves markedly.

1.      : Place Farhad with a more sympathetic account manager who is open to finding ways to help him improve his English and has the time to help him develop his assertiveness and telephone skills. Send Hazel Putnam to diversity awareness training.

1.      : Agree with Hazel Putnam. Despite your personal feelings, accept that Farhad Hamidi is not capable of carrying out the accountant assistant’s responsibilities. Make the break now, and give him his notice on the grounds that he cannot carry out one of the key stated job requirements. Advise him that a position that primarily involves paperwork would be a better fit for him if he doesn’t improve his speaking skills.

1.       : Describe specific ways that you might incorporate Twitter into an organization’s communication with customers. How about with employees?

1.       : Suppose that you manage an employee who is spending too much time using personal social media at work. As a consequence, he has missed three important deadlines in one week. You are planning a face-to-face conversation to address this performance problem and your goal is to communicate with candor. Using “I” statements as described in this chapter, how would you begin this conversation?

1.       : If you were asked to design a training program to help managers become better communicators of vision, mission, and values, what would you include in the program?

1.       : Assume that you manage a small online business that sells herbal supplements. Without your knowledge, a disgruntled employee has posted damaging information about your company on the company’s public social media site, including false information about dangerous ingredients in your best-selling supplement. What specific steps would you take to minimize the impact of this crisis?

1.       During times of significant organizational change, such as downsizing or a pandemic, the grapevine becomes more active as anxious employees share organizational news and rumors. As a manager, what communication strategies would you employ during a time of uncertainty in the workplace? What are the advantages and disadvantages of gossip during a time of uncertainty?

1.       : Some senior managers believe they should rely on written information and computer reports because these sources yield more accurate data than do face-to-face communications. Do you agree? Why or why not?

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1.       : One small business owner said that he had to teach his young employees what a “dial tone” was. Do you have phone aversion? Do you think it is possible to build a solid business relationship with customers using only text messaging, e-mail, and social media?

1.       : Lana Lowery, a regional manager for a 100-person inside-sales team, notices that the team’s best performer is struggling. Her sales are down 20 percent from a year ago, and she frequently arrives late for work, looking upset. Lowery needs to find out why her performance is suffering. What advice would you give Lowery for communicating with this employee? Which communication channel should she use? What would be the relative importance of candor, listening, and asking questions? Explain.

1.       : What are the characteristics of an open communication climate? Describe the organizational benefits of managers cultivating an open communication climate.

: Describe the manager’s role in using social media and personal networks to improve organizational communication.

: Explain how factors such as creating an open communication climate, the choice of communication channels, candor, questions, and nonverbal communications influence the quality of communication.

: Discuss the importance of purpose-driven communications, including vision and mission and ways to persuade and influence others.

: Explain why communication is essential for effective management.

Jake is a retired jockey who takes monthly trips to Las Vegas to gamble on horse races.  Jake also trains race horses part time at his Louisville ranch.  So far this year, Jake has won almost $47,500 during his trips to Las Vegas while spending $27,250 on travel expenses and incurring $62,400 of gambling losses.  Jake also received $60,000 in revenue from his training activities and he incurred $72,000 of associated costs.  Explain how Jake’s gambling winnings and related costs will be treated for tax purposes.  Describe the factors that will influence how Jake’s ranch expenses are treated for tax purposes.

Explain why an employee should be concerned about whether his employer reimburses business expenses using an “accountable” plan? 

How might the reimbursement of a portion of an employee expense influence the deductibility of the expense for the employee?

When is the cost of education deductible as an employee business expense?

Explain why the cost of commuting from home to work is not deductible as a business expense.