Reggie Blanchard’s delivery van was recently totaled when someone ran a stop sign and struck the van. The other person’s insurance company is going to pay Blanchard for the damages to his van, and for a week now Blanchard has been looking at new vans while he temporarily leases one. The following scenario transpired when Blanchard talked to Kelly, a salesperson who tried to sell him a new van. Kelly: Yes, sir, may I be of service to you? Blanchard: I recently lost my delivery van in an accident. I am temporarily leasing a van, so I would like to get one as soon as possible. Kelly: What kind of van did you have? Blanchard: A 1997 one like this (pointing to a low-priced van). It had low mileage and was in great shape. Kelly: I know how you must feel. It is discomforting to lose a service van like that. And then you really don’t get enough money from the insurance company to buy a van just like the one you had, do you? Blanchard: Yes, sir, that’s exactly right. Kelly: How did the accident happen? Blanchard then proceeds to explain how the other person ran the stop sign and demolished the passenger side of his van, and as he does this, Kelly nods his head in agreement with Blanchard’s every word. Kelly: That sorry old soul must have had mud in his eyes not to have seen you in that intersection. Blanchard: Ha, ha, I guess you’re right. Kelly: Well, now don’t worry, because you’ve come to the right place at the right time. We’re making good deals on all this year’s models to be ready for the shipment of next year’s vans due any week now. Blanchard: That sounds good. Let me ask you, how much for this one? Kelly: Well, these models are going like hotcakes. They’re excellent vehicles and the prices are outstanding for the quality in the van. I can let you have this one for $37,000. Blanchard: I hate to say it, but that seems a little high for this model. Kelly: Oh, but this van has some great features, including our consumer protection package for $1,970 [smiling]. This includes paint treatment, a sound shield underneath the van, and a three-year rust prevention guarantee. It also includes a membership in our motor club plan, which has some excellent benefits for businesspeople. This last sentence was spoken while Kelly put his hand on Blanchard’s shoulder. Blanchard: Is that so? Kelly: How much are you looking to spend? Blanchard: I’m not exactly sure, but judging from what the book value of my old van is, and the amount of the notes I was paying on it, I’d like to spend not much more than $30,000. Kelly: Well, like I say, I can give you this van for $37,000. We’ve already lowered the sticker price by $2,500. It normally sells for $39,500 [pause]. If you can spend $30,000 then $7,000 more won’t add that much to your payment. Besides, we’re the only dealer in town that offers the consumer protection plan, and we feel that the benefits far outweigh the cost. It’s a steal, I tell you. Blanchard: Oh well, in that case I guess $37,000 is fairly reasonable. Let me think about it, but it sounds good. Required: 1. What negotiation style did Kelly use to move Blanchard toward this sale? 2. List some things Blanchard could do to improve his own position at the beginning of the negotiation. 3. Discuss some negotiation strategies that Blanchard should have used as the negotiation proceeded.
> What would be the possible advantages and disadvantages of negotiating during a luncheon engagement?
> What are the three guidelines regarding time limits? Explain why they are important.
> Explain the difference between Least Acceptable Outcome and Maximum Supportable Outcome. Give an example of each.
> When should a leading question be asked? Give an example where such a question would be appropriate. What is a rhetorical question and how may it be used?
> Briefly explain each of the strategies of conflict resolution as presented in Figure 10-3.
> What are two possible causes of felt conflict?
> Why can undetected latent conflict be potentially dangerous? Give a specific example.
> What are the four axioms of conflict according to Watkins? How is each related to communication?
> Add several other principles to the list of communication principles that are necessary for a win-win strategy.
> Give an example of a situation where two written messages on the same topic may have to be different to meet the needs of two different audiences.
> Give an example in which selective attention has resulted in a conflict.
> Give examples of major differences between two cultures that would seem to contradict the universality myth.
> React to this statement by an international businessperson: “I’m trying to bring some conveniences and comforts and some progress to these people. If they want these things, they are going to have to do business my way and on my terms.”
> Do you believe the global village concept has been realized? If you do, why? If you don’t, given the nature of developments in the world today, do you have an idea of when we might see the fruition of the global village concept?
> Compose two questions for each of the three types of questions discussed in this chapter.
> During the next few days, watch for signs of nonverbal leakage of deception on television.
> Over the next few days, observe and compare the differences, if any, between the sitting behaviors of men and women in public situations (for example, in offices, classrooms, or public transportation).
> Evaluate an artificially crowded situation (for example, a classroom, a waiting room, or public transportation). What have people done to mark their territory? How effective has that been?
> Give examples where you would use casual listening, factual listening, and empathic listening.
> According to the discussion presented in this chapter, what is the difference between interactive and active listening?
> Provide an example where you or someone else probably lacked the willingness to listen.
> Provide an example where you detoured or debated while listening.
> Provide at least one example (other than those in the text) for nonverbal signals showing complementing, accenting, and contradicting.
> If possible, observe the nonverbal signals of two individuals at opposite ends of the same organization as they interact with each other and with their closest peers. As you do so, what differences do you note in terms of gestures, smiling, movement, and
> What is the difference between hearing and listening?
> ServeNow is a grocery store chain that has seven stores in the southeastern United States. ServeNow’s strategy is to target smaller towns (under 50,000 population) so it can become the dominant store in the area. The chain is headquartered in the largest
> Stacy Rollins was pensive as she waited for her interview with an investment banking firm. She felt well prepared because she had summarized all of her critical information into her résumé, which had been reviewed by her business communication professor
> Jesse Matthews sat in his office with a puzzled look on his face. He had received a Word file from Ellen Linares, a report that was to be presented to upper management in the morning. Ellen’s e-mail message said, “The report is attached. Please let me kn
> You are a human resources training specialist working for a large automaker. Your company will soon complete construction of a plant in Sonora, Mexico. This plant will specialize in the production of your very popular subcompact, the Chaperone. Initially
> A $245 million stretch of blacktop intended to be the signature goodwill gesture from the American people to the Indonesian survivors of the 2004 tsunami instead became a parable of the problems of Aceh Provinces recovery. Construction of the 150-mile ro
> Develop a questionnaire containing at least 10 statements about typical ethical dilemmas faced by businesspeople. Use “agree__disagree__undecided__” as response options. Possibilities might include “It is acceptable for an American businessperson in a fo
> Cedar’s Furniture and Appliance is a chain of five stores, two located in Youngstown, two in Akron, and one in Cleveland. Cedar’s main office is in Akron. Jane Pyle is the office manager at the main office. She supervises four word processing operators.
> Cedar’s Furniture and Appliance is a chain of five stores, two located in Youngstown, two in Akron, and one in Cleveland. Cedar’s main office is in Akron. Jane Pyle is the office manager at the main office. She supervises four word processing operators.
> Jamal Wright arrived at the office a bit late on Monday morning, around 9:45. He had been invited to speak at the Miami Chamber of Commerce breakfast as the chief operating officer for InterWorld Traders, an international shipping service. His topic, iro
> Rachel was very irritated as she entered the premises of Gant Publishing Company. She was one of their more successful authors of romance novels, a series that, although far from best sellers, had benefitted Gant Publishing consistently in the past. She
> List some linking devices that may be used to develop coherence in a paragraph. Give an example of each.
> Julie D’Souza was a recent hire of Mantle Data, Inc. She was distressed as she walked toward the office of her supervisor. She had experienced some strange interactions with one of her male coworkers and felt compelled to say something about it. Dana Kil
> John Holgate, a section manager in a chemical plant, has several engineers reporting to him. As part of his job, Holgate attends meetings during any given day with some of his junior engineers as well as with people outside his immediate group. Occasiona
> John Holgate, a section manager in a chemical plant, has several engineers reporting to him. As part of his job, Holgate attends meetings during any given day with some of his junior engineers as well as with people outside his immediate group. Occasiona
> Kay Kern is the director of the corporate safety department for a large, multiplant manufacturing company in the Midwest. The company has six major manufacturing plants, and each has its own industrial nurses. Twice a year, Kern has individual formal int
> Samuel Jones has worked diligently for his supervisor, Donnell, during the past three years in the accounting department of a local bank. During the period, he has never been reprimanded for any of the work he has done. In fact, only recently, he receive
> Art Margulis is the 45-year-old director of marketing research for a Fortune 500 consumer products company. He joined the firm 19 years ago after he received his MBA with a marketing emphasis. Because of this technical expertise, management skills, and o
> Hanna Jenson recently applied for a position that involves supervising the work activities of a large comprehensive insurance company. She has just received a letter notifying her to report for an interview for this position in four days. The letter indi
> Bryan Kilter opened the e-mail from his Chinese supplier. It seemed to be a request to alter some of the garment patterns currently in Kilter Fashions’s standard inventory items. Bryan was becoming overwhelmed with his relationship with the Chinese garme
> Waith Manufacturing Company’s data processing department was preparing to implement a new computerized production information system at its new Madison plant. The project was divided into two parts. One consisted of the installation of a new computer net
> Assume you and two other classmates are working for a company that is about to purchase a fleet of 50 cars. The three top contenders are the Ford Taurus, the Honda Accord, and the Toyota Camry. Your group has been given the job of studying these three ca
> Compose two questions for each of the three types of questions discussed in this chapter.
> Bob Pierce, a kindly man of about 50, is the president of ABC Construction Company. The company is considered the most progressive and innovative in highway, bridge, and dam construction in the area. Pierce has served in different functional areas of the
> Bob Pierce, a kindly man of about 50, is the president of ABC Construction Company. The company is considered the most progressive and innovative in highway, bridge, and dam construction in the area. Pierce has served in different functional areas of the
> Because you are known to be a good writer, the director of human resources has asked you to put together a seminar on written communication for employees in your company who think they need help. The seminar would cover basic principles of written commun
> Team Green was ecstatic. Their analysis of the firm's latest investment projects had been chosen over the Blue and Red teams yet again, for the sixth time in a row. The competition, the brainchild of CEO Roger Cannon, had been going on for three years, o
> Veronica Sharpe, marketing manager for Diamond Communications, an outdoor advertising company, arrived in the boardroom for her teleconference with Brad Jones, a potential client. She was extremely busy today, and brought her smart tablet with her, check
> Veronica Sharpe, marketing manager for Diamond Communications, an outdoor advertising company, arrived in the boardroom for her teleconference with Brad Jones, a potential client. She was extremely busy today, and brought her smart tablet with her, check
> Jerry Blaire is the regional manager of a national electronic franchise retail store. This franchise has over 200 locally owned stores throughout the eastern United States. As the regional manager, Blaire is responsible for an urban area in which there a
> Saul and Latisha are both administrative managers in a machine tool company. Latisha is the director of purchasing and has four purchasing agents and a secretary reporting to her. Saul is the director of accounts payable and has two people reporting to h
> Jack Simpson, newly appointed human resources director for Geridan Contracting Corporation (GCC), had had an unusual morning. First on his agenda was an exit interview with Maria Johnson, the company president’s executive secretary. Johnson had simply in
> Give examples where you would use casual listening, factual listening, and empathic listening.
> Jessie had just taken his second test-drive in the new three-quarter–ton pickup truck he was considering purchasing. The salesman had become his “best” friend in the past three hours, pampering him with warm introductions to every “manager” in the dealer
> Coleen cheered as she completed the last of her attachments for the report, a last-minute request before the weekend; a fair-weather Friday, one that she was eager to begin, since she had made plans for a date with her new romance of the last three weeks
> Jessica Dunham paced as she spent the last few moments before her board presentation, trying to calm down. She had prepared a PowerPoint presentation and had practiced many times. It was no different than many PowerPoint presentations she had done in col
> Rod Edwards, the advertising manager for Waterlite Advertising and Associates, has two assistants. One is Gina Reese, an account executive who gets clients for the company. Edwards’s second assistant is Mina Patel, a copywriter. She does the actual writi
> Janna White sat in her office, perplexed. Two days previously, she had been given responsibility to lead a team on a project that would have a significant impact on the investment decision under consideration at PlexiWarm Corporation. The decision involv
> Linda Sims is the manager of the accounting department and Jose Martinez is the manager of the sales department for a production company. This is a fast-growing company, and the staff of the accounting department (11 employees) is often overwhelmed with
> &nbs
> Pick a computer presentation graphics package or multimedia package with which you are familiar. Assume you are a new sales representative for the company that developed this software. For instance, PowerPoint is a Microsoft product. In three days, you
> Discuss some of the rules of thumb for a visual aid. Give an example of an effective visual aid and of an ineffective visual aid.
> What techniques do you use to reduce speaker anxiety? What other techniques may be appropriate?
> According to the discussion presented in this chapter, what is the difference between interactive and active listening?
> Give an example in which you observed a poor physical arrangement for a meeting. What was wrong with the arrangement? How could it have been improved?
> What major considerations should be reviewed when determining who should be included in a meeting?
> Give an example in which you were forced to communicate with a reduced bandwidth when you would have preferred a broader bandwidth.
> Do you think there will be more or fewer meetings in the future? Why?
> What are some advantages of written over oral communication?
> Supply a set of questions that exemplify both the funnel and inverted funnel sequences.
> Give several examples of probes that you have used.
> What is meant by the statement that all the variables are interrelated in a strategic approach to communication?
> Why do many managers not have the beliefs necessary for a win-win strategy?
> Why can conflict be potentially beneficial?
> Provide an example where you detoured or debated while listening.
> What is your definition of conflict?
> Besides the examples provided in the chapter, are you familiar with any other gestures that are interpreted in a different way in other parts of the world?
> If English is the dominant international language of business, why should you learn a foreign language in preparation for an overseas assignment?
> What are four things a manager should do to become physically and psychologically prepared to listen? Discuss each of these.
> Why are emblems different from the typical movement communication cue?
> Explain how nonverbal communication is a part of the feedback system in communication interactions.
> During the next few days, observe how people around you use the personal space communication zones detailed in the text. If these zones are not utilized according to what is predicted in the text, what other factors might explain the discrepancies?
> Differentiate between formal and informal listening. Provide an example in which you have participated in both types of listening within the last day.
> What are four things a manager should do to become physically and psychologically prepared to listen? Discuss each of these.
> Differentiate between formal and informal listening. Provide an example in which you have participated in both types of listening within the last day.
> What would be the best basis for organizing the major subdivisions of a site selection report’s body?
> What is the difference between hearing and listening?
> How are extraordinary items reported on an interim basis?
> Caine, a new partner in the ABC Partnership, has invested $12,000 for a one-third interest in a partnership with capital of $21,000 before Caine’s admission. What is the ABC Partnership’s implied fair value? If the partners agree to recognize goodwill fo
> Must interim reports submitted to the SEC be audited? What is the role of the public accountant in the preparation of Form 10-Q?
> Aabel, a partner in the ABC Partnership, receives a bonus of 15 percent of income. If income for the period is $20,000, what is Aabel’s bonus, assuming that it is computed as a percentage of income before the bonus? What is the bonus if it is computed as
> The installment liquidation process uses a worst-case assumption in computing the payments to partners. What does worst-case assumption mean?
> In what ratio are losses during liquidation assigned to the partners’ capital accounts? Is this ratio used in all instances?
> What is the purpose of the schedule of safe payments to partners?
> What is the book value of a partnership? Does book value also represent its market value?
> How are a partner’s personal payments to partnership creditors accounted for on the partnership’s books?
