1.
Daniel Otero Medina 841-11-5690 Inco 3005 Assignment # 1
Task # 1
ON THE JOB: SOLVING COMMUNICATION DILEMMAS AT TOYOTA
Answer
1. A
2. B
3. B
4. D
Learning Objectives Checkup
1. B
2. B
3. C
4. D
5. B
6. A
7. A
8. Interactive and conversational
9. Sense, select, perceive
10. D
11. Information, people (or recipients or receivers or audiences)
12. A
13. C
14. D
15. Dilemma, lapse
Improve your grammar mechanics and usage
1. boss’s
2. sheep
3. 1990s
4. Joneses, stopwatches
5. attorneys
6. copies
7. employees’
8. sons-in-law, businesses
9. parentheses
10. Ness’s, week’s

2.
Daniel Otero Medina 841-11-5690 Inco 3005 Assignment # 1
Developing your Business Etiquette
This section addresses some key etiquette points to remember when you’re in the work- place,
out in public, and online. Long lists of etiquette rules can be difficult to remember, but you can
get by in most every situation by being aware of your effect on others, treating everyone with
respect, and keeping in mind that the impressions you leave behind can have a lasting effect on
you and your company—so make sure to leave positive impressions wherever you go.
BUSINESS ETIQUETTE IN SOCIAL SETTINGS
When introducing yourself, include a brief description of your role in the company. When
introducing two other people, speak their first and last names clearly and then try to offer some
information (perhaps a shared professional interest) to help the two people ease into a
conversation.69 Generally speaking, the lower-ranking person is introduced to the senior-ranking
person, without regard to gender.7
BUSINESS ETIQUETTE ONLINE
Avoid personal attacks. The anonymous and instantaneous nature of online communication can
cause even level-headed people to strike out in blog postings, social networks, and other media.
● Stay focused on the original topic. If you want to change the subject of an email exchange, a
forum discussion, or a blog comment thread, start a new message.
● Don’t present opinions as facts, and support facts with evidence. This guide- line applies to
all communication, of course, but online venues in particular seem to tempt people into
presenting their beliefs and opinions as unassailable truths.
● Follow basic expectations of spelling, punctuation, and capitalization. Sending careless,
acronym-filled messages that look like you’re texting your high school buddies makes you look
like an amateur.
● Use virus protection and keepit up to date. Sending or posting a file that contains a
computer virus is rude.
● Ask if this is a good time for an IM chat. Don’t assume that just because a person is showing
as “available” on your IM system that he or she wants to chat with you right this instant.
● Watch your language and keepyour emotions under control. A moment of indiscretion
could haunt you forever.

3.
Daniel Otero Medina 841-11-5690 Inco 3005 Assignment # 1
● Avoid multitasking while using IM and other tools. You might think you’re saving time by
doing a dozen things at once, but you’re probably making the other person wait while you
bounce back and forth between IM and your other tasks.
● Neverassume privacy. Assume that anything you type will be stored forever, could be
forwarded to other people, and might be read by your boss or the company’s security staff.
● Don’t use “reply all” in emails unless everyone can benefit from your reply. If one or more
recipients of an email message don’t need the information in your reply, remove their addresses
before you send.
● Don’t waste others’ time with sloppy, confusing, or incomplete messages. Doing so is
disrespectful.
● Respect boundaries of time and virtual space. For instance, don’t start using an employee’s
personal Facebook page for business messages unless you’ve discussed it beforehand, and don’t
assume people are available to discuss work matters around the clock, even if you do find them
online in the middle of the night.