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business
business communication

Questions and Answers of Business Communication

You head up the interdepartmental design review team for a manufacturer of high-performance motorcycles, and things are not going well at the moment. The design engineers and marketing strategists
Whenever your boss asks for feedback, she blasts anyone who offers criticism, so people tend to agree with everything she says. You want to talk to her about it, but what should you say? List some of
Chester never seems to be paying attention during weekly team meetings. He has never contributed to the discussion, and you've never seen him take notes. He says he wants to support the team but
Several members of your sales team are protesting the company's "business casual" dress code, claiming that dressing nicely makes them feel awkward and overly formal in front of customers. You have
Select a piece of business mail that you received at work or at home. Analyze its appearance. What nonverbal messages does this piece send? Are these messages consistent with the content of the
Explain what the following gestures or one during a conversation. How did you reach your conclusions about each nonverbal signal? How do such signals influence your interpretation of spoken words?
In teams of four or five classmates, role-play a scenario in which the team is to decide which department at your college will receive a $1 million gift from an anonymous donor. The catch: Each
In a team assigned by your instructor, use Zoho (www.zoho.com; free for personal use), Google Docs (docs.google.com), or a comparable system to collaborate on a set of directions that out-of-town
A project leader has made notes about covering the following items at the quarterly budget meeting. Prepare an agenda by putting these items into a logical order and rewriting them, where necessary,
For the next several days, take notes on your listening performance during at least a half-dozen situations in class, during social activities, and at work, if applicable. Referring to the traits of
In items 1-5, replace the underlined nouns with the correct pronouns.1. To which retailer will you send your merchandise?2. Have you given John and Nancy a list of parts?3. The main office sent the
How does an abstract word differ from a concrete word?
What functions do transitions serve?
Twelve million people in the United States are allergic to one or more food ingredients, and every three minutes, on average, one of these allergy sufferers ends up in a hospital emergency room.14
For each of the following communication tasks, state a specific purpose (if you have trouble, try beginning with "I want to . . . ").1. A report to your boss, the store manager, about the outdated
In what three situations should you consider using passive voice?
Twelve million people in the United States are allergic to one or more food ingredients, and every three minutes, on average, one of these allergy sufferers ends up in a hospital emergency room. Even
When composing business messages, how can you communicate with an authentic voice and project your company's image at the same time?
The "You" Attitude Rewrite the following sentences to reflect your audience's viewpoint.1. We request that you use the order form supplied in the back of our catalog.2. We insist that you always
Search LinkedIn for the profile of an expert in any industry or profession. Now imagine that you are going to introduce this person as a speaker at a convention. You will make an in-person
Review Section 1.4 in the Handbook of Grammar, Mechanics, and Usage and then complete the following 15 items. In items 1-5, indicate the appropriate form of the adjective that appears in
What are your responsibilities when you review and edit the work of others?
What is parallel construction, and why is it important?
Why is proofreading an important part of the writing process?
To review chapter content related to each set of exercises, refer to the indicated Learning Objective. Revising Messages: Clarity Break the following sentences into shorter ones; revise as necessary
The time and energy required for careful revision can often benefit you or your company directly. For example, reader-friendly product descriptions will increase the probability that website visitors
Rewrite the following paragraph using a parallel bulleted list and one introductory sentence: Our forensic accounting services provide the insights needed to resolve disputes, recover losses, and
Rewrite the following paragraph to vary the length of the sentences and to shorten the paragraph so it looks more inviting to readers: Although major league baseball remains popular, more people are
In items 1-5, indicate the correct adjective or adverb provided in parentheses.1. Their performance has been (good, well).2. I (sure, surely) do not know how to help you.3. He feels (sick, sickly)
What are the situations in which a printed memo or letter might be preferable to an electronic message?
How do the compositional modes of orientations, summaries, and teasers differ?
Does the three-step writing process apply to IM? Why or why not?
Given the strict limits on length, should all your micro blogging messages function as teasers that link to more detailed information on a blog or website? Why or why not?
Is leveraging your connections on social networks for business purposes ethical? Why or why not?
What are three guidelines for asking a series of questions in a routine request?
What are three principles to follow for writing condolence messages?
Every time you send a routine request to Ted Jackson, he fails to comply. His lack of response is beginning to affect your job performance. Should you send Jackson an email message to ask what's
Your company's error cost an important business customer a new client; you know it, and your customer knows it. Do you apologize, or do you refer to the incident in a positive light without admitting
You've been asked to write a letter of recommendation for an employee who worked for you some years ago. You recall that the employee did an admirable job, but you can't remember any specific
Revise the following short email messages so that they are more direct and concise; develop a subject line for each revised message. 1. I'm contacting you about your recent order for a High Country
You are writing a book about the advantages and potential pitfalls of using online collaboration systems for virtual team projects. You would like to include several dozen reallife examples from
As chief administrator for the underwriting department of Aetna Health Plans in Walnut Creek, California, you're facing a difficult task. One of your best underwriters, Hector Almeida, recently lost
Amateur and professional golfers in search of lower scores want to find clubs that are optimized for their individual swings. This process of club fitting has gone decidedly high tech in recent
One of your colleagues, Katina Vander, was recently promoted to department manager and now serves on the company's strategic planning committee. At its monthly meeting next week, the committee will
Production on a popular line of decorative lighting appliances produced at your Chinese manufacturing plant inexplicably came to a halt last month. As the product manager in the United States, you
Your company sells flower arrangements and gift baskets. Holidays are always a rush, and the overworked staff makes an occasional mistake. Last week, somebody made a big one. As a furious email
Like many of the staff at Razer (www.razerzone.com), you are an avid game player. You can therefore sympathize with a customer who got so excited during a hotly contested game that he slammed his
What are the five general goals in delivering bad news?
What questions should you ask yourself when choosing between the direct and indirect approaches?
What is the sequence of elements in a negative message organized using the direct approach?
What is a buffer, and what is the advantage of using a respectful, ethical buffer?
Why is it important to be engaged with stakeholders before trying to use social media during a crisis or other negative scenario?
Can you express sympathy with someone's negative situation without apologizing for the circumstances? Explain your answer.
If your social media monitoring efforts pick up a tweet that accuses your customer service staff of lying and claims to have evidence to back it up, how would you respond?
Read the following document and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise each document so that it follows this chapter's guidelines.Your spring fraternity party sounds
Select which approach you would use (direct or indirect) for the following negative messages. 1. An email message to your boss, informing her that one of your key clients is taking its business to a
Read the following document and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise the message so that it follows this chapter's guidelines. I am responding to your letter of
The insurance company where you work is planning to raise all premiums for health-care coverage. Your boss has asked you to read a draft of her letter to customers, announcing the new, higher rates.
The following email message about travel budget cutbacks at Black & Decker contains numerous blunders. Using what you've learned in the chapter, read the message carefully and analyze its faults.
The following letter rejecting a faucet manufacturer's product presentation contains many errors in judgment.Working with your classmates in a team effort, you should be able to improve its
Read the following document and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise the message so that it follows this chapter's guidelines.I regret to inform you that you were
Elaine Bridgewater, the former professional golfer you hired to oversee your golf equipment company's relationship with retailers, knows the business inside and out. As a former touring pro, she has
Caught in a perfect storm of online retailing, downloadable e-books, low-cost mass merchandisers, a fragmented audience with multiple entertainment options, and the worst recession in memory, the
XtremityPlus is known for its outlandish extremesports products, and the Looney Launch is no exception. Fulfilling the dream of every childhood daredevil, the Looney Launch is an aluminum and
Spreading FUD-fear, uncertainty, and doubt-about other companies is one of the less-honorable ways of dealing with competition in the business world. For example, someone can start a "whisper
The consumer reviews on Yelp (www.yelp.com) can be a promotional boon to any local business-provided the reviews are positive, of course. Negative reviews, fair or not, can affect a company's
Walter Joss is one the best employees in your department, a smart and hard worker with a keen mind for business. His upbeat attitude has helped the entire department get through some rough times
You've been proud of many things your gardening tool company has accomplished as it grew from just you working in your basement shop to a nationally known company that employs more than 200 people.
Your company, PolicyPlan Insurance Services, is a 120-employee insurance claims processor based in Milwaukee. PolicyPlan has engaged Midwest Sparkleen for interior and exterior cleaning for the past
Offering an employee concierge seemed like a great idea when you added it as an employee benefit last year. The concierge handles a wide variety of personal chores for employees, everything from
A not-so-secret secret is getting more attention than you'd really like after an article in Business week gave the world an inside look at how much money you and other electronics retailers make from
JetBlue was one of the first companies to incorporate the Twitter microblogging service into its customer communications, and more than a million flyers and fans now follow the airline's tweeting
Lee Valley Tools (www.leevalley.com) sells high-quality woodworking tools across Canada through its retail stores and around the world through its website and catalogs. Although weekend hobbyists can
Tom Weiss worked in the office at Opal Pools and Patios for four months, under your supervision (you're the office manager). On the basis of what he told you he could do, you started him as a file
What are some questions to ask when gauging the audience's needs during the planning of a persuasive message?
What three types of reasoning can you use in logical appeals?
What is the AIDA model, and what are its limitations?
When writing persuasive messages, why is it so important to give special attention to the analysis of your purpose and audience?
Is the "hard sell" approach unethical? Why or why not?
What is likely to happen if a promotional message starts immediately with a call to action? Why?
With another student, analyze the persuasive email message at Host Marriott (Figure 9.5 on page 232) by answering the following questions.1. What techniques are used to capture the reader's
Read the following message and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise the document so that it follows this chapter's guidelines.Dear TechStar Computing: I'm writing
The following persuasive request for adjustment contains numerous flaws. Read the message carefully and analyze its faults. Then use the following steps to outline and write an improved message.a.
Read the following message and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise the document so that it follows this chapter's guidelines.At Tolson Auto Repair, we have been
Read the following message and (a) Analyze the strengths and weaknesses of each sentence and (b) Revise the document so that it follows this chapter's guidelines. I am considered the country's
Use what you know about sales messages to analyze the flaws in this promotional brochure. Then use the steps that follow to produce a better version. We are pleased to announce that Scruba Dub has
Your boss has asked you to post a message on the company's internal blog, urging everyone in your department to donate money to the company's favorite charity, an organization that operates a summer
You've been trying for months to convince your boss, company CEO Will Florence, to start using Twitter. You've told him that top executives in numerous industries now use Twitter as a way to connect
The oud (rhymes with "mood") is a popular musical instrument in many cultures from northern Africa to southwest Asia, enjoying the same status in these countries as the guitar enjoys in Europe and
At IBM, you're one of the coordinators for the annual Employee Charitable Contributions Campaign. Since 1978, the company has helped employees contribute to more than 2,000 health and human service
Other than possibly wrinkling their noses at that faint smell that wafts out of the plastic bags when they bring clothes home from the dry cleaner, many consumers probably don't pay much attention to
You chose your college or university based on certain expectations, and you've been enrolled long enough now to have some idea about whether those expectations have been met. In other words, you are
Find the website of any product that can be ordered online (any product you find interesting and that is appropriate to use for a class assignment). Adapt the information on the website, using your
As someone who came of age in the "post email" world of blogs, wikis, social networks, and other Web 2.0 technologies, you were rather disappointed to find your new employer solidly stuck in the age
The coffee shop across the street from your tiny apartment is your haven away from home great beverages, healthysnacks, an atmosphere that is convivial but not so lively that you can't focus on
Like most other companies today, your firm makes extensive use of the web for internal and external communication. However, after reading about the Web Accessibility Initiative (WAI), you've become
Water polo is an active sport that provides great opportunities for exercise and for learning the collaborative skills involved in teamwork. You can learn more at www.usawaterpolo.org. Your task
Natalie Sisson bills herself as the "Suitcase Entrepreneur," and she's living proof that one can live an adventurous life and build a thriving business-she has been traveling the world since she left
What is typically covered in the work plan for a report?
If you were writing a recommendation report for an audience that doesn't know you, would you use the direct approach, focusing on the recommendation, or the indirect approach, focusing on logic? Why?

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