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business communication essentials
Business Communication 7th Edition A.C. Krizan - Solutions
The company encourages a balance between work and personal life.
I receive the training I need to do my job well.
I have the equipment and related resources I need to do my job well.
I am paid fairly for the work I do.
I receive useful feedback about my performance.
Jubilee Products hired your firm, HR Partners, to conduct a brief employee satisfaction survey.Data received from 336 of Jubilee’s 407 employees are available at http://thomsonedu.com/bcomm/krizan. The survey questions and data coding scheme follow. Analyze the data and present your results in a
In anticipation of upgrading its web presence, the American Woodcrafters’ Association asked those who visited its public site during September, October, and November (207 hits; 112 responses) to complete the online survey linked to the home page. You’ve been asked to analyze the data and
You serve on the professional development committee of a national association in your field.Your group recently sponsored a regional seminar on a pertinent topic in that field. The all-day seminar, held at a large hotel, featured a keynote speaker, a panel, and four small-group sessions scheduled
You are an intern for the Eagleton Eagles, a minor league baseball team. Your supervisor, Matt Marks, has asked you to analyze the following data about the entertainment offered before games,between innings, and after games. Surveys were sent to 738 season ticket holders; 319 surveys were returned,
Your firm will soon be replacing the desktop telephones used by its 47 employees.The unit that’s being considered accommodates three features in addition to voice mail and call forwarding.The plan is to install the three most-needed features on all phones.At the request of Ralph Mayberry, the
At the request of your dentist, Jennifer Ryan, you surveyed the patients who had checkups at her office during May to determine their dental floss preference. Data gathered from 73 patients are available at http://thomsonedu.com/bcomm/krizan; the data coding legend follows. Prepare a letter report
Review the online or print copy of a corporation’s annual report. Prepare an outline of the report using its major headings and subheadings as your guide. Submit your outline to your instructor.(Objectives 4 and 5)
Technology. Your company uses laptop computers extensively. Because employees take these computers home and on business trips, the equipment is vulnerable to theft. In the wrong hands, data on these computers could put employees and clients at risk of identity theft. Your supervisor, Tad Peese, has
The small company for which you work manufactures and sells camping equipment. Recently, the company’s management team decided to expand its sales efforts to include e-commerce.Barbara Kramer, the owner of the company, has read various articles indicating that consumers are dissatisfied with the
Indicate what would be (a) an appropriate statement of the problem and (b) an appropriate list of factors for a study to compare the cost-effectiveness of using paper towels, cloth toweling, and forced-air hand dryers in employee restrooms. (Objective 3)
Teamwork. Your instructor will place you in a group and ask your group to design an online questionnaire to gather data about college students’ preferences about the following:a. energy drinksf. pizza toppingsb. music g. candyc. magazines h. TV showsd. DVD/movies i. cellphone ringtonese. vehicles
Technology.Teamwork. As a class, identify three keywords that could be used when conducting research about a current business topic (e.g., leadership, ethics). Form small groups and have each group use the keywords with a different search engine (e.g., Google,Yahoo!, MSN).Compare the results to
Teamwork. Work with two or three of your classmates to design an experiment to determine how people react to receiving compliments. After getting feedback on your design from members of another team, conduct your experiment. Submit an informal report to your instructor.(Objectives 2, 3, and 6)
You’re interested in learning what type of backpack is most popular among students on your campus. (Objectives 2, 3, and 6)a. Outline your data-gathering plan and share it with the class.b. Using the feedback you received from your classmates, conduct your research.c. As your instructor directs,
Teamwork. As directed by your instructor, complete one or more of the following activities:a. Form teams to develop a questionnaire that could be used to survey student opinions on the availability of parking at your school. (Objective 3)b. Pilot-test, revise, and then administer the questionnaire
Teamwork. Form teams of no more than five people. Each team will select an important current issue or problem on the campus. As directed by your instructor, do one or more of the following(Objectives 1 through 6):a. Design a research study that either surveys student attitudes about the issue or
What factors should be considered when formatting a written report? (Objective 5)
Why is the choice of format important with a formal report? (Objective 5)
How does the purpose of an executive summary differ from that of a letter of transmittal?(Objective 4)
What is included in the introduction to a formal written report? (Objective 4)
Explain the relationship among findings, conclusions, and recommendations. (Objective 3 )
What can a researcher do to create a comfortable, supportive environment for a personal interview?(Objective 3)
Give an example of a “skip-and-jump” survey question. Why should this type of question be avoided? (Objective 3)
How can a report writer meet the needs of both primary and secondary readers? Give a specific example. (Objective 3)
While working as part of a research team, one of your coworkers tells you that failing to cite sources doesn’t constitute plagiarism if you’re writing an internal report. Do you agree or disagree?Why? (Objective 3)
Distinguish between primary and secondary information sources. Give an example of each.(Objective 3)
What five steps are followed when conducting business research? (Objective 3)
How do preprinted forms or standardized formats help (a) report writers and (b) report readers?(Objective 2)
Name and describe the nature of the three common informal report types described in this chapter. (Objective 2)
How can a writer determine whether to use a formal, third-person style or an informal, firstperson style when writing a formal report? (Objective 1)
“If a report has a title page, it’s a formal report.” Do you agree or disagree with this statement?Why? (Objective 1 )
You are a new employee for Chapel Hill Gas Company.Your supervisor has asked you to use your creative talents in developing a simple message that could be used to remind customers to pay their bill that was overlooked.You want your message to be courteous and not alienate the customer.
Jason Ochi purchased an in-home gym during the Anniversary Sale at Workout City. During the Anniversary Sale, a special promotion was running that allowed Jason to qualify for 0 percent interest for six months because his purchase was over $799. At the end of the six months, Workout City sent Jason
Mary Lou’s Family Cooking has been operating for 25 years. Several chain restaurants have moved into the area resulting in a highly competitive market.Mary Lou’s currently owes an $18,750 balance for grocery products to Hillman’s Wholesale. Payment is eight months past due. Because the bill
Kent Fulsom has been a credit customer of Thurman Furniture Store for eight years. He is a good customer but periodically fails to make payments on his account. He is currently four months past due ($235.81); several reminders have produced no response. As credit manager of Thurman’s, write an
Cynthia Robertson graduated from the University of Pittsburgh 14 months ago. She received a scholarship to offset some of her tuition while attending Pitt as an undergraduate, but she took out a loan for the balance of the tuition. Cynthia was to start paying back the loan with regular monthly
Joseph Dunlap is starting PC Dr., a small business that will make “house calls” to service computers.Joseph’s company repairs computers, installs networks, designs special software programs, and removes viruses from hard drives. Joseph’s fees are hourly for repair work and programming;he
Your student business organization has been contacted by Claudia’s, a clothing boutique, for help in promoting a Valentine’s Day sale. Claudia’s would like your organization to sell coupons for $5 each.The boutique would be closed to the public one evening; the only way a person could enter
Spotlight Résumés is a complete résumé-writing service that assists in preparing résumés, applications to graduate schools, and cover letters. Scott Regis, the owner of Spotlight Résumés, has hired you to write a sales letter to send to all seniors graduating from colleges and universities
Teamwork. Global. Technology. You are a member of your school’s Humanities Student Association, which has decided to organize a retired-persons’ tour to the Black Forest of Germany for its service project. Several tasks must be accomplished for this project.Your tasks include the following:a.
The service organization We Care is having a Demolition Derby for a fund-raiser. You have been asked to develop a sales message that could be placed in the local newspaper. Add details and be creative so that the ad will attract spectators to the event.
Write a letter asking them to refund your $1,500 down payment.
You and your siblings planned a party for your parents’ 25th wedding anniversary on October 12.As part of this celebration, you made a oral agreement with The Emotions to play live music for four hours.The band charged $3,000 and required $1,500 as a down payment.On October 12,The Emotions did
Mayes’ Leadership analyzes a company and then provides personnel training seminars to improve the client organization’s operating efficiency. As human resources director, you hired Mayes’ Leadership to offer workshops to improve morale and reduce absenteeism at your company.Mayes’ conducted
Your elderly grandparents live in Illinois and often tell you how much they like fresh fruit but how difficult it is for them to get it throughout the year. For your grandparents’ 50th anniversary gift, you purchased a subscription to a Fruit of the Month Club for them. The first two months, they
You hired Kane Lawn Service to install lawn sprinklers and landscape the area surrounding your office building. For this work, Kane estimated the cost would be $12,000; you agreed to pay this amount.However, you did give oral approval to go a little bit above the agreed amount of $12,000 if
You recently moved to Phoenix, Arizona, to accept a job with Multimedia Masters. Until you moved to Phoenix, you had no idea how brutal the sun could be. One of your colleagues at Multimedia Masters suggested that you get your car windows tinted to keep the sun’s hot rays out, reduce ultraviolet
Tom Wilson, president of the local chapter of Business Leaders of the Future, is interested in becoming the national president of the organization. He has asked you to write a letter recommending him to the nominating committee. Prepare an appropriate message. Add details needed to make your
The city in which you go to school needs a new administration building. One location being considered for the building site is a public park in the downtown area. If this park area is used, many beautiful old trees would be destroyed. An alternative location would be property owned by the city at
Samantha Clark was employed by your firm during the summer. She is attending college in your city and is applying for the William Bennett Scholarship. She has asked you to write a letter of recommendation for her. Add details to make the letter convincing and realistic.
Technology. You are a customer service representative for the Trax Computer Corporation. The company’s office is located in San Mateo, California, but your customers represent all areas of the United States.Because there is a three-hour time difference between the East Coast and the West Coast,
Brett Geiger of the human resources department has received complaints from several managers during the past few months about employees surfing the Internet, answering personal e-mail, shopping online, and playing games during the workday. Two managers actually fired employees they felt were using
You live on the corner of 15th and Vine Streets. A number of minor accidents have occurred at this corner in the past six months. You are concerned because several children in the neighborhood ride their bikes through the intersection. Write a letter to the city manager, Ray Cantu, requesting that
Global. You are program director for the student economics organization on your campus. You have done such an outstanding job that you have been asked to obtain the keynote speaker for this year’s state conference. You would like to get an economist from Germany.Write a letter to the head of the
Star Electric has provided electricity to the area for many years. Recently, Star upgraded all of its wiring to fiber optics and is expanding into digital cable services. As marketing manager for Star Electric, write a letter that could be sent to residents in the area persuading them to take
Technology. You are currently employed by the City of Silver Springs in the accounting department.One of your colleagues, Paul Armstrong, was recently diagnosed with a brain tumor and underwent surgery to remove the tumor. He will require weeks of chemotherapy and radiation and faces several months
Your instructor recently talked about the work she has been doing with a not-for-profit organization, Dress for Success. This group works with economically disadvantaged women and encourages self-sufficiency through career development and employment retention. As part of its program, Dress for
Write a persuasive article for your school newspaper convincing students to participate in the upcoming election of officers for the Associated Student Government. Provide appropriate details in the article. (Objective 4)
Rewrite the following opening sentences of persuasive messages to attract the receiver’s attention.You may use any appropriate attention-getting technique identified in the chapter to make these openings effective. (Objective 4)a. This is your last reminder to renew the service plan on your
Technology. In your marketing class, you have been reading extensively that more and more work in this field is done in a collaborative environment. Your course syllabus indicates that you will have three graded oral presentations. Send a persuasive e-mail to your instructor asking that your final
Collect sales messages in different formats (e.g., letter, flyer, brochure, postcard). Which are effective and which are ineffective? Explain why. (Objective 4)
Discuss three situations or messages in which someone tried to persuade you to do something.Analyze the strengths and weaknesses of these oral or written messages. (Objective 3)
Visit a business in your community and ask how the business uses recommendation letters when hiring new employees. Are there specific qualities, positive or negative, that the business uses to select the new employee? Be prepared to discuss your findings in class. (Objective 3)
Are the objectives the same for all three stages of collection messages? Explain your answer.(Objective 5)
What are the purposes of collection messages? (Objective 5)
Explain why the following paragraph would be ineffective in closing a persuasive request message.Rewrite the paragraph to be more effective. (Objective 4)If you are willing to participate in the marketing survey of consumer products, read the brochure that is enclosed and let us know of your
Explain why the following paragraph would be ineffective as the opening paragraph of a letter to Dawn trying to persuade her to take on the reponsibility of membership committee chair for the Students in Free Enterprise (SIFE) chapter on the Belmont College campus.Rewrite the paragraph to be more
You have been advised by one of your better employees that another company may be calling you for a recommendation about him or her. Develop an outline you could use during the conversation with the prospective employer. (Objective 4)
What organizational plan is most effective for persuasive messages? What are the four basic elements of this plan? (Objective 3)
Describe different techniques that a sender may use to gain a receiver’s attention in a persuasive message. Give an example of a situation in which each of these techniques can be used effectively.(Objective 3)
What factors may influence how a receiver will react to a message? (Objective 2)
Why is analyzing your receiver important when planning a persuasive message? (Objective 2)
When is a persuasive message used? How does anticipated receiver reaction influence the organizational plan used to write a persuasive message? (Objective 1)
Write a form letter from the local city government director of solid waste to city residents notifying them that as of January 1, garbage service will change from twice a week to once a week.Explain that there is low participation on the second garbage collection day and that making fewer trips
Write a letter canceling an appointment that you had scheduled this Thursday at 2 p.m. to meet with your production manager to discuss product goals for the next six weeks. Reschedule the meeting for next week on Thursday at the same time. Use the direct plan.
Jonathon Green has been a good employee until the past six months. During this time, he has accumulated at least one absence a week and has clocked in tardy 30 times. His productivity has fallen, and you have met with him to discuss these issues and look for solutions to the problems.Yesterday, you
For the past year, the local city bus company stopped twice daily at the main entry of Super Mega Shopping Mart for passengers to exit or enter the bus.With the heavy traffic near this entrance, the store manager, Jason Simpson, has decided that a liability factor would exist if one of the
You are the owner of Jimmy’s Electric, a small electrical construction company. Because of reduction of building in the area, it is necessary that you terminate Milton Young’s employment. He is an excellent worker who has been with your company for nine months. You would like to see him come
You are the Financial Aid Officer for Liston Community College. Mary Alverez applied for a Pell Grant but did not qualify.Develop the negative message about the loan application. Suggest that you will try to help Mary obtain support from a local organization. Add details as needed. This message
You are Finance Officer for Commercial Credit, Inc. Juan Martinez is the owner of a Mexican restaurant. He needs a loan of $200,000 to replace coolers, mixing machines, fry cookers,and commercial ovens. The restaurant is not producing a steady income, and Juan has no other assets as loan
Wallenda Jorgenson is in the real estate market to buy a home. She has been attending open houses on her own and has found a house that she wants to buy. She has asked Daniel Thompson,a real estate agent in her town, to be her agent for the purchase.She applied for a loan with a local bank, but her
Billy Davis has applied for a $9,000 loan to buy a pre-owned automobile. As credit manager of A-1 Finance Corporation, you learn during a credit check that Billy is behind on payments for debts on several credit cards, a home mortgage, and child support. He does not meet the qualifications of a
You are the owner of Dale’s Clothiers for Men, a business designed to serve white-collar professionals.The policy of your store is to provide credit cards for individuals who have good jobs and excellent credit. One day you receive an application from Jason Williams, a full-time graduate student
Wan Yu Tang purchased a cell phone plan from Endless Journey Wireless. His first monthly invoice for service totaled $65, which included a $15 roaming charge.Without understanding the meaning of a roaming charge, Mr. Tang deducted that charge and sent a check for $50, his basic service plan cost.
Nine months ago, Sandra Tucker purchased a computerized sewing machine by mail order from Kunkel Enterprises. The sewing machine was sold with a six-month limited warranty. Sandra has returned the sewing machine to Kunkel because the stitching was poor and the tension could not be adjusted to
William Jenson bought a pre-owned Audi with a one-year warranty from Best Motors. After driving the car for a week, he noticed a squeaking sound that appeared to be from the motor. He returned to the service department of Best Motors.The car was serviced and was not making the sound when Mr. Jenson
Seafood Specialties Restaurant offers a shrimp and lobster tail special each Friday evening.You are manager of the restaurant. On Tuesday, you received a request from a customer, Shipley Masters, who ate last Friday’s special. According to Mr.Masters, shortly thereafter, he had to go to the
You own Clean Mist Carpets, a company that uses a chemical process for cleaning carpets and removing stains.You do not guarantee success but have a good reputation for stain removal. Mr. and Mrs. Carson Jones are placing their house on the real estate market and making repairs to have it ready for
You have been invited to speak at a campaign kick-off reception for Bob Baffle, a candidate for mayor in your city. Bob is a friend of yours, and you plan to support his candidacy. However, the date and time of the event conflict with a work obligation.Write a letter to Bob letting him know that
You own a 300-acre farm outside the city. Jack Ripsaw runs a local sawmill and has requested that you let him cut pulpwood from your farm and split the profit 50-50. Mr. Ripsaw’s reputation for honesty is not good, and complaints have been voiced from other farm owners that he leaves the fields
You are the customer service representative for Fly High Airline. The airline awards frequent flyer miles but charges a $50 fee per ticket unless the free flight is booked more than 14 days in advance.The only exception is for a late booking to attend a funeral for a member of the passenger’s
Dr. Josephine Markline, a neurologist, is part of a research team with the local university conducting experimental trials of a new drug intended to alleviate tremors for people with Parkinson’s disease. In addition to her work with the research, Dr. Markline maintains a regular practice and sees
You are the franchised dealer for Starlight satellite TV. Last week you ran a four-room installation special in the local newspaper that offered free installation, one-month free service, and a free DVR or HD receiver. Martha Simon, a customer of yours who had the Starlight satellite system
Teamwork.Ethics.Working with three classmates with two on each side of the issue, debate the ethics of using the indirect or the direct plan for negative messages. (Objectives 3, 4, 5, and 6)
Global. Interview a person who is a native of another country to learn how negative messages would be conveyed in his or her homeland. (Objectives 3, 4, 5, and 6)
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