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business communication essentials

Business Communication 7th Edition A.C. Krizan - Solutions

Why is the direct plan acceptable for notifying job applicants that they were not selected for a position? (Objectives 5 and 6)
Technology. Your instructor has asked you to speak to the faculty club at your school. Your speech is to be about the benefits of membership in student organizations. You are unable to make the presentation. Send an e-mail to your instructor declining the invitation.Add any necessary details.
Explain why each of these statements is not an effective way to convey the negative message:(Objective 4)a. I am sorry I must refuse your request.b. Therefore, following company policy seems to be the best alternative for you.
Reword the following logical explanations for a negative message so that each has positive rather than negative words and tone. Consider what can be done rather than what cannot. Add necessary details. (Objectives 3 and 4)a. Time off cannot be taken without permission of your direct supervisor.b. I
Write an effective opening buffer for the following situations: (Objectives 3 and 4)a. Your teacher must indicate to a student that a question was answered incorrectly during a class discussion.b. You work part time while attending school. During final exam week, your employer asks you to work
Teamwork. Pair with a classmate and discuss why the indirect plan of communicating bad news usually has an advantage over the direct plan, even in low-context countries like the United States. Be prepared to share with your class your opinion about whether most bad news should be communicated
Select the most effective plan for developing negative messages (direct or indirect) for the following situations and justify your choice: (Objective 2)a. A routine meeting is canceled.b. A customer’s application for a credit card has been denied.c. Your planned visit to see a 50-year-old friend
Over a 24-hour period, observe and record oral and written communication that you would classify as negative messages because they are unpleasant, disappointing, or upsetting to the receiver. Record the delivery mode of each message, the wording of the message, and whether it followed the direct or
Describe a circumstance that would require a businessperson to transmit an unsolicited negative message. For this circumstance, explain the plan of organization that you would use and justify your choice. (Objectives 4 and 6)
Describe three situations that would require a businessperson to use the direct plan for a negative message. (Objective 6)
Explain the placement of the logical explanation and the negative news if a message follows the direct plan. (Objective 5)
Describe three situations that would require a businessperson to use the indirect plan for a negative message. (Objective 4)
List and discuss the five major parts of the indirect plan outline and guidelines for developing each part. (Objective 3)
What are two important advantages of using the indirect plan for bad news messages?(Objectives 2 and 3)
Discuss the importance of using the you–viewpoint for effective communication of negative messages. (Objectives 1 and 2)
Why does the message receiver’s culture affect the choice of direct or indirect plan for communicating negative messages? (Objective 2)
Explain how you would decide to use an indirect or a direct plan for development of content for a negative message. (Objective 2)
What are negative messages? (Objective 1)
Welcome. You are the president of the Tri-City Industrial Foundation.You have been successful in getting Little Toy Machines, a toy manufacturer, to relocate to your community. This factory will provide employment for 325 people.Write a letter to the president, Roy Stevens,welcoming him and his
Holiday Invitation. It’s mid-October, time to invite local schoolchildren to dress in costumes and trick-or-treat at West Lake Mall. As mall manager, write to the presidents of the local Parent-Teacher-Student Associations (PTSAs) and the principals of local elementary schools inviting them and
Condolence.Two nights ago, fire severely damaged the office of Case Travel, which is located one block south of your bookstore.You and Joy Case, who owns the agency, were high school classmates.In addition, her company has planned several trips for your family.Write a letter of condolence that
Congratulations. You and Jerry Bydalek were finalists for a management position in your organization.Today, you learned that Jerry was selected. Prepare the message you’ll write on a congratulatory card to him.
Global. Appreciation.Elizabeth Morton spent a semester with your family as an exchange student from Australia. Six months after Elizabeth returned home, you and your family spent two weeks with her and her family.Write a letter thanking the Mortons for their hospitality. Add details.
Inspired by a popular television program, and with an eye toward improving employees’ general health, your company has decided to sponsor a “Biggest Loser Contest.”Those interested in participating must weigh in each Monday during the ten-week program. In addition, they must attend a two-hour
You work for a company that owns several office buildings in your town. Your employers have decided to change all locks in their buildings from key to card access. Notify the tenants of each building about the change and tell them when it will occur. If all goes well, the process should take no
Thanks to an unseasonably warm spring, you will be able to open the first 9 holes of your 18-hole city golf course April 1,two weeks earlier than in prior years.Prepare an announcement that could be placed in the local newspaper.
The Board of Directors of City Library has added activities for the summer. These additional activities include an 8 a.m. story hour and a 6 p.m. children’s theater production.The children’s theater production will change weekly.As secretary of the board, write a letter that could be sent to
Technology. The owner of your company recently purchased two pairs of season tickets for the local symphony orchestra concerts. He will retain one pair of tickets but make the other available to employees through a drawing held one week before each of the six concerts. Send an e-mail to your
Dan Daily, purchasing manager for the ValueMax supermarket chain, has requested a 10 percent discount on the cost of the 25,000-unit shipment of paper grocery bags delivered to his warehouse last week.The samples he sent support his claim that the logo color is faint and both it and the store name
Sampson’s Audio is a regular advertiser in your newspaper, The Sunday Star. The company’s 4- by 6-inch ad has been a fixture on page 2 of the “Local” section for five years. Last week, another advertiser asked for a full-page spread on page 2.You, the account manager, e-mailed Sampson’s
Roscoe’s Personalized Printing specializes in customized printing of items used for business advertisements. Jennifer Fairbanks designed an unusual calendar to be given to her customers during the holiday season. In October, Ms. Fairbanks phoned in an order for 11,000 calendars.You shipped these
As customer service manager for Mama Mia’s frozen foods, respond to a letter from Jane Gogh, a student at Seaside College. Jane wrote expressing dissatisfaction with your Veggie Lasagne. She didn’t ask for a refund but politely explained that she thought the vegetables were “mushy.”Respond
Dave Barr, owner of Barr Hardware, has contacted your company about a shipment of 500 bags of lawn fertilizer that he received last week. He stated that 48 bags were torn and not saleable.He would like a refund of $200 for the damaged merchandise. As manager of Rapid Grow Fertilizer, write a
It contained the correct shower gels, but not the correct body lotions. Instead of Jasmine and Ocean Mist, you received Country Rose and Citrus Breeze. File an e-mail claim with Soft ‘n Glow, your supplier. Because your customers often buy shower gel and body lotion as a set, you want the body
Technology. You manage Sunset Lane, a small card and gift shop. On September 3, you ordered four cases of shower gel and four cases of body lotion, one of each in the following fragrances:White Lilac, Jasmine,Morning Dew, and Ocean Mist.The shipment arrived today, September
For the past six years, Jet Printing has had a display at the regional business expo. Because booth spaces are assigned on a first-come, first-served basis, you always reserve your space and send payment the day you receive the form. In past years, this practice resulted in your booth being located
On July 1, you relocated your business from one Detroit suburb to another. A month prior to your move, you phoned your security system provider and notified its representative to cancel your service effective June 30, the end of a three-month pre-paid electronic billing. When you received your
Technology. When you took the first can from the 12-pack of ReFresh Lemon Zest soda you bought yesterday, you knew something was wrong.You couldn’t see any damage, but it was obvious the can was not full. According to information on the can, comments or concerns should be reported at the
Technology. Six months ago, you entered into a one-year contract with Waldo’s Fitness Center.In the past two months, much of the equipment has not been working properly. In addition, many days the facility has been too hot to work out because of faulty air conditioning. You have spoken to the
Club members will handle publicity, security, setup, and cleanup; no one will have access to the building.As the company’s facility manager, approve Brenda’s request.Waive the $150 facility-use fee Brenda has offered to pay.The company donates the fee to local charities, and the flyer Brenda
Technology. Brenda Durwood, one of your employees and president of the Woodland Ski and Snowboard Club,has requested permission to hold the club’s annual Gear Swap fund-raiser in the company parking lot on Saturday, February
Premium refund checks will be issued; new premium rates will be prorated and applied as payroll deductions starting June 1.Prepare an appropriate request approval letter to be sent to each employee at his or her home address.
Every October, your company has an “open enrollment” period during which employees select their health and dental plans for the next calendar year. Once the open-enrollment period ends, no coverage changes can be made. Last year, for the first time, plan information and enrollment were handled
Technology.Global.Dahui Lian, a Shanghai official with whom you have met on several past visits to China, is planning to come to the United States.Through your visits and subsequent e-mail exchanges, you have been successful in building a relationship with Dahui. Because of that relationship, he
As ticket manager for “Help Me, Donnie,” a popular new TV talk show, prepare a form letter to be sent to people who have requested and will receive tickets to the show. In addition to basic information about time, date, and number of free tickets you’re sending, tell the receivers that 18 is
Carl Bott, a systems analyst in your department, has requested approval to take a three-week leave without pay immediately following his two-week paid vacation in February. Carl and his brother want to make their childhood dream a reality by backpacking in Australia and New Zealand, and two weeks
Assume the role of the vice president of sales at Rampart Publishing. Early in February, you attended a professional conference in another state. Dr. Daniel Loman, the motivational speaker who delivered the keynote address, was especially impressive. You think he would be perfect as the keynote
Because your company’s educational benefit is new, you have several questions about what expenses are covered. Ideally, you would like the company to reimburse you for tuition, fees, books, meals, and—considering the cost of gas and your 80-mile round-trip commute—mileage. Prepare an e-mail
Technology. Refer to Case
Your company recently announced a new benefit. According to the announcement, the company will “pay for expenses associated with taking job-related coursework or pursuing a program of study leading to a degree.” Courses must be approved by the employee’s manager prior to enrollment. A
Teamwork. Brian’s Food Service is expanding its catering division. It needs an additional enclosed truck with a refrigeration unit; several propane ovens to keep food warm; and storage shelves and cabinets for supplies, serving trays, linens, and food items. Form committees of three students to
Technology. You have searched the Web and found several vendors who offer business promotional merchandise at unit prices your new business can afford. Each of the websites speaks of quantity discounts, but none gives specific details. Design an e-mail that could be sent to these vendors asking for
A recent trend in the funeral home industry is for mortuaries to have websites from which friends and family members of the deceased can send e-mail or electronic greeting cards. The URL for the site, or simply the e-mail address, is included in the newspaper obituary. The messages are printed and
Teamwork. Form teams of three students and design a brochure that could be used to welcome new students to your college.Be prepared to promote your brochure in a class contest. (Objective 5)
Determine whether a sales appeal is appropriate for each of the following situations: (Objectives 2, 4, and 5)a. You are responding to a complaint about the long lines at the checkouts in your store.b. You are thanking an employee for delaying his lunch break because 12:30 p.m. was the only time an
Take a ten-minute walk through the halls of your school. Look for posters or other items that fall into the category of positive/neutral news. Prepare a table that shows each document type, its purpose, and whether its idea is presented using the direct plan. For event announcements (invitations),
Write a message subject line to present the main idea for each of the following situations:(Objective 1)a. You’re ill and will miss class today. The assignment that’s due is attached to your e-mail.b. You aren’t sure your local agent gave you correct information about the water damage clause
What determines whether a congratulatory business message is timely? (Objective 6)
Describe the content that should be included in an invitation. (Objective 5)
Claims and condolences concern negative or unpleasant circumstances. Why are they written using the direct plan? (Objectives 4 and 5)
Why are threats ineffective when making a claim? How do you react when someone makes an angry threat? (Objective 4)
What benefits can be gained from an effective sales appeal in an adjustment message?(Objective 4)
How can enumerating the questions in a request help both the person who writes the message and the person who responds to it? (Objective 4)
Which of the following paragraphs would be more appropriate for the sales appeal of a request approval? Explain why. (Objective 3)Mr.Williams, I want to invite you to our annual sale.We have many new appliances that would look nice in your home.We are giving our customers a 25 percent discount
Name and explain the four sections of the direct plan. (Objective 2)
If a writer presents the best news (main idea) in the opening paragraph of a message, why should the receiver read the rest? (Objective 1)
Draw on your experience at work or school. What routine or neutral messages have you sent or received in the past two weeks? Were they presented using the direct plan? (Objective 1)
Correct the following memo headings: (Objective 5)a. TO: Ebony Cartier FROM: Seth Maas Subject: Fiscal Year Closing Procedures Date: June 1, 200–c. 2008 June 09 SUBJECT: Vacation Requests TO: Department Managers FROM: John Demgen
Visit the Postal Service website (www.usps.com) or your local post office to learn the difference between certified mail and registered mail.Then, address an envelope (or paper cut to the appropriate size) to be sent by you to the mailing address below using the delivery notation that will provide
Prepare a memo to your instructor describing the advantages and features of the simplified letter format.
Obtain and examine the letterhead stationery and envelopes used at your school or at another organization your instructor selects, and then answer the following questions: (Objectives 1, 4, and 6)a. Are the color and quality of the paper used for the letterhead and envelope the same?b. Does the
Display the following date, inside address, salutation, and text as (a) a letter using full block format and open punctuation, (b) a letter using modified block format with indented paragraphs and mixed punctuation, and (c) a simplified letter.Assume the letter will be printed on letterhead
Correct the following inside addresses and salutations: (Objectives 1 and 2)a. AmberQuest, Inc.689 City Center Drive, Suite 206 Aurora, CO 80016-5320 Dear Ms. Kilichowskyb. Ambrose Britton,MD Plains Clinic 1229 Prairie Road Emporia, KS 66801-9479 Dear Dr. Britton, MD:c. G. P. Sellner, Jr.682 First
Rewrite any of the complimentary closings that are not appropriate for the situation. (Objective 1)Situation Complimentary Closinga. Letter to your state senator Cordiallyb. Letter to a new customer Respectfullyc. Letter to a long-time customer Sincerely
Respond to the following e-mail from a friend. Follow your instructor’s directions about whether to print your message or send it to him or her electronically. (Objective 1)I want to apply for a job listed in today’s paper, but there’s no company name—just a post office box.What should I
Technology. Use word processing or other software to design a letterhead that could be used for your personal business correspondence. (Objective 1)
Name and discuss the four factors to consider when selecting stationery. (Objective 6)
Why do organizations choose to use high-quality paper for letters but not for memos? (Objective 6)
Name and identify the placement features of the three business letter formats discussed in this chapter. (Objective 3)
Name and explain the two punctuation styles that can be used with letters. (Objective 2)
Explain where to place addressee and delivery notations on a letter and on an envelope.(Objectives 2 and 4)
In what way can an enclosure notation help a message reader? a message writer? (Objective 2)
Explain how an attention line and a subject line differ in (a) purpose and (b) placement. (Objective 2)
What items are included in the signature block of a letter? How and where is the writer identified in a memo? (Objectives 1 and 5)
What formatting guidelines should be followed if a letter is too long to fit onto one page?(Objective 1)
List and explain the seven standard parts of a letter. (Objective 1)
Technology. J. J.Peak plans to send the following e-mail to his new boss, someone who has been with the company only three weeks. Knowing this is a business message and that J. J. hasn’t had much time to develop a casual,working relationship with his new boss, convert the message to one more
Teamwork. Form a three-person group. Assign each person in the group one of the Internetbased electronic message systems: e-mail, instant messaging, or blogs.Have him or her informally interview five students and three businesspersons, asking them if they use the technology, and, if so, what they
Global. Technology. Access the home page of two companies based in countries other than the United States and two similar companies in the United States (e.g., financial institutions, airlines).In which ways do the home pages for companies based outside the United States differ from those for
Teamwork. Technology.Work with one other student to search the Internet for information on how e-mail, instant messaging, and blogs have affected writing skills, including tone or voice, spelling, grammar, and style. Write an e-mail to your instructor summarizing your findings.(Objective 4)
Ethics.Teamwork. In a group of three to five students, research on the Internet how blogs and instant messaging are being used in business. As a class, discuss your findings. (Objective 4)
Teamwork. Work with one other student. Exchange the messages you wrote in Exercise 7 and read them silently, then aloud.Discuss whether and how the tone you thought you used in your message paralleled the tone the receiver conveyed when he or she read the message aloud.What, if anything, should be
Technology. During the past few weeks, you’ve received many—too many—e-mails that contain chain letters, jokes, recipes, and other nonbusiness material. An occasional message of this nature is a nice diversion and can enhance morale within an organization, but too many clog the system and
Revise and edit the following message so that it communicates more clearly and concisely to an American receiver with an average reading level (Objectives 2 and 3):I recently was petitioned to consummate an assessment of my supervisor. He registered very prominently in several of the domains on the
In conjunction with the launch of a new program of study, your school will host an open house on the second Tuesday of next month. You have been asked to announce the event to the students in your school and to the community. Analyze the two groups of receivers and then outline the who, what, when,
Technology. Use the spell-check feature of your word processing program to check for errors in the following paragraph. Compare the results with errors you find as you proofread the text.(Objective 2)Paula were working a loan in the jewelry department. Tree choppers approached the counter while he
Teamwork. Technology. Form a four-person group consisting of two subgroups. Each subgroup will find an appropriate substitute for the words in the following list. One subgroup will use a traditional (book) thesaurus, the other the electronic thesaurus feature of a word processing software program.
You have just received a letter from a customer who purchased new rims for his car from your tire store several months ago. He paid for the rims when he ordered them because they were a special order. The rims arrived after a month and were mounted on the wheels. Three days later the customer
Briefly describe (a) two specific situations in which you would choose to use oral communication and (b) two specific situations in which you would choose to use written communication. Give your instructor a printed copy of the descriptions and your rationale for the medium you chose for each
Why is audience analysis important when designing a web page? (Objective 4)

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