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business communication process
Business Communication Essentials A Skills Based Approach To Vital Business English 5th Edition Courtland L. Bovee - Solutions
=+1. Why must you be careful when using information from the Internet in a business report? [LO-2]
=+5. How do proposal writers use an RFP? [LO-7]
=+4. Should you use primary research before or after secondary research? [LO4]
=+. How does a conclusion differ from a recommendation? [LO-2]
=+2. What is typically covered in the work plan for a report? [LO-1]
=+1. What are the three basic categories of reports? [LO-1]
=+6 Identify the three most common ways to organize analytical reports
=+forms of primary research for business communication purposes
=+4 Explain the role of primary research and identify the two most common
=+3 Explain the role of secondary research and describe the two major categories of online research tools
=+five ways to use research results
=+how to evaluate the credibility of an information source, and identify the
=+2 Describe an effective process for conducting business research, explain
=+Adapt the three-step writing process to reports and proposals
3. If you are sending bad news in an email message, how can you use an indirect approach and still include an informative subject line? Won’t the subject line give away your message before you have the chance to explain your reasons? Briefly explain in a one to two-paragraph memo or email message
2. Why does email facilitate straight talk?
1. Do you think employers should deliver negative messages via email? Explain your answer.
8-40. MESSAGE STRATEGIES: RESPONDING TO RUMOURS [LO-7] Sheila Elliot, a well-known actor, appeared on a national talk show last night and claimed that your company’s Smoothstone cookware was responsible for her toddler’s learning disability. Elliot said the nonstick surfaces of Smoothstone pots
8-39. MESSAGE STRATEGIES: NEGATIVE ORGANIZATIONAL MESSAGES [LO-5] You work as an administrator in the security department at Simon Fraser University on top of Burnaby Mountain, just outside Vancouver. You got to work very early this morning because you knew the drive through the winter storm would
8-38. MESSAGE STRATEGIES: NEGATIVE ORGANIZATIONAL MESSAGES [LO-5] People who live for an adrenalin rush can find a way to go fast with Canada’s Bombardier Recreational Products. Bombardier is one of the world’s top makers of snowmobiles, personal watercraft, engines for motorboats, and
8-37. MESSAGE STRATEGIES: REFUSING REQUESTS FOR RECOMMENDATIONS [LO-5] You’re delighted to get a message from an old friend and colleague, Heather Lang.You’re delighted right up to the moment you read her request that you write a recommendation about her Web design and programming skills for
8-36. MESSAGE STRATEGIES: REFUSING REQUESTS FOR RECOMMENDATIONS [LO-5] Your classmates could end up being important business contacts as you all progress through your careers. Of course, this also means you might be asked for favours that you’re not comfortable giving, such as providing
8-35. MESSAGE STRATEGIES: REFUSING ROUTINE REQUESTS [LO-4] You are in a meeting, and during one of your only breaks, you get an instant message from one of your employees, marketing rep Arash Param, containing his request to attend a conference on the use of blogging for business, which is being
8-34. MESSAGE STRATEGIES: NEGATIVE ANNOUNCEMENT [LO-4] WestJet incorporates the Twitter microblogging service into its customer communications, and tens of thousands of flyers and fans now follow the airline’s Twittering staff members. Messages include announcements about fare sales (such as
8-33. MESSAGE STRATEGIES: MAKING NEGATIVE ANNOUNCEMENTS [LO-4] 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 dropping off their dry cleaning to
8-32. MESSAGE STRATEGIES: REJECTING SUGGESTIONS AND PROPOSALS [LO-5] All companies love product enthusiasts, those customers who are such fans that their activities help the company market its products and support its customers. Enthusiasts of a particular company or product often join owners
8-31. MESSAGE STRATEGIES: REFUSING A CLAIM [LO-4]You work in human resources for a company called Advertising Inflatables, which designs and builds the huge balloon replicas used for advertising atop retail stores, tire outlets, used-car lots, fast-food outlets, fitness clubs, and so on. Since you
8-30. MESSAGE STRATEGIES: MAKING NEGATIVE ANNOUNCEMENTS [LO-4] You can certainly sympathize with employees when they complain about having their email and instant messages monitored, but you’re implementing a company policy that all employees will be asked to agree to abide by when they join the
8-29. MESSAGE STRATEGIES: MAKING ROUTINE NEGATIVE ANNOUNCEMENTS [LO-5] Professional musicians do everything they can to keep the show going, particularly for tours that are scheduled months in advance.However, illness and other unforeseeable circumstances can force an act to cancel shows, even
8-28. MESSAGE STRATEGIES: REJECTING SUGGESTIONS AND PROPOSALS [LO-4] Imagine you are the president of a student club or some other campus group that is unaffiliated with any larger national or international organization. (It can be any type of organization—recreational, charitable, academic,
8-27. MESSAGE STRATEGIES: REJECTING SUGGESTIONS AND PROPOSALS; COMMUNICATION ETHICS: MAKING ETHICAL CHOICES [LO-5] Knowing how much online product reviews can shape consumer behaviour, the other cofounder of your company (who is currently across the country)has just sent you an email message that
8-26. MESSAGE STRATEGIES: REFUSING CLAIMS AND REQUESTS FOR ADJUSTMENT [LO-4] Your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new
8-25. MESSAGE STRATEGIES: REFUSING ROUTINE REQUESTS; COLLABORATION: TEAM PROJECTS [LO-4], CHAPTER 2 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
8-24. MESSAGE STRATEGIES: MAKING NEGATIVE -ANNOUNCEMENTS [LO-4] 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. Then use the questions that follow to
8-23. MESSAGE STRATEGIES: MAKING NEGATIVE ANNOUNCEMENTS; COMMUNICATION ETHICS:DISTINGUISHING ETHICAL DILEMMAS AND ETHICAL LAPSES [LO-4], CHAPTER 1 The insurance company where you work is planning to raise all premiums for extended healthcare coverage. Your boss has asked you to read a draft of her
8-22. MESSAGE STRATEGIES: REFUSING ROUTINE REQUESTS [LO-4] 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 about six weeks ago asking for an adjustment
8-21. MESSAGE STRATEGIES: REFUSING ROUTINE REQUESTS [LO-4] As a customer service supervisor for a mobile phone company, you’re in charge of responding to customers’ requests for refunds. You’ve just received an email from a customer who unwittingly ran up a $500 bill for data charges after
8-20. MESSAGE STRATEGIES: MAKING NEGATIVE ANNOUNCEMENTS [LO-4] Read the following document and(a) analyze the strengths and weaknesses of each sentence and(b) revise the document so that it follows this chapter’s guidelines.Your spring party sounds like fun. We’re glad you’ve again chosen us
8-19. We can’t refund your money for the malfunctioning MP3 player. You shouldn’t have immersed the unit in water while swimming; the user’s manual clearly states the unit is not designed to be used in adverse environments.
8-18. I’m sorry to tell you that we can’t supply the custom decorations you requested. We called every supplier and none of them can do what you want on such short notice. You can, however, get a standard decorative package on the same theme in time. I found a supplier that stocks these. Of
8-17. The airline can’t refund your money. The “Conditions”section on the back of your ticket states that there are no refunds for missed flights. Sometimes the airline makes exceptions, but only when life and death are involved. Of course, your ticket is still valid and can be used on a
8-16. Write a buffer for an email rejecting a proposal from an employee on offering fitness incentives for all staff. You like the idea but funding is not available.
8-15. Write a buffer for an email declining an invitation to speak at the association’s annual fundraising event. Show your appreciation for being asked.
8-14. You have to tell a local restaurant owner that your plans have changed, and you have to cancel the 90-person banquet scheduled for next month. Do you need to use a buffer? Why or why not?
8-13. A letter to a customer, explaining that the gaming controller he ordered for his new custom computer is on back order and that, as a consequence, the shipping of the entire order will be delayed.
8-12. An email message to a customer, informing her that one of the books she ordered from your website is temporarily out of stock.
8-11. An email message to your boss, informing her that one of your key clients is taking its business to a different accounting firm.
8-10. 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? [LO-7]
8-9. Should you ever apologize when giving an employee a negative performance evaluation? Why or why not? [LO-5]
8-8. Is intentionally de-emphasizing bad news the same as distorting graphs and charts to de-emphasize unfavourable data? Why or why not? [LO-3]
8-7. Can you express sympathy with someone’s negative situation without apologizing for the circumstances? Explain your answer. [LO-2]
8-6. Why is it important to be engaged with stakeholders before trying to use social media during a crisis or other negative scenario? [LO-6]
8-5. What are four options for declining a request to provide someone with a recommendation? [LO-5]
8-4. What is a buffer, and what is the advantage of using a respectful, ethical buffer? [LO-3]
8-3. What is the sequence of elements in a negative message organized using the direct approach? [LO-2]
8-2. What questions should you ask yourself when choosing between the direct and indirect approaches? [LO-1]
8-1. What are the five general goals when delivering bad news? [LO-1]
7. Describe an effective strategy for responding to negative information in a social media environment.
6. List the important points to consider when conveying negative organizational news.
5. Describe successful strategies for sending negative employment-related messages.
4. Describe successful strategies for sending negative messages on routine business matters.
3. Explain how to use the indirect approach effectively when conveying negative news and explain how to avoid ethical problems when using this approach.
=+Learn how to set up a Twitter account and begin tweeting. Visit http://real-timeupdates.com/bce5, click on “Student Assignments” and then click on “Twitter Screencast.”
=+Would the package sell the product or service to you? Why or why not?
=+l. Is the message in the letter and on the supporting pieces believable?
=+Does it use eyecatching graphics?
=+k. Does the letter or package have an unusual format?
=+j. How many and what kinds of enclosures (such as brochures or CDROMs) are included for support?
=+i. What selling points and consumer benefits does the letter offer?
=+h. What emotional appeals and logical arguments does the letter use?
=+g. What needs does the letter appeal to?
=+f. Did the letter writer follow the AIDA model? If not, explain the letter’s organization.
=+how many times?
=+Is the letter personalized with your name or your family’s name? If so,
=+e. What kind of letter is included? Is it fully printed, printed with a computer fill-in of certain specific information, or fully computer typed?
=+d. What, if any, technique was used to encourage you to open the envelope?
=+solicit a phone response, make a mail-order sale, obtain a charitable contribution, or do something else?
=+c. What is the purpose of the direct-mail package? Has it been designed to
=+b. What are the demographic and psychographic characteristics of the intended audience?
=+a. Who is the intended audience?
=+glossy sales messages. Your instructor might also ask you to share the package and your observations in a class discussion.
=+answer the following questions to help you analyze and learn from the approach used by the communication professionals who prepare these
=+mail often brings a selection of sales messages to your front door. Find a direct-mail package from your mailbox that includes a sales letter. Then
=+c. Now rewrite the sales message.The daily
=+How would you improve the “call to action,” the point in the message that asks the reader to make a purchase decision?
=+Does this message make effective use of the AIDA model?
=+ What about the use of language and the tone of the text?
=+Given that customers already know ScrubaDub, what can you do to improve the body of the brochure? Can you identify selling points versus benefits?
=+How can you use this information to develop a better opening?
=+What can you assume about the audience, which is made up of regular customers?
=+b. Develop a plan for improving the message. The following questions will help you organize your thinking:
=+a. Describe the mistakes made by the writers of this message.
=+c. Now rewrite the letter. Don’t forget to leave ample time for revision of your work before you turn it in.
=+• Create an appropriate closing.
=+• Improve the order of material presented in the body of the letter.
=+• Find a way to establish your credibility.
=+• Use the “you” attitude to gain attention in the opening.
=+• Determine whether to use the direct or indirect approach.
=+b. Develop a plan for rewriting the letter. The following steps will help you organize your thoughts before you begin writing:
=+a. Describe the flaws in this persuasive request for adjustment.
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