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business communication process
Busin.ess Communi.cation Essentials 5.th Cana.dian Edition Cou.rtland Bov.ee - Solutions
=+. I wish he would get off of the phone.
=+1. Where was your argument leading to?
=+Identify at least three ways in which the podcast could be improved and draft a brief e-mail message that you could send to the podcaster with your suggestions for improvement.
=+7. Media Skills: Podcasting [LO-6] To access this podcast exercise, visit http://real-timeupdates.com/bce5, click on “Student Assignments,” and select “Chapter 6, page 147, Activity 6” and listen to this podcast.
=+wants an update on how petroleum prices are affecting customer behavior.Each district manager should be ready with a brief report. After I go through the commission reporting scheme, I’ll outline what you need to prepare.
=+important bit. Speaking of our beloved CEO, Thomas is going to be our guest of honor, so to speak, at the quarterly sales meeting next week and
=+and industry sector. Hope this helps you see where you’re doing well and where you might beef things up a bit. Oh yeah, I almost forgot the most
=+commission reporting. I’ll go into the details in minute, but when you log onto the intranet, you’ll now see your sales results split out by product line
=+the biz inside and out and probably can offer insight into just about any sales challenge you might be running up against. We’ll post more info on the co-brand deal next week; should be a boost for all of us. Other than those two news items, the other big news this week is the change in
=+in all four domestic regions. Pretty funny, huh? Selma left Uni-Plex because she wanted sell our products instead, and now she’s back selling her old stuff, too. Anyway, try to chat with her when you can; she knows
=+So there I am, having lunch with Selma Gill, who just joined and took over the Northeast sales region from Jackson Stroud. In walks our beloved CEO with Selma’s old boss at Uni-Plex; turns out they were finalizing a deal to co-brand our products and theirs and to set up a joint distribution
=+what you’ve learned in this chapter.
=+information they contain isn’t valuable enough to justify the time it takes to listen. You aren’t pleased, but you want to improve. An assistant transcribes the introduction to last week’s podcast so you can review it.You immediately see two problems. Revise the introduction based on
=+the podcast after the first couple weeks. Someone eventually admits that many staffers feel the recordings are too long and rambling, and the
=+6. Media Skills: Podcasting [LO-6] You’ve recently begun recording a weekly podcast to share information with your large and far-flung staff.After a month, you ask for feedback from several of your subordinates, and you’re disappointed to learn that some people stopped listening to
=+describes the product and the sale. Be sure to include a link back to the website so your Twitter followers can learn more.
=+of the Knitting-Warehouse website at www.knitting-warehouse.com, select any product that catches your eye, and write a Twitter update that
=+marketing staff of Knitting-Warehouse, and you like to keep your loyal shoppers up to date with the latest deals. Visit the “Sale Items!” section
=+5. Media Skills: Microblogging [LO-5] Busy knitters can go through a lot of yarn in a hurry, so most keep a sharp eye out for sales. You’re on the
=+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.”
=+c. Now rewrite the post. Don’t forget to leave ample time for revision of your own work before you turn it in.
=+5. Choose between direct and indirect approaches.
=+4. Outline the major supporting points.
=+3. Define the main idea.
=+2. Identify and analyze your audience.
=+1. Determine the purpose.
=+b. Develop a plan for rewriting the post. Use the following steps to organize your efforts before you begin writing:
=+a. Describe the flaws you discovered in this blog post.
=+We will not be responsible for personal belongings during the move.
=+We have provided boxes. The move will happen this weekend. We’ll be in our new offices when you arrive on Monday.
=+You can put the items you had up on your walls in boxes, also.
=+need to clean out your desk, put your stuff in boxes, and clean off the walls.
=+We are hoping to be back at work soon, with everything running smoothly, same production schedule and no late projects or missed deadlines. So you
=+numerous errors made by the writer of the following blog posting. List them below and then plan and write a better post, following the guidelines given.[headline]Get Ready![post]
=+From what you’ve learned about planning and writing business messages, you should be able to identify
=+c. Now rewrite the e-mail message. Don’t forget to leave ample time for revision of your own work before you turn it in.
=+5. Choose between a direct and an indirect approach.
=+4. Outline the major supporting points.
=+3. Define the main idea.
=+2. Identify and analyze your audience.
=+1. Determine the purpose.
=+b. Develop a plan for rewriting the message. Use the following steps to organize your efforts before you begin writing:
=+a. Describe the flaws you discovered in this e-mail message.
=+2. For each of these audiences, which medium (or media) should you use to send your message?
=+1. What audiences will you need to consider in your response?
=+you need to make this decision, and how could you be sure you are making an ethical choice? [LO-5]
=+5. A former classmate reached out to you through LinkedIn and asked for a favor: Would you be willing to review her company’s motorcycle accessories on your popular motorsports blog? What information would
=+loyalty. The company president wants to ban blogging entirely so that bloggers don’t accidentally share too much prerelease information about upcoming games. Would this be a wise move? Why or why not? [LO-5]
=+other designers and programmers maintain blogs that give players insights into game design techniques and that occasionally share tips and tricks. You have thousands of readers, and you know your blog helps build customer
=+are also concerned about competitors getting their hands on all this“prerelease” information. If they learn too much too soon, they can use the information to improve their own products more quickly. You and several
=+releases. In fact, to build interest, your company’s public relations department carefully doles out small bits of information in the months before a new title hits the market. However, you and others in the company
=+4. In your work as a video game designer, you know that eager players search the web for any scrap of information they can find about upcoming
=+3. If one of the benefits of blogging is the personal, intimate style of writing, is it a good idea to limit your creativity by adhering to conventional rules of grammar, spelling, and mechanics? Why or why not? [LO-5]
=+2. Is leveraging your connections on social networks for business purposes ethical? Why or why not? [LO-2]
=+1. Given the strict limits on length, should all your microblogging messages function as teasers that link to more detailed information on a blog or website? Why or why not? [LO-1]
=+5. Why does a personal style of writing help blogs build stronger relationships with audiences? [LO-5]
=+4. Does the three-step writing process apply to IM? Why or why not? [LO-4]
=+3. How can businesses make use of social networks such as Facebook for business communication? [LO-2]
=+2. How do the compositional modes of orientations, summaries, and teasers differ? [LO-2]
=+1. What are the situations in which a printed memo or letter might be preferable to an electronic message? [LO-1]
=+6 Explain how to adapt the three-step writing process for podcasts
=+5 Describe the use of blogging and microblogging in business communication and briefly explain how to adapt the three-step process to blogging
=+2 Describe the use of social networks, user-generated content sites, and community Q&A sites in business communication
=+describe the nine compositional modes needed for electronic media
=+Identify the major electronic media used for brief business messages and
7-36. MESSAGE STRATEGIES: WRITING POSITIVE MESSAGES; COMPOSITION MODES: SUMMARIZING [LO4] As energy costs trend ever upward and more people become attuned to the environmental and geopolitical complexities of petroleum-based energy, interest in solar, wind, and other alternative energy sources
7-34. MESSAGE STRATEGIES: WRITING POSITIVE MESSAGES [LO-4] Mountain Equipment Co-operative (MEC)has become one of the greenest companies in Canada, adopting a variety of technologies and practices that have reduced its energy usage greatly.7-35. MESSAGE STRATEGIES: REVISING A PROCEDURE [LO-4]
7-33. MESSAGE STRATEGIES: WRITING ROUTINE REPLIES [LO-4] You are director of customer services at Highway Bytes, which markets a series of small, handlebarmounted computers for cyclists. These Cycle Computers do many things, from computing speed and distance travelled to displaying street maps with
7-32. MESSAGE STRATEGIES: WRITING ROUTINE MESSAGES [LO-4] , Chapter 6 As a training specialist in the human resources department at Rocky Mountain Cycles, you’re always on the lookout for new ways to help employees learn vital job skills. While watching a production worker page through a training
7-31. MESSAGE STRATEGIES: MAKING ROUTINE REQUESTS [LO-2] As a consumer, you’ve probably bought something that didn’t work right or paid for a service that didn’t turn out the way you expected. Maybe it was a pair of jeans with a rip in a seam that you didn’t find until you got home or a
7-30. MESSAGE STRATEGIES: WRITING POSITIVE MESSAGES [LO-4] You are an assistant manager in a fine restaurant in Toronto and have accompanied your boss to the Vancouver International Wine Festival, a premier event in the wine industry. More than 800 wines and 197 wineries from 15 countries are
7-29. MESSAGE STRATEGIES: REQUESTING A RECOMMENDATION [LO-2] Assume you have completed your educational program and have landed an interview with an employer who has asked you to supply a letter of recommendation from one of your professors or past employers. You are quite excited about the job
7-28. MESSAGE STRATEGIES: WRITING POSITIVE MESSAGES; MEDIA SKILLS: MICROBLOGGING [LO-4], CHAPTER 6 Locate an online announcement for a new product that you find interesting or useful. Read enough about the product to be able to describe it to someone else in your own words and then write four
7-27. MESSAGE STRATEGIES: WRITING ROUTINE REPLIES; COMPLETING: EVALUATING CONTENT, ORGANIZATION, AND TONE [LO-4], CHAPTER 5 Analyze the strengths and weaknesses of this message and then revise it so that it follows this chapter’s guidelines for responding to requests for adjustments:
7-25. MESSAGE STRATEGIES: MAKING ROUTINE REQUESTS; COMPLETING: EVALUATING CONTENT, ORGANIZATION, AND TONE [LO-2], CHAPTER 5 Analyze the strengths and weaknesses of this message and then revise it so that it follows this chapter’s guidelines for routine requests for information:
7-24. To schedule an appointment with one of our knowledgeable mortgage specialists in your area, you can always call our hotline at 1-800-555-8765. This is also the number to call if you have more questions about mortgage rates, closing procedures, or any other aspect of the mortgage process.
7-23. Thank you in advance for sending me as much information as you can about your products. I look forward to receiving your package in the very near future.
7-22. I need your response sometime soon so I can order the parts in time for your service appointment. Otherwise your air conditioning system may not be in tip-top condition for the start of the summer season.
7-21. Based on this audience analysis, would you use the direct or the indirect approach for this message? Explain your reasoning?
7-20. How is the audience likely to respond to this message?
7-19. If the company is large and employees work in a variety of locations around the world, which medium would you recommend for communicating this message?
7-18. If the company is small and all employees work in the same location, which medium would you recommend for
7-17. In today’s meeting, we were happy to have the opportunity to welcome Paul Eccelson. He reviewed some of the newest types of order forms. If you have any questions about these new forms, feel free to call him at his office.
7-16. The director plans to go to the meeting that will be held on Monday at 11:00 a.m. but plans to arrive early to speak individually with department heads.
7-15. We wanted to let you know that we are giving a special tote bag with every $100 donation you make to our radio station.
7-14. We wanted to invite you to our special 40 percent off byinvitation-only sale. The sale is taking place on November 9.
7-13. Sorry it took us so long to get back to you. We were flooded with résumés. Anyway, your résumé made the final 10, and after meeting three hours yesterday, we’ve decided we’d like to meet with you. What is your schedule like for next week?Can you come in for an interview on June 15 at
7-12. Thank you for contacting us about the difficulty you had collecting your luggage at the Pearson airport. We are very sorry for the inconvenience this has caused you. Travelling can create problems of this sort regardless of how careful the airline personnel might be. To receive compensation,
7-11. I can’t make heads or tails of this trip report. Did you accomplish the tasks you set out to accomplish or only some of them or none of them? I see that you visited four separate clients but instead of enumerating the outcome of each meeting in a separate way, the conclusion of your report
7-10. 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 information at this point. How should you handle the situation? [LO-4]
7-9. 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 any responsibility? Briefly explain. [LO-4]
7-8. The latest issue of a local business newspaper names 10 area executives who have exhibited excellent leadership skills in the past year. You are currently searching for a job, and a friend suggests that you write each executive a congratulatory letter and mention in passing that you are
7-7. You’re applying for a job as a website designer at a digital marketing agency. In a previous job at another agency, you excelled at website design but you were also asked to “pitch”the agency’s services to potential clients. Unfortunately, you did not excel at this aspect of the job,
7-6. What are three principles to follow for writing condolence messages? [LO-4]
7-5. How can you avoid sounding insincere when writing a goodwill message? [LO-4]
7-4. What is the first step to take when writing instructions?[LO-3]
7-3. Why might a request for a recommendation be rejected, even if the person writing is qualified for the opportunity? [LO2]
7-2. How does a claim differ from an adjustment? [LO-2]
7-1. What information should be included in a routine request?[LO-1]
9. Test the instructions on someone from the target audience.
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