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Business Communication In Person In Print Online 10th Edition Amy Newman - Solutions

17. Evaluate a company response to comments online.Imagine that you are a manager at the department store JCPenney. A new employee, Marni, is responding to customer comments online and wants your advice on her draft. She says that she wants to keep responses short and doesn’t see the point of
16. Send an email response to a highly positive customer comment.Imagine that you just found this comment about your new dog-training company online. Using the Yelp guidelines in Figure 13, write a response that shows appreciation for the comment.The Best $ You Could Spend February 21, 2017 See all
15. Respond to a positive customer online post.Imagine that you’re the general manager of the Hotel Urbano in Miami and find this review on TripAdvisor. Use the Yelp guidelines in Figure 13 to write a response that would be posted on TripAdvisor.
14. Decide whether to respond to online reviews.Read three tweets about Gap. If you were in charge of customer service, to which, if any, of these reviews would you respond? Why or why not? In small groups, discuss your rationale for whether to respond to each review. If you do choose to respond,
13. Write a thank-you note.Imagine that you work for In the Loop Soup Kitchen, a local food pantry. Earlier this week, a man came into the facility with a gun. Fortunately, no one was hurt, but people were frightened. Write a note to your local police department thanking them for their quick
12. Write a recognition email.Imagine that you’re a store manager for a local Costco. Brian, one of the sales associates who reports to you, has a reputation of going above and beyond to help customers. You just received a copy of this note, which a customer sent to Brian:Dear Brian, Thank you so
11. Write a congratulations note.Imagine that your former boss just won a “Manager of the Year” award. Handwrite a note congratulating the manager, and make it meaningful by referring to your own experience as his or her employee. Include whatever details and examples you believe are relevant
10. Write a team response to a request.You are a member of the Presidents’ Council, which consists of the presidents of all oncampus student organizations. You just received a memo from Dr. Robin H. Hill, dean of students, wanting to know what types of service projects the student organizations
9. Respond to a child’s request for a LEGO set.For two years, James Groccia, an 11-year-old boy with Asperger’s Syndrome, saved up for his dream LEGO train set, only to learn that the set had been discontinued. James wrote a letter to LEGO, hoping for the set or a lead to find one.12 For two
8. Respond to a speaking request.Imagine that your former employer invites you back to speak to their human resources department. They want to know your perspective as a former employee or intern. Read the following email, and write a response accepting the invitation.Delete Junk Reply Reply All
7. Evaluate responses to the request for information about school.Compare responses to the previous exercise. When you look at two other students’responses to the same request for information, you’ll likely see differences. Some differences may reflect high school experiences; you’ll provide
6. Respond to a request for information about school.Imagine that you receive an email from a student at your former high school, asking you about life at your college. Read the message below, and then write a response.Delete Junk Reply Reply All Forward Print To Do Email To:From: Penny Garzon
5. Write an email to employees about new security procedures.Imagine that you work for a news organization. Because of recent bomb threats to your building, facility management will implement new security procedures. In the past, employees would walk to the elevators freely, but starting two weeks
4. Write an email to request repair or maintenance.Is something broken where you live? Try to get it fixed by sending an email to the building manager. Specify the problem and why it’s important to repair. Or you could ask for other services, such as better garbage removal or more heat. In class,
3. Request information about a product.Research a product that you would like to buy. Look at the product description on the company’s website, and read consumers’ product reviews online. Think of one or two questions that you would like to know before deciding to buy the product. For example,
2. Request health club membership information.Research a local health club online. Look at all of the information on the club’s website, and find one question that isn’t answered online. For example, you might ask a question about cancelling membership, suspending membership temporarily,
1. Request alumni organization membership information.Whether you’re graduating this year or a few years from now, you may want to join a local alumni organization. Write an email to the head of the alumni association in the area you might live. Include specific questions about membership fees,
30. Emphasize receiver benefits.Revise the following sentences to emphasize receiver benefits.a. We have been in the business of repairing sewing machines for more than 40 years.b. We need donations so that we can expand the free-food program in this community.c. Company policy requires us to
26. Use positive language.Revise the following paragraph to eliminate negative language.We cannot issue a full refund at this time because you did not enclose a receipt or an authorized estimate. I’m sorry that we will have to delay your reimbursement. We are not like those insurance companies
25. Vary emphasis in a memo.Assume that you have evaluated two candidates for the position of sales assistant. This is what you have learned:●● Carl Barteolli has more sales experience.●● Elizabeth Larson has more appropriate formal training (earned a college degree in marketing and
24. Revise this passage to avoid platitudes, obvious flattery, and exaggeration.You, our loyal and dedicated employees, have always been the most qualified and the hardest working in the industry. Because of your faithful and dependable service, I was quite surprised to learn yesterday that an
23. Revise sentences to convey a confident tone.Revise the following sentences to convey an appropriately confident attitude.a. Can you think of any reason not to buy a wristwatch for dressy occasions?b. I hope you agree that my offer provides good value for the money.c. Of course, I am confident
22. Revise a paragraph to convey an appropriate tone.Revise the paragraph to create a more confident, less presumptuous tone.If you believe my proposal has merit, I hope that you will allocate $50,000 for a pilot study. It’s possible that this pilot study will achieve my profit estimates so that
21. Adjust paragraph length.Read the following paragraph and determine how it might be divided into two or more shorter paragraphs to help the reader follow the complex topic being discussed.Transforming a manuscript into a published book requires several steps.After the author submits the
20. Insert transitions for paragraph coherence.Insert logical transitions in the blanks to give the following paragraph coherence.Bits ‘n’ Bytes is widening its lead over Desktop Computing in the computermagazine war. ______ its revenues increased 27% last year, whereas Desktop Computing’s
19. Use transitions for paragraph coherence.Revisit the Honda Accord paragraph in Exercise 17. Now that you have sentences in a logical order, add transitions to improve coherence.
18. Order sentences into a logical paragraph (Nick’s Pizza).Place a number (from 1 to 8) next to each sentence to represent its position within the paragraph. Hint: The broadest statement will be the first sentence.But, as Nick says, “I decided I needed to do what felt like the right thing to
17. Order sentences into a logical paragraph (Honda Accord).Place a number (from 1 to 7) next to each sentence to represent its position within the paragraph. Hint: The broadest statement will be the first sentence.The Accord has 17-inch alloy wheels.The car’s wide-opening doors provide easy
16. Check and revise sentences for parallel structure.Determine whether the following sentences use parallel structure. Revise sentences as needed to make the structure parallel.a. T he executive at Ernst & Young writes reports quickly, accurately, and in detail.b. T he bride hates wearing heels,
15. Use active and passive voice.Working in groups of three, identify whether each of the following sentences is active or passive. Then, discuss whether the sentence uses active or passive voice appropriately and why. Next, change the sentences that use an inappropriate voice.Sentence Example
14. Vary sentence length.Write a long sentence (40 to 50 words) about a company or person you admire. Then revise the sentence so that it contains 10 or fewer words. Finally, rewrite the sentence so that it contains 16 to 22 words. Which sentence is the most effective? Why?
13. Practice sentence variety.Rewrite the following paragraph by varying sentence types and sentence lengths to keep the writing interesting.Smartfood was founded by Ann Withey, Andrew Martin, and Ken Meyers in 1984. The product was the first snack food to combine white cheddar cheese and popcorn.
12. Practice writing different types of sentences.Write a simple, a compound, and a complex sentence that incorporates both items of information in each bullet. For the complex sentences, emphasize the first idea in each item.a. T he new smartphone will be available on Wednesday / The smartphone
11. Identify types of sentences.What type of sentence—simple, compound, or complex—is each of the following? Internal punctuation has been omitted to avoid giving hints. Compare your answers to others’ in the class.a. Now that she has found her true love “The Bachelorette” wants women
10. Eliminate hidden verbs and hidden subjects.Revise the following sentences to eliminate hidden verbs and hidden subjects.a. T he jury needs to carry out a review of the case to make a decision about whether the actress has a violation of her alcohol probation.b. For our road trip during spring
9. Tighten a paragraph for conciseness.By how many words can you reduce this paragraph without changing the meaning?New York City is the most natural choice of a location for an innovative restaurant like Fellerton. It is no secret that New York City is a world capital in restaurant innovation. In
8. Eliminate wordy expressions.Revise the following sentences to eliminate wordy phrases by substituting a single word wherever possible. You may find other opportunities to tighten for conciseness.a. P ush the red button in the event that you see smoke rising from the cooking surface.b. More than
7. Use simple language.Revise this paragraph to make it more understandable.The privileged juvenile was filled with abundant glee when her fashion mogul employer designated her as the contemporary representative of an ostentatious couture line. Although she was temporarily employed for the summer
6. Analyze a simple explanation of a complex topic.Watch one or two videos by the company Common Craft, which creates short videos to make complex topics easy to understand.17 Go to www.commoncraft.com or search YouTube for “Common Craft,” and choose a topic that interests you. What about the
5. Use concrete language.Imagine that you work for a middle school and want to help teens develop healthier habits.How could you present these descriptions in more concrete terms? To what can each be compared? You might consider illustrating some of these with consumption over time (for example, a
4. Revise to eliminate dangling expressions.Revise these sentences to eliminate dangling expressions.a. Driving through Chicago in the fog, the street signs were hard to read.b. T he Federal Reserve banks maintain excellent relations with the major financial institutions, but they are still not
3. Write clearly and avoid slang.These two sentences are filled with business slang and clichés. Revise them using simple, clear language.Using the synergies amongst our competitors, we can formulate a program that not only capitalizes on the strengths of each of our respective constituencies but
2. Announce a new initiative using clear, simple language.As the CEO of a growing business, you want to help employees save for retirement. Many of your employees receive minimum wage and have little experience with investing money.Write a simple, clear email to employees explaining what a 401(k)
1. Improve writing style.Rewrite this company’s description to improve style and correct errors.www.shadesshuttersblinds.com
20. Revise another email gone wrong.Another angry writer sent the email below to employees of a news agency. (This is adapted from a real message—and the original was much longer.) Use the same process as in Exercise 16 to revise this email.First, discuss the issues in class. What went wrong? How
19. Revise an email gone wrong.When you read this email, you’ll know it was sent in anger. (This is adapted from a real email stemming from a similar situation.) Use the process described in Exercise 16 to revise this email.Delete Junk Reply Reply All Forward Print To Do Email From: IT Department
18. Revise a previous message.Bring in a one-page message (email, memo, or letter) you have written in the past. Exchange papers with other students (so that you’re not revising the paper of the person who is revising yours). Spend a few minutes asking the writer to give you background
17. Revise another student’s Herman Miller email.Exchange draft Herman Miller emails with other students in class (so that you’re not revising the paper of the person who is revising yours). Using the process described in Exercise 16, revise the other student’s message, and then return the
16. Revise your email to sales associates at Herman Miller.Revise your draft email to Herman Miller sales associates (from Exercise 11). What changes will you make to improve the message? Follow these steps for the revision process:a. Read the email once, revising for content. Make sure that all
15. Set goals to overcome writer’s block.In this chapter, you read about ways to overcome writer’s block. Choose two or three strategies from Figure 9 to improve your writing process. Try them out, and then send an email to your instructor assessing your results. What worked well for you that
14. Write blog posts.Imagine that you work for Southwest Airlines and have been asked to write a few entries on their “Nuts About Southwest” blog. Write three short posts (about 50 words each).Write one post about a recent national holiday, one post to encourage viewers to visit your website,
13. Format a letter.You have just finished collecting donations for the American Cancer Society. To thank people for donating, you will send individual letters. Using guidelines in this chapter and in the Reference Manual, format your letter. You do not need to write the letter; just create the
12. Write a company memo to announce a new organizational structure.Imagine that you have just acquired a company and have brought in an entirely new management team—five of your classmates. In a separate message to employees, you have communicated the rationale for the changes. Now, you would
11. Write a draft email to the sales team at Herman Miller.Using the principles discussed for effective email communication, write a draft email to a team of sales associates. Imagine that you work for Herman Miller, a company that sells high-end office furniture. Today, the associates typically
10. Write a draft restaurant review.Now that you have your outline for Exercise 7, draft your restaurant review. Practice free writing for this activity to avoid moving to the revision stage too quickly. Don’t worry about formatting for this exercise; just practice moving from an outline to a
9. Practice free writing.Without judgment, write for five minutes without stopping. Write anything. If you get stuck, write about the process of writing. After five minutes, review what you wrote and make a list of only positive aspects of your writing. Focus on your penmanship, word choice, sense
8. Assess how you feel about writing.Rate how you feel about yourself as a writer and about the process of writing.Mostly True Mostly False I’ve been told I’m a good writer.I’ve been told I’m a poor writer.I feel good about myself when I’m writing.I enjoy writing.Writing causes me
7. Organize a restaurant review.Prepare to write a review of a restaurant or a dining facility on campus. Use the process outlined in this chapter:●● Brainstorm ideas. What do you think is important to include in your review? Draw a mind map.●● Create a hierarchy of ideas. How will you
6. Brainstorm new ice cream flavors.Workings in groups of three or four—without censoring your ideas—come up with as many new ice cream flavors as you can. Make a list of all the suggestions, and then share your list with the other groups in the class. How does your list compare to the other
5. Plan the organization of messages.For the situations in Exercise 4, imagine what the audience reaction might be and write a sequential outline of your points. Explain why you chose the order you did.
4. Identify general-purpose statements and communication objectives for several situations.Read the following situations and write a general-purpose statement and a specific communication objective—the results you want—for each.●● As the manager of a small retail-clothing store, you write
3. Evaluate audience focus in a company invitation.The Century Aurora 16 theater in Colorado, where 12 people were killed and 58 injured, reopened a few months after the horrific shooting incident. To encourage people to return, the theater sent invitations to the victims’ families, for a
2. Analyze an instructor as the audience.If you were a business communication instructor and received this email from a student, how would you react? Analyze your instructor as an audience for this student’s message, and consider changes the student might make to achieve his or her purpose.
1. Complete an audience analysis of housekeeping staff.Imagine that you work for a small, independent hotel. Management has decided to change housekeepers’ hours from 8:00 a.m–4:00 p.m. to 8:30 a.m.–4:30 p.m. Using the five audience analysis questions in Figure 2, analyze the housekeeping
21. Participate in an online meeting.Sign up for free versions of WebEx, GoToMeeting, or another service to practice participating in an online meeting. In groups of four or five, have one person take the role of facilitator to schedule a time and send an invitation to the rest of the team.During
20. Write meeting minutes.To summarize the meeting for your colleagues in the previous scenario, write up the meeting minutes. Each of you in the group should prepare minutes separately. Then, as a group, compare your minutes. Which are best and why?
19. Facilitate a face-to-face meeting.Use one of the scenarios in the previous exercise to practice facilitating and participating in a meeting.Have each person assume the role of another participant. Determine who will lead the meeting (the dean or the sales associate calling the meeting). Conduct
18. Plan a business meeting.Working in groups of five, choose one of these scenarios for the next three exercises. For the scenario you and your team members choose, prepare an email and detailed agenda to send to the other meeting participants.Scenario 1 Imagine that you are a dean at your
17. Evaluate a business meeting.Attend a business meeting at work, a city council meeting in your community, a student organization meeting at school, or some other meeting. Observe the meeting and evaluate how well the facilitator plans and runs the meeting. Write an email to the facilitator to
16. Determine the best meeting format.For each of the following scenarios, identify which format—face-to-face, conference call, online meeting, or videoconference—would work best.●● You want to close a sale with a new client.●● You have a weekly meeting with housekeeping staff at the
15. Practice texting for business.Exchange cell phone numbers with a partner, and assign roles of manager and employee.The manager is at a meeting with a client that started at 9:00 a.m. It’s 9:05 a.m., and the employee hasn’t arrived yet with the design board (large display) that shows
14. Leave a voice mail message.Imagine that you applied for a job and received the following voice mail message from the company’s HR manager:Hello. This is Mariey Catona from Bank on Me. We received your cover letter and résumé, and I’d like to schedule a phone interview with you. Will you
13. Consider Yammer for a company.In small groups, discuss how Yammer could be used at a company where you have worked.How could employees use the social networking functionality? What could be potential obstacles to implementing it? What could be the benefits and downsides?
12. Propose a way to include employees’ input.Imagine that you are the vice president of employee communication at a large financial services company. Management is considering redesigning the office space for customer service associates to reduce noise but keep an open environment. As part of
11. Help a company improve how it listens to customers online.Think about one of your favorite companies—or a company where you might like to work—and analyze their social media presence and engagement. Does it have a Facebook page, Twitter account, blog, or other ways to connect with customers
10. Discuss challenges with empathy.Watch Dr. Brené Brown’s TED Talk, “The Power of Vulnerability” (http://bit.ly/1fZuRnC). In groups of three, discuss the video and her how concept of vulnerability relates to empathy.If you’re comfortable, take some risks and discuss your personal views
9. Listen to an employee’s explanation.In the Write Experience exercise, “A Matter of Convenience,” you are Karl Martin, the manager of Crikey, a convenience store. You received several complaints from regular customers that the store was closed for about an hour and a half after opening
8. Observe someone listening.Working in groups of three, have one person talk about a difficult decision he or she needs to make. As he or she describes the situation, have a second person listen, using skills discussed in this chapter. The listener does not need to give advice or help the speaker
7. Assess your listening skills and ability to show empathy.Rate yourself on the following dimensions, and consider how you could become a better, more empathic listener.Never Sometimes Often Always I prefer to talk than to listen.I have a tough time listening to people whose views are different
6. See how nonverbal communication affects a speaker.Working in groups of three or four, have one person tell a three-minute story to the rest of the group. As he or she tells the story, demonstrate negative nonverbal communication: roll your eyes, cross your arms, frown, turn away, and lean back
5. Listen to key ideas and compare notes.Watch a few minutes of a news report with the class. As you’re listening, take notes about the most important points. In small groups, compare a few examples. In what ways are your notes different or similar? Did you miss important points that your
4. Analyze time norms.Think back to a meeting you attended recently, either at school or at a workplace. Did everyone arrive at the same time? How do you interpret the behavior of those who arrived first and last? Would you draw any conclusions about their status in the group or their culture,
3. Use your voice tone to convey emotions.With a partner, repeat the following groups of sentences, conveying a different emotion each time. Change the order, and see if your partner can guess which emotion you’re expressing.Today is my birthday. (excited) I didn’t get the Bank of America job.
2. Communicate without talking.This is your big chance to be a star! In front of the class, use only nonverbal communication to convey the following emotions.a. Surpriseb. Angerc. Sorrowd. Puzzlemente. Boredom See whether the class can guess your emotion. This will give you practice in matching
1. Identify facial expressions.Find a partner and take turns telling each other a three-minute story. When each of you tells your story, try to exaggerate, as if you were on stage and telling the story to a live audience. As you watch your partner, take notes on facial expressions you see, and
22. Discuss your views about Apple CEO Tim Cook’s announcement.In small groups, discuss your thoughts about Tim Cook’s article in BloombergBusinessweek.Read his statement (buswk.co/1DBoBfo) and pay attention to the organization, word choice, and tone. Why do you think Cook chose an open article
21. Use gender-neutral language.Identify at least one gender-neutral word for each of the following words:a. Policemanb. Clergymanc. Firemand. Salesmane. Mailmanf. Bellman g. Handyman h. Repairman i. Manhole cover j. Waitress
20. Improve diversity training.On the television show The Office, the company holds “Diversity Day,” a misguided attempt at diversity training for the staff. Watch Season 1, Episode 2, and see all that goes wrong. Then, be prepared to talk in class about how a diversity training program could
19. Discuss your views of using inclusive language.In small groups, discuss your views about the previous sentences. If you worked for a company and read or overheard each of these statements, would you be offended? Do you believe others might be offended? Discuss the value—and potential
18. Use inclusive language.Revise the following sentences to eliminate biased language.a. The mayor opened contract talks with the union representing local policemen.b. While the salesmen are at the convention, their wives will be treated to a tour of the city’s landmarks.c. Our company gives
17. Respond to domestic intercultural issues.As a manager, how would you respond to each of the following situations? What kind of helpful advice can you give to each party?a. A lton gets angry when several of the people he works with talk among themselves in their native language. He suspects they
16. Share your background with your peers.In groups of three, share some of your background that people may not know about you.You might talk with your peers first to determine what you’re comfortable sharing with each other and how you would like each other to react. Then, if you feel
15. Learn about someone’s cultural background.Interview a partner about one aspect of his or her cultural background. First, ask your partner which aspect of his or her cultural identity (e.g., race and ethnicity, sex and gender identity, age, sexual orientation, ability, religion, income level
14. Analyze how well a company adapts to international audiences.Choose a large, global company and explore their website. Do you find multiple versions of the company’s site for different countries? In what ways does the company adapt its writing style, use of graphics, and other features to
13. Analyze an intercultural situation.Joe arrived 15 minutes late for his appointment with Itaru Nakamura, sales manager for a small manufacturer to which Joe’s firm hoped to sell parts. “Sorry to be late,” he apologized,“but you know how the local drivers are. At any rate, since I’m
12. Present cultural differences to the class.Choose one or two students from your class to discuss their experience traveling internationally. The students may use the following questions to guide their ten-minute presentation:●● Which country did you visit, and what was the reason for your
11. Research international communication and write an advice memo.Working with a teammate, select a country for your research. Using three or more websites, outline cultural differences of the country that might impact international business dealings.Look for differences regarding customs, use of
10. Adapt to cultural differences in email responses.After you discuss your interpretation of the emails in the previous exercise, individually write separate email responses to Ms. Zimmermann and Mr. Yamashita. How can you address their concerns about the Orientation Plan, while adapting your
9. Interpret two messages from international offices.Imagine that you work for the law firm Dewey, Wright, and Howe as an intern. With a team of employees, you are working on an orientation program for new interns. Part of your plan is to have interns do research online about the firm before their
8. Set up a wiki.Set up a wiki for a class project or campus organization. Take the lead to structure the site, post initial content, and encourage everyone to participate. If you have already used wikis with teams, try a different site (e.g., Wiggio or Google Drive) to experience a new approach

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