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business communication today

Excellence In Business Communication 12th Global Edition John V. Thill, Courtland L. Bovee - Solutions

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Communication Ethics: Making Ethical Choices[LO-2], [LO-4] Your boss has asked you to post a message on the company’s internal blog, urging every one in your department to donate money to the company’s favorite charity, an organization that operates a summer camp for children with physical
An email message to the company president, asking that employees be allowed to carry over their unused vacation days to the following year. Apparently, many employees canceled their fourth-quarter vacation plans to work on the installation of a new company computer system.Under their current
A message to area residents, soliciting customers for your new business, “Meals à la Car,” a carryout dining service that delivers from most of the local restaurants.
A recommendation was sent by email to your branch manager to install wireless networking throughout the facility. Your primary reason is that management has encouraged more teamwork, but teams often congregate in meeting rooms, the cafeteria, and other places that lack network access—without
How does the writer establish credibility?
What reader benefits are included?
Does the writer use an emotional or a logical appeal?Why?
Is the subject line effective? Why or why not?
Does the writer use the direct or indirect organizational approach? Why?
What techniques are used to capture the reader’s attention?
A news release announcing that your company plans to invite back 50 employees who were laid off earlier in the year
A message to a long-time industrial customer, explaining that a glitch in your accounting system resulted in the customer being overcharged on its last five orders, apologizing for the problem, and assuring the customer that you will refund the overcharged amount immediately
An unsolicited message to your department manager, explaining why you believe the company’s experiment with self-managed work teams has not been successful and suggesting that one of the more experienced employees(such as yourself) should be promoted to supervisor
An unsolicited message to your department manager, explaining why you believe the company’s experiment with self-managed work teams has not been successful
Message 10.C: Media Skills: Podcasting [LO-2]To access this message, visit http://real-timeupdates.com/ebc12, click on Student Assignments, and select Chapter 10, Message 10.C. Listen to this podcast. Identify at least three ways in which the podcast could be more persuasive, and draft a brief
Message 10.B: Message Strategies: Sales Messages[LO-3]We know how awful dining hall food can be, and that’s why we’ve developed the “Mealaweek Club.” Once a week, we’ll deliver food to your dormitory or apartment. Our meals taste great. We have pizza, buffalo wings, hamburgers and curly
Message 10.A: Message Strategies: Persuasive Claims and Requests for Adjustment [LO-2]Dear TechStar Computing:I’m writing to you because of my disappointment with my new multimedia PC display. The display part works all right, but the audio volume is set too high and the volume knob doesn’t
What is likely to happen if a promotional message starts immediately with a call to action? Why? [LO-3]
Are emotional appeals ethical? Why or why not? [LO-2]
Reflect on any ineffective persuasive message that you might have written or received. Identify the possible strategic mistakes committed. [LO-2]
Why is it essential to understand your readers’ likely motivations before writing a persuasive message? [LO-1]
If it adheres to all applicable federal laws, a marketing or sales messagea. Is certain to be both legal and ethicalb. Could still violate some state lawsc. Could still be unethicald. Both b and c
Which of the following steps should you take to make sure your persuasive messages are ethical?a. Align your interest with your audience’s interests.b. Choose words that offer multiple interpretations.c. Limit the amount of information you provide to avoid overloading the audience and thereby
What is the likely reaction of mobile shoppers if they encounter e-commerce websites that are slow to load or confusing to navigate?a. They will quickly abandon such websites.b. They will shift over to their PCs and continue shopping on the websites.c. They will file complaints with the website
Which of the following is not a good guideline for using social media in sales and marketing?a. Rely on the conventional news media to distribute your messages; frequent outages and too much “chatter” make social networks unreliable.b. Identify and support your champions, those people who are
Which of the following is the best definition of social commerce?a. It encompasses any aspect of buying and selling products and services or supporting customers through the use of social media.b. It is another term for group buying or committee buying within corporations.c. It encompasses all of
What is the relationship between features and benefits?a. They are different words for the same idea.b. Features are aspects of an idea or product; benefits are the advantages that readers will realize from those features.c. Features tell people how to use a product; benefits tell them how a
How do marketing messages and sales messages differ?a. Sales messages use oral media exclusively.b. Sales messages are “hard sell,” whereas marketing messages are “soft sell.”c. Marketing messages move audiences toward a purchase decision without actually asking them to make a
Prioritizing which features and benefits to write about isa. A waste of time because people don’t read in sequential orderb. Important because doing so lets you start with low-priority issues and work your way up to high-priority issuesc. Important because it helps you focus your message on items
Why is it important to anticipate objections when planning and writing persuasive messages?a. You are legally required to anticipate audience objections in all marketing messages.b. By anticipating potential objections, you have the opportunity to address them in a persuasive manner before the
The best approach to using emotional appeals is usually toa. Use them by themselvesb. Use them in conjunction with logical appealsc. Use them only when the audience is particularly hostiled. Avoid them in all business messages
An argument that is based on facts and reason is known as a/an ____ appeal.
An argument that is based on human feelings is known as a/an ____ appeal.
The final phase of the AIDA methoda. Provides in-depth information to help generate interestb. Reduces resistance by increasing the audience’s desirec. Calls for actiond. Captures the audience’s attention
Which of the following is a good way to build desire using the AIDA approach?a. Explain how the proposed change will help your audience.b. Reduce resistance by addressing objections the audience might have.c. Explain complex ideas or products in more detail.d. Do all of the above.
The body of a message that follows the AIDA modela. Captures the audience’s attentionb. Contains the bufferc. Generates interest and heightens desired. Calls for action
The first phase in the AIDA model is toa. Do your researchb. Gain the audience’s attentionc. Analyze the audienced. Call for action
Which of the following is not a good way to establish credibility with your audience?a. Support your argument with clear reasoning and objective evidence.b. Identify your sources.c. Establish common ground with your readers.d. Present only your side of the argument to avoid reminding the audience
Why is the indirect approach often used in persuasive messages?a. It is more courteous and therefore gives the writer the opportunity to build up goodwill before slipping in the sales pitch.b. It takes less time.c. It is the traditional way to do persuasive messages and therefore expected.d. It
Which of the following is an accurate general statement about good ideas in the business world?a. Newer employees are not expected to contribute fresh ideas.b. Many good ideas pass unnoticed or are misunderstood because they are communicated poorly.c. Business leaders always jump on new ideas, even
a. Sam O’Neill the designated representative is gone today.b. Sam O’Neill, the designated representative, is gone today.c. Sam O’Neill, the designated representative is gone today.
a. Transfer the documents from Fargo, North Dakota to Boise, Idaho.b. Transfer the documents from Fargo North Dakota, to Boise Idaho.c. Transfer the documents from Fargo, North Dakota, to Boise, Idaho.
a. You can reach me at this address: 717 Darby St., Scottsdale, AZ 85251.b. You can reach me at this address: 717 Darby St., Scottsdale AZ 85251.c. You can reach me at this address: 717 Darby St., Scottsdale, AZ, 85251.
a. The firm was founded during the long hard recession of the mid-1970s.b. The firm was founded during the long, hard recession of the mid-1970s.c. The firm was founded during the long hard, recession of the mid-1970s.
a. “Talk to me” Sandra said “before you change a thing.”b. “Talk to me,” Sandra said “before you change a thing.”c. “Talk to me,” Sandra said, “before you change a thing.”
a. Stoneridge Inc. will go public on September 9 2018.b. Stoneridge, Inc., will go public on September 9, 2018.c. Stoneridge Inc. will go public on September 9, 2018.
a. Before May 7, 1999, they wouldn’t have minded.b. Before May 7, 1999 they wouldn’t have minded.
a. As a matter of fact she has seen the figures.b. As a matter of fact, she has seen the figures.
a. Your analysis, however, does not account for returns.b. Your analysis however does not account for returns.c. Your analysis, however does not account for returns.
a. Please send us four cases of filters two cases of wing nuts and a bale of rags.b. Please send us four cases of filters, two cases of wing nuts and a bale of rags.c. Please send us four cases of filters, two cases of wing nuts, and a bale of rags.
Sending Negative Organizational News [LO-6] Public companies occasionally need to issue news releases to announce or explain downturns in sales, profits, demand, or other business factors. Search the web to locate a company that has issued a press release that recently reported lower earnings or
Communication Ethics [LO-4] The insurance company where you work is planning to raise all premiums for health-care coverage. Your boss has asked you to read a draft of her letter to customers announcing the new, higher rates. The first two paragraphs discuss some exciting medical advances and the
We can’t refund your money for the malfunctioning MP3 player. You shouldn’t have immersed the unit in water while swimming; the users’ manual clearly states that the unit is not designed to be used in adverse environments.
I’m sorry to tell you, 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 course, it
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 flight to
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 $550 bill for data charges after forgetting
An announcement to the repairs department, listing parts that are on backorder and will be three weeks late
A letter from an electronics store, stating that the customer will not be reimbursed for a malfunctioning mobile phone that is still under warranty (because the terms of the warranty do not cover damages to phones that were accidentally dropped from a moving car)
A letter from an insurance company to a policyholder, denying a claim for reimbursement for a special medical procedure that is not covered under the terms of the customer’s policy
A form letter from a U.S. airline to a customer, explaining that the company cannot extend the expiration date of the customer’s frequent flyer miles even though the customer was living overseas for the past three years and unable to use the miles during that time
A letter from a travel agent to a customer, stating that the airline will not refund her money for the flight she missed but that her tickets are valid for one year
A blog post to all employees, notifying them that the company parking lot will be repaved during the first week of June and that the company will provide a shuttle service from a remote parking lot during that period
An instant message to a customer, explaining that the DVD recorder he ordered for his new computer is on backorder and that, as a consequence, the shipping of the entire order will be delayed
An email message to a customer, informing her that one of the books she ordered over the Internet is temporarily out of stock
An email message to your boss, informing her that one of your key clients is taking its business to a different accounting firm
Message 9.C: Rejecting Job Applications [LO-7]I regret to inform you that you were not selected for our summer intern program at Equifax. We had over a thousand résumés and cover letters to go through and simply could not get to them all. We have been asked to notify everyone that we have already
Message 9.B: Refusing Requests for Claims and Adjustments [LO-5]I am responding to your letter of about six weeks ago asking for an adjustment on your wireless hub, model WM39Z. We test all our products before they leave the factory; therefore, it could not have been our fault that your hub
Message 9.A: Sending Negative Organizational News [LO-6]From: M. Juhasz, Travel & Meeting Services To: [mailing list]Subject: Travel Dear Traveling Executives:We need you to start using some of the budget suggestions we are going to issue as a separate memorandum. These include using
How would you respond to a LinkedIn network connection who asks for a recommendation when you barely remember working with this person and don’t remember whether she was good at her job? [LO-7]
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-6]
An unsuccessful communication has been made at the time of a crisis by a senior manager in your organization.What, according to you, were the shortcomings of the message? [LO-6]
Is intentionally deemphasizing bad news the same as distorting graphs and charts to deemphasize unfavorable data? Why or why not? [LO-3]
Can you express sympathy with someone’s negative situation without apologizing for the circumstances?Explain your answer. [LO-2]
Would you choose the direct or indirect approach to announce that a popular employee benefit is being eliminated for cost reasons? Why? [LO-1]
When explaining why an applicant wasn’t chosen for a position, you shoulda. Be specific without being too personal, such as explaining that the position requires specific skills that the applicant doesn’t yet possessb. Point out the person’s shortcomings as that’s the honest way and the
Why do many experts recommend using the indirect app roach when rejecting job applicants?a. Applicants have a deep emotional investment in the decision.b. Laws in most states require the indirect approach.c. The indirect approach is easier to write.d. The indirect approach is shorter.
Continuing advances in communication technology make ita. Easier to control rumors through Internet filters and other meansb. More difficult to control rumorsc. Easier to find the people who start rumorsd. Illegal to spread false rumors about public corporations Objective 9.7: Describe successful
Which of the following best characterizes the nature of crisis management planning?a. Good managers should be able to anticipate the specific crisis scenarios their companies might encounter and therefore should be able to plan for every crisis in a specific way.b. Faced with everything from
Which of the following is not a normal goal when sending bad-news messages about transactions?a. Modifying the customer’s expectationsb. Explaining how you plan to resolve the situationc. Identifying who is responsible for the situation so that the customer understands you are serious about
If you need to reject a solicited proposal from an employee, which of the following approaches is best?a. Use the indirect approach, but avoid explaining exactly why the proposal does not meet your needs; it’s up to the employee to figure that out.b. Use the direct approach; rejected proposals
Which of the following is most characteristic of organizational cultures that emphasize open communication?a. Managers are willing to listen to bad news from employees, but they understand if employees don’t want to deliver bad news.b. Managers expect employees to alert them to problems so that
Which of the following is an important reason to take particular care to maintain ethics and etiquette when crafting negative messages?a. In many cases, the communicator needs to adhere to a variety of laws and regulations when delivering negative messages.b. Good ethical practice demands care and
Which of the following is a good possibility to consider for use in writing a buffer?a. Look for subtle opportunities to promote your company and its products.b. Assure the reader that your company always follows all applicable laws and regulations.c. Indicate your understanding of the reader’s
A/an ____ is a neutral, noncontroversial opening statement that establishes common ground with your reader.
The purpose of using the indirect approach is toa. Help the writer avoid the unpleasant task of delivering bad newsb. Help the reader avoid the unpleasant task of receiving bad newsc. Soften the blow of the bad news for the readerd. Reduce the word count in your messages
Which of the following is an advantage of using the indirect approach with negative messages?a. Most readers prefer the direct approach for such messages.b. It makes a shorter message possible.c. It eases the reader into the message.d. It does all of the above.
When using the indirect approach with negative messages, you begin witha. A bufferb. An attention-getterc. The bad newsd. Any of the above
An advantage of using the direct approach with negative messages is that ita. Saves readers time by helping them reach the main idea more quicklyb. Eases readers into the messagec. Is diplomaticd. Does all of the above
When using the direct approach with negative messages, you begin witha. A bufferb. An attention-getterc. The bad newsd. Any of the abov
Which of the following is an effective way to maintain the“you” attitude when crafting negative messages?a. Make sure the reader clearly understands that he or she is at fault; after all, recognizing a mistake is the first step toward improvement.b. Make it clear that you don’t enjoy giving
Which of the following should be a goal of every negative message?a. To convey the bad news clearlyb. To gain audience acceptance for the newsc. To maintain as much goodwill as possible with the audienced. To maintain a good image for your organizatione. To reduce or eliminate the need for future
Why is it good practice to explain why replying to a request could benefit the reader? [LO-1]
Should you use the direct or indirect approach for most routine messages? Why?[LO-1]
Message Strategies: Goodwill Messages [LO-4]As the largest employer in Loganville, your construction company provides jobs, purchasing activity, and tax receipts that make up a vital part of the city’s economy. In your role as CEO, however, you realize that the relationship between your company
Message Strategies: Good-News Messages[LO-4] Most people have heard of the Emmy, Grammy, Oscar, and Tony awards for television, music, movies, and theater performances, but fewer know what the Webby award is all about.Sponsored by the International Academy of Digital Arts and Sciences, the Webbys
Message Strategies: Good News Messages [LO-4]Amateur and professional golfers in search of lower scores want to find clubs that are optimized for their individual swings. This process of club fitting has gone decidedly high tech in recent years, with fitters using Doppler radar, motion-capture
Message Strategies: Writing Routine Informative Messages; Composition Modes: Summarizing [LO-4]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

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