Questions and Answers of Essentials Of Business Communication

An e-mail inquiring about software:a. Please answer the following questions about your voice-recognition software. We would like to know how reliable the machine transcription is and whether the
An e-mail announcing introducing a new manager:a. Please welcome our new HR manager, Kristi Bostock, who comes from our Chicago office. Kristi is a 17-year management veteran with a strong focus on
Blog writer Brian Drummond needs examples and information for a blog he plans to publish on the Online Voices platform. He writes to Nadya DeAlba, office manager at a high-tech firm, requesting
Bailey Owens, an IT and teleconferencing expert, responds to a request from Mareli Barajas, who wants advice for an internal networking manual she is writing. Bailey’s advice is good, but his
Live chat operators who help customers by exchanging instant messages with them in real time play an important role in customer service. The goal of providing such direct communication online is to
Your instructor will direct this role-playing group activity. Using instant messaging, you will simulate one of several typical business scenarios—for example, responding to a product inquiry,
Podcasting done right is hard work. Most podcasts (80 percent) fail or no longer publish.98 Experts advise business podcasters first to provide quality content with an authentic voice to build value,
Browsing the podcasts at iTunes, you stumble across the Quick and Dirty Tips series, specifically Money Girl, who has been dispensing financial advice since 2008. You sign up for the free podcasts
The modern workplace is a potential digital minefield. The imprudent use of practically any online tool—whether e-mail, real-time messaging, texting, tweeting, blogging, or posting to
If you are a budding entrepreneur and future tycoon, you may be looking to successful business leaders for inspiration. Learning about and connecting with chief executives has never been easier
Why is it debatable whether business communicators should apologize?
In this chapter you learned that badmouthing businesses online can have costly consequences. Some companies have used so-called SLAPP laws to sue consumers for writing negative reviews on the
A writer compared letters and social media posts: “What is special about a letter is the time that is taken in creating a letter—that someone went to the trouble of finding a piece of paper,
Consumers in the United States and the United Kingdom enjoy some of the world’s most generous merchandise return policies. It is no wonder, perhaps, that a few shoppers presumably buy clothes and
My name is Daryl Davidson, and I am assistant to the director of Human Resources at MicroSinergie. Our company has a Yammer-based enterprise social platform, which we would like to use more
Thank you for your e-mail of February 8 in which you inquired about the availability of the best-selling OWC Mercury Pro external USB Blu-ray reader/writer.Your Task. Revise the above wordy openings
I have received your message of May 6 asking whether or not our company was able to manufacture custom metric fasteners for you. You inquired about whether we could provide a custom solution to your
This will acknowledge receipt of your inquiry of November 14 in which you ask whether we will be hosting the next edition of PACK EXPO International in Chicago, October 23–26, 2022. After canceling
Your complaint about our recent shipment of MESA 12AX7 preamp tubes that were broken in transit to you has been directed to me for response. Thank you for telling us immediately about this mishap
Who wouldn’t want to hide a messy room during a Zoom session? Millions of people were using video chat during the COVID-19 pandemic as they were working and studying from home. Some discovered they
Customer service today is omnichannel and customer-driven, so when someone wants to reach out to you on social media, you need to be there, ready to respond. Of course, having an official response
As a member of the planning committee for an upcoming conference, you have been asked to draft a message requesting information about whether the venue is accessible for all participants.Your
The following serious message requests information, but its poor organization and other writing faults prevent it from accomplishing its goal.Your Task. Analyze this message and list at least five
The following message responds to the inquiry in Activity 6.2. Dr. Woo asks for information about dealing with a data breach at his medical office. Mr. Gallagher, representing Safe Cybernetics, wants
Your Task. Decide whether to respond to the following online posts.30 If you believe you should respond, compose a concise Facebook reply following the guidelines in this chapter. Your instructor
J.P. Morgan Chase, the largest U.S. bank based on assets, stunned the usually conservative financial sector when it parted with longstanding tradition and started allowing business-casual attire on
Your employer, Engineerian Services of Columbus, Ohio, has had an excellent year, and the CEO, Sydney Owen, would like to reward the troops for their hard work with a rustic yet comfortable winter
Nathan Forrest, founder and CEO of Forrest + Partners, is a busy architect. As he expands his business, he is looking for ecologically conscious designers who can develop sustainable architecture
As a summer intern in the Marketing Department at Garrison Scientific, Inc., in Waltham, Massachusetts, you have been working on the company’s annual catalog. You notice that staffers could save a
You run a popular restaurant for owner Joseph Grimes, and patrons have been telling you that they would like it if you installed a television in the dining area. After some hesitation, you decide to
Sleep deprivation is very common among executives and rank-and-file workers in most organizations. Hard-charging business leaders pull all-nighters or sleep only a few hours a night. When Tesla chief
The owner of Millennium Interiors, Dominique Reese, recently worked on the custom Malibu home of an NBA basketball player. He requested an oversized 12-foot mahogany entry door. Dominique ordered by
You work for Ledlow Property Management in Boise, Idaho. Your employer specializes in commercial real estate. Yesterday one of your business tenants in the tony East End neighborhood complained about
Like most consumers, you have probably occasionally been unhappy with service or with products you have used.Your Task.Select a product or service that has disappointed you. Write a claim letter
Louis Estrada is Regional Manager at Commander Electronics in Atlanta, Georgia. He received an e-mail from Joseph Grimes, a frustrated restaurant owner who is demanding a steep price match for all
As Andres McMillan, operations manager, Union Wood Products, you have a problem. Your firm manufactures quality precut and custom-built doors and frames. You have received a letter from Dominique
Microsoft shared with Business Insider the template of the goodwill letter it sends to new parents, or, more precisely, to their babies.Your Task. Evaluate the strengths and weaknesses of this
Imagine that the spouse of a coworker recently died from an infectious disease. Write the coworker a letter of sympathy.
Name the goals of business communicators in conveying negative news, and explain how they can achieve these goals.
When is the direct strategy more effective than the indirect strategy in delivering bad news?
What does expressing empathy mean in delivering apologies?
What are some strategies to manage unfavorable news on social media effectively?
Mike Michalowicz, author of Profit First and CEO of Provendus Group, quotes a famous American poet to illustrate how he refuses unpleasant potential clients: “Emily Dickinson said speak the truth
Consider this view voiced by Robert Bies, professor of management at Georgetown University: “Bad news should never come as a surprise. Failure to warn senior leadership of impending bad news, such
Recall a situation during which you chose to remain silent instead of revealing what would have been unfavorable news or negative feedback to the recipient. Why did you keep the negative news or
At a sustainability conference, Levi Strauss CEO Chip Bergh caused a viral sensation by revealing he had never laundered his two-year-old Levi’s in a washing machine. Instead, he hand-washed and
Because we are retooling our production line, we are postponing requests for company tours until the fall.Revise the above refusal so that they use passive-voice instead of active-voice verbs. If
We cannot examine new patients until we have verified their insurance coverage.Revise the above refusal so that they use passive-voice instead of active-voice verbs. If possible, present the bad news
Company policy prevents us from offering health and dental benefits until employees have been on the job for 12 months.Revise the above refusals so that they use passive-voice instead of active-voice
The manager and I have arranged for the investors to have lunch after the tour.Revise the above refusal so that they use passive-voice instead of active-voice verbs. If possible, present the bad news
Unfortunately, we cannot offer free shipping after January. Act now! Revise the following refusals so that they use passive-voice instead of active-voice verbs. If possible, present the bad news
Act now!Revise the above refusal so that they use passive-voice instead of active-voice verbs. If possible, present the bad news positively.
We are sorry to disappoint you, but our nine-day boat excursion to the Galápagos Islands has filled up quickly and is now fully booked. We can place you on a wait list that would make you only the
Your frequent flyer miles expire on December 31 because you have earned no qualifying segments during this calendar year.However, you could keep your miles if you apply for our Northeastern credit
We are pleased by your interest in our firm, but we are unable to extend an employment offer to you at this time.Revise the above sentence so that the bad news is de-emphasized in a dependent clause
Regretfully, we cannot supply you with the cabinet hinge you requested. The manufacturer no longer offers it. A new hinge should work for you, and we are sending it to you.Revise the above sentence
We cannot ship our fine steaks and hamburgers c.o.d. Your order was not accompanied by payment, so we are not shipping it.We have it ready, though, and will rush it to your home if you call us with
Unfortunately, we cannot contribute to your worthy charitable cause this year. At present we need all the funds of our organization to lease new equipment and offices for our new branch in
The following blunt refusal from a restaurant owner rejects a previously agreed-to favor. To avoid endangering a friendship and losing community goodwill, the writer needs to revise this message.Your
The following poorly written e-mail tells customers that their e-mail addresses have been hacked. However, the message is clumsy and fails to include essential information in revealing security
Having enjoyed a meteoric rise, CompuBotics Incorporated prides itself on its commitment to employees who receive generous benefits and are steeped in a supportive corporate culture. This core value
As a vice president of a financial services company, you serve many clients, and they sometimes ask your company to contribute to their favorite charities. You recently received a letter from Mia
A well-known financial blogger, Dora Wieland, is doing research for her industry blog In the Know. Specifically, she seeks information about salary and commission information of the star salespeople
As an assistant to body language expert and author Tonya Reiman, you must help her politely decline an invitation to speak at the University of South Carolina in Columbia. The business associations
As the owner of the Corporate Center in Springfield, Illinois, you must respond to the request of Troy E. Washko, one of the tenants in your two-story office building. Mr. Washko, a CPA, demands that
Atlantic Southern Airlines (ASA) had an unhappy customer. Casey Segal-Jain flew from Baltimore, Maryland, to Seattle, Washington. The flight stopped briefly at Detroit Metropolitan Airport, where Ms.
The growth of social media has spawned many platforms dedicated to customer reviews and complaints—for example, Angi, which profiles local service companies, contractors, and professionals—or
Select a product or service that you now use (e.g., Internet or cable service, water or electricity, propane or natural gas, smartphone or landline, or car insurance). Assume that the provider must
The University of South Florida St. Petersburg recently made a big mistake. It inadvertently welcomed 430 rejected applicants. The e-mail said, “Once again congratulations on your admission to
You are happy to receive a large order from Finn Valentino at 24-Hour Fitness gym. This order includes two Olympic Benches (at $349 each), three Stamina Power Towers (at $249 each), three sets of
Carlos Felix, a printing company sales manager, must tell one of his clients that the payroll checks her company ordered are not going to be ready by the date Carlos had promised. The printing
Naomi Emery, a hardworking auto damage adjuster, has sent an e-mail request asking that her employer create a program to reimburse the tuition and book expenses for employees taking college courses.
Oscar Cassandra is a dedicated volunteer who has served Infant.ly Foundation for several years. The charity has raised millions of dollars to make a difference in the lives of young children and
Microtargeting is a controversial persuasive technique. Advertisers are trying to sweet-talk Internet users into allowing them to harvest their location information, browser history, and other
The following letter from a program chair strives to persuade a well-known chef to make a presentation before a local restaurant association. But the letter is not very persuasive. How could this
In the following message, Anton tries to convince his boss, the vice president of marketing, that their company could save money by sourcing T-shirts from El Salvador. However, his message could be
A student chose LinkedIn to request a recommendation from his professor. The following message suffers from many writing faults, including poor tone and flawed persuasive strategy.Your Task.Analyze
As you have learned in this chapter, the time-tried AIDA sales technique is alive and well even in short Twitter messages. Of course, we can’t expect to find all four parts in a single tweet.Your
Build your professional online persona with effective and concise micromessages (tweets) and other social media posts.Your Task. Brainstorm to identify a special skill you have, an event you want
Besides the persuasive models introduced in this chapter, many more exist. One of the oldest and best-known modes of persuasion comes from Aristotle (384–322 BC). The Greek philosopher identified
Nanette was new to her job as administrative assistant at the Barefoot Resort & Golf in Myrtle Beach, South Carolina. Alone in the office one morning, she answered a phone call from Chas, who said he
Over the last decade, the popularity of Mediterranean and Middle Eastern cuisines has soared in the United States. Seattle’s downtown, popular with young urban professionals eager to eat healthier
Omni Hotels ranks at the top in “Highest in Guest Satisfaction Among Upscale Hotel Chains,” according to J. D. Power. The chain operates 60 luxury hotels and resorts in leading business gateways
As office manager of a Phoenix footwear and apparel company, write a memo persuading your shipping employees to reduce express delivery fees. Your FedEx and other shipping bills have been sky high,
As employee relations manager of The Clorox Company based in Oakland, California, one of your tasks is to promote Urban Farming, a global organization that has established more than 66,000 gardens in
NuStar Energy in San Antonio, Texas, is big on giving back to the community. The liquids terminal and pipeline operator considers volunteering a core value and supports it with up to 60 hours (7.5
Audience benefits sell. People are more likely to be persuaded when they see a direct or indirect benefit of a product, service, idea, or cause. Features may describe a product or service, but they
Perhaps you have been eying an electric vehicle (EV). Here is your opportunity to conduct minor research to understand your chosen EV’s features and then write a direct-mail message to pitch the
Many Americans care deeply about what they eat and feed their family. They fear conventional factory farming, wish to be good stewards of the environment, and desire a sustainable lifestyle.
A Cornell University study demonstrated that humans are really bad at spotting fake reviews. The study participants might as well have tossed a coin. This is why the researchers used machine learning
As discussed in the Communication Workshop at the end of this chapter, puffery in advertising may be tacky, but it is not illegal. Few of us take claims seriously that shout the best pastry on the
What will the workplace of the future look like, and what skills does the labor force need to adapt to rapid change and uncertainty?
List six trends in the information age workplace that can pose a challenge for business communicators.
List eight techniques for improving your listening skills. Be prepared to discuss each.
Explain nonverbal communication and its components. What do we believe more when they seem to clash—words or nonverbal cues?
List at least five techniques to successfully communicate with intercultural audiences orally and at least five tips for written messages. Be prepared to explain each.
List five recommendations for communicating successfully in a diverse and inclusive workplace. Be prepared to discuss each.
Reflect on the comments about communication made by business tycoons and billionaire investors Richard Branson and Warren Buffett. You will find them in the Office Insider features at the beginning
Do you think executives and managers spend more time listening than do workers? Why?
When Procter & Gamble launched its Pampers brand in Japan, the diaper package confused and disturbed customers. As in the United States, the package featured the picture of a stork delivering a baby.

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