Because business communication is a problem$-$solving activity, your book's model of the business communication process is based on a problem$-$solving approach. That is$,$ it includes several stages in addition to the actual composing of the message$$stages such as defining the communication situation and evaluating possible solutions.

Your understanding of the stages of the business communication process will be reviewed in this exercise.

The problem$-$solving research divides problems into two types: well defined and ill defined. Except in the most routine situations, business communication addresses ill$-$defined problems. This means that one must use analysis, judgment, and creativity when preparing an act of communication in order for it to have a strong chance of achieving its goals.

While it is tempting to launch into communicating as soon as one senses the need for communication, careful problem solving yields better results. Your book's model of the business communication process thus incorporates important stages of the problem$-$solving process into its eight$-$stage communication process.

The business communication process takes place within several contexts. Successful business communicators consider all relevant contexts when constructing the optimum solution to a communication problem.

Instructions: Read the brief communication scenarios below and then match the scenario to the business communication process that it best illustrates.

Selects a Communication Action

Considers Possible Solutions to a Communication Problem

Delivers the Message

Senses a Communication Need

Receives a Message

Composes the Message

Interprets a Message

Defines the Communication Problem

Match each of the options above to the items below.

Jeff is the manager of a small conference center. The administrative assistant for a company that has held several events at the center has sent him a letter complaining of the service at their latest event. Before he responds, Jeff decides to speak with the staff to gather more facts.

No answer

The Sigma Phi service fraternity at Eastern University raises money for its activities by preparing holiday $$care packages$$ for parents to send their sons or daughters who live in the dorms. It$$s now October $10$th$,$ so the fraternity mails the parents the letter inviting them to purchase Halloween goodies for their sons or daughters.

No answer

Maya reads back over an email she is writing to get her boss$$s permission to hire two more staff members. She decides to add more headings to make her argument easier to follow and to emphasize key points.

No answer

Sarah, a staff member in State University$$s technical support department, has received an email from a faculty member asking how to enter his professional information into the new system for creating and updating faculty profiles on the school$$s website. She wonders if she can instruct him sufficiently with an email response. Maybe there are better options.

No answer

Wahib is manager of customer service for a company that contracts with various doctors$$ offices to do their billing.

No answer

Martin is reading an email progress report from one of his newest, youngest employees. The employee has listed everything she$$s done during the last month rather than focusing on the project that Martin is interested in$.$ As he reads, Martin tries to figure out exactly how much progress the employee has made on the project and why she wrote the report the way she did.

No answer

Seth, the head of his company$$s employee$-$volunteer program, has arranged a special community service event for the company: spending a Saturday helping the elderly in the community prepare their houses for the winter. After careful thought, he decides that designing an attractive flyer about the event and emailing it to the employees as an attachment is the best way to enlist their participation.

No answer

As Maria looks through her email in$-$box this morning, she sees a message from a co$-$worker with the subject line $$Planning Meeting for the Trade Show.$$ She opens the message to read about the details of the upcoming meeting.

No answer