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business
business communication

Questions and Answers of Business Communication

In complying with requests, why is it especially important that all facts are correct on letters written on company stationery?
What is an adjustment letter?
What are a writer’s three goals in writing adjustment letters?
Name four things to avoid in adjustment letters.
Name five characteristics of goodwill messages.
What are four groups of people to whom business communicators might write letters of appreciation?
Describe three elements of business letters going abroad that might be modified to accommodate readers from other cultures.
An article in a professional magazine carried this headline: “Is Letter Writing Dead?”19 How would you respond to such a question?
In promoting the value of letter-writing, a well-known columnist recently wrote, “To trust confidential information to e-mail is to be a rube.”20 What did he mean? Do you agree?
Why is it important to regain the confidence of a customer in an adjustment letter? How can it be done?
How are American business letters different from those written in other countries? Why do you suppose this is so?
Ethical Issue: Assume that you have drafted a letter to a customer in which you apologize for the way the customer’s account was fouled up by the Accounting Department. You show the letter to your
Writing Improvement Exercise: Direct Openings Your Task. Revise the following openings so that they are more direct. Add information if necessary.a. Alliance Associates has undertaken a management
Document for Analysis: Information Request Your Task. Analyze the following poorly written letter, and list its weaknesses. If your instructor directs, revise it using the suggestions you learned in
Document for Analysis: Direct Claim Your Task. Analyze the following poorly written letter, and list its weaknesses. If your instructor directs, revise it using the suggestions you learned in this
Document for Analysis: Adjustment Your Task. Analyze the following poorly written letter, and list its weaknesses. If your instructor directs, revise it using the suggestions you learned in this
Consumer Claim: The Check in the Mail Is a Bill Houston chiropractor Brett Downey cashed a $2.50 check last December from Yellow Pages Inc. of Anaheim, California. That is when his troubles began. He
What is persuasion?
List six general techniques that are effective in persuasion.
What is the first step in the writing process for a persuasive message, and why is this step important?
What four questions are receivers of persuasive messages likely to be asking themselves?
List the four major elements in a persuasive request.
List effective tools for building interest in a persuasive request.
Why is a written favor request or action request more effective than a face-to-face request?
When is persuasion necessary in business messages flowing downward in an organization?
When might persuasion be necessary in messages flowing upward?
Describe the most effective tone for a claim or complaint letter.
What could be included in an effective opening and closing of a claim or complaint letter?
Name eight or more ways to attract attention in opening a sales message.
How can a writer motivate action in a sales letter?
How do persuasive messages in high- and low-context cultures differ?
List five or more topics that an organization might feature in a press release.
The word persuasion turns some people off. What negative connotations can it have?
How are persuasive requests and sales letters similar and how are they different?
What are some of the underlying motivations that prompt individuals to agree to requests that do not directly benefit themselves or their organizations?
Why is it important to know your needs and have documentation when you make requests of superiors?
Ethical Issue: What is puffery, and how can it be justified in marketing messages? Consider the following: Dr. Phil calls himself “America’s most trusted relationship counselor.” Rush Limbaugh
Document for Analysis: Weak Favor Request Your Task. Analyze the following poorly written invitation. List its weaknesses. If your instructor directs, revise the letter. Add appropriate information
Document for Analysis: Poor Action Request for Internship Your Task. Analyze the poorly written persuasive request. List its weaknesses. If your instructor directs, revise the letter. Add any
Document for Analysis: Weak Persuasive Memo Flowing Upward Your Task. Analyze the following memo, which suffers from many writing faults. List its weaknesses. If your instructor directs, revise the
Document for Analysis: Poor Claim Letter Your Task. Analyze the following poorly written claim letter. List its weaknesses. If your instructor directs, revise it.Current dateMr. Morgan MonroeModern
Adapting a Sales Letter From Low Context to High Context The following letter, adapted from an Australian sales message, is intended for a low-context culture. Your Task. In teams, study the
What are the writer’s primary and secondary goals in communicating bad news?
Describe the four parts of the indirect message pattern.
Name five situations in which the direct pattern should be used for bad news.
What is the difference between libel and slander?
What is a buffer? Name five or more techniques to buffer the opening of a bad-news message.
What is an apology? When should an apology be offered to customers?
Name four or more techniques that cushion the delivery of bad news.
What are some typical requests that big and small businesses must refuse?
How can form letters be personalized?
Identify a process used by a majority of business professionals in resolving problems with disappointed customers.
If you must deny the claim of a customer who is clearly at fault, should you respond by putting the blame squarely on the customer?
List four goals a writer seeks to achieve in writing messages that deny credit to prospective customers.
What actions are tactful, professional, and safe when a subordinate must personally deliver upsetting news to a superior?
What are some channels that large organizations may use when delivering bad news to employees?
In Latin countries why may employees sometimes fail to report accurately any negative messages to management?
Some people feel that all employee news, good or bad, should be announced directly. Do you agree or disagree? Why?
When Boeing Aircraft reported that a laptop containing the names, salary information, and social security numbers of 382,000 employees had been stolen from an employee’s car, CEO Jim McNerney wrote
Ethical Issue: You work for a large corporation with headquarters in a small town. Recently you received shoddy repair work and a huge bill from a local garage. Your car’s transmission has the same
Writing Improvement Exercise: Organizational Patterns Your Task. Identify which organizational pattern you would use for the following messages: direct or indirect.a. A letter from a theme park
Writing Improvement Exercise: Employing Passive-Voice Verbs Your Task. Revise the following sentences to present the bad news with passive-voice verbs.a. Company policy prevents us from offering
Writing Improvement Exercise: Subordinating Bad News Your Task. Revise the following sentences to position the bad news in a subordinate clause. (Hint: Consider beginning the clause with Although.)
Writing Improvement Exercise: Implying Bad News Your Task. Revise the following statements to imply the bad news. If possible, use passive-voice verbs and subordinate clauses to further de-emphasize
Writing Improvement Exercise: Evaluating Bad-News Statements Your Task. Discuss the strengths or weaknesses of the following bad-news statements.a. Although we had hoped to do so earlier, we cannot
Document for Analysis: Request Refusal Your Task. Analyze the following letter. List its weaknesses. If your instructor directs, revise it using the suggestions you learned in this chapter.Current
Document for Analysis: Favor Refusal Your Task. Analyze the following poorly written letter, and list its weaknesses. If your instructor directs, revise it using the suggestions you learned in this
Document for Analysis: Refusing a Job Applicant Your Task. Analyze the following letter. List its weaknesses. If your instructor directs, revise it.Current dateMr. Mark Richardson3290 Lake Shore
How do you think Isabelle’s understanding of theory and method changed in adopting the approach she chose?Isabelle was very thoughtful. She had a puzzled look on her face. The dilemma she had was
What particular knowledge and skills did she develop in preparing this research?Isabelle was very thoughtful. She had a puzzled look on her face. The dilemma she had was one experienced by many
What problems do you think she would have anticipated in conducting research into pressure and coping among managers that her literature review may not have identified?Isabelle was very thoughtful.
Why is it important that your research can be related to a relevant theory base, and when during the project does the theoretical framework need to be identified?Emma was now at the start of her
Do you think that Emma is right to restrict her project to only low-cost airlines, rather than the whole industry or a comparison with another sector? Give reasons for your answer.Emma was now at the
Do you think Emma was correct in her decision not to carry out interviews? Give reasons for your answer.Emma was now at the start of her final year of her business and accounting degree. This was a
Why is it important for your research investigation that you be critical when reviewing the literature?Sarah was in the final year of her undergraduate business studies degree course. She was
What might Sarah’s project tutor mean by suggesting that a critical literature review should be ‘balanced’?Sarah was in the final year of her undergraduate business studies degree course. She
What does Sarah need to do to develop a literature review which is sufficiently critical, yet also sufficiently balanced?Sarah was in the final year of her undergraduate business studies degree
How does pragmatism differ from post-positivism and interpretivism, and are there some shared beliefs?Thomas’s work placement is at a management consultancy firm, Spectrum, which provides strategic
How can Thomas respond if Jennifer insists on a ‘pure’ qualitative method?Thomas’s work placement is at a management consultancy firm, Spectrum, which provides strategic and financial advice to
If pragmatism argues that the research questions should drive the choice of research methods, how can Thomas be sure of the quality of the research?Thomas’s work placement is at a management
How can Kevin’s management project be his research project?Kevin found the discussion on insider action research in his part-time Masters Research methods module very revealing and stimulating. He
How can Kevin contribute to both his company’s successful implementation of the acquisition and to understanding mergers and acquisitions?Kevin found the discussion on insider action research in
Are Kevin’s political concerns a distraction from his research or are they integral to it?Kevin found the discussion on insider action research in his part-time Masters research methods module very
Which factors helped Stephanie getting access to these highly sought-after organisations?Stephanie had decided to use her Masters project to build upon the research she had undertaken as part of her
What problems did Stephanie face in the access negotiation stage of her project? How did She overcomes these?Stephanie had decided to use her Masters project to build upon the research she had
What access negotiation techniques has Stephanie applied in her project?Stephanie had decided to use her Masters project to build upon the research she had undertaken as part of her undergraduate
What are the downsides of these access negotiation techniques?Stephanie had decided to use her Masters project to build upon the research she had undertaken as part of her undergraduate studies.
Outline the advantages and disadvantages of Mo Cheng’s decision to pilot her questionnaire with her friends.I’m doing really well Mum, you don’t have to worry about me. I’ve lots of friends
Critically review Mo Cheng’s approach to sampling and her subsequent data collection strategy. Can Mo Cheng meet her stated objective?I’m doing really well Mum, you don’t have to worry about
What advice would you give as Mo Cheng’s project tutor to improve the quality of her study data? Give reasons for your answer.I’m doing really well Mum, you don’t have to worry about me. I’ve
Why does the supervisor advise that Chris do a project using secondary data rather than collecting primary data?Chris was an MA student in international business and management. After taking a module
What sources of information has Chris discovered through his search?Chris was an MA student in international business and management. After taking a module entitled Intellectual Property (IP) in
Do you find Chris’s justification for his research project convincing? Give reasons for your answer?Chris was an MA student in international business and management. After taking a module entitled
Despite obtaining a distinction for the project, the supervisor commented that Chris should have discussed the limitations of his data sources more thoroughly. Visit the IPO’s website
Do you consider the Internet message boards that Anjali wishes to use to be public or private? How would you justify your answer?Anjali, was in her final year of study for an undergraduate business
Do you consider informed consent necessary for Anjali’s research project? If informed consent were necessary, how should she go about obtaining it?Anjali, was in her final year of study for an
What do you think should be Anjali’s policy regarding the use of direct quotations?Anjali, was in her final year of study for an undergraduate business degree at an Indian university. She was very
What could be the advantages of using online observation for Anjali? Are there any disadvantages that she should be aware of?Anjali, was in her final year of study for an undergraduate business
What advice would you give Michelle about the ethical issues involved in her project?Michelle had been a student union welfare officer on a year’s sabbatical from her undergraduate accounting and
What advice would you give to Michelle about her selection of participants for her focus groups?Michelle had been a student union welfare officer on a year’s sabbatical from her undergraduate

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