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business
business communication essentials

Questions and Answers of Business Communication Essentials

2. Javid went to the store with Joe and (I, me) ________.
3. Jessica said that (she, her) would like to see for herself.
4. Between you and (I, me) ________, (I, me) ________ think the homework will be easy.
5. (We, us) ________ students want the student union to be open all night during the exam period.
6. (Who, whom) ________ are you talking to?
It is not necessary to repeat the message or make further reference to the bad news.
■ Do not offer additional detail as to why the reader is responsible for the problem.
■ Do not explain what the reader could have done to avoid the difficulties.
1. I cannot approve your loan until you have provided us with collateral.
2. Someone left the window open last night and the cold killed all the plants.
3. We made a major error by spelling our client’s name wrong in the contract.
4. The typing of the financial reports was done yesterday afternoon by the clerical staff.
5. You failed to submit the mortgage application before the first of the month.
6. We should not have gone to the expense of ordering laptop computers for the cleaning staff and cafeteria workers.
7. Even though hydroelectricity is generated from water, you should have known that using the hair dryer in the bathtub is dangerous.
8. We must delay filling your order because of problems with our supplier.
9. An additional payment of $45 is required before your order can be processed.
2. To avoid using names or assigning blame: “An unfortunate error has occurred.”
1. To present ideas objectively, showing that the results are more important than the person doing the work:“The surveys were tabulated.”
5. Refusing a Charity’s Request Assume that you are the manager of the Grand Dome Resort at Grand Beach Manitoba. Today you received a letter from Ivan Burlakow, director of the Manitoba
■ Do not say anything that will place further blame on the reader.
■ When you deny someone credit, you can say that cash purchases are welcome.
■ When you lay off employees, you can offer them employment counselling, severance packages, or assistance claiming employment insurance benefits.
■ When you deny someone’s request for an extended summer vacation, you can offer her the alternative of taking the time during the winter holiday season.
■ If your business is out of stock on a hard-to-find product, customers will appreciate (and remember) your telling them where to find it.
1. Buffer or Not?A buffer is a short but neutral statement that is sometimes used to prepare the reader for the bad news that is coming. Discuss the need for buffers in the following situations:a. A
2. Closings for Messages Write the closing line for each of the following messages.a. a letter refusing to replace a cellphone that was almost new but was dropped in a swimming pool, thus voiding the
3. The Bad News Boars Wild boars were brought to Alberta in the 1990s to be farmed for meat and hunted for sport. Thousands of wild boars have since escaped and are running loose in Alberta. They are
4. Sorry for My Pigs Assume that you are the owner of Wild Boar Game Ranch and Specialty Meats near Mayerthorpe, Alberta, a business that sells meat and offers hunters the opportunity to hunt boars
10. The graphics card was installed incorrectly on your computer.
2. Writing Persuasive Messages Write a persuasive email appropriate for each of the following situations:a. You purchased a used laptop over eBay. The product works, but you are unhappy with it and
8.1 Decide what information needs to be included in routine messages and what should be left out
5. Email about the Ownership of Sales Data Assume that you are the manager for sales and client accounts for the telecommunications company described above. This morning you received an email inquiry
6. Letter Informing Bank Customers about Online Banking Assume that you are part of the environmental working group at the Bank of Yellowknife. In 2004, the group was asked to create an environmental
7. Email Informing Staff of a Conversion to a Paperless Office Assume that you are the assistant to the manager of engineering at an engineering consulting firm.Yesterday, Steve Grey, the manager of
8. Best Places to Work Contest: Letter Requesting Information Assume that you are the manager of human resources for your employer. At a meeting of the company’s managers, your company’s CEO, Ali
9. Best Places to Work Contest: Email Informing Employees Assume that you work in the human resources department of a medium-sized business. Since the company began in 1995, it has gained a positive
11. Memo Soliciting Volunteers Assume that you are the human resources director at Peak of the Market, a community-minded company that processes and sells fresh vegetables to markets across North
12. Letter Inquiring about an Overseas Business Opportunity Assume that you work for the marketing department of Ten Thousand Villages, a business that specializes in fair trade marketing. Ten
10. Letter Inquiring about a Rewards Program Assume that you are employed by a locally owned credit union that provides financial services to the community in which you live. You have been looking
1. It has been estimated that one market-size pulpwood tree makes about twelve thousand sheets of standard writing paper.
4. An Email Inquiring about Implementation of a Paperless Office Assume that you are the vice-president in charge of customer relations in a company that installs specialized telecommunications
3. A Memo Encouraging College Students to Conserve Paper Assume that you are the director of information technology in a small business college that has several computer labs that students use both
2. Organizing a Message about Reducing the Use of Paper Assume that you work for the human resources department of a large bank that is attempting to reduce its paper consumption. Write a message to
8.2 Compose subject lines that provide an accurate description of the contents of a message
8.3 Structure routine messages to begin with a key idea followed by necessary supporting details
8.4 Format email messages, letters, and memos to follow standard business conventions
8.5 Write clear, courteous email messages that are sent only to the appropriate readers?
1. Have you noticed paper being wasted at your educational institution? Who are the biggest culprits: students, instructors, or administrators? Give some examples. Consider how people at your college
2. Why has the number of printers worldwide soared while photocopier installations have remained almost constant?
3. What advantages are there to reading from a computer screen over reading from paper? What are the advantages of reading from paper?
4. Voice recognition software allows a person to dictate into a microphone and have the computer convert it to text.What impact could widespread use of that technology have on people’s writing?
1. Composing Subject Lines Write a suitable subject line for each of the situations described below. For example:A request to a computer technician for instructions on how to defragment your
2. Some experts claim that electronic records will be readable for only a fraction of the two- to 300-year life expectancy of acid-free paper.
3. Worldwide in 1998 there were 218 000.000 printers, 22 000 000 multifunction machines (printer, scanner, and copier in 1), and 12 000 000 copiers.31
g. How might you add emotional appeal to your message? Are there any risks in adding emotional appeal?
3. If you were in charge of marketing for a toy company, where would you draw the line on what sorts of marketing strategies and ads were allowed?
4. Do think that advertising aimed at children is a problem? If so, who do you think should do something about it: society or businesspeople?
1. Persuasive Techniques
a. What are some ways to grab your reader’s attention at the beginning of a persuasive message?
b. How can you build your reader’s interest?
c. How can you create desire in your reader?
d. What makes a request for action effective?
e. What are the three closes covered in this chapter?When might you use each? When would you not use each?
f. How do make sure your persuasive message appeals to logic?
2. Do you think television ads marketed to younger children should be banned? Why or why not? If you do think television ads aimed at children should be banned, up to what age?
1. How effective do you think advertising that tries to get children to nag their parents for something is at getting parents to buy?
9.5 Identify the different types of persuasive messages?
4. The average employee in a large company in Canada prints almost fifty pages a day, while the average employee based in a small-to-medium-sized environment (fewer than 500 employees) prints 35
5. Business documents represent 62 percent of pages being printed, while email and Internet printing represent averages of 16 and nine percent of total print volumes.32
6. In 2003, the TD bank evaluated all paper reports sent to retail branches and eliminated approximately twenty-five % of all existing reports or converted them to an online format, reducing the
7. Online banking offers the convenience of banking 24 hours a day, 7 days a week, and can save 100s of dollars each year in postage and travel expenses.
8. Currently, the average U.S. office worker is estimated to use a sheet of paper every 12 minutes—a ream per person every 2 1/2 working weeks—and to dispose of 50 to 90 kilograms of paper every
9. To store 2 000 000 paper documents, an organization can expect to spend between $40 000 and $60 000 on filing cabinets alone. Those same files could fit on fewer than ten CD-ROMs and require
9.1 Create an audience-focused message
9.2 Use AIDA (attention, interest, desire, action) to structure persuasive messages
9.3 Choose the close that will move your audience to take action
9.4 Balance the logical and emotional appeal of your message
10. Every (policy’s/policies’) ________ introduction should clearly state the purpose of the policy
9. The firm sent out cards wishing (Season’s Greetings, Seasons Greetings) ________ to customers.
8. (Charles’s, Charles’) ________ antivirus software is out of date.
7. The regional (offices’, offices’s) ________ proximity to major airports made travel to corporate headquarters convenient.
6. The advantage is (hers, her’s) ________.
5. The members of the sales force retained (there, their) ________ competitive edge by delivering professional communications to (there, their) ________ clients.
4. The CEO signed off on the (company’s, companies’) ________ marketing plan.
3. (Who’s, whose ) ________ laptop is that?
2. Samantha’s (baby’s, babies’) ________ rattle was lost when the fire department checked all the (baby’s, babies’) ________ car seats for safety.
1. The most useful feature of the website is (its, it’s) ________ page of links to other relevant sites.
6. For Discussiona. In what situations in your life have you found verbal communication more effective than written communication? How about situations in which written communication has been more
5. Researching New Media Choose one of the new media (e.g., blogs, Facebook, YouTube) that are now appearing in the office environment. By using online and library resources, compile lists of the
4. Available Communication Channels In small groups, brainstorm as many examples as possible of each of the following types of communication channels:a. formal written communicationb. informal
3. In Your Experience Come up with four examples from your life in which someone communicated to you by using a channel that was highly effective. For each example provide the following:a. a brief
2. Choosing the Best Communication Medium for the Situation In each situation below, what medium (e.g., letter, email, informal conversation, formal presentation, a combination of media) would you
1. Evaluating Communication Choices For each situation below, decide whether the form of communication chosen is well suited to the needs of the situation. Explain why you think the form chosen works
4. Do you think you’ve ever received a message created by a viral marketing campaign? When? What makes you think it was viral advertising?
3. Under what circumstances (if any) would you use viral marketing?
2. What do you think of using a viral marketing campaign to sell (a) a video game and (b) an unproven dietary supplement?
1. Doesn’t all marketing manipulate the audience, whether it’s by including images of happy users of the product, by paying famous people to be spokespersons, or by using some other
4.5 Make informed choices about legal liability?
4.4 Decide when to use formal and when to use informal communication channels?

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