Questions and Answers of Business Communication Today

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
Message 12.A: Message Strategies: Persuasive Claims and Requests for Adjustment [LO-2]Dear members of the school staff, I am writing to you with utter disappointment after having received numerous
Are promotional slogans such as “Best sushi in town”or “Atlanta’s most popular restaurant” ethical? Why or why not? [LO-4]
Why might social media fail if used as the only action countering negative product feedback? [LO-4]
Are emotional appeals ethical? Why or why not? [LO-2]
Discuss how the comparative advantages and disadvantages of using emotional appeal and logical appeal can affect the message you want to send.[LO-2] (21 Words)
Why is it essential to understand your readers’ motivations before writing a persuasive message? [LO-1]
How does the “opt-in” method of communication support a “you” attitude? [LO-4]Apply Your Knowledge
How may offence be caused even when complying with the law in messages? [LO-4]
What is likely to happen if you don’t anticipate audience objections when crafting your messages? [LO-2], [LO-3]
How do marketing and sales messages differ? [LO-3]
What is conversation marketing? [LO-3]
Why do the AIDA model and similar approaches need to be modified when writing persuasive messages in social media? [LO-3]
What three types of reasoning can you use in logical appeals? [LO-2]
Identify the three common categories of persuasive messages.[LO-3]
What is the AIDA model, and what are its limitations?[LO-2]
What are four ways you can build credibility with an audience when planning a persuasive message? [LO-1]
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
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
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
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
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
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
An announcement to the repairs department listing parts that are on back order 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
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
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
A text 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
A communiqué to your shareholders informing them that there will not be any dividend pay-out for the year due to low profit margins.
An email message to an editor about a recent media report on your company that is defamatory both in its language and content.
Message 11.C: Rejecting Job Applications [LO-7]Thank you for your recent application, which has been unsuccessful in getting through the first stage of the selection process. We know this will be
Message 11.B: Message Strategies: Refusing Routine Requests [LO-5]I am writing in connection with your request for our sponsorship of the event scheduled for December this year. Your proposal has
Sending Negative Organizational News [LO-6]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]
Should you ever apologize when giving an employee a negative performance evaluation? Why or why not?[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]
What are the disadvantages in a situation where an organization chooses to share negative information at the very last moment possible? [LO-6]
Is intentionally deemphasizing bad news in text the same as distorting graphs and charts to deemphasize unfavorable data? Why or why not? [LO-3]
What guidelines would you follow to ensure that a close in an indirect approach conveys respect for your audience? [LO-3]
Discuss some of the important arguments for and against making an apology for an organizational mistake.[LO-2]
What is a crisis management plan? [LO-6]
What are the four recommended steps for responding to rumors and countering negative information in social media? [LO-6]
What steps can you take to minimize chances of being accused of defamation when refusing a claim or request for adjustment? [LO-5]
What is whistle-blowing? [LO-4]
When developing a routine negative message, what important points should you consider so that the message is constructed honestly and effectively? [LO-5]
Why is ethics important when delivering negative messages?[LO-4]
Identify the elements of a positive close, giving reasons why they are required to end a negative message.[LO-3]
What are the problems that may be encountered if the de-emphasis of bad news is used excessively? [LO-3]
Why should you avoid hiding behind “company policy”in negative messages? [LO-3]
What are the five main goals in delivering bad news?[LO-1]
Message Strategies: Writing Goodwill Messages [LO-4]Identify someone in your life who has recently accomplished a significant achievement, such as graduating from high school or college, completing a
Message Strategies: Writing Positive Messages; Media Skills: Microblogging [LO-4], Chapter 8 Locate an online announcement for a new product you find interesting or useful. Read enough about the
Message Strategies: Writing Routine Messages;Completing: Evaluating Content, Organization, and Tone [LO-4], Chapter 6 Analyze the strengths and weaknesses of this message, and then revise it so that
Message Strategies: Responding to Claims and Requests for Adjustments [LO-4] Your company markets a line of automotive accessories for people who like to “tune” their cars for maximum
In today’s meeting, we were happy to have the opportunity to welcome Paul Eccelson. He went over the product plans for next year. If you have any questions about these new products, feel free to
The director plans to go to the meeting that will be held on Monday at 11:00 a.m. but plans to arrive early to speak individually with department heads.
We wanted to let you know that we are giving a specialedition tote bag with every $100 donation you make to our radio station.
Enraptured by the performance of the lead opera singer in the musical, Sir Kenneth Drake offered her a proposal of marriage. Being a man of wealth and high stature, he wooed her with a priceless
We’re letting you know that because we use over a ton of paper a year and because so much of that paper goes into the wastebasket to become so much more environmental waste, starting Monday,
Sorry it took us so long to get back to you. We were flooded with résumés. Anyway, your résumé made the final 10, and after meeting three hours yesterday, we’ve decided we’d like to meet with
Thank you for contacting us about the difficulty you had collecting your luggage at Denver International Airport. We are very sorry for the inconvenience this has caused you. As you know, traveling
I’m contacting you about your recent email request for technical support on your cable internet service. Part of the problem we have in tech support is trying to figure out exactly what each
To schedule an appointment with one of our knowledgeable mortgage specialists in your area, you can always call our hotline at 1-800-555-8765. This is also the number to call if you have more
Please be informed that due to the festive season from 20 December to 1 January next year, most of our customer service personnel are on their annual vacation.Our apologies for any inconvenience this
I need your response sometime soon so I can order the parts in time for your service appointment. Otherwise, your air-conditioning system may not be in tip-top condition for the start of the summer
Now that you have the details of what has transpired recently with regard to my being unfairly billed for a service that I hardly used, it would be appropriate if you could refund the said amount
Message 10.C: Message Strategies: Providing Recommendations [LO-4] (Note: Assume that your company allows you to write recommendations.)Your letter to Kunitake Ando, president of Sony, was forwarded
Message Strategies: Responding to Claims and Requests for Adjustments [LO-4]We read your letter, requesting your deposit refund. We couldn’t figure out why you hadn’t received it, so we talked to
Message Strategies: Routine Requests [LO-2] Our company is currently facing a crisis situation with some negative reports appearing in the local press. Our current PR agency seems ill-equipped to
You have discovered that one of your major supplier organizations has received an internationally recognized award for efficiency and outstanding customer service from a government department. What
Every six months, your organization reviews the procedures it follows as part of a more general review of performance. The slight improvement in sales shown by the review is 3 percent behind target
A software package your team created last month has just encountered a bug. This was due to mishandling by the client. How would you politely convey this to your client in a positive manner without
You’re applying for a job as a website designer at a digital marketing agency. In a previous job at another agency, you excelled at website design but you were also asked to “pitch” the
What are three principles to follow for writing condolence messages? [LO-4]
How can you avoid sounding insincere when writing a goodwill message? [LO-4]
How might a recipient make use of an appreciative message? [LO-4]
What is resale information? [LO-3]
Why should you follow the six common steps of responding to a customer complaint or request for adjustment?[LO-4]
What information should you include in a request for a recommendation? [LO-2]
What backup information is suitable for a claim?[LO-2]
What information should be included in a routine request? [LO-1]
What are the three components to include in a courteous close? [LO-1]
Should you use the direct or indirect approach for most routine messages? Why? [LO-1]
Planning Business Videos; Mobile Skills [LO-6] Assume you are producing a video interview of your college or university’s president. The purpose of the video is to encourage high school students to
Selecting the Right Type of Visual [LO-3], [LO-4] With a team of two or three other students, brainstorm and then sketch at least three types of charts you can use to compare the populations of all
Presenting Information, Concepts, and Ideas(Organization Charts) [LO-4] Create an organization chart for your college or university. Start with the school’s website to learn the various offices and
Presenting Information, Concepts, and Ideas (Maps)[LO-4] You work for C & S Holdings, a company that operates coin-activated, self-service car washes. Research shows that the farther customers live
Presenting Information, Concepts, and Ideas(Photographs) [LO-4] With a team assigned by your instructor, find a busy location on campus or in the surrounding neighborhood, someplace with lots of
Presenting Data (Data Visualization) [LO-3] Search online for data visualization tools that are appropriate for business use. Choose one that has the potential to help business managers make
Presenting Data (Line Charts) [LO-3] Using rough approximations of the data, re-create the line chart in Figure 9.4 on page 296 as a bar chart (estimate the numerical values). Which of these two
Presenting Data (Line Charts) [LO-3] Here are last year’s sales figures for the appliance and electronics megastore where you work. Construct a line chart that will help you explain to the
Presenting Data (Bar Charts) [LO-3] Team up with a classmate to design charts based on a comparison of the total tax burden of the U.S. taxpayer with that of people in other nations (see the data
Presenting Data (Bar and Pie Charts) [LO-3] As a market researcher for a statewide chain of car dealerships, you’re examining car and truck ownership and lease patterns among single drivers in
Communication Ethics [LO-1] Using a spreadsheet, create a bar chart or line chart from data you find online or in a business publication. Alter the horizontal and vertical scales in several ways to
Applying Visual Design Principles [LO-1] Visit any well-known international food or drink outlet and study the logos and imagery in and around the building. Write a two-page summary of how the six
Presenting Data (Line Charts) [LO-1], [LO-3] Examine the line chart in Figure 9.19 and point out any problems or errors you notice.
Presenting Data (Bar Charts) [LO-1], [LO-3] Examine the bar chart in Figure 9.18 and point out any problems or errors you notice.
Imagine that you are going to film your instructor’s next lecture and you have the luxury of using three cameras.Where would you position them, and why? (If you are taking an online course with no

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