Questions and Answers of Business Communication Today

How does the writer balance emotional and logical appeals?
A news release announcing that your company plans to invite back 50 employees who were laid off earlier in the year Message Strategies: Persuasive Business Messages; Collaboration:Team Projects
A message to a long-time industrial customer, explaining that a glitch in your accounting system resulted in the customer being overcharged on its last five orders, apologizing for the problem, and
An unsolicited message to your department manager, explaining why you believe the company’s experiment with self-managed work teams has not been successful and suggesting that one of the more
An unsolicited message to your department manager, explaining why you believe the company’s experiment with self-managed work teams has not been successful
Message 12.C: Media Skills: Podcasting [LO-2] To access this message, visit real-timeupdates.com/bct14, select Student Assignments, and select Chapter 12, Message 12.C. Listen to the podcast.
Message 12.B: 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
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 adoption of social media fail when used as the only action countering negative product feedback?[LO-4]
Discuss how comparative advantages and disadvantages of using emotional appeal and logical appeal can affect the message you want to send. [LO-2]
Why is it essential to understand your readers’ likely motivations before writing a persuasive message? [LO-1]
How does the ‘opt-in’ method of communication support a ‘you’ attitude? [LO-4]
How may offence be caused, even when complying with the law in messages? [LO-4]
Why is anticipating objections so important? [LO-3]
How is writing persuasive marketing messages similar to and different from writing persuasive sales messages?[LO-2], [LO-3]
How do marketing and sales messages differ? [LO-3]
What is conversation marketing? [LO-3]
What are four of the many 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
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
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 backorder 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 letter to a long-standing supplier informing them that due to a change in your purchasing processes, you are terminating their current contract with appropriate notice.You will then open up the
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
An instant 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 due to low profit margins, there will not be any divided payout for the year.
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 that 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
Message 11.A: Sending Negative Organizational News[LO-6]From: M. Juhasz, Travel & Meeting Services To: [mailing list]Subject: Travel Dear Traveling Executives:We need you to start using some of the
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]
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 in which an organization chooses to share negative information at the very last moment possible? [LO-6]
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]
Would you choose the direct or indirect approach to announce that a popular employee benefit is being eliminated for cost reasons? Why? [LO-1]
What are the five guidelines for giving negative performance reviews? [LO-7]
What is a crisis management plan? [LO-6]
Why is it important to be engaged with stakeholders before trying to use social media during a crisis or other negative scenario? [LO-6]
When developing a routine negative message what important points should you consider so that the message is constructed honestly and effectively? [LO-5]
Why are ethics important? [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]
Why is it particularly important to select your medium and channel carefully and adapt your tone to your audience’s needs and preferences when writing a negative message?[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: 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 performance.
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
The director planned to go to the meeting that will be held on Monday at a little before 11 am.
We wanted to let you know that we are giving a tote bag and a voucher for five iTunes downloads with every $50 donation you make to our radio station.
We wanted to invite you to our special 40% off byinvitation-only sale; the sale is taking place on November 9.
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,
The executive team deciding on this month’s ‘Employee of the month’ award met earlier today and discussed the contributions of the employees proposed by their managers for consideration. You
Please be informed that due to the festive season from 20th December to 1st January next year, most of our customer service personnel are on their annual vacation. Our apologies for any inconvenience
Yesterday, when I was marking your last piece of work, after reading several of your colleagues answers, I noticed that yours was considerably longer than theirs and contained a lot more information.
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
Thank you in advance for sending me as much information as you can about your products. I look forward to receiving your package in the very near future.
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
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 10.B: 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,
Message 10.A: 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
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 the same to your client in a positive manner
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 three percent behind
You have a complaint against one of your suppliers, but you have no documentation to back it up. Should you request an adjustment anyway? Why or why not? [LO-2]
How might a recipient make use of an appreciative message?[LO-4]
How can you avoid sounding insincere when writing a goodwill message? [LO-4]
Why should you follow the six common steps to be taken when responding to a customer complaint or request for adjustment? [LO-4]
What is resale information? [LO-3]
What backup information is suitable for a claim? [LO-2]
What information should you include in a request for a recommendation? [LO-2]
What are the three components to include in a courteous close? [LO-1]
What information should be included in a routine request?[LO-1]
You’ve been assigned the project of videotaping a new-employee welcome message by your company’s vice president of human resources. You have top-notch equipment, attractive locations, and a solid
Why might you use a simplified line illustration instead of a full-color digital photograph in a particular application? [LO-4]
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
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] Explore several of the data visualization tools available through the Bovée & Thill Data Visualization and Infographics Gateway. (Go to
Presenting Data (Line Charts) [LO-3] Using rough approximations of the data, re-create the line chart in Figure 9.4 on page 287 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 wellknown international food or drink outlet and study the logos and imagery that is in and around the building.Write a two-page summary of how the
Message 9.B: 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.
Message 9.A: 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
Explain the importance of creating an effective balance between the number of visuals used in a document and the amount of text written. [LO-5]
You have just started a role that requires you to produce sales performance reports for your board of directors. The latest report, produced by your predecessor, has recently been issued to the
After studying the designs of corporate websites, Penn State University professor S. Shyam Sundar discovered quite an interesting phenomenon: The more interactive and engaging a website is, the more
What similarities do you see between visuals and nonverbal communication? Explain your answer. [LO-1]

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