1. Routine Messages: E-mails, Memos, and Letters
Written communications fall into two categories: paper-based and electronic. Which of the following
are electronic messages? Check all that apply.
Interoffice memos
E-mails
Blogs
Wikis
•
Business letters are a primary channel of communication for delivering messages to recipients outside
of an organization. They are powerful tools that can project a positive image of your company,
encourage product feedback, and promote future business.
When are business letters necessary? Check all that apply.
Persuasive, well-considered presentation is important.
Confidentiality is paramount.
Sensitivity is inconsequential.
Information requires fact checking.
Recipients are located in another country.
Business letters deliver contracts, explain terms, negotiate agreements, maintain relationships with
vendors and customers, and
. Require two levels of administrative approval or produce a permanent record(pick the correct
answer)
Read the following scenario, and answer the following question.
Over the phone, you negotiate a lucrative deal with SteelToes boot company. After the conversation,
you compose a business letter to review the contract.
Why is it important to send a business letter in this situation?
Business letters are a good way to communicate informal information.
Business letters deliver less information than e-mails do.
Business letters produce a permanent record.
Read the following scenario, and answer the following question.
You are delivering a written performance review to one of the employees you supervise.
Does this situation require an e-mail, a memo, or a business letter?
Business letter
E-mail
Memo
Read the following scenario, and answer the following question.
The office manager asks you for advice on how to structure a request letter with numerous questions.
What advice would you give?
Ask easy yes or no questions.
Itemize or bullet information and questions and use parallel form for balanced construction.
Put a question mark after a disguised command.
The quality of information obtained from a request letter depends on the clarity of the inquiry. What
techniques can you use to make your request clear? Check all that apply.
Frame your request logically.
Thank the recipient in advance.
Organize your ideas.
Analyze your needs.
Use parallel construction for lists.
In the workplace, you will often write messages that reply directly to requests for information or
action. Using the direct message pattern will help you respond clearly and effectively.
Complete the following sentence with the best choice.
Effective direct reply letters
. Stay away from promoting a product, avoid wordy drawn out openings, or announce good news in
the closing (pick the correct answer)
Read the following selection, and answer the following question.
Dear Mr. Dunlap:
Subject: Your Request for Invoicing Process Information
I am happy to let you know that I can answer your question regarding the company invoice
processing. As you may know, once a contract has been signed, service providers may invoice the
company at any time during the project as work is completed.
True or False: This is an effective beginning for a direct reply letter.
True
False
Which technique should you use to promote your business when replying to a customer’s inquiry?
Use “we” language to promote recognition.
Satisfy the inquiry and take the opportunity to introduce another product as well.
Start the letter with a sales pitch.
What strategies should a direct reply message use? Check all that apply.
Identify previous correspondence and the reason for writing in the subject line.
Close with an open-ended question to promote dialogue.
Place the most important information first.
Include personal references to your own experience.
Use graphic devices to make the message more readable.
What is the value of the real-time feedback of customer comments? Check all that apply.
They can improve operating instructions.
They let companies ignore customer complaints while appearing to be receptive.
They offer customers a venue for product trolling.
They can help clear up supply chain bottlenecks.
They can expose product flaws.
Which of these guidelines should you follow when responding to customers online? Check all that
apply.
Defend your company.
Don’t admit mistakes.
Personalize and humanize your business.
Put off responding until you have answers.
Correct mistakes politely.
Read the following selection, and answer the following question.
Dear Ms. Masters:
Thanks for writing us about your upcoming travel plans. Who doesn’t want to go to China? If you’re
wanting to book travel, you can use the form on our website. First, you’ll want to go to our website.
After that, there’s a field for your travel dates. The process is pretty much self-explanatory from there.
True or False: This is an effective organization for an instruction message.
True
False
What should you include in the opening of a direct claim letter?
An explanation of the problem
A clear statement of the desired action
A justification of your request
Select the most appropriate opening for a direct claim letter when the remedy is obvious.
My TV is not compatible with the ZXC45 Home Theater system. I recently placed an order for this
system but just learned it won’t work. Please cancel my order.
I was just looking at the compatibility specs for my TV, and I found that the ZXC45 Home Theater
system won’t work with my TV. I would be pleased if you would cancel my order.
Please cancel my order for the ZXC45 Home Theater system. After reviewing the specs on my TV,
I found that ZXC45 is incompatible with my current system.
What should the body of the claim letter do? Check all that apply.
Provide emotional arguments defending the claim.
Avoid blame or accusation.
Include a statement that clearly blames the person at fault.
Include original pertinent documents.
Provide a clear alternative remedy if one exists.
Increasingly consumers are using social media to voice complaints that have not been resolved
through other means.
How are organizations responding to social media complaint?
Paying consumers to post positive comments.
Ignoring all comments made anonymously
Replying to customer gripes with tools like Instagram and Twitter
Explaining exactly what the customer did wrong and why the company won’t give in to social
media rebukes
Which of the following is most likely to achieve a positive corporate response when you are posting a
complaint on a social media site?
Keep the conversation online, and avoid private responses.
Keep comments anonymous
Explain the whole story and your feelings about the events that happened
Keep complaints clean, polite, and to the point
4. Adjustment Messages
When you respond favorably to a customer’s claim, you need to write an adjustment letter. An
adjustment letter follows a direct pattern.
What should you include in the opening of an adjustment letter?
A negative statement followed by a positive statement
A positive statement of the good news
A grudging statement that informs the customer you will grant a full refund
What should an adjustment letter focus on? Check all that apply.
Communicating compliance
Preventing a recurrence of the problem
Apologizing
Blaming the customer
Explaining the resolution to the problem
Read the following message opening, and answer the following questions.
To whom it may concern:
Subject: Information on Request
We were sad to see you sent in a letter complaining about your defective car stereo system’s
warranty. Let me explain our policy regarding warranties. We normally honor warranties only from the
date of purchase; however, because your situation is special, we will have to comply with your
request. My supervisor has agreed to replace your unit for free.
Choose the best revision for the subject line.
Subject: Your Car Stereo
Subject: Expired Warranty Request Accepted
Subject: Accepted Replacement Request for Car Stereo System
What advice would you give to the author of the above message?
Capitalize every word in a subject line.
Begin with a positive statement.
Use the company name in place of “we.”
Apologies are sometimes included in adjustment letters as a gesture of goodwill.
Determine if the following apology is appropriate.
“We apologize for the extra effort we have caused you to put into fixing our mistake.”
Appropriate
Inappropriate
5. Goodwill Messages
Goodwill messages include messages of thanks, recognition, and sympathy. Taking the time to write
these messages gives importance to well-wishing.
Which of the following are characteristics of effective goodwill messages? Check all that apply.
Supercilious
Specific
Selfless
Sincere
Sarcastic
Read the following scenario, and determine what revision should be made.
A coworker’s father just passed away, and your manager wants to send a sympathy letter. He asks
you to proofread the letter. You notice the letter is three pages long, but he accomplishes his purpose
within the first paragraph.
Delete at least one of the three pages.
Keep the message long but fresh and enthusiastic.
Keep goodwill messages short. Aim for accomplishing your purpose in a few sentences.
When writing a letter that thanks someone for a favor, what should you include?
A selection of form-letter responses
An explanation of the importance of the gesture
A positive subject line
What should a sympathy letter include?
A form message on company letterhead
A handwritten message on company letterhead
A positive ending with a reassuring note
Which goodwill messages should be answered?
Only goodwill messages from your superiors.
A message that offered praise
None; responding to goodwill messages is a waste of time.
Which of the following sentences is correctly punctuated?
My manager was born on July 10, 1973.
My manager was born on July 10 1973.
My manager was born on July, 10 1973.
Which of the following sentences is correctly punctuated?
Juan plans to travel from Santa Fe, New Mexico to Boulder, Colorado for business.
Juan plans to travel from Santa Fe, New Mexico, to Boulder, Colorado, for business.
Juan plans to travel from Santa Fe New Mexico to Boulder Colorado for business.
Which of the following sentences is correctly punctuated?
When you call don’t forget to give him your number.
When, you call don’t forget to give him your number.
When you call, don’t forget to give him your number.
Which of the following sentences is correctly punctuated?
The team met late on Tuesday, and reconvened on Wednesday.
The team met late on Tuesday and, reconvened on Wednesday.
The team met late on Tuesday and reconvened on Wednesday.
Which of the following sentences is correctly punctuated?
The conference date was set for June 18, 2008 two days after my start date.
The conference date was set for June 18, 2008, two days after my start date.
The conference date was set for, June 18 2008, two days after my start date.
Which of the following sentences is correctly punctuated?
If you must bring a suitcase at least bring the smaller one.
If, you must bring a suitcase at least bring the smaller one.
If you must bring a suitcase, at least bring the smaller one.
Identify which rule applies to the following sentence.
To maintain a good work ethic, one must commit to excellence.
Avoid unnecessary commas.
Place a comma after a dependent clause.
Use a comma after an introductory phrase including infinitive phrases.
1. Communicating Negative News Effectively
At some point, everyone will have to deliver bad news. The bad feelings associated with this type of
message can be alleviated if the receiver knows the reason for the bad news, feels the news is
revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When
applying these strategies, make sure to follow the writing process and determine whether to use a
direct or an indirect pattern in your message.
Read the following scenario, and answer the following question.
You own a specialty candle manufacturing company that supplies candles for restaurants and other
businesses. Your wax supplier recently went out of business, and the new supplier charges more for
shipping and handling. Because of this, you need to raise your prices. Customers need to be informed
of this price increase.
What are your goals when responding to the previous scenario? Check all that apply.
To encourage follow-up correspondence from the receiver
To convey fairness
To promise that your prices won’t increase again
To maintain a positive image of you and your organization
To reduce bad feelings
Staying calm and using polite language while offering a clear explanation of why the negative
message was necessary helps the sender to:
Avoid apologizing
Limit legal liability
Project a professional image
Be firm in their decision
Read the following scenario, and answer the following question.
Printing and copying costs have skyrocketed at your company, and the company will begin charging
employees for all hard copies of documents related to internal use. The message informing employees
of this change uses an indirect approach and focuses on the environmental benefits of going
paperless.
Is the sender using an indirect approach in an ethical or unethical manner?
Ethical
Unethical
At some point, everyone will have to deliver bad news. The bad feelings associated with this type of
message can be alleviated if the receiver knows the reason for the bad news, feels the news is
revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When
applying these strategies, make sure to follow the writing process and determine whether to use a
direct or an indirect pattern in your message.
Determine what strategy should be used in the following situation.
You are demoting an employee to avoid laying them off.
Indirect
Direct
3. Composing Effective Negative Messages
Use the indirect pattern when you need to soften or delay bad news until after an explanation is given.
Understanding the four components of the indirect pattern will help you craft messages that convey
empathy, present reasons, cushion bad news, and close pleasantly.
What buffering technique are you using if you provide objective information in your opening?
Best news
Compliment
Facts
Apologies are often part of bad news messages.
Read the following scenario, and answer the following question.
Your pharmaceutical company delivered the wrong shipment of medication to a chain of pharmacies.
You need to draft an apology letter and rectify the situation.
What tips should you remember when writing the letter? Check all that apply.
Always admit blame.
Apologize sincerely.
Use good judgement to avoid litigation.
Focus on regret.
When are readers more open to bad news?
When they recognize someone else benefits
When no one benefits
When sound reasons are not given
Read the following scenario, and answer the following question.
You need to compose a message to your department explaining that your company is being bought
and downsized.
Which of the following is the best technique for cushioning the bad news?
Accentuate the positive.
Begin the first paragraph with bad news.
Place the bad news at the end of a paragraph.
Read the following scenario, and answer the following question.
Your coworker needs to communicate with the cleaning crew that there is no need for them to come in
during the holiday break. He is having trouble ending the letter and asks for your advice.
What tips can you offer him? Check all that apply.
Use a canned ending to save time.
Anticipate future relations and business.
Dwell on the bad news to increase sympathy.
Avoid endings that sound canned.
Read the following scenario, and answer the following question.
You are the account manager for an Internet service provider. A customer contacts you and complains
that her recent billing statement was incorrect. After looking over the statement, you determine that
the customer is in error.
What should you do before writing your message? Check all that apply.
Anticipate the effect on the receiver.
Buffer the opening.
Proofread for format.
Analyze how you are going to deliver the bad news.
4. Refusing Typical Requests and Claims
Choose the best answer for each of the following questions about refusing direct requests and claims.
When refusing typical requests:
Think about the reaction of the receiver
Eliminate the buffer
Employ the direct strategy
When a company is unable to honor a written request for a contribution to charity, what is the best
way to refuse the request?
With an open-ended phone call
With a direct refusal based on political ideologies
With an indirect refusal that focuses on the charity’s good work
True or False: When refusing internal requests, it is a good idea to announce the bad news quickly,
even if the news might be painful.
True
False
Read the following scenario, and refusal letter and answer the following question.
You are the owner of a small chain of coffee shops. You were recently invited to a local business
luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following
invitation refusal letter.
WhichBrew Coffee Company
4356 Bean Plaza
Blend, OR 98675
(333) 349-3432
May 13, 2009
Mayor Kenji Taylor
City Hall
3495 Galvin Boulevard
Blend, OR 98675
Dear Mayor Taylor:
Your hard work during your last three months in the office has clearly paid off. The downtown
beautification project is a colorful success with the addition of potted plants, flower beds, and window
boxes. Thank you for being an integral part of what is now a pleasant environment for downtown
shoppers and visitors.
I feel privileged to have received an invitation to your downtown business owners luncheon next
month. Although I must decline your invitation, it is for a reason I am sure you can appreciate.
WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first
WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to
visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming
for the second week of August, but I will call to confirm the date and time.
The people who come into our stores are friendly and value this community. You have helped develop
this positive attitude through your dedication to downtown redevelopment. Thank you again for the
invitation. I will contact you next week regarding the date and time of our next grand opening
ceremony.
Sincerely,
Lucia Florentine
True or False: The closing of this message follows the writing plan for refusing routine requests.
True
False
When delivering bad news to customers, use an indirect strategy as you would with other bad news
messages, and maintain a positive tone.
Occasionally, companies disappoint their customers. Whenever possible, these problems should be
addressed immediately. Choose the best answer for the following question about handling customer
problems.
What is the first step you should take when a problem arises?
Explain to the customer what they did that caused the problem.
Call the individual customer.
Disguise the problem as a “technical error.”
Read the following scenario, and answer the following question.
You are the manager of a luxury hotel in Atlanta. A representative from the National Association of
Engineers contacted you last month to reserve a large ballroom for the organization’s annual
conference. He reserved the room by sending a check for 10 percent of the total room rental.
However, you have not heard from him since, and the conference is less than a week away. The
hotel’s policy is that payment in full is due a week prior to the event. You need to write him a message
explaining the problem.
What should you include in the message? Check all that apply.
A positive opening statement that reveals facts
An explanation of why the payment is needed and what will happen if it is not received
A blanket company statement that prohibits the group from having the event
An opening statement that is negative and threatening
When denying a claim, what approach should you not use? Check all that apply.
Accusations that imply the customer is dishonest
Language that is objective and neutral
“You” statements that sound preachy
Reasons-before-refusal pattern
You are the manager of two employees who have repeatedly displayed hostility toward a new
employee. You decide to confront these individuals personally.
What can you do to make the conversation effective? Check all that apply.
Be patient with the reaction.
Gather all the information.
Assume you have all the facts and information.
Use an angry, preachy tone.
True or False: When refusing an internal request, it is not a good idea to provide an alternative.
True
False
Raphael is an administrative assistant for a classic car company specializing in Ford Mustangs. The
manager of the shop asks him to proofread a message she is going to send to all employees.
Read the message, and answer the following questions.
Date: May 10
To: All Employees
From: Anne Leller
Manager, Classic Car Restoration Inc.
Subject: Three Shelby Mustangs
You all have to work overtime next week because we must have the three 1965 Shelby Mustangs
ready for Bruce Willis, one of our best clients.
We have to make sure to use all original engine parts and to add a top-of-the-line clear coat on all
three cars. Additionally, the client purchased the original radios for each car, so we have to install
those too.
I apologize for any inconvenience, but, unfortunately, I am unwilling to make exceptions to this
request.
What critique can Raphael make of the opening of the letter?
Delivers the bad news too quickly
Uses an implied refusal
Avoids showing reader benefits
What error should Raphael identify in the body of the letter?
Demonstrates that the matter was taken seriously
Uses negative words
Fails to offer a clear explanation
6. Grammar/Mechanics Checkup 7: Commas 2
The following questions will test your knowledge of comma usage.
Identify the comma error(s) in the following sentences and choose the best revision.
Because many executives have access to company jets boards of directors have a responsibility to
ensure that shareholders are not footing the bill for personal travel.
Because many executives have access to company jets boards of directors have a responsibility to
ensure, that shareholders are not footing the bill for personal travel.
Because many executives have access to company jets, boards of directors have a responsibility
to ensure, that shareholders are not footing the bill for personal travel.
Because many executives have access to company jets, boards of directors have a responsibility
to ensure that shareholders are not footing the bill for personal travel.
The young project manager lacked communication skills but he was intelligent well-spoken and
precise.
The young project manager lacked communication skills, but he was intelligent well-spoken and
precise.
The young project manager lacked communication skills, but he was intelligent, well-spoken, and
precise.
The young project manager lacked communication skills; but he was intelligent, well-spoken and
precise.
Bernice was waiting for a letter of support from Alice Delany PhD with the United Way Foundation in
Fort Worth Texas.
Bernice was waiting for a letter of support from Alice Delany PhD, with the United Way
Foundation, in Fort Worth Texas.
Bernice was waiting for a letter of support from Alice Delany, PhD with the United Way
Foundation, in Fort Worth Texas.
Bernice was waiting for a letter of support from Alice Delany, PhD, with the United Way
Foundation in Fort Worth, Texas.
Which of the following sentences are correctly punctuated? Check all that apply.
Justin Michael Katy, and Patricia have been assigned to Workgroup C.
Since the embezzlement scandal, the CFO has had a sour look on his face.
LinoPrint Inc. would like to hire an additional printmaker but the cost is prohibitive.
The report appendices, including those that chart revenue gains for the past two years, can be
found in the back pocket of your folder.
The presentation noted that the company had sold more than 450000 widgets last year.
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