Shreyas Kotak

BUS-500

Draft Portfolio

Professor: Prof.Richard Corbi

Date: 2/13/2016
Contents
Assignment-1...................................................3
LO 1-1 Explain the importance of communication to you and to
business......................................................3
LO 1-2 Describe the main challenges facing business
communicators today...........................................3
LO 1-3 Describe the three main categories of business
communication.................................................4
LO 1-4 Describe the formal and informal communication networks
of the business organization..................................5
Definition of Informal Communication..................................5
LO 1-6 Explain why business communication is a form of problem
solving.......................................................6
LO 1-7 Describe the contexts for each act of business
communication.................................................7
LO 1-8 Describe the business communication process........................7
LO 2-1 Describe the writing process and effective writing
strategies....................................................8
LO 2-2 Describe the development and current usage of the
business letter...............................................8
LO 2-3 Describe the purpose and form of memorandums (memos).
.............................................................10
LO 2-4 Describe the purpose and form of email..............11
LO 2-5 Understand the nature and business uses of text
messaging and instant messaging..............................11
LO 2-6 Understand the nature and business uses of social
media........................................................11
LO 2-7 Understand the inverted pyramid structure for
organizing and writing Web documents.........................12
Assignment-2.....................................................12
Assignment-4..................................................14
Assignment-5..................................................17
References....................................................18
Assignment-1
LO 1-1 Explain the importance of communication to you and to business.

Definition
Gertrude has returned to work at her toy company job after a week's vacation. She heads to her
office and cringes when she turns on her computer. Her email inbox shows 400 messages waiting
for her reply as well as a bunch of voicemails. Gertrude sighs and realizes there is no escape
from workplace communication.
Workplace communication is the transmitting of information between one person or group and
another person or group in an organization. It can include emails, text messages, voicemails,
notes, etc.
Importantance of Workplace communication
Workplace communication is vital to an organization's ability to be productive and operate
smoothly.
1. Workplace communication improves worker productivity.
Research has shown that effective lateral and work group communication leads to an
improvement in overall company performance. It has also been discovered that employees who
were graded as highest in production had received the most effective communication from their
superiors. For example, Gertrude works in engineering, and her prototypes of toys receive
accolades. She is an effective communicator about her designs and how they will be played with
in real life by kids. In addition, she receives specific guidance from her superiors, allowing her to
create designs quickly and efficiently.
2. Workplace communication can increase employee job satisfaction.
Employees feel empowered if they are able to have upward communication. This type of
communication is when information flows upward in an organization and usually consists of
feedback. If bosses or managers are able to listen to employees and respond, this leads to an
increase in employee job satisfaction.
In addition, employees are also happy if there is intense downward communication, which is
information flowing down from superiors or managers to direct reports. Gertrude recently sent an
email to her boss recommending that her department upgrade its design software. Her upward
communication feedback was not just acknowledged but also acted upon, resulting in a very
happy design team.

LO 1-2 Describe the main challenges facing business communicators today.

Too little communication that causes anxiety

Your communication challenge may fall into this bucket if you feel like your initial discussions
were rushed. You don’t receive status updates frequently enough. You find yourself worrying or
wondering about the project often. Potential problems don’t come out until it’s too late to easily
solve them.
Too much communication that leads to annoyance
On the opposite end of the spectrum, over-communication can also lead to stress. This occurs
when you have endless meetings to discuss the project but little to no movement on actual
execution. It can also happen when you find yourself fielding a continuous stream of questions,
sorting through irrelevant information, and hearing about even the most minor of issues—that
you aren’t even responsible for solving.
Miscommunication that creates frustration
Sometimes you have the right frequency and quantity of communication but there’s a lack of
mutual understanding. Maybe you think that you know what other people want but when you
show them what you’ve been working on, they’re disappointed. Other times you thought you had
answered someone’s question but they’re still confused. Or worse yet, you both end up doing the
same work or parts of the project get dropped because you thought they thought one thing and
they thought you thought something else.

LO 1-3 Describe the three main categories of business communication.

Internal-operational communication
Internal-operational communication Internal-operational communication consists of the
structured communication within the organization’s work goal. By “structured” we mean that
such communication is built into the organization’s plan of operation . The “organization’s work
goals” we mean the organization’s primary reason for being-to sell insurance, to manufacture
nuts and bolts , to construct buildings’ and the like.

:
Communication is built into the organization’s plan of operation .it helps increase job satisfaction
,safety, production, profits, and discourages absenteeism, grievances, turnover and technical
flows. When the workforce gets appropriate downwards communication from management , they
can be better motivated and more efficient.

External-operational communication:
External-operational communication External –operational communication is that part of an
organization’s communication structure which is concerned with achieving the organization’s
work goals. it deal with people and group outside the organization. Messages to person outside
the company such as suppliers, service companies, customers, and the general public can have a
far –reaching effect on its reputation and ultimate success.

Personal communication
Personal communication Personal communication is not a component of an organization’s plan
of operation, still it can have a significant effect on its success. Personal communication is all
that incidental exchange of information and feeling which human beings engage in whenever
they come together . Human beings are social animals. They have a need to communicate , and
they will communicate even when they have little or nothing to express.
LO 1-4 Describe the formal and informal communication networks of the
business organization.

Definition of Formal Communication

The communication in which the flow of information is already defined is termed as Formal
Communication. The communication follows a hierarchical chain of command which is
established by the organization itself. In general, this type of communication is used exclusively
in the workplace and the employees are bound to follow it while performing their duties.

Example: Requests, commands, orders, reports etc.

The formal communication is of four types:

 Upward or Bottom-up: The communication in which the flow of information goes from
sub-ordinate to superior authority.

 Downward or Top-down: The communication in which the flow of information goes

from superior to sub-ordinate.

 Horizontal or Lateral: The communication between two employees of different

departments working at the same level.

 Crosswise or Diagonal: The communication between the employees of two different

departments working at different levels.

Definition of Informal Communication

The communication which does not follow any type of pre-defined channel for the transmission
of information is known as informal communication. This type of communication moves freely
in all directions and thus it is very quick and rapid. In any organization, this type
of communication is very natural as people interact with each other about their professional life,
personal life and other matter.

Example: Sharing of feelings, casual discussion, gossips etc.

The informal communication is of four types:

 Single Strand Chain: The communication in which one person tell something to
another, who again tells something to some other person and the process goes on.

 Cluster Chain: The communication in which one person tells something to some of its
most trusted people and then they tells them to their trustworthy friends and the
communication continues.

 Probability Chain: The communication happens when a person randomly chooses some
persons to pass on the information which is of little interest but not important.

 Gossip Chain: The communication starts when a person tells something to a group of
people and then they pass on the information to some more people and in this way the
information is passed on to everyone

LO 1-6 Explain why business communication is a form of problem solving.

As you look ahead to all the business communication tasks you may face, it can help to think
about business communication as a problem solving activity. Researchers in many field
management, medicine, writing, psychology, and others have study problem solving. In general,
they define problem as simply “a gap between where always something negative: it can be an
opportunity to improve a situation or do things in a better way.
As a goal focused enterprise, business is all about solving problems, and so, therefore, is
business communication. The problem solving literature divides problems into two main types?
Well defined and ill defined. The form can be solved by following a formula, such as when you
are computing how much money is left in your department’s budget . But most real world
problems, including business communication problems, cannot be solved this way. They do not
come to us in neat packages with the path to the best solution clearly implied. Instead, they
require research, analysis, creativity and judgment. One reason why this is the case in business
communication is that, as in any communication situation, people are involve and people are
both complex and unique but the business context itself is often complex, presenting you with
multiple options for handling any given situation
for example, if a customer has complain, what will you do about it? Nothing? Apologize? Imply
that the customer was at fault? Give a conciliatory discount? Refuse to adjust the bill? Even a
“simple” problem like this one requires thinking through the likely short and long term effect of
several possible solution.
Solving ill-defined problems involve combining existing resources with innovation and good
judgment. Although this book presents basic plans for several common types of business.
Communication messages, you will not able to solve particular communication problems by just
filling in the blanks of this plans. The plans can be thought of as heuristics-“rules of thumb” that
keep you from reinventing the while with is new problem. But the plans do not tell you all need
to do to solve each unique communication problem. You must decide how adopt each plan to the
given situation.
What this means is that successful business communication is both more challenging and more
exciting then you may have thought. You will need to draw un your own powers of interpretation
and to decision making to succeed with your human communication partners.

LO 1-7 Describe the contexts for each act of business communication.

One of the context in business communications Intrapersonal communication involves one

person; it is often called “self-talk.” [1] Donna Vocate’s [2] book on intrapersonal communication
explains how, as we use language to reflect on our own experiences, we talk ourselves through
situations. For example, the voice within you that tells you, “Keep on Going! I can DO IT!”
when you are putting your all into completing a five-mile race; or that says, “This report I’ve
written is pretty good.” Your intrapersonal communication can be positive or negative, and
directly influences how you perceive and react to situations and communication with others.
What you perceive in communication with others is also influenced by your culture, native
language, and your world view. As the German philosopher Jürgen Habermas said, “Every
process of reaching understanding takes place against the background of a culturally ingrained
preunderstanding.” [3]
For example, you may have certain expectations of time and punctuality. You weren’t born with
them, so where did you learn them? From those around you as you grew up. What was normal
for them became normal for you, but not everyone’s idea of normal is the same.
When your supervisor invites you to a meeting and says it will start at 7 p.m., does that mean
7:00 sharp, 7-ish, or even 7:30? In the business context, when a meeting is supposed to start at 9
a.m., is it promptly a 9 a.m.? Variations in time expectations depend on regional and national
culture as well as individual corporate cultures. In some companies, everyone may be expected
to arrive ten to fifteen minutes before the announced start time to take their seats and be ready to
commence business at 9:00 sharp. In other companies, “meeting and greeting” from about 9 to
9:05 or even 9:10 is the norm. When you are unfamiliar with the expectations for a business
event, it is always wise to err on the side of being punctual, regardless of what your internal
assumptions about time and punctuality may be.

LO 1-8 Describe the business communication process.

Sensing a communication need. A problem has come to your attention, or you have an idea about
how to achieve a certain goal. You believe that some form of communication will help you
achieve the desired state.
2.Defining the situation. To create a successful message or plan a communication event, you
need to have a well-informed sense of the situation. What exactly is the problem? What further
information might you need to acquire in order to understand the situation? How might your or
your organization’s goals be hindered or helped depending on your communication choices?
3.Considering possible communication strategies. As your definition of the situation takes shape,
you will start considering different options for solving it. What kind of communication event will
you initiate, and what will you want to achieve with it? What image of yourself, your company,
and your communication partners might you project in your message?
4.Selecting a course of action. Considering the situation as you’ve defined it and looking at your
communication options, you will consider the potential costs and benefits of each option and
select the optimum one. Your decision will include preliminary choices about the message type,
contents, structure, verbal style, and visual format, and about the channel you will use to deliver
the message. (Read about a poor choice of channel in the Communication Matters feature on this
page.)
5.Composing the message. Here is where you either craft your written message or plan your
presentation or conversation. If you have decided to convey your message orally, you will make
careful notes or perhaps even write out your whole message and also design any visuals you
need. If you have decided to write your message, you will draft it and then revise it carefully so
that it will get the job done and reflect well on you (see the next chapter for helpful writing and
revising techniques).
6.Sending the message. When your message is prepared or carefully planned, you are ready to
deliver it to your intended recipients in the channel you have chosen. You choose a good time to
deliver it, realizing, for example, that Monday morning may not be the best time to make an
important phone call to a busy executive. You also consider sending auxiliary messages, such as
a “heads-up” phone call or email, that could increase your main message’s chances of success.

Chapter-2

LO 2-1 Describe the writing process and effective writing strategies

.Answer- The writing process is an approach to writing that entails the recursive phases of pre-
writing, drafting, revising, editing, and publishing.
Read-Write-Think offers a Strategy Guide for Implementing the Writing Process that is
appropriate for K- teachers. The strategy guide explains the writing process and provides
methods for teaching it.

LO 2-2 Describe the development and current usage of the business letter.
Answer-
A business letter is a letter written in formal language, usually used when writing from one
business organization to another, or for correspondence between such organizations and their cus
tomers, clients and other external parties. The overall style of letter will depend on the
relationship between the parties concerned. There are many reasons to write a business letter. It
could be to request direct information or action from another party, to order supplies from a
supplier, to identify a mistake that was committed, to reply directly to a request, to apologize for
a wrong or simply to convey goodwill. Even today, the business letter is still very useful because
it produces a permanent record, is confidential, formal and delivers persuasive, well-considered
messages.

1. Letter of Complaint

A letter of complaint will almost certainly result in an official response if you approach it from a
businesslike perspective. Make the complaint brief, to the point and polite. Politeness pays off
regardless of the extent of anger you are actually feeling while composing this type of business
letter.

2. Resume Cover Letter

A cover letter that accompanies a resume should revel in its brevity. You should take as little time
and as few words as possible to accomplish one task: persuading the reader to anticipate reading
your resume. Mention the title of the job for which you are applying, as well or one or two of
your strongest selling points.

3. Letter of Recommendation

A recommendation letter allows you to use a few well-chosen words to the effect of letting
someone else know how highly you value a third party. Resist the temptation to go overboard;
approach your recommendation in a straightforward manner that still allows you to get the point
across.

4. Letter of Resignation

An official letter of resignation is a business letter that should be fair and tactful. Be wary of
burning any bridges that you may need to cross again in the future. Offer a valid reason for your
resignation and avoid self-praise.

5. Job Applicant Not Hired

In some cases you may be required to write a business letter that informs a job applicant that he
was not chosen for an open position. Offer an opening note of thanks for his time, compliment
him on his experience or education and explain that he was just not what the company is looking
for at the present time.
8. Notification of Error

When sending a business letter that lets the receiving party know that an error has been
corrected, it is good business sense to include a copy of the error in question if there is
paperwork evidence of it. Make the offer of additional copies of material involved in the error if
necessary.

9. Thanks for Job Recommendation

A letter of thanks for a party that helped you get a job should be professional and courteous.
Above all else, avoid the temptation to go overboard in offering your thanks. Be aware that your
skills also helped you land the job and it was likely not handed to you as a result of the third
party.

10. Information Request

A business letter that requests information should make the request specific and perfectly
understandable. It is also a good idea to state the reason for the information request. Extend
advance appreciation for the expected cooperation of the recipient.

LO 2-3 Describe the purpose and form of memorandums (memos).

The business memorandum, or memo, is used primarily as a formal, physical means of efficient
communication from a department of staff members -- it is almost always for internal
communication and only rarely sent to clients or the public. The memo is essentially a short
letter, typed in a word processing document, for example, in Microsoft Word or Adobe Reader,
with company letterhead and either sent electronically as a file attachment or printed for hand
delivery. Less formal messages are usually sent by email only. Memos should be sent to a
specific audience, depending on their purpose.

Memos are used to keep employees informed on the latest happenings, either company-wide or
in a specific department. For example, when management issues a change in corporate policy, a
memo is used to explain the change. Other news shared in a memo might include the latest new
hires or promotions with specific details about each person and their roles, or new partnerships
with other companies. Memos can be used to inform staff with updates on how project schedules
are coming along, or about new products or services the company is introducing. Memos might
include an announcement to be posted in common areas of an office.

LO 2-4 Describe the purpose and form of email.

Email is widely used as a form of business communication and overall it is a highly effective
communication tool. Email is inexpensive, only requiring an Internet connection that is generally
already present in the business. Although a printout of emails is possible, emails often stay as
soft copies because archiving and retrieving email communications is easy to do. From the CEO
to the janitorial staff and even temporary employees of the business can send and receive email
communications.
Function
Although it cannot and should not replace all face-to-face communication and others forms of
communication, internal email usage can cover many areas within the business. Internal emails
can function as an effective communication for sharing basic information, such as new cafeteria
prices, paper use guidelines or security precautions, for example. Sending simple messages to an
entire workforce with just the click of a mouse is fast, easy, convenient and can save the
company money. If saved, the email can function as proof of a message sent or received, and is
easily accessible to remind the recipient of pertinent information. Many businesses use email as
part of its marketing efforts to share information with prospects, customers, vendors.

LO 2-5 Understand the nature and business uses of text messaging and
instant messaging.

Text messaging is an important new type of business message.

 It is widely used today.

 It enables one to send and receive short messages by wireless phones and personal
computers.

 It is finding a place in business communication.

 The writing stresses brevity and uses shortcuts—but never at the expense of clarity

LO 2-6 Understand the nature and business uses of social media.

The importance of relationship-building in business has been discussed extensively in the

academic literature. But its importance in the business world is often under-acknowledged,
especially in contrast to the more specialized skills and expertise involved in running a business.
However, effective relationship building is a crucial ingredient in business success, perhaps
even the critical success factor.

Academic researchers have studied this issue using concepts and techniques such as social
capital and social networks analysis. They have provided empirical as well as theoretical
evidence of the value generated by different types of business relationships. At the same time,
the business world is being dramatically modified by the growing use of the Internet and social
media, raising questions about the evolving nature of business relationships and the skills and
attributes needed to develop and maintain them.

Such questions are the focus of this article, which examines the traditional role of relationships in
business, highlights some key changes resulting from the increasing use of social media, and
discusses what firms need to do to adapt to this new business reality.

LO 2-7 Understand the inverted pyramid structure for organizing and writing
Web documents

The inverted pyramid is a method for presenting information where the most important
information, represented by the base of the pyramid, is presented first and the least important
(the tip) is presented last. Information designed using this model begins with a lead that
summarizes the information, followed by the body, where the information presented in the lead is
elaborated on and substantiated, in descending order of importance.
Thanks to its long use in journalism the inverted pyramid style has a number of well-established
advantages:
 Important information comes first, where it is more likely to be seen and remembered
 This front-loading of content permits efficient scanning for information
 The initial major facts establish a context for later secondary information
 The structure places facts and keywords at the head of the page, where they carry more
weight in search engine relevance analysis

In crowded home pages, it’s often good practice to provide only the lead and perhaps a “teaser”
sentence, with the body of the article available through a “learn more” link to another page.

Assignment-2

1) Write an email to the Project Manager regarding the status of your team project.
Hi Tom,

I wanted to provide you with a brief summary on how your project is progressing:

 Your project is currently 65% complete

 100% of all tasks in the design phase have been completed

 70% of the tasks in the coding phase are finished

 The project management phase is 45% complete

 The quality control phase is 10% complete so far

 35% of auxiliary tasks have been completed

Our bug log is currently tracking 3 unresolved bugs, 1 of which is marked as high priority. The
bug log also holds 3 feature additions pending approval.

We have just uploaded the latest work to our staging server for you to review, this can be viewed
by following this link: http://www…

The next thing we are planning to work on is the photo gallery component, we are aiming to
have this completed by late next week (19 Jan).

We are still waiting to receive media release articles from your PR person. Without these, your
site will launch and this section will be blank, or have to be hidden initially.

Let me know if you have any questions, I will be happy to answer them as best I can.

2) Write a letter to a customer regarding their complaint regarding the company's customer
service
Thank you for your letter alerting us to the problem you have been having with our store in
Springfield. I am sorry you have been subjected to such a frustrating series of events. We pride
ourselves on responding to customers' concerns very quickly, so what you have experienced is
inexcusable.

I have spoken with our manager in Springfield and have instructed him to give you a full refund
plus 20% off your next purchase. I extend my own apologies for the inconvenience this problem
has caused you. It is apparent that we need to train our holiday help more thoroughly.

I wish you an enjoyable holiday season.

Assignment-4

1) Using Familiar, Short Words (LO1)

Instructions, Sentences 1-9. Revise these sentences for easy communication.

1. We must terminate all deficit financing.

- We must pay off our debts
2. We must endeavor to correct this problem by expediting delivery.
- We must provide faster delivery to solve this problem
3. A proportionate tax consumes a determinate apportionment of one’s monetary flow.
- Taxes can deplete a portion of one's bank account
4. Business has an inordinate influence on governmental operations.
- Business have excessive influence over governmental operations
5. It is imperative that consumers be unrestrained in determining their preferences.
- It is important that consumers are able to have choices.
6. Mr. Sanchez terminated Kevin’s employment as a consequence of his ineffectual
performance.
- Mr Sanchez terminated Kevin because of the performance issues.
7. Our expectations are that there will be increments in commodity value.
- There will be increase in commodity values.
8. Can we ascertain the types of customers that have a predisposition to utilize our instant-
credit offer?
- Can we find customer who are more likely to buy out instant credit offer?
9. The preponderance of the businesspeople we consulted envisioned signs of improvement
from the current siege of economic stagnation.
- The larger number of business people we met visualize sign of betterment from the
current siege of economic progress

2) Selecting Concrete, Precise Words (LO4)

Instructions, Sentences 10-18. Revise these sentences to make them more precise and
informative.
10. We have found that young men are best for this work.
- We have found men in between age of 20-30 are best for this job
11. She makes good grades.
- She got grade A
12. John lost a fortune in Las Vegas.
- John lost $1,20,000 in last-vegas
13. If we don’t receive the goods soon, we will cancel.
- If we do not receive goods by 6 PM we will cancel.
14. Some years ago she made good money.
15. – 5 years ago she made $1000,000
16. His grade on the aptitude test was not high.
- His grade on the aptitude test was C
17. Here is a product with very little markup.
- Here is a product with 2% markup
18. The cost of the online subscription was reasonable.
- The cost of online subscription is $1
19. There is only a little time left on our copier’s warranty.
- There is 10 days left on our copier warranty

3) Avoiding the Use of Incorrect Similar Words (LO5)

Instructions, Sentences 19-30. Some of the following are correct and some are incorrect. Indicate
which is which and correct the problem sentences.

20. We have less than 25 registrants so far.

- We have fewer than 25 registrants so far
21. I did not mean to infer that you had made a mistake.
- I did not mean to say that you have madea mistake
22. If you turn in you’re report by Friday, you can work from home on Monday.
- If you submitt you’re report by Friday, you can work from home on Monday.
23. He is not adverse to your suggestion; he simply wants more information.
- He is not rejecting your suggestion; he simply wants more information
24. You may have whichever computer you choose.
- You may have whatever computer you choose.
25. The handbook offers advise on professional behavior.
- The handbook mentions advise on professional behavior.
26. Please except my apologies.
- Please forgive me
27. It’s time to remodel the break room.
- It’s time to re-design the break room
28. A complementary breakfast is included.
- A breakfast is included
29. Write in such a way that you elicit the response you want.
- Write in such a way that you get the response you want.
30. This laptop needs its’ battery replaced.
- Battery needs to be replaced in this laptop
31. There is no reason why we should refund their money.
- There is no reason to refund their money

4) Using a Conversational Style (LO12)

Instructions, Sentences 31-38: Rewrite the following in conversational style.

32. I hereby acknowledge receipt of your July 7 letter.

- I have received your letter on July 7.
33. Please be so kind as to reply at your earliest convenience.
- Please reply As soon as possible
34. Attached please find the receipt requested in your May 1st inquiry.
- Please find attached receipt you have requested on May 1st
35. You are hereby advised to endorse the enclosed proposal and return it to the undersigned.
- Be advised to sign the attached proposal and return it to Mr Anderson
36. This is to advise that henceforth all invoices will be submitted in duplicate.
- All invoices will be submitted in duplicate going forward
37. In reply to your letter of July 13, permission to quote from our report is hereby granted.
- Your permission to quote from our report is granted as you have requested in you July
13th letter
38. Replying to your letter of the 3rd, we deem it a great pleasure to accept your kind offer to
serve on the committee.
- We are pleased to accept you offer to serve on the committee, as you have mentioned
in you May 3rd
39. Please be advised that, with regard to above invoice, a payment of $312 has been credited
to your account.
- We have credited the payment of $312, See attached invoice for your reference

5) Rewriting for Positive Emphasis and Courtesy (LO14, LO15)

Instructions, Sentences 39-45: Rewrite the sentences for positive effect. Use your imagination to
supply situation information when necessary.

40. Your misunderstanding of our January 7 email caused you to make this mistake.
- We might not be clear on our January 7 email, Which could be the reason for this
mistake.
41. We hope this delay has not inconvenienced you. If you will be patient, we will get the
order to you as soon as our supply is replenished.
- We apologies for the inconvenience caused by the delay in your order delivery we’ll
expedite you delivery as soon as our supply is replenished
42. We regret that we must call your attention to our policy of prohibiting refunds for
merchandise bought at discount.
- We will be able to process refund on regular merchandise but not on discounted
merchandise as per the refund policy
43. Your negligence caused the damage to the equipment.
- Our equipment are not designed to bear the situation
44. You cannot visit the plant except on Saturdays.
- You can visit the plant on Saturdays
45. We were disappointed to learn from your July 7 email that you are having trouble with
our Model 7 motor.
- We appreciate you feedback you gave us via you letter on July 7th
46. Tuff-Boy work clothing is not made from cloth that shrinks or fades.
- Tuff-Boy work clothing is made from cloth that never shrinks or fade

Assignment-5

1) Criticize the following thank-you message from a college student to a professor who has sent
her a job lead.

Subject: Thanks

Dear Prof. Smith,

Thanks for the hot tip on the job! I'm interviewing there tomorrow!

Sarah

Critique

1. Subject line is not descriptive enough

2. The use of verbiage like “Hot tip” is not professional and formal enough for the person
(Professor), Some synonyms like “Your reference” or “your information” can be more
appropriate.

2) Critique the following direct claim message:

I wonder if you would consider reducing the bill I recently received for repair work that Tom,
one of your men, performed last week. I did not realize that he would charge me for the time he
spent going to Home Depot to get the parts he needed. If I'd known this, I probably wouldn't
have chosen your company to do the work.

Please let me know your reply as soon as possible.

Kim Keeley
Critique

1. The email writer could have been more clearer by separating sentencing

2. The writer Kim could have used more positive verbiage and accent in her reply instead of
overly complaining about the services.

3. The write did not attached any contact information for Company’s representative to reply
back

3) Criticize the following operational message from a restaurant manager:

Wait staff:

It has come to my attention that our customer service is substandard. We will therefore hold
mandatory training sessions over the next three weeks. See your shift supervisor to plan your
work schedule so that you can attend

Critique

1. The manager have used very negative language to address the problem, As manager have
emphasized more on substandard customer services, the manager should have focused
more on the benefits employees can gain because of the training.

2. The manager should have ask for employee’s feedback on the schedule instead of
dictating their timings

References

 https://bookshelf.vitalsource.com/#/books/

 http://www.notesdesk.com/notes/