Professional Documents
Culture Documents
11301
11301
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-9th-edition-amy-newman-test-bank/
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-9th-edition-newman-test-bank/
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-10th-edition-newman-solutions-manual/
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-8th-edition-newman-solutions-manual/
Business Communication In Person In Print Online 10th
Edition Newman Test Bank
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-10th-edition-newman-test-bank/
https://testbankdeal.com/product/business-communication-in-
person-in-print-online-8th-edition-newman-test-bank/
https://testbankdeal.com/product/excellence-in-business-
communication-11th-edition-thill-solutions-manual/
https://testbankdeal.com/product/excellence-in-business-
communication-12th-edition-thill-solutions-manual/
https://testbankdeal.com/product/communication-in-business-
international-edition-8th-edition-ober-solutions-manual/
9e
Overview
Neutral and positive messages typically are written in clear language
using the direct organizational plan. Similarly, replies are written
promptly and directly address all the questions asked and implied. The
same approach is used for goodwill messages composed to express
congratulations, appreciation, or sympathy.
Learning Objectives
• Compose a neutral message.
• Respond to a neutral message.
• Compose a goodwill message.
• Address customer comments online.
PPT Slides | Solutions to Exercises | Handouts | Video Suggestions | Company Examples | BizCom in the News
Teaching Suggestions
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 2
Resources LO2: Respond to a neutral message.
REFER TO the PPT exercise on composing a response. Ask students to
assume the reader’s position. What questions will the customer have
after receiving the response? What information does the customer still
lack after the response? Overall, how does the response make the
customer feel?
ASK students to “deliver” the response to the customer, and then ask
the customer to comment on its effectiveness. Did the expert answer
all questions—direct and implied? Is the response positive and
personal? Is the structure effective?
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3
Resources LO3: Compose a goodwill message.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4
Resources LO4: Address customer comments online.
whether an online post is credible?
• Read the summary of the FTC complaint (posted by the Bureau of
Consumer Protection blog, a government website). After reading
the sample reviews in the summary of the complaint, do you
believe the FTC Guides are appropriate? Is the fine fair? Why or
why not?
• Working in small groups, identify criteria to determine the
credibility of an online review. How can you assess objectivity? Or,
what clues might tell you that a review is not objective?
Additionally, ask students to individually complete the following:
To vary the activity, distribute a few printed online comments, and ask
students to decide how to address the comments. Alternatively,
students may be asked to bring to class their own selection of various
online comments for a similar activity.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5
Solutions to Exercises
3Ps in Practice: Responding to Online Feedback
Process
1. Would you respond to this comment? Why or why not?
Because the comment is highly positive, I would reinforce the comment and engage the
customer by retweeting it or replying.
2. Assume that you will respond. What is the purpose of your response?
To thank the customer for her loyalty to Kraft Macaroni and Cheese. I also want to highlight
the comment for others to see.
3. Describe your audience.
Primary audience: the satisfied customer. Secondary audience: others viewing the tweet.
These viewers may include other customers of Kraft.
Product
@CathGodbout. Happy to hear you’re obsessed with Kraft Mac & Cheese! So am I, and
Homestyle is my favorite.
• Presents the major idea first: I am interested in joining a local alumni organization upon
graduation and would like to obtain some more information.
• Includes specific questions: Are membership fees due monthly or annually? Does the alumni
organization partner with other clubs or organizations?
Later in the semester, students should compare email responses with each other. Encourage
them to pay particular attention to whether their questions were fully answered.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6
Subject: Temporarily Suspending Membership
I am considering joining the gym, but I have a question about temporarily suspending
membership. I will be away for four weeks in September. If I joined now, would it be possible to
suspend my membership—and avoid paying membership fees—for those four weeks? Do you
have a reinstatement fee or any other charges that I should consider?
Thank you,
Maggie
• Begin with the major idea—the idea to move to a new location and the need for Cotton
Ware’s help.
• Avoid including discussion that does not apply to Cotton Ware such as a detailed rationale of
the move.
• Be personal: thank Harris for Cotton Ware’s commitment and strong relationship.
• Include all necessary details involved in managing this change—addresses, contact
information, and important dates.
• Politely request that Harris hold the shipments, but be firm about the importance of this
task.
• Ask for confirmation—or state that you will call to confirm—that Harris understood and
made the proper arrangements. (This last point is particularly important to make sure that
the message was received. Students also may choose to call Harris on March 1 as a
reminder.)
Because it is important that nothing is shipped after March 4, students’ emails must be
persuasive. Emails should make it easy for Harris to understand the message.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 7
5. Write an email to employees about new security procedures.
Students’ emails should do the following:
• Begin with the main point: new security procedures will be implemented to monitor people
coming into and leaving the building.
• Include a clear, convincing rationale for the new procedure so that employees will
understand the need for the new procedures, even if they find swiping ID cards an
annoyance.
• Provide sufficient details so that employees know what to expect when the procedure is
implemented.
• Close by thanking employees for their cooperation and by providing an avenue to ask
questions.
• Follow the direct organizational plan. Students may repeat Penny’s bullet points and follow
with the response. This would be a clear, easy-to-follow structure.
• Be personal. Share stories and experiences that may help Penny gain a better perspective of
life at this school.
• Answer all of the questions. If there are obvious follow-up questions, provide that
information before being asked.
• End in a friendly manner. Students could leave an invitation to write back with further
questions at any time.
• Follow the direct organizational plan. The response should begin with an acceptance of the
invitation.
• Provide a personalized response. Because the student worked at the organization all
summer, it is appropriate to include personal, positive comments.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8
• Close on a friendly note, for example, “I look forward to seeing everyone in HR again.”
Dear James,
We are always thrilled to hear from our LEGO fans! You truly have a passion and joy for
LEGO. I am amazed at how many sets you have at only ten years old! I am a very big LEGO
fan myself and enjoy some of the same sets you do. We received your letter here in
Consumer Services and were very touched by your determination.
The Emerald Night Train is a wonderful set, so we can understand why it is your dream to
own it. I commend your willpower and patience to save money for over two years just to
purchase this set. It is very evident that no other set could make you happier. We can
understand how disappointing it must have been to find it had been discontinued. Due to
your passion for LEGO and your heart-warming letter, we knew we had to go above and
beyond to help make this a reality.
We have located an Emerald Night Train for you, James, and included it in this package! I am
sure you will enjoy building it and cherish your time playing with the train. We are excited to
know that we could help make this dream come true for you! Now there will be no more
sadness or disappointment when you think about it… just happiness!
We hope you will continue to love to build and create with LEGO. Fans like you are why we
are so lucky as a company. Who knows, maybe you will be working for The LEGO Group one
day! You certainly have the heart and passion for our bricks to do so! Happy building, James!
Sincerely,
Megan
Consumer Services Advisor
In discussing the boy’s original letter, you might mention his outdated use of “Dear Sirs” as
the salutation.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 9
11. Write a congratulations note.
Encourage students to follow the guidelines for goodwill messages found in Figure 7. Below is a
sample congratulations note:
Josh,
Congratulations on winning the Manager of the Year award. I was happy to see you were chosen
this year. Working for you the last two years has been a pleasure—you encouraged our
department to be innovative and to do our best work every day.
Rachel
Brian,
You did a terrific job working with Annan Pongsudhirak to deliver the Panda curtains she wanted
with the positive, engaging service we strive for here at Costco. Congratulations on receiving
such a nice note!
I appreciate your commitment to excellence. Part of what makes you an excellent sales associate
is your ability to take the time necessary to discuss with customers their needs. Instead of
focusing on the sale, you focus on the customer. This philosophy will grow our reputation as a
customer-focused business.
Christina
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 10
13. Write a thank-you note.
Students’ responses will vary, but below is a sample response:
Thank you for a quick response to handle the incident at In the Loop Soup Kitchen earlier this
week. Thanks to you, no one was hurt, and for that we are deeply grateful. Although witnesses
were frightened, your adept handling of the situation gave everyone at the facility confidence
and settled our fears.
Many thanks from all of us at In the Loop Soup Kitchen for your commitment to public safety in
our community. We are fortunate to have such a competent, responsive team in Olpine.
John
Incredible sound!: This positive social media post reflects well on Sony. I would reach out and engage
this positive customer to say thank you and to highlight the response for other readers to see.
Good for little over a year: This post is from an unhappy customer. He was originally happy with
the product, but it failed after the warranty expired. My goal here would be to restore the
relationship. I would respond and offer a solution—perhaps replace the part that is broken.
Others reading these reviews would also see Sony’s response to the situation, which can make a
positive impact.
Nice stereo: This is a neutral post. It doesn’t say anything negative about our company, so I would
recommend not responding. Students may respond, but it is not expected or necessary.
Thank you for sharing your positive experience with our Sony stereo. We are glad you like the
sound quality of the stereo. In addition, we strive to make our products user friendly for both
installation and use, so I’m glad that we have succeeded!
Best,
Jake Zimmer
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 11
Students may notice that we do not have the writer’s name; therefore, it’s even more important
that our response indicates that we read the review.
Paolo,
I just saw your Yelp review and was so happy! Thank you for sharing your positive experience
with Doggie Do. I’m glad to hear that Oscar is getting along with your son and behaving well. He
was a tough cookie at first, but we all enjoyed working with him. Amelia and the rest of the staff
work hard with pups every day to teach them obedience; it is rewarding to hear how well Oscar
is doing at home!
Best,
Diana Collins
Marni,
Thank you for drafting a response to the online post about the JCPenney website. As a company,
we want customers to feel that we value their online comments and take them seriously.
In keeping with this idea, why don’t we try to rework the draft you wrote so it’s a bit longer and
more specific. We also want to encourage others to see our good work.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 12
For this response, you might try something like this instead: “Thank you! I am glad to hear that
our website was easy for you to navigate. As a customer who loves JCPenney, have you
considered joining our frequent shoppers club? We look forward to providing you with all your
household and personal needs.”
Karen
@Chrisbushkin Nike sells those great cleats at all Sports Authority stores, and most carry size 11.
Or you can order them through nike.com.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 13
Another random document with
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Ó, hiszen én is csak amolyan uborkafára fölkapaszkodott vagyok
és kávéházakban tanultam a jómodort. De mivel nem tudtam
elhallgatni véleményemet Grindhusen piszkosságáról, a viszony
egyre feszültebb lett közöttünk. Féltem, hogy egyszer csak el kell
válnunk, hiszen most is már csak éppen a legszükségesebbet
mondtuk egymásnak.
A kutat még mindig nem ástuk meg, vasárnap lett és Grindhusen
hazament.
Magasságmérőm elkészült, délután fölmásztam a főépület
tetejére és fölállitottam. Rögtön láttam, hogy irányzéka jó néhány
méterrel a domb csucsa alá mutat. Rendben van. Még ha egy egész
métert számitok a kutban a viz szinéig, akkor is elegendő nyomás
van.
Miközben ott fönt méricskéltem, a pap fia fölfedezett. Meltzer
Harald volt a neve. Kiváncsiskodni kezdett, hogy mit csinálok
odafönt.
– Minek méred a domb magasságát? – mondta. – Engedj engem
is oda egy kicsit!
Később egy tizméteres zsinórt is kaptam és pontosan lemértem
vele a távolságot a domb csucsától a lábáig. Harald segitett. Azután
bementem a paphoz és előadtam neki tervemet.
VI.