Lecture Tutorial Totorial

Week
Week Activity

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Topic

Lecture

Role-play

Lecture

Learning Outcome of the

Course

Why is Critical Thinking useful? 1. Analyze critically

8 Critical Thinking standards.
and creatively using
critical thinking
Barriers to Communication in
skills in solving
Business.
How is Critical Thinking useful?
practical problems.
8 Critical Thinking standards.

Business Communication
Direct Messages in Good News
8 Critical Thinking standards.
Business Communication
Indirect Messages in Bad News
8 Critical Thinking standards.

Simulation of
job interview

Business Communication
Job Search Process
8 Critical Thinking standards.

Break
6-1

Tutorial CIX1005
Week 4

McGraw-Hill/Irwin

Copyright 2011 by The McGraw-Hill Companies, Inc. All rights reserved.

Applications of the General Direct

Plan

Routine inquiries
Favorable responses (Self-reading)
Adjustment grants (Self-reading)
Order acknowledgments (Self-reading)
Thank-you note (Self-reading)

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Preliminary Assessment
Determine the readers probable
reactionpositive, neutral, negative.
If the readers reaction is likely positive or
neutral, use a direct approach.
Asking something your reader is likely to grant
Giving good news
Acknowledging an order

If the readers reaction is likely negative,

use an indirect approach.

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Direct Plan: Routine Inquiry

1.
2.
3.
4.

Begin directly with request for information.

Include any necessary explanation.
Number your questions
End with goodwill words specific to the
message.

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Routine Inquiry: Good

Example
Dear Mr. Trump:
Will you please help us to serve you better by answering
the following questions.
When you returned merchandise at our store recently,
1. Were you served promptly and courteously?
2. Was the adjustment satisfactory and in accordance with
your wishes?
3. Did the salesperson offer to assist you in selecting other
merchandise?
Please provide your answers and comments at our website:
http://www.orange.com or simply send your response in the
enclosed stamped and addressed envelope. We are most
grateful for any feedback you provide.
Sincerely,
6-6

Direct Approach:
Favorable Response To the Reader
1. Begin by stating you are complying
with his/her request.
2. Identify the message you are replying
to

in the beginning or in a subject line.

3. Provide additional relevant information.

4. Deemphasize any negative
information.
5. Provide a closing that builds goodwill
and is specific to the message.
6-7

Favorable Response: Good

Example
Mr. Xi:
Yes, well gladly help with your warranty claim on your
mobile device model SG-50, just as you requested in
your April 18 message.
To get the exact diagnostic and repair, Ms. Siti, of our
claim department, has already forwarded the returned
item to the technical department. You can expect the
result by the 20th, Im sure.
Your cooperation will certainly help Orange Mobile
Device get a measure of itself and will help to improve
its future offerings. Well be glad to hear more
feedback from you.

6-8

Adjustment Grants
Begin the good news directly .
Incidentally identify the message you
are answering.
Avoid or deemphasize negatives that
recall the situation being corrected.
Regain lost confidence through
explanation or corrective action.
End with friendly, positive words.
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Adjustment Grant: Good

Example
Ms. Klinton :
Crediting your account for RMB 321.40 is Great Walls way of
assuring you that your satisfaction is very important to us.
Because we sincerely want to please, we thoroughly examined
the suit you returned to us. Our investigation showed that the
likely cause of the fading was accidental contact with some form
of chemical. We couldnt determine precisely what the chemical
was or just how contact was made, but we suspect a liquid spill
sometime after packaging either in our warehouse or during
shipment. Such unexpected happenings will occur in spite of our
best precautions, but we are relieved to know that Great Walls
reputation for quality fabrics and craftsmanship remains
excellent.
We want you to know that we sincerely desire to serve you, and
we look forward to serving you with high-quality Great Walls suits
in the years ahead.
Da Bao, Manager

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Order Acknowledgment

Give the status of order.

Build goodwill.
Include a thank you.
If there is a problem (vague order, back
order)
Report directly regarding delays, or
Use a tactful approach to get needed
information on vague orders or to report back
orders.

Close with friendly words adapted to the

message.
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Order Acknowledgement: Good

Example
Mr. Butterflai :
By the time you receive this letter, you should have received the
assorted pipe you ordered July 15. As you requested, we shipped
it by Zombie Freight, and we will bill you on the first.
The G-4 Hairy Porter Pipe Joint Clamps have been a very popular
item recently. We have marked these clamps for rush shipment
to you just as soon as our supplies are replenished. Our plant
foreman tells me that his people are working overtime to catch
up. He promises that we will have the clamps on the way to you
no later than August 12.
Thank you for giving us another opportunity to serve you with
quality Hairy Porter products.
Peanutt Barter

Office Manager
6-12

Other Thank-You Messages

Be brief and direct.
Begin with thank you.
Follow with a personalized comment
about the reader.
End with a friendly, goodwill close
relevant to the topic.

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Thank-You Message: Good

Example
Dear Mr. Lazy Papa:
Thank you for meeting with me last Thursday and for
providing me with information for my report on green
practices in local companies.
Your insights, description of Papas Communications green
practices, and materials you provided all helped make my
report a success.
I wish you and your company well as you implement your
electronics recycling program next fall.
Sincerely,
J Jao

6-14