MIDTERM REVISION

MỤC LỤC
CHAP 1:
CHAPTER 1: Business Communication in the Digital age

1. What skills do employers want and Why? How can your education drive ( thúc đẩy) your
income?

- Skills:

 Excellent oral and written communication skills

 Ability to work in teams
 Professionalism and work ethic
 Critical thinking and analytical reasoning
 Unblemished social media presence (Facebook, Instagram, LinkedIn, Youtube,…)

- Your education drives your income:

 Advantages of a college degree

 Higher lifetime earnings
 Less unemployment
 Wider variety of career options
 Access to highest-paying, fastest-growing careers education drives your income:

2. List some new Communication Technologies. Explain why it affects your business
communication?

Figure 1.4

 Cloud Computing and Web 2.0: Cloud computing means that businesses and individuals
no longer need to maintain costly hardware and software in-house; instead, they can pay
for digital storage space and software applications offered by providers online.
 Telephony: VoIP : (VoIP). This technology allows callers to communicate using a
broadband Internet connection, thus eliminating long distance and local telephone
charges. Also, its low cost or free so they can save money
 Smart Mobile Devices and Digital Convergence: allow workers to tap into corporate
databases and intranets from remote locations. They can check customers’ files, complete
orders, and send out receipts without returning to the office. They completely replace
specializes equipment.
 Social Media: enables participants to connect and participate in social networks online,
other users to issue up-to-date news about their products, to link to their blogs and
websites or to announce events and promotions. Its also allows businesses to trackwhat is
being said about them and their products. Moreover, they can nteract with customers and
to build their brands.
  CÒN NỮA! TRANG 8 SLIDE 28

3. Which factors make people hard to have effective listening? How to improve it (? Keys)?
- Barriers to effective listening: Physical, psychological, language problems…

- 10 keys to build powerful listening skills:

1. Stop talking and let others speak.

2. Control external and internal distractions.
3. Be receptive and keep an open mind.
4. Listen for main points.
5. Capitalize on lag time.
6. Listen between the lines.
7. Judge ideas, not appearances.
8. Avoid interrupting.
9. Take selective notes to ensure retention.
10. Provide feedback and confirmation.

4. What differences between High context cultures and Low context cultures?
From the slides

Low-context cultures High-context cultures

 Tend to be logical, linear, and action oriented
 Favor explicit messages that they consider to be
objective, professional, and efficient
 Tend to be relational, collectivist, intuitive, and
contemplative
 Leave much unsaid and transmit communication
cues by posture, voice inflection, gestures, and
facial expression

Individualism and Collectivism

 Tend to prefer initiative, self-assertion, and  Tend to prefer group values, duties, and
personal achievement decisions
 Believe in individual action and personal  Emphasize membership in organizations, groups,
responsibility and teams
 Desire a large degree of freedom in their  Encourage acceptance of group values, duties,
personal lives and decisions
Communication Style
 Emphasize words, directness, and openness  Rely on nonverbal cues and the total picture to
 Tend to be informal, impatient, and literal communicate
 Meanings are embedded at many sociocultural
levels
 CHAPTER 2: Planning Business Messages

1. Explain clearly The Communication Process with specific examples.

Sender (the party that sends a message) need Message (the information to be conveyed) 
Encode (transforming her thoughts of the information to be conveyed into a form that can be
sent such as words)  Message (Once the encoding is finished, the sender gets the message
that he intends to convey. The message can be written, oral, symbolic or non-verbal such as
body gestures, silence, sights, sounds, etc. or any other signal that triggers the response of a
receiver.)  Channel of communication will collect it (the manner in which the message is sent
(include writing, video, audio, electronic transmission – email…)  Receiver (The receiver is
the person for whom the message is intended or targeted.)  Decode (the receiver interprets
the sender’s message and tries to understand it in the best possible manner.)  Feedback
(The Feedback is the final step of the process that ensures the receiver has received the
message and interpreted it correctly as it was intended by the sender. The response of the
receiver can be verbal or non-verbal.)

2. What is 3x3 Writing Process? What can you have when mastering the 3x3 writing process?

This is a simple process that encompasses three steps to guarantee your success.
Prewriting: Form the purpose, profile your audience and determine the correct tone and method.
Writing: Research, organize and comprise the message.
Revising: Proofread, revise and determine if the message will appeal to the audience
Mastering the 3×3 writing process will help you:
 Business writing differs from academic writing in that it strives to solve business problems, it
is economical, and it is reader-oriented
 Drill down on the purpose of your blog post.
 Determine your ideal reader/audience profile.
 Organize your thoughts and research.
 Write a final blog post draft that your readers will enjoy.

3. How many steps are there and analyze each step with examples?

From the slides

Regardless of what you are writing, the process will be easier if you follow a systematic plan. The 3-
x-3 writing process breaks the entire task into three phases:
Prewriting:
 Analyze audience & purpose.
 Anticipate audience and its reaction to message.
 Adapt message to audience.
Drafting:
 Research background, collect info.
 Organize info.
  Draft first version.
Revising:
 Edit for clarity.
 Proofread.
 Evaluate whether the message will accomplish goals.
Thiếu example nhé !

4. What are Primary audience and Secondary audience? Why do we need to profile these 2
types of audiences in which steps of 3x3 writing process?

Primary audiences are those who receive the communication directly and are also known as the
target audience. The person is also usually the decision maker. Secondary audiences are those
readers who are not the primary addressee, but are still included as viewer.
Profiling your audience is a pivotal step in the writing process. A crucial part of achieving a purpose
when writing technical documents is to consider the needs and level of knowledge or expertise of
your audience. Inaccurately making assumptions regarding audience creates failure in Technical
Writing, not only in design, but for ethically and culturally aware content. Moreover, for 3x3 writing
process , taking the time to analyze the needs and knowledge base of your audience will increase
the likelihood of a successful transmission.

5. List some Expert writing techniques with specific examples? (different from the slide, in
your own words)

From the slides

Spotlight audience benefits

NOT : Our data access service is valid only when we receive your registration message.
BUT: You will own data access service as soon as you send us registered message.
Develop the “you” view.
NOT: We require all employees to wear face mask in the workplace during the SAR Cov 2 epidemic.
BUT: For the safety of all employees during the SAR cov 2 epidemic , please wear face mask in the workplace.
Be conversational but professional.
NOT: Look, the finacial statement is not correct. The figures seem to have been miscalculated. Go back and
do it again carefully. Give it back to me tomorrow.
BUT: Because the figures in this finacial statement seem inaccurate, please return the correct finacial report
tomorrow.
Exercises:

a. To help us process your order with our new database software, we need you to go to our
website and fill out the customer information required. (=> the YOU view)

To have your orders processed more quickly and efficiently, please fill out your customer information on
our website.

b. As part of our company effort to be friendly to the environment, we are asking all employees
to reduce paper consumption by communicating by email and avoiding printing. (=> the YOU
view)

You can be friendly to the environment by communicating by e-mail and avoiding printing.

c. Pursuant to your message of the 15th, please be advised that your shipment was sent August
14. (Conversational but Professional)

Your shipment was sent August 14.

d. The undersigned respectfully reminds affected individuals that employees desirous of

changing their health plans must do so before November 1.

Employees changing their health plans must do so before November

e. Every employee must wear his photo identification on the job.

All employees must wear their photo identifications on the job.

OR: Every employee must wear photo identification on the job.

f. A little old lady returned this item.

A woman returned this item.

CHAPTER 3: Organizing and Drafting Business Messages

How many types of research methods? Examples?

From the slides

2 types:
Informal Research Methods
• Search company’s digital or other files.
• Talk with the boss.
• Interview the target audience.
• Conduct an informal survey.
• Brainstorm for ideas.
Formal Research Methods
• Access electronically.
• Search manually.
• Investigate primary sources.
• Conduct scientific experiments.

CHAPTER 4: Revising Business Messages

Exercises: Rewrite these sentences into Business Messages

a. We are sending a revised proposal at this point in time due to the fact that building costs
have jumped at a considerate rate.

We are sending a revised proposal now because building costs have jumped considerably.

b. Despite the fact that we have had no response to our bid, we are still available in the event
that you wish to proceed with your building project.

Although we have had no response to our bid, we are still available if you wish to proceed with your
building project.

c. This message is to let you know that social media services can position your company at the
forefront of online marketing opportunities.

Social media services can position your company at the forefront of online marketing opportunities.

d. This is an announcement to tell you that all computer passwords must be changed every six
months for security purposes.

All computer passwords must be changed every six months for security purposes.
e. It is careless or uninformed individuals who are the most vulnerable to computer hackers.

Careless or uninformed individuals are the most vulnerable to computer hackers.

f. A computer specialist told us that there are keystroke-logging devices that gather information
typed on a computer, including passwords.

A computer specialist told us that keystroke-logging devices gather information typed on a computer,
including passwords.

g. The manager repeated again his warning that we must use strong passwords.

The manager repeated his warning that we must use strong passwords.

h. A basic fundamental of computer safety is to avoid storing your password on a file in your
computer because criminals will look there first.

A fundamental of computer safety is to avoid storing your password in a file on your computer because
criminals will look there first. OR: Don’t store your password on your computer because criminals
look there first.

i. If you seek to build an online community that will support your customers, social media
services can help.

If you seek to build an online customer support community, social media services can help.

j. We plan to schedule online meetings on a monthly basic.

We plan to schedule monthly online meetings.

k. Enclosed please find the list of customers to be used in our promotion.

Enclosed is the list of customers to be used in our promotion.

l. Every effort will be made to proceed in accordance with your wishes.

We will try to proceed as you wish.

 CHAPTER 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork and Meetings

1. What is Professionalism? Why do we need it at work? Give specific examples to prove your
answers. (From the slides)
What is professionalism?
• Civility
• Business and dining etiquette
• Polish
• Social intelligence
• Soft skills
Thiếu why example nha!

2. How many Dimensions of Professional Behavior? (From the slides)

6 Dimensions of Professional Behaviors

1. Appearance, Appeal

2. Tolerance, Tact

3. Honesty, Ethics

4. Reliability, Diligence

5. Collegiality, Sharing

6. Courtesy, Respect

3. How to receive and provide criticism? Examples? (From the slides)

Receiving Workplace Criticism Gracefully:
• Listen without interrupting.
• Determine the speaker’s intent.
• Acknowledge what you are hearing. “I understand you have a concern.”
• Paraphrase what was said.
Providing Constructive Criticism on the Job
• Mentally outline your conversation.
• When possible, communicate face-to-face.
• Focus on improvement.
• Offer to help.
• Be specific.
• Avoid broad generalizations.
Hình như thiếu example!!!!

4. How to make and receive phone calls professionally? Examples? (From the slides)
Making Telephone Calls Professionally
• Plan a mini-agenda.
• Use a three-point introduction (name the person you are calling, identify yourself, give brief
reason for calling).
• Be brisk if you are rushed.
• Be cheerful and accurate.
• Be professional and courteous.
• Bring it to a close.
• Avoid telephone tag.
• Leave complete voice mail messages.
Receiving Telephone Calls Professionally
• Identify yourself immediately.
• Be responsive and helpful.
• Practice telephone confidentiality.
• Take messages carefully.
• Leave the line respectfully.

5. Have you ever worked as a team? Explain why we need form team? What are advantages
and disadvantages when working as a team?
YES, I HAVE.
WHY?
 Better decisions
 Faster response
 Increased productivity
 Greater buy-in
 Less resistance to change
 Improved employee morale
 Reduced risks
ADVANTAGES:
Improves Productivity, Creativity
Distribution of Work load
Shared responsibility when things go wrong
Better and Effective Decision
Gaining a new perspective
Improves communication skills
Development of leadership qualities
DISADVANTAGES:
Lack of competence
Difference in opinions, work styles
Unequal involvement and participation of different members
Poor readiness to work : Sometimes a team may take longer time to produce desired results.
You might have to deal with an overbearing team leader

6. How can you deal with conflict in a team? How many steps? Examples? (From the slides)
Six Steps for Dealing With Conflict:

1. Listen.

2. Understand other points of view.

3. Show you care about the relationship.

4. Look for common ground.

5. Invent new problem-solving options.

6. Reach an agreement based on what is fair.

Thiếu example nha!!!!!!!!!!!!!

7. How do you plan, run, and end a productive meeting? Examples? (From the slides)
Planning a Productive Meeting
Meet only when the topic demands a rich medium, is important, and requires an exchange of ideas.
• Invite the right people.
• Distribute an agenda.
• Use a digital calendar for scheduling.
• Train participants on technology.
Running the Meeting
• Start on time, review agenda and ground rules.
• Appoint a secretary and a recorder.
• Encourage participation.
• Confront conflict frankly.
• Summarize along the way
Ending the Meeting and Following Up
• Review meeting decisions.
• Distribute minutes of meeting.
• Remind people of action items.
Hình như thiếu example!!!!!!!!

CHAPTER 6: Positive Messages

1. When do we need to use Email, Instant messaging, Text messaging, Letter, and Memo?

Media When to use

type
Email For routine communication 24/7 that may not require immediate attention; used
between coworkers in an organization and to outside stakeholders
Instant To receive immediate feedback from a coworker who is also online; also used in
messaging customer and vendor chats
Text To leave short messages that may or may not be seen immediately by coworkers;
messaging also for some marketing messages to customers
Letter For formal written documentation, especially with individuals outside of the
organization
Memo To present information, policies, procedures within an organization; to present
short reports to external organizations

2. Writing plan for Direct Requests?

You’d like to learn more about the hiring process for a digital marketing expert and the kinds of
benefits that individual could bring to your organization. You wonder where that individual
might fit into the corporate structure—would the position operate out of corporate
communications, marketing, customer service, or elsewhere? You also are unclear about
qualifications for candidates, salary, and how a social media expert’s success would be
evaluated.

Compose an e-mail inquiry to <ndylinh@hcmiu.edu.vn>. Explain your situation and list specific
questions for her to answer. Although she is likely to want to talk on the phone, make it clear
you want your answers in writing so you can have a record of her advice to share when you
report back to your CEO.

3. How to handle the situation when you have received customers online’ feedback/
complaints? (From the slides)

Responding to Customers Online

• Vocal individuals can start a firestorm of criticism or become powerful brand ambassadors
championing certain

products they love.

• Companies must adopt strategies that help them decide when and in what ways to respond.

• Decision trees and diagrams guide employees in responding to online posts.

• Be positive.

• Be transparent.

• Be honest.

• Be timely.

• Be helpful.

4. Study the following paragraphs. Then write an appropriate subject line and opening
sentence for each one.

a. My name is Rachel Rivera, and I am looking for a new computing device, and frankly I
don’t know what is right for me or my small business. I am highly mobile and work from many
places. You were recommended as a computing guru who gives great advice. I need a portable
yet secure device. I like a big screen and the ability to connect to many peripherals at once. I
guess what I am saying is that I need your advice on what computer is right for me—a tablet,
notebook, laptop, or desktop PC. What do you think?

Subject Line: The best suitable device for my requirement.

Opening Sentence: My name is Rachel and I am an entrepreneur looking for a suitable secured device
which helps in my business activities.
b. Your letter of November 2 has been referred to my desk. Pursuant to your inquiry, I have
researched your question in regard to the colors of our European-style patio umbrella. This
unique umbrella is one of our most popular items. Its 10-foot canopy protects you when the
sun is directly overhead, but it also swivels and tilts to virtually any angle for continuous sun
protection all day long. It comes in two colors: cream and forest green.

Subject Line: Inquiry on European-style patio umbrella

Opening Sentence: With reference to your requirement of European –style Patio umbrella, I would like
to inform you that it’s one of our most popular items.
 c. I am pleased to receive your inquiry of March 2 regarding the possibility of my acting as a
speaker at the final semester meeting of your business management club on une . he
topic of networking and r sum s in the digital age interests me and is one on which I
think I could impart helpful information to your members. Therefore, I am responding in the
affirmative to your kind invitation.

Subject Line: Acceptance as speaker for Business Management club event of June 1.

Opening sentence: With reference to your letter on March 1, regarding the possibility of my acting as a
speaker for Business management club on June 1, I would like to accept the same.

d. Your complaint message about our XR-310 Amplifier Tubes that were broken in transit to you
has been directed to me for response. Thank you for telling us immediately about this mishap
with your Order No. 2190. We also thank you for your thoughtfulness in noting the damage
carefully on the express receipt. That information is very helpful. We are sending a replacement
shipment of your entire order of XR-310 Amplifier Tubes by prepaid express and expect that it
will arrive by February 20 to replace your stock.

Subject Line: Resolution to compliant on Order No:2190

Opening Sentence: I apologize for the mishap on our XR-310 Amplifier Tubes on your order no. 2190 to
replace your stock.

5. Direct Request: Planning a Plush Winter Retreat

Reaves Media Group of Dallas, Texas, has had an excellent year, and the CEO, Henry Reaves,
would like to reward “the troops” for their hard work with a rustic yet plush winter retreat.
The CEO wants to host a four-day conference/retreat/vacation for his 55 marketing and media
professionals with their spouses or significant others at some spectacular winter resort. Ideally,
the location would delight any taste, with activities ranging from dining and relaxing in style to
downhill and cross-country skiing, snowboarding, snowmobile tours, and other winter sports.

One of the choices is Jackson Hole, Wyoming, a famous ski resort town with steep slopes and
dramatic mountain views. As you investigate the options in Jackson Hole, you are captivated by
the Four Seasons Resort, a five-star facility with an outdoor pool, a spa tub, ski in/ski out access,
and an amply equipped gym and fitness room. Other amenities include an on-site spa with
massage and treatment rooms, a sauna, and facial and body treatments. Bathrooms feature
separate bathtubs and showers, double sinks, and bathrobes. For business travelers, the hotel
 offers complimentary wired high-speed Internet access, complimentary wireless Internet
access, and multiline phones as well as the use of two desktop computers.

The website of the Four Seasons Jackson Hole is not very explicit on the subject of business and
event facilities, so you decide to jot down a few key questions. You estimate that your company
will require about 50 rooms. You will also need two conference rooms (to accommodate 25
participants or more) for one and a half days. You want to know about room rates, conference
facilities, A/V equipment in the conference rooms, Internet access, and entertainment options
for families. You have two periods that would be possible: December 15–19 or January 12–16.
You realize that both are peak times, but you wonder whether you can get a discounted group
rate. You are interested in entertainment in Jackson Hole, and in tours to the nearby national
parks. Jackson Hole airport is 4.5 miles away, and you would like to know whether the hotel
operates a shuttle. Also, one evening the CEO will want to host a banquet for about 85 people.
Mr. Reaves wants a report from you by September 15.

Your Task. Write a well-organized direct request letter or e-mail to Laura O’Malley, Sales
Manager, Four Seasons Resort, 7680 Granite Loop Road, Teton Village, WY 83025.

Subject Line
State the Request
Support the Request
Close the Message

Follow the writing plan in Chapter 6 called "Writing Plan for a Direct Requests and Response Messages".
Opening: Ask the most important question first or express a polite command.
Body: Explain the request logically and courteously. Ask other questions if necessary.
Closing: Request a specific action with an end date, if appropriate, and express appreciation.
November 28, 2016

Ms. Laura O’Malley, Sales Manager

Four Seasons Resort

7680 Granite Loop Road

Teton Village, WY 83025

Dear Ms. O’Malley,

Subject: Reaves Media Group Coming to Wyoming

The CEO of our company, Reaves Media Group, would like to host a four-day company retreat for
approximately 85 people. Our company is looking for 50 rooms on December 15-19, 2015, or
January 12-16, 2016. We are interested in the Four Seasons due to its many amenities and five-star
status. However, Reaves Media would require certain conditions in order to accommodate our
 conference/vacation, and it would not be fair to your hotel if we showed up and were dissatisfied
due to a lack of knowledge about the hotel. What we would need can be summarized in a short list:

 We will need two conference rooms that are able to house 25 participants or more, and we
will need to reserve these for a day and a half.
 We will need a banquet hall to fit approximately 85 people, reserved for one evening.
 Our employees and their families will need multiple entertainment options.
If those requests are feasible, we would be more than happy to start planning this retreat with your
company. I do have a few additional questions supposing we are welcome at the Four Seasons
Jackson Hole.

1. Is there A/V equipment in the conference rooms? If not, would we be able to use our own?
2. What is the hotel policy for wireless high-speed internet access? Does that cost extra?
3. Could we receive a discounted group rate?
4. Can we schedule tours of the nearby national parks through an employee of your hotel?
5. Does the hotel operate a shuttle between the hotel and the Jackson Hole airport?
Please respond via email by September 13 so we have enough time to plan the event. You can
contact me at slaib@lonestartech.com. (THIS IS A FAKE EMAIL, DO NOT ATTEMPT TO EMAIL IT)
Thank you very much for your time; Reaves Media looks forward to hearing back from the Four
Seasons.
Sincerely,

Sara M. Laibstain

6. Instruction Message: Emergency Procedures Urgently Needed

In talking with your boss, Patricia Carter, one day, you learned that she was concerned about
fires in and safe evacuation from your office building. She thinks that the two of you can
prepare a set of procedures in a conversation, and she begins talking with you.

She notes that if an employee sees a fire, that person should pull the alarm and call the fire
department. The number of that department is 9-911. If the fire is small, the employee can
attempt to extinguish it with a fire extinguisher. At this point, you ask your boss if the person
who discovered the fire should also notify a supervisor, and your boss agrees. The supervisor is
probably the one who should size up the situation and decide whether the building should be
evacuated. You then begin to think about the evacuation process. What to do? Ms. Carter says
that all doors should be closed and employees should secure their workstations. You ask what
exactly that means, and she says employees should turn off their computers and put away
important documents, but perhaps that information is unnecessary. Just stick to the main
points, she says.
 If employees are evacuating, they should go to the nearest exit in an orderly manner. In
addition, it’s very important that everyone remain calm. You ask about people with
disabilities. “Sure,” she says, “we should assist all visitors and persons with disabilities.”
hen Ms. Carter remembers that employees have been told about predetermined gathering
places, and says that they should go there and wait for more instructions from floor
monitors. It’s also important that employees not reenter the building until given the all-clear.
When they are outside, they should stay out of the way of fire department personnel and
equipment.

Your Task. Draft an e-mail or memo to employees from Patricia Carter, CEO. Provide brief
background data and explain the main idea. List clear fire instructions. Provide your name
and office phone number if receivers want more information.

Subject Line
State the Main Idea
Present the Instructions
Summary, Request,
Deadline
TO: All Employees
FROM: Ms. Patricia Carter, CEO
DATE: 14/4/2020
SUBJECT: Guidelines of Fires and Evacuation
A fire is an unforeseen accident and can happen at any time without our prediction. It has serious
consequences such as damage victim’s property and morale. That is why I have equipped fire extinguishing
equipment in all facilities to be able to extinguish the fire as soon as the fire started. It is the responsibility of
each employee to ensure the safety of yourself and own workplace. The following are specific instructions to
help you handle fires in your workplace:
1. When you detect fire, pull the alarm and call the fire station on this number 9-911 for them to handle
within the shortest time possible
2. If the fire is small use the fire extinguisher to put down the fire and then, notify your supervisors for
further guidance.
3. Employees immediately close all computers and their important documents as are closed all door as
they close the door and vacate the premises
4. Evacuation should be conducted orderly by using the nearest exit. Try to help visitors and disabled to
vacate the buildings
5. Gather within the predetermined places and do not go back for belongings until the fire has been put
out.

For further information, please contact me on office number. Let stay safe by following the above
instructions.

7. Direct Claim: New Iron Gate Needs Work

You work for JPM, Johnson Property Management, in Portland, Oregon. Your employer
specializes in commercial real estate. Yesterday one of your business tenants in the trendy NW
23rd neighborhood complained about problems with an iron gate you had installed by Chung
Iron Works just six months earlier, on August 20. Apparently, the two doors of the gate have
 settled and don’t match in height. The gate gets stuck. It takes much force to open, close, and
lock the gate. The iron gate was painted, and in some spots rust is bleeding onto the previously
pristine white paint. The tenant at 921 NW 23rd Ave., Portland, OR 97210 is a petite shop
owner, who complained to you about struggling with the gate at least twice a day when
opening and closing her store.

You realize that you will have to contact the installer, Chung Iron Works, and request that the
company inspect the gate and remedy the problem. Only six months have passed, and you
recall that the warranty for the gate was for one year. To have a formal record of the claim, and
because Chung Iron Works does not use e-mail, you decide to write a claim letter.

Your Task. Address your letter to Jin Ree at Chung Iron Works, 2255 NW Yeon Avenue in
Portland, OR 97210. To jog his memory, you will enclose a copy of the company’s
proposal/invoice. Your business address is 1960 NE Irving Street, Portland, OR | 97209, phone
(503) 335-5443 | and fax (503) 335-5001.

Có trên cource hero ( Bản xem trước)

January 20, 2013

Mr. Jin Ree

Chung Iron Works2255

NW Yeon AvenuePortland, OR 97210

Dear Mr. Ree:

Subject: The condition of the recently installed iron gate.

It has come to my attention that there have been a few issues regarding the iron gate that your
company Chung Iron Works recently installed at one of our properties: 922 NW Avenue,
Portland, OR 97210.

The gate was installed on August 20thand as it is still well within the 1 year warranty period I
would appreciate your help in remedying this problem. The complaints against the gate so far
have been: ( còn tiếp)

OR

Dear Jin Ree

Subject: The condition of the recently installed iron gate.

I have been a loyal customer of Chung Iron Works for several years and have always appreciated
your excellent service. I need your help in resolving a problem and hope you will support my
efforts.
We have received numerous complaints in regards to an iron gate that was installed by your
company on August 20located at 921 NW 23rdAve., Portland, OR 97210. The tenant is a petite
shop owner, who complained to us about struggling with the gate at least
8. Adjustment: Shipping Art Can Be a Stretch

Your company, For Art’s Sake, sells paintings online. It specializes in workplace art for
offices, executive suites, conference rooms, and common areas. Your art consultants preselect
paintings, making sure that the finished product is framed and delivered in perfect shape. You
are proud that For Art’s Sake can offer fine works of original art at affordable prices.

Recently, you received an e-mail from Southeast Equity Bank claiming that a large oil painting
that your company sent had arrived in damaged condition. The e-mail said, “ his painting
sags, and we can’t possibly hang it in our executive offices.” You were surprised
because the customer had signed for delivery and not mentioned any damage. The e-mail
demands a replacement. You find it difficult to believe that the painting is damaged because
you are so careful about shipping. You give explicit instructions to shippers that large paintings
must be shipped standing up, not lying down. You also make sure that every painting is
wrapped in two layers of convoluted foam and one layer of Perf-Pack foam, which should be
sufficient to withstand any bumps and scrapes that negligent handlers may cause. Nevertheless,
you decide to review your packing requirements with your shippers.

It’s against your company policy to give refunds or replace paintings that the receiver
found acceptable when delivered. However, you could offer Southeast Equity Bank the
opportunity to take the painting to a local framing shop for restretching at your expense. The
company could send the restretching bill to For Art’s Sake at 8 East 79th Stret, New
York, NY 0075.

Your Task. Compose an e-mail adjustment message that regains the customer’s confidence.
Send it to Gregory Karipidis at gkaripidis@southeastequitybank.com.

Describe the
Desired Action
Explain the Claim,
Provide Details
Close the Message with a
Goodwill Statement
CÓ TRÊN COURCE HERO PHẢI COPY MẤY CÂU MỞ ĐẦU CHỨ ĐỪNG COPY CÁI TASK
https://www.coursehero.com/tutors-problems/Business/8855176-Compose-and-e-mail-
adjustment-message-that-regains-the-customers-conf/
https://www.coursehero.com/tutors-problems/Business/9906397-Your-company-ArtWorkOnline-
sells-paintings-through-its-website-and-c/

CHAPTER 7: Negative Messages

INDIRECT STRATEGIES

Bad
 Organizational plans for business writing

DIRECT STRATEGY INDIRECT STRATEGY

Used for Direct requests Bad news messages
Good news messages
Instructions
Situations Complaints and claims, requests for Refuse claims, refuse credit, decline
action, inquiries, good news services, negative news
Start with Main Idea: Buffer:
request: Please send me your latest appreciation: Thank you for your letter.
catalog. other positive opening: You are right o
good news: Good news! your loan is expect good service.
approved.
Then Explanation: Explanation and Alternatives:
Details to help the reader respond Needed details, answers to questions,
correctly, bulleted-lists and numbered tactful imbedded bad news,
questions, positive emphasis and reader counterproposal, sales promotion
benefit
End with Motivation and Polite Closure Positive, Friendly Closure
Clear and easy action, appreciation, Appreciation, Invitation to future action,
polite closure to build goodwill good wishes, forward look

1. Request Refusal: Advocating for Abused Children

As a vice president of a financial services company, you serve many clients and they sometimes
ask your company to contribute to their favorite charities. You recently received a letter from
Paulina Ramirez asking for a substantial contribution to the National Court Appointed Special
Advocates (CASA) Association. On visits to your office, she has told you about its programs to
recruit, train, and support volunteers in their work with abused children. She herself is active in
your town as a CASA volunteer, helping neglected children find safe, permanent homes. She
told you that children with CASA volunteers are more likely to be adopted and are less likely to
reenter the child welfare system.

You have a soft spot in your heart for children and especially for those who are mistreated. You
sincerely want to support CASA and its good work. However, times are tough, and you can’t
be as generous as you have been in the past. Ms. Ramirez wrote a special letter to you asking
you to become a Key contributor, with a pledge of $1,000.

Your Task. Write a refusal letter that maintains good relations with your client. Address it to
Ms. Paulina Ramirez, 4382 Congress Avenue, Austin, TX 78701.

April 14, 2020

Ms. Paulina Ramirez,
4382 Congress Avenue,
Austin, TX 78701.
Dear Ms. Ramirez,
The National Court Appointed Special Advocate (CASA) Association is an admirable association within
programs to recruit, train, and support volunteers in their work with abused children. Our company is
honored to have your trust in becoming one of the sponsors of this charity program.
We are very committed to sponsoring these charitable works and we value your activities very worthwhile.
However, due to budget issues related to sponsorship of charitable programs, we were forced to look closer.
We are very sorry that we cannot follow this project because this year's budget is limited.
If you will contact us before the end of January of next year, we will be in a better position to consider your
request and can include CASA in our budget next year. We wish you great success with program.

Sincerely,

Yen Thu

Yen Thu

Vice President

CÁI NÀY CÒN CHƯA ĐƯỢC CHỈNH SỬA RÕ RÀNG GRAMMAR VÀ NGHĨA CỦA CÂU, SỮA LẠI TỪ KHÚC “
HOWEVER”
 2. Claim Denial: Going Ape After Botched Gorilla Party

BuyCostumes, the world’s largest online costume and accessories retailer, is proud of
its extensive stock of costumes, its liberal return policy, and its many satisfied customers.
However, one day an e-mail arrived with a request that went beyond the company’s ability to
deliver. The customer said that he had ordered the Gorilla Blinky Eye With Chest costume. This
popular gorilla costume comes with a unique gorilla mask, attractive suit with rubber chest, foot
covers, and hands. The customer complained that the gorilla costume did not arrive until two
days after his Halloween party. He planned an elaborate party with a gorilla theme, and he was
extremely unhappy that he did not have his costume. He asks BuyCostumes to reimburse
$300 that he spent on theme-related decorations, which he says were useless when he failed to
receive his costume.

As a customer service representative, you checked his order and found that it was not received
until five days before Halloween, the busiest time of the year for your company. It’s so
busy that your staff grows from 60 core employees to over 300 during this season. His order
was filled the next day, but standard shipping requires three to six business days for delivery.
The customer did not order express or premium delivery; his shipping option was marked
“Standard.”

You showed the e-mail to the owner, Mr. Schwartz, who said that this request was ludicrous.
However, he wanted to retain the customer’s goodwill. Obviously, BuyCostumes was not
going to shell out $300 for late delivery of a costume. Mr. Schwartz suggested that the
company would allow the customer to return the costume (in its original packaging). In
addition, BuyCostumes would send a digital coupon for $20 off the next costume purchase. You
can check its return policy at buycostumes.com.

Your Task. Mr. Schwartz asks you to write an e-mail that retains the goodwill of this
customer. Address your e-mail to Paul Littleton <plittleton@outlook.com>.
https://www.coursehero.com/file/13000331/Bad-News-Message/

3. Employee Bad News: Nixing Facebook at Work

Your boss at MarketingMatters, a hip midsized public relations agency, is concerned that the
youngest employee generation may be oversharing on Facebook. Two supervisors have
complained that they spotted inappropriate photos on Facebook posted by a small group of
millennials on the company payroll. This group of twentysomethings is close-knit. Its members
maintain friendships outside the office and in cyberspace. They are smart and plugged in, but
they seem to have trouble recognizing boundaries of age and authority. They party every
weekend, which is code for a lot of drinking, marijuana use, and even salacious escapades—all
of which the young workers generously document with smartphone cameras on the spot and
occasionally in real time. Sometimes they share snarky comments about their workplace, such
as “Rough day at work” or “ alked to the most idiotic client ever!” On top of that, the
young people think nothing of friending their colleagues and supervisors. heir “friends”
rank in the hundreds; some in the group have exceeded 1,000 friends on Facebook.

MarketingMatters has embraced cutting-edge technology because the management believes

that information sharing and collaboration tools can lead to networking opportunities and, if
used correctly, to increased productivity. The company maintains a permissive stance toward
Internet use, but concern is growing that the young people are headed for trouble. The abuses
continue despite the company’s comprehensive Internet and social media use policy, which
was widely disseminated. Probably the biggest risk MarketingMatters fears is the leaking of
confidential information on social networking sites. The managers also complain that the
millennials spend too much time on Facebook during office hours. Your boss is becoming
impatient. After several meetings, the management decides to disallow Facebook use during
work hours and to caution all employees against dangerous breaches of company policy and
social media netiquette.

Your Task. Draft an e-mail for the signature of your boss, Darcy M. Diamond, Director, Human
Resources. Your message should remind all employees about the existing social networking
policy and tactfully yet clearly announce the end of Facebook use at the office. The
prohibition is effective immediately. Your message should also warn about the pitfalls of
oversharing online.

https://www.coursehero.com/tutors-problems/Business/10999571-Your-boss-at-Contact-PR-
a-hip-midsized-public-relations-agency-is-con/