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2013, April Guffey Newsletter Bonus Case Study Persuasive Message: Miserable Meetings The following e-mail message suffers from many writing faults, including poor tone and poor persuasive strategy. It originated with a manager and is addressed to his boss. Your Task. […]

Chapter 1 Lecture Notes and Teaching Suggestions Chapter 1 LECTURE NOTES Business Communication in the Digital Age CHAPTER SYNOPSIS In today’s digital, fast-paced workplace, excellent communication skills matter more than ever. As electronic and digital channels of communication continue to […]

Chapter 1 Lecture Notes and Teaching Suggestions Answers to Chapter Review Questions 1. Explain why writing has been called a “career sifter,” a “threshold skill,” or “the price of admission.” (Obj. 1) 2. What does the expression communication skills include? […]

Chapter 1 Solutions to Activities 1.1 Social Media Inventory (Objs. 1–4) The generalization that young people today are “digital natives” and as such must all be extremely tech savvy may not necessarily apply equally to all students, not even the […]

10.1 Document for Analysis: Poor Action Request Going to Texas 7-Eleven Owners To: 7-Eleven Franchise Owners Association of Texas From: Terry Navarro <terrynavarro@yahoo.com> Subject: Finding a Better Way to Sell Fresh Bananas Cc: Bcc: Fresh Del Monte has suggested that […]

10.2 Document for Analysis: Weak Action Request Inviting Small Planet Speaker Current date Ms. Anna Lappe 418 North Jay Street Brooklyn, NY 11212 Dear Ms. Lappe: You have written that this country’s food sector is both a central culprit in […]

10.3 Document for Analysis: Poor Claim Letter From Unhappy Copier Owner Current date Mr. Trenton Khalifa VIP Copier Specialists 1532 Nashville Pike Gallatin, TN 37012 Dear Mr. Khalifa: The four BizStar C500 photocopiers that we purchased three months ago are […]

10.4 Document for Analysis: Poor Persuasive Memo Flowing Upward– Miserable Meetings To: Charlotte Cohen <ccohen@mitenterprise> From: Clint Johnson <cjohnson@mitenterprise> Subject: Improving Productivity and Morale With Better Meetings Cc: Attached: Good morning, Ms. Cohen, This past week I attended five in-house […]

Chapter 10 LECTURE NOTES Persuasive and Sales Messages CHAPTER SYNOPSIS The ability to use argument or discussion to influence an individual’s beliefs or actions is called persuasion. The art of persuading someone to take a specific action or change an […]

Answers to Chapter Review Questions 1. What is persuasion as defined by communication scholar Richard M. Perloff? (Obj. 1) Persuasion is a symbolic process in which communicators try to convince other people to 2. List and explain the five components […]

Chapter 10 Solutions to Activities Zooming In: Applying Your Skills at Natural Capitalism Solutions Current date Dear Business Owner: Your attendance at this workshop shows that you have already taken the first step to increasing Research has shown repeatedly that […]

10.11 Persuasive Request: Junk Food Props Up School Budget (Obj. 3) Current date Board of Directors Gresham-Barlow School District P.O. Box 310 Gresham, OR 97033 Dear Directors: Recent surveys show that approximately one third of U.S. children aged 6 to […]

10.19 Persuasive Organizational Message Flowing Upward: How to Work From Home (Obj. 4) To: Chris Crittenden <chris.crittenden@beta.com> From: [Your Name <your e-mail>] Subject: Improving Training for Telecommuters and Their Managers Cc: Bcc: An increasing number of our employees are becoming […]

Answers to Chapter Review Questions 1. In terms of analysis, what are the two broad report functions or types? (Obj. 1) Informational reports present data without analysis or recommendations. Writers collect and organize data, but they do not analyze the […]

Chapter 12 LECTURE NOTES Informal Business Reports CHAPTER SYNOPSIS Even a business executive as averse to marketing surveys as Starbucks CEO Howard Schultz has come to acknowledge the advantages of gauging customers’ and employees’ perceptions and preferences. Surveys are an […]

Answers to Chapter Review Questions 1. What are the advantages of tables? (Obj. 1) Tables usually help researchers summarize and simplify data. Using columns and rows, 2. Calculate the mean, median, and mode for these figures: 4, 12, 12, 12, […]

Chapter 12 Solutions to Activities 12.1 Making Sense of the Three Ms (Obj. 1) Arrange the homes by ascending price as follows: $260,000; $260,000; $260,000; $260,000; $280,000; $280,000; $320,000; $360,000; $420,000 MEAN = (260,000 + 260,000 + 260,000 + 260,000 […]

12.26 Justification/Recommendation Report: Drunk-Driver Service for Hockey Players (Obj. 5) This self-contained problem provides all the data necessary to complete the report without further research. Here are possible conclusions and recommendations that may result from the data: CONCLUSIONS The analysis […]

Answers to Chapter Review Questions 1. Why are formal and informal proposals written? (Objs. 1, 2) 2. Why do government agencies make requests for proposals (RFPs)? (Objs. 1, 2) Government agencies and many other firms use requests for proposals (RFPs) […]

Chapter 13 Solutions to Activities 13.1 Proposal: Businesses Built on Social Media (Obj. 1) Students will find innumerable articles devoted to small businesses that use tweeting, liking, and sharing to boost their bottom lines. In an e-mail or memo to […]

Chapter 14 LECTURE NOTES Business Presentations CHAPTER SYNOPSIS According to an AT&T and Stanford University study, the No. 1 predictor of success and upward mobility is how much you enjoy public speaking and how effective you are at it. Because […]

Answers to Chapter Review Questions 1. How do speaking skills affect promotions and career success? (Obj. 1) Excellent communication skills are key to a successful career. The No. 1 predictor of success and upward mobility, according to an AT&T and […]

Chapter 14 Solutions to Activities 14.1 Evaluating a Speech (Objs. 1–3) If your students are giving oral reports for your class, this would be an effective activity for them, 14.2 Analyzing the Needs of an Audience (Objs. 1, 2) Be […]

15.1 Document for Analysis: RÉSUMÉ Isabella R. Jimenez 1340 East Phillips Avenue, Apartment D Littleton, CO 80126 Phone: (303) 455-5182 E-mail: IJimenez@gmail.com OBJECTIVE Position with an accounting firm where my accounting education and financial consulting experience can help the firm […]

Chapter 15 LECTURE NOTES The Job Search and Résumés in the Digital Age CHAPTER SYNOPSIS Finding a job in today’s job market is increasingly complex. To successfully compete with other job candidates and land a fulfilling position, your students need […]

Answers to Chapter Review Questions 1. In this digital age, what is the primary route to finding a job? (Obj. 1) Although digital tools are increasingly significant, person-to-person networking and referrals 2. When preparing to search for a job, what […]

Chapter 15 Solutions to Activities 15.1 Document for Analysis: Poorly Written Résumé (Obj. 4) Documents for Analysis are available at the student premium website (www.cengagebrain.com). Weaknesses a. Fails to present the name so that it can be easily read by […]

16.1 Document for Analysis: Tracy’s Poor Interview Follow-Up Letter Current date Mr. Michael Searle Vice President Mariposa Agency 3021 East Van Buren Street Phoenix, AZ 85022 Dear Mr. Searle: Thanks for speaking with me on Tuesday, June 2, about the […]

Answers to Chapter Review Questions 1. During a job interview, do the interviewer and the interviewee want the same thing? How do their purposes differ? (Obj. 1) Although both the interviewer and the interviewee want a mutually beneficial outcome, their […]

Chapter 16 Solutions to Activities 16.1 Document for Analysis: Tracy’s Poor Interview Follow-Up Letter (Obj. 4) Documents for Analysis are available at the student premium website (www.cengagebrain.com). Weaknesses Lacks conciseness; is too wordy and long. Includes many writing errors, such […]

Chapter 2 LECTURE NOTES Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills CHAPTER SYNOPSIS This chapter emphasizes the importance of soft skills and why they are becoming increasingly important in our knowledge-based economy. Soft skills include oral and written communications, […]

Answers to Chapter Review Questions 1. What are soft skills, and why are they increasingly important in the knowledge-based economy of the digital era? (Obj. 1) Soft skills involve not only oral and written communication competencies but also active listening, […]

Chapter 2 Solutions to Activities 2.1 Soft Skills: Which Competencies Are More Desirable? (Obj. 1) Students should find a range of soft skills mentioned, including oral and written communication skills and team skills. But they will also find a combination […]

Answers to Chapter Review Questions 1. Which important trends fuel globalization? (Obj. 1) a. Shrinking domestic markets 2. Which significant changes in the workforce can we expect over the next 40 years? (Obj. 1) Foreign-born persons and their offspring will […]

Chapter 3 Solutions to Activities 3.1 Minding One’s Intercultural Social Media Manners (Objs. 1–3) a. Predictably, the response to such shameless promotion was negative and forced the company b. The comedian and Aflac spokesperson tweeting so insensitively on his @RealGilbert […]

3.13 Iceland and Norway: The Most Connected Countries in the World? For example, in China 38.4 percent of the people have Internet access up from 22.4 percent two years earlier. Consider these or similar questions: Is this figure likely to […]

4.7 Document for Analysis To: All Employees From: Sybil Montrose <smontrose@syracuse.com> Cc: Subject: Implementing Revised E-Mail and Internet Policy Attached: Revised E-Mail and Internet Policy Effective immediately, we will be implementing a revised policy regarding e-mail and Internet use. This […]

Chapter 4 LECTURE NOTES Planning Business Messages CHAPTER SYNOPSIS Chapter 4 explains the communication process and the factors that influence the successful transmission of meaning from sender to receiver. After exploring the barriers to communication, this chapter goes on to […]

Answers to Chapter Review Questions 1. Define communication. When is it successful? (Obj. 1) Communication is the transmission of information and meaning from a sender to a receiver. 2. Describe the five steps in the process of communication. (Obj. 1) […]

Chapter 4 Solutions to Activities 4.1 Audience Benefits and the “You” View (Obj. 4) a. You may use the enclosed form to report identity theft to your creditors. b. To have your orders processed more quickly and efficiently, please fill […]

5.12 Document for Analysis: Weak E-Mail Message Dangling modifiers: Sentences 3, 11, 17 Passive voice: Sentences 1, 4, 5, 11, 12, 13, 17 Fragments: Sentences 8, 14, 16 Suggested Revision Dear Mr. Long: 1You probably chose 24-Hour Gym here in […]

Chapter 5 LECTURE NOTES Organizing and Drafting Business Messages CHAPTER SYNOPSIS This chapter explains how to carry out the second phase of the writing process: researching, organizing, and drafting. First, before writing, a businessperson collects relevant information, which helps the […]

Answers to Chapter Review Questions 1. Describe the three parts of the second phase of the writing process. (Obj. 1) 2. What is research and why is it important for business writers? (Obj. 1) Research involves collecting information about a […]

Chapter 5 Solutions to Activities 5.1 Sentence Types (Obj. 3) a. 1 5.2 Sentence Faults (Obj. 3) a. Fragment. Revision: Although they began as a side business for Disney, destination weddings now represent a major income source. b. Fragment. Revision: […]

6.11. Document for Analysis: Ineffective E-Mail Suggestion to Boss To: Roger M. Karjala <r.m.karjala@firstbank.com> From: Keiko Kurtz <k.kurtz@firstbank.com> Subject: Suggestion for Improving Customer Relations Cc: Bcc: Roger, Because you asked for suggestions on how to improve customer relations, I am […]

6.12 Document for Analysis: Poor E-Mail Message Re PowerPoint To: Sanders Watson <swatson @circa.com> From: Monique Vance <mvance@circa.com> Cc: Subject: Avoiding Death by PowerPoint Sanders, As you requested, I attended a seminar about presentation techniques. You suggested that I might […]

6.14 Document for Analysis: Poor Response to Customer Inquiry About Social Media To: Melanie Jackson <mjackson @mediasolutions.com> From: Dakota Dalquist <ddalquist@mediasolutions.com> Subject: Expanding Your Marketing by Joining the Social Media Buzz Cc: Thanks for your inquiry regarding Media Solutions! Because […]

Chapter 6 LECTURE NOTES Revising Business Messages CHAPTER SYNOPSIS Students often resist the work of significant, substantial revision in favor of proofreading, so you may wish to spend enough time on this chapter to emphasize that all three—editing, proofreading, and […]

Answers to Chapter Review Questions 1. What’s involved in the revision process? Is revision still necessary in a digital age when workplace messages fly back and forth in split seconds? (Obj. 1) Revision consists of improving the content and sentence […]

Chapter 6 Solutions to Activities Zooming In: Applying Your Skills at Taco Bell Revised Memo Date: Current To:Taco Bell, Executive Council From: Erin Jackson, Culinary Product Manager Subject: Fast-Food Trends and Menu Options As you requested, I am submitting the […]

7.1 Document for Analysis: Wordy, Woeful E-Mail To: Department Managers From: Mellanie Mankin <mmankin@rockstudios> Subject: Interviewing Five Employment Candidates Cc: Bcc: Good morning, department managers, Because we are now authorized to hire new employees, we have scheduled five promising candidates […]

7.3 Document for Analysis: Troubling Internship Program To: Joshua Turck <joshua.turck@bayside.com> From: Sable Johnson <sable.johnson@bayside.com> Subject: Meeting to Discuss Internship Program Cc: Bcc: __________________________________________________________________________ Based on your inquiry, I would like to meet with you and the vice president to […]

7.4 Document for Analysis: Instant Messaging at Local Auto Dealer The flaws in this IM exchange are many. Just to name a few, Mark is unprofessional, too informal, folksy, and chatty. He does not show the customer respect and asks […]

Chapter 7 LECTURE NOTES Short Workplace Messages and Digital Media CHAPTER SYNOPSIS Today’s workplace is changing as new technologies transform the way we exchange information and conduct business. Although your students may already be connected digitally with friends and family, […]

Answers to Chapter Review Questions 1. How have social media sites such as Twitter changed communication? (Obj. 5) Social media sites have transformed communication from one-on-one conversations to 2. What is cloud computing, and how is it changing business? (Obj. […]

Chapter 7 Solutions to Activities 7.1 Document for Analysis: Wordy, Woeful E-Mail (Obj. 1) Documents for Analysis are available at the student premium website (www.cengagebrain.com). Weaknesses: Starts indirectly with an explanation instead of the main idea. Could include a friendlier […]

7.8 Instant Messaging: Practicing Your Professional IM Skills (Obj. 2) This activity can also be accomplished with the help of Blackboard’s chat function, but Yahoo, Skype and the other IM tools are often more versatile and sophisticated or have a […]

8.3 Document for Analysis: Direct Request To: ExEngine Manager List From: Paula Parker <paula.parker@exengine.com> Subject: Answering Questions to Address E-Mail Problem Cc: Bcc: Managers, Please help us address the problem of excessive e-mail by answering the questions below. Your ideas […]

8.4 Document for Analysis: Direct Response Date: March 4, 2015 To: Helen Lazar, CEO From: Gilbert S. Luce Subject: Chatter—A Potential Alternative to Facebook and Twitter Here is my brief report in response to your request that I research alternatives to […]

8.5 Document for Analysis: Instructions Date: Current To: Faculty and Staff From: Michael Love <mlove@valleyviewpd.gov> Subject: Tips to Prevent Card Skimming at ATM Machines Cc: Bcc: Faculty and Staff, Card skimming occurs at ATM machines when small imaging devices capture […]

8.6 Document for Analysis: Direct Claim (Obj. 3) Current date Mr. John Lear Regional General Manager Apex Car Rentals 4510 Cyprus Street Denver, CO 80246 Dear Mr. Lear: We are asking you to help us retrieve $60 from your Colorado […]

Chapter 8 LECTURE NOTES Positive Messages CHAPTER SYNOPSIS Positive messages—whether e-mails, memos, or business letters—carry important, but usually routine information. In this chapter students will learn to apply the 3-x-3 writing process to positive messages that are intended for both […]

Answers to Chapter Review Questions 1. Explain the types of positive messages and the strategy used when businesspeople write them. (Obj. 1) In the workplace, most messages are positive or neutral, and, therefore, direct. Positive messages are routine and straightforward; […]

Chapter 8 Solutions to Activities Zooming In: Applying Your Skills at Highpoint Current date Mr. Martin L. Pritchett President, Pritchett Consulting 114 Walnut Street Harrisburg, PA 17101 Dear Mr. Pritchett: It was a pleasure speaking with you earlier today, and […]

8.10 Direct Request: Pamper Palace Spa Worries About Duplicate Charges (Obj. 2) To: customer-care@virtualtreasures.com From: Donna K Lilly <dklilly@pamperpalacespa.com> Subject: Duplicate Payments Showing on my EasyPay Account Cc: Bcc: Customer Service Representative, For the second time when ordering with the […]

Activity A-6 WHAT TO DO IF YOUR VEHICLE BREAKS DOWN The following instructions are intended to keep motorists and their vehicles safe in case of vehicle breakdowns. 1. Move your vehicle as far off the roadway as possible. 2. Turn […]

9.5 Document for Analysis: Nuptials Nixed at Napa Inn Current date Ms. Heather Herreira 1180 Blossom Hill Road San Jose, CA 95118 Dear Ms. Herreira: Thanks for your inquiry regarding weddings at the Napa Valley Inn, one of the most […]

9.6 Document for Analysis: Claim Denial – No New Droid for You To: Lynda Brownsmith <lbrownsmith@aol.com> From: Michael Quinn <mquinn@unitedservice.com> Subject: Replacing Your Damaged Droid Cc: Bcc: Dear Ms. Brownsmith: As you have done, many of our customers purchase the […]

9.7 Document for Analysis: Saying No to Time Off for Newborns in Need To: Amanda Fox <afox@financialsolutions.com> From: Gabriel Lugo <glugo@financialsolutions.com> Subject: Your Request for Time Off Cc: Bcc: Amanda, Everyone here at Financial Solutions appreciates the splendid work you […]

Chapter 9 LECTURE NOTES Negative Messages CHAPTER SYNOPSIS Breaking bad news is a fact of business life. Employees of every company from the highest to lowest will give bad news of some sort almost every day. Often the recipients of […]

Answers to Chapter Review Questions 1. What are your most important goals in communicating negative news? (Obj. 1)  Explaining the bad news clearly and completely. The receiver should not have to  Projecting a professional and positive image of […]

Chapter 9 Solutions to Activities Zooming In: Applying Your Skills at Carnival Corporation Current date Dear Carnival Guest: Important Cancellation Notice – Carnival Starlight 01/16/2014, 01/23/2014, and 01/30/2014 Following well-publicized incidents aboard Carnival-owned cruise ships that involved engine-room fires, our […]

9.13 Request Refusal: Learn to Live With a Noisy Tenant (Objs. 1-4) Current date Mr. Manuel Quinones, CPA Suite 300 Dear Mr. Quinones: Subject: Your Recent Inquiry About a Neighboring Tenant Thank you for bringing up your concerns about the […]

9.22 Bad News to Customers: Stuck in Berlin Without a Credit Card (Objs. 1-4) Current date Ms. Blair Rhines 68 Riverside Drive, Apt. 35 New York, NY 10025 Dear Ms. Rhines: Your purchase was rejected because it represented an unusual […]

Competent Language Usage Essentials (C.L.U.E.) Proficiency Test Form A Name ________________________________________ Score __________________ Grammar: In the space provided, write the letter indicating the word that correctly completes each sentence. Use only one answer for each question. ___ 1. If I […]

VIDEOS, TEAMS, AND MORE VIDEO DISCUSSION GUIDE Four videos accompany Guffey’s Business Communication: Process and Product, 8e. These 7- to 12-minute videos provide a visual learning experience to help students succeed in today’s rapidly changing workplace. These videos are available […]

ANALYTICAL REPORT GROUP ACTIVITIES Because collaborative analytical reports vary considerably in content, length, and complexity, the following list of activities can serve as a guideline for planning the sequence of activities involved in the report-writing process. These activities should appear […]

Name: Class: Date: Chapter 01: Business Communication in the Digital Age 1. Which of the following statements about communicating in today’s digital world is least accurate? a. The digital world is highly connected. b. A growing number of workers must […]

Name: Class: Date: Chapter 10: Persuasive and Sales Messages 1. What is the least accurate statement about persuasion in today’s digital age? a. To be smart consumers, we need to be alert to persuasive practices and their influences on behavior. […]

Name: Class: Date: Chapter 11: Reporting in the Digital–Age Workplace 1. Which of the following statements about business reports is most accurate? a. The larger an organization, the more vital the exchange and flow of information becomes. b. Reports are […]

Name: Class: Date: Chapter 12: Informal Business Reports 1. Much of the information that allows decision makers to run their organizations effectively in the digital age comes to them in the form of a. Web searches. b. reports. c. Wikipedia […]

Name: Class: Date: Chapter 13: Proposals, Business Plans, and Formal Business Reports 1. What type of organization is dependent on proposals? a. Large profit-making organizations b. Smaller profit-making organizations c. Nonprofit organizations d. All of these ANSWER: d 2. Select […]

Name: Class: Date: Chapter 14: Business Presentations 1. What is the least accurate statement about oral presentations? a. Only employees at upper levels find it necessary to give oral presentations. b. The savviest future businesspeople take advantage of opportunities in […]

Name: Class: Date: Chapter 15: The Job Search and Résumés in the Digital Age 1. In today’s digital age, what are the primary tools for hunting for a job? a. Job boards and search engines b. Personal networking and referrals […]

Name: Class: Date: Chapter 16: Interviewing and Following Up 1. What is the most accurate statement about job interviews? a. During a job interview, only the interviewee is being evaluated. b. Only those who are not qualified feel stress during […]

Name: Class: Date: Chapter 02: Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills 1. Which of the following is an example of a soft skill? a. Being able to work well as part of a team b. Knowing how to […]

Name: Class: Date: Chapter 03: Intercultural Communication 1. Learning more about the powerful effect that culture has on behavior will a. guarantee that you will be profitable in your overseas ventures. b. help you reduce friction and misunderstanding in your […]

Name: Class: Date: Chapter 04: Planning Business Messages 1. Select the best definition of communication. a. Communication is the transmission of information from one individual or group to another. b. Communication is the transmission of data from one individual or […]

Name: Class: Date: Chapter 05: Organizing and Drafting Business Messages 1. Which of the following is done during Phase 2 of the writing process? a. Adapting b. Proofreading c. Analyzing d. Organizing ANSWER: d 2. Melanie is working on a […]

Name: Class: Date: Chapter 06: Revising Business Messages 1. A newly hired colleague has asked for your advice about revising e-mail messages, text messages, and tweets. What is the best advice you can give her? a. In today’s fast-paced digital […]

Name: Class: Date: Chapter 07: Short Workplace Messages and Digital Media 1. Which of the following describes communication in today’s digital age? a. Communicators are increasingly switching to mobile devices. b. Messages are shorter and more frequent. c. Message response […]

Name: Class: Date: Chapter 08: Positive Messages 1. What is the most accurate statement about writing skills and social media? a. Social media is seldom used in business, so writing for social media is not important b. When writing for […]

Name: Class: Date: Chapter 09: Negative Messages 1. What is the most accurate statement about negative workplace messages? a. Most businesses never experience situations that require delivering negative news. b. Some businesses have to respond to complaints voiced on social […]