Type
Solution Manual
Book Title
Business Communication: Building Critical Skills 6th Edition
ISBN 13
978-0073403267

978-0073403267 Chapter 10 Appendixes

April 6, 2019
Module 10 - Informative and Positive Messages
Part 3:
Appendix 10-A: Informative and Positive
Message Checklist
Problem-Solving Persuasive Messages
If the message is a memo, does the subject line indicate the writer’s purpose or offer a reader
benefit? Does the subject line avoid making the request?
Is the problem presented as a joint problem that both the writer and reader have an interest
in solving, rather than as something the reader is being asked to do for the writer?
Does the message give all of the relevant information? Is there enough detail?
Does the message overcome objections that readers may have?
Does the message avoid phrases that sound dictatorial, condescending, or arrogant?
Does the last paragraph ask for action? Does it give a deadline if one exists and a reason for
acting promptly?
And, for all messages, not just persuasive ones,
Does the message use you-attitude and positive emphasis?
Is the style easy to read and friendly?
Is the visual design of the message inviting?
Is the format correct?
Does the message use standard grammar? Is it free from typos?
Originality in a problem-solving persuasive message may come from
A good subject line and common ground.
A clear and convincing description of the problem.
Thinking about readers and giving details that answer their questions, overcome objections,
and make it easier for them to do as you ask.
Adding details that show you’re thinking about a specific organization and the specific people
in that organization.
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-1
Module 10 - Informative and Positive Messages
Appendix 10-B:
A Sample Confirmation Message
April 20, 2010
Principal Janet M. Hebbar
King Elementary School
138 Windemere Road
Springfield, OH 43239
Dear Ms. Hebbar:
Audrey Lindstrom, who has worked for the Springfield County Human Services Child Care
Center for five years, can spend two hours at King Elementary School’s Career Day November
12.
Ms. Lindstrom has another commitment later in the day, so she’ll need to leave by 3 p.m. Please
call her at 424-1234 to discuss
1. Which two hours you would like her to be at King Elementary School.
2. What aspects of her job you’d like her to cover.
3. The format you’re using:
Should she prepare a speech? (How long?)
Will there be a panel?
How much time is allotted for questions?
How many people will be in the audience?
Will all grade levels be together, or will she be speaking to specific grades?
Will all students attend each speaker, or will participants speak concurrently?
Ms. Lindstrom trains contracted Center personnel on policies and procedures of the department.
Your students will see the importance of trained day care providers in our neighborhoods.
Thank you for asking our agency to be part of your schools’ special event. Our future lies in the
hands of today’s students.
Sincerely,
Carl Forrester
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-2
Module 10 - Informative and Positive Messages
Appendix 10-C:
A Sample Confirmation Message
Good news up front
“Negative” phrased in positive terms
Convenient list
uses specific
questions
Reader benefits
Forward-looking, goodwill ending
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-3
Module 10 - Informative and Positive Messages
Appendix 10-D:
A Sample Solution to Problem 10.10
August 5, 2011
To: Maria Escheverria
From: T. C. Gamble
Subject: Award for Your Suggestion
Congratulations! Your suggestion for setting up an honor system for
employees to reimburse the city for personal photocopies or phone calls
has been adopted by city government. You will receive a $100 reward
for that suggestion.
A lot of money can be saved through these simple measures, and we
anticipate building stronger relationships of trust among city employees
and management.
The Accounting Department will be cutting checks on September 1. You
should receive your reward check through interoffice mail a few days
after that date.
Once again, thank you for your suggestion and for helping Columbus
balance its budget!
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-4
Module 10 - Informative and Positive Messages
Appendix 10-E:
A Sample Solution to Problem 10.10
Good news in subject line
Tone is congratulatory, with strong you-attitude
Benefits from the change
Specific date given for check to be
cut
Forward-looking, goodwill ending
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-5
Module 10 - Informative and Positive Messages
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
10-6

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