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4: Writing Business Messages
4-10
4-10. So that you can be served quickly, please bring your credit card to the store with you. (LO
4-11. For the next week, you can receive a 25 percent discount on all monitors. (LO 4.1; AACSB
4-13. So that your credit rating can be preserved, please remit your payment within 10 days. (LO
4-14. We offer refunds for merchandise that is returned in like-new condition. (LO 4.1; AACSB
4-15. The damage to your waterbed was caused by unusual conditions not covered by the
Emphasizing the Positive. These euphemisms are milder:
4-16. The new boss is persistent/resolute/unflinching when it comes to doing things by the book.
4-17. When you say we’ve doubled our profit level, you are mistaken. (LO 4.1; AACSB Tag:
4-18. Just be careful not to make any uninformed choices this week. (LO 4.1; AACSB Tag:
4-20. We understand that your check was mailed last Thursday; however, our offices have not
4-21. When customers purchase merchandise at our end-of-season sales, all sales are final. (LO
4-22. Please sign the last page of the enclosed contract and return it to us. (LO 4.1; AACSB Tag:
4-23. Thank you for mailing your new will to our offices; so that we may be sure to follow your
oral communication)
4: Writing Business Messages
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4-24. Pilots must have the ability to stay calm under pressure and they must be trained to cope
4-30. add 12 square feet to the shop (LO 4.4; AACSB Tag: Written and oral communication)
4-34. surged (LO 4.4; AACSB Tag: Written and oral communication)
4-35. Being adaptable, Dave worked well in his new selling job. (LO 4.4; AACSB Tag: Written
and oral communication)
4-36. Moving Leslie into the accounting department forced her to attempt work that she didn’t
4-37. It’s difficult to survive the pressures of teaching in a tough urban neighborhood. (LO 4.4;
AACSB Tag: Written and oral communication)
4-40. try (LO 4.4; AACSB Tag: Written and oral communication)
4: Writing Business Messages
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4-42. changes (LO 4.4; AACSB Tag: Written and oral communication)
4-43. as you suggested replaces as per your suggestions (LO 4.4; AACSB Tag: Written and oral
communication)
4-46. The sales representative submits the raw data to the data-processing division each Friday.
(LO 4.5; AACSB Tag: Written and oral communication)
4-49. Janet Hogan represented the employees. (LO 4.5; AACSB Tag: Written and oral
communication)
they were clarified with appropriate transitions.
4-50. Facing some of the toughest competitors in the world, Harley-Davidson had to make some
par with those of its foreign competitors, so its costs were still among the highest in the
4-51. Whether you’re indulging in a doughnut in New York or California, Krispy Kreme wants
you to enjoy the same delicious taste with every bite, so the company maintains consistent
delivers the mix to its stores. But the company knows that it takes more than a quality mix
4: Writing Business Messages
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Activities
4-52. Answers will vary based on the experts that students select. The first tweet should give a
Endorsements by others in the field would also be a good way to build credibility. Tweets
Tag: Written and oral communication)
4-53. Students should note that this message lacks professionalism. It is too informal and uses
the “I” attitude rather than the “you” attitude. The writer appears to be overconfident.
Here’s a revision:
Would you please email me at jthomas@bestbabygear.com with information on how we
could become an Inglesina retailer?
(LO 4.3; AACSB Tag: Written and oral communication)
4-54. According to the SEC definition, plain English documents use words economically and at
quite clear: “Mutual fund shares are ‘redeemable,’ meaning investors can sell their shares
oral communication)
4-55. Whatever ideas students select, their summary should reflect an understanding of what it
Tag: Written and oral communication)
4-56. Urge students to analyze what is wrong with this email before they begin their revisions.
Remind them of the four main rules of good organization:
1. The topic and purpose must be clear. (This message is adequate on that score.)
3. The ideas must be grouped and presented logically. (This email’s organization is
4: Writing Business Messages
4-14
been a B, not a C.)
4. All necessary information must be included. (Without knowing more about the situation,
The student assumes that his C is a function of his grade on the midterm and his failure to
stronger opening.
One possible solution:
percent on the final, which is clearly a B. Please recheck your calculation of my final grade
to see whether I did perhaps earn a B. (LO 4.5; AACSB Tag: Written and oral
communication)
4-57. This exercise can help students quickly assess the effectiveness of the paragraphs they
write. If others in the group are not able to easily identify the main idea and general
EXPAND YOUR SKILLS
paragraphs they select. (LO 4.6; AACSB Tag: Written and oral communication)
Sharpen Your Career Skills Online: This exercise calls upon students to use Bovée and Thill’s
convey the information that was learned. (LO 4.6; AACSB Tag: Written and oral
communication)
4: Writing Business Messages
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IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE
Level 1: Self-Assessment—Adjectives
4-63. A highly-placed source revealed Dotson’s last-ditch efforts to cover up the mistake.
(AACSB Tag: Written and oral communication)
4-64. Please send an extra-large dust cover for my photocopier. (AACSB Tag: Written and oral
communication)
4-65. A top-secret document was taken from the president’s office last night. (AACSB Tag:
Written and oral communication)
4-67. If I write a large-scale report, I want to know that upper-level management will read it.
(AACSB Tag: Written and oral communication)
4-68. The two companies are engaged in an all-out, no-holds-barred struggle for dominance.
(AACSB Tag: Written and oral communication)
Level 2: Workplace Applications
4-73. It’s time that you learned the skills required to get what you want from suppliers and
vendors. (AACSB Tag: Written and oral communication)
4: Writing Business Messages
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4-76. When PetFood Warehouse officially became PETsMART, Jim left the company for health
4-77. First-quarter sales gains are evident in both the grocery store sector (up 1.03%) and the
4-78. Whatever your challenge, learning stronger negotiating tactics and strategies will improve
4-79. To meet the increasing demand for Penta bottled drinking water, Bio-Hydration Research
communication)
4-80. Seminars begin at 9 a.m. and wrap up at 4 p.m. [or 9:00 a.m./4:00 p.m.] (AACSB Tag:
Written and oral communication)
4-81. Temple, Texas-based McLane Co., a subsidiary of Wal-Mart, has bought a facility in
communication)
4-82. The British Retail Consortium is releasing the third edition of its Technical Standards on
communication)
4-83. SkillPath is the fastest-growing training company in the world because of our commitment
Written and oral communication)
4-84. According to Professor Charles Noussair of the Economics Department of Purdue
4-85. The study found that people exposed to Purina banner ads were almost
(AACSB Tag: Written and oral communication)
4-86. In a consent decree with the Food and Drug Administration, E’Ola International, a dietary
(AACSB Tag: Written and oral communication)
4-87. Dennis Dickson is looking for a company to both make and distribute plaidberries under an
exclusive license. Plaidberries are blackberries that are mixed with extracts and are used as
4: Writing Business Messages
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Level 3: Document Critique—Well-Written Solution
Your new card for your Health Savings Account (HSA) is attached to this memo. This email
includes instructions for activating and using your card. We know you will enjoy using these
To begin taking advantage of your HSA, please follow these steps:
1. Go to the website listed on the sticker on the front of your card.
3. Sign the back of the card and have any others included on your account sign the cards as
well.
Prescriptions
Dental care
Vision care (including eyewear)
Eligible over the counter medications
Please let me know if you have any questions regarding activating or using the HSA cards.
(AACSB Tag: Written and oral communication)
