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August 14, 2013
Mr. John Thompson
347 Cemetery Rd.
New Lebanon, NY 12125
Dear Mr. Thompson:
If you’re ever looking for an apartment or condominium in the Northeast, please remember
us. We would be glad to send you information on our numerous complexes throughout
Connecticut, Vermont, New Hampshire, and Maine.
Sincerely,
(LO 7.4; AACSB Tag: Written and oral communication)
7-27. Student responses will vary, depending on the product they select. Their messages should
be concise and specific.
dockXtender works with iPad, as well—great for data transfer and keyboard dock.
(LO 7.4; AACSB Tag: Written and oral communication)
7-28. In discussing questions a through d, remind students that proper planning is especially
important for messages of condolence.
a: Option 1 best reflects guidelines in the chapter on effective condolence messages.
Here is a possible message:
Dear Chana,
Although I met him only once, Surin had such a warm smile and sense of humor. He will
surely be missed by many people. From your stories, I know that he has been a wonderful
husband and father.
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strength will serve you and your children well. If there’s anything I can do here at the
My sincere condolences,
Tad Kelson
(LO 7.4; AACSB Tag: Written and oral communication)
EXPAND YOUR SKILLS
AACSB Tag: Written and oral communication)
Sharpen Your Career Skills Online: This exercise calls upon students to use Bovée and Thill’s
Business Communication Web Search to research an online source of advice for writing
goodwill messages. Students will summarize the content of this source in an email to the
CASE SOLUTIONS
On the following pages are suggested solutions for this chapter’s cases.
7-29. Message Strategies: Requesting Information
Note: The requirements of this assignment will help students grasp the purpose of the opening,
body, and close of a message requesting information. Students should keep in mind that the goal
of this message is to entice readers to participate in the project and should, therefore, offer a
book more relatable and practical.
Many of you use virtual collaboration tools for team projects. I am sure you have devised your
own methods for online collaboration and have unique takes on virtual collaboration tools—
What I am looking for are short, jargon-free narratives highlighting the benefits of specific
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People from all professions are invited to send in their stories; all you need to do is explain
which online collaboration system you used, did it work well for you, and why.
As a token of my appreciation, I will mail you an autographed copy of the book. Also, you
Your contribution can help make the book a true representation of the power of collaboration
7-30. Message Strategies: Requesting a Recommendation
Note: Students will do well to consider their approach and organize their thoughts prior to
writing this email. This is an opportunity to refresh Vander’s memory of performance, but
students may struggle with professionally stating accomplishments without sounding grandiose
To: katina.vander@seele.com
From: ryan.tenney@seele.com
Subject: Recommendation for the role of lead analyst for the market research team
Dear Katina,
committee.
I have acquired a breadth of industry-specific knowledge during my 14 years of work experience
in the electronics industry. Likewise, I have three years work experience in the customer support
I have always been a consistent and sincere contributor, with a rating of “Excellent” or
information, please let me know.
Sincerely,
Ryan Tenney
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7-31. Message Strategies: Requesting Information
would you recommend I consider?
(LO 7.2; AACSB Tag: Written and oral communication)
7-32. Message Strategies: Making Routine Requests
information you hope to learn.
(LO 7.2; AACSB Tag: Written and oral communication)
7-33. Message Strategies: Granting Claims
Note: Students should focus on the end goal of this exercise: keeping the customer. This message
should be sincere, professional, and factual. Making an apology and providing specific details
To: anders_ellison@gmail.com
From: andy@flowersforalloccasions.com
Subject: Re: Complaint Regarding Wrong Delivery
Dear Mr. Ellison:
I have initiated a full refund on the credit card you used to place your order; that amount should
show up on your next statement. The Valentine’s Day bouquet you ordered will be sent to your
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serve you better.
Sincerely,
Andy Jandl
Partner, Flowers for All Occasions
(LO 7.4; AACSB Tag: Written and oral communication)
7-34. Message Strategies: Granting Claims
Note: This is an opportunity for students to see that a little humor and goodwill can go a long
way toward retaining customers and even improving their perception of the company. Students
To: LouisHapsberg@gmail.com
From: Rufus.Thomas@Razer.com
Subject: Re: Request for replacement of Razer Anansi keyboard
Dear Mr. Hapsberg,
Razer products are built for serious action, but our keyboards, like the Anansi, are sensitive
victory celebration next time!
Sincerely,
Rufus Thomas
Customer Service Representative
(LO 7.4; AACSB Tag: Written and oral communication)
7: Writing Routine and Positive Messages
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7-35. Message Strategies: Writing Routine Messages
Note: Audio-only instructions present two major challenges. First, without the benefit of visuals,
the steps necessary to use a waffle iron.
The first step in making a perfect waffle is proper preparation. Open the waffle iron so both
Next, plug in the waffle iron and turn it on. When it is properly heated, the red light on the front
of the iron will go on.
It is not necessary to spread the batter in the iron. Simply closing the unit will cause the batter to
spread and fill in the entire surface. Snap the clamp on the unit shut to activate the automatic
the cooked waffle off the iron.
Repeat until all batter is used, then turn unit off. Allow at least 30 minutes after turning off the
submerge it completely in water.
(LO 7.4; AACSB Tag: Written and oral communication)
7-36. Message Strategies: Writing Routine Informational Messages
Note: As introduction, refer briefly to the reason for the posting without going into details, since
they’re likely to make employees defensive. Keep your message short. Use bulleted lists for easy
reference.
Listening Skills for the Workplace
First, take a moment to remember the benefits of effective listening:
Strengthens organizational relationships
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Enhances product delivery
Alerts the organization to opportunities for innovation
Recognize and overcome potential barriers throughout the listening process.
Avoid interrupting or creating nonverbal distractions that make it hard for others to pay
attention.
Avoid selective listening, when you pay attention only to those topics in which you have
7-37. Message Strategies: Routine Announcements
Bacca’s Annual United Way Drive starts June 1! Contact HR to learn how to make this our most
living.
United Way wants to halve the number of high school dropouts by 2018. Education starts early,
so it supports efforts to make sure children begin school ready, and are proficient readers by
grade 4.
(LO 7.4; AACSB Tag: Written and oral communication)
7-38. Message Strategies: Routine Announcements
education trends, assessment news, and school admissions processes, we will be able to attract