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 technical teams are working diligently to prevent future electrical failures. Specifically, we are
Therefore, we are sorry to say that we must cancel the above-listed voyages. We realize how much you
Here are your options:
Receive a full refund. The refund includes Carnival-provided air travel, Vacation Protection Plan,
Reschedule immediately and book another voyage. For your convenience, you can rebook your
1. Rate protection on any 7-day Carnival Starlight voyage
Our offer is non-transferable and applies to the cruise fare only. You’ll need to sail within 24
months of your original travel date.
If you purchased airline tickets independently and need to make changes to accommodate a new
Our Guest Services Department at 1-877-CARNIVAL is available for assistance should you have any
Sincerely,
9.1 Organizational Strategies (Objs. 1–3)
a. Probably direct
b. Indirect
c. Direct
9.2 Employing Passive-Voice Verbs (Obj. 3)
b. Patients cannot be admitted until after their insurance coverage is verified. OR: Patients can
d. Large SUVs are not covered by your car rental insurance.
9.3 Subordinating Bad News (Obj. 3)
b. Although flowers could not be shipped the week before Mother’s Day, we apologize and
c. Although sustainability goals prevent us from mailing print catalogs, we now offer all of our
d. Although an employment offer cannot be extended at this time, we appreciate your interest in
e. Although your last order was delayed, we have improved our shipping process and we
9.4 Implying Bad News (Obj. 3)
a. All our present funds are needed to lease equipment and offices for our new branch in
c. Because our billboard space was completely filled during the holidays, we hope to display
9.5 Document for Analysis: Nuptials Nixed at Napa Inn (Objs. 1-4)
Weaknesses
Fails to open with a buffer statement before announcing the bad news.
Uses negative words (unfortunately, sadly).
Revision
Current date
Ms. Heather Herreira
1180 Blossom Hill Road
San Jose, CA 95118
Dear Ms. Herreira:
June is our busiest month, and this year is no exception. Although all of the Saturdays in June are
Let the Napa Valley Inn with its 45 Mediterranean-style rooms and suites, each with its own
sun-drenched private terrace, provide the perfect location for you and your guests to celebrate
Sincerely,
9.6 Document for Analysis: Claim Denial – No New Droid for You (Objs. 1-4)
Weaknesses
Begins with a long lead-in (This message is being sent to you to inform you that).
Delivers the bad news bluntly with no effort to soften the blow.
Revision
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 Peace of Mind Plan to insure their
Although fairly sturdy, today’s smartphones are very sophisticated electronic gadgets that require
proper care and handling. The Peace of Mind Plan is designed for the most common incidents
smartphone owners experience, such as when their devices are stolen, lost, or defective. In
Although the one-year manufacturer’s warranty has expired by now, you have options, Ms.
Brownsmith. You may want to purchase a low-cost remanufactured Droid for $49 plus tax.
Please visit any of our retail outlets for a personalized consultation, or go to
9.7 Document for Analysis: Saying No to Time Off for Newborns in Need (Objs. 1-4)
Weaknesses
Uses flippant tone and doesn’t seem to take request seriously.
Provides brusque and vague subject line.
Announces refusal bluntly, even though the receiver is probably personally affected by
Revision
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 have done for the
This year, however, is different. As you know, we’re suffering from the downturn in the economy
and we’ve even had to reduce our staff. With the remaining bare-bones staff, we need every team
Perhaps in the future when the economy rebounds and when our new product is successfully
Gabe
9.8 Document for Analysis: Hackers Hijack E-Mail Addresses (Objs. 1-4)
Weaknesses
Begins weakly with general statement leaving receivers wondering why the message was
written.
Includes long lead in (this is to let you know that).
Revision
To: Kara Khalial [kkhalial@coastal.net]
From: Justin Small [jsmall@princetonpayment.org]
Subject: Customer Security Incident at Princeton Payment Systems
Cc:
Bcc:
On November 12 we learned that computer “hackers” maliciously exploited a function designed
to make our log-in process faster. The hackers deliberately went to great lengths to extract
Because the attack was limited to e-mail addresses, we encourage you to be alert to scams that
We take your privacy very seriously and do not tolerate unauthorized access to our customers’
Sincerely,
9.9 Request Refusal: Try Applying Online and On Time (Objs. 1-4)
To: Josephine Rosa <jrosa@pinkdragons.org>
From: Your Name <your e-mail address>
Subject: Your Request for Adobe Sponsorship
Cc:
Bcc:
Dear Josephine:
We enjoyed learning about the fascinating sport of dragon boat racing and about the role it plays
Our company supports a variety of great causes, breast cancer among them. We receive requests
for sponsorships daily; therefore, we have decided to streamline the application process by
asking that proposals be submitted on our website (the link is listed below). Although we would
Josephine, we wish your team much success and hope that the dragon boat festival in San Diego
Best regards,
Your name
Your full contact information
Sponsorship request form:
http://www.adobe.com/aboutadobe/pressroom/sponsorship.html
9.10 Request Refusal: Advocating for Abused Children (Objs. 1-4)
Current date
Mrs. Paulina Ramirez
4382 Congress Avenue
Austin, TX 78701
Dear Mrs. Ramirez:
Let me commend you on the fine work you are doing as a volunteer with CASA. Its programs to
In the past my company was able to make generous contributions. This fiscal year, however, has
been difficult for us and for many other financial services organizations. Although funds are
Sincerely,
9.11 Request Refusal: No Favors for Jamba Juice (Objs. 1-4)
Current date
Mr. Joe Wong, Vice President
Product Development
Jamba Inc.
450 Golden Gate Avenue
San Francisco, 94102
Dear Joe:
It’s good to learn that Jamba Inc. is expanding its menu with drinks that are more substantial and
Like you, we at Mainstream Software have been expanding our workforce. We have many
employees, but we have no dedicated cafeteria. Instead we have a lunchroom where employees
Sincerely,
9.12 Request Refusal: Party Over for 21 and Under (Objs. 1-4)
Current date
Ms. Elisabeth Neil
Leisure World Travel
480 West Harrison Street
Chicago, IL 60607
Dear Ms. Neil:
We at Carnival Cruises genuinely appreciate Leisure World Travel’s continued use of the “Fun
In the past we have been able to offer fun, sun, and exotic ports of call to a wide range of guests,
including high school and college students. More recently, however, some of our younger guests
Effective immediately, any passenger under 21 will be accepted only when accompanied by an
Your customers have learned to expect carefree, fun-filled cruises from Carnival, and we will not
disappoint them. Carnival attracts more guests than any other cruise line in the world, and 98