CHAPTER 2
SOLUTIONS
Planning Business Messages
Note: Solutions to Chapter Review questions 1-10 appear in the Annotated Instructor’s Edition.
Critical Thinking Discussion Guide
11. The use of digital communication has overtaken face-to-face and voice–to-voice
communication in the workplace. How has this shift changed the fundamental
process of communication? (L.O. 1)
The authors of this text argue that the basic elements of communication have not changed
as a result of digital transmission. More messages are being transmitted faster, farther, and
12. Is it necessary to follow a writing process when preparing a short message? A long
message? Why or why not? (L.O. 2)
Following a writing process is helpful for any size message. Although short messages take
13. In their e-mails, writers sometimes use abbreviations such as FYI (“for your
information”) and ASAP (“as soon as possible”). Others sometimes use LOL
(“laughing out loud”), 4 u (“for you”), and gr8 (“great”). What’s the difference
between these abbreviations, and how do they contribute to one’s professional
image? (L.O. 4)
14. A grocery clerk helps a customer with purchases to her car, and the clerk says No
problem or Not a problem when thanked. What’s the problem with these
expressions? What could be said instead? Why do you think some people are now
adopting these expressions instead of the conventional You’re welcome?
15. To focus on the “you” view, should writers scrub all uses of I and we from their
writing? Why or why not? (L.O. 4)
Communication Workshop: Career Skills
Perfecting Your Critical-Thinking, Problem-Solving,
and Decision-Making Skills
1. Identify and clarify the problem. Students will first focus on the problem of the chaos
caused by multiple lines. Where should customers stand?
2. Gather information. When solving any problem, we need information. Students will
probably relate their experiences at banks and airlines (which often have roped areas to
3. Evaluate the evidence. Evidence would logically come from observing customer lines
at McDonald’s stores and customer lines at other types of retail establishments. At how
many McDonald’s stores was customer behavior observed? Where did the evidence
regarding alternative customer behavior originate? Was that information based on a
wide number of retail establishments? Was it documented? Was it anecdotal?
4. Consider the alternatives. Many people prefer the orderliness of single lines.
Customers know that they are being treated fairly. No one can crowd ahead. However,
when big crowds of people are involved, the line can look very long. At McDonald’s a
single line might snake around and at rush times actually flow out the door, giving the
5. Choose the best alternative. Students will select one alternative and offer reasons