Archives: Solution Manual

16.1 Document for Analysis: Tracy’s Poor Interview Follow-Up Letter Current date Mr. Michael Searle Vice President Mariposa Agency 3021 East Van Buren Street Phoenix, AZ 85022 Dear Mr. Searle: Thanks for speaking with me on Tuesday, June 2, about the […]

Chapter 15 Solutions to Activities 15.1 Document for Analysis: Poorly Written Résumé (Obj. 4) Documents for Analysis are available at the student premium website (www.cengagebrain.com). Weaknesses a. Fails to present the name so that it can be easily read by […]

Answers to Chapter Review Questions 1. In this digital age, what is the primary route to finding a job? (Obj. 1) Although digital tools are increasingly significant, person-to-person networking and referrals 2. When preparing to search for a job, what […]

Chapter 15 LECTURE NOTES The Job Search and Résumés in the Digital Age CHAPTER SYNOPSIS Finding a job in today’s job market is increasingly complex. To successfully compete with other job candidates and land a fulfilling position, your students need […]

15.1 Document for Analysis: RÉSUMÉ Isabella R. Jimenez 1340 East Phillips Avenue, Apartment D Littleton, CO 80126 Phone: (303) 455-5182 E-mail: IJimenez@gmail.com OBJECTIVE Position with an accounting firm where my accounting education and financial consulting experience can help the firm […]

Chapter 14 Solutions to Activities 14.1 Evaluating a Speech (Objs. 1–3) If your students are giving oral reports for your class, this would be an effective activity for them, 14.2 Analyzing the Needs of an Audience (Objs. 1, 2) Be […]

Answers to Chapter Review Questions 1. How do speaking skills affect promotions and career success? (Obj. 1) Excellent communication skills are key to a successful career. The No. 1 predictor of success and upward mobility, according to an AT&T and […]

Chapter 14 LECTURE NOTES Business Presentations CHAPTER SYNOPSIS According to an AT&T and Stanford University study, the No. 1 predictor of success and upward mobility is how much you enjoy public speaking and how effective you are at it. Because […]

Chapter 13 Solutions to Activities 13.1 Proposal: Businesses Built on Social Media (Obj. 1) Students will find innumerable articles devoted to small businesses that use tweeting, liking, and sharing to boost their bottom lines. In an e-mail or memo to […]

Answers to Chapter Review Questions 1. Why are formal and informal proposals written? (Objs. 1, 2) 2. Why do government agencies make requests for proposals (RFPs)? (Objs. 1, 2) Government agencies and many other firms use requests for proposals (RFPs) […]

12.26 Justification/Recommendation Report: Drunk-Driver Service for Hockey Players (Obj. 5) This self-contained problem provides all the data necessary to complete the report without further research. Here are possible conclusions and recommendations that may result from the data: CONCLUSIONS The analysis […]

Chapter 12 Solutions to Activities 12.1 Making Sense of the Three Ms (Obj. 1) Arrange the homes by ascending price as follows: $260,000; $260,000; $260,000; $260,000; $280,000; $280,000; $320,000; $360,000; $420,000 MEAN = (260,000 + 260,000 + 260,000 + 260,000 […]

Answers to Chapter Review Questions 1. What are the advantages of tables? (Obj. 1) Tables usually help researchers summarize and simplify data. Using columns and rows, 2. Calculate the mean, median, and mode for these figures: 4, 12, 12, 12, […]

Chapter 12 LECTURE NOTES Informal Business Reports CHAPTER SYNOPSIS Even a business executive as averse to marketing surveys as Starbucks CEO Howard Schultz has come to acknowledge the advantages of gauging customers’ and employees’ perceptions and preferences. Surveys are an […]

Answers to Chapter Review Questions 1. In terms of analysis, what are the two broad report functions or types? (Obj. 1) Informational reports present data without analysis or recommendations. Writers collect and organize data, but they do not analyze the […]

10.19 Persuasive Organizational Message Flowing Upward: How to Work From Home (Obj. 4) To: Chris Crittenden <chris.crittenden@beta.com> From: [Your Name <your e-mail>] Subject: Improving Training for Telecommuters and Their Managers Cc: Bcc: An increasing number of our employees are becoming […]

10.11 Persuasive Request: Junk Food Props Up School Budget (Obj. 3) Current date Board of Directors Gresham-Barlow School District P.O. Box 310 Gresham, OR 97033 Dear Directors: Recent surveys show that approximately one third of U.S. children aged 6 to […]

Chapter 10 Solutions to Activities Zooming In: Applying Your Skills at Natural Capitalism Solutions Current date Dear Business Owner: Your attendance at this workshop shows that you have already taken the first step to increasing Research has shown repeatedly that […]

Answers to Chapter Review Questions 1. What is persuasion as defined by communication scholar Richard M. Perloff? (Obj. 1) Persuasion is a symbolic process in which communicators try to convince other people to 2. List and explain the five components […]

Chapter 10 LECTURE NOTES Persuasive and Sales Messages CHAPTER SYNOPSIS The ability to use argument or discussion to influence an individual’s beliefs or actions is called persuasion. The art of persuading someone to take a specific action or change an […]

10.4 Document for Analysis: Poor Persuasive Memo Flowing Upward– Miserable Meetings To: Charlotte Cohen <ccohen@mitenterprise> From: Clint Johnson <cjohnson@mitenterprise> Subject: Improving Productivity and Morale With Better Meetings Cc: Attached: Good morning, Ms. Cohen, This past week I attended five in-house […]

10.3 Document for Analysis: Poor Claim Letter From Unhappy Copier Owner Current date Mr. Trenton Khalifa VIP Copier Specialists 1532 Nashville Pike Gallatin, TN 37012 Dear Mr. Khalifa: The four BizStar C500 photocopiers that we purchased three months ago are […]

10.2 Document for Analysis: Weak Action Request Inviting Small Planet Speaker Current date Ms. Anna Lappe 418 North Jay Street Brooklyn, NY 11212 Dear Ms. Lappe: You have written that this country’s food sector is both a central culprit in […]

10.1 Document for Analysis: Poor Action Request Going to Texas 7-Eleven Owners To: 7-Eleven Franchise Owners Association of Texas From: Terry Navarro <terrynavarro@yahoo.com> Subject: Finding a Better Way to Sell Fresh Bananas Cc: Bcc: Fresh Del Monte has suggested that […]

9.22 Bad News to Customers: Stuck in Berlin Without a Credit Card (Objs. 1-4) Current date Ms. Blair Rhines 68 Riverside Drive, Apt. 35 New York, NY 10025 Dear Ms. Rhines: Your purchase was rejected because it represented an unusual […]

9.13 Request Refusal: Learn to Live With a Noisy Tenant (Objs. 1-4) Current date Mr. Manuel Quinones, CPA Suite 300 Dear Mr. Quinones: Subject: Your Recent Inquiry About a Neighboring Tenant Thank you for bringing up your concerns about the […]

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 […]

Answers to Chapter Review Questions 1. What are your most important goals in communicating negative news? (Obj. 1)  Explaining the bad news clearly and completely. The receiver should not have to  Projecting a professional and positive image of […]

Chapter 9 LECTURE NOTES Negative Messages CHAPTER SYNOPSIS Breaking bad news is a fact of business life. Employees of every company from the highest to lowest will give bad news of some sort almost every day. Often the recipients of […]

9.7 Document for Analysis: Saying No to Time Off for Newborns in Need 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 […]

9.6 Document for Analysis: Claim Denial – No New Droid for You 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 […]

9.5 Document for Analysis: Nuptials Nixed at Napa Inn Current date Ms. Heather Herreira 1180 Blossom Hill Road San Jose, CA 95118 Dear Ms. Herreira: Thanks for your inquiry regarding weddings at the Napa Valley Inn, one of the most […]

Activity A-6 WHAT TO DO IF YOUR VEHICLE BREAKS DOWN The following instructions are intended to keep motorists and their vehicles safe in case of vehicle breakdowns. 1. Move your vehicle as far off the roadway as possible. 2. Turn […]

8.10 Direct Request: Pamper Palace Spa Worries About Duplicate Charges (Obj. 2) To: customer-care@virtualtreasures.com From: Donna K Lilly <dklilly@pamperpalacespa.com> Subject: Duplicate Payments Showing on my EasyPay Account Cc: Bcc: Customer Service Representative, For the second time when ordering with the […]

Chapter 8 Solutions to Activities Zooming In: Applying Your Skills at Highpoint Current date Mr. Martin L. Pritchett President, Pritchett Consulting 114 Walnut Street Harrisburg, PA 17101 Dear Mr. Pritchett: It was a pleasure speaking with you earlier today, and […]

Answers to Chapter Review Questions 1. Explain the types of positive messages and the strategy used when businesspeople write them. (Obj. 1) In the workplace, most messages are positive or neutral, and, therefore, direct. Positive messages are routine and straightforward; […]

Chapter 8 LECTURE NOTES Positive Messages CHAPTER SYNOPSIS Positive messages—whether e-mails, memos, or business letters—carry important, but usually routine information. In this chapter students will learn to apply the 3-x-3 writing process to positive messages that are intended for both […]

8.6 Document for Analysis: Direct Claim (Obj. 3) Current date Mr. John Lear Regional General Manager Apex Car Rentals 4510 Cyprus Street Denver, CO 80246 Dear Mr. Lear: We are asking you to help us retrieve $60 from your Colorado […]

8.5 Document for Analysis: Instructions Date: Current To: Faculty and Staff From: Michael Love <mlove@valleyviewpd.gov> Subject: Tips to Prevent Card Skimming at ATM Machines Cc: Bcc: Faculty and Staff, Card skimming occurs at ATM machines when small imaging devices capture […]

8.4 Document for Analysis: Direct Response Date: March 4, 2015 To: Helen Lazar, CEO From: Gilbert S. Luce Subject: Chatter—A Potential Alternative to Facebook and Twitter Here is my brief report in response to your request that I research alternatives to […]

8.3 Document for Analysis: Direct Request To: ExEngine Manager List From: Paula Parker <paula.parker@exengine.com> Subject: Answering Questions to Address E-Mail Problem Cc: Bcc: Managers, Please help us address the problem of excessive e-mail by answering the questions below. Your ideas […]

7.8 Instant Messaging: Practicing Your Professional IM Skills (Obj. 2) This activity can also be accomplished with the help of Blackboard’s chat function, but Yahoo, Skype and the other IM tools are often more versatile and sophisticated or have a […]

Chapter 7 Solutions to Activities 7.1 Document for Analysis: Wordy, Woeful E-Mail (Obj. 1) Documents for Analysis are available at the student premium website (www.cengagebrain.com). Weaknesses: Starts indirectly with an explanation instead of the main idea. Could include a friendlier […]

Answers to Chapter Review Questions 1. How have social media sites such as Twitter changed communication? (Obj. 5) Social media sites have transformed communication from one-on-one conversations to 2. What is cloud computing, and how is it changing business? (Obj. […]

Chapter 7 LECTURE NOTES Short Workplace Messages and Digital Media CHAPTER SYNOPSIS Today’s workplace is changing as new technologies transform the way we exchange information and conduct business. Although your students may already be connected digitally with friends and family, […]

7.4 Document for Analysis: Instant Messaging at Local Auto Dealer The flaws in this IM exchange are many. Just to name a few, Mark is unprofessional, too informal, folksy, and chatty. He does not show the customer respect and asks […]

7.3 Document for Analysis: Troubling Internship Program To: Joshua Turck <joshua.turck@bayside.com> From: Sable Johnson <sable.johnson@bayside.com> Subject: Meeting to Discuss Internship Program Cc: Bcc: __________________________________________________________________________ Based on your inquiry, I would like to meet with you and the vice president to […]

7.1 Document for Analysis: Wordy, Woeful E-Mail To: Department Managers From: Mellanie Mankin <mmankin@rockstudios> Subject: Interviewing Five Employment Candidates Cc: Bcc: Good morning, department managers, Because we are now authorized to hire new employees, we have scheduled five promising candidates […]

Chapter 6 Solutions to Activities Zooming In: Applying Your Skills at Taco Bell Revised Memo Date: Current To:Taco Bell, Executive Council From: Erin Jackson, Culinary Product Manager Subject: Fast-Food Trends and Menu Options As you requested, I am submitting the […]

Answers to Chapter Review Questions 1. What’s involved in the revision process? Is revision still necessary in a digital age when workplace messages fly back and forth in split seconds? (Obj. 1) Revision consists of improving the content and sentence […]