Chapter 8 Questions

1. Give the bad news, Ensure its acceptance, Maintain Reader's goodwill, maintain organization's good image, reduce future correspondence on the matter.

2.Will the bad news come as a shock?, Does the reader prefer short messages that get right to the point? How important is this news to the reader? Do you need to maintain a close working relationship with the reader? Do you need to get the readers attention? What is your organization's preferred style?

3.Open with a buffer, provide reasons and additional information, Continuing with a clear statement of the bad news,Close on a positive note.

4.A neutral, noncontroversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader. Some believe they are manipulative and unethical because they can be insincere or deceptive.

5.You help maintain focus on the issues at hand and defuse the emotions that come with presenting bad news. This also helps you to justify the decision being made.

In-class activity 2 2/18/10

5493 Beechwood Drive
Trenton, N.J. 08608
April 12, 2009

Florida Resort Bureau
1555 Palm Beach Lakes Boulevard
West Palm Beach, FL 33401

Dear Sir:

My wife and I are planning a late September vacation with our two teenage children and would like to obtain some information we saw in your advertisement in the April 2009 issue of Smithsonian magazine.

In addition to the brochures your advertisement promises, I would like to know the following about your Florida resorts:

1. Which resorts are near large cities.
2. Which resorts are reached by public transportation.
3. Which resorts have attractions for teenagers.
4. Do the off-season rates include all of the amenities.

I am also curious about the weather in Florida during September as well as who would be best to contact about concert schedules during the vacation. This information would be very helpful as it would allow us to properly plan our vacation through your agency.

In order to make plans to take time off work, it would be best if we could have the information in at most 2 weeks. Thank you for your time and consideration.

Frank C. Atlas

In-class activity 1 2/18/10

2.

I recently purchased your "Negotiator Pro" software for my computer at a local business supply store. Unfortunately, when I attempted to use the CD, it failed to work properly. I attempted to return the disk to the store, however, since it had been previously opened, they were unable to issue a refund. I was directed to contact you directly in order to obtain a version that would work with my computer or a refund. I would like to remain a customer of yours by obtaining the correct copy of the CD.

Please send me any information possible to the address on the letterhead. If you are unable to replace the disk, please refund me the purchase cost if possible. Thank you for your time and consideration.

E-Mail Assignment

MEMORANDUM

TO: Professor Walwema
FROM: Larry King
SUBJECT: Netiquette Guidelines
DATE: 11 February, 2010


As business communication becomes more and more important everyday, it is essential to understand the proper etiquette when using electronic communication. Below are some important guidelines to consider when carrying out email communication.

When writing business emails, it is important to use effective subject headings. First, the subject heading used needs to accurately convey the topic of the email. When emails are received in the business world, many of them will be ignored do to a useless subject line. In order to catch the readers attention, having a informative and interesting subject line is essential.
-New York State School Counselors Association Netiquette Policy

Tone and voice in email communications is also very important. The wrong use of tone can cause the reader to receive the wrong message. For example, it is important to never use all caps in an email, this conveys shouting to the reader. It is also important to consider the wording and order of words in sentences in order to convey the correct message.
-A Beginner's Guide to the Internet, First Edition, January 1992

Privacy is also a big issue with email communications. You must always assume that the communication taking place is entirely public. Never place any information in an electronic format that would embarrass you or anyone else. Along with protecting your own privacy, it is also important to protect the privacy others involved in the communication.
-IBM Issues Employee Conduct Rules For Second Life

Reworked Email

To: sarah@work.net
From: bill@work.net
CC: jim@work.net

Subject: Training Trip Funds

Sarah,

I need to find some information on funding for a training trip I would like to take part in. Do you know how I can contact for this issue?

Thank you,

Bill

Memorandum Reworked

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