BUSI 300 Homework 4 Aplia Good-, Neutral-, & Bad-News Messages Assignment solutions complete answers

BUSI 300 Homework 4 Aplia Good-, Neutral-, & Bad-News Messages Assignment solutions complete answers 

 

1. Procedural messages

Instructions and procedural messages in the workplace must be conveyed accurately. Understanding the basic guidelines for preparing procedural messages will facilitate smooth day-to-day operations and prevent negative feelings among employees. Memos or emails are the most common methods of communicating standard operating procedures.

 

Before writing instructions and procedural messages, you should determine  .

 

Before writing instructions, be sure that you understand each step of the process and use the guidelines to prepare accurate steps. Which of these guidelines apply when preparing instructions? Check all that apply.

Conserve paper by skipping the itemization of each step.

Begin each step with an action statement to create a vivid picture.

Begin each step with the phrase “Next, you will . . .”

 

Read the scenario about preparing instructions, and then answer the corresponding question.

Marissa is preparing a set of orientation instructions for new employees. She has revised the instructions several times; she thinks they will work fine. Marissa feels fairly confident, but she knows that mistakes in the document may cause confusion throughout the company.

 

What advice would you give to Marissa?

Consider preparing a flow chart.

Ask a colleague or employee to walk through the procedures to test them.

Create a database of employees who have difficulty with the instructions.

 

Clearly written instructions and procedural messages ensure that employees will   .

 

Consider preparing a flow chart depicting the procedures.

Avoid active language and action statements.

Itemize each step on a separate line to add emphasis.

 

1. Access www.galactica.com/hr/inter.html. 2. Select the Payroll option. 3. In the EID field, enter the Employee ID of the individual whose time sheet you wish to approve. 4. Select the appropriate time period once the employee’s time sheets load. 5. Select Approve. 6. Select Save and Exit.

 

Itemize each step on a separate line to add emphasis and readability.

Bold key steps to add emphasis.

Use more direct language.

 

When preparing instructions and procedural messages, what should you do before you begin writing?

Walk through each step to ensure the process is clear and to locate trouble spots.

Prepare a draft with illustrations.

Consider contracting a technical writer before you attempt to write instructions yourself.

 

Ask a colleague to test the procedure.

Begin each step with an action statement to create a vivid picture.

Complete the procedure yourself to test the steps.

 

Read “Procedure for Approving Time Sheets,” and then answer the corresponding question.

1.
First, you should consider accessing www.galactica.com/hr/inter.html to open the system.
2.
Second, it will be important to understand the process and select the Payroll option.
3.
As you scroll downward through various aspects of the site, in the EID field, enter the Employee ID of the individual whose time sheet you wish to approve.
4.
At this point, you will want to select the appropriate time period once the employee’s time sheets load.
5.
Now is when you select Approve.
6.
Once you have completed this process, you can go on your merry way by selecting Save and Exit.
 

What advice would you give to the author of these instructions?

Begin each step with an action statement to create a vivid picture.

Itemize each step to add emphasis.

Use more illustrations and screen shots.

 

2. Chapter 6 Review

Understanding the basic organization and expectations for good- and neutral-news messages will help you build goodwill and maintain your professional credibility in business relationships. These questions review the basic good- and neutral-news guidelines for messages.

Good- and neutral-news messages use a direct or deductive approach.

 

Choose the correct section of the direct outline to complete each sentence.

1.
The   of a routine claim message should include a future-looking statement.
2.
Provide clear explanations and assurances in the   of a positive response to a routine claim.
3.
In a message extending credit, the credit offer should be presented in the   of the message.
 

Read the appreciation message email from Nannon, and then answer the corresponding question.

To: Jason Park <jpark@consult.net>

From: Nannon Gibreault <ng@network.org>

Subject: Lunch meeting follow-up

Hi Jason,

[1] Meeting with you was great. [2] I really enjoyed hearing about your current consulting project. [3] Thank you for making my day brighter.

Regards,

Nannon Gibreault

 

What is the best revision for sentence 2?

Your current consulting project sounds interesting.

The consulting work you do offers great insight.

Hearing about the way you prioritize your projects has helped me improve the way I use my time at work.

 

Read the scenario about routine messages, and then answer the corresponding question.

Tyson is preparing a routine claim message. His laptop computer is not functioning properly, and he needs to have the hard drive replaced. The computer is still under full warranty, so repairs will be covered.

 

What advice would you give Tyson as he prepares his routine claim message? Check all that apply.

Use an indirect organizational approach.

Use a friendly, receiver-focused tone.

Provide in-depth and detailed explanations.

 

Routine request messages most often solicit a favorable response. What advice should you follow when preparing a favorable response to a routine request?

Use an inductive approach to organize your response.

Show sincere interest in the request and person.

Provide general answers to specific questions.

 

Read the scenario about extending credit, and then answer the corresponding question.

Alan works for an online retailer. He has been asked to prepare a message extending credit offers to new customers who purchase more than $100 in merchandise. Because Alan has never written a message extending credit, he needs your advice.

 

What advice would you give Alan?

Communicate why extending credit will benefit Alan’s company.

Present and explain credit policies, and present any legally required disclosure documents.

Place policies and disclosure statements in a separate mailing.

 

 Choose the best definition for each section of a direct outline.

 

What is the best revision for sentence 3?

Thank you for taking the time to meet with me; I hope we can do it again.

No revision is needed.

Thanks for meeting me. Perhaps we can get together again once I have implemented some of the ideas we discussed.

 

End on a positive note.

Avoid specifically asking for a refund.

Emphasize the main idea by placing it in the first sentence.

 

Explain competitors’ rates and regulations in relation to Alan’s company.

Communicate a genuine desire to build a strong business relationship.

Open by explaining why credit has been extended.

 

Which of the messages should always follow a deductive outline? Check all that apply.

Routine claim messages

Appreciation messages

Persuasive claim messages

 

What is the best revision for sentence 1?

Our lunch yesterday was both educational and enjoyable.

Lunch with you was truly superlative.

I loved meeting with you over lunch.

 

Highlight specific answers to the recipient’s questions.

Use a dismissive tone because the questions are irrelevant.

Use a clear but elevated style of writing to impress the recipient.

 

Open by extending credit and acknowledging shipment of an order.

Open with an acknowledgment of legally required disclosures.

Encourage customers to visit the website to opt out of credit options.

 

3. Delivering constructive criticism

Delivering constructive criticism is not always easy or pleasant; however, it is often your professional responsibility to do so. Your efforts may benefit all parties involved—customers, employees, and businesses alike. Understanding how to give constructive criticism will help you avoid the associated risks.

 

Before delivering constructive criticism, you should consider the associated risks. One of the risks of providing constructive criticism is   .

 

The potential benefits of delivering constructive criticism may outweigh the risks. Which of these are potential benefits of delivering constructive criticism? Check all that apply.

Others won’t have to do the work of communicating the problem.

The problem identified by the constructive criticism is corrected or addressed.

The communicator doesn’t have to fix the problem, only identify it.

 

In the decision to deliver constructive criticism, intent is important. Read the scenario about delivering constructive criticism, and then answer the corresponding question about the sender’s intent.

You have been a long-time member of the local credit union. Last week, when you stopped by to make a deposit, the customer service representative was rude and condescending. You chose not to mention it to the branch manager. This afternoon, you experienced the same rude treatment from the same representative.

You are a personal friend of the branch manager and know that she would be upset if she knew clients were being treated disrespectfully. You decide to send a note providing some constructive criticism.

 

Consider your intent in this situation. Should you send the constructive criticism?

No. The representative would get in trouble and might even be fired.

Yes. The branch manager deserves the opportunity to improve customer service at her location.

 

Read the constructive criticism message, and then answer the corresponding question.

To the Mobile Minute Manager,

Mobile Minute has been my service provider for more than seven years, and I have always been pleased with the quality of customer service that I receive from your company. However, yesterday evening, when I called to confirm the number of minutes left on my monthly plan, I had a very different experience.

Rather than simply informing me of the remaining minutes on my plan, your customer service representative Jenny Livingstone told me that I should check the website. I explained to her that my Internet was down, and she recommended that I use the free Internet services at the local library. I was then informed that my request was tying up the line and interfering with the company’s call-in bill pay option.

Although I was eventually told the number of minutes remaining on my plan, the customer service I received was less than I have come to expect from your company.

Thank you,

Maureen Murphy

 

What advice would you give Ms. Murphy to improve her constructive criticism? Check all that apply.

Leave judgment to the recipient.

End the message on a positive note.

Provide a recommended course of action.

 

 

Before delivering constructive criticism, you should consider the associated risks. Providing constructive criticism can be problematic for you because your efforts may be   .

 

Russell is on a business trip and is picking up his rental car. Normally, Russell reserves an economy car but gets a free upgrade. On this trip, he does not receive a free upgrade. The sales representative informs Russell that no full-size rentals are available for the upgrade. Russell is frustrated because he doesn’t like economy cars.

When he enters the lot to pick up his car, Russell notices a full-size rental parked two spaces over. Russell is now even more frustrated and angry even though he should not expect a free upgrade. In retaliation, he decides to send a message delivering constructive criticism to the location manager regarding the service he received when picking up his car.

 

Consider Russell’s intent in this situation. Would his message likely be about constructive criticism in this circumstance?

Yes. Russell deserved the upgrade, and the rental representative probably just didn’t like him.

No. Russell is frustrated and may want only to retaliate against the rental representative who wouldn’t grant him the upgrade.

 

To the Mobile Minute Manager,

Your customer service representative named Jenny Livingstone is horrible. She told me I was tying up the line. I don’t think she has a high school education, and that reflects really poorly on you.

Without a doubt, you should fire her. I hope you recorded the conversation for quality assurance purposes.

Sincerely,

Maureen Murphy

 

Before delivering constructive criticism, you should consider the associated risks. Despite the risk of being   , providing constructive criticism can instigate positive changes.

 

Management learns of a change that needs to be made.

The communicator gets a feeling of having exercised a responsibility.

Change may not be necessary to improve.

 

You arrive at a company awards banquet approximately 10 minutes before the scheduled check-in start time. The greeter at the registration table sees you as you approach but walks away without speaking. You wait at the registration table patiently and make eye contact with several of the banquet staff, but nobody greets you or comes over to check you in.

After two more guests arrive, a manager lets you know that someone will be over soon to check you in. Finally, the greeter returns and begins to register guests. You have been waiting for 15 minutes without service before you get in. Your company has paid a good deal to hold the awards banquet at this venue. You decide to deliver constructive criticism.

 

No. You are just frustrated because you had to stand there and wait.

Yes. The manager and banquet coordinators should have provided more professional service.

 

To the Mobile Minute Manager,

Your customer service representative named Jenny Livingstone is incredibly rude and obnoxious. Yesterday evening, when I called to confirm the number of minutes left on my monthly plan, she told me to check the website. When I told her that my Internet was down, she told me to go to the library, because I was tying up the line, and her main job was to help people pay their bills. I don’t think she has a high school education, and that reflects really poorly on your company and on her.

Although she eventually told me the number of minutes remaining on the plan, she was really rude about it. Without a doubt, you should fire her. I hope you recorded the conversation for quality assurance purposes.

Please take the appropriate steps to rectify this problem!

Sincerely,

Maureen Murphy

 

What advice would you give Ms. Murphy to ensure that her constructive criticism is well received? Check all that apply.

Include only facts, not opinions.

Use an inductive outline and place the claim after the explanation.

Introduce the subject of the message without being judgmental.

 

4. Chapter 7 Review

Delivering bad-news messages is never easy; however, if you know the appropriate techniques to lessen the impact of the bad news, you will be more successful. These questions review delivering bad-news messages in a variety of situations.

 

Select the best definition of the closing of an indirect bad-news outline.

Closing: 

 

Read the scenario, and then answer the corresponding question.

Leslie needs to write a claim denial message. A customer submitted a message claiming a full refund for her ToastMe toaster oven. Unfortunately, the toaster oven is no longer under warranty, and Leslie’s company cannot offer the customer a full refund.

 

Review these outlines and determine the best one for the claim denial message Leslie will write.

Which is the best outline for the claim denial message Leslie will write?

 

OUTLINE # 1

Opening: Inform the customer that her claim has been denied.

Body:

1.
State the terms of the warranty.
2.
Review the warranty dates for the customer’s ToastMe.
3.
Offer a coupon for 25 percent off her next purchase or repair.
Closing: Review why the claim has been denied.

 

OUTLINE # 2

Opening: Use resale to highlight the merits of the ToastMe and its generous warranty.

Body:

1.
State the terms of the warranty.
2.
Review the warranty dates for the customer’s ToastMe.
3.
Refuse the claim.
4.
Offer a coupon for 25 percent off her next purchase or repair
Closing: Resell the excellent toaster-oven line that the company offers and end on a positive note.

 

OUTLINE # 3

Opening: Use resale to highlight the merits of the ToastMe and its generous warranty.

Body:

1.
Refuse the claim.
2.
Review the warranty dates for the customer’s ToastMe.
3.
Offer a coupon for 25 percent off her next purchase or repair.
Closing: Resell the excellent toaster-oven line that the company offers and remind her to review her warranty information.

 

When bad-news messages are well-developed, they can maintain professional relationships and build goodwill. Which of these guidelines should you follow to write an effective bad-news message? Check all that apply.

State the principal idea in the first sentence.

Be sure to present the explanations and reasons in a logical sequence.

Use an adequate number of supporting details.

Structure the message to meet legal and ethical requirements.

 

Remember that bad-news statements are most effective when they are appropriately placed within the message, make use of passive voice and positive language, and imply the refusal. Which of these is the most effective bad-news statement?

We will be happy to consider other proposals that address this topic.

While your proposal was not selected, we encourage you to resubmit next month.

Even though we appreciate your efforts, your proposal was not worthy of acceptance.

 

Read the scenario about delivering bad news, and then answer the corresponding question.

Dianne has prepared a message delivering constructive criticism about a recent spa visit. Her message clearly introduces the subject without immediately revealing the unpleasant news. She states the facts objectively without opinion and delivers constructive criticism. In closing, Dianne’s message refocuses on how unpleasant her experience was.

 

What advice would you give Dianne as she revises the closing for her message? Check all that apply.

Include a positive, forward-looking idea: “I look forward to many more visits to your spa.”

Refer to a pleasant aspect of the topic: “However, I’ll be back soon to purchase more pomegranate facial scrub.”

Include the sentence “Hopefully, my position is perfectly clear, and you understand where I’m coming from.”

 

Select the best definition of the opening of an indirect bad-news outline.

 

Jan needs to write a message refusing an employee’s request for a new cubicle. While the employee has some good employee qualities, it would be impractical and expensive to move her at this time.

 

Review these outlines and determine the best outline for Jan’s request refusal.

Which is the best outline for Jan’s request refusal?

 

OUTLINE # 1

Opening: Deny the request and indicate sincere remorse.

Body:

1.
Indicate the number of other employees who will also need to be accommodated.
2.
Reiterate the recent budget cuts.
3.
Remind her that this is only a temporary position. When she achieves partner status, she will have her choice of offices.
Closing: Reinforce the denial.

 

OUTLINE # 2

Opening: State that you are unaware of any studies citing improved productivity linked to desirable workspace.

Body:

1.
Deny the request.
2.
Reiterate the recent budget cuts.
3.
Offer to search through surplus to find a new file cabinet that would assist in the rearrangement of workspace.
Closing: Indicate willingness to reconsider in two years.

 

OUTLINE # 3 

Opening: Cushion the bad news with a sincere compliment about productivity and workspace.

Body:

1.
Explain that workspace is a resource that requires time and effort to reallocate and reassign.
2.
Indicate the number of other employees who will also need to be accommodated.
3.
Reiterate the recent budget cuts.
4.
Refuse the request, but offer to reconsider in the spring when most rearrangement of workspace happens.
Closing: Indicate willingness to accommodate the request in the future as funds and opportunities become available.

 

Place the principal idea (unpleasant idea or refusal) in the opening.

Include accurate information.

Point out the obvious mistakes in a faulty request.

Make sure the refusal or bad news is sufficiently clear.

 

Your credit request has been denied.

We accept credit request from those with a credit score of 680 or higher.

We are denying your request for credit because your credit score is low.

 

Barbara has prepared a claim denial. She has used an inductive outline and presented logical reasons before the refusal. In the closing of the message, Barbara restates the refusal.

 

What advice would you give Barbara as she revises the closing of this message? Check all that apply.

Determine what the main point of the message is.

Use resale or sales promotional material to focus on the positive and maintain goodwill.

Close positively by de-emphasizing the unpleasant part of the message.

 

Select the best definition of the body of an indirect bad-news outline.

 

Kenneth needs to send a message to a customer informing her that her credit application has been denied. The customer has missed several payments and is often late with payments to other retailers. Kenneth cannot afford to take an unnecessary risk.

 

Review these outlines and determine the best outline for Kenneth’s denial-of-credit message.

Which is the best outline for Kenneth’s denial-of-credit message?

OUTLINE # 1 

Opening: Build relationship and goodwill by thanking customer for her credit application.

Body:

1.
State the necessary credit approval guidelines.
2.
Provide a clear explanation of why the customer did not qualify.
3.
Refuse the credit request but offer to reconsider in the future.
Closing: Reinforce the relationship and accentuate the positive through a favorable statement about the company’s products.

 

OUTLINE # 2

Opening: Build relationship and goodwill by thanking the customer for her credit application.

Body:

1.
Refuse the credit request but offer to reconsider in the future.
2.
State the necessary credit approval guidelines.
Closing: Reinforce the relationship through resale and promotional material.

 

OUTLINE # 3

Opening: Build relationship and goodwill by thanking the customer for her credit application.

Body:

1.
Reinforce the relationship through resale and promotional material.
2.
State the necessary credit approval guidelines.
3.
Refuse the credit request but offer to reconsider in the future.
Closing: Restate the denial.

 

Be sufficiently clear with the principal idea (unpleasant idea or refusal).

Adapt the message to fit the culture of the organization.

Use accurate facts and figures.

Restate the refusal or bad news in the closing paragraph.

 

Al has written a refusal to a request made by his employee. Al’s message uses an inductive outline and provides sufficient, logical, recipient-focused explanations and reasons. He subordinated the refusal; however, his closing simply states, “Thanks for expressing your concerns.”

 

What advice would you give Al as he revises his closing? Check all that apply.

Avoid trite statements.

Express willingness to assist.

Close positively by emphasizing pleasant information.