HW 7

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School

Moorpark College *

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Course

M39

Subject

Business

Date

Apr 3, 2024

Type

pdf

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Uploaded by BaronThunder13344

BUS-M39 Homework Assignment 7 – Chapter 7 • This homework assignment is worth 20 points. • All work is to be typed, double-spaced, and 11 or 12-point font . • Assignments can only be submi?ed as MicrosoA Word or PDF documents. o I DO NOT ACCEPT Google document links, Pages, Numbers, or photos of work. • Submit through Canvas by the due date listed. Late work is not accepted. Part 1 of 3: Determine the Appropriate Sequence of Ideas: IdenOfy whether each of the following messages should be wri?en deducGvely or inducGvely based on the receiver’s likely reacOon to the message. ConGnue on the next page… Part 2 of 3: Choosing an EffecGve Channel: For each of the situaOons in the previous acOvity, decide which communicaOon channel would be most appropriate. Explain your reasoning. MESSAGE ANSWER a. A message from a customer service manager saying no to a customer’s third request for a refund that was previously denied. DeducOve b. A message from a company president to reject a contract proposal offered by an internaOonal business partner whose cultural style is direct and forthright. InducOve c. A message refusing a customer’s request to reduce his monthly payment for Internet services. He contends busy signals prevented him from connecOng most of the Ome InducOve d. A message from an automobile dealer informing a customer that the delivery of a custom-order vehicle will be delayed two months. InducOve e. A message from an appliance manufacturer authorizing the replacement of an under-the-counter ice machine that is sOll under warranty. DeducOve f. A message from a human resources manager refusing an employee’s request that the manager “fudge” to a lender about his reported income to help him qualify for a home loan. DeducOve g. A message from a financial planner apologizing for not placing an order to buy mutual funds for a customer. DeducOve h. A message from the chief financial oﬃcer of a local business agreeing to serve on a fund-raising commi?ee for a community service organizaOon. DeducOve i. A message extending appreciaOon for the outstanding work of a consulOng firm that spearheaded your successful effort to obtain ISO 9000 cerOficaOon. DeducOve SITUATION CHANNEL

Part 3 of 3: Revising for PosiGve Tone: Revise the following refusal sentences to ensure posiOve tone. a. We cannot accept an applicaOon sent aAer May 9. a. A message from a customer service manager saying no to a customer’s third request for a refund that was previously denied. Email or le?er because it is easier to deal with the issue without negaOvity and the message gets across. b. A message from a company president to reject a contract proposal offered by an internaOonal business partner whose cultural style is direct and forthright. Phone call, email, or face-to-face because the situaOon needs to be dealt with respec]ully especially with a partner who has a culture style that is direct. c. A message refusing a customer’s request to reduce his monthly payment for Internet services. Email or le?er because his internet may be diﬃcult to get him to answer a phone call. d. A message from an automobile dealer informing a customer that the delivery of a custom-order vehicle will be delayed two months. Email, le?er, or phone call because the informaOon being conveyed is negaOve which needs to be handled carefully. Refusal Sentence Revise with a PosiGve Tone a. We cannot accept an applicaOon sent aAer May 9. We considerately request that all applicaOons be sent by May 9 to make certain the applicaOon process runs smoothly. b. Employees cannot smoke in the building. To keep a safe and healthy environment for all employees, we respect your compliance and understaOng that smoking is not allowed in the building. c. I am sorry, but we cannot be responsible for the service charges on your car; the damage occurred at the dealership, not our factory We are very sorry for your situaOon, please understand that the service charges due to car damage took place at the dealership which is not in our area of responsibility. d. Your request for transfer to the London oﬃce has been denied We regret to inform you that your transfer to the London oﬃce cannot happen at this Ome.

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HW 7

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