To critically think about:
Identify and analyze the message strategy suitable for a situation where an overcharge has occurred for a long term customer due to a glitch in the system, is sent to the customer.
Introduction:
Routine business messages:
In business communication, the routine messages check the “who, what, where, when, why, and, how” in an operation. This includes areas such as order confirmations, bug reports, contract terms, etc.
Positive business messages:
Includes the positivity in a business communication by being clear, encouraging, considerate, and straight to the point. This makes sure that the receiver interprets the intended message sent accurately and with a good mindset.
Negative business messages:
Messages that include delivering a bad news, making sure the receiver accepts the news, maintaining the benevolence of the reader, maintaining company reputation, and minimizing future correspondence on the matter.
Persuasive business messages:
Includes a situation where an attempt of changing someone’s attitudes, beliefs, or action is in consideration. These have a complex mix of listening, speaking, and tweaking the messages to align with the motivations of the audience.
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Chapter 10 Solutions
Excellence in Business Communication (11th Edition)
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