Critical Thinking Questions

Critical Thinking Questions (for Practice Only)

Instructions/Descriptions

Critical Thinking Questions (for Practice Only)

[Order Now]

1. 1. When is the direct order appropriate in inquiries? When would you use the indirect order? Give examples. (LO1)Directness is appropriate when the reader is likely to receive the message positively or neutrally. Indirectness is appropriate when the message is likely to be received negatively. As will be noted in Chapter 6, however, some exceptions occur (for example, when a negative inquiry will be accepted routinely or when one feels the reader will appreciate directness). The examples the students give will have to be judged on merit.
3. “Explanations in inquiries merely add length and should be eliminated.” Discuss. (LO3)Explanations often help the reader to answer the inquiry.
   [Order Now]
4. 3. Discuss why just reporting truthfully may not be a sufficient strategy for handling negative information in messages answering inquiries. (LO4)A true but negative statement presented without concern for its effect may get more emphasis than it deserves. Negative information stands out. The effect would be to give a wrong impression. For example, to report that “John Smith once spent a night in jail” might overshadow all else that is reported about him. If John Smith is basically a good person, it might be necessary to de-emphasize this negative point by positioning and wording it carefully.
6. 4. Defend a policy of doing more than asked in answering routine inquiries. Can the policy be carried too far? (LO4)Doing the “extras” is really just being friendly. It is behaving as most of us like to behave in our personal relationships. The result can pay off in goodwill benefits. After all, treating people the way they like to be treated creates goodwill. In business, goodwill is worth money. Yes, the policy can be overdone.
7. 5. What can acknowledgment messages do to build goodwill? (LO5)One can build goodwill by writing friendly, considerate, and helpful acknowledgment messages. In such messages one can use warm and personal language and can do the “extras” that make customers like the company. One can express appreciation for the order, welcome a new customer, and include resale material in the message (to enhance the customer’s opinion of the company’s products).
8. 6. Discuss situations where the following email forms of an order acknowledgment would be preferred: form message and a special message. (LO5)A form message would be preferred when the order is a standard one, fitting all factors covered in the message. The special letter would be preferred for unusual circumstances that need explanation, such as substituting merchandise, changing shipping dates, or other complications.
9. 7. Discuss how problems (vague orders, back orders) should be handled in messages acknowledging orders. (LO5)
   [Order Now]
   Vague and back orders can be handled directly when the information is likely to be accepted as routine. When it is likely that the customer will be upset by the news, tact should be used. When tact is required, the negative news usually is subordinated by position and by words. That is, it is not placed in a position of emphasis; and the words used are carefully selected so that they do not emphasize the negative aspects of the situation.
10. 8. Why is it usually advisable to do more than just grant the claim in an adjustment-grant message? (LO7)One who makes a claim may have reason to question the quality of the good or service involved. Unless his or her confidence in the good or service is restored, future business may be lost. Thus, often it is advisable to try to explain what happened or to do whatever is needed to regain the lost confidence.

9. 9. Discuss the use of directness in internal-operational communications. Why is it desirable? Can it be over- done? When might indirectness be appropriate? (LO8)

Most of these messages concern the company’s work. The participants know that their messages will be interpreted impersonally. Thus, they can engage in straightforward but courteous communication. It can be overdone if one becomes too frank—that is, if courtesy is not apparent. Indirectness is in order when the reader’s reaction to the message is likely to be negative.

Critical Thinking Questions (for Practice Only)

PLACE THE ORDER WITH US TODAY AND GET A PERFECT SCORE!!!