Tennessee College of Applied Technology, LivingstonBCOMM 789 ACTIVITY 7

Tennessee College of Applied Technology, LivingstonBCOMM 789

ACTIVITY 7.1: CHOOSING AN APPROPRIATE CHANNEL AND ORGANIZATIONAL PATTERN

Identify whether each of the following messages should be written deductively or inductively based on the receiver’s likely reaction to the message.

a.                     A message from a customer service manager saying no to a customer’s third request for a refund that was previously denied.

b.                     A message from a company president to reject a contract proposal offered by an international business partner whose cultural style is direct and forthright.

c.                     A message refusing a customer’s request to reduce his monthly payment for Internet services. He contends busy signals prevented him from connecting most of the time.

d.                     A message from an automobile dealer informing a customer that the delivery of a custom-order vehicle will be delayed two months.

e.                     A message from an appliance manufacturer authorizing the replacement of an under-the-counter ice machine that is still under warranty.

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.

g.                     A message from a financial planner apologizing for not placing an order to buy mutual funds for a customer.

h.                     A message from the chief financial officer of a local business agreeing to serve on a fund-raising committee for a community service organization.

i.                      A message extending appreciation for the outstanding work of a consulting firm that spearheaded your successful effort to obtain ISO 9000 certification.

j.                      A message acknowledging shipment of an order and extending credit to a first-time customer