Module 1
Business Communication, Management, and Success
Answers to Textbook Assignments
Questions for Comprehension
1.1 What are the three basic purposes of business messages?
To inform, request or persuade, and build goodwill.
1.2 What are the five basic criteria for messages?
Good business and administrative writing is clear, complete, and correct; saves the
reader’s time; and builds goodwill.
1.3 What does PAIBOC stand for?
Purposes, audience(s), information, reader benefits, objection(s), and context.
1.4 Why do you need to understand the purposes, audience, and context for a
message to know whether a specific set of words will work?
,Purpose identifies what organizational problem the message will serve, what it must
do to meet the writer’s needs, and what the writer wants readers to do, think, or
feel. The audience helps shape the content of the writer’s message, as well as the
choice of language and detail. Context helps writers understand the current state of
affairs for the organization or audience. Writers must choose words carefully to
address concerns for each of these areas.
1.5 Why do writing and speaking become even more important as people rise
in the organization?
As employees rise in an organization, they are likely to have to write and speak
more, as well as be responsible for supervising or reviewing the presentations and
writing of others. Most organizations expect their managers and supervisors to
possess strong communication skills—and demonstrate them effectively in
correspondence, meetings, and face-to-face interaction. Though technical skills are
important for a job, strong communication skills can help separate an individual
from the pack.
1.6 If you’re just looking for a low-level job, why is it still useful to be able to
write and speak well?
All jobs require communication skills, and to get a job in the first place, potential
employees usually must write an effective resume and job application letter, as well
as interview well. Employees who are hired or promoted often demonstrate good
communication skills, not just technical knowledge or experience.
1.1 What opportunities do you have in volunteer or student organizations to
do real “business writing” while you’re in school?
Students’ answers will vary. Most students will have a multitude of possibilities—
campus honoraries, fraternities and sororities, work-study and part-time jobs,
internships and co-ops, and charity organizations are just a few. Students may also
have personal correspondence—with banks, landlords, auto dealers, and the college
or university—that could qualify as business correspondence.
,1.8 Letters for discussion: Landscape Plants
Letter 1
The salutation is too formal and assumes that Pat is a man.
The letter lacks you-attitude. The point the reader cares about—whether a
replacement will be sent—comes at the end, not at the beginning as it should.
The reason for the defective shipment should be omitted. It does not reflect credit
on the company. The reader doesn’t care about the punishment.
The replacement sounds grudging. The emphasis on the inconvenience to the seller
should be omitted.
The last paragraph lacks success-consciousness. It implies that the writer is not sure
that the shipment will arrive safely. It implies that “complaining” about not getting
what one paid for is a breach of etiquette, not part of accepted business practice.
Because we are giving the reader what he or she asked for, the reader should be
happy. The recipient of this letter, however, is unlikely to respond positively.
Letter 2
The salutation is too informal—even if that’s what the writer calls the reader in
person.
, The good news is buried. The beginning and end are positions of emphasis. Here, the
beginning is negative, and the ending is inaccurate.
The reason given for the wilted plants does not inspire confidence in the company. It
should be omitted.
The style is too informal. The humor doesn’t work.
The letter doesn’t specify when the replacement plants will arrive.
The reader wants a replacement for an order that costs $572, not $372. It’s probably
a typo, but that sort of error is unacceptable.
The letter lacks you-attitude. The emphasis is on what the writer is doing for the
reader, not on what the reader gets.
Letter 3
The customer’s last name is “Sykes,” not Smith. The courtesy title assumes that Pat
Sykes is a man. The company should be certain of the writer’s gender before using
any courtesy title.
The letter accuses the customer of being responsible for the condition of the plants.
The tone of the letter is condescending. Even if the writer wants more evidence or
plans to deny the claim, doubting the reader’s word never builds goodwill.
Business Communication, Management, and Success
Answers to Textbook Assignments
Questions for Comprehension
1.1 What are the three basic purposes of business messages?
To inform, request or persuade, and build goodwill.
1.2 What are the five basic criteria for messages?
Good business and administrative writing is clear, complete, and correct; saves the
reader’s time; and builds goodwill.
1.3 What does PAIBOC stand for?
Purposes, audience(s), information, reader benefits, objection(s), and context.
1.4 Why do you need to understand the purposes, audience, and context for a
message to know whether a specific set of words will work?
,Purpose identifies what organizational problem the message will serve, what it must
do to meet the writer’s needs, and what the writer wants readers to do, think, or
feel. The audience helps shape the content of the writer’s message, as well as the
choice of language and detail. Context helps writers understand the current state of
affairs for the organization or audience. Writers must choose words carefully to
address concerns for each of these areas.
1.5 Why do writing and speaking become even more important as people rise
in the organization?
As employees rise in an organization, they are likely to have to write and speak
more, as well as be responsible for supervising or reviewing the presentations and
writing of others. Most organizations expect their managers and supervisors to
possess strong communication skills—and demonstrate them effectively in
correspondence, meetings, and face-to-face interaction. Though technical skills are
important for a job, strong communication skills can help separate an individual
from the pack.
1.6 If you’re just looking for a low-level job, why is it still useful to be able to
write and speak well?
All jobs require communication skills, and to get a job in the first place, potential
employees usually must write an effective resume and job application letter, as well
as interview well. Employees who are hired or promoted often demonstrate good
communication skills, not just technical knowledge or experience.
1.1 What opportunities do you have in volunteer or student organizations to
do real “business writing” while you’re in school?
Students’ answers will vary. Most students will have a multitude of possibilities—
campus honoraries, fraternities and sororities, work-study and part-time jobs,
internships and co-ops, and charity organizations are just a few. Students may also
have personal correspondence—with banks, landlords, auto dealers, and the college
or university—that could qualify as business correspondence.
,1.8 Letters for discussion: Landscape Plants
Letter 1
The salutation is too formal and assumes that Pat is a man.
The letter lacks you-attitude. The point the reader cares about—whether a
replacement will be sent—comes at the end, not at the beginning as it should.
The reason for the defective shipment should be omitted. It does not reflect credit
on the company. The reader doesn’t care about the punishment.
The replacement sounds grudging. The emphasis on the inconvenience to the seller
should be omitted.
The last paragraph lacks success-consciousness. It implies that the writer is not sure
that the shipment will arrive safely. It implies that “complaining” about not getting
what one paid for is a breach of etiquette, not part of accepted business practice.
Because we are giving the reader what he or she asked for, the reader should be
happy. The recipient of this letter, however, is unlikely to respond positively.
Letter 2
The salutation is too informal—even if that’s what the writer calls the reader in
person.
, The good news is buried. The beginning and end are positions of emphasis. Here, the
beginning is negative, and the ending is inaccurate.
The reason given for the wilted plants does not inspire confidence in the company. It
should be omitted.
The style is too informal. The humor doesn’t work.
The letter doesn’t specify when the replacement plants will arrive.
The reader wants a replacement for an order that costs $572, not $372. It’s probably
a typo, but that sort of error is unacceptable.
The letter lacks you-attitude. The emphasis is on what the writer is doing for the
reader, not on what the reader gets.
Letter 3
The customer’s last name is “Sykes,” not Smith. The courtesy title assumes that Pat
Sykes is a man. The company should be certain of the writer’s gender before using
any courtesy title.
The letter accuses the customer of being responsible for the condition of the plants.
The tone of the letter is condescending. Even if the writer wants more evidence or
plans to deny the claim, doubting the reader’s word never builds goodwill.
