WGU D081 Version
5/QBM3 Task 1 and Task 2
Updated with complete
solution.
Task 1 – Scenario
You are a business analyst at BrightPath Logistics. A recent shipment was delayed
due to internal processing errors, resulting in a dissatisfied client, FarmFresh
Organics. The operations director asks you to:
Evaluate the communication failure,
Provide an analysis of audience and purpose, and
Write a revised, professional message to repair the relationship.
Task 1 – Questions & Answers
1. Identify two communication issues that caused the client dissatisfaction.
Answer:
Lack of timely notification: The operations team identified the error but never
informed the client until the delivery was already late.
,Inadequate message clarity: Updates sent to the client used vague language
(“unexpected processing delays”), without explaining whether the shipment was
located, when it would arrive, or what corrective actions were taken.
2. Explain how understanding the client’s audience characteristics can improve
communication.
Answer:
FarmFresh Organics is a B2B food distributor whose inventory must meet freshness
standards. Their audience values timeliness, detail, and accuracy. Recognizing this
means messages should provide:
Specific delivery timelines
Clear corrective actions
Assurance of quality control
Understanding these characteristics helps the sender craft more precise, actionable,
and relevant updates to the client.
3. Explain the purpose of the message you will send to the client.
Answer:
The purpose is to:
Acknowledge the shipping failure
Accept responsibility
Provide a clear explanation of the cause
Reassure the client that preventive steps are in place
, Maintain the business relationship through a respectful, solution-focused tone
4. Identify the appropriate channel for this message and justify your choice.
Answer:
The best channel is email, because:
It creates a written record
It is formal but not overly intrusive
It allows detailed explanations and supporting documents
It is standard for B2B communication involving service issues
5. Rewrite the message using professional tone, clarity, and audience awareness.
Answer:
Revised Message:
Hello Ms. Carter,
I want to sincerely apologize for the delay in your shipment scheduled for December
8. We identified an internal processing error that prevented the order from being
released on time. Our team has completed a full review and corrected the issue, and
your shipment is now scheduled to arrive tomorrow by 10:00 a.m.
To prevent this from happening again, we have added an additional verification step
to our order workflow and updated our tracking alerts to ensure immediate
notification to our partners.
5/QBM3 Task 1 and Task 2
Updated with complete
solution.
Task 1 – Scenario
You are a business analyst at BrightPath Logistics. A recent shipment was delayed
due to internal processing errors, resulting in a dissatisfied client, FarmFresh
Organics. The operations director asks you to:
Evaluate the communication failure,
Provide an analysis of audience and purpose, and
Write a revised, professional message to repair the relationship.
Task 1 – Questions & Answers
1. Identify two communication issues that caused the client dissatisfaction.
Answer:
Lack of timely notification: The operations team identified the error but never
informed the client until the delivery was already late.
,Inadequate message clarity: Updates sent to the client used vague language
(“unexpected processing delays”), without explaining whether the shipment was
located, when it would arrive, or what corrective actions were taken.
2. Explain how understanding the client’s audience characteristics can improve
communication.
Answer:
FarmFresh Organics is a B2B food distributor whose inventory must meet freshness
standards. Their audience values timeliness, detail, and accuracy. Recognizing this
means messages should provide:
Specific delivery timelines
Clear corrective actions
Assurance of quality control
Understanding these characteristics helps the sender craft more precise, actionable,
and relevant updates to the client.
3. Explain the purpose of the message you will send to the client.
Answer:
The purpose is to:
Acknowledge the shipping failure
Accept responsibility
Provide a clear explanation of the cause
Reassure the client that preventive steps are in place
, Maintain the business relationship through a respectful, solution-focused tone
4. Identify the appropriate channel for this message and justify your choice.
Answer:
The best channel is email, because:
It creates a written record
It is formal but not overly intrusive
It allows detailed explanations and supporting documents
It is standard for B2B communication involving service issues
5. Rewrite the message using professional tone, clarity, and audience awareness.
Answer:
Revised Message:
Hello Ms. Carter,
I want to sincerely apologize for the delay in your shipment scheduled for December
8. We identified an internal processing error that prevented the order from being
released on time. Our team has completed a full review and corrected the issue, and
your shipment is now scheduled to arrive tomorrow by 10:00 a.m.
To prevent this from happening again, we have added an additional verification step
to our order workflow and updated our tracking alerts to ensure immediate
notification to our partners.
