Insert for Critical Thinking Exercises, Chp 4

Flatley/Lentz/Rentz, M: Business Communication, 2/e

Chapter 4 Using an Appropriate Style

Critical Thinking Questions

1. Explain how you would apply the basic principle of adaptation to your choice of words for each of the following writing tasks: a. An editorial in a company newsletter. b. A message to Joan Branch, a supervisor of an information systems department, concerning a change in determining project priorities. c. A report to the chief engineer on a technical topic in the engineer’s field. d. A message to employees explaining a change in pension benefits. e. A letter to company stockholders explaining a change in company reporting dates. 2. Evaluate this comment: “I’m not going to simplify my writing for my readers. That would be talking down to them. Plus, if they can’t understand clear English, that’s their problem.” (LO1) 3. “Some short words are hard, and some long words are easy. Thus, the suggestion to prefer short words doesn’t make sense.” Discuss. (LO1) 4. “It is important to use business clichés like cutting edge and state of the art to sound professional.” Discuss. (LO2) 5. “Because technical language typically consists of acronyms and long, hard words, it contributes to miscommunication. Thus, it should be avoided in all business communication.” Discuss. (LO2) 6. Using examples other than those in the book, identify some technical terms that would communicate effectively to others in the field but would need to be clarified for those outside the field. (LO2) 7. Define and give examples of active and passive voice. Explain when each should be used. (LO3) 8. Style experts advise against monotonous-sounding writing – that is, writing that has a droning, “blah-blah” effect when read aloud. What advice in this chapter might help you avoid a monotonous style? (LO1, LO3) 9. List synonyms (words with similar meanings) for each of the following terms. Then explain the differences in shades of meaning as you see them. (LO4) a. sales person b. co-worker c. tell d. happiness e. customer f. boss g. misfortune h. inquire i. stop j. lie k. mistake

Chapter 4: Using an Appropriate Style 1 Flatley/Lentz/Rentz, M: Business Communication, 2/e

10. Discuss this statement: “When I use he, him or his as a generic pronoun, I am not discriminating against women. For many years these words have been accepted as referring to both sexes, and that’s the meaning I have in mind when I use them.” (LO5) 11. How are sentence length and sentence design related to adaptation? 12. Discuss this comment: “Long, involved sentences tend to be difficult to understand. Therefore, the shorter the sentence, the better.” (LO6) 13. Discuss ways to give ideas more or less emphasis in your sentences. Illustrate with examples. (LO7) 14. Explain how the concept of unity can apply equally well to a sentence and to a paragraph. (LO8, LO9) 15. What are the principle causes of lack of unity in sentences? (LO8) 16. This chapter discusses several kinds of illogical wording in sentences. Give an example, explain the problem, and correct it. (LO8) 17. Discuss this comment: “Words carry the message. They would carry the same meanings with or without paragraphing. Therefore, paragraphing has no effect on communication.” (LO9) 18. Defend the use of short paragraphs in business writing. (LO9) 19. “Topic sentences merely repeat what the other sentences in the paragraph say. As they serve only to add length, they should be eliminated.” Discuss. (LO9) 20. Discuss and illustrate the three main transitional devices. (LO9) 21. “Our normal conversation is filled with error. Typically, it is crude and awkward. So why make our writing sound conversational?” Discuss. (LO10) 22. “If a company really wants to impress the readers of its messages, the messages should have an impersonal style ad should include the latest business expressions.” Discuss. (LO10) 23. “If you can find words, sentences, or phrases that cover a general situation, why not use them every time that general situation comes about? Using such rubber stamps saves time, and in business time is money.” (LO10) 24. Discuss this comment: “The you-viewpoint is insincere and deceitful.” (LO11) 25. Evaluate this comment: “It’s hard to argue against courtesy. But businesspeople don’t have time to spend extra effort on it. Anyway, they want their documents to go straight to the point – without wasting words and without sugar coating.” (LO11) 26. “I like writers who shoot straight. When they are happy, you know it. When they are angry, they let you know.” Discuss. (LO11) 27. A writer wants to include a certain negative point in a message and to give it little emphasis. Discuss each of the three basic emphasis techniques as they relate to what can be done. (LO12) 28. Imagine that a customer has written to complain about the lack of attention that she received when visiting a paint store. The manager’s responding letter explains why the sales staff was so busy, offers to make a special appointment with the customer to discuss her decorating needs, and then ends with the following paragraph:

We do apologize again for any inconvenience that this situation caused you. We thank you for your understanding. Please do not hesitate to

contact us again if we ever fall short of the superior service that you have come to expect from us.”

If the manager asked for your feedback on this letter, what would you say? It’s full of polite expressions. Is it a good concluding paragraph? Discuss. (LO10-LO12)

Critical Thinking Exercises

Using Familiar Words (LO1) Instructions, Sentences 1-20: Assume that your readers are at about the 10th-grade level in education. Revise these sentences for easy communication to this audience.

1. We must terminate all deficit financing. 2. We must endeavor to correct this problem by expediting delivery. 3. A proportionate tax consumes a determinate apportionment of one’s monetary flow. 4. Business has an inordinate influence on governmental operations. 5. It is imperative that consumers be unrestrained in determiningtheir preferences. 6. Mr. Sanchez terminated Kevin’s employment as a consequence of his ineffectual performance. 7. Our expectations are that there will be increments in commodity value. 8. Can we ascertain the types of customers that have a predisposition to utilize our instant-credit offer? 9. The preponderance of the businesspeople we consulted envisioned signs of improvement from the current siege of economic stagnation. 10. If liquidation becomes mandatory, we shall dispose of these assets first. 11. Recent stock acquisitions have accentuated the company’s current financial crisis. 12. Mr. Coward will serve as intermediary in the pending labor-management parley. 13. Ms. Smith’s idiosyncrasies supply adequate justification for terminating her employment. 14. Requisites for employment by this company have been enhanced. 15. The unanimity of current forecasts is not incontrovertible evidence of an impending business acceleration. 16. People’s propensity to consume is insatiable. 17. The company must desist from its deficit financing immediately. 18. This antiquated merchandising strategy is ineffectual in contemporary business operations. 19. Percentage returns on common stockholders’ equity averaged 23.1 for the year. 20. The company’s retained earnings last year exceeded $2,500,000.

Using Technical Words Appropriately (LO2)

21. From a scholarly business journal, select a paragraph (at least 150 words long) that would be difficult for a student less advanced in the subject than you. Rewrite the paragraph so that this student can understand it easily.

Instructions, Sentences 22-48: Revise these sentences to make them conform to the writing suggestions discussed in the book. They are grouped by the suggestion they illustrate.

Selecting Concrete Words (LO3)

22. We have found that young men are best for this work. 23. She makes good grades. 24. John lost a fortune in Las Vegas. 25. If we don’t receive the goods soon, we will cancel. 26. Some years ago she made good money. 27. His grade on the aptitude test was not high. 28. Here is a product with very little markup. 29. The cost of the online subscription was reasonable. 30. We will need some new equipment soon.

Limiting Use of Passive Voice (LO3)

31. Our action is based on the assumption that the competition will be taken by surprise. 32. It is believed by the typical union member that his or her welfare is not considered to be important by management. 33. You were directed by your superior to complete this assignment by noon. 34. It is believed by the writer that this company policy is wrong. 35. The union was represented by Cecil Chambers. 36. These reports are prepared by the salespeople every Friday. 37. Our decision is based on the belief that the national economy will improve.

Avoiding Camouflaged Verbs (LO3)

38. It was my duty to make a determination of the damages. 39. Harold made a recommendation that we fire Mr. Schultz. 40. We will ask him to bring about a change in his work routine. 41. This new equipment will result in a savings in maintenance. 42. Will you please make an adjustment on this invoice? 43. Implementation of the plan was effected by the crew. 44. Approval of all orders must be made by the chief. 45. A committee performs the function of determining the award. 46. Adaptation to the new policy was performed easily by the staff. 47. Verification of the amount is made daily by the auditor. 48. The president tried to effect a reconciliation of the two groups.

Selecting Precise Words (LO4) Instructions, Sentences 49-59: Following is an exercise in word precision. Explain the differences in meaning for the word choices shown. Point out any words that are wrongly used.

49. Performance during the fourth quarter was (average)(mediocre). 50. The merchandise is (old) (antique) (secondhand) (preowned) (used). 51. The machine ran (continually) (continuously). 52. The mechanic is a (woman) (lady) (female). 53. His action (implies) (infers) that he accepts the criticism. 54. Her performance on the job was (good) (topnotch) (excellent) (superior). 55. On July 1 the company will (become bankrupt) (close its doors) (go under) (fail). 56. The staff members (think) (understand) (know) the results were satisfactory. 57. I cannot (resist) (oppose) her appointment. 58. Did you (verify) (check) (look over) these figures? 59. This is an (effective) (effectual) (efficient) plan.

Using Proper Idiom (LO4) Instructions, Sentences 60-67: These sentences use faulty idioms. Make any changes you think are necessary.

60. The purchasing officer has gone in search for a substitute product. 61. Our office has become independent from the Dallas office. 62. This strike was different than the one in 2000. 63. This letter is equally as bad. 64. She is an authority about mutual funds. 65. When the sale is over with, we will restock. 66. Our truck collided against the wall. 67. We have been in search for a qualified supervisor since August.

Avoiding Discriminatory Language (LO5) Instructions, Sentences 68-77: Change these sentences to avoid discriminatory language.

68. Any worker who ignores this rule will have his salary reduced. 69. The typical postman rarely makes mistakes in delivering his mail. 70. A good executive plans his daily activities. 71. The committee consisted of a businessman, a banker, and a lady lawyer. 72. A good secretary screens all telephone calls for her boss and arranges his schedule. 73. An efficient salesman organizes his calls and manages his time. 74. Two employees represented our company: a Hispanic engineer and one of our young managers. 75. Three people applied for the job, including two well-educated black women. 76. Handicap parking spaces are strictly for use by the crippled. 77. He is one of the best gay designers in the city.

Managing Sentence Content (LO6, LO7) Instructions, Sentences 78-84: Make these sentences more readable by breaking them up or restructuring them.

78. Records were set by both the New York Stock Exchange Composite Index, which closed at 8,001.40 up 27.08 points, topping its previous high of 7,986.50, set Wednesday, and Standard & Poor’s 500 Index, which finished at 1,264.03, up 6.90, setting a five-day high. 79. Dealers attributed the rate decline to several factors, including expectations that the U.S. Treasury will choose to pay off rather than refinance some $4 billion of government obligations that fall due next moth, an action that would absorb even further the available supplies of short-term government securities, leaving more funds chasing skimpier stocks of the securities. 80. The Consumer Education Committee is assigned the duties of keeping informed of the qualities of all consumer goods and services, especially of their strengths and shortcomings, of gathering all pertinent information on dealers’ sales practices, with emphasis on practices involving honest and reasonable fairness, and of publicizing any of the information collected that may be helpful in educating the consumer. 81. The upswing in business activity that began in 2011 is expected to continue and possibly accelerate in 2012, and gross domestic product should rise by $544 billion, representing an 8 percent increase over 2011, which is significantly higher than the modest 2 percent increase of 2009. 82. As you will not get this part of Medicare automatically, even if you are covered by Social Security, you must sign up for it and pay $88.50 per month, which the government will match, if you want your physician’s bills to be covered. 83. Students with approved excused absences from any of the hour examinations have the option of taking a special makeup examination to be given during dead week or of using their average grade on their examinations in the course as their grade for the work missed. 84. Although we have not definitely determined the causes for the decline in sales volume for the month, we know that during this period construction on the street adjacent to the store severely limited traffic flow and that because of resignations in the advertising department promotion efforts dropped well below normal. 85. Instructions: Assume that you are the assistant manager of a hotel and are describing your hotel’s meeting room to a prospective customer who is thinking of holding a seminar there. Turn the following pieces of information into coherent writing, making paragraph breaks where you think appropriate. Be ready to explain why you grouped the information and managed the emphasis the way you did. You may need to add some words or information to make the facts flow smoothly.

We have a meeting room. It will be available on the date you requested. It can seat 100 people. The seating can be arranged to your specifications.

It is quiet. It is on the ground floor. It is not near the guest rooms. The lounge has live music on occasion. The lounge is at the opposite end of the hotel from the meeting room. The meeting room has a lectern. It has a projector. It has a screen. It has laptop hookup. We can rent additional equipment. We can rent it at no charge to you. The charge for the room is $300. This is the charge for one day.

Making Sentences Economical (LO6) Instructions, Sentences 86-113: Revise the following sentences for more economical wording.

86. In view of the fact that we financed the experiment, we were entitled to some profit. 87. We should see the prime lending rate increase in the near future. 88. I will talk to him with regard to the new policy. 89. The candidates who had the most money won. 90. There are many obligations that we must meet. 91. We purchased gloves that are lined with wool. 92. Mary is of the conviction that service has improved. 93. Sales can be detected to have improved over the last year. 94. It is essential that we take the actions that are necessary to correct the problem. 95. The chairperson is engaged in the activities of preparing the program. 96. Martin is engaged in the process of revising the application. 97. You should study all new innovations in your field. 98. In all probability, we are likely to suffer a loss this quarter. 99. The requirements for the job require a minimum of three years of experience. 100. In spite of the fact that the bill remains unpaid, they placed another order. 101. We expect to deliver the goods in the event that we receive the money. 102. In accordance with their plans, company officials sold the machinery. 103. This policy exists for the purpose of preventing dishonesty. 104. The salespeople who were most successful received the best rewards. 105. The reader will note that this area ranks in the top 5 percent in per capita income. 106. Our new coats are made of a fabric that is of the wrinkle-resistant variety. 107. Our office is charged with the task of counting supplies not used in production. 108. Losses caused by the strike exceeded the amount of $640,000. 109. This condition can be assumed to be critical. 110. Our goal is to effect a change concerning the overtime pay rate. 111. Mr. Wilson replaced the old antiquated machinery with new machinery. 112. We must keep this confidential information from being shared with others.

113. The consensus of opinion of this group is that Wellington was wrong.

Wording Sentences Logically (LO8) Instructions, Sentences 114-128: Revise the following to eliminate illogical and awkward wording.

114. Because the Swift Company has a service-oriented culture is the reason it supports all forms of volunteerism. 115. On the night of your party, we experienced a rare occurrence with our seafood supplier canceling at the last minute. 116. Our staff is among the best as we strive for the highest level of customer service. 117. Thank you for your feedback that will help us continue to improve. 118. The meeting room you have reserved has a projector, Internet access, and will enable your attendees to hear the trainer easily. 119. As a five-star hotel, our guests’ satisfaction is our top priority. 120. Upon review of the facts, the problem was a short in the wiring. 121. This streamlined process will save us so much money. 122. In order to accommodate your request, please make your reservation by the end of October. 123. On behalf of the management team, I appreciate your extra work on the project. 124. As a member of the marketing staff, the best person to consult on this project is Allal. 125. During tomorrow’s staff meeting we will discuss our progress on the new ad campaign and how well the installation of the new software is going. 126. As far as phone-call monitoring, I believe we should try other methods first. 127. Through our research of three local charities we feel that each one would be a good one to sponsor. 128. Each department will now have access to update its section of the website.

Managing Paragraph Focus (LO9) Instructions, Paragraphs 129-133: Rewrite the following paragraphs in two ways to show different placement of the topic sentence and variations in emphasis of contents. Point out the differences in meaning in each of your paragraphs. (You may change some of the wording as needed.)

129. Jennifer has a good knowledge of office procedures. She works hard. She has performed her job well. She is pleasant most of the time, but she has a bad temper, which has led to many personal problems with the work group. Although I cannot recommend her for promotion, I approve a 5 percent raise for her. 130. Last year our sales increased 7 percent in California and 9 percent in Arizona. Nevada had the highest increase, with 14 percent. Although all states in the western region enjoyed increases, Oregon recorded only a 2 percent gain. Sales in Washington increased 3 percent. 131. I majored in marketing at Darden University and received a B.S. degree in 2011. Among the marketing courses I took were marketing strategy, promotion, marketing research, marketing management, and consumer behavior. These and

other courses prepared me specifically for a career in retailing. Included, also, was a one-semester internship in retailing with Macy’s Department Stores. 132. Our records show that Penn motors cost more than Oslo motors. The Penns have less breakdown time. They cost more to repair. I recommend that we buy Penn motors the next time we replace worn-out motors. The longer working life offsets Penn’s cost disadvantage. So does its better record for breakdown. 133. Recently China ordered a large quantity of wheat from the United States. Likewise, Germany ordered a large quantity. Other countries continued to order heavily, resulting in a dramatic improvement in the outlook for wheat farming. Increased demand by Eastern European countries also contributed to the improved outlook.

Using a Conversational Style (LO10) Instructions, Sentences 134-142: Rewrite the following in conversational style.

134. I hereby acknowledge receipt of your July 7 letter. 135. Anticipating your reply by return mail, I remain . . . 136. Attached please find receipt requested in your May 1st inquiry. 137. You are hereby advised to endorse enclosed proposal and return same to the undersigned. 138. This is to advise that henceforth all invoices will be submitted in duplicate. 139. Kindly be advised that permission is hereby granted to delay remittance until the 12th. 140. Replying to your letter of the 3rd, we deem it a great pleasure to accept your kind offer to serve on the committee. 141. Please be advised that, with regard to the above invoice, this office finds that partial payment of #312 was submitted on delivery date. 142. Kindly advise the undersigned as to your availability for participation in the program.

Using the You-Viewpoint (LO11) Instructions, Sentences 143-156: Write the following using you-viewpoint.

143. Company policy requires that you must submit the warranty agreement within two weeks of sale. 144. We will be pleased to deliver your order by the 12th. 145. We have worked for 37 years to build the best lawn mowers for your customers. 146. Today we are shipping the goods you ordered February 3. 147. (From an application letter) I have seven years of successful experience selling office supplies. 148. (From an email to employees) We take pleasure in announcing that, effective today, the Company will give a 20 percent discount on all purchases made by employees. 149. We are happy to report approval of your application for membership. 150. Items desired should be checked on the enclosed order form. 151. Our long experience in the book business has enabled us to provide the best

customer service possible. 152. So that we can sell at discount prices, we cannot permit returns of sale merchandise. 153. We invite you to buy from the enclosed catalog. 154. We give a 2 percent discount when payment is made within 10 days. 155. I am pleased to inform you that I can grant your request for payment of travel expenses. 156. We cannot permit you to attend classes on company time unless the course is related to your work assignment.

Accenting the Positive (LO12) Instructions, Sentences 157-171:Underscore all negative words in these sentences. Then rewrite the sentences for positive effect. Use your imagination to supply situation information when necessary.

157. Your misunderstanding of our January 7 email caused you to make this mistake. 158. We hope this delay has not inconvenienced you. If you will be patient, we will get the order to you as soon as our supply is replenished. 159. We regret that we must call your attention to our policy of prohibiting refunds for merchandise bought at discount. 160. Your negligence in this matter caused the damage to the equipment. 161. You cannot visit the plant except on Saturdays. 162. We were disappointed to learn from your July 7 email that you are having trouble with our Model 7 motor. 163. Tuff-Boy work clothing is not made from cloth that shrinks or fades. 164. Our Stone-Skin material won’t do the job unless it is reinforced. 165. Even though you were late in paying the bill, we did not disallow the discount. 166. We were sorry to learn of the disappointing service you have had from our sales force, but we feel we have corrected all mistakes with recent personnel changes. 167. We have received your complaint of the 7th in which you claim that our product was defective and have thoroughly investigated the matter. 168. I regret the necessity of calling your attention to our letter of May 1. 169. We have received your undated letter, which you sent to the wrong office. 170. I regret to have to say that I will be unable to speak at your conference, as I have a prior commitment. 171. Do not walk on the grass.

Chapter 4: Using an Appropriate Style 10