May 9, 2011 AB - Business messages have one of three...

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Business messages have one of three possible purposes: To inform To request To persuade --and always, for each, to build goodwill Goodwill ??? What’s that ???
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What is communication? “Communication is the transmission of information and meaning from one individual or group to another.” -M. E. Guffey, Business Communication, p. 10
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When is communication successful? “The process of communication is successful only when the receiver understands an idea as the sender intended it.” -M. E. Guffey, Business Communication, p. 10
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1.Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 5. Feedback travels to sender The Communication Process 6. Possible additional feedback to receiver
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Scenario: Your garden store sells and ships plants across the country. Today, you received a letter from a new customer named James Clark. The letter says the rose plants you shipped were dry and wilted when they arrived. The customer would like a replacement shipment right away.
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The inflated, wordy language, impersonal content, unclear main point, and poor “you” view would probably confuse the reader and not build goodwill. Dear Sir or Madam: Your letter of the 5th has come to the attention of the undersigned. Please be advised that it is our policy to make adjustments pursuant to the terms and conditions enumerate d on our Acknowledgement of Order. If a refund
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This note was uploaded on 09/20/2011 for the course COMM 2290 taught by Professor All during the Spring '11 term at Saint Mary's University Texas.

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May 9, 2011 AB - Business messages have one of three...

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