How can the six Cs of communication be used to write messages that are tailored to the reader's needs?
What will be an ideal response?
By using the six Cs of communication, you can write messages tailored to the reader's needs.
Your writing should be:
a) Clear: Use specific information, direct wording, and transitions. Replace specialized terms
and jargon with words familiar to readers.
b) Complete: Include all pertinent details so the reader has all the information needed to make
a decision.
c) Concise: Get to the point quickly without being abrupt, curt, or rude. Cut irrelevant words,
sentences, or paragraphs. You will save your reader time and improve the quality of your letter
or memo.
d) Consistent: Use the same treatment for similar items, such as using courtesy titles and
abbreviations of states. Also, use formatting techniques such as indenting, numbering, and
single- or double-spacing consistently throughout a document.
e) Correct: Verify that the information is accurate, and check the document for correct
grammar, usage, spelling, and punctuation.
f) Courteous: Write your message with the reader's viewpoint in mind.
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a. True b. False Indicate whether the statement is true or false
According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________
A) increasing customer expectations of what the firm will deliver improve the perceptions of overall service quality B) increasing customer expectations of what the firm will deliver decrease the perceptions of overall service quality C) decreasing customer expectations of what the firm should deliver decrease the perceptions of overall service quality D) decreasing customer expectations of what the firm will deliver improve the perceptions of overall service quality E) increasing customer expectations of what the firm should deliver improve the perceptions of overall service quality
An employee decides to steal cash from his/her employer. What would be the best way to conceal such a fraud?
a. Record the stolen cash as an expense. b. Writing down accounts payable for a supplier. c. Increasing accounts receivable from a customer. d. Writing down as dividend paid to shareholders.
Which of the following is a disadvantage when a business accepts credit cards or debit cards from customers?
A) The business bears the responsibility of collecting cash from the customer. B) The business bears the risk of nonpayment by the customer. C) The business pays a processing fee. D) The business checks customers' credit ratings.