Tanya works as a customer care executive at the Squimm Group, a watchmaking company. She received a letter of complaint from a customer saying one of their watches was faulty, and he wanted a replacement
Tanya followed up by sending the customer a letter saying, "We would be happy to replace the watch if you mail or fax methe relevant receipt." What action did Tanya take?
a. Develop goodwill
b. Deliver bad news tactfully
c. Overuse intensifiers
d. Use subordination
A
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All of the following are questions that should be asked before writing a news release EXCEPT
A) what is the key message? B) how can I put the most positive spin on this situation? C) who is the primary audience? D) what does the target audience gain from the product or service? E) all of the above
In a public policy debate, the greater "burden of proof" lies with ______
A) the advocate of the most unpopular position B) the defender of an existing policy or program C) the advocate with the weakest credibility D) the advocate of a new policy or program
If you need help doing research for your speech, reference librarians can be helpful because they are trained to find and evaluate information.
Answer the following statement true (T) or false (F)
In the context of the key concepts of Standpoint Theory, ________ means something about our identity, and it may be best defined by its opposition to silence.
A. voice B. equivocality C. speech act D. rhetoric