Mid-Term Exams Fall 2023

Section One

Definitions (2 pts. each)

1.Communication

2.Verbal and Nonverbal Communication

3.Goodwill in Communication

4.Message Buffer

5.Internal and External Audiences

6.The You-Attitude

7.Semantic Analysis

8. Primary and Secondary Research

9.The CRAAP Test

10. Focus Groups

11. Connotations and Denotations

12.Ethnocentrism

Section Two

Short Answers (4 pts each)

1.What are some social media platforms that are-specific best practices for building goodwill? (L 2.6)

2. Why do businesses need to be able to communicate well? (Chapter One )

3.What are some nonverbal communication skills necessary for successful cross-cultural communications?
(LO 5-6).

4. What are the five steps in the communication process?

5.Why is intercultural or cross cultural communication increasingly important, and what must business communicators do to succeed?

6.Briefly, contrast high- and low- context cultures. Give an example of each

Section Three (25 pts)

Responding to Customers. ANSWER ONE QUESTION ONLY

You are a general manager at a grocery store checking your email when you read the two email messages below. Your task is to write a response back to both emails. As you do so, remember the lessons from this module, and seek to address your customers’ concerns—you may see the need to ask clarifying questions, but do not outright dismiss their complaints.

EMAIL COMPLAINT #1

Ticket: # 108182 – Unwanted commercial email messages sent to our mobile phones

Date: 8/28/2016 11:16:14 AM

City/State/Zip: Austin, Texas 78704

_________________________________________________________

Hello there,

I’d like to report a violation of my personal privacy. Ever since I signed up for your customer rewards card, I have been receiving hundreds of unwanted commercial email messages per month to my mobile phone. I have tried multiple times to unsubscribe from these email messages. I have clicked on the “Unsubscribe” button dozens of times and confirmed the unsubscribe request was received, but it has not stopped the email messages at all.

I have also tried calling the number on my rewards card and spoken with representatives numerous times, but the company has STILL not complied. I am still bombarded with hundreds of unwanted commercial email messages to my mobile phone. Upon speaking with other customers of yours, it seems like ALL of us are going through the exact same thing with you guys, so it isn’t just me who is affected by this spam. I don’t how to stop this these emails, and I’m about at my wits end, so I am hopeful that you can help.

Sincerely,

Peter Davis

EMAIL COMPLAINT #2

Ticket: # 1523292 – Product Quality

Date: 8/28/2016 2:31:08 PM

City/State/Zip: Austin, Texas 78704

_________________________________________________________

To whom it may concern,

On July 1st, I bought a six pack case of Greek yogurt at your store on SW Main Avenue and 5th Street. Unfortunately, this product not only did not meet any quality requirements, but it also gave me food poisoning.

I am extremely dissatisfied and disappointed with your products because after eating this yogurt, I had a serious allergic reaction. I had to be rushed to the local clinic. Thank goodness I did not allow my children to eat this product—I can only imagine what it could have done to them. Considering that I have had this product multiple times and been fine, but this time when I ate the yogurt I got sick, I am rather sure it is the reason for my allergic reaction. I assume the product had been compromised during shipment to your store or at your store.

I am your long-time and loyal customer. I was always satisfied with the quality of products and services in your store. Therefore, to resolve the problem peacefully, I would appreciate your interest in my problem. I would like to ask you to compensate me with $300, since I had to spend a large sum of money for paying for medicine ($60), clinic visit ($190), and taxi to get there ($40). The rest of the amount ($10) would be a refund for the yogurt. Enclosed are copies of all my receipts.

I hope we can come to a peaceful agreement on this issue. I am waiting for your reply and a resolution to my problem. If I do not hear from you before September 30th, I will seek help from a consumer protection agency or the Better Business Bureau if there is no reply from your side. Please contact me at [email protected] or by phone.

Sincerely,

Sheri Russel

 Section Four

A, Conciseness (3 pts. each)

Rewrite the following sentences, eliminating or condensing empty words and phrases.

1. Losa came to this country due to the fact that she wants a career in computer graphics. 5

2. For all intents and purposes, Aspara dropped out of school in view of the fact that she had to help support her family.

3. The fact is that parents must build closer relationships with their teenaged children by virtue of the fact that so many teens get into trouble in the United States.

4. After she arrived from Burma, the reason that Aung enrolled at CSM was because it was close to his home and had an excellent English department.

5. In the event that it snows, Luanna will purchase some chains for her tires.

6. In this day and age, it is clear that young people know more about computers than they know about American history

. 7. The general consensus of opinion among voters was that the mayor had exceeded his authority.

8. The fox that was gray in color and large in size slyly circled around his prey

B. Use fresh words or plain language rather than clichés. (4 points each)

Rewrite the following sentences by using fresh words or plain language to eliminate the clichés.

1. We talked until early in the morning, but we just couldn’t see eye to eye on where to go for dinner.

2. In rural areas doctors are so few and far between that even though the doctors work like dogs, the children do not get adequate medical care.

3. In a crisis, Jing is cool, calm and collected, so we know that he will be an effective nurse in the ER.