MGMT 550 Managerial Communication Week 8 Final Exam Complete Answer

MGMT 550 Managerial Communication Week 8 Final Exam Complete Answer

Question 1. 1. (TCO D) How would you respond to a claim by a customer for something that is clearly not your company’s fault? Customer Joe Samuel forgot to cancel his hotel reservation. When he received his credit card bill, he saw that he was charged for a night that he did not spend in the hotel. He was clearly upset. Instead of contacting customer service or the hotel, he went to the Internet and started blogging his complaints on the travel websites and Twitter. How would you handle this situation? How would you resolve the issue and respond to the customer’s concerns both personally and online? What would you say?

Question 2. 2. (TCO E) Should email be used to deliver bad news or should bad news be handled person to person or over the phone? What are some of the advantages when delivering the bad news by email?

Question 3. 3. (TCO F) What type of information should be included on your resume?

Question 4. 4. (TCO G) Now that you have completed your group project powerpoint presentation, put yourself into the shoes of the CEOs sitting in the audience. Do you believe that they would agree to your social media plan proposal? In hindsight, what would you have done differently?

Question 5. 5. (TCO C) Should you use humor in a presentation? How could inappropriate humor in a presentation damage your credibility? Should you eliminate all humor?

Page 2

Question 1. 1. Describe at least four guidelines to remember when asking questions in a routine request.

Question 2. 2. What are the four main criteria for evaluating the quality of Internet resources? What are the basic concepts for each criterion?

Question 3. 3. List five of the top ten “pet peeves” that recruiters listed as issues when reading résumés.

Question 4. 4. What are the five general guidelines for writing goodwill messages?

Question 5. 5. List the three directions of communication and describe the types of communication that occur in each. Explain one problem that can occur in each direction.

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