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COMM 205 Chapter 10 – 11 Concordia University questions and answers
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COMM 205 Chapter 10 – 11 Concordia University questions and answersChapter 10
111. Successful businesspeople create persuasive memos, letters, e-mail messages, reports, and
presentations that get the results they want. Your textbook presents six persuasive techniques that can
help you be effective in getting your ideas accepted by your fellow workers, superiors, and clients. List
and explain four of these techniques.
ANSWER: Student answers will vary but should include four of the following six techniques.
1) Establish credibility. To be persuasive, you must engender trust. People must believe that you are
telling the truth, are experienced, and know what you are talking about. If you lack credentials
or experience, use testimonials, expert opinion, and research to support your position.
2) Make a reasonable, precise request. Persuasion is most effective if your request is realistic,
doable, and attainable. Also, be clear about your objective.
3) Tie facts to benefits. Line up solid information to support your view. Use statistics, reasons, and
analogies to help people understand. Convert supporting facts into specific audience benefits.
4) Recognize the power of loss. Describing the benefits of your proposal is a powerful motivator.
Another powerful motivator is the thought of what the other person will lose if he or she doesn't
agree. The threat of losing something one already possesses seems to be more likely to motivate
people than the idea of gaining that very same thing.
5) Expect and overcome resistance. When proposing ideas, be prepared for resistance. Anticipate
opposition from conflicting beliefs, values, and attitudes. Recognize any weakness in your
proposal, and be prepared to counter with well-reasoned arguments and facts.
6) Share solutions and compromise. The process of persuasion may involve being flexible and
working out a solution that is acceptable to all concerned. Listen to people and incorporate their
input to create buy-in.
112. Your textbook outlines several techniques to gain your reader's attention in the opening of a
persuasive message. List two of these techniques and write an original example of each.
ANSWER: Student answers will vary.
1) Problem Description: "Our network connection has been at least 20 percent slower over the past
three months."
2) Unexpected Statement: "Research shows that 70 percent of smokers would like to quit."
3) Reader Benefit: "You can reduce your printing costs by 60 percent."
4) Compliment: "Congratulations on receiving the prestigious 2014 Outstanding Alumni Award
from the American Association of Community Colleges."
5) Related Fact: "Networking is one of the most effective ways to find a job."
6) Stimulating Question: "Have you ever wondered what it would be like to work from home?"
113. You would like to invite a local forensic accountant to speak about this exciting field at the next
monthly meeting of your student business organization. Write a persuasive request letter to the
, accountant. Write the body of the letter, omitting the letter addresses, salutation, complimentary close,
and enclosure line.
ANSWER: Student answers will vary. Accounting students at DeKalb College have just learned about
the exciting field of forensic accounting. Many of us are now considering careers in this area and would
like to learn more from someone who is already in the field. We would like to invite you to speak at our
next DeKalb Student Business Organization meeting on October 19 at 3 p.m. about careers in forensic
accounting. Although we are unable to offer speakers honorariums, we can guarantee you an audience
of enthusiastic, serious students who would learn so much from you. Enclosed is a list of the questions
we have about forensic accounting to help you prepare your presentation. The meeting will last about
one hour, which will include a question-and-answer session. Please call me by October 1 to confirm. We
look forward to learning more about forensic accounting from a professional in the field.
114. You had a very negative experience at a restaurant where you were entertaining a potential client
last week. You want to ask for your money back, but you expect reader resistance. Write a persuasive
letter using the strategy you think will work best. Provide your own details as necessary. Write the body
of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.
ANSWER: Student answers will matrimania Rosa has long had an outstanding reputation for quality
food and service. That is why I chose your restaurant to entertain an important client on Friday,
November 12. We were greeted by a professional host and seated promptly when we arrived at Mania
Rosa for our 7 p.m. reservation. However, almost 20 minutes passed before our server came to our
table for the first time to take our drink orders. Another 15 minutes passed before our drinks arrived,
and we had to flag down our server to take our food order. Although we ordered appetizers, our entrees
arrived before the appetizers, and both dishes were lukewarm. I couldn't locate our server to let him
know that the food was unsatisfactory, so we went ahead and ate what we could. Some of our
appetizers never arrived, but they appeared on our bill. I had the host take care of correcting the
overcharge since I was again unable to locate our server. Overall, the experience was not what I have
come to expect from Mania Rosa, and I was hoping to make a more positive impression on my client. I
have enclosed a copy of my receipt from this dinner. Because the service and quality of food were
substandard on this evening, please reimburse me for the full amount of $85.98. I look forward to
returning to Mania Rosa soon as I am confident that this was an isolated incident.
115. Describe the difference between rational appeals and emotional appeals and explain when you
would use each. Then write an example of each type of appeal.
ANSWER: Student answers will vary. Rational appeals are associated with reason and intellect. They
translate selling points into references to making or saving money, increasing efficiency, or making the
best use of resources. In general, rational appeals are appropriate when a product is expensive, long-
lasting, or important to health, security, and financial success. Emotional appeals relate to status, ego,
and sensual feelings. Appealing to the emotions is sometimes effective when a product is inexpensive,
short-lived, or nonessential. Rational Appeal: "With our wireless service designed specifically for small
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