PRACTICE QUESTIONS

PRACTICE QUESTIONS
BUSINESS COMMUNICATION
Task 1: List down six dimensions of Professional Behavior at the
workplace. Choose two dimensions and explain how do you apply these
dimensions at the workplace.
Six dimensions of professional behavior at the workplace include:
Appearance-Appeal
Tolerance Tact
Honesty Ethics
Reliability Diligence
Collegiality Sharing
Courtesy Respect
Two key dimensions that stand out are Honesty-ethics and Reliability-
responsibility
Honesty and ethics
• Avoid even the smallest lies at all cost.
• Steer clear of conflicts of interest.
• Pay for services and products promptly.
• Keep confidential information confidential.
• Pass up opportunities to badmouth competitors—emphasize your company’s
benefits, not your competitors’ flaws.
• Take positive, appropriate actions; avoid resorting to vengeful behavior when
you feel wronged.
In the workplace, honesty and ethics are vital for fostering integrity and trust.
Always avoid even the smallest lies, as they can damage relationships and
credibility. Steer clear of conflicts of interest and ensure transparency in all
dealings to maintain ethical standards. Pay for services promptly, respect
confidentiality, and protect sensitive information. Rather than criticizing
competitors, focus on highlighting your company’s strengths. When faced with
challenges, take positive, professional actions and avoid vengeful behavior,
upholding a strong ethical foundation even in difficult situations.
Reliability and responsibility
• Be dependable.
• Follow through on commitments.
• Keep promises and deadlines.
• Perform work consistently and deliver effective results.
• Make realistic promises about the quantity and quality of work output in a
projected time frame.
In the workplace, reliability and responsibility are crucial for building trust
and maintaining efficiency. Being dependable means consistently delivering
high-quality work and meeting deadlines. Following through on commitments
demonstrates accountability and helps foster a positive team dynamic. By
keeping promises and maintaining consistency, you ensure effective results that
meet or exceed expectations. Lastly, making realistic promises about work
output helps manage expectations and ensures you're always delivering within
your capabilities, enhancing your reputation as a reliable team member.
Task 3:
Subject: Thanks for sticking with us!
Message:
Hey [Customer's Name],
I just wanted to shoot you a quick message to say thanks for being such
a loyal customer over the years. It's been awesome having you around,
and we really appreciate it. You've been with us for a while, and that
means a lot.
If you ever need anything, just let us know. We're always here to help.
Oh, and by the way, we're giving you a sweet discount on your next
order, just because. Hope to see you use it soon!
Cheers,
[Your Name]
[Your Company Name]
Students will revise this email to balance professionalism with warmth
while maintaining a personal touch, ensuring the message still feels
genuine and customer-focused.
Hi [Customer's Name],
I hope this message finds you well! I just wanted to take a moment to personally
thank you for being such a loyal customer over the years. Your continued
support means the world to us, and we truly appreciate having you with us on
this journey.
As a token of our gratitude, we’re excited to offer you a special discount on your
next order. It’s our way of saying thanks for sticking with us!
If you ever need assistance or have any questions, please don’t hesitate to reach
out. We’re always here to help.
Looking forward to seeing you again soon!
Best regards,
[Your Name]
[Your Company Name]
Task 4:
Case Study: You work for TechPlus, an e-commerce company that
specializes in selling tech gadgets and accessories. Recently, one of
your customers, Emily Rogers, purchased a pair of wireless noise-
canceling headphones. Unfortunately, when Emily received the
package, she discovered that the headphones were defective— the left
earcup wasn't working at all. Bạn đã gửi Emily immediately contacted
your customer service department, expressing her frustration with the
defective product, as she had been looking forward to using the
headphones for an upcoming trip. She requested either a replacement
or a refund and included details of her order in her email. As a customer
service representative, your task is to write an adjustment message in
response to Emily's complaint. You want to ensure she is satisfied with
the resolution, and you also want to maintain a positive relationship
with her as a customer.
Hi Emily,
Thank you for reaching out and letting us know about the issue with your
wireless noise-canceling headphones. I completely understand your frustration,
especially with your trip coming up, and I’m truly sorry for the inconvenience this
has caused.
To resolve this as quickly as possible, we can send you a replacement pair right
away, at no extra cost. Alternatively, if you prefer, we can process a full refund
for your order. Please let us know which option works best for you, and we’ll take
care of it immediately.
Once again, I apologize for the trouble, and we appreciate your patience and
understanding. We're committed to making this right, and we hope this doesn’t
detract from your overall experience with TechPlus. If there’s anything else we
can assist with, don’t hesitate to ask.
Best regards,
[Your Name]
TechPlus Customer Support

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