Matching

question 9

Short Answer

Matching

Recognize the role of mood (imperative, indicative) in conveying the tone in business writing and how it affects reader perception.

Understand the significance of timing and mood in responding to customer communications and the impact on customer satisfaction and retention.

Grasp the importance of personalizing messages and including specific details to enhance the effectiveness of goodwill messages.

Learn about the structure and components of various business messages, including claims, adjustment messages, and goodwill messages.

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Definitions:

Coercive Power

A form of authority that relies on the threat of force or punishment to compel obedience.

Reward Power

is a form of influence where an individual has control over the distribution of rewards, motivating others to follow directions or achieve goals.

Referent Power

The influence one has over others because they respect, admire, or like the individual.

Organizational Learning

The process by which organizations acquire, improve, and manage knowledge to better adapt and succeed.