Written Communication: Communicating a Plan

Assessment 3

Instructions

: Written Communication: Communicating a Plan

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· Use time management, digital tools, and written communication to solve a customer issue through email.

Introduction

When it comes to communicating in the modern world, there are many tools you can use to improve the way you send and receive ideas and information

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A successful builder maintains a quality toolbox to have the right tool on hand for the job. The same is true for a successful communicator the modern workplace requires us to understand and utilize digital tools to communicate effectively. But how will you choose the right tool for the jobs you face?

For this assessment, you will practice your communication, digital proficiency, and productivity skill by practicing using time management and written communication to solve a customer issue. In doing so, you will apply what you have learned about professional written communication to write a message that communicates tasks and timelines relevant for a specific audience and purpose.

Overview

This assessment gives you an opportunity to practice your communication, digital proficiency, and productivity skills.

You

will do this by using what you have learned about professional written communication to write a message that communicates tasks and timelines relevant to a specific audience and purpose.

Instructions

1. For Assessment 1, you sent Wanda a voicemail, referencing Sara; for Assessment 2 you emailed Sara Robins of Printables. Now you need to email your

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Department manager, John Smith, clarifying the next steps.

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To do

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To do

 

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Tuesday

To do

To-Do Item s
Task	To-Do Item	For	Due Date	Status
Respond to Wanda’s voicemail message.	Leave a voicemail message for Wanda to confirm next steps for resolving the issue.			You		Monday		Complete
Inform the customer.	Email Sarah Robbins at Printables to communicate how we will resolve the issue.
Communicate the new plan.	Send message to John Smith, the Shipping Department manager, to get their assistance.	Monday (end of day)				To do
Send new shipment.	Ship replacement order to customer at no charge.			Shipping	Arrives by Wednesday
		Send shipment tracking number to customer.		Tuesday
Refund shipping fees to customer.

2. Use the proper language and tone to write an email message to the Shipping Department manager explaining what needs to be done. Make sure to refer to the table above for the details. Use the Email Template [DOCX]. Include the following in your email:

· Identify what task still needs to be completed.

· Identify which to-do items need to be done by the Shipping Department.

· Clarify when the replacement order is scheduled to arrive.

· Identify which person is responsible for refunding the shipping fees to Printables. You need to mention someone by name here (either invent a specific employee or assign the task to the shipping manager particularly).

· Use professional language and tone appropriate for internal communication with co-workers.

3. Evaluate your email and how the Shipping Department manager would react by completing the Six Ws Worksheet for Assessment 3 [DOCX]. If needed, edit your message.

4. Submit your email, along with your completed Six Ws Worksheet for Assessment 3 [DOCX] worksheet.

Requirements

· Format: Use the Email Template [DOCX]. Refer to figure 8.3 on page 231 of your Excellence in Business Communication textbook for an example. Use Calibri 12-point font.

Competencies Measured

By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies and scoring guide criteria:

· Competency 1: Interpret a speaker’s message to develop an appropriate response.

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Evaluate an email and anticipate audience reactions by considering the Six Ws of communication.

. Competency 2: Develop professional written communications in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences.

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Identify tasks that need to be completed, by whom, and when.

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Address the appropriate audience, using professional language and tone.

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Write concisely and directly, using active voice.

· SCORING GUIDE

Use the scoring guide to understand how your assessment will be evaluated.

VIEW SCORING GUIDE

Written Communication: Communicating a Plan Scoring Guide

CRITERIA	NON-PERFORMANCE	BASIC	PROFICIENT	DISTINGUISHED
Identify tasks that need to be completed, by whom, and when.	Does not identify tasks that need to be completed.	Identifies tasks that need to be completed, but not clearly, or by whom or when.	Identifies tasks that need to be completed, by whom, and when.	Identifies tasks that need to be completed, by whom, and when, providing reasons for the assignment of tasks.
Address the appropriate audience, using professional language and tone.	Does not address the appropriate audience, using professional language and tone.	Focus on the intended audience wavers, or uses jargon, slang, idioms, colloquialisms, or terminology that inhibits clarity of expression.	Addresses the appropriate audience, using professional language and tone.	Addresses the appropriate audience, using professional language and tone. Uses precise and accurate vocabulary and effective word choice for articulate, fluent expression.
Evaluate an email and anticipate audience reactions by considering the Six Ws of communication.	Does not evaluate an email or anticipate audience reactions by considering the Six Ws of communication.	Describes an email but does not evaluate or anticipate its effect.	Evaluates an email and anticipates audience reactions by considering the Six Ws of communication.	Evaluates an email and anticipates audience reactions by considering the Six Ws of communication, describing how the memo was adjusted to address those reactions.
Write concisely and directly, using active voice.	Does not write concisely and directly, using active voice.	Writes passively, with a tendency toward wordiness.	Writes concisely and directly, using active voice.	Writes concisely and directly. Conveys precise and unequivocal meaning through clear and consistent use of active voice.

Resources: Collaborating in the Workplace

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· In the following, read about the role etiquette plays in successful business collaboration:

· Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

1. “Collaboration and Business Etiquette,” pages 67–90.

As noted above, the globalization of the world allows us to interact with people from places we have never imagined. Honing your intercultural communication skills is key to facilitating successful collaboration despite cultural differences. Read the following to learn more:

. Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

2. “Improving your Intercultural Communication,” pages 108–117.

Resources: The Importance of Tone

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· To understand the great effect tone has on the audience, read the following article. This research shows that when the wrong tone is used, there can be negative consequences for both communicating parties.

· Saiewitz, A., & Kida, T. (2017). The effects of an auditor’s communication mode and professional tone on client responses to audit inquiries. Accounting, Organizations and Society, 65(2018), 33–43.

Although we may not often make the connection, grammar has a huge effect on how your tone comes across. Use Capella Writing Center’s resources to learn about the different elements of grammar and how to use them, focusing especially on the following areas under Sentence Structure:

· Parts of speech.

· Punctuation.

· Verbs and Conjugation.

· Sentence Types.

Resources: Step 3: Completing Your Business Message

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· To learn more about the third step of effective writing—completing—read the following:

· Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

1. “Completing Business Messages,” pages 188–206.

The following Capella Writing Center resources will help you refine your work to a professional state:

. Peer Review: Explore this link to learn how sharing drafts with others during the revising stage should become a foundational component of your writing.

. Revising: Explore this link to see how taking a big-picture view of what you have written can help ensure your paper is unified and coherent.

. Proofreading: Explore this link to learn how proofreading can help you catch punctuation, grammar, formatting, and spelling errors.

Resources: Planning and Time Management

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· We often wait until the last minute for many things in our life—paying a bill, making an appointment, and of course, proofreading our work. Read this article for tips to plan and prioritize for your professional success:

· Rimmer, A. (2019, September). How do I improve my time management skills? BMJ: British Medical Journal, 366, 1–2.

For more information about how digital tools, especially calendars, have changed how we think about allocating (and communicating) our time, read the following:

· Wajcman, J. (2019). The digital architecture of time management. Science, Technology, and Human Values, 44(2), 315–337.

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Written Communication: Writing an Email

Date: Enter the date the email is sent.

Subject Line: Enter the subject line of your email. It should be specific and convey the central point of your message.

Greeting: Create a greeting for your email that include the recipient’s name

First paragraph: Tell your reader why you are writing this email, using professional wording. Provide background information.

Second paragraph: Provide the main information for your email. What is it you want to explain or accomplish?

Ending paragraph: Provide a conclusion for your email.

Closing: Create your closing.

Signature: Type your name for your signature. Then, below your name, include your company’s name, your title in the organization, and your contact information.

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Active Listening: The Six Ws

Review your assessment of your manager’s voicemail and of your email to the customer. Then, consider what, how, and why you need to communicate to the Shipping Department, making notes of six Ws in the boxes below.

Who are you writing to?

What is the problem?

What are your responsibilities to solve the problem? What responsibilities do others in your organization have? (What tasks still need to be completed? What tasks need to be done by the Shipping Department? What are the steps involved?)

Who is responsible for refunding the shipping fees to the customer?

When does the tracking number and replacement order need to arrive?

How will you confirm that the tasks have been completed?

Why is this problem urgent and important?

In addition, consider the following:

How do you think the Shipping Department Manager is feeling?

Why do you think the Shipping Department Manager is feeling that way?

What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing?

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