Critical Thinking


write 600 words with min 2-3 peer reviewed references

Critical Thinking 4: page 280 – Part 1

Please answer these questions?


  1. A writer compared letters and social media posts: “What is special about a letter is the time that is taken in creating a letter—that someone went to the trouble  of finding a piece of paper, sitting down, crafting their  thoughts, putting them on paper, and that they created  this document really just for me. A letter is a very singular  expression, it’s a unique document, and for that reason,  to get it in the mail feels almost like a gift…. It’s a piece of  paper that I can feel…. There’s a physical connection.”35  How might these observations apply to business letters?  What other special traits can you identify? (L.O. 1)
  2. A Pew Research Center study found that 89 percent of cell phone owners had used their phones during the last  social gathering they attended, but they weren’t happy  about it; 82 percent of respondents said their use of  smartphones in social settings hurt the conversation. Do  you split your attention between your screen and faceto-face conversations? Do you believe it’s
  3. Why is it smart to keep your cool when making a claim, and how should you go about it? (L.O. 3)
  4. Why is it important to regain the confidence of a customer in an adjustment message? How can it be done? (L.O. 4)
  5. Ethical Issue: Credit repair companies are notorious for making grand promises that they can’t legally fulfill. The  Federal Trade Commission has warned that none of those  companies are legitimate. Experts say that people with  credit blemishes would be better off saving their money  and trying to repair their bad credit themselves. One path  to better credit involves the writing of so-called goodwill  letters. A goodwill letter in this context is a formal message  to individual creditors asking them for compassion and  requesting that they stop reporting negative information  such as late payments on one’s credit report. Discuss why  writing such goodwill letters instead of calling or sending  an e-mail might be a good strategy.


Guffey, Mary Ellen; Loewy, Dana. Business Communication: Process & Product (p. 280). Cengage Learning. Kindle Edition.

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