Chapter 5: Introduction to Case Studies and Common Types of Business Messages
Chapter Learning Outcomes
In this chapter you will:
- Define case study learning
- Identify the use of case studies in learning scenarios
- Describe the types of case studies available for learning use
- Format short documents such as routine correspondence
- Write routine message types such as information shares, instructions, requests, and replies
- Identify successful patterns for responding to complaints and claims
- Describe the organizational structure of complaint and claim responses
- Organize and write negative messages
- Outline the structure of an indirect-approach bad-news message
- Explain the importance of communicating bad news carefully in professional contexts
Chapter Sections
Chapter Acknowledgements
This chapter has been adapted from the following text:
- Communication at Work by Jordan Smith is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted.
- Additional material in this section has been reproduced from Carleton University’s Educational Development Center and is published on the Experiential Learning support page entitled “Case Studies” (https://carleton.ca/experientialeducation/?p=245). Retrieved: April 2021.
