Chapter 5: Introduction to Case Studies and Common Types of Business Messages

Chapter Learning Outcomes

In this chapter you will:

  1. Define case study learning
  2. Identify the use of case studies in learning scenarios
  3. Describe the types of case studies available for learning use
  4. Format short documents such as routine correspondence
  5. Write routine message types such as information shares, instructions, requests, and replies
  6. Identify successful patterns for responding to complaints and claims
  7. Describe the organizational structure  of complaint and claim responses
  8. Organize and write negative messages
  9. Outline the structure of an indirect-approach bad-news message
  10. Explain the importance of communicating bad news carefully in professional contexts

Chapter Acknowledgements

This chapter has been adapted from the following text:


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Advanced Professional Communication Copyright © 2021 by Melissa Ashman; Arley Cruthers; eCampusOntario; Ontario Business Faculty; and University of Minnesota is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.

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