Chapter 5: Review

Below is an abbreviated summary of the key takeaways for each section of this chapter:

• Case studies prepare students for the workplace by engaging them in active forms of learning in asking them to analyze and address situations similar to what they would encounter at work
• Case studies allow for complex learning activities that stimulate the development of higher-order cognitive skills in students.
• Follow best practices when sharing information, requesting information or action, and replying to such messages.
• When something goes wrong in a commercial situation, courteous communication is essential when both asking for and responding to complaints and claims.
• Write carefully when addressing negative situations, such as delivering bad news, usually by burying the bad news after a buffer and rationale, and following it with redirection to minimize the harm that the message might cause.