6.7 End of Chapter Activities
6a. Thinking About the Content
What are your key takeaways from this chapter? What is something you have learned or something you would like to add from your experience?
6b. Discussion Questions
Discussion Questions
- When is email inappropriate? Why?
- In your experience, do people behave differently when they interact online as opposed to in person?
- How many text messages do you send and receive every day? Do you think it’s too many?
- Have you ever posted something online that you regretted?
- Find a business letter you’ve received. Look for common elements and points of difference.
6c. Applying chapter concepts to a situation
Responding to online reviews
The Green Beans Café is a popular restaurant that is known for its sandwiches, salads, wraps and smoothies. It is rated #9 of 253 restaurants in Vancouver, and always receives raving reviews from its patrons. However, the cafe unexpectedly receives the following review on TripAdvisor:
“The worst restaurant in Vancouver”
“I’ve been to many restaurants in Vancouver, but this is the worst one I’ve experienced so far. The chicken wrap was absolutely disgusting! It had BONES, the lettuce was brown, and the cheese tasted like rubber. The servers weren’t even friendly and refused to smile while interacting with the patrons. If I could rate the restaurant less than one star, I would. Please do not waste your hard-earned money here.”
Sunita, the assistant restaurant manager, is tasked with responding to online reviews. She recalls the incident with the guest as she was on duty, and believes that this person is being untruthful. Sunita is disappointed as the cafe gave this guest a complimentary meal, but they still wrote a bad review.
As Sunita prepares to respond to the review, what should she keep in mind? Write an outline of her response.
6d. Writing Activity
Read this article from The Muse on how to respond to too many emails from your boss. Summarize the article. Do you agree with the advice? Is there a third alternative? How would you respond to email overload at work?