Anatomy and Physiology Topics

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6 Identify the following skeletal muscles in posterior view a b C d e f g h i j k 1 m W n V u 0 P 9 r S t b UNIT 13 Gross Anatomy of the Muscular System 2

Your customer service representative named Jenny Livingstone is incredibly rude and obnoxious Yesterday evening when I called to confirm the number of minutes left on my monthly plan she told me to check the website When I told her that my Internet was down she told me to go to the library because I was tying up the line and her main job was to help people pay their bills I don t think she has a high school education and that reflects really poorly on your company and on her Although she eventually told me the number of minutes remaining on the plan she was really rude about it Without a doubt you should fire her I hope you recorded the conversation for quality assurance purposes Please take the appropriate steps to rectify this problem Sincerely Maureen Murphy What advice would you give Ms Murphy to ensure that her constructive criticism is well received Check all that apply Use an inductive outline and place the claim after the explanation O Include only facts not opinions Introduce the subject of the message without being judgmental

Chapter 07 Aplia Assignment The reasons and explanations section of a bad news message is extremely important because receivers want to know why they have been refu Which of these guidelines apply to presenting the facts analysis and reasons in a bad news message Check all that apply Include a concise discussion of one or more logical reasons Avold using company policy as a reason Show the receiver benefit and consideration Well written bad news statements that include positive language use passive voice and imply the refusal are most successful A Read the bad news statement that would follow a presentation of the facts and reasons We will not give you a refund Which is the best revision for this bad news statement O Although we are unable to offer a complete refund we would like to extend your warranty for three additional months No revision is necessary We are unable to offer you a refund at this time

O Media contact info 5 Company fact sheet 6 Collaboration objectives Outline 1 1 Vulnerability audit 2 Emergency procedures 3 Alternative command center and chain of command 4 Communication plan 5 Employee contact info 6 Media contact info 7 Company fact sheet

Remember that bad news statements are most effective when they are appropriately placed within the message make use of passive voice an positive language and imply the refusal Which of these is the most effective bad news statement Your credit request has been denied We accept credit request from those with a credit score of 680 or higher We are denying your request for credit because your credit score is low Read the scenario about delivering bad news and then answer the corresponding question Barbara has prepared a claim denial She has used an inductive outline and presented logical reasons before the refusal In the closing of the message Barbara restates the refusal What advice would you give Barbara as she revises the closing of this message Check all that apply Determine what the main point of the message is

OUTLINE 2 Opening Use resale to highlight the merits of the ToastMe and its generous warranty Body 1 State the terms of the warranty 2 Review the warranty dates for the customer s ToastMe 3 Refuse the claim 4 Offer a coupon for 25 percent off her next purchase or repair Closing Resell the excellent toaster oven line that the company offers and end on a positive note OUTLINE 3 Opening Use resale to highlight the merits of the ToastMe and its generous warranty

What advice would you give Judith in this situation Check all that apply Give a complete explanation of the problem Respond to the feelings of the message recipients Avoid difficult questions from the media Show empathy Consider the outlines of three crisis communication plans and then answer the corresponding question Which of the outlines indicates the most complete and well designed crisis plan O Outline 2 1 Emergency procedures 2 Emergency personnel 3 Media action plan 4 Information plan 5 Company dental records 6 Employee contact info 7 Company fact sheet

6 Communicating negative organizational news Customers business partners and employees all expect honest communication about difficult situations Delivering negative organizational news is a skill managers must develop in order to succeed Employees and the public expect honest answers from management Strong organizations build trust and community among their employees The best companies do this by welcoming and soliciting Managers must break bad news from time to time What do effective managers realize when communicating in difficult situations O Recalcitrant employees should be released from duties O Refraining from sharing bad news can help control the situation O Maintaining employee morale and public goodwill is critical to success Read the scenario about breaking bad news and then answer the corresponding question Judith owns three home decorating retailers in Enid Oklahoma She just received a call from her finance director informing her that the bank believes the company may have experienced a data security breach Many of Judith s employee and customer accounts are indicating unusual activity The chief information officer CIO has confirmed the possibility that data was stolen during a recent virus or malware attack Judith needs to take action and communicate this news to her employees and customers

Which would be the best revision of this claim denial subject line O Your return credit request for order 3454 O Denial of claim for order 3454 O Claim denial Read the following scenario and then answer the corresponding question You work for a beverage distributor One of the company s long time customers applied for credit when placing his monthly order Unfortunately the company will not be able to extend credit to this customer Your coworker Christina must inform the customer that the credit application has been denied What advice should you give Christina as she prepares the letter Check all that apply Use an inductive outline to maintain goodwill and customer loyalty Place the refusal of credit in the opening of the message Present clear reasons that the customer will understand Write in a matter of fact tone that reinforces the denial

Chapter 07 Aplia Assignment 4 Denying a claim Refusing claims and denying credit can be challenging Even though you are denying the customer s request maintaining goodwill and building company loyalty is still Important Companies must write letters to customers to deny claims and credit requests In credit and claim denials a large portion of the message should be dedicated to O The reason behind the decision O Appeasing customers with platitudes O Stating the denial in no uncertain terms Read the claim denial opening and then answer the question To customer home net From Subject Your claim is denied onlinecustomerservice shop com I am sorry but we cannot provide the adjustment you requested on March 15 You made a mistake reading the return policy Below you will find a list of why our return policy makes it impossible to accept your claim

wwwing u exceed 100 000 In addition to the cost of the laptops employees would need technology training In order to properly train employees we would need to provide optional training workshops These workshops incur additional direct costs as well as indirect costs in areas such as lost productivity Given the 10 percent loss of revenue we faced last quarter these expenses would be difficult to cover While we are not currently in a position to implement the laptop initiative request your request is forward thinking and noteworthy Once the company finds itself on more secure financial grounds I would be happy to reconsider the initiative Meanwhile we have several laptop computers that employees may check out for telecommuting and travel Kylie employees like you make us all proud Even though your request was a little outrageous and the timing was off it is the thought that counts Keep up the good work Best Satya What would be the best revision for the opening of the message O No revision is necessary O We are committed to supporting our employees any way we can Consequently your suggestion to supply each employee with a new laptop to improve productivity has been carefully considered Laptops would certainly allow employees increased flexibility and greater mobility as they work Your suggestion is a good one so I reviewed the expense necessary to support your initiative We are committed to supporting our employees in any way practical Consequently your suggestion to supply each employee with a new

When refusing a request your reasons should be sensitive and complete Which of these guidelines should be followed in the reasons section c Satya s refusal message regarding the laptop initiative Check all that apply Restate the main point at the beginning of the reasons and at the end Show consideration for the receiver Include a concise discussion of one or more logical reasons Avoid using company policy as a reason Consider the statement of the bad news in Satya s refusal of Kylie s request True or False In the original bad news statement Satya focuses on refusing the request O False O True A positive close can help maintain relationships How might Satya improve the closing of his message to Kylie Express willingness to purchase smartphones instead

Aplia Assignment Read the bad news scenario and then answer the corresponding questions about the counterproposal and message closing Nadine works for a commercial construction contractor Because business is slow and the company is wrapping up its only large project the company will need to lay off one third of its employees for the next 12 to 18 months until the next project start date Nadine must Inform the employees of the upcoming layoffs Which silver lining counterproposal would be appropriate for Nadine to include O The company will save money and the owner won t have to cut his own salary O The company has a large project beginning in 12 to 18 months and will need to hire more employees then O The next job will be a public works project and even more rewarding for the management than the current project What advice should you give Nadine as she prepares the conclusion of her message Check all that apply Use statements that apologize such as We apologize and hope you will understand our position Focus on future opportunities such as the new building project

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A Parella B Articular cartilage C Anterior cruciate ligament D Posterior cruciate ligament E Medial meniscus F Lateral meniscus G Fibular collateral ligament H Tibial collateral ligament Fibula N Robber Femur 100 Tihia Figure 1 Illustration of knee showing major ligaments Medical illustration courtesy of Allison Robbins allisoncearnhart gmail com