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Communication Management

Question One

Street Lane 

Date: 28th June 2016.

Dear Clients

After conducting a survey across Sydney with regard to the Customer Service systems in different organisations, we are delighted to introduce you to our new product Swiftdesk, which is online customer support software that enables small businesses to support customers over the phone, email, the web, and social media sites.

Swiftdesk offers you everything you need so as to satisfy your customers, can attract new customers, as well as reduce service costs. The company has good connectivity across Sydney and will offer better services competently.

The main motto of our organisations is offering quality services. Swiftdesk will offer every person an interface with their customers in terms of satisfaction, support, and sales. Besides that, Swiftdesk will offer access to crucial customer data in real time; thus, being able to support the customers while driving cross-sell and upsell.

The company’s manager, Mr Rushford will communicate with you in a week’s time to personally discuss the details. We believe the new product will generate a healthy working relation with all of you in the future.

Thank you

Yours Sincerely,

Philip Jefferson

Question Two

The product to be offered is Inventory software, which can be utilised to track the inventory deliveries, levels, sales as well as orders. The three companies that have been identified as the potential customers for the product are Woolworths Limited, Aerosonde Ltd and Sigma Pharmaceuticals. The product is important for Woolworths Limited because it ensures that the customers always get the product they want and this goal is balanced against the financial need of the retailer with the goal of maintaining little stock. The inventory software will enable Woolworths to track available inventory and sales, communicate effectively with the suppliers as well as obtain and integrate other data, like the seasonal demand. Besides that, the product is important for Aerosonde Ltd because they can use the software to bill of materials, work order, as well as other documents related to production. Aerosonde Ltd can utilise the inventory software to avoid raw material outages. On the other hand, the product can be used by Sigma Pharmaceuticals to avoid stock-outs as well as manage higher intricacy of new sales channels (Pelzel, 2015).

Question Three

Besides that, when people include their work experience, coursework, community activities, volunteer work and skills as well as other professional development activities, then it is more likely that the older employees will have a long resume. Furthermore, the approach of sending one resume to all is no longer working since each résumé have to be related to the job being applied. Therefore, a long resume is justified when the job seeker includes all the experiences, which are adequately relevant to the applied job. A Long resume is justified for job seekers who have made scores of employment shifts and possibly feel that the two-page limit is constraining: bearing in mind that they have a lot of information to write the resume. In this case, all the accomplishments as well as venues start shrinking the size of the font and pushing the margins outward to an extent that the resume looks so overcrowded and dense. Besides that, a long resume is justified to job seekers with ‘product profile’ that has lots of diverse skills and experience, especially those who find it challenging to summarise their different talents without omitting lots of attractive selling points. Therefore, long resume can be the best approach to the ‘Generation X’ since they have diverse employment experience (Richardson, 2015).

Question Four

understand his/her audience’s diversity in addition to what he/she says and how it is said depicts how the speaker connects, builds rapport and trust with the audience. When speaking to a noticeably diverse audience, the speaker must embrace the ‘otherness and suitably involve a bit of their culture and language in the speech. Without a doubt, the effort will be appreciated by the audience and the speaker will be able to deliver a better message. This can be evidenced by Pope Francis has visited a number of countries that speak different languages, but to ensure the communication is well suited to the audience he always tries to say a word in a language that is well understood by the audience language. When communicating with a diverse audience, the speaker will be engaging in intercultural communication; therefore, it is imperative for the speaker to learn about the audience in order to navigate the waters and communicate effectively and safely (University of Canberra, 2013). It is imperative to interview or survey some of the audience, in order to understand the trends (University of Canberra, 2012, p.118). The speaker must

Question Five

According to Hackney and Newman (2013, p.63), the rhetorical situation is a core a way of conceptualising the created texts. Basically, having knowledge about the rhetorical situation can guide a person while planning on how to employ different strategies in guiding his/her listeners to perceive as well as interpret the communicated message (University of Canberra, 2013, p.461). Considering the rhetorical situation can enable a person to gain insight on how to craft his/her message prior to its presentation. Therefore, considering rhetoric situation is important because it enables a person to understand the disposition and nature of the audience as well as the overall state of the world beyond the most definite context of the existing issue. Considering the rhetoric situation can enable the speaker to understand the overall process of building a speech; thus, he/she will be able to prepare the speech take step by step and concentrate on the impending task. Imperatively, the rhetoric situation can help a person to write more persuasively. Newman (2013, p.65) maintains that rhetorical situation needs that communication should be analysed in the context of audience and purpose.

Question Six

The informative speech about tattoo will focus on discussing the modern and ancient form of body modification as well as the reasons why people decide to have tattoos and why they are still popular today. While giving the informative speech to the middle school children, it is imperative to keep the structure clear and simple and using se conversational language instead of formal. Furthermore, the number of points in the speech has to be limited and ensure the topic is related back to the children as well as their experiences. To capture their attention and put the points about tattoos across, the speaker must use personal storytelling and humour. This can be achieved by Make adding characterisation (suitable body language and voices). On the other hand, while giving the informative speeches about tattoos to a group of college students, the speaker must approach them by first understanding that youths are genuine. Normally, Young audiences cannot be compared to adults because they openly express their feelings. Therefore, the speaker should enthral the college students with ideas about the tattoo and later allow them to share their views (Wood, 2014, p.304). Furthermore, the speaker must remain neutral all along since the young minds could clasp an idea from the speech and build their acuities on it.

Question Seven

Organising a presentation certainly involve ethics, especially in terms of honesty since an ethically responsible speaker should not present other people’s words as his/her own. Furthermore, using names in the presentation that debase people due to their ethnic background, sexual orientation or religious belief can dehumanise the affected individuals, and this is unethical because every person should be treated with respect and dignity. According to Lucas (2001, p.40), abusive language and name-calling in a presentation pose ethical problems. While organising the presentation, the speaker must ensure that the topic is well researched so as to avoid presenting half-truths and falsehoods. As mentioned earlier, all the sources must be identified in order to avoid plagiarism and the information provided should not be fabricated (University of Canberra, 2012, p.176). According to University of Canberra (2013, p.561), the information presented should be manipulated with the goal of capitalising on emotional appeals or inherent uncertainties. The audience must be treated with respect; therefore, manipulating them deliberately through guilt, fear or duty is unethical. Furthermore, omitting the relevant information with the intention of deceiving the audience is also unethical.

Question Eight

Link to the speech;

Free at last, Free at last, Thank God Almighty, we are free at last.”On August 28, 1963, Martin Luther King (Jr.) delivered a public speech “I Have a Dream.” The attention statement in the speech is the referencing of the ‘Emancipation proclamation’ that had freed many slaves in 1863 and that his dream is anchored on the dream of the American people. In the introduction, King expresses his happiness to join his fellow Americans with the goal of demonstrating for their freedom. Furthermore, King reminds the Americans about the momentous decree that had given the black people hope Five score years ago, but still the still they are treated as slaves in their own land that is filled with material prosperity. In the body, King talks about the urgency of solving the inequality in America so that the country could reach its height. Through the excessive utilisation of the of the assertive or representative of the illocutionary acts, King is able to predict African-American society future since he claims that one day all Americans will live together as brothers. King concludes his speech with the hope that the black people will be free at last and freedom will ring in all corners of America. He believes that the American government will ultimately declare freedom to the Negros and other racially marginalised and oppressed people. The residual message in the speech is that all Americans will join hands and agree with the words of the Negros: “

Question Nine

Using Contrast Principle

Hello. My name is Z, and I am here to demonstrate how Facebook has been beneficial as compared to short messaging services. Unlike the SMS, Facebook has provided me with a forum to communicate with my friends and has also offered me a chance to build better relationships with other users. Sending messages using Facebook is free but every SMS sent is charged; thus, Facebook is a way of communicating when compared to SMS. Communicating through Facebook enables the user to stay close to family and friends since they can talk to them ubiquitously.

Thank You.

Using Time Principle

Hello. My name is Z, and I am here to demonstrate why the invention of Facebook was the best thing that ever happened to humanity. Before Facebook was launched in 2004, life was not easy because communication was exceedingly challenging. Mobile phones were utilised mostly to send messages and talk, and this was exceedingly expensive. People used to meet only on special occasions such as Christmas holidays. Fast forward, life is easy since people can meet virtually rather than physically.

Thank You


Hackney, S. & Newman, B., 2013. Using the Rhetorical Situation to Inform Literacy Instruction and Assessment across the Disciplines. English Journal, vol. 103, no. 1, pp.60–65.

Lucas, S., 2001. The Art of Public Speaking. New York City, New York: McGraw Hill.

Pelzel, K., 2015. Inventory & Supply Chain Optimization. [Online] Available at: HYPERLINK «» [Accessed 28 June 2016].

Richardson, D.B., 2015. The Long Resume: Pushing the Self-Marketing Envelope. [Online] Available at: HYPERLINK «» [Accessed 28 June 2016].

University of Canberra, 2012. CONTEMPORARY PUBLIC SPEAKING. 1st ed. Bruce, Canberra: University of Canberra.

University of Canberra, 2013. MANAGEMENT COMMUNICATION. 1st ed. Bruce, Canberra.

Wood, J.T., 2014. Communication in Our Lives. Boston, Massachusetts: Cengage Learning.