Business Communication Exam

Choose those characteristics that describe culture from the following list. Choose all that apply. Culture is personal. Culture is the basis of distrust. Culture combines the visible and the invisible. Culture is dynamic. Culture is inherently illogical. Culture is the basis of self-identity and community.

*Self-identity and community* are built upon culture. How we identify and understand ourselves and our communities depends upon the values and beliefs our culture gives us. *Our visible actions follow the invisible dictates* of our culture. Additionally, living culture continually changes in response to changes that occur in the world around it; thus, *culture is dynamic.* Culture is also inherently logical. The rules of a culture always reinforce that community's beliefs and values and build trust between community members. Culture, by definition, is a set of norms shared by a group of people; it is not personal.

Basic Points Chapter 11

Business Reporting (7 steps) Analyze the problem and purpose Anticipate the audience and issues Prepare a work plan Conduct research Organize, Analyze, Interpret, and illustrate Compose the first draft Edit, proofread, and evaluate Use meaningful graphics and visual number aids to strengthen arguments

Basic Points of Chapter 4

-Digital Age of communication -Communication Process: Sender has an idea, Sender encodes data, Sender selects channel and transmits message, Receiver Decodes Message, Feedback Returns to Sender -3x3 writing process: Prewriting, Drafting, Revising -Message Adaptation (Audience Benefits, "You" view, positive language, precise words, etc) -Planning a Business Message

Basic Points of Chapter 3

-Intercommunication skills and how to adapt as a business -Expand overseas and take advantage of agreements on Trade and Tariffs -5 Key Dimensions of Culture (Context, Individualism, Time Orientation, Communication Style, Power Distance) -Understand cultural identities of others -Avoid thinking your own race is the best -Impact of Oral Communication

Determine which empty words can be purged from the following sentence to make it more concise. In the case of the Johnson report, the report findings were unsubstantiated. "The report findings" "In the case of" and "the report" "Johnson report" and "unsubstantiated"

"In the case of" and "the report" The empty words that should be purged from this sentence are in the case of and the report. The revised sentence should read, "The Johnson report findings were unsubstantiated." "Johnson report," "unsubstantiated," and "the report findings" are all essential to the meaning of the sentence.

Basic Points of Chapter 7

Digital Business Communication Emails and Memos Messaging Blogs, Wikis, Podcasts, Social networking sites

Developing Professionalism and Business Etiquette Skills

You need to convey professionalism in your communication methods, both written and oral. Understanding appropriate behavior can protect your employment position and lead to greater career opportunities.

Adjustment Messages

Adjustment messages respond to a customer's claim. Understanding how to craft an effective adjustment message will help you maintain a customer's goodwill. Adjustments are favorable messages that businesses should make promptly . In regards to response time, social media has had a positive effect on adjustment messages. Adjustments are favorable messages that businesses should make promptly. The sooner you grant a customer's claim, the more likely you are to retain the customer's goodwill. In regards to response time, social media has had a positive effect on adjustment messages. With social media, businesses are able to address customers' claims at a significantly faster speed.

Which of the following sentences avoids judgmentalism? The contract is unacceptable in its current form; revision is required. This contract is a mess; fix it before the vice president sees it. Please revise the contract so it can be forwarded to the vice president.

Avoiding judgmentalism means that you use language that prevents a defensive reaction from your audience. Please revise the contract so it can be forwarded to the vice president uses clear and nonjudgmental language to help avoid miscommunication. The other two options pass judgment. This contract is a mess; fix it before the vice president sees it is rude. The contract is unacceptable in its current form; revision is required lacks empathy.

Basic Points Chapter 12

Building an informal report 3 steps: Gathering data, pulling conclusions and making recommendations, incorporating and organizing the information Use tables, statistical concepts, correlations, grids, and decision matrixes to analyze the data

Which of the following sentences uses the imperative mood? Call the hotel to confirm the reservations. Perhaps you should call the hotel to confirm the reservations. If I were you, I would call the hotel to confirm the reservations.

Call the hotel to confirm the reservations. The correct answer is "Call the hotel to confirm the reservations". The imperative mood expresses a command. An imperative sentence often begins with a verb, and the subject of the action is understood to be you.

Read the following scenario, and select the type of information flow being described. You call your team's IT representative on the telephone to let him know about an issue you are having with your server. Upward flow Downward flow Horizontal flow

Calling your coworker on the IT team demonstrates *horizontal flow*. Often, this horizontal information flow is used to coordinate tasks, share information, or, in this case, solve problems. Distrust of management is an obstacle in the upward flow of information.

Basic Points Chapter 10

Crafting effective Persuasive messages AIDA strategy: Attention, Interest, Desire, Action Sales messages have good hooks; can be beneficial to be devil's advocate Successful persuasion comes from analyzing the audience Better to have a warm tone instead of a bureaucratic ones

Which of the following sentences is the most bias free? Mr. Maxwell is always on time. Mr. Maxwell, who is handicapped, is always on time. Mr. Maxwell, who is wheelchair bound, is always on time.

Mr. Maxwell is always on time. "Mr. Maxwell is always on time" is the most bias-free option. In this message, it is not necessary to focus on the employee's disability because the intention of the message is to praise her publicly for her punctuality. Avoid composing messages that exclude or stereotype people. Be sensitive with your language so that you don't risk offending someone inadvertently. Look for neutral phrases and words to use in place of phrases that imply a gender, age, racial, or disability bias.

Which of the following options are redundancies? Check all that apply. Essential information New requirement New beginning Repeat again

New beginning Repeat again New beginning and repeat again are redundancies that should be replaced with beginning and repeat. Redundancies are expressions that repeat meaning. For example, repeat again is almost the same as repeat repeat. Essential information and new requirement are not redundancies.

Our new plan options include long-term disability and domestic partner coverage. We offer choices to meet all your needs. Long-term disability and domestic partner coverage are just two of the choices we have to offer. New plan options include long-term disability and domestic partner coverage. Choose the best coverage to serve your needs. No change necessary.

New plan options include long-term disability and domestic partner coverage. Choose the best coverage to serve your needs.

Which is the most clear and precise sentence explaining what to do before submitting new content to a webmaster? Please consult the Frequently Asked Questions web page before submitting new content to the webmaster. If you wish to submit new content to the webmaster, refer to the Frequently Asked Questions web page first. The Frequently Asked Questions web page will provide you with useful information when you are preparing new content to submit to the webmaster.

Please consult the Frequently Asked Questions web page before submitting new content to the webmaster.

Basic Points Chapter 13

Proposals: Written offer to solve problems, provide services, or sell equipment Business Plans: prove to lenders that the organization has performed extensive research about the field it is entering Formal Business Reports: Analyzes research and investigation to create a recommendation or solution to a problem.

Basic Points of Chapter 1

Success in the workplace using technology and the internet Using social media and new communication technologies Choosing the right information channel Ethics of business

The Johnson folder is code red and must be handled offline and across cross-functional departments in the accounting section of this firm. With reference to the Johnson account, please do not share the confidential information contained within the folder. Only the accounting department is authorized to view the information within. The Johnson folder contains confidential information. It should be seen only by the accounting department. The Johnson file should be handled in the accounting department. Every effort should be made to carefully handle sensitive information.

The Johnson folder contains confidential information. It should be seen only by the accounting department. A clear message is one that is immediately understood. Be sure to dump trite business phrases. Your goal is to express, not to impress. "The Johnson folder contains confidential information. It should be seen only by the accounting department" does not contain any trite business phrases. This option eliminates wordiness and captures the most important parts of the message. "With reference to" and "every effort should be made" are trite business phrases.

Which of the following are clichés that should be dropped from your business messages? Check all that apply. Think outside the box Enclosed is Welcome change Best regards

Think outside the box Think outside the box is a cliché. Clichés are expressions that have been overused. Clichés are often difficult to understand for people new to a culture. Avoiding clichés will make your writing more fresh and improve its clarity.

Which sentence does not control exuberance? The matter was discussed. The matter was not discussed for long. The matter was handled really unfairly.

The matter was handled really unfairly. The matter was handled really unfairly does not control exuberance. Occasionally we show exuberance with intensifiers such as very, definitely, really, actually, totally, extremely, and completely. Overuse of intensifiers is not businesslike. To write clear and professional messages, you should control exuberance. The other sentences successfully control exuberance by avoiding intensifiers.

Which sentence provides the most clarity? The meeting will be at Harry Laughlin's home in Duluth. The aforementioned meeting will be at Harry Laughlin's home. The meeting will be at Harry Laughlin's domicile in a lovely subdivision in Duluth.

The meeting will be at Harry Laughlin's home in Duluth. The sentence "The meeting will be at Harry Laughlin's home in Duluth" is short, simple, and to the point. It is written to express, not to impress. The other two options are wordy and less clear. Apply the KISS (keep it short and simple) formula to writing business messages to improve clarity.

Although the conference will be held nearby this year, I cannot participate; however, my colleague plans to attend.

This is a compound-complex Correct sentence. The subjects of the independent clauses are I and my colleague, and the predicate verbs are cannot and plans . This sentence is a compound-complex sentence, which means it contains at least two independent clauses and one dependent clause. An independent clause expresses a complete thought with a subject and predicate verb. A dependent clause contains a subject and predicate verb but cannot stand alone as a complete thought. Here, the dependent clause is "although the conference will be held nearby this year." In the first independent clause, the subject is I, and the predicate verb is cannot. In the second independent clause, the subject is my colleague, and the predicate verb is plans. A subject is the noun, noun phrase, or pronoun in a clause that performs the action. A predicate verb is the action being performed by the subject.

Media Choices in Today's Business World

When communicating during a job interview, an advantage is that you can create a personal connection. A disadvantage is that you may express yourself carelessly. When writing a report or proposal, an advantage is that you can use precise wording. A disadvantage is that written documents lack verbal cues.

In which situation would it be more effective to use the direct strategy? Check all that apply. When the bad news threatens the customer relationship When the organization or receiver prefers directness When the bad news is personally upsetting

When the organization or receiver prefers directness Use a direct strategy to organize your bad-news messages when the bad news is not damaging, when the receiver may overlook the bad news, when the organization or receiver prefers directness, and when it is necessary to be firm. Use an indirect strategy when the bad news is personally upsetting, when the bad news will provoke a hostile reaction, when the bad news threatens the customer relationship, and when the bad news is unexpected.

Becoming Interculturally Proficient

When you talk about culture, you often make generalizations about a group of people. The major types of generalizations most people make fall into three categories: stereotypes, prototypes, and prejudices. To become culturally proficient, you need to recognize when you're making assumptions about people and what type of assumptions you're making. Stereotypes are generalizations applied uncritically to large groups of people. Stereotypes are generalizations applied uncritically to large groups of people. While they may be unflattering and unfair, stereotypes often include some truthful observations. Sometimes, however, stereotypes develop into prejudices, which are unyielding, usually negative, preconceptions about a cultural group. Prototypes are dynamic perspectives on groups that shift to incorporate new data. In order to avoid making rigid or ill-founded generalizations about a culture, you should practice tolerance and empathy. These attitudes are critical in a multicultural workforce. In many high-context cultures, saying "no" directly is considered impolite. In the case of the Mexican manufacturing company, it would be rude for you to refuse to do business with them outright, especially if the prototype has promise. In this scenario, it is important for all parties to save face; therefore, you should indicate that you are looking forward to more of their safety test results. This will signal to your prospective vendor that you expect more safety features before you are ready to begin production.

Any time you communicate, you should project professionalism. This even includes when you are using current digital technologies, such as texting and instant messaging. Your boss is in a meeting and just sent you a text with the question "Is PhacedCo's annual revenue $4 million?" You text the information back to him. Which of the following responses is most professional? U bet. $4 mill Ur right its $4 mill Yes. PhacedCo earns $4 million in annual revenue.

You should recognize that your credibility can be damaged if you respond unprofessionally, even when using cell phone and texting technology. The professional response is Yes. PhacedCo earns $4 million in annual revenue. The other two options use text slang that is not normally appropriate in professional settings.

For each of the following sentences, choose the option that makes the message more reader oriented. We are pleased to offer you new health plans during open enrollment. Open enrollment means we can offer you new health plans to choose from. Choose yours today! You will have the opportunity to choose your new health plan during open enrollment. No change necessary.

You will have the opportunity to choose your new health plan during open enrollment.

Identify the trend As part of a plan to emphasize a dynamic corporate culture at the Gagnier and Morris advertising company, Kiran has done away with traditional cubicles and replaced them with open-area "hot desks." A) Globalization of business B) Increasingly diverse workforce C) "Anytime, anywhere" and nonterritorial offices

"Hot desks" are areas that are not assigned to specific people. Instead, each person grabs a desk as he or she needs one. Hot desks create a *nonterritorial environment*, which emphasizes change and encourages collaboration. Such a workspace, however, is not an example of globalization because the hot desks are in one location. Additionally, a diverse workforce is not necessary for nonterritorial offices.

What is one way to improve the upward flow of information? Make it mandatory that employees share their ideas with management. Encourage managers to have regular meetings with staff. Set up incentive programs that encourage employees to compete with each other.

*Encouraging managers to have regular meetings with their teams* not only allows the managers to get to know individual employees but also allows employees to develop relationships with their managers. Employees are more likely to trust a manager they know well. This type of structure encourages innovation, sharing, and collaboration.

Basic Points of Chapter 5

3x3 writing process: Pre-writing, Drafting, Revising 2 types of research: Informal (looking at files, talking to your boss, interviews, etc) and Formal (going to the source, investigating primary sources, conducting scientific experiments) Writing Style. Direct (topic sentence used to introduce audience to idea) Indirect (focuses on larger picture. Topic sentence at end of paragraph) Pivoting (Tool of transition, have only limited sentences ahead of the topic sentence)

Identify the trend Julia, an HR manager at a telecommunications company, is in charge of designing and presenting a diversity seminar that meets the needs of its North American workforce. This group includes men and women right out of college, close to retirement, and from other countries. A) Increasingly diverse workforce B) Flattened management hierarchies C) "Anytime, anywhere" and nonterritorial offices

A *diverse workforce* doesn't only mean ethnically diverse. Age and gender also play a large role in diversity. While young, talented people enter the workforce every day, more experienced workers are staying in the workforce longer. Neither flattened management hierarchies nor "anywhere, anytime" and nonterritorial offices are not primary factors that would create the need for a diversity seminar.

Which sentences are expressed most positively? Check all that apply. A few changes, and your report will be ready to go. Unless you make the following changes, the report cannot be sent. The report is incomplete. Make the following changes so it can be sent. Please make the following changes so we can send your report. We can't send your report until the following changes are made. Once you make the following changes, we can send your report.

A few changes, and your report will be ready to go. Please make the following changes so we can send your report. Once you make the following changes, we can send your report. When delivering any message, especially a negative one, use positive language. You don't want to put your reader on the defensive and risk not getting your message across. Focus on what can be done instead of what can't be done. The three sentences that apply positive language most effectively are "Please make the following changes so we can send your report," "Once you make the following changes, we can send your report," and "A few changes, and your report will be ready to go." The other three sentences take a more negative approach that might offend the intended audience.

While e-mails are now usually used in place of interoffice memos, there are certain messages for which a memo may be more appropriate. For which of the following messages would an interoffice memo be more appropriate than an e-mail? Check all that apply. A message about a legal issue that requires a permanent record A long, complex message reporting the financial state of the company A message letting recipients know that a meeting has been canceled A brief message informing a coworker of a deadline

A message about a legal issue that requires a permanent record A long, complex message reporting the financial state of the company Interoffice memos should be used for important internal messages that are long and complex, require a permanent record, demand formality, or apply to recipients who may not have access to e-mail. Memos are often used to transmit reports or to communicate procedural changes or instructions. Today, memos are often distributed as attachments to e-mails.

Improving Writing Techniques

A misplaced modifier describes the wrong word or phrase in the sentence. In this case, "that showed promise" should describe "job applicants," but the placement of the modifier makes it describe "the company." A revised version of this sentence might read as follows: "Charles recruited job applicants that showed promise for the company." Make sure you place modifiers close to the words they describe. This sentence shows a lack of parallelism. Parallelism refers to a sentence construction that balances similar ideas with similar structures and, thereby, makes your message easier for readers to understand. In this case, "meeting two times in April" is not parallel with the other items in the list: "twice this week" and "twice next week." To make the list parallel, you could revise as follows: "The team will meet twice this week, twice next week, and twice in April." In general, you want to use active voice because it clearly indicates the performer of the action and is more direct. However, passive voice works well when you want to emphasize the action instead of the performer, conceal the performer, or de-emphasize negative news.

Which of the following is an example of how businesses use social networking? Employees at a public relations firm express their level of job satisfaction on Facebook. A public relations firm models an internal social network after Facebook. Employees use the network to share ideas. Employees at a public relations firm connect with family and friends through Facebook.

A public relations firm models an internal social network after Facebook. Employees use the network to share ideas. Some business have adopted the Facebook model for internal social networks. These internal networks can connect far-flung workers and facilitate collaboration and teamwork. Many companies use public networks, like Facebook and Twitter, to connect with customers, create buzz, and crowdsource (derive input and ideas from the public). Connecting with family and friends via Facebook is a personal, not professional, use of social networking. Avoid personal use of social networking at work, and be sure to understand your company's policies on electronic media. Beware of posting about your job on social networking sites; remember that privacy doesn't really exist when it comes to the Internet.

Preparing Digital-Age E-Mail Messages and Memos

A subject line is mandatory. Make sure it includes the central idea of your message for quick identification. A friendly greeting expresses goodwill to your reader and visually marks the beginning of your message.

Ethics in the Workplace

Abiding by the law is a key principle in ethics; therefore, it is not appropriate to use the publicly posted images without permission. Copyright law is particularly important given our reliance on the Internet for research. Materials on the Internet are not automatically considered part of the public domain. You should assume that anything produced privately after 1989 is protected by copyright. You must give credit to the original source. Not only is this the ethical course of action, but it may also protect you from legal problems in the future. At some point, it might be necessary to contact outsiders to address major ethical problems. In most cases, however, a more effective (and immediate) solution is to discuss the issue internally with a supervisor or someone you trust.

Effective Communication in Intercultural Environments

Achieving intercultural proficiency can lead to many opportunities. One step in becoming effective at communicating in intercultural settings is to understand nonverbal communication. For example, in some societies it is considered rude to point your finger. There are several techniques you can use to achieve competence in intercultural communication. In some cultures, it is considered bad form to point your finger, as in giving directions. Nodding and exchanging business cards are acceptable gestures; however, in order to communicate most effectively in intercultural settings, be aware that different gestures carry different cultural meanings. Work to become more aware of your own gestures when communicating in different cultural situations.

Communicating Negative News Effectively

All businesses encounter difficulties and must deliver bad news. Bad news can be disappointing, irritating, and even maddening to the receiver of the message; consequently, such messages must be written carefully. If the receiver of a negative message knows the reasons for the rejection , bad feelings can be reduced. Even when the receiver knows the sender of the message and the truth of the matter, bad feelings can arise from receiving bad news. In fact, bad news can be even more disappointing when an individual is aware of the problem or has a good relationship with the sender. Be sure to reduce the bad feelings associated with negative messages by making sure that the receiver knows the reasons for the rejection, feels the news was revealed sensitively, and believes the matter was handled fairly.

Rather than determining whether a culture has good or bad ethics, it is best to look for practical solutions to the cultural challenges of doing global business. Which of the following suggestions acknowledge different values and respect the need for moral initiative? Check all that apply. Rationalize questionable decisions. Make reflex judgments. Broaden your view. Embrace transparency.

Broaden your view. Embrace transparency. Broadening your view and embracing transparency will help you safely navigate often ambiguous intercultural ethics. With a broader view, you will be able to better understand the cultural context and actions of others. If you are transparent, there is less chance that you will make a poor ethical decision. Rationalizing questionable decisions and making quick reflex judgments will likely lead you into murky ethical situations that may not turn out well.

Rescuing Buried Verbs

Buried verbs are verbs that are needlessly converted into noun expressions. For example, sentence 1—"We will engage in the preparation of your information packet immediately"—contains a buried verb. This sentence should be revised for clarity to read, "We will prepare your information packet immediately."

You have been presented with an ethically ambiguous situation and are considering a solution that you know to be legal. You've already determined that if you were on the opposite side, you would take the same action. Which of the following questions should you ask next? Are there alternate solutions that are more ethically sound? What would be easiest? What are the potential repercussions?

Consider all your options before coming to a decision. Every problem has alternatives. By examining how various solutions might work, you can come to a more ethical solution. Anticipating potential repercussions and outcomes is important when making decisions; however, in ethically ambiguous situations, you should consider the alternatives that are more ethically sound first.

Basic points of Chapter 2

Defining successful teams 4 Step development phase: Forming, Storming, Norming, Performing Use effective face-to-face meeting practices (including active listening) Virtual meetings (more cost-effective) Soft Skills NonVerbal Communication Professional and Business Etiquette Skills

What questions should you ask yourself when proofreading? Check all that apply. Which channel would be most appropriate to send this message? Did I use proper formatting? Who is my secondary audience? Is everything spelled correctly?

Did I use proper formatting? Is everything spelled correctly? When proofreading, you should ask yourself, "Is everything spelled correctly?" and "Did I use proper formatting?" Proofreading is especially difficult because most of us read what we think we wrote. Therefore, careful proofreaders should check for problems in spelling, grammar, punctuation, names and numbers, and format. You should consider your secondary audience and the appropriate channel during the planning phase of the 3-x-3 writing process.

Workforce Diversity: Benefits and Challenges

Diverse groups produce better results that fit today's increasingly diverse markets and consumers. Companies committed to hiring a diverse workforce will likely be more successful because such a workforce gives them a competitive edge. Hiring a diverse workforce is not any more expensive than hiring a homogenous workforce. Companies do not seek diversity to avoid hearing employees gripe.

Dina is in a meeting when she receives a text message from a client. The client is requesting confidential information. When no one else is looking, she responds to the client with the following text: "I'll text you the information when I'm out of this meeting." Which texting guidelines does Dina ignore in this situation? Check all that apply. Don't text in inappropriate situations. Alert the sender when the sender has sent you a message by mistake. Don't text confidential information. Identify yourself when texting a new contact.

Don't text in inappropriate situations. Don't text confidential information. Texting is inappropriate in any situation in which it is inappropriate to make or receive a phone call. Dina should respect those around her by not texting during meetings, presentations, conversations, and the like. She should wait until the meeting is over before checking her text messages or responding to the client. It is also inappropriate to send confidential information via texting. Dina should not tell the client that she will text such information. Dina does not need to identify herself in her text because the client knows who she is. If Dina were texting a new contact who had not already texted her, then she would need to identify herself. The text Dina receives is meant for her, so there is no need to alert the sender of a mistake

Composing the First Draft with Effective Sentences

Effective messages avoid common sentence faults and use a variety of sentence types and lengths, while tending toward shorter sentences for clarity. To improve this message, you should reduce sentence lengths, correct run-on sentences, and correct fragments. Some of the sentences in this message are long and difficult to follow. They could be broken down into more digestible pieces that will be easier for your reader to comprehend. While you want a variety of sentence lengths and types to keep your writing interesting, you also want to communicate as clearly as possible. Thus, you should tend toward shorter sentences; in general, try to average around 20 words per sentence. A run-on sentence contains at least two independent clauses that are not properly joined to form a compound sentence. In a compound sentence, the independent clauses must be joined by a comma and coordinating conjunction or a semicolon. Alternatively, the independent clauses can be separated into their own sentences. In this message, the independent clauses beginning with "the workshop will be led" and "he will help" are not properly joined to or separated from the preceding clauses. Thus, they make the sentences in which they appear run-on sentences. A fragment is an incomplete sentence punctuated as if it were a complete sentence. You can often correct a fragment by attaching it to the sentence that precedes or follows it. In this message, the fragments are "From 9:30 a.m. in the morning to 5:30 p.m. in the evening unless it goes longer or ends more quickly than expected" and "Because there are only 40 spots so spaces are limited even though many may be interested."

Although most international business is conducted in English, levels of comprehension can vary. How can you enhance your oral communication skills in international environments? Check all that apply. Encourage accurate feedback. Teach English phrases. Smile when appropriate. Accept blame. Assume comprehension. Speak loudly. Follow up in writing.

Encourage accurate feedback. Smile when appropriate. Accept blame. Follow up in writing. You can enhance comprehension by encouraging accurate feedback, accepting blame, smiling when appropriate, and following up on your business in writing. Ask questions and check frequently for comprehension. Learn phrases in other languages rather than trying to teach others English phrases. Speaking loudly is necessary only when your audience is hard of hearing, not foreign.

Basic Points Chapter 14

First step in an effective presentation is to identify its purpose and audience. 3 sections: intro, body, conclusion Visual aids (like powerpoints) help keep the audience interested and on-track. Do not memorize the presentation. Instead use cues. Maintain eye contact with the audience. Keep the audience engaged. Look presentable, punctuate words (nonverbal cues).

Basic Points of Chapter 8

Good writing follows a 3 phrase process Analysis, Anticipation, Adaptation Research, Organization, Drafting Editing, Proofreading, Evaluating 4 main types of positive messages: Typical request, response, instruction messages Direct claims and complaints (letters are the most effective ways to get to a company) Adjustment Messages Goodwill Messages 4 steps involved for writing direct claim or complaint Open with a clear statement Explain and justify the claim or complaint Conclude with an action request Put it all together and revise

In general, the Germans prefer fast responses. Individualism Context Communication style Time orientation

In some cultures, time is regarded as a finite resource. It would be considered rude to keep a German businessperson waiting for a response.

Communicating Nonverbally

In U.S. culture, punctuality indicates that you care about the matter at hand and respect the people involved. Therefore, to communicate to your new team that you will be an engaged and respectful team player, plan to be punctual. While sustained eye contact communicates trust and respect, prolonged eye contact can seem intrusive or intimidating. Hugging your new team members at your first meeting would be inappropriate. You don't know them very well yet, and you don't know what their territorial needs are. Remember to respect people's personal space. Sloppy messages indicate that the sender has not taken the time to make the message meet professional standards, and while the intent of the sender may not be unprofessional, the receiver of the document interprets sloppiness as a lack of professionalism and respect.

What should you include in the closing of an adjustment message? A statement blaming another party A guarantee that the situation will never occur again An expression of confidence that the situation has been resolved

In closing, express confidence that the problem has been resolved and that continued business relationships will result. Do not guarantee that the situation will never occur again, and do not blame others.

The Japanese tend to use ambiguous language in their business dealings. Time orientation Power distance Communication style Individualism

In high-context cultures, such as the Japanese culture, greater meaning is placed on the context surrounding a message than on the message itself. This dimension of culture is communication style.

Identify the trend Line workers at a Virginia steel mill developed a new process that made the line safer. It went through only one level of management before it was approved by the vice president of operations. A)Innovative communication technologies B) Teaming C) Flattened management hierarchies

In order to remain competitive, many companies have *flattened management hierarchies*, leading to quicker decision making and fewer costly time delays. Consequently, the line workers' new process was quickly approved. In this situation, innovative communication technologies and teaming did not influence the speed of decision making and process implementation.

You just got back from a convention where you saw some new software you think the information technology director could use. You can get a discount on the software for the next six weeks because you attended the convention. Unfortunately, the technology director is on vacation this week. How should you tell the IT director about this opportunity? You should use an e-mail , which is a lean medium

In this situation, e-mail is the best channel. E-mail allows people to receive and respond to messages at their own convenience, which is especially helpful if the recipient is on vacation. E-mail is a lean medium, meaning that it does not allow for the intimacy and immediate feedback of richer channels, like face-to-face conversation. Not every message requires a rich medium, but remember that richer media are better for more personal communication.

For what purposes do companies use blogs? Check all that apply. Internal communication Recruiting Online community building

Internal communication Recruiting Online community building Blogs allow businesses to interact with customers and employees and to keep them informed. Blogs can potentially reach far-flung and vast audiences. Companies use blogs for public relations, customer relations, crisis communication, market research, viral marketing, online communities, internal communication, and recruiting.

Basic points Chapter 16

Interviewing: you should research company and practice interview questions Purpose, Research, Practice (STAR method) Send messages (verbal and nonverbal cues) Recognize different types of interview questions ( Asking questions and closing (also confirm the next step) Send a thank-you note afterwards Contact your references and let them know they may be contacted by a recruiter Follow up if you do not hear back after 5 days or longer

Basic Points of Chapter 6

Keep messages concise: Avoid flabby expression, trite business phrases, cliches, and slang Avoid opening with fillers and long lead-ins Shun Redundancies Keep it short and simple Control Exuberance (words like really and completely should be avoided) Improve readability through document design Use lists for easy comprehension Proofread for correctness Evaluate the effectiveness of the message

Using Effective Practices and Technologies in Virtual Meetings

Lindsay, Lance, and Ayden are in a Web conference using the Share Desktop function in a virtual training meeting. Web conferencing allows participants to collaborate virtually in real time. Web conferencing programs include features that allow for slide show presentations, live or streaming video, meeting recording, whiteboard and annotation capabilities, screen sharing, and text and audio chat. Videoconferencing involves video images, and audioconferencing uses telephonic technology to bring people together virtually. You should train people on the meeting technology before your meeting, not during. Training during the meeting will waste time and frustrate participants who already know how to use the technology. Virtual meetings are similar to face-to-face meetings; you should always start on time and provide an agenda. When conflict arises, it should be addressed frankly and courteously. As you progress through the meeting, recap important items to help with retention of information and comprehension. Good meeting procedures encourage participation from all participants and make meetings more effective. Jen should suggest that the team use a digital calendar to schedule alternate meeting times. Calendaring software can be used to set a meeting date, issue invitations, and send the agenda. Reducing the size of the team doesn't directly address the issue, and using the telephone might be difficult since team members work in three different time zones.

Listening in the Workplace

Listening skills are important for career success and organizational effectiveness. Considered one of the soft skills, listening skills allow you to improve the effectiveness of your communication with supervisors, colleagues, and customers. To become a more powerful listener, you can employ a variety of techniques. For example, if you're having trouble focusing on a message, you could paraphrase to increase understanding . When you rephrase an idea using your own words, you ensure that you fully understand the concept. Be sure you understand the concept before you ask others for their opinions. In professional situations, you should always focus on the task at hand.

Enhancing Readability Through Document Design

Lists can improve readability by providing white space on the page, focusing attention, and increasing skim value. Lists provide white space, improve focus, and increase the skim value of the document. Margins provide white space; however, they do not improve skim value. Fonts provide emphasis on words to improve readability.

The following descriptions identify a dimension of culture. Which dimension is described in each case? The German culture believes in personal responsibility in business matters. Individualism Time orientation Power distance Communication style

Low-context cultures, such as the German culture, value independence, personal responsibility, and individual freedom. This dimension of culture is individualism. Time orientation: Time orientation refers to how the culture views the resource of time. Communication style: Communication style refers to verbal and nonverbal communication. Individualism: Individualism refers to attitudes toward independence and freedom from control. Context: Context refers to the stimuli and environment surrounding an event. Power distance: Power distance refers to views on social inequality and expectations for behavior based on social status.

Identify the trend Your company is restructuring, and two layers of management have been eliminated. You now report directly to the national sales manager instead of a regional sales manager. A) Innovative communication technologies B) Flattened management hierarchies C) Teaming

Many companies are choosing *flattened management hierarchies*, which tighten their organizations by trimming layers of management and reorganizing teams so that they work more closely and efficiently with each other. Innovative communication technologies and teaming do not necessarily affect to whom you report.

Identify the trend illustrated by the following example. Due to the downturn in the economy, a U.S. big-box store is no longer seeing double-digit growth in sales. It looks to expand overseas. Declining domestic markets Transportation advancements Favorable trade agreements

Many companies—like Wal-Mart, for example—outgrow their home markets and turn to international ones for new opportunities. The decline of domestic markets helps fuel globalization.

Planning and Participating in Face-to-Face and Virtual Meetings

Mitch needs to present the just-in-time system to his management staff so they can work with him to ensure employee buy-in, and he must provide information to management so they can work on implementing his new plan. Ultimately, he wants the information to help his management team motivate employees to accept the change, but the primary purpose of this meeting is informational. To ensure the highest level of employee buy-in, Mitch needs to educate the supervisors of his business first. By explaining the just-in-time inventory system to management, he can rely on the managers to spread the information to the rank-and-file employees. He should plan on presenting the system to 30 or fewer managers. Digital calendars make the task of scheduling meetings quicker and more efficient. Several online calendars allow you to check participant availability, schedule meetings, and send out meeting reminders. Meeting agendas are used during the meeting. Minutes are sent out after the meeting to archive meeting information.

Positive Messages and the Writing Process

Organizations exchange information internally and externally. External messages go to customers, vendors, the government, and other business partners. Internal messages travel upward to supervisors, downward to employees, and horizontally among workers. Understanding the different types of business messages and following the 3-x-3 writing process will help you write more effective professional messages. Direct claim messages are considered positive messages. Negative messages include refusals and other types of bad news. A sales pitch is an example of a persuasive message. Business messages fall into three content areas: positive messages that communicate straightforward requests, replies, and goodwill; negative messages that deliver refusals and bad news; and persuasive messages, such as sales pitches. Understanding the different categories of messages will help you follow the appropriate organization and write more effectively. While most business communication is now done electronically, there remain situations in which a business letter is most appropriate. Messages delivered through business letters are less likely to reach unintended recipients than messages delivered through e-mail . Thus, business letters are more confidential . In certain situations, business letters remain the preferred channel for delivering messages outside an organization. These external business letters go to recipients such as customers, suppliers, government agencies, and other businesses; and they may be used to deliver contracts, explain terms, exchange ideas, negotiate agreements, answer vendor questions, and maintain customer relations. Business letters provide a permanent record and are more confidential than other channels, such as e-mail, because they are less likely to reach unintended recipients. Additionally, business letters offer a sense of formality and importance that other channels do not.

Building Well-Organized Paragraphs

Paragraph B uses the pivoting approach to compare and contrast the two new sites and their culture. Notice how the word "however" at the beginning of the third sentence emphasizes the turn in direction. Paragraph A is direct because it places the most important information at the beginning: "Last week, three of our Xcite executives closed a lucrative merger deal with Editionplus." Most business messages use this paragraph plan to clarify the subject immediately. Paragraph C takes an indirect plan, which is used to persuade and explain. Indirect paragraph plans place the topic sentence toward the very end of the paragraph. A limiting sentence allows you to compare and contrast a point. It sets up the pivot point using a transitional expression to indicate a transition in ideas being compared. The option "Many Xcite employees are concerned that the new site will not have the same relaxed corporate environment as the current site" is the limiting sentence. "However, this is not the case: The relaxed corporate environment at the San Francisco site will be replicated in Los Angeles" is the topic sentence. Note that the transition "however" is used in this paragraph to signal a contrast between the limiting sentence and the topic sentence that follows.

Basic Points Chapter 15

Personal Brand and cover letters are important within the job market. Resume formatting: Main heading Career objective/summary of qualifications Education work experience skills and capabilities Cover letter formatting: Introduction (captures attentions, identifies position applying for, states message purpose) Body (strengths and needs) Closing (requests an interview)

Making Podcasts and Wikis Work for Business

Podcasts and wikis are part of Web 2.0, which allows users of the web to create content. Prudent business use of Web 2.0 applications can help businesses build and maintain their reputations online. Understanding how to use Web 2.0 communication tools will be important when you are on the job. Businesses have embraced podcasting to broadcast repetitive information that doesn't require interaction. For example, some companies use podcasts to broadcast HR policies that can be accessed on demand. Podcasts are used to deliver information that needs to be accessed by many but does not require interaction. Some companies use them to replace costly teleconferences that distribute information. A podcast is not the best channel to share confidential or legal information.

Determine the problem in the following sentence. If anyone wants to come to my office to see my new computer let me know. Spelling Names and numbers Punctuation

Punctuation Pay attention to missing commas, periods, colons, and semicolons. This sentence is missing a comma after the dependent clause (between computer and let). There are no spelling or name and number errors in this sentence.

Sharing the Writing in Teams

Progressive organizations employ teams to achieve their objectives. Because much team-based work involves writing, professionals need to be aware of the potentials and pitfalls associated with writing in teams. Writing in teams is beneficial when the project is large, the deadline is short, or additional expertise is needed. Asking your supervisor to write the report would not make sense because it is not her job. Asking a team of coworkers to assist you is not necessary in this situation. During the drafting phase of the writing process, your team should work together closely to brainstorm and plan the report. The initial writing of the report contents should be completed separately. The team will come back together for the final phase and develop a process to synthesize the various aspects of the report. Writing the report all together as a team would be time consuming and inefficient. You should not write the report on your own if it is a team report. Web conferencing allows participants to exchange ideas and make decisions in real time. E-mail would be a poor choice because it is asynchronous and tracking multiple ideas would be difficult. Texting is better suited for quick messages; it is not a good tool for a more in-depth conversation with multiple people.

When readers post comments on your blog, which guidelines should you follow when you respond? Check all that apply. Proofread your responses before posting them. Wait at least a week before responding to a comment. Respond only to positive comments. Respectfully respond to comments with which you disagree. Don't ramble.

Proofread your responses before posting them. Respectfully respond to comments with which you disagree. Don't ramble. You should respond politely and promptly to comments on your blog. If you disagree with a comment, be respectful in your reply. Avoid rambling, and remember to edit and proofread everything on your blog, including your responses to readers' comments. You can strengthen your online presence by posting thoughtful comments on other blogs relevant to your business. When blogging, remember these eight tips: Craft a catchy and concise title, ace the opening paragraph, provide details in the body, consider visuals, include calls to action, edit and proofread, respond to posts respectfully, and learn from the best.

What are some of the characteristics and skills most employers look for in recruits?

Receptiveness to feedback Creative thinking Ability to analyze research to find a solution

What are the main goals of an adjustment message? Check all that apply. Apologizing Rectifying the wrong Assigning blame Promoting further business Regaining the customer's confidence

Rectifying the wrong Promoting further business Regaining the customer's confidence The three main goals of an adjustment message are rectifying the wrong, if one exists; regaining the customer's confidence; and promoting further business. Never blame customers, individuals, or other departments, even when they may be at fault. Apologies should not be the primary focus of the message. Depending on the circumstances, you may decide to include an apology in an adjustment message.

What are the dos of using electronic media professionally? Check all that apply. Separate work and personal data. Keep sensitive information private. Download software on your work computer as long as it's free. Be careful when blogging, tweeting, or posting on social networking sites.

Separate work and personal data. Keep sensitive information private. Be careful when blogging, tweeting, or posting on social networking sites. Understanding the dos and don'ts of using electronic media professionally will help you maintain professional credibility and communicate more effectively at work. You should keep sensitive information private, separate work and personal data, and be careful when blogging, tweeting, or posting on social networking sites. You should not download free software and utilities to your work computer because you could compromise the security of your company's computer network.

Instant messaging and texting can save time and simplify communication with coworkers and customers. Before using either on the job, however, be sure you have permission. If your organization does allow IM or texting, you should follow best practice guidelines. Which option is the best practice to avoid disruptions in productivity? Learn about your organization's IM policies. Set your status presence as unavailable when you need to complete a project. Contact coworkers at regular intervals.

Set your status presence as unavailable when you need to complete a project. Set your status presence as unavailable when you need to complete a project or meet a deadline. This will signal to your coworkers that they should not IM you and will prevent disruptions in productivity.

Good manners are increasingly important in today's diverse workplace. How should you practice courtesy with coworkers? Express appreciation and praise. Discuss personal topics. Critique coworkers' work.

Sincerely complimenting a coworker on a job well done creates better morale in the office. Critiquing your coworker without an invitation to do so will undermine his or her trust in you. While sharing personal stories often serves to help people build relationships, you should discuss personal topics in social situations and not while you are at work.

Value to professional Teams

Teams usually make better decisions, but they do not always require less work than individual efforts and may or may not be more enjoyable than working alone. Decisions made by a team are more accurate and effective because each team member contributes his or her own expertise and perspective. While proper training and good technology are important to successful virtual collaboration, the first step in building successful virtual teams is choosing the right team members. The third stage of team development is norming. During this stage, team members begin to function as a unit, and formal leadership roles become less important. As demonstrated in this situation, information flows between group members as they work toward their mutual goals. The team isn't yet at the performing stage because they are still gathering information and communicating about how they will execute the project. Look for common ground. Once you determine the interests you have in common, it's easier to come to an agreement. Focusing on your team members' personalities would most likely escalate the conflict. Protecting your own interests is not in the best interest of the team or the decision-making process. In a consensus, the group discusses the situation and available options until they arrive at a mutually agreeable solution. This is often the most effective decision-making strategy.

Identify the trend illustrated by the following example. A U.S. retailer of high-tech products looks to open stores in Russia where there has been a surge in demand for smartphones and tablet computers. Favorable trade agreements Robust middle-class growth Transportation advancements

The middle class has grown in parts of the world once considered developing, and, thus, there is more worldwide demand for consumer goods such as high-tech products. New markets emerge to meet these demands, and the rise of new markets means that companies have more opportunity to do business around the globe. Russia is one of the places expected to show significant market growth in the coming years.

The presenter used visual aids to engage the audience.

This is a simple sentence. The subject of the independent clause is presenter, and the predicate verb is used. This sentence is a simple sentence, which means it contains one independent clause. An independent clause expresses a complete thought with a subject and predicate verb. Here, the subject is presenter, and the predicate verb is used. A subject is the noun, noun phrase, or pronoun in a clause that performs the action. A predicate verb is the action being performed by the subject.

Attendance at the meeting on May 20 is optional, we encourage you to go if your schedule permits. The meeting agenda will be available by the end of the day.

This message contains a comma splice. This message contains a comma splice. A comma splice occurs when two independent clauses are joined only by a comma. If you join two independent clauses, you must use either a comma and coordinating conjunction or a semicolon. Alternatively, you can put the independent clauses into their own separate sentences. To fix the comma splice, you could revise as follows: "Attendance at the meeting on May 20 is optional, but we encourage you to go if your schedule permits."

Thank you for taking the time to interview me for the program coordinator position. I enjoyed meeting everyone. And learning more about the company.

This message contains a fragment. This message contains the following fragment: "And learning more about the company." A fragment is an incomplete sentence punctuated as if it were a complete sentence. You can often correct a fragment by attaching it to the sentence that precedes or follows it. To get rid of the fragment in this message, you could revise as follows: "Thank you for taking the time to interview me for the program coordinator position. I enjoyed meeting everyone and learning more about the company."

Which of the following sentences use slang or buzzwords? Check all that apply. Please send me the press release. The HR seminar on diversity is required for all employees. The teams collaborated to design the product. This strategy is both innovative and cost effective. It would be rad to have a booth at the trade show.

This strategy is both innovative and cost effective. It would be rad to have a booth at the trade show. Slang is informal language with arbitrary meaning; it's fashionable for a time before losing its appeal. Buzzwords are technical expressions that lack substance and are often used to impress. "It would be rad to have a booth at the trade show" uses the slang term rad. "This strategy is both innovative and cost effective" uses the buzzwords innovative and cost effective. Avoid using slang and buzzwords in your business messages. They carry little meaning and may even muddy communication.

Which is the most clear and precise sentence explaining how to apply for a junior accountant position? Our Human Resources Director, Maricela Ortiz, will review all applications for the junior accountant position. If you want to apply for the position, you should include a cover letter, a résumé, and a list of references in your application, which should be sent to Maricela Ortiz. If you would like to apply for the junior accountant position, send your cover letter, your résumé, and your list of references to our Human Resources department. Send them to Maricela Ortiz in the Human Resources department. To apply for the junior accountant position, please send your cover letter, résumé, and list of references to Maricela Ortiz, Human Resources.

To apply for the junior accountant position, please send your cover letter, résumé, and list of references to Maricela Ortiz, Human Resources. The most clear and precise sentences are "Please consult the Frequently Asked Questions web page before submitting new content to the webmaster" and "To apply for the junior accountant position, please send your cover letter, résumé, and list of references to Maricela Ortiz, Human Resources." These sentences use plain and familiar words, front-load the message with the most important information, avoid wordiness, use precise verbs and concrete nouns to give clear meaning, and employ a courteous and professional tone.

How can companies use wikis? To build professional networks To facilitate feedback before and after meetings To promote customer interaction

To facilitate feedback before and after meetings Wikis are easy-to-use collaboration tools that can facilitate feedback before and after meetings or serve as repositories for meeting minutes. Wikis can also replace meetings with online discussions and brainstorming sessions. Wikis are used primarily for internal purposes and are not used to communicate with customers. Social networking sites like LinkedIn are used for networking, but wikis are not.

Which of the following characteristics are examples of tolerance or empathy? Choose all that apply. Compromise Open-mindedness Rigidity Insistency Trust Distrust

To interact successfully with people of different cultures, you must be willing to see the world from their perspective and to understand their point of view. This willingness to see the world differently requires open-mindedness. You must also be willing to compromise and to trust that you and your business associates have common goals. Rigidity, insistency, and distrust are not examples of empathetic or tolerant behavior.

Determine which punctuation rule is illustrated by the following sentence. At our company retreat, I met employees from Tempe, Arizona; Denver, Colorado; and Honolulu, Hawaii. Use a semicolon to separate items in a series when one or more of the items contain internal commas. Use a colon to join closely related independent clauses. Use a colon to separate items in a series when one or more of the items contain internal commas.

Use a semicolon to separate items in a series when one or more of the items contain internal commas.

Grammar and Mechanics - Adjectives and Adverbs

Well is an adverb and is modifying, or describing, the verb do. Good is an adjective that is used to modify a noun. Use adverbs, not adjectives, to describe or limit the action of verbs. Use adjectives after linking verbs ("the cake is good") or to modify nouns ("good cake"). Adverbs ending in ly that are combined with an adjective to form a single modifier are not hyphenated. Hyphenate two or more adjectives that are joined to create a compound modifier before a noun. Compound adjectives shown in the dictionary with hyphens are considered permanently hyphenated, regardless of whether the compound appears before or after a noun.

Which are appropriate questions to ask when profiling your audience? Check all that apply. What is my relationship with the audience? Why am I writing this message? Do I like my audience? What position does the audience hold in my organization? Who is my primary audience?

What is my relationship with the audience? What position does the audience hold in my organization? Who is my primary audience? "Who is my primary audience," "What is my relationship with the audience," and "What position does the audience hold in my organization" are all good questions to ask when profiling your audience. Whether or not you like the audience is not a relevant question to ask when you are developing an audience profile. Why you are writing the message is a good question to ask, but it will not help you profile your audience.

Proofreading to Catch Errors

When proofreading, revising, and evaluating, you should use the following checklist. Eliminate flabby expressions. Avoid opening fillers and long lead-ins. Shun redundancies. Tighten your writing. Keep the message simple. Avoid trite business phrases. Don't use clichés or slang. Rescue buried verbs. Control exuberance. Improve readability through document design. Proofread for correctness. Evaluate your final product.

As per your written request, your account has been credited in the aforementioned amount. Your account has been credited for the aforementioned amount. Your account has been credited for $34.00. As per your written request, your account has been credited.

Your account has been credited for $34.00. The sentence "Your account has been credited for $34.00" is short, simple, and to the point. It is written to express, not to impress. The other two options are wordy and unclear. To improve clarity, apply the KISS (keep it short and simple) formula to writing business messages.

Which questions should you ask yourself before determining what and how to research? Check all that apply. What will happen if the receiver doesn't take action after receiving the message? What is the receiver to do after reading the message? What strategies should I use when looking up information in the library database? What does the receiver need to know about this topic?

What will happen if the receiver doesn't take action after receiving the message? What is the receiver to do after reading the message? What does the receiver need to know about this topic? Before you begin to gather information for your message, first consider what the receiver knows about the topic. Second, if your message requires the receiver to take action, you should consider what the receiver is to do, how the receiver is to do it, when the receiver must do it, and what the result will be if the receiver doesn't take the action. Knowing the answers to these questions will help you more accurately target your research efforts because you will have a clear understanding of what information needs to be included in your message to meet your receiver's needs and convince him or her to take action. It is too early in the composing process to consider what research strategies to use. First, you must understand what the receiver knows and how he or she might respond to your message. Only after this step should you determine what research strategies might be most appropriate.

Basic Points of Chapter 9

Writing a bad news letter: use passive voice and positive words -3x3 writing process needs to be used Analysis, Anticipation, Adaptation Research, Organization, Composition Editing, Proofreading, Evaluating Avoid Abusive language, Careless language, good-guy syndrome (avoid expressing personal opinions) Use of Direct (save time for the reader) or Indirect (provides a buffer) writing strategies The 5 Rs: Recognition, Responsibility, Remorse, Restitution, Repeating Maintain positive customer relationships Respond quickly Follow up formally Watch Social Media

Using the 3-x-3 Writing Process as a Guide

Writing a message in a business environment can seem daunting. If, however, you understand the basic goals of business writing and the 3-x-3 writing process, you will have an easier path to composing your messages with confidence and clarity. You should spend approximately 25 percent of your writing time on the second phase of the 3-x-3 writing process, and 25 percent of your hour is 15 minutes. Taking 45 or 30 minutes for writing would be too long and would not give you enough time to spend on revision. Carefully revising your message will be especially important in this situation because you are writing to a Japanese audience for whom English is a second language.

Which of the following statements best describes metabolism in its entirety in all organisms?

Writing skills are increasingly important in today's digital workplace because many workers stay connected by using communication technologies like e-mail and instant messaging. For example, imagine that an angry customer writes a letter complaining about a defective lamp and demands a refund. You have the task of denying the refund without making the customer angrier. The only way to accomplish this is by using some sophisticated writing skills. Crafting an effective written message is challenging. In this situation, because you are giving bad news, you will need to be skillful and effective in writing a message that will be acceptable to your audience and that will encourage your audience's continued business. While your reading skills will assist you in reviewing the customer's letter, they're not the skills you'll use when you respond to the customer. If you speak directly to the customer later on, you'll need to use your listening skills.

Which of the following is most professional? Wearing multiple earrings in each ear Wearing a lot of perfume Keeping neatly styled hair

Your appearance sends an important nonverbal message to business colleagues and potential employers. Strive to convey a professional appearance at all times. A professionally dressed person would choose to keep neatly styled hair. While exotic jewelry and lots of perfume may be appropriate for social situations, in the business world, the main focus should be on your work. Maintaining a neat and clean appearance impresses clients and superiors.

We know that your health is your most important asset. We want to help you protect it. You know that your health is your most important asset. We're here to protect it with our comprehensive health plans. Your health is your most important asset. Protect it with health insurance. No change necessary.

Your health is your most important asset. Protect it with health insurance. Whether your message's intent is to inform, persuade, or promote goodwill, concentrate on receiver benefits by making sure you develop the "you" perspective of your message. Many of the sentences in this exercise use the "we" perspective, which takes the focus off the audience and places it on the sender. While your ultimate goal is to focus on the reader, don't overuse second-person pronouns. The reader could feel singled out or criticized, depending on the message. "You will have the opportunity to choose your new health plan during open enrollment," "New plan options include long-term disability and domestic partner coverage. Choose the best coverage to serve your needs," and "Your health is your most important asset. Protect it with health insurance" are the most audience-oriented options because they use the "you" view and focus on audience benefits. The other choices focus more specifically on writer benefits and present information from the writer's perspective.