BA Chapter 9
How long should your review take in routine business messages?
1-2 minutes
How fast do you want the reader to know your primary message?
10-15 seconds
how fast should a routine business message take you to write?
5-15 minutes
What should you do when writing business messages?
Aim for a helpful, professional, easy-to-read tone.
What should you ask yourself when rereading your message?
Did the reader fully understand my request and terms
What components should be added when making an announcement in routine messages?
Gain attention Give announcement Provide details Call to action State goodwill
what components should you add in appreciation messages?
Give thanks Provide rationale State goodwill
The primary message in routine business messages
It should only be around 10 words and should be in the subject line and first sentence of the message and the last sentence to capture attention of the reader.
Why provide a rationale?
Justifying your response shows professionalism and attention to detail
what components should be added in apology messages?
Make acknowledgment of the mistake Express regret for the harm caused Take responsibility Offer commitment State goodwill
What components should you add when making a claim?
Make claim Provide rationale Call to action State goodwill
What are the components of request?
Make request Provide rationale Call to action State goodwill
What goes in the body of routine business messages?
Provide short sentences and with related details so the reader can gather the full information.
What do most requests have?
Providing a rationale
Components of inquiry responses
Providing responses State goodwill
Why is message development the most important planning step?
Routine messages are cluttered through inboxes, so you must catch the attention of the reader and be very direct. This includes the primary message
How are some ways to make your message easier to read?
Shorter sentences, reader centered approach, and using design aspects such as bullets, headings and numbered lists.
Which of the following is an accurate statement about messages that provide directions?
Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.
Components of directions in routine messages?
State goal Give step-by-step State goodwill
What are components of routine messages?
Stating your primary message Provide details in short paragraphs (20-80 words) Restate the request or primary message State goodwill
What is goodwill?
Trying to achieve a positive tone and trying not to boss anyone around with deadlines or demanding requests.
Which of the following is true of messages showing appreciation?
a sincere expression of thanks strengthens work relationships
apologies are most effective when they
are timely
what tone should you have when making claims
assertive but polite
What are claims?
claims are requests for other companies to compensate for or correct the wrongs of mistakes they have made
What is a primary goal for routine requests?
create goodwill
What is the primary goal of business messages?
efficiency
Which of the following statements about announcements is true?
every announcement should allow readers gather all relevant info in 10-15 seconds
Components of expectations
explain overall expectation describe responsibilities provide deadlines discuss coordination state goodwill
Components of a sympathy message
express sympathy offer support state goodwill
appreciation messages should begin with a
expression of thanks
routine messages should be direct and?
front-loaded.
Nolan asks his team to prepare a proposal for a major client, but he does not outline his expectations. Which of the following is most likely to result?
his credibility will be tarnished
what does delivering effective routine messages do for you?
improves your reputation for personal credibility
how do you discuss coordination?
involves providing guidelines for how employees should communicate and cooperate with one another
What should you do when you write claims
keep in mind that your goal is to have your claim honored focus on facts first and emotions second
Which of the following is the most effective technique to use when making a claim?
lay out a logical explanation of the claim
Carla wants her email messages to emphasize her credibility. Which of the following should she be most certain to do?
make sure she has all the relevant information
how do you describe responsibilities?
means designating tasks and work outcomes to certain employees
What is the most important planning step in routine messages?
message development
In the case of a routine request, one of the primary goals of the message is to
retain the goodwill of the recipient
Which of the following messages generally takes the least time to complete?
routine messages
Marta hears that the son of a major client has died. Which of the following is the most appropriate response?
send a handwritten sympathy card to the client
Deadline details are most likely to be included in routine messages that
set expectations
Which of the following is an effective strategy for responding to inquiries?
set off each question by using special formatting
how do you provide deadlines?
setting out the timeline by which the work should be completed
what is inquiry responses
the very nature of working with others involves asking and responding to questions
how are routine business messages different than others?
they don't as long to plan and review
What do all employees desire?
to feel appreciated
When developing routine messages, you should aim to create a helpful, professional tone during the ______ stage.
writing