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