BCOM 3373 Exam 2

What guidelines should be followed for reviewing reports?

-Discuss the report with the ultimate decision makers so that you can best tailor the final product to their needs -Run through it numerous times, each time considering a different perspective -Review for accuracy and precision in logic -Review for typos or mechanical errors -Review the report over several sittings and several days

What are the components in setting expectations?

-Explain expectations -Describe responsibilities -Provide deadlines -Discuss coordination -State goodwill

When delivering bad news, should a communicator focus more in a recipient's attitudes and intentions or action and results?

-Focus on solutions and long-term benefits -Use a solution-oriented approach to negative situations, and keep a positive tone

What are the steps in creating a research-based business report?

-Identify what decision makers want to accomplish -Plan -Message -Audience -Information

What steps can a person take to make sure they do not misinterpret data in research?

-Learn as much as you can about forecasting, and other forms of statistical and quantitative analysis -Learn as much as you can about spreadsheet, database, and statistical software -Rely on others in your analysis -Stay focused on your business problem and look for the big picture

Understand how to raise the credibility of your reports.

-Supplying the facts with precision -Providing supporting details for your conclusions -Carefully dealing with predictions and cause/effect statements -Responsibly citing your research sources

Understand the different parts of a chart/graph.

-Title Descriptiveness: Title should explain the primary point of the chart, must be short enough for the reader to process quickly -Focal Points: Should support one main idea, can be visually generated in many ways -Information Sufficiency: Charts should contain enough information for the reader to quickly and reasonably understand the ideas that are being displayed -Ease of Processing: By selecting only the necessary information and placing labels and data at appropriate places, you enable your reader to process the information quickly and efficiently -Takeaway Message: Essence of your chart, how the information, title, focal points, and other formatting combine to convey a lasting message

What are the different types of secondary research?

-White Papers -Industry Publications -Business Periodicals -Scholarly Journals -External Blogs -Business Books

Understand the following on designing presentation visuals: amount of information, white space, using styles like bold/italics, etc., high contrast backgrounds, etc.

-limit the amount on info on nay given slide 24 point for titles for body 18 point highlight key information- use bold italics an other formatting features to make key phrases or components stand out -plenty of white space = uncultured appearance -use high contrast backgrounds and colors uses images in moderation develop simple charts and diagrams get professional help when possible

When should an apology be used in a routine message?

Acknowledgement of a mistake or offense, an expression of regret for the harm caused, acceptance of responsibility, a commitment that the offense will not be repeated

What is a memo of transmittal?

Acts to officially announce the release of the report, give the reader the background necessary to understand the report's importance, and further establish the relationship between the writer and the reader

What are the advantages and disadvantages of online surveys?

Advantages: Readily available, can automatically dump all the data into a spreadsheet, can get responses quickly Disadvantages: Not always convenient or possible

Which type of chart (graph) is more versatile than others?

Bar Charts: Useful to compare amounts or quantities

What is a buffer statement, and why is it used in a bad news message?

Buffer: A statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill -It softens the blow

What steps should you take to make sure your report meets your audience's needs?

Consider updating decision makers and involving them in the process

How should a writer choose between bulleted or numbered lists?

Consider whether the order of the items is important

Understand which audience(s) is primary for most business report.

Decision makers

Understand the difference between a paraphrase and a direct quotation (and when each is typically used).

Direct quotations: Verbatim restatements from another source Paraphrasing: Involves using your own words to express the meaning of the original speaker or writer

How can you avoid plagiarism in business proposals?

Document all references to the ideas of others, including: direct quotations, paraphrases, and other instances in which you borrow or reference the ideas of others

What role do emotions and logic play in persuasive messages?

Effective communicators find ways to appeal to the core emotional benefits of products, services, and ideas. Gathering the right information and developing your ideas for persuasive messages is critical. Since your audience is resistant to the message, one of your key tasks is to establish credibility.

How do you ensure that you analyze and interpret data fairly?

Examine causation or correlation, comparisons or analogies, benchmarks, or trends

How is the FAIR test used with persuasive messages?

Facts - how factual is your communication Access- how accessible or transparent are your motives, reasoning, and information? Impacts- how does your communication impact stakeholders Respect- how respectful is your communication.

What are the differences between facts, conclusions, and recommendations? How should each be written well?

Facts: Accurate, well-documented Conclusions: Good reasoning Recommendation: Solid bases

Should routine claims express emotion?

Focus on facts first and emotions second, if it all. Lay out logical , reasonable, and professional explanation for your claim.

What are the components of a report with front matter and back matter?

Front matter: Letter or memo or transmittal, cover, title page, copyright notice, credits, table of contents, list of tables and figures, preface or foreword, acknowledgments Back matter: Reference list or bibliography, appendixes, attachments

What should a writer remember about appreciation messages?

Give thanks, provide rationale, and state goodwill

What should the tone of a routine message be?

Helpful, professional, and reader-centered tone

Why is it important to gather information from a variety of sources when delivering bad news?

If you gather as much information as you can from a variety of sources, you're more likely to make objective judgements and propose fair solutions

What should be remembered about messages that provide directions and set expectations?

Include specific, step-by-step guidelines for accomplishing particular tasks, make them steps stand out clearly

What is a precision-oriented style in reports?

It offers accurate, well-documented facts, good reasoning for conclusions, and a solid basis for recommendations

Why is setting expectations important when writing routine messages and how should it be done?

It's tied to your credibility and ability to foster interpersonal trust in the workplace

What is a main challenge that writers of routine messages must overcome?

Making sure the reader will pay attention

Should routine messages use an 'other-oriented tone'?

No one wants to feel bossed around, so make sure you achieve a positive, other-oriented tone

What are the steps in creating a routine message?

Plan: Identify the exact needs of your audience, gather relevant, accurate, and up-to-date information, create a front-loaded, direct, complete, and detail-oriented message Write: Aim for a helpful, professional, reader-centered tone, show respect to your readers time, apply a concise, easy-to-read, action-oriented style, use subject lines formatting to create a simple navigational design Review: Get feedback when writing on behalf of a team or unit, ensure your message is FAIR, make sure to proofread

Understand the advantages and disadvantages of conducting primary and secondary research.

Primary Research: The analysis of data that you, people from your organization, or others under your direction have collected -Advantages: Survey research is increasing with the ease of online surveys, most reliable and useful for your business reports because you can focus it to meet your specific research objectives and get feedback directly related to your organization and its needs -Disadvantages: Time-consuming, intrusive, and expensive Secondary Research: The analysis of data collected by others with no direction from you or members of your organization -Advantages: Far less expensive, someone already spent the time to conduct and write it up -Disadvantages: Not always reliable, expert-based, relevant, or adaptable

What business research sources are the most reliable?

Primary research

Understand a problem statement in a report.

Problem statements are most effective when they provide the unique context of the problem for the organization and reflect an appropriate sense of urgency -Should be 1-3 sentences long

How should reports be designed to help readers navigate them?

Provide a structure they are familiar with

Why or why not should you provide all research data even if it doesn't fit your expected conclusions?

Provide all the relevant facts, even if they don't fit into convenient conclusions (FAIR Test)

What are the different principles of influence as noted by Robert Cialdani? How do they work?

Reciprocation A principle of influence based on returning favors Consistency Based on the idea that once people make an explicit commitment, they tend to follow through and honor that commitment Social proof A principle of influence whereby people determine what is right, correct, or desirable by seeing what others do Liking A principle of influence whereby people are more likely to be persuaded by people they like Authority A principle of influence whereby people follow authority figures Scarcity A principle of influence whereby people think there is limited availability of something they want or need, so they must act quickly

What is a claim message? What are the elements?

Requests for other companies to compensate for or correct the wrongs or mistakes they have made -Make claim, provide rationale, call to action, and state good will

What should a writer think about when creating a routine request message?

Responsiveness, reliability, attention to detail, commitment, and professionalism

Should a routine message writer expect resistance from the message receiver?

Routine requests involve cases where you expect little or no resistance from the message recipients

What are some tips for presenting a presentation with confidence and authenticity?

SOTEN smile open stance foward lean tone eye contact nod

How do severity and controllability impact a bad-news message?

Severity: How serious or detrimental the bad news is Controllability: The degree to which the bad-news message receiver can alter the outcome

What are important tips to remember about writing reliable, valid survey questions?

Simple to answer, non-leading, exhaustive and unambiguous, limited to a single idea

Should routine messages be general or specific?

Specific

What parts of the FAIR test are important to remember when delivering bad news?

Spend time reflecting on each component of the FAIR test before delivering the message -Take the time to make sure you have been as fair as possible

How should researchers state their objectives when creating a research-based business report?

Spend time with your target audience of decision makers to carefully consider their primary business goals, research objectives, and expectations

When and why do you use different report elements such as a table of contents, executive summary, appendices, cover pages, etc.?

Table of contents: Include for any report over 10 pages, contains first level and second level headings Executive summary: Purpose is to summarize the most important contents, including key findings, conclusions, and recommendations, so that busy executives can quickly understand and act on the report Appendices: Used to provide reference materials, includes financial statements, marketing materials, detailed data tables, brochures, references, resumes, and biographies Cover page: Include a cover letter if a report is more than 10 pages, should include a title, names of those who wrote and are submitting the report, and a date

Why should an indirect approach be used for bad news messages?

The indirect approach helps you prepare your colleagues to accept the bad news

What role does objectivity and positive have in business reports? What should the tone and style be?

The sense that you're providing information, analysis, and advice that is sound, reliable, and unbiased -Use a can-do tone

What should a writer remember about the subject line for an announcement?

The subject line must be specific and must create interest

What are the benefits of using a chart/graph in demonstrating points or relationship in data?

They can effectively convey complex numerical information in a simple an appealing format

Should routine messages be general or specific? Why?

They should be direct and front-loaded, so the reader will be engaged. 10 words or fewer, and you should typically place it subject line of your email to immediately capture attention.

How does emotional intelligence impact the receiver of a difficult or negative performance review?

To accept negative feedback and respond to it well requires high emotional intelligence, since you may feel many emotions, including fear, anxiety, and even anger

What is an inquiry message? What are the elements?

To set off each question so your readers can quickly identify responses to particular questions, can be done by using bullet points, numbered lists, or special formatting

What should the tone of a bad-news message be?

Tone of genuine corn in a professional manner, inject some positive direction to the message, but don't provide false hope

What are the advantages and disadvantages of delivering bad news in face-to-face and in written formats?

Verbal: -Advantages: Can use and observe non-verbal cues, can more easily demonstrate intentions, can more effectively clarify and explain the bad news, can respond to concerns immediately -Disadvantages: May hinder effective delivery, interpretation, and discussion of bad news due to strong emotions, requires more time, less able to document the bad news, less able to provide directions that bad news recipients can reference later Written: -Advantages: Can craft message more carefully, can document the message more easily, can provide a message that serves as a reference, can deliver message to more people more efficiently -Disadvantages: Unable to demonstrate concern through nonverbal cues, unable to immediately respond to concerns, unable to work out mutual solutions, less able to control long-term impacts on working relationships

How long should sympathy messages be? What is the most important requirement for a sympathy message?

Very brief, and it must be sincere

Should immediate impacts be discussed with the recipient of the bad news?

Yes, resist the impulse to minimize the negative impact

Should a routine message writer set expectations in a message?

Yes, setting expectations is directly tied to your credibility and your ability to foster interpersonal trust in the workplace.

Should the bad-news recipient know the communicator is concerned about them?

Yes, they'll generally respond without antagonism and even appreciate your honesty

Why is it important to document your secondary research sources?

You allow decision makers to judge the quality of your data, display your thorough and detail-oriented approach

How do completed reports affect your credibility? How do caring, character, and competence impact your business reports?

Your personal credibility is tied to how well you provide facts, conclusions, and positions that help decision making (competence), involve decision makers and address their needs (caring), and report information honestly and transparent (character)

What is an appreciation message? What are the elements?

a sincere expression of thanks to achieve business goals and strengthen relationships - gives thanks, provide rationale, state goodwill

What are the steps in AIDA? Understand the name and what should take place in each step.

attention- gain attention interest- build interest and curiosity desire- build desire/want action - call to action aka begin purchasing process it must first gain attention and it should end with a specific call to action

What is the benefit of having a preview in a presentation?

audience members have different learning styles. visual learner = 40% of population images and diagrams Auditory leaner= 40% of population enjoy power points kinesthetic learners=20% of population they like handouts

Why should you divide up roles in a team presentation?

be clear with one another about your objectives and key messages decide on your presentation roles stand together and present a united front refer to one another point transition effectively

Why is audience analysis important in routine message creation?

because you generally are working with straightforward matters and your audience is likely to respond positively, you don't need much time for audience analysis of information gathering. Make sure to identify and gather relevant information. Message development is important make sure your readers pay attention.

What are some methods of capturing the audience's attention in a presentation?

becoming emotionally invested in you presentation and engaged thinking about your ideas rhetoricalbol question vivid example dramatic demonstration testimonial or quotation intriguing statistic unexpected exercise chalenge

What is important to remember when delivering negative performance reviews?

dopt a team-centered orientation -Avoid sugarcoating the bad news -Explain the impacts of the individual's poor performance on organizational performance -Link to consequences -Probe for reasons performance is not higher -Emphasize problem solving rather than blaming -Be firm

How should you dress for most business presentations?

dress for success Formal Business Dress Business Casual dress Casual Dress

What are tips to reduce nervousness before a presentation?

engage in relaxation techniques become aware of your breathing practice visualization focus in friendly faces initially to gain composure and confidence watch your food and enrage intake get comfortable with the audience members

What is important to remember about a sympathy message? What are good guidelines?

express sympathy offer support state goodwill

What do casual business dress and formal business dress project to the audience?

formal business - executive presence and seriousness for men neckties are essential Business Casual -more comfortable relaxed feel while still maintaining a high standard of professionalism Casula dress- least formal option

What is a positioning statement, and where does it belong in a presentation?

frames your message in appealing terms to your audience members and demonstrated clear and valuable benefits to them. it should be concise as possible ideally one or two sentences with the positioning statement you demonstrate your presentation is worth paying close attention to.

How should you use gestures in a presentation?

gestures show affirmation and acceptance of your audience members. nodding indicates you agree. when you gesture with body parts you receive postive connections

Why is emphasizing (and reemphasizing) your key takeaway messages so important in a presentation?

good message include supporting information and structure identify 2-3 messages you want to convey reemphasize these messages several times relate to common interest of your audience

How does credibility influence the ability to be persuasive?

how you deliver bad news strongly impacts your credibility. Any perceived dishonesty or deception can damage your credibility.

In external and internal persuasive messages, when should direct or indirect persuasive formats be used?

internal messages more often focus on promoting ideas. more direct and explicitA tend to be based on logical appeals. external messages more often focus on promoting product and services. more indirect and implicit based on emotional appeals

How should you use eye contact in a presentation?

it is extremely important and creates and immediate sense of connection when you meet audience members eye to eye. it forces you to think about your listeners. eye contact facilitates trust many people judge truth-fullness based on eye contact.

What are apology messages? What are the elements?

make acknowledgment express regret take responsibility offer commitment state good will

When should you distribute handouts in a presentation? What are the pros and cons?

makes sense for detailed , numerical, and other information that s difficult to project on screen. cons it can distract your audience members cons you have high control over your presentation wait until the end to distribute handouts you can maintain more control over your messages

What role does goodwill play in routine messages?

message that gives you the opportunity to establish and sustain in a positive relationship with your audience

When should you use analytical vs. emotional appeals in presentations?

oral communications especially speeches and presentations are well suited to strong emotional appeal. because they create bonds between the speaker and the audience. they should also include analytical appeals Motivational Value system = your ability to stay on track. they are attracted to business logic that includes more than just bottom line measures of performance

What should you do in a presentation when you lose your train of thought?

pause until you regain your composure and train of thought repeat the last statement yo made five or six words. doing so will help you regain your thought process.

What is "presence" during a presentation?

presenting gives you an excellent opportunity to connect deeply with you colleagues your clients and other contacts. allows you to express you views in a rich two way environment. you should aim to strike the right style and tone. commanding attention, gathering respect for your ideas, engaging your listeners, and commanding your listeners and inspiring them to take action.

Why should a routine message be direct or front-loaded? What should the paragraphs look like?

state primary message (ten words or fewer) provide details in paragraphs of 20 to 80 words restate request or key message in more specific terms state goodwill

How does a persuasive message's tone and style impact the ability to be persuasive?

the tone for persuasive messages should be confident and positive yet at the same time avoid exaggeration or hype. the writing style should be action orientated and livley.

Understand how to analyze an audience for a presentation, specifically understanding their knowledge level, attitudes, etc.

understanding the need of your audience is one of your first tasks as you develop your presentation. -audience benefits -existing knowledge -concerns -decision makers -appeals -communicator style -learning style

Is a Q&A period after a presentation risky? Why or why not?

when you take questions you show you are interested in your listeners real concerns and needs. you also have an opportunity to clarify points you may have missed cons they may ask you difficult question that make it hard to stay on track.

How should you-voice and I-voice be used in external persuasive messages?

you-voice = Use in external persuasive messages to emphasize to the reader the benefits they receive from your products and services. shows them they are the center of attention I-voice=Use in all persuasive messages, if overused it implies self centered.

Why is your presentation attention-getter so important?

your attention getter is important because that when you introduce your topic and people automatically make a judgement on your presentation therefore having . good attention getter engages people and introduces your topic in a positive manner.