BCOM Unit 2

In the context of writing bad-news messages, which of the following is true of a buffer?

A buffer refers to an opening that does not indicate that negative news is coming. Indirect messages presenting bad news often begin with a strategic buffer. A buffer refers to an opening that identifies the subject of the message but does not indicate that negative news is coming.

Refused Request

A request that is refused To adapt the general plan to refuse a request, you want to do the following: -Begin with a neutral buffer that references a response to the request -Present your justification or explanation, using positive, objective language -Refuse clearly, objectively, and positively -Include an alternative or compromise when appropriate -Use an end comment that is relevant to your message and promotes goodwill

Active Voice

A sentence with a verb that can take a direct object (the recipient of the action) can be written either in a direct (active) pattern or an indirect (passive) pattern. The subject of the sentence performs the action

Short Sentences

A short sentence is one clause. It is not lengthy. - Short sentences make information snappy and quick, which can make certain points 'stand out' more or give variation within the text to keep the reader interested - For example, 'Stop. Look. Listen. Live'. Carry more emphasis than long, involved ones

Code of Conduct

A statement that guides the ethical behavior of a company and its employees

Lie of Commission

An outright falsehood

Negative Announcements

Announcements that are negative. It usually follow the general indirect plan

Rubber stamps

Are expressions used by habit every time a certain type of situation occurs. They're called "rubber stamps" because, like the wording on a rubber stamp, their wording is the same for all situations.

Denotation

Basic meaning The literal meaning of a word

Direct Claim

Begins with the claim, moves to an explanation, and ends with a goodwill closing.

Specific

Closely related to being concrete. Even if you are talking about something intangible, you can still make your wording as precise as possible

Which of the following guidelines should be followed when writing an order acknowledgement message?

End the message on a goodwill note. Acknowledgment messages should ideally begin with good news and should end on a goodwill note. Anything else you can say that will be helpful to the reader, such as information about new products, services, or opportunities for the reader, is appropriate. These messages can also build goodwill through their warm, personal, human tone.

Topic Sentence

Express the main idea of the paragraph, which the other sentences build around and support. In a sense, the topic sentence serves as a headline for the paragraph, and all the other sentences supply the story.

Order Acknowledgments

Focus on one specific kind of thank you message as well as more general thank you messages for other business occasions.

Which of the following sentences uses mixed construction?

Geeta started the meeting by taking roll, then the minutes from the last meeting were read by her. The sentence "Geeta started the meeting by taking roll, then the minutes from the last meeting were read by her" uses mixed construction. Its begins in the active voice but switches to the passive voice in the second half of the sentence.

Coordination

Grammatical equivalence between parts of a sentence, often through a coordinating conjunction such as and, or but. When you coordinate ideas, you treat them as equal in importance by joining them with and, but, or, so, or yet.

Florian, a customer relations specialist at a clothing company, is writing a letter refusing a customer request to replace, free of charge, a box of shirts that the customer spilled ink on. Which of the following is the best way for Florian to begin his letter?

He should begin his letter with a buffer that sets up the discussion. Florian needs to present the bad news while maintaining goodwill. He needs to convince his reader that the refusal is fair and reasonable before he breaks the bad news. By beginning his message with a buffer that sets up the discussion, Gomez puts the reader in an agreeable or open frame of mind.

Choose the sentence below that makes correct use of a two-word expression (also known as an idiom).

I completely agree with you. The sentence "I completely agree with you" uses the idiom "agree with" correctly. Idioms are seemingly arbitrary word combinations that have become standard in a language. The phrases "comply to," "equally as bad," "seldom or ever," and "authority about" do not combine words in the idiomatic ways that people expect to see in the contexts of their sentences.

Restraint

Instead of acting impulsively or blurting out remarks, they take a moment to consider whether the behavior is appropriate.

Cluttering phases

Is a phase that can be replaced by shorter wording without loss of meaning.

See-Saw Sentences

Is a sentence that goes back and forth between two points.

Buffer

Is an opening that identifies the subject of the message but does not indicate that negative news is coming.

Conversational Language

Is warm, natural, and personable. It engages the reader, and it is also the language that is most easily understood

Which of the following sentences contains surplus words?

It should be understood that attendance is expected at the staff meeting every Friday. The phrase "It should be understood" is an example of surplus words that aren't necessary for comprehension or sentence meaning. To write economically, eliminate words that add nothing to sentence meaning. Eliminating these surplus words sometimes requires recasting a sentence, but often they can just be left out.

Faulty Parallelism

Lack of balance in grammatical forms; dissimilar or unequal weight A list has faulty parallelism when an item doesn't match the others in the list.

Lie of Omission

Leaving out information

Two word expressions Idioms

Many expressions seem arbitiary, but to avoid unclear or distracting writing, you need to use the word combinations that most people expect. For example; -"attitude toward," but not "attitude about" -You "agree to" a proposal buy, "agree with a person" -You are "careful about" a sensitive situation, but your are "careful with" your money A group of words established by usage as having a meaning not deducible from those of the individual words (e.g., rain cats and dogs, see the light ).

Internal-Operational Communications

Messages that stay within a business. To write an internal-operational message, you should us the following plan: -Organize in the direct order -Choose the appropriate tone (causal, moderately formal, or formal) -Be clear and courteous -Order the information logically and in a way that is visually appealing -Close in a way that builds goodwill

Say/Does charts

One strategy for being mindful of each paragraph's purpose is to create a say/does chart. To fill out the chart, you go thought your draft and describe, first, what each paragraph is about and second, what role it plays in your communication strategy for the whole document.

In the context of routine inquiries, which of the following is an effective method of structuring questions?

Place each question in its own sentence or paragraph. Each question should get its own sentence. Additionally, you should use a separate paragraph for every question whenever your explanations and other comments about each question justifies a paragraph.

Which of the following about using positive words is true?

Positive words can put the reader in a receptive frame of mind, even if the news is negative. Positive words can put the reader in a receptive frame of mind, even if the news is negative.

Redundancies

Repeating ideas by combining different words that mean the same thing also adds to sentence length. Such repetitions rarely add anything of value, and sometimes they can be confusing repetition of words and ideas is a clue to circular reasoning

Courtesy

Respectful and considerate treatment of others

True Question Form

Sentences that directly ask the question not " I would like to know.." because that is merely a suggestion

Dummy Subject

Sentences that start with "there is," "it is' and variations on these expressions are said to use dummy subjects because the words that are real subjects of those sentences come after the verb. Words like "it" and "there" that do no actual work in the sentence

Stringy Sentences

Sentences with too much information.

Octavia is an executive overseeing the operations of a large office, and she writes a memo to employees that says, "You will be overjoyed to learn that we will getting a new phone system next week." What mistake is Octavia making?

She is talking down to her readers. Phrase like "You will be overjoyed to hear," which tell readers how to feel or think, are a way of talking down to one's readers.

Routine Inquiry

Should focus on your main objective: getting an answer to your question(s). Can open with either the main question or a brief statement to provide background information or orient the reader, followed by the request or question.

Which of the following is true about slang words?

Slang words should be used with caution in business communication. Slang words should be used with caution in business communication. Use them sparingly and only in communication with people who will understand and appreciate them.

Mixed Construction

Some illogical sentences occur when writers mix two different kinds of sentences together.

Emphasis

Special importance or significance. For positive effect are to use position, sentence structure, and space

Misplaced modifier

Surely the "prospects" aren't the really the ones using the information. The sentence would be clearer fi the final phase, a misplaced modifier, were more logically placed A modifier that is not placed near the word it modifies

Level of Formality

The formality or informality of the language used in a particular situation.

Direct Organizational Plan

The message leads with its main point or objective and then moves to additional or supporting information. A plan in which the major purpose of the message is communicated first, followed by the explanation and the details

Which of the following sentences uses faulty parallelism?

The new manager was both enthusiastic and she was demanding. The sentence "The new manager was both enthusiastic and she was demanding" uses faulty parallelism. Readers expect the same kinds of content in a sentence to be worded in the same way. Faulty parallelism violates this logical expectation.

Credibility

The prosomal trait that inclines people to trust you

Dangling Modifier

The sentence doesn't say A word or phrase that modifies a word not clearly stated in the sentence

When refusing requests, which of the following statements about the opening of the message is true?

The writer should begin the message with a buffer that sets up the discussion. Having determined the explanation, you should begin the message with a buffer that sets up the discussion. The buffer should put the reader in an agreeable or open frame of mind.

Connotations

Their social and emotional associations the positive or negative feelings associated with a word Like different clothing styles, connotations projects different moods and meanings

Discriminatory Words

These are words that refer negatively to groups of people because of their gender, race, nationality, sexual orientation, ag, disability, or some other trait.

Main Clauses

They express the main point of the sentence. Main (or independent) clauses

Which of the following statements about formal internal-operational messages is true?

They frequently involve a sequence of steps or topics. Formal internal-operational messages are typically written by executives for subordinates and present policies, directives, and procedures. They frequently involve a sequence of steps or topics.

You-Viewpoint (You-Attitude)

Thinking beyond your own goals to consider the communication situation from the recipients' perspective. Using the you-viewpoint often means emphasizing you, and your, and deemphasizing I, we, and our. But such is not always the case, You and your can appear in a selfish, harsh sentence

Integrity

This is the quality of being true to your ethical principles in all situations (that is, aligning all your behaviors with your core values)

Unity

This means that all the parts of the sentence work together to create one clear point. Lack of unity in sentences is usually caused by one of two problems: (1) unrelated ideas or (2) excessive details

Coherence

This quality of enabling the reader to proceed easily through your message, without side trips and backward shifts

Which of the following statements about you-viewpoints is true?

Using the you-viewpoint means considering a communication situation from the recipient's perspective. Using the you-viewpoint means considering a communication situation from the recipient's perspective.

Which of the following statements best illustrates communicating from the you-viewpoint?

We will do our best to assist you with your problem. The statement "We will do our best to assist you with your problem" best illustrates communicating with the you-viewpoint. Despite the use of the word "we," the statement supports the view of the reader. You-viewpoint communication emphasizes the recipient's perspective.

Objective

Whatever you need your reader to know, think, feel, do, or believe, put it at the beginning of you message.

Camouflaged Verb

When a verb is camouflaged, it has been hidden inside a noun. E.g. "The staff effected an elimination of the surplus"

Incomplete Construction

When a word or words is left out of the sentence Certain words used early in a sentence signal that the rest of the sentence will provide a certain kind of content.

Indirect Claim

When you anticipate that your audience's reaction to your claim may be negative or that your claim involves a sensitive topics. To write an indirect claim message, you should use the following plan: -Identify the situation and lead into the problem -Present enough facts to be convincing -Seek corrective action -End positively, friendly but firm

Favorable Response

When your answer to inquires is positive, your primary goal will be to tell your readers what they want to know. Because your message will be a favorable response, you want to use a direct approach.

Which of the following sentences will be most effective in attracting attention in a routine inquiry?

Where can I locate the budgets and profit and loss statements from three years ago? Sentences that merely hint at a need for information do not attract much attention. The questions that stand out are those written in true question form.

Indirect Approach

Which requires that you preface the bad news with an explanation, can convince the reader that your position is correct or at least that you are taking a logical and reasonable position. Message organization that starts with the evidence and builds your case before presenting the main idea

Abstract

Words that a vague. Abstract nouns, on the other hand, cover broad, general meanings, as in these examples; administration, compatibility, conservation, distinction, and integration. It is difficult to visualize what these words stand for.

Surplus words

Words that add nothing to sentence meaning

Positive Words

Words that have a positive meaning. Positive and neutral wording will be more successful than negative wording

Concrete

Words that stand for things the reader can see, feel, taste, smell, or count. Most concrete words are those that stand for things that exist in the real world, such as chair, desk, computer, Bill Gates, and the Empire State Building

Which of the following exemplifies the most appropriate way to ask a question in a routine inquiry message?

Would you please tell me how I can access email on my cell phone? Sentences that merely hint at a need for information do not attract much attention. The questions that stand out are those written in true question form. Such questions are most direct, and they let the readers know what they can expect in the messages where they are used.

Which of the following is true regarding setting up one's strategy to write an adjustment refusal?

You might begin at a point of common agreement and then explain how the case at hand is an exception. When writing adjustment refusals, a good way of setting up your strategy is to begin on a point of common agreement and then to explain how the case at hand is an exception.

Which of the following statements about creating a buffer for a negative announcement is true?

You should choose whichever option will most likely prepare your readers to accept the coming bad news. When crafting your buffer, you should choose whichever option will most likely prepare your readers to accept the coming bad news.

Subordination

You treat it as less important than the main idea by putting it into a modifying clause or phase The dependence of one syntactical element on another in a sentence.

Shawnell writes a cover letter in response to a job posting and ends it with the sentence "Thank you for your time." This sentence is an example of

a rubber stamp. Sentences like this are examples of rubber stamps—expressions used out of habit each time a particular situation arises.

A direct claim should end with

a simple expression of goodwill. A direct claim should open with a polite but direct statement of what you need. The body of the direct claim should provide the reader with any information he or she might need to understand your claim. Your claim should end with an expression of goodwill.

A moderately formal internal-operational message typically begins with

a statement of its objective. A moderately formal internal-operational message typically begins by stating its objective.

Adjustment Refusals

are special type of refused request, your reader has made a claim asking for remedy Indirect plan to writing an adjustment refusal: -Begin with a relevant, neutral buffer that sets up your strategy. -Present the strategy that explains or justifies the refusal, being factual, objective, and positive. -Refuse clearly and objectively, perhaps including an alternative. -End with positive, forward looking, friendly words.

A says/does chart can help you

be mindful of the purpose of each of your paragraphs. A says/does chart can help you be mindful of the purpose of each of your paragraphs.

If you must refuse a request, you can make the refusal positive by

clearly stating what you can do. When you have to refuse a request, you can make your refusal positive by focusing on what you can do. By clearly stating the alternative, you can imply what you cannot do and avoid using negative words.

A phrase that can be replaced by shorter wording without losing meaning is a

cluttering phrase. A cluttering phrase is one that can be replaced with shorter wording without loss of meaning.

A company's ______ indicates the core values of the organization and identifies what behaviors are and are not considered ethical.

code of conduct A company's code of conduct indicates the core values of the organization and identifies what behaviors are and are not considered ethical.

An outright falsehood is referred to as a lie of

commission A lie of commission is an outright falsehood.

Plain Language

communication your audience can understand the first time they read or hear it

When delivering a refusal to a request, the first step is to

develop the strategy to be used in the message. The first step in refusing a request is to develop a strategy. Finding a fair and reasonable explanation involves carefully thinking through the facts of the situation.

Jamal has a tendency to blurt out the first thing that enters his head when he hears something upsetting or when he feels like a co-worker is attacking him. This is holding him back from being promoted because his boss doesn't feel like he can trust Jamal to respond correctly in a critical client situation. In order to become a more ethical communicator and advance at work, Jamal needs to learn to ______, meaning he needs to think before he acts.

exercise restraint Having restraint means that you think before you act or say something. It is an important part of ethical behavior and reduces the likelihood that you will offend someone.

When presenting negative news, you should

help the reader see the news objectively. When presenting the bad news, you should set the reader up to view the news objectively.

"The company recorded a 11 percent increase in domestic profits. The company has not been able to establish much demand in foreign countries."

however In this scenario, placing the word "However," at the beginning of the second sentence increases the cohesiveness of the given information.

Negative announcements generally follow the

indirect plan for structuring a message. Negative announcements typically follow the indirect plan for structuring a message.

A co-worker has sent an email to Mahan asking him if he will take her on-call shift next Friday so she can go to a concert. Mahan has already made plans to take his wife out of town for her birthday, so he needs to refuse his co-worker's request. In addition to presenting this bad news, which goal should Mahan focus on accomplishing?

maintaining goodwill When refusing a request, one of your goals should be to maintain goodwill.

Which of the following is a method of making answers stand out in a response to more than two questions?

placing the answers in different paragraphs or numbering them If you are answering two or more questions, the body of your message becomes a series of answers. You should order them logically, perhaps numbering the questions in the order your reader used in asking them. Or you may decide to arrange your answers by paragraphs so that each stands out clearly.

What are the three most useful ways to manage emphasis for positive effect?

position, sentence structure, and space Position, sentence structure, and space are the three most useful ways to manage emphasis for positive effect.

Repetition of ideas in a sentence through the use of different words that mean the same thing is called _____ in sentence design.

redundancy Repetitions of ideas through the use of different words that mean the same thing (free gift, true fact, past history) add to sentence length. Known as redundancies, such repetitions are illogical and can rarely be justified.

Which of the following examples avoids gender bias?

sales associate The term "sales associate" avoids the gender bias. All of the other examples are biased to one gender or the other.

According to studies of readability,

short words generally communicate better than long words. According to studies of readability, short words generally communicate better than long words. Short words tend to be familiar words. A heavy use of long words—even long words that are understood—creates an impression of difficulty that hinders communication.

Transitional Devices

techniques used to connect or link different events or ideas The three main techniques for doing so are repeating key words and ideas, using pronouns, and using transitional words

Claim messages primarily involve

unfulfilled customer expectations. Occasionally things go wrong between a business and its customers. Such situations are not routine for a business; for most businesses, the routine practice is to fulfill their customers' expectations. Because claim messages are not about routine circumstances and because they involve unhappy news, many are written in the indirect approach.

Sometimes the task of acknowledging an order is complicated by your inability to send the goods requested right away. In such cases, you should

use positive language. Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should use positive language that focuses on what can or will happen rather than what didn't or won't happen.