BCOMM Final
Routine Request
A message expressing the writer's needs for information or desire for action; it usually asks for a response; usually communicates straightforward requests; the message is neutral or positive to the reader and the reader is usually interested in the information, and would like to fulfill the request.
Bad News
-Provide a clear but understated announcement of the bad news that may include an alternative or compromise. --a. Positioning the bad news strategically. For example, consider putting the bad news in a subordinate clause (beginning with although, since, as, because, and if), "although another candidate was hired, we appreciate your interest in our company and wish you success in your job search." Or place the bad news in the middle of a paragraph to de-emphasize it. b.Using the passive voice. Compare: i.--We don't give you cash advances. ii.--Cash advances are not given because... -Accentuating the positive. Describe what you can do instead of what you can't do. -Implying the refusal. To refuse to contribute to a charity, the writer puts: -We will soon be moving the office to another town and all our funds are earmarked for relocation costs. We hope that next year we'll be able to support your worthwhile charity. ii.--Avoid being so subtle that the reader misunderstands the message. -Suggesting a compromise or an alternative. In refusing a group of students' request to visit a private residence, the writer soften the bad news: -Although private tours are not given, we do open the house and its gardens for one charitable event in the fall.
________means grouping related items together so that the related items are seen as one cohesive group rather than a bunch of unrelated bits.
-Proximity
In the statement, "Although we are unable to extend an employment offer to you at this time, we appreciate your interest in our company and wish you success in your job search," the writer is using the strategy of ____to announce the bad news.
-Putting the bad news in a subordinate clause
Buffer
-Reduce shock or pain --Offer a neutral but meaningful statement that does not mention the bad news --Provide a compliment, appreciation, agreement, facts, understanding --Mention part of the message that represents the best news; build goodwill --Introduce the explanation --Be positive.
Drafting
-Research --Gather data to provide facts --Search company files, previous correspondence, and the internet --What do you need to know to write this message --How much does the audience already know -Organize --organize direct messages with the big idea first --For persuasive or negative messages, use an indirect, problem-solving strategy -Draft --prepare a first day draft, usually quickly --focus on on short, clear sentences using the active voice
In her email to former Apple CEO Steve Jobs, Chelsea Kate Isaacs, a student from Long Island University, stated, "The completion of this article is crucial to my grade in the class." This statement demonstrates:
-She failed to adopt the you-attitude in the email Correct
Caitlin wants to convince her supervisor to invest in new iPads for the sales staff. What is the best thing Caitlin can do in her proposal?
-Show how the iPads will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales.
Genre Convention of interactions/procedures
-Specific and Precise title -The introduction should --Specify the user. Like any type of business writing, procedures should be centered around the audience's needs. Specifying the audience/user especially helps to avoid possible liability issues. --Include simple and easy-to-understand safety information. Safety information should be placed in the Introduction and BEFORE the specific step involving the hazard. -Logical and concise sequenced steps --Number the steps --use the imperative mood --state one action per step so that the user can follow each action separately --do not confuse steps and feedback statements --Insert graphics when appropriate -Conclusion --Tell readers that they are finished with the procedure, describe the finished product/situation, and tell them what they need to do next. --Explain maintenance tips or trouble shooting guides (use a table for a long list). --Provide customer service numbers or web address for readers to obtain additional help.
Which of the following sentences best motivates action in a persuasive message? . We know that you'll want your employees to complete our ethics training program, so we'll drop by tomorrow to finalize the contract. b. If you think that our ethics training program might benefit your employees, we hope you'll consider hiring us. c. The ethics training we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August 1 so that your training sessions can begin by August 15. d. All of these choices would effectively motivate action.
-The ethics training we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August 1 so that your training sessions can begin by August 15.
Organization of presentation
-The opening -The body -The conclusion
Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation. a. This is to inform you that your kind letter of May 14 has been directed to me for reply. b. The services you provide for homeless families in our community are necessary and important. c. Although we admire what your organization does for our community, unfortunately we are unable to donate to your fund-raiser at this time. d. None of the above
-The services you provide for homeless families in our community are necessary and important.
Which of the following is not one of the goals in communicating negative news?
-To hide the real reason for the negative news
Functions of Internal instructions/procedures
-To instruct employees. -To fix responsibility and duties, and to prevent future errors and misunderstandings. -To systematize the same work done by several persons, and to correlate work between departments, and between home office and branch offices. -To state and clarify new orders, or changes in policy or procedure.
Allison, who works for a U.S. company, has just been assigned to manage the company's division in Japan. Her new team consists of 12 local employees. She should emphasize team-based projects and group decision making with her new employees. T/F
-True
Misunderstandings occur when we expect people from different cultures to react to situations as we would. T/F
-True
The basic strategy for a sales letter is to identify a need T/F
-True
During a usability testing, test administrators help participants understand the information quickly. T/F
-True The question statement can be more clarified. The grade was updated after the quiz.
Limitations of and resistance to usability testing
-Usability testing is conducted in a simulated environment. -Usability testing may include test participants who do not represent the target audience. -Usability testing does not necessarily prove that products work.
Validation or verification tests
-Validation or verification tests are conducted near the end of the development cycle and are used to confirm a product's usability.
Which of the following is the best opening for an adjustment message? a. We appreciate your message of March 2 wherein you let us know what happened while dining with us last month. b. We have credited your account for $24 to refund your dining bill. c. We are so sorry that you had a bad experience while dining with us last month. d. None of the above
-We have credited your account for $24 to refund your dining bill.
Effective persuaders may choose from different organizational strategies to get the results they want. Which of the following is the most accurate statement about organizational patterns?
-When you expect resistance or when you need to educate the receiver, use the indirect organizational pattern.
What is a resume
-a list of qualifications for employment that announce a desire to fill a vacancy -takes a shot-gun approach which covers much materials -uses short, parallel structure, sentence fragments, bullet list
What is a cover letter
-a persuasive letter: transmits the résumé, highlights most attractive qualifications in terms of benefits to the reader, lends support to the résumé but doesn't repeat the résumé, and requests for an interview -takes a rifle approach focusing on precise points -uses complete sentences and paragraph format
-Assessment tests
-are used as information-gathering tools during early development to evaluate the "usability of lower-level operations and aspects of a product" (Rubin, 1994).
-Exploratory Tests
-are used early in the product development life cycle and help to establish the validity of conceptual or high-level design prior to the development of fine details.
When people find some old ways of doing things don't work anymore, they abandon them; this shows that______
-culture changes
It is due to ____________that one culture is distinct from others.
-geographic distance and the lack of communication with each other
Persuasive Message
-is a request for action when you believe the receiver may be unaware, disinterested, or unwilling; it is a communication to try to change the opinion of a receiver or influence an individual's action.
concept of usability testing
-the process that involves live feedback from actual users performing real tasks in order to examine how users actually interact with the communication product
Pilot test
-user to find out whether users feel confused about the actual test
Parts of the Rhetorical Triangle
-writing purpose -Reader -Reality/topic -Text -Context
Which statement about formatting business letters is most accurate? a. The format of a business letter is not important; it is the content of the letter that matters. b. Block style means that a business letter contains justified (even) right and left margins. c. A carefully formatted letter reflects the writer's carefulness and experience. d. A justified right margin improves the readability of a business letter.
- A carefully formatted letter reflects the writer's carefulness and experience
The application letter (cover letter) functions to______________
- Allow you to go in-depth about important skills and relate them to job requirements -Provide a sample of your writing skills -Show the employer that you are individualizing this job application
Indirect plan for a negative message
-A mechanism to reduce antagonism between American businesses
Adjustment letter and its writing situation
-A positive response to a claim -Businesses usually made favorable adjustments: --Binding laws for recovery of damage --Strive to retain customers --Survey of financial services company shows that retaining a customer costs $57, while recruiting a new customer costs $279
Instructions/Procedures
-A procedure or a set of instructions is a series of steps followed in a regular, definite order to achieve a specified result. -The goal of instructions or procedures is to enable a user to carry out an action with which he or she might not be familiar. -Procedures/Instructions save the writer time, transfer expertise, ensure consistency, and prevent errors and accidents.
Showing customers how your product or service specifically solves a problem, achieves a personal or work objective, or makes life easier is mainly accomplished by
-Adapting the message to the audience's needs.
Which message follows this plan: the opening that announces positive news, the explanation which gives related information, the sales appeal if appropriate, and the friendly close?
-Adjustment letter
Ways of gathering data/feedback from users include a. Encouraging participants to think aloud. b. Post-test interview c. Video-audio recording d. Eyetracking e. All of the above
-All of the above
The bad feelings associated with disappointing news can generally be reduced if the receiver a. believes that the matter was treated seriously and fairly. b. feels that the news was revealed sensitively. c. knows the reasons for the rejection. d. All of these choices.
-All of these choices
Prewriting
-Analyze --What is your purpose --what do you want the receiver to do or believe --What channel should you choose:Face-to-face conversation, group meeting, ect. -Anticipate --Profile the audience --What does the reviewer already know --Will the receivers response be neutral, positive, or negative -Adapt --What techniques can you use to adapt your message to its audience --how can you promote feedback --strive to use positive, conversational, and courteous language
When a company enters into an agreement with another company, a _____can be used to introduce the agreement and record decisions and points of understanding.
-Business Letter
About business letters
-Business letters are for outsiders, which extends an organization's identity into the professional workplace -When to send a letter ---For a permanent record (deliver contracts, explain terms, exchange ideas, negotiate agreements, answer vendor questions, maintain customer relations) ---Confidential information (less likely to be forwarded, misdirected, or inspected by others) ---A sense of formality and importance (presented on company stationery) ---Persuasive, well-considered message (change actions, try new products, make donations, contribute time, etc.) ---Every message sent out on company letterhead is an official representation of the organization's identity, credibility, and professionalism.
Which of the following is least accurate about testing environment? a. To attain accurate and unbiased results, usability testing should be conducted in an area that contains neutral wall colors, few decorations, minimal noise, and comfortable seating. b. Testing environments need not be elaborate; it is more important that they are functional and that they support test-taking activities. c. It is recommended that a usability testing team furnish the testing area with elaborate, high-tech, and visually stimulating décor to encourage participant feedback. d. Testing environments may range from users' actual work environments (the field) to a controlled laboratory.
-C. It is recommended that a usability testing team furnish the testing area with elaborate, high-tech, and visually stimulating décor to encourage participant feedback.
Types of interactions/procedures
-Can be both internal and external --Managerial manuals are internal documents directed to administrators at all levels of the organization --General information manuals are internal documents for dissemination of ideas common to all members of the firm
Managers who regularly review resumes and make decisions on who will be invited for an interview generally prefer
-Chronological resume
During the analyzing part of the prewriting phase, you must first determine the __of your message.
-Communicative Purpose
Which type of usability testing gauges how well your product measures up to the competition, or focuses on competitors' products only to generate ideas for new features and functionality.
-Comparative test
Jake was just hired by a company with an extremely diverse workforce. He wants to fit in immediately. What should he do?
-Concentrate on shared experiences, mutual goals, and similar values.
________ is created when two elements are different. It draws our eyes to the information and creates visual interests on the page.
-Contrast
Four principles of Document design
-Contrast -Repetition -Alignement -Proximity
Revising
-Edit --edit your message to be sure it is clear, concise, conversational, and readable --revise to eliminate wordy fillers, long lead-ins, redundancies, and trite business phrases -Proofread --Take the time to read every message carefully --look for errors in spelling, grammar, etc -Evaluate --Will this message achieve the purpose --does the tone sound pleasant and friendly rather than curt
Which of the following statements about usability testing is wrong a. Effective usability studies should always be done in a formal usability testing lab. b. Usability testing expertise is a useful skill-set for entrepreneurs c. It sets measurable goals d. All the above except c
-Effective usability studies should always be done in a formal usability testing lab.
Which types of usability testing is usually conducted early in the product development life cycle and helps to establish the validity of conceptual or high-level design prior to the development of fine details?
-Exploratory Test
Types of Usability testing
-Exploratory Tests -Assessment tests -Validation or verification tests -comparative tests
If a letter is too long to fit onto one page, the 2nd page should have the same letterhead as the first page. T/F
-False
Through conducting surveys, scholars put forth fundamental value orientations shared by cultures, and these value orientations are called cultural stereotypes. T/F
-False
Types of procedures
-General (internal) -Task-specific (internal) -Procedures/instructions for outsiders (External)
Reasons
-Give an explanation of the causes for the bad news before disclosing it. --Be cautious in explaining (avoid creating legal liability) --Present convincing reasoning --Cite benefits for the reader ("If we offer the service, the additional cost will increase the cost of the product, and we didn't want to impose the cost on our customers) --Explain company policy and focus on reasons behind instead of just rely on policy --Choose positive words; stay away from "cannot, claim, denied, error, failure, fault, impossible, mistaken, misunderstand, never, regret, rejected, unable, unwilling, unfortunately, and violate." --Show that the matter was treated seriously and fairly. But avoid blaming others—such unprofessional behavior makes the reader lose faith in you and your company.
We understand that business communication is a discipline of applied rhetoric in the business context because a business communicator can always use strategies to affect
-How other think -How others believe -How others act
The primary purposes for sending business messages are typically to persuade and to ___.
-Inform
Functions of business communication?
-Inform -Persuade -Promote a goodwill
Unlike academic writing, business writing :
-Is Contextual -Is transactional -Is Rhetorical
Intercultural competence includes the ability to changes one's__________ so as to be open and flexible to other cultures
-Knowledge -Attitude -Behaviors
It's recommended that we use __________to emphasize sequence or order.
-Numbered List
Direct Plan for a routine request
-Open by stating the main idea -Explain and justify the request (adopt the you-attitude and provide necessary information to the reader) -Request action in the closing (you-attitude closing; clarify the action requested, deadlines, and appreciation
Layout of a cover letter (AIRA plan)
-Opening paragraph/Introduction --Catch the readers ATTENTION and make you stand out ---State who you are and why you are writing; ---State the position you are applying for and where you heard about it (Identify whether your application is solicited or not). Name drop if you have a good connection. ---Make a strong claim for yourself; that is, clearly 2-3 key qualifications that you will address in the rest of the letter. These qualifications will then be the focus of your body paragraphs and arguments. This claim statement also forecasts the rest of the letter. -Body paragraph --Develop the readers INTERESTS by promoting strengths, and support the claim that you are the right candidate --Reduce possible RESISTANCE by highlighting what you can do for the employer (you attitude) -Last Paragraph: --Call for ACTION and make it easy to respond
Test administrators can design a_____ to screen potential participants in order to recruit users that best represent target users of the product.
-Pre-Test Questionaire
3X3 writing process, what are the three phases
-Prewriting -Drafting -Revising
Select the least accurate statement about culture. a. Culture is something we're taught. b. Culture can be both visible and invisible. c. Culture affects communicative patterns d. Because cultural norms are so deep-seated, they almost never change. Correct
Because cultural norms are so deep-seated, they almost never change.
What is business communication?
Business communication is a process of establishing a common understanding between or among people within a business environment; it is a decision-making process based on the correct understanding of the writer/communicator's purpose and the needs of the audience.
Direct Plan
Clarifying the writing purpose in the opening; direct plan for positive, neutral messages --Advantages ---Save the reader's time ---Set a proper frame of mind for the reader; otherwise, the reader might wonder, "Why do you tell me this?" ---Reduce reader frustration
Indirect Plan
Clarifying the writing purpose near the end of the message (after background information is given); indirect plan for negative, persuasive messages. But there are exceptions. -Advantages --Show respects for the feelings of the reader --Facilitate a fair hearing (not upset and will continue to read) --Reduce the impact of a negative message
Which of the following best achieves the purpose of finding out whether users feel confused about the actual test?
Conducting a pilot test of your usability testing on a user
A claim letter is a positive response to a written complaint; the writer should open the letter with the good news quickly, but avoid sounding resentful or grudging T/F
False
Effective business communication is always about how to express oneself well. T/F
False
Ethnorelativism refers to the perspective that one's own culture is better than others. T/F
False
Hofstede's cultural dimension "long-short term orientation" explains whether people in a specific culture value the distance between ranks. T/F
False
In Dr. Milton Bennett's Developmental Model of Intercultural Sensitivity (DMIS), denial, defense/reversal, and minimization are three sub-stages of the Ethnorelative Stage . T/F
False
In Kinneavy's rhetorical triangle, a writer is the most important element, because the reader and the reality do not affect how writing is produced. T/F
False
In a resume, you are encouraged to provide information on your personal interests, preferred leisure activities, health, and physical characteristics so that the recruiter can understand you better as a person. T/F
False
Instead of focusing on the reader's needs, the Objective Statement in a resume should clearly state your personal goals such as salary expectations so that the recruiter will be able to decide whether the personal goal can be met at the workplace. T/F
False
One of the business communication goals is to promote organizational goodwill. But for a message in which you deny a tenant's contract renewal request, you do not need to achieve that goal. T/F
False
One of the four document design principles, alignment, means that business communicators should repeat the significant information in a message. T/F
False
Tasks designed for usability testing participants should include every detailed step-by-step instructions to optimize participants' interactions with the testing product. T/F
False
The first question to ask yourself about the writing purpose when composing a business message is, "What data should I include in the message? T/F
False
The statement, "You need to make a decision by the end of the day to meet our deadline," is an example of using the you-attitude. T/F
False
To adopt the you-attitude, we need to start each sentence with "you." T/F
False
To avoid the cost of unnecessary usability tests, it is best to conduct a usability testing when the product design has been completed. T/F
False
To avoid unnecessary further correspondence, the writer of a negative message should use words such as "cannot, claim, denied, mistaken, misunderstand, never, regret, rejected, unable, unwilling, unfortunately, and decline" to clarify the bad news T/F
False
Usability testing administrators/monitors should ask leading questions or make leading suggestions so that confused participants can feel comfortable and finish the tasks within time limits. T/F
False
When American businesspeople conduct business abroad, they should always adopt the ethical standards of the foreign country as a sign of respect. T/F
False
Closing Pleasantly
Include a personalized, forward-looking, pleasant statement, or good wishes, freebies, resale information if appropriate.
Difference between procedures and instructions
Instructions -describe the actions of a person Procedures: -describe the actions of two or more people
Which sentence shows that the writer gives primary consideration to the receiver's needs?
None of the above Correct
Effective interview preparation techniques include researching the company, deciding what to wear, cleaning up digital dirt, and
Preparing successful stories
What is the best advice for delivering the bad news?
Suggest a compromise or alternative.
The four-part structure of an indirect plan for a negative message
The Sandwich pattern -Buffer -Reasons -Bad news -Closing Pleasantly
Writing situation for an adjustment letter
Topic: -customer complaints -new actions taken -policy, procedures -new product/service Writing Purpose -Correct the wrong -retain confidence/take what actions or procedures -promote fourth business -Promote goodwill -avoid further unnecessary correspondence Reader -Expect the request be approved -what happened and why-believe the claim is legitimate -wonder whether it'll happen again/continue business
"Please provide answers to these questions by August 15 so that we can ship the order to you by Aug. 18 as requested" is an effective closing for a letter requesting actions. T/F
True
According to Hofstede's cultural dimension theory, people in high-context cultures tend to value individualism and see great distance between business and private life. T/F
True
An effective way of dealing with price is to delay mentioning it until after you've created a desire for the product or service. T/F
True
Business core principles include knowing the purpose of communication and understanding the needs of audience T/F
True
Contextual evaluation refers to the ability to make judgments in a variety of cultural contexts. T/F
True
Deciding the receiver's possible attitude/reaction toward you or topic will help you effectively organize the message. T/F
True
Document design is rhetorical because the way we present information influences readers' reactions to the message. T/F
True
Effective Usability Testing should always recruit target participants based on the the organization's perspective instead of the testing team's assumption. T/F
True
Even when 100 percent certainty that products work during testing is achieved, there still can be no absolute assurance that those products will be usable when they are released. T/F
True
In business communication, we should avoid using "you" to mean "I" or "people in general," because such misuse can make a reader think his or her abilities have been underestimated T/F
True
In the rhetorical triangle, the Reality/topic is never 100 percent certain; so business communication is always about how a writer/communicator interprets reality or chooses aspects of the reality that will be understandable or useful to an audience while achieving the communicative purpose. T/F
True
It is inadvisable to measure time-on-task if you're also asking participants to think aloud, because doing so typically slows task performance. T/F
True
Paper ideas or rough prototypes are examples of an exploratory test. T/F
True
Research shows that usability testing helps writers understand and adapt to their audiences. T/F
True
Usability testing tasks should focus on areas where the organization/owner of the product is most interested in. T/F
True
Usability testing typically involves a small number of testers chosen because research shows that using as few as 5 testers identifies most problems and using more than 15 testers rarely identifies any additional problems. T/F
True
Whether a usability testing is conducted in a lab or in the field, it is still conducted in a simulated environment. Even when usability testing adheres to strict test procedures, it still only artificially represents product use. T/F
True
Direct Claims
When you as a customer must write to identify or ask to correct a wrong, you are compiling a claim message. -Open with a clear statement about the problem or your request -Objectively explain and justify the claim by providing details (also consider reminding the audience's responsibilities, fairness, and a desire for return business) -Conclude by requesting an action (deadline and a pleasant, forward-looking statement)
Which of the following statements is not accurate about usability testing teaching? a. A usability project helps to develop the you-attitude as students record users' reactions to the linguistic, rhetorical, and design choices of a document or webpage. b. Usability testing allows students to experience directly how unclear writing, illogical organization, and inappropriate design choices make it hard for readers to find important ideas, understand them quickly, and use the information to make business decisions. c. According to scholars, traditional instruction, such as reading a textbook chapter about audience analysis or discussing the concept in class is more effective than a usability testing project in motivating audience awareness. d. All of the above
c. According to scholars, traditional instruction, such as reading a textbook chapter about audience analysis or discussing the concept in class is more effective than a usability testing project in motivating audience awareness.
Cultural barriers that may prohibit effective multicultural communication include
ethnocentrism and stereotypes Correct
Comparative Tests
evaluates the strengths and weaknesses of two or more products or designs based on users' actual experiences. It can gauge how well your product measures up to the competition, or focus on competitors' products only to generate ideas for new features and functionality.
The you-attitude or you-viewpoint
the sender gives primary consideration to the receiver's point of view when composing or sending a message
Goals of Business Communication
—Achieve receiver understanding —Seek receiver response —Establish favorable relationship —Promote organizational goodwill
How to adopt the you-attitude?
•Anticipate the needs of the audience, and adapt the message to the audience --Knowledge/education/job responsibilities: vocabulary --Interests/concerns/needs: explain information in terms of benefits to reader --Attitudes toward you or the subject: organization plan (direct or indirect) •Count how many first person pronouns you have used
Why should we adopt the you-attitude in business communication
•Explains information in terms of benefits to the reader •Conveys to the reader a sense of being appreciated, valued, and understood •Helps to create a positive response from the reader •Helps to create a goodwill •Helps to establish favorable relationship with the reader In short, it helps to achieve business communication goals (ASEP).
Can you use the rhetorical triangle to describe the writing situation of a résumé?
•Writing purpose: --Gain an interview/stand out/show your knowledge of the company/reader •Reader: --Professional, skim through resumes within seconds, busy, look for familiar format to compare resumes. •Reality/topic: --various qualifications •Résumé: --relevant qualifications, design features which help the reader to screen resumes, familiar format •Context: -- Icy job market; more applicants; more résumés for the reader to review