BCOM FINAL

"Conclusions Section"

- Some Reports Need An Analysis Of Information In The Conclusion

Interest

In The Aida Approach, "I" Stands For____.

Call To Action

Specific Request

One Drawback Of Using Email Is

It'S Lack Of Privacy

focus on actions and results.

While delivering a negative performance review, one should:

campaign cycle

a series of activities over a certain time period to meed defined PR objectives * listening & research --listening to stakeholders & applying a research approach at each stage * set objectives * ID stakeholders * develop key mssgs * establish stategy & tactics * create timelines & budgets * evaluate

When Is The Median Useful

When Extreme Figures Warp The Mean

Norming

Team Arrives At A Work Plan, Including Roles, Goals, And Accountabilities

Today'S New Communication Technologies Have Made Writing Skills Less Important Than In The Past.

F

How Do The Direct And Indirect Patterns Of Development Differ? (Obj. 1)

Reports Organized Directly Begin With Results Or Recommendations. Reports Organized Indirectly Begin With Facts, Discussion, And Analysis. Conclusions And Recommendations Are Presented Last. (Textbook, Pp. 273-277)

Claim

Request For Other Companies To Compensate For Or Correct The Wrongs Of Mistakes They Have Made.

Chuck Is Part Of A Team Identifying Ideas To Cut Expenses. The Team Has Decided To Hold A Brainstorming Session. What Is The Best Strategy The Team Can Do During This Session?

Set An Established Time Limit.

Providing Deadlines Means

Setting Out The Timeline By Which The Work Should Be Accomplished Satisfactorily

Describe Responsibilities

Designating Task And Work Outcomes To Certain Employees

Proofreading (Reviewing)

Check For Typos And An Signals That You Are Not Attentive To The Needs Of Others

Use Short Paragraphs Because

Readers Form Impressions About Ease Of Reading By Looking At Paragraph Length

Provide Deadlines

Setting Out A Timeline By Which The Work Should Be Accomplished Satisfactorily

Active Listening

"A Person'S Willingness And Ability To Hear And Understand."

Accuracy

-Like Specificity, Strongly Impacts Your Readers Perceptions Of Your Credibility ; - Just One Inaccurate Statement Can Lead Readers To Dismiss Your Entire Message And Lower Their Trust In Your Future Communications As Well.

shared story

-combining your's and others' perspectives, experiences, and goals into a shared approach to work -example? -important because allowing others to share their stories lets them feel accepted and understood and by telling your story others can see what you think without getting defensive

You Can Achieve Completeness With Three Basic Strategies:

1) Providing All Relevant Information; 2) Being Accurate ; 3) Being Specific

Rapport-Building Questions

Are Intended To Create Bonds Between People.

Cross-Examination Questions

Are Intended To Find Contradictions In What Others Have Said Or Done.

Formal Reports

At The Top Of The "Stairway" Of Reports

Which Of The Following Statements About Team-Based Management Is Least Accurate?

Companies That Use Team-Based Management Prefer To Train Employees In Teamwork Skills Rather Than Hire New Workers Who Already Possess These Skills

Teams Should

Develop Procedures To Guide Them.

Which Of The Following Statements About Announcements Is True?

Event Announcements Should Allow Readers To Gather All Relevant Information In 10 To 15 Seconds.

Direct Strategy

For Nonsensitive Topics And Recommendations That Will Be Agreeable To Readers

Start W/A Clear Stmt Of The Business Prob Or Challange

Helps Establish The Purpose And Value Of The Report; --W/O Such Stmt,Reports Lack Direction & May Be Perceived As Unimportant; Prob Stmts Are Most Effective When They Provide The Unique Context Of The Prob For Organization & Reflect An Appropriate Sense Of Urgency; -- Typically 1 - 3 Paragrapsh Long

You Must Ask A Series Of Questions In A Routine Request E-Mail Message. What Is The Best Way To Present These Questions?

In A Bulleted Or Numbered List In The Body Of Your Message

Highlight

Key Words And Phrases

The Process For Creating Business Messages

Plan; Draft; Review

When Writing A Claim Letter, The Best Way To Begin Is By

Providing A Straightforward Statement Of The Problem

Which Of The Following Is An Example Of Downward Communication In An Organization?

The Cfo Sends Information To The Finance Employees About A New Tax Regulation To Ensure That Payroll Will Be Submitted According To New Governmental Standards

Review For Fairness & Effectiveness

To Ensure You Have Been Fair To Yourself & Readers; Want To Make Sure Report Is As Effective As Possible; Review Several Numerous Times, Each Time Considering A Different Perspective

Letter Reports

Used To Present Information To People Outside Of The Organization - Letters Are Written Personally

The Table Title Tells Things Such As

Who, What, When, Where And Why

Efficiency

You Need To Produce Credible Messages Quickly

reciprocation

a principle of influcence based on returning favors --i.e. offering free services to customers to gain favorable view of co. which influence customers to patronize business

overcome fear & speak w/confidence

experiencing some nervousness as you speak & present is normal Nervousness is dysfunctional only when it impairs your ability to deliver your content. Sometimes, out of nervousness, presenters do not follow through completely at critical moment in your presentations --i.e. a call of actions

Persuasion communication that worked well in the past are lest effective in the...

post-trust era

social proof

principle of influence whereby people determine what is right, correct, or desirable by seeing what others do

components of direct bad news mssgs

show concern * ease in w/a buffer * deliver bad news * provide a rationale * explain impacts * focus on future (as appropriate) * show goodwill

liking

the principle influence whereby people are more likely to be persuaded by people they like

Using the ________ in external messages might focus too much attention on your company and de-emphasize benefits to the customer.

we-voice

Providing Directions

-Directions Typically Include Specific-Often Step-By-Step- Guidelines For Accomplishing Particular Tasks; -In Messages With Procedures And Directions, Make The Steps Stand Out Clearly By Enumerating Each One

Six Skills In Active Listening

-Paying Attention; -Holding Judgment; -Reflecting; -Clarifying; -Summarizing; -Sharing

4 Criterias To Focus On When Creating Charts

1. Title Descriptiveness; 2. Focal Point; 3. Info Sufficiency; 4. Take-Away Mssg; ** Most Important

When You Develops A Paragraph By Showing How A General Idea Is Broken Into Specific Categories, Which Of These Methods Would You Use

Classification

Which Of The Following Statements About Conflict Is Most Accurate?

Confronting Conflict Saves Time And Enhances Team Commitment.

Which Of The Following Communication Channels Is Low In Richness But High In Control?

E-Mail

A Country'S Culture Rarely Changes.

F

Learning More About The Powerful Effect That Culture Has On Behavior Will

Help You Reduce Friction And Misunderstanding In Your Dealings With People From Other Cultures.

Association

Is The Psychological Bonding That Occurs Between People And Their Ideas.

Which Of The Following Is An Example Of An Internal Disruption In The Decoding Process?

Meaghan Finds Her Mind Drifting During A Lecture As She Thinks About Her Upcoming Trip To Florence.

Informational Reports

Need Little Background Material Or Introductory Comments B/C Readers Are Familiar With The Topics

Disassociation

Process Which Professionals Accept Critique Of Their Ideas Without Taking It Personally And Becoming Defensive

Regulations Created To Maintain An Effective Working Environment In A Business

Work Rules

Communication Channels For Bad-News

Written And Vocal. ; Verbal: Can Use And Observe Nonverbal Cues, Can Easily Demonstrate Intentions, Can More Effectively Clarify And Explain The Bad News, Can Respond To Concerns Immediately. ; Written: Can Craft Messages More Carefully, Can Document The Message More Easily, Can Provide A Message That Serves As A Reference, Can Deliver To More Efficiently.

Parallel Language

You Apply A Consistent Grammatical Pattern Across A Sentence Or Paragraph

Using White Space In A Document

Provides Contrast

Components Of Announcements

-Gain Attention; -Give Announcement; -Provide Details; -Call To Action; -State Goodwill

Making Claims

Claims:; -Requests For Other Companies To Compensate For Or Correct The Wrongs Or Mistakes They Have Made

When It Comes To Legal Issues

Email And Other Electronic Documents Have The Same Weight As Printed Ones

Principles Of Difficult Conversations

Embrace Difficult Conversations; Assume The Best In Others; Adopt A Learning Stance; Stay Calm/Overcome Noise; Find Common Ground; Disagree Diplomatically; Avoid Exaggeration And Either/Or Approaches

One Of The Best Known Readability Formula Is The

Flesch-Kincaid Level Score

Name Five Characteristics Of Goodwill Messages. (Obj. 7)

Goodwill Messages Are Selfless, Specific, Sincere, Spontaneous, And Short. (Textbook, P. 202)

Chapter 4

Practice

Web 2.0 Communication Tools Are Often Referred To As

Social Media

Design

Use Subject Lines And Formatting To Let Your Readers Process And Find Information Immediately

When Dealing With Email, Many Business Professionals Consider Use Of The ______ A Breach Of Privacy

"Blind Carbon Copy" Feature

Active Listening

A Personals Willingness And Ability To Hear And Understand

Which Of The Following Is An Example Of Using A Formal Research Method?

Amy Conducts A Web Search To Find Information About A Competitor'S Products.

Filter Of Lifetime Experiences

An Accumulation Of Knowledge, Values, Expectations And Attitude Based On Prior Personal Experiences

(Below Letter) Short Reports Of Less Formality...

Email Or Memo

Savvy business communicators who develop persuasive messages understand that resistance to ideas, products, and services is often because of

Emotions

Arranging Data In A Grid Also Works For What?

Feasibility Studies And Yardstick Reports That Compare Many Variables ; Consumer Reports Often Use Grids

An Organizational Pattern That Presents The Main Idea After The Details, Explanation, And Evidence Is The

Indirect Organizational Pattern

Name At Least 4 Of The 11 Leadership Traits.

Intelligence, Judgment, Objectivity, Initiative, Dependability, Cooperation, Honesty, Courage, Confidence, Stability, Understanding

Which Of The Following Employees Is Most Likely To Be An Extrovert?

Len Meets Everyone In The Department By His Third Day On The Job.

Inaccuracies May Result From

Miscalculations, Misinformation, Poor Word Choice, Or Simply Typos

Do Correlations Prove Cause And Effect Relationships

No

Principles For Fielding Questions

Pause Before Answering, Be Honest, Show Appreciation, Be Concise, And Reframe The Question To Match Your Agenda.

Which Topic Should You Avoid Discussing In Both Brazil And India?

Poverty

The use of limited time offer to persuade people to make a purchase.

Scarcity

Which Of The Following Is Not A General Purpose Common To Business Communication

To Negotiate

Which Of The Following Statements About Virtual Meetings Is Most Accurate?

Two Of The Most Significant Reasons For Virtual Meetings Are Saving Travel Costs And Reducing Employee

The Primary Value Of Having Diversity On Teams Is That It Helps Them

Welcome New Ideas

Validating

You Recognize Their Perspectives And Feelings As Credible Or Legitimate

teaser message

form of buffer message; often written, signal to recipients that an upcoming conversation or other communication may involve unpleasant news

Internal persuasive messages typically focus on promoting ________, while external messages focus on promoting ________.

ideas; products and services

One Of The Most Important Tasks In Preparing Well-Organized Messages Is

Grouping Similar Ideas Together.

manipulation

involves attempting to influence others by some level of deception so you can achieve your own interests.

A(n) _____ falls into the category of external partners.

joint-venture partner

Judger Mind-Set

Having Your Mind Made Up Before Listening Carefully To Others' Ideas, Perspectives, And Experiences

indirect business messages

they provide the rationale for a request before making the specific request

"Scope"

"Boundaries Of Your Investigation" - You Tell The Reader What Parts Of The Problem You Studied And What Parts You Did Not Study

"Visible To The Eye" Is An Example Of

Redundancy

severity

how serious or detrimental the bad new is

Key Reviewing Steps:

-Fair Test:; -Proofreading; -Feedback

components of direct bad-news messages

-buffer, bad news, provide rationale, explain impacts, focus on future, goodwill -example? -knowing which way is more appropriate for your situation and audience is important because it can make or break your delivery

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.

Team Culture

Refers To A Set Of Shared Perceptions And Commitment To Collective Values, Norms, Roles, Responsibilities, And Goals.

develop your ideas

gather facts from a varieyt of sources ---more likely to make objective judgments & propose fair solutions ---make sure you are aware of your own emotions & how they impact your thinking ---ask yourself whether your reaction to the situation involves any defensive, rashness, or favoritism

severity

how serious or detrimental the bad news is

Converting Passive To Active Voice.

A. Our Board Created Programs So That Employees Could Become Volunteers. ; B. We Encourage Employees To Take Up To Five Hours A Month Of Paid Time To Volunteer. ; C. We Provide Café-Style Restaurants For Employees In Our Corporate Buildings. ; D. When We Realized That Transportation Was A Problem, We Established Interoffice Shuttles. ; E. Maclean'S Magazine Named Our Company In Its "100 Best Places To Work."

Matt And Larita Grew Up In Communities That View Authority In Very Different Ways, So They Have Difficulty Understanding Each Other At Times. The Problem Is Being Caused Primarily Because Of

A Filter Of Lifetime Experiences.

Facilitator

Acts From A Neutral Position To Get Each Person To Participate In The Conversation And Ensure That Each Agenda Item Is Properly Discussed.

Principles For Staying Flexible

Arrive Early, Focus On The Needs Of The Audience, When You Lose Your Place Don'T Panic, Never Tell Your Audience Things Haven'T Gone As Expected, Always Have A Plan B, And Know What Your Key Messages Are.

Why Establish Credibility

Establishing Credibility Allows You To Communicate More Easily And More Influentially.; Credibility Leads To Less Resistance From Others, Increased Willingness To Cooperate, And Less Likelihood Of Miscommunication

Which Of The Following Is Most Likely To Lower A Person'S Credibility?

Exaggeration Of Facts

The Most Significant Trends In Today'S Dynamic Workplace Include Global Competition, Team-Based Projects, Flattened Management Hierarchies, New Communication Technologies, And

Expectations Of Around-The-Clock Availability

Disadvantage Of The Mean

Extremes At Either End Cause Distortion

If A Customer Requesting An Adjustment Is At Fault For The Problem, The Best Response Is Often To

Honor The Claim But Tactfully Punt Out That Your Firm Was Not At Fault

_____ Deal With The Levels Of Independence And Interdependence That People In A Society Possess And Encourage.

Individualism And Collectivism; Individualism Refers To A Mind-Set That Prioritizes Independence More Highly Than Interdependence, Emphasizing Individual Goals Over Group Goals, And Valuing Choice More Than Obligation. By Contrast, Collectivism Refers To A Mind-Set That Prioritizes Interdependence More Highly Than Independence, Emphasizing Group Goals Over Individual Goals, And Valuing Obligation More Than Choice.; References

Credibility

Is Your Reputation For Being Trustworthy. The Degree To Which Others Believe Or Trust In You. Important For Business Relationships, And Effective Communication.

Which Of The Following Are Benefits Of Instant Messaging

It Allows A Rapid Response To Urgent Messages

What Is Wrong With The Following Sentence? "Driving To The Office, A Police Officer Stopped Me For Speeding."

It Contains A Dangling Modifier

When Stakeholders Judge Whether The Communications And Actions Of An Organization Match Their Needs And Interests, They Are Evaluating The Organization'S

Reputation.

What Are The Three Main Activities Involved In The Second Phase Of The 3-X-3 Writing Process? (Obj. 1)

The Three Main Activities Involved In The Second Phase Of The 3-X-3 Writing Process Are Researching, Organizing, And Composing. (Textbook, P. 112)

Why Is Audience Analysis So Important In Choosing The Direct Or Indirect Pattern Of Organization For A Business Message? (Obj. 3)

What Can Your Letter Accomplish If Your Audience Refuses To Read It? Absolutely Nothing! You Will Have Succeeded Only In Wasting Your Time And Possibly Making A Bad Situation Worse. If You Truly Want Your Reader To Read And Accept Your Message, Then You Must Carefully Choose Your Letter Organization Pattern.

Claims Must Have These Three Things

What The Claim Is (What You Expect The Company To Do For You); A Rationale (Reason?); A Call To Action

Which Behavior Would You Most Likely See In A Low Humane Orientation Culture?

When People Form New Acquaintances, They Avoid Physical Gestures Of Welcome.; Humane Orientation (Ho) Is The Degree To Which An Organization Or Society Encourages And Rewards Individuals For Being Fair, Altruistic, Friendly, Generous, Caring, And Kind. In Low Ho Cultures, People Smile And Display Other Nonverbal Signs Of Welcome Infrequently.

Judger Statements

Which Show They Are Closed Off To Hearing People Out, Shut Down Honest Conversations.

"Sources And Methods Of Collecting Information"

You Need To Tell The Readers How You Collected The Information In The Report And Describe The Steps You Followed ; More Complex Research Requires A More Detailed Description (Like If You Performed A Survey... Etc)

Leaner Media Are Best Used For Messages That

Are Routine

Managers Are The Only People In An Organization Who Need Leadership Skills.

False

The First Step Of Phase 3 Of The 3-X-3 Writing Process Is Evaluating The Document.

False

What Is "Frontloading," And Why Is It Useful In Routine Business Letters? (Obj.

Frontloading Refers To Stating Immediately Why You Are Writing. It'S Important Because The Reader Can Anticipate And Comprehend What Follows. (Textbook, P. 186)

You Have Just Interviewed Candidates For A Sales Position And You Must Reccomend One Candidate For Hire. You Want To Summarize Each Candidates Key Points, Including Experience, Skills, Education And Other Employment Related Info. What Form Should You Use

Grid

Direct Pattern Of Organization Is Appropriate For Reports Whose Audience:

Is Receptive To The Info Contained In The Report

Ethnocentrism, The Belief That One'S Own Race Is Superior To Others, Is A Natural Attitude Inherent In All Cultures.

T

Generally, Teams Are Able To Respond Faster To Problems.

T

Managers Who Believe Employees Are Lazy And Work Only Because They Get Paid Will Provide Close Supervision And Control.

True

Accurate Information Is

True, Correct, And Exact

Components Of Apologies

-Make Acknowledgement Of Mistake; -Express Regret For Harm Caused; -Take Responsibility; -Offer Commitment Offense Won'T Be Repeated; -State Goodwill

Implying Bad News (Obj. 2)

Although All Our Present Funds Are Needed To Lease New Equipment And Offices For Our New Branch In Richmond, We Hope To Be Able To Support This Endeavour In The Future. ; B.Because Our Billboard Space Was Completely Filled During The Holidays, We Hope To Display Your Message, As Promised, Next Month. ; C.We Have Your Fresh Fruit Basket Ready And Will Ship It As Soon As You Call Us With Your Credit Card Number.

Name Five Or More Techniques To Buffer The Opening Of A Bad-News Message.

Appropriate Buffers Might Start With The Best News, A Compliment, Appreciation, Agreement, Facts, Understanding, Or An Apology. (Textbook, P. 246)

Facts

Are You Confident In Your Facts? Are You Assumptions Clear? Have You Avoided Slanting The Facts Or Made Other Logical Errors?

Action Information, Including Deadline Dates, Should Be Placed In The Body Of A Routine Request Message.

F

Because Blogs Are Informal, Bloggers Do Not Have To Worry About Being Grammatically Correct

F

In The Workplace, Wikis Are Used Exclusively By Information Technology Departments

F

Difficult Conversations: Principles Of And Steps In Conducting One

Embrace Difficult Conversations, Assume The Best In Others, Adopt A Learning Stance, Stay Calm/Overcome Noise, Find Common Ground, Disagree Diplomatically, And Avoid Exaggeration And Either/Or Approaches. Steps: ; 1. Start Well/Declare You Intent; 2. Listen To Their Story; 3. Tell Your Story; 4. Create A Shared Story

Podcasts Can Be Played Only On Ipods

F

You Are Born With The Abilities To Read, Listen, Speak, And Write Effectively

F

apply FAIR test to PR mssgs

FACTS - complete accurate info ACCESS - provide transparent info IMPACTS - do not overloook potential fallout on stakeholders RESPECT - consider stakeholders

When persuading someone, what should your argument be?

Meeting the needs of your audience.

While Reading An E-Mail Message From Her Boss, Melissa Is Distracted By Numerous Typographical And Spelling Errors. ; These Errors That Detract From The Message And Make It Difficult To Read Are Called

Noise.

As Her Supervisor Explains The New Procedure, Rachel Nods Her Head. Rachel'S Response Is An Example Of

Nonverbal Feedback

New Transportation, Information, And Communication Technologies Are Important Factors In The Increase In Globalization.

T

Organizations With Free-Flowing, Open Communication Tend To Be More Successful.

T

Profiling The Audience Means Anticipating How Both Primary And Secondary Audiences Will React To A Message.

T

Pull The Red Lever Is An Example Of An Instruction In The Imperative Mood

T

Some Experts Recommend Spending About Half The Total Composition Time Editing, Proofreading, And Evaluating A Document.

T

The 21St-Century Economy Depends Mainly On Information And Knowledge.

T

The sandwich approach to delivering bad news:

softens the bad news.

Instructions Will Be Most Readable If The Steps Are Presented In A Numbered Vertical List.

T

The Sentence James Responded To The Inquiry Is An Active-Voice Sentence In Which James Acts As The Subject.

T

Recognizing Barriers To Effective Listening

Lack Of Time; Communication Technology; "Me Too" Statements ; Lack Of Patience And Attention Span; Fear Of Bad News; Advice-Giving; Image Of Leadership; Defending; Judging

What Is The Relationship Between The Major Categories In An Outline And Those In A Report Written From The Outline? (Obj. 2)

The Major Categories In An Outline Become The Major Headings In A Report. (Textbook, P. 117)

Routine Operational Reports

The Majority Of Reports - They Keep Supervisors, Managers, And Team Members Informed About The Company'S Operations (Weekly, Monthly, Quarterly...)

Communication Channel

The Medium Through Which A Message Is Transmitted. Emails, Phone Conversations, And Face-To-Face Dialogue. Each Communication Channel Has Strengths And Drawbacks.

A Key Advantage Of Oral Communication Is

The Opportunity To Get Immediate Feedback

Tone

The Overall Evaluation The Reader Perceives The Writer To Have Toward The Reader And The Message Content.

What Is The Most Accurate Statement About Being An Effective Communicator In The Digital Age?

Realize That Because Of Social Media And Other Online Technology, Your Writing Will Be On Display More Than Ever.

Principle of influence based on returning favors. "We should try to repay, in kind, what another person has provided us."

Reciprocation.

The Sentence Your Attendance At Monday'S Marketing Meeting Is Absolutely Essential Could Be Improved By Eliminating A(N)

Redundancy.

Team Culture

Refers To A Set Of Shared Perceptions And Commitment To Collective Values, Norms, Goals, Responsibilities, And Goals

How Can A Writer Emphasize Reader Benefits? (Obj. 5)

Writers Can Emphasize Reader Benefits By Putting Themselves In The Position Of The Reader. How Is This Message Going To Save The Receiver Money, Time, Or Effort? The Message Should Be Written From The Perspective Of The Reader. (Textbook, P. 99)

Implicit

While Reading A Business Message, If The Reader Needs To Read Between The Lines To Grasp The Entire Meaning. Then The Message Is Said To Be ____.

The Tone Of Business Messages

Can Range From Informal To Conversational To Formal

Psychological Noise

Refers To Interference Due To Attitudes, Ideas, And Emotions Experienced During An Interpersonal Interaction.

Email Can Be Used For External Communication

Regularly, It Is Now The Primary Medium For Most Companies

Correlations

Relationships Among Two Or More Variables That Help Explain The Findings ; Ex: A Correlation Exists Between Years Of Education And Starting Salary

Anticipating And Profiling The Audience For A Message Helps A Communicator Determine What Words And Tone To Use.

T

Improving Ease Of Reading With Conciseness

Control Paragraph Length; Use Short Sentences; Avoid Redundancy; Avoid Empty Phrases; Avoid Wordy Prepositional Phrases

Melinda Must Submit A Sales Report Each Week That Contains Headings Established By Her Manager. This Recurring Report Is Organized By:

Convention

Concise Messages Are Easier To Read And Comprehend Than Wordy Messages.

T

The First Atm Opened Near London In 1967 Is An Example Of An Independent Clause.

T

Developing strong ideas in the interest of your audience will give you the impression of what?

Competence

Pdf Is A

Widely Used Format For Transferring Documents Electronically

Marco Uses Google For His Research Stephanie Prefers Yahoo Is A Run-On Sentence.

T

The Writing Process For Routine Messages: Key Drafting Steps

-Tone; -Style; -Design

Social Age

An Era In Which People Engage In Networked Communications, Collaborate Across Boundaries, And Solve Problems Communally.

Components of DIRECT Bad-News Messages

-erase with a buffer -deliver the bad news -provide rationale -explain impacts -focus on the future -show goodwill -show concern

The Most Prevalent Communication Channel In The Workplace Today Is

E-Mail

Funnel Questions

Move From General To Specific

The ______ Effect Means That Recipients Are More Likely To Perceive Messages That Are Intended As Neutral As Negative.

Negativity

Spim Refers To

The Im Version Of Email Spam

ethical responsibility

corp. activities comply w/high ethical & legal standards

likelihood

relates to the probability of the bad event occuring

A Euphemism Is A Word Our Phrase That Is

A Milder Term For Knew With Negative Connotations

What are examples of positive wording?

"have enough money as long as you live" "maintain your lifestyle"

External Blogs

& Other Online Resources Provide A Plethora Of Info; Range In Reliability Is Enormous; -- Most Are Not Formally Edited Or Reviewed; * If Relying On Blogs, Make Sure You Carefully Determine Expertise Of Blog Writer(S)

Use Short Sentences In Most Cases

-Short Sentences Allow Your Readers To Comprehend Your Ideas More Easily ; - For Routine Messages, Aim For Average Sentence Length Of 15 Or Fewer Words

Components Of Inquiry Responses

-Provide Responses; -State Goodwill

Use Parallel Language

-Using Parallel Language Means That You Apply A Consistent Grammatical Pattern Across A Sentence Or Paragraph ; - Parallelism Is Most Important When You Use Series Or Lists

What Else Do You Need To Avoid When Analyzing Data To Arrive At A Conclusion

1. Don'T Sensationalize Or Exaggerate Your Findings/Conclusions; 2. Be Careful Of Words Like "Many, Most, And All" ; 3. Instead Use Words Like "Some Of The Respondents Felt"

Emotional Hijacking

A Situation In Which Emotions Control Our Behavior, Causing Us To React Without Thinking.

Personal Brand

A Unique Set Of Professional Skills And Attributes That Others Associate With You

Idea Development (Planning)

Identify And Gather Relevant, Accurate, And Up-To-Date Information

The Opening Request Of A Recommendation Should Include

A Clear Statement That You'Re Applying For A Position

Disassociation

A Process By Which Professionals Accept Critique Of Their Ideas Without Taking It Personally And Becoming Defensive

"Government Task Force Report Recommendations" Is An Example Of

A Long Noun Sequence

What Are Three Ways In Which A Routine E-Mail Or Memo May Be Closed? (Obj. 2)

A Message May Close With (A) Action Information, Dates, Or Deadlines; (B) A Summary Of The Message; Or (C) A Closing Thought. (Textbook, P. 159)

Damage Control For Disappointed Customers: Late Delivery Of Printing Order (Obj. 4)

A. Should Kearns Call Tyra Or Delegate The Task To His Assistant? ; Kearns Is The Sales Manager And Presumably Is The Main Contact That Tyra Has With The Printing Company; Therefore, It Is His Responsibility To Deliver The News. Under Some Circumstances, It Might Be Appropriate To Have Someone Higher Up In The Organization, Such As The Ceo, Place The Call. Two Circumstances That Might Justify This Approach: (A) Kearns Wants To Emphasize That The Company Is Taking This Problem Seriously And Wants To Go All Out To Convince The Client That The Client Is Important; And (B) The Insurance Company Is One Of The Printing Company'S Biggest Clients. ; B. When Should Tyra Be Informed Of The Problem? ; Immediately.; C. What Is The Best Procedure For Delivering The Bad News? ; 1.Call The Individual Involved. ; 2.Describe The Problem And Apologize. ; 3.Explain Why The Problem Occurred, What You Are Doing To Resolve It, And How You Will Prevent It From Happening Again. ; In Describing The Problem And Apologizing, Kearns Might Say, "We Discovered Just This Morning That Your Cheque Order Will Not Be Printed By The Date I Originally Promised You It Would Be Ready. I Apologize For Causing A Difficult Situation For Your Company." ; In Explaining How The Problem Occurred, Kearns Might Say That The Employee Who Schedules Orders To Be Printed Misread The Promised Delivery Date For Your Cheques, So He Didn'T Schedule Your Printing Order Early Enough For It To Be Ready When You Requested. Kearns Might Add, "As Soon As We Discovered The Mistake, Your Order Got Moved To The Front Of The Production Queue And Is Being Printed As We Speak. As Soon As The Cheques Come Out Of Production, We Will Ship Them To You Via Fedex Express Sameday Delivery. We Will Cover The Increased Shipping Cost Necessary To Get Your Cheques To You More Quickly. Plus We'Re Giving You A 10 Percent Discount On The Cost Of This Order To Compensate You In A Small Way For The Inconvenience We'Ve Caused You." ; In Explaining What Is Being Done To Avoid Recurrence Of The Problem, Kearns Might Say, "We'Ve Instituted A New System To Keep This Problem From Happening Again. After The Employee Does The Initial Scheduling Of Print Jobs, We Have Designated A Second Employee To Double Check That All The Print Jobs Have Been Scheduled In A Timely Fashion So That We Can Meet The Delivery Dates We'Ve Promised Our Clients." ; In Concluding His Telephone Call, Kearns Should Strive For A Positive Tone That Promotes Goodwill: "Your Satisfaction Is What Is Important To Us, And We'Re Working Extra Hard To Make Sure You'Re Satisfied With How We'Re Handling This Situation." ; D. What Follow-Up To The Phone Call Would You Recommend To Kearns?; Kearns Should Write A Follow-Up Letter That Documents The Phone Call And Promotes Goodwill. In Addition, Kearns Should Keep In Close Contact With Tyra Until The Problem Is Resolved. Confirm That The Air Freight Delivery Arrives When It Is Supposed To Arrive. If The Shipment Does Not Arrive On Time, Track The Delivery With The Shipping Company To Determine Its Status. Confirm The Delivery Of The Remainder Of The Order That Is Coming By Truck.

Appendixes

Often Included To Provide Reference Materials; Common Info Included:; -- Financial Stmts; -- Marketing Materials; -- Detailed Data Tables; -- Brochures; -- References; -- Résumés; -- Biographies

Style (Drafting)

Make Your Message Easy To Read; Use Short Sentences And Paragraphs And Action-Oriented Language

During The Drafting Stage, The Process Of Designing The Message Focuses On

Making The Message Easy To Read.

Progress And Interim Reports

Often Required For Continuing Projects In Order To Describe Their Status ; May Be Internal Or External

advantages / disadvantages of bad news in written form

Advantages: * can craft mssg more carefully * can document mssg more easily * can provide a mssg that serves as a refernce (provide direction, suggestions, & options for future actions) * can delivery mssg to more people 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

Jamal'S Company Is Committed To Using Its Social Networking Platform. Which Of The Following Is A Guideline That Jamal Should Follow?

Focus On Work Projects And Goals

Jamal'S Company Is Committed To Using Its Social Networking Platform. Which Of The Following Is A Guideline That Jamal Should Follow?

Focus On Work Projects And Goals.

Apology Messages Include

Acknowledgment Of A Mistake Or An Offense; An Expression Of Regret For The Harm Caused; Acceptance Of Responsibility; And A Commitment That The Offense Will Not Be Repeated; Should Be Timely And Sincere

Active And Passive E-Mail Incivility

Active: Involves Direct Forms Of Disrespect. I.E. Being Condescending, Demeaning, Saying Something Hurtful.; Passive: Involves Indirect Forms Of Disrespect. I.E. Using E-Mails For Time-Sensitive Messages, Not Acknowledging Receipt Of Emails, Not Replying To E-Mails.

Facilitator

Acts From A Neutral Position To Get Each Person To Participate In The Conversation And Ensure That Each Agenda Item Is Properly Discussed

Setting The Right Meta Message

Mixed Signals Occur When The Content Of A Message Conflicts With The Tone, Nonverbal Communications Or Other Signals; Sending Mixed Signals Is Not Only Confusing But It Also Frequently Results In Negative Meta Messages.

Len Has Asked You To Evaluate His Professional Blog. Which Of The Following Aspects Of His Blog Would You Suggest That Len Change Because It Might Damage His Online Reputation?

About One-Half Of His Posts Detail One Of Len'S Accomplishments.

In The Context Of The Reviewing Process, The "A" In The Fair Test Stands For _____.

Access

Tone

Aim For A Helpful, Professional, Reader-Centered Tone. Show Respect For Your Readers Time

Tone

Aim For A Helpful, Professional, Reader-Centered Tone. Show Respect For Your Readers' Time.

Tone (Drafting)

Aim For Helpful, Professional, And Reader-Centered; Show Respect For Your Readers' Time

Cross-Tabulating Data

Allows Analysis Of Two Or More Variables

Which Of The Following Is An Effective Way To Improve Your Nonverbal Communication Skills?

Ask Friends And Family Members To Give You Feedback On Your Nonverbal Behavior.

How Should A Persuasive Request End? (Objs. 2 And 3)

Asking For A Specific Action And Making It Easy To Respond Are Effective Ways To End Persuasive Request Letters And Memos. (Textbook, P. 222)

In An Email, The Most Critical Information Should Be Placed

At The Beginning Of A Message.

Which Of The Following Subject Lines Is Most Effective?

Attend Our Sales Meeting On January 30

Progress Report

Can Be Seen As A Routine Operational Report But It Tends To Be Submitted On An As-Needed Basis And It Focuses On Progress Towards A Certain Goal, Can Be Formal Or Not Formal

A Computer Thesaurus

Can Help You Find Just The Right Weird For A Given Situation

Info Sufficiency

Charts Should Include Enough Info For Reader To Quickly & Reasonably Understand Ideas Being Displayed; * Clear Lables & Legends Should Demonstrate What Is Being Measured & In What Units

Designing Effective Tables

Charts; -- Generally Most Effective Way Of Quickly Demonstrating A Key Point Or Relationship; -- Generally Better For Highlighting A Key Idea; Tables; -- Allow You To Provide Data W/Additional Percision; -- Generally Better For Comprehensiveness & Precision

Proofreading

Check For Typos And Any Signals That You Are Not Attentive To The Needs Of Others

Which Of The Following Is Not An Informal Method Of Gathering Information To Meet Your Audience'S Needs

Conducting Library Research

What Is A Confirmation E-Mail Message Or Memo? What Other Names Could It Be Given? (Obj. 6)

Confirmation E-Mail Messages Or Memos—Also Called To-File Or Incident Reports—Record Oral Decisions, Directives, And Discussions, Creating A Concise Permanent Record For The Future. (Textbook, P. 172)

The Deductive Approach Is Also Known As The _____ Approach.

Direct

As Nathan Begins His Business Career, He Will Probably Find Himself Writing More ____ Than Other Types Of Messages.

E-Mail Messages

What Is One Technique That Meeting Leaders Can Use To Encourage Discussion But Avoid Arguments During The Early Part Of Meetings?

Foster Disassociation

What Four Information Areas Generate The Most Lawsuits? (Obj. 6)

Four Information Areas That Generate The Most Lawsuits Are; • Investments ; • Safety ; • Marketing ; • Human Resources. ; (Textbook, Pp. 105-106)

Questions To Ask For Feedback

Framed The Idea Correctly?; Does The Business Logic Hold Up?; Does The Message Have The Intended Effects?; Is The Tone Appropriate?; Etc.

What NOT should a call to action be?

Hard to sell

When Requesting Information Or Action From A Fellow Employee, You Should Generally

Get Straight To The Point

Ethical Business Communicators Strive To Tell The Truth, Label Opinions So That They Are Not Confused With Facts, Are Objective, Communicate Clearly, Use Inclusive Language, And

Give Credit When Using The Ideas Of Others

While Conducting The Fair Test, Which Of The Following Questions Will Help You Analyze Whether Your Message Demonstrates Respect For The Inherent Worth Of Your Audience?

Have You Shown That You Value Others?; The Reviewing Process Includes Three Interrelated Components: Conducting The Fair Test, Proofreading, And Getting Feedback. The "R" In Fair Test Stands For "Respect." At This Stage, You Are Likely To Check Whether Your Message Shows That You Value Others.

Impacts

Have You Thought About How The Message Will Impact Various Stake-Holders? Have You Evaluated Impacts On Others From Ethical, Corporate, And Legal Perspectives?

A Business Leader Can Cultivate A Sense Of Community By

Having A Communication Style That Is We-Oriented, Not Me-Oriented.

Which Of The Following Is Not A Disadvantage Of Electronic Media

High Cost

_____ Is The Degree To Which An Organization Or Society Encourages And Rewards Individuals For Being Fair, Altruistic, Friendly, Generous, Caring, And Kind.

Humane Orientation

Why Should Writers Of Information E-Mail Messages And Memos Strive To Express Ideas Positively Instead Of Negatively? (Obj. 4)

Information E-Mail And Memo Writers Should Assume That Employees Want To Cooperate To Help The Organization As Well As Themselves Succeed. Therefore, State What You Want Them To Do Rather Than What You Do Not Want Them To Do. (Textbook, P. 168)

Table Of Contents

If Your Report Goes Over 5 Pages (Or 1,500 Words); - The Reports Outline In A Finished Format, Main Headings Differentiated From Subheadings

Conciseness

Implies Omitting Needless Words So That Readers Can Rapidly Process Your Main Ideas. Not Implying Removing Relevant Information

Delivering Effective Routine Messages

Improves Your Reputation For Personal Credibility; It Shows Competence, Caring, Character

Consistency

In A Case Study, Psychologists Found That Horse Racing Fans Become More Confident That Their Horses Win After Placing A Bet. Which Of The Following Principles Of Influence Is Illustrated In This Example?

Distinguish Between Active-Voice Sentences And Passive-Voice Sentences. Give Examples. (Obj. 4)

In Active-Voice Sentences, The Subject Performs The Action. In Passive-Voice Sentences, The Subject Receives The Action. ; Examples:; Active: Kevin Wrote The Report. ; Passive: The Report Was Written By Kevin. ; Tip For Detecting Passive Voice: Ask "By Whom?" After The Verb. If The Performer Of The Action Is Revealed, The Verb Is Passive. ; (Textbook, Pp. 123-124)

Developing Routine Messages

In Any Given Business Day You Need To Produce Credible Messages Quickly.; Excellent Business Communications Can Develop Routine Written Messages In A Matter Of Minutes.

Businesses Form Teams Because Teams Make Better Decisions, Respond Faster, And

Increase Productivity.

_____ Is Technical Or Specialized Terms Used By And Familiar To Professionals In A Particular Field Such As Insurance, Law, Or Medicine.

Jargon

When Personal Values And Corporate Values Are Aligned, Employees Have More

Integrity.

Messages sent to a large group of consumers intended to try to sell a particular product or service are known as what?

Mass sales messages

U.S. Businesses And Those Of Other Countries Are Seeking To Expand Around The World For All Of The Following Reasons Except

Maturing Domestic Markets.

Gianna Is Writing An E-Mail Message To A Company To Ask About Its Software For Removing Malware (Malicious Software) From Her Company'S Network. Which Is The Best Opening Statement For Her Message?

Please Answer The Following Questions About Your New Malware Removal Program

Which Of The Following Is Not An Example Of An Obsolete Language

Please Let Us Know

Direct Openings (Objs. 1-7)

Please Send By Ups The Following Items From Your Winter Catalogue. ; B.Yes, We Do Offer Our European-Style Patio Umbrella In Two Colours: Cream And Forest Green. ; C.Nearly All Of The Riders In The Honda Superbike Classic At Mosport Selected Dunlop Blue Groove Hard-Compound Front And Rear Tires. ; D.Your Order For Colour-Block Sweatshirts Is Now Being Filled And Should Arrive By Ups About February 20. ; E.Yes, You May Send Your Premier Dvd Directly To Our St. Catharines Plant For Inspection.

An Effective Opening For A Routine Request Would Be

Please Send Me A Summary Of Last Month'S East Region Sales Data

Which Of The Following Documents Would Most Likely Use An Introduction, A Proposed Solution, Staffing, A Schedule And/Or Costs, And Authorization Organization?

Proposal

Inquiry Responses

Provide Responses, State Goodwill. Set Off Each Question So Your Readers Can Quickly Identify Responses To Particular Questions.

Business Periodicals

Provide Stories, Info, & Advice About Contemporary Business Issues; -- I.E. Mags, Newspapers; * Often Written By Well-Respected Business Journalists & Experts However; -- Most Articles In Mags & Periodicals Will Have Limited Value In Applying To Your Specific Business Robs & Your Org; -- Articles Often Rely On Anecdotal Evidence Rather Than Carefully Controlled Experiments & Survey Research; * Periodical That Are Industry Publications Are Often Far More Relevant Than General Business Mags & Articles

In Low-Trust Relationships, People Tend To

Regard The Actions Of Other People Negatively

The ______ Age Is An Era In Which People Engage In Networked Communication, Collaborate Across Boundaries, And Solve Problems Communally.

Social

Components Of Difficult Conversations

Start Well/Declare Your Intent; Listen To Their Story; Tell Your Story; Create A Shared Story

Understanding The Interpersonal Communications Process

Task 1 Overcome Barriers To Communications; Task 2 Manage Emotions To Be Constructive; Task 3 Select Appropriate Communications Channels

Which Statement Correctly Compares The Rate That Technology Changes To The Rate That Workplaces Change?

Technology Can Change In A Matter Of Months, While Workplaces Sometimes Take Decades To Change

Transitions

Tell The Readers Where Ideas Are Headed Ad How They Relate

Name Four Or More Techniques To De-Emphasize Bad News When It Is Presented. (Obj. 2)

Ways To De-Emphasize Bad News: ; •Sandwich The Bad News Between Other Sentences. Avoid Placing The Bad News At Sentence And Paragraph Beginnings. ; • Use The Passive Voice (Instead Of "We Don'T Admit Uninsured Patients," Say "Uninsured Patients Cannot Be Admitted"). ; • Place The Bad News In A Subordinate Clause Beginning With Although, As, Because, If, Or Since. ; • Emphasize The Positive (Instead Of "Your Order Cannot Be Delivered Until August 1," Say "Your Order Will Be Delivered August 1"). ; • Imply The Refusal. ; • Suggest An Alternative. ; (Textbook, P. 248)

Which Of The Following Statements About Diversity In The Workplace Is Most Accurate?

Advances In Technology Are Allowing More Physically Challenged People To Join The Workforce

_____ Refers To The Stimuli, Environment, Or Ambiance Surrounding An Event. It Is Probably The Most Important Cultural Dimension And Is Also The Most Difficult To Define.

Context

When American Businesspeople Conduct Business Abroad, They Should Always Adopt The Ethical Standards Of The Foreign Country As A Sign Of Respect.

F

When Writing Blog Entries, Use Passive Verbs, Use Formal Language, And Avoid Contractions.

F

reveiw bad news mssgs for effectiveness & fairness

FAIR test --pay particular attention to impact of bad news on others & how to express it w/respect Proofreading --reread mssg several times, slowly, imagining how your mssg recipients will respond Feedback --ask several colleauges who can empathize w/bad news recipients to review mssg

You Should Aim For Accuracy In:

Facts, Figures, Statistics, And Word Choice

Fair Test

Facts: Are You Confident In Your Facts? Are Your Assumptions Clear?; Access: Have You Granted Enough Access To Message Recipients About Decision Making And Information? Have You Granted Enough Access To The Message Recipients To Provide Input? ; Impacts: Have You Though About How The Message Will Impact Various Stakeholders?; Respect: Have You Demonstrated Respect For The Inherent Work Of Others: Their Aspirations, Thoughts, Feelings, And Well-Being?

The Writing Process For Routine Messages

Fair Test; Proofreading; Feedback

Effective Leaders Are Born With The Necessary Skills; The Skills Cannot Be Learned.

False

Which Of The Following Components Is Most Likely To Be Included In A Message That Aims To Make Apologies?

Taking Responsibility ; (Ypically, An Apology Includes The Following Elements: Acknowledgment Of A Mistake Or An Offense, An Expression Of Regret For The Harm Caused, Acceptance Of Responsibility, And A Commitment That The Offense Will Not Be Repeated. Effective Apologies Should Be Timely And Sincere.)

Implies that readers can discern something in terms that are meaningful to them.

Tangible

Storming Stage

Team Members Open Up With Their Competing Ideas And How The Team Should Approach Work

Characteristics Of High-Performing Teams

Teams Go Through Four Natural Stages To Reach High-Performance. Forming, Storming, Norming, Performing.; Focus On High Performance, Sets High Goals And Standards, Follows The Team Charter, Gives Each Member A Chance To Participate, Engages In Open And Candid Conversation, Holds High-Value Meetings, Handles Differences Of Opinion Constructively, Develops Creative Solutions Together, Helps Team Members Grow Professionally, Trusts One Another.

"Getting an honest assessment of my work will help me."

Which of the following is an example of reframing thoughts in order to respond to negative feedback constructively?

types of crises & levels of co. responsibility

* victim crises (min. responsibility) * accident crises (low responsibility) * preventable crises (complete responsibility)

Avoid It Is/There Are

- Readers Naturally Want To Know Precisely Who Or What The Subject Of A Sentence Is, Particularly In Business Writing, Where Specificity Is So Important; - Most Sentences That Begin With It Is Or There Are Fail To Provide A Specific Subject And Generally Contain More Words Than Necessary.

Improving Ease Of Reading With Conciseness

-Control Paragraph Length; - Use Short Sentences ; - Avoid Redundancy ; - Avoid Empty Phrases ; - Avoid Wordy Prepositional Phrases

Avoid Wordy Prepositional Phrases

-Eliminating Extra Words Allows Your To Get Your Ideas Across As Efficiently As Possible ; - You Will Often Find That You Can Reduce Word Count By 30 To 40 Percent Simply By Converting Many Of Your Prepositional Phrases Into Single-Word Verbs

Components Of Expectations

-Explain Overall Expectation; -Describe Responsibilities (Central Component); -Provide Deadlines (Central Component); -Discuss Coordination (Central Component); -State Goodwill

FAIR approach

-Facts: is your information factual?; Access: is you information accessible and transparent?; Impacts: what is the impact of your information and delivery?; Respect: is your delivery respectful? -using the FAIR approach, someone can consider the quality of their communication and how it will be received by others -how others judge your character and credibility is based on how you communicate with them, making the FAIR approach an important resource in business relationships

Components Of Requests

-Make Request; -Provide Rationale For Request; -Call To Action; -State Goodwill (Positive Other-Oriented Tone)

Uses Of Routine Messages

-Making Requests; -Setting Expectations; -Providing Directions

principles of effective resumes

-PREQ: position your most important first, remove irrelevant, emphasize with action verbs, quantify accomplishments -an effective resume will have concise wording, numbers, and be error-free -effective resumes are important because they are often the first thing an employer sees about you when considering you for a job

Judger Mind-Set

-People Have Their Minds Made Up Before Listening Carefully To Others' Ideas, Perspective, And Experiences. ; -Judgers View Disagreement Rigidly, With Little Possibility Of Finding Common Ground

Holding Judgment

-People Will Only Share Their Ideas And Feelings With You If They Feel Safe; -Holding Judgment Is Particularly Important In Tense And Emotionally Charged Situations.; -Learner Mind-Set Vs. Judger Mind-Set

Components Of Directions

-State Goal; -Give Step-By-Step Directions; -State Goodwill

Provide All Relevant Information

-The Key To Providing All But Only Relevant Information Is To Plan, Write, And Review Your Message Strategically. ; -Repeatedly Asking Yourself What Information Is Necessary For The Purpose Of Your Message Will Help You Accomplish This.

Use Short And Familiar Words And Phrases

-Whenever Possible, Choose Short, Conversational, And Familiar Words. ; - Using Longer, Less Common Ones Slows Processing And Can Distract From Your Message.

The Closing Of A Positive Message That Requires Follow Up Action Should

Clearly State Who Will Do What Next

Knowledge And Information Workers Must Be Able To Think Critically, Make Sound Decisions, And

Communicate Information To Others.

Select The Best Definition Of Communication.

Communication Is The Transmission Of Information And Meaning From One Individual Or Group To Another.

Yardstick Report

1. Examine Problems With Two Or More Solutions ; 2. Writer Establishes Criteria To Compare Alternatives ; 3. The Criteria Acts As Yardstick Against Which Alternatives Are Measured ; 4. Advantage Is That Alternatives Can Be Measured Consistently

Clarifying Objectives: Message Structuring

1. Framing The Primary Message; A) What Is The Primary Message?; B) What Simple, Vivid Statement ( 15 Words Or Less) Captures The Essence Of Your Message?

Trip, Convention, And Conference Reports

1. Inform Management About New Procedures, Equipment, And Laws. ; 2. As Well As Info Affecting Products, Operations, And Service ; 3. Best Not To Use Chronological Sequencing

Both Formal And Informal Reports Use What Kind Of Devices To Keep Readers From Getting Lost?

1. Introduction; 2. Transitions ; 3. Headings

3 Types Of Charts Primarily Used In The Workplace

1. Line Charts; -- Useful For Dipicting Events & Trends Over Time; -- I.E. Stock Prices Over Time; 2. Pie Charts; -- Usefulf For Illustrating The Pieces W/In A Whol; -- I.E. Market Shares; 3. Bar Charts; -- Useful To Compare Amts Or Quantities; -- Most Versitle Since It Can Be Used To Compare Many Types Of Data

2 Categorie Of Business Research

1. Primary Research; 2. Secondary Research

Matching influence techniques to PR efforts (6)

1. Reciprocation 2. commitment 3. social proof 4. liking 5. authority 6. scarcity

Typically Follow What 6 Point Pattern Of Development

1. Specify The Purpose And Nature Of The Project In The Opening; 2. Provide Background Info ; 3. Describe Work Completed ; 4. Explain The Work Currently In Progress; 5. Describe Current And Future Problems And Remedies ; 6. Discuss Future Activities And Provide Expected Completion Date

Techniques For Analyzing Raw Data

1. Tables ; 2. Measures Of Central Tendency ; 3. Correlations; 4. Grids ; 5. Decision Matrices

6 Tips For Converting Raw Data

1. Tabulate The Responses ; 2. Calculate Total Percentages ; 3. Round Figures To Once Decimal Whole Numbers ; 4. Arrange Items In Logical Order ; 5. Prepare Title Of Table ; 6. Include The Total Number Of Respondents

Recommendations

1. Tell How To Solve Problem; 2. They Want To Know Exactly How To Implement Suggestions ; 3. Specificity Of Your Recommendation Depends On Your Authorization

Introduction Does What 3 Things

1. Tells The Purpose Of The Report; 2. Describes The Significance ; 3. Previews The Main Points And The Order In Which They Will Be Developed

Tables

1. Use Column And Rows ; 2. Some Data Becomes More Meaningful When Cross-Tabulated ; 3. Help You Compare Multiple Data From Questionnaires And Surveys

When Are Mean, Median, And Mode Figures Are Especially Helpful?

1. When The Range Of Values Is Also Known ; 2. It Enables Readers To Put These Figures Into Perspective

Steps To Avoid Misleading Readers W/Numerical Data

1. Whenever Unsure Of Data Relationship, Discuss W/Colleauges; -- Collectively, Will Often Arrive At Fair Way To Represent Info; 2. Ask Sefl If You Have Provided Enough Info For Readers & Audience To Make Informed & Accurate Judgment; * Cherry-Picking Data In Their Favor; -- Showing Only Datat That Supports Your Points ; -- This Is Deceptive; * Distorting Info Is Also Deceptive, Even If Technically Correct

What are some examples of persuasion?

1. Winning over peers to adopt your ideas. 2. Convincing clients to use your services. 3. Getting your boss to consider a different perspective.

How Many Words Should Be In The Typical Paragraph Of A Business Communication?

40 To 80 Words

"Stock Prices Have Fallen, But Foreign Investments Are Far Above Normal Levels" Is

A Complex Sentence

Prefatory Pages

A Number Of Pages That Come Before The Report, Just As A Book Has Pages Before The First Chapter. Usually Included When The Situation Is Formal And The Report Is Long

Team Culture

A Set Of Shared Perceptions And Commitment To Collective Values, Norms, Roles, Responsibilities, And Goals

Why Should A Writer Be Somewhat Vague In The Reasons Portion Of A Letter Rejecting A Job Applicant? (Obj. 4)

A Writer Should Be Somewhat Vague To ; •Reduce The Receiver'S Pain; • Avoid Providing Information That Could Possibly Be Used In A Lawsuit Charging Discrimination Or Wrongful Actions. ; (Textbook, P. 260)

Meeting Minutes

A Written Report Of A Meeting. Contains Only Objective Matters - No Opinions Are Included. Accurate Minutes Are Important For Legal Purposes

_____ Refers To The Knowledge And Skills Needed To Accomplish Business Tasks, Approach Business Problems, And Get A Job Done.

Competence

Tone

Achieveing Positive, Can-Do Tone In You Communications Is Appropriate In Nearly All Business Communications; However, Should Project Objectivity More So Than Positivity; -- The Sense You Are Providing:; * Info; * Analysis; * Service That Is Sound, Reliable, & Unbiased; Ensure That Your Enthusiasm & Strong Positive Emotion Doesnt' Appear To Cloud Your Judgment

Use ____ ____ When Possible To Project A Positive, Can-Do, Action-Oriented Tone.

Action Verbs

Nonlistening Behaviors

Actions That Prematurely Deflect Attention From Speakers Or Prevent Them From Completely Expressing Their Ideas And Feelings

When A Company Receives A Claim And Decides To Respond Favorably, The Response Message Is Called A(N) ____________________.

Adjustment

To Minimize Potential Problems Associated With Email, Many Companies Have

Adopted Formal Email Policies Governing Appropriate Usage

Open-Ended Questions

Allow Respondents To Answer In Any Way They Choose; * Can Allow You To Understand An Issue In More Depth

Why Is It Difficult To Recommend A Specific Process That All Writers Can Follow In Composition? (Obj. 1)

Although General Steps In A Process Are Helpful To Novices, A Rigid Plan Is Impossible For Everyone To Follow. Just As People Have Very Different Personalities, They Also Have Very Different Modes Of Learning, Working, And Writing. Moreover, Not All Tasks Are Equal. A Routine E-Mail Differs Immensely From An Analytical Report. Although The General Steps (Analyzing, Anticipating, Adapting, Research, Organization, And So On) Are Similar, The Time Required, The Thoroughness, And Specific Operations Within The Process Vary Considerably.

Subordinating Bad News (Obj. 2)

Although We No Longer Print A Complete Catalogue, We Now Offer All Of Our Catalogue Choices At Our Web Site, Which Is Always Current. ; B.Although An Employment Offer Cannot Be Extended At This Time, We Appreciate Your Interest In Our Organization. ; C.Although Your Complete Order Cannot Be Shipped At This Time, The Four Oak Desks Should Arrive Within Five Days. ; D.Although Smoking Is Not Allowed Within 1.5 M Of A Public Building, The College Has Set Aside 16 Outdoor Smoking Areas.

General Rules Of Chart Formatting

Althought Secondary To Creating A Powerful Takeaway Mssge, Its Very Important; Visual Have An Impact Even B4 Reader Begins Reading, Ineffective Formatting Can Give Reader Impression Of Sloppy Or Imprecise Work

What Is The Traditional Structure For A Press-Release Style Public Relations Message?

An Inverted Pyramid With The Most Important Information First

"Limitations"

Anything That Keeps Your Report From Being An Ideal Treatment Of The Problem - Be Frank, Explain What Was Not Done And Why (Like If A Major Source Of Information Was Unavailable You Would Explain This Here)

Disguised Statements

Are Opinions Presented In Question Form.

The Cultural Dimension That Deals With The Level Of Confrontation And Directness Considered Appropriate And Productive Is Called___.

Assertiveness

Design Report To Help Decision Makers

Assume Decision Makers May Not Read Report From Start To End; -- Design It So They Can Navigate Info Rapidly; * Provide A Structure That Decision Makes Are Familiar With

When Making A Request, You Should

Assume The Reader Will Comply With Your Request

What Shorter Forms Could Be Substituted For The Expressions At This Point In Time, For The Amount Of, And In Advance Of? (Obj. 2)

At This Point In Time Now ; For The Amount Of For ; In Advance Of Before ; (Textbook, P. 139)

Passive Voice Is Sometimes Better When

Attempting To Avoid Blaming Others Or Sounding Bossy (Emphasize Neutrality)

Aim Planning Process

Audience Analysis; Idea Development; Message Structuring

Which Type If Software Feature Inserts A Ready-Made Block Of Text When You Type The First Few Characters

Autocompletion

Structural Coherence Plan

Because Of Its Length, Long Reports Risk Losing Readers Attention - So A Structural Coherence Plan Guides The Reader With Explanations, Introductions, Summaries, Etc. (A Chart)

Brandon Is Preparing A Short Informational Report For His Boss And Wants To Begin His Research By Conducting Informal Research. What Should He Consider Doing?

Brandon Should Consider Doing All Of These.

Brianna Would Like To Become More Culturally Competent. ; What Should She

Brianna Should Practice All These Tips To Improve Her Intercultural Effectiveness.

Explain How Writing Business Messages Differs From Writing Academic Compositions And Term Papers. (Obj. 1)

Business Writing Is Purposeful, Economical, And Reader Oriented. Conciseness Is Important. The Goal Is To Express Rather Than Impress. (Textbook, P. 92)

Leaders (A) Tell Employees What To Do And Expect Them To Do It, (B) Make All Decisions In The Organization, (C) Earn The Respect And Cooperation Of Employees, (D) Depend On Rewards And Punishments To Influence Employees To Do Their Jobs

(C) Earn The Respect And Cooperation Of Employees

Star Method

(Situation-Tasks-Actions-Results) ; Situation: Where You Created A Positive Outcome; Tasks: You Were Assigned As Part Of A Process ; Actions: You Took That Led To Outcome; Results: That Occured

types of responses (stmts)

* concern --express concern to all affected by crisis * corrective actions --describe specific steps org is taking to correct problem & minimize damage * instructions --tell stakeholdrs what to do to protect themselves & stay informed & updated * attack accuser --where relevant, attack credibility of accusing individual or groups * denial --deny that there is a crisis or that org has any responsibility * excuse --minimize org's responsibility by denying intent to harm or pointing out inability to control events * justification --minimize perceived damange of crisis * reminder --enumerate past good work of the org * ingratiation --priase stakeholders for their actions in dealing w/crisis * compensation --offer money or gift to victims * apology --take full responsibility for crisis & ask for forgiveness

guidelines for bad-news mssgs

* deliver bad news in a timely manner * chose the right mix of channels * sympathize w/the bad news recepients & soften the blow * provide a simple, clear rationale *focus on solutions & long-term benefits * show goodwill

style for delivering negative peformance appraisal

* give clear & targeted feedback * focus on action & results, not attitudes & intentions * establish measurable & realistic expectations

In The Business World, Caring Can Be Demonstrated By

Considering The Needs Of Customers And Employees.

Ease Of Procesing

Convey Complicated Info As Quickly As Possible; -- If Readers Can'T Process Info Rapidly, Will Lose Interest; -- This Is A Balancing Act W/Info Sufficiency; -- By Selecting Only The Necessary Info & Placing Labels & Data At Appropriate Places, You Enable Reader To Process Info Quickly & Efficiently; -- Ideally, Reader Should Grasp Key Ideas W/In 10-15 Secs

Principles For Developing Slides

Create A Storyboard With Your Powerpoint Slide Titles, Design Your Slides For Ease Of Processing, Limit The Amount Of Information On Any Given Slide, Use Font Sizes That All Audience Members Can Read Easily, Focus On And Highlight Key Information, Use Plenty Of White Space, Use High-Contrast Backgrounds And Colors, Use Compelling Images, Charts, And Figures, And Get Professional Design Help When Possible.

Message Framework

Creates A Front Loaded, Direct, Complete And Detailed-Oriented Message.

Select The Most Accurate Statement About Culture.

Cultural Rules Of Behavior Learned From Your Family And Society Are Conditioned From Early Childhood.

Confirmation Memo Or E-Mail: Did I Hear This Correctly? (Obj. 6)

Date: Current ; To: Jayne Moneysmith ; From: Your Name ; Subject: Confirming Your Remarks About E-Mail Harassment ; I Enjoyed Our Luncheon On Thursday, March 19. Among Other Things, Jayne, We Discussed E-Mail Harassment. Because I Would Like To Share Your Comments At Our Next Management Council Meeting, I Want To Be Sure That I Heard You Correctly. Are The Following Statements Accurate? ; • E-Mail Messages Can Constitute Actionable Sexual Harassment If They Are Severe And Adversely Affect The Receiver'S Work Environment. ; • Even Deleted E-Mails Leave A "Meta Data" Trail Revealing Attachments, Dates And Times Of Edits And Transmissions, File Size, Conversation Threads, And Document File Paths. ; • "At Will" Employees Can Be Legally Terminated If They Circulate Inappropriate And/Or Pornographic Materials On Company Computers. ; These Are Important Points That I Want To Be Sure I Have Understood Correctly. If I Have Represented Your Remarks Accurately, Please Reply Briefly Before March 25 So That I Have An Official Record Of Our Conversation.

Suzanne Has Just Received An E-Mail Message From A Client And Is Reading It Carefully To Determine Her Client'S Needs. She Is Involved In The ____ Part Of The Communication Process.

Decoding

Michelle Is Preparing An Outline To Help Her Write A Report About Her Recent Attendance At A Technology Symposium. What Advice Would You Give Her?

Define The Main Topic In The Outline Title

Which Of The Following Components Of Setting Expectations Translates To Setting Tasks For Employees?

Describing Responsibilities; (Three Components Are Central In Setting Expectations For Those You Manage: Describing Responsibilities, Providing Deadlines, And Discussing Coordination. Describing Responsibilities Means Designating Tasks And Work Outcomes To Certain Employees.)

Expert Business Writers

Devote More Time To Planning And Reviewing And Proportionately Less Time To Drafting.; Carefully Think About How The Message Will Influence And Affect Others.

What Are The Differences Between Direct And Indirect Reader Benefits? Give An Original Example Of Each (Other Than Those Described). (Obj. 3)

Direct Benefits Help The Receiver Specifically—For Example, Providing A Mug, Pencil, Or Pen With The Receiver'S Name On It. Indirect Benefits Come From Feeling Good That Others Will Benefit—For Example, A Company Contributes Books To A Local Library Or Donates Canned Goods To The Local Homeless Shelter. (Textbook, P. 222)

When You Expect The Reader To Be Pleased, Mildly Interested, Or Neutral The Most Effective Organizational Pattern Is The

Direct Pattern

What Sequence Should A Direct Recommendation/Justification Report Follow? (Obj. 5)

Direct Recommendation/Justification Reports Should Identify The Problem; Announce The Recommendation(S); Explain Benefits; Discuss Pros, Cons, And Costs; And Conclude With A Summary Specifying The Recommendations And Action To Be Taken. (Textbook, P. 325)

Primary Distinction Between Messages That Provide Directions And Setting Expectations

Directions Typically Include Specific -Often Step-By-Step- Guidelines For Accomplishing Particular Tasks

Components Of Directions

Directions Typically Include Specific Step-By-Step Guidelines For Accomplishing Particular Tasks. Insufficient Detail Can Frustrate Your Reader. ; 1) State Goal; 2) Give Step-By-Step Directions; 3) State Goodwill

_____ Is A Process By Which Professionals Accept Critique Of Their Ideas Without Taking It Personally And Becoming Defensive.

Disassociation

Which Of The Following Techniques Is Most Likely To Make Business Messages More Positive?

Displaying A Confident Attitude; In Order To Make Business Messages More Positive, You Should Focus On Actions You Can Accomplish And Demonstrate A Realistic Optimism.

List Five Questions You Should Ask Yourself Before Writing An E-Mail Or Memo. (Obj. 1)

Do I Really Need To Write This E-Mail Or Memo? ; • Should I Send An E-Mail Or A Hard-Copy Memo? ; • Why Am I Writing? ; • How Will The Reader React? ; • How Can I Save My Reader'S Time? ; (Textbook, P. 157)

What Is Documentation, And Why Is It Necessary In Reports? (Obj. 6)

Documentation Means Revealing And Crediting Sources Of Information. Careful Documentation •Strengthens The Argument Of The Report ; • Protects The Report Writer ; • Instructs The Reader So That He Or She May Undertake Additional Investigation. ; Including Direct Quotes Is Acceptable When Such Quotations Strengthen The Point Being Made. But Writers Must Credit The Original Source. ; (Textbook, P. 295)

Why Are Lawyers And Technology Experts Warning Companies To Store, Organize, And Manage Computer Data, Including E-Mail, With Sharper Diligence? (Obj. 3)

Doing So Will Avoid Lawsuits, Costly Litigation, And Unproductive Labour. Computerized Information Has Increasingly Become Critical In All Types Of Lawsuits. E-Mail Messages Can Be Used In Court. Companies Are Finding That Even When Messages Are Deleted, They Can Be Recovered By Experts And Used By Opposing Lawyers In Lawsuits. Although The Files Of Most Companies Do Not Contain Dangerous Information, Just The Fact That The Companies Have To Produce Old Records Is Laborious And Expensive. Moreover, Companies Are Learning That Casual Language Can Lead To Misinterpretations. If Casually Worded, Potentially Damaging Messages Are Retrieved For Lawsuits, The Company Could Suffer Severe Consequences.

Shondra Is Starting A New Administrative Position And Knows That She'Ll Be Writing A Lot Of E-Mail Messages. What Is The Best Advice You Can Give Her?

Don'T Put Anything In An E-Mail Message That You Wouldn'T Post On Your Office Door.

Name At Least Five Rules Of E-Mail Etiquette That Show Respect For Others. (Obj. 3)

Don'T Send Blanket Copies Or Spam. ; • Avoid Writing Entire Messages In All Caps. ; • Use Identifying Labels Such As Action, Fyi, Re, And Urgent. ; • Don'T Send Personal Messages On Company Computers. ; • Avoid Forwarding Without Permission.; (Textbook, P. 165)

Informal Report Readers

Don'T Usually Have To Be Persuaded ; Usually Neutral & Receptive

Audience Analysis

Effective Business Communications Think About The Needs, Priorities And Values Of Their Audience Members; They Envision How Their Readers Will Respond When Getting The Message- In Thought, Feeling, And Action

Zachary Works With Employees From A Variety Of Cultural Backgrounds And Wants To Be Tolerant Of Their Beliefs. Zachary Should

Empathy.

For Persuasive Messages, The Best Approach Is To

Emphasize How Your Audience Will Benefit

Antonio Has Been Appointed The Facilitator Of His Team. His Main Job Is To

Ensure That Each Agenda Item Is Properly Discussed.

Fair Test

Ensure That The Message Contains All Needed Information And That Is Is Entirely Correct

_____ Refers To Conventional Standards Of Right And Wrong That Prescribe What People Should Do.

Ethics

_____ Is The Belief That Your Own Culture Is Superior To All Others.

Ethnocentrism; The Opposite Of A Learner Mind-Set When Working With Other Cultures Is The Judger Mind-Set. In Cross-Cultural Working Relationships, The Judger Mind-Set Is Often Referred To As Ethnocentrism. It Is The Belief That Your Own Culture Is Superior.

Components Of Sympathy Messages

Expressing Condolences, Concern, Support, Can Help Colleagues Cope With Personal Grief And Pain. Must Be Sincere. ; 1) Express Sympathy; 2) Offer Support; 3) State Goodwill

Trust-Building Behaviors Include:

Extending Trust; Sharing Information; Telling It Straight ; Providing Opportunities; Admitting Mistakes; Setting A Good Example By Following Rules

Physical Noise

External Noise That Makes A Message Difficult To Hear Or Otherwise Receive

Because E-Mail Is An Informal Communication Tool, It'S Not Necessary To Check Your Messages For Correct Spelling, Grammar, And Punctuation.

F

Business Communicators Generally Spend The Most Time On The Prewriting Phase Of The 3-X-3 Writing Process

F

Consensus Is A Method Of Group Decision Making Where Group Members Bargain And Negotiate To Reach A Middle Ground.

F

Expressions Such As Due To The Fact That And In The Near Future Can Help Your Business Documents Sound More Professional.

F

In Low Power Distance Countries, Subordinates Expect Formal Hierarchies And Embrace Relatively Authoritarian, Paternalistic Power Relationships.

F

Members Of High-Context Cultures Are More Likely To Be Logical, Analytical, And Action Oriented.

F

Most Experts Who Have Had A Lot Of Practice Can Prepare A Perfect Document On The First Try.

F

Only Workers At The Highest Levels Of Management Skills Are Expected To Think Creatively And Critically.

F

Our Company Will Be Holding An Employee Retreat Early Next Year Is An Example Of Putting The Most Important Information In The Beginning Of A Message To A Hotel Requesting Information About Accommodations.

F

Since Our Restaurant Opened Last Week, We Have Been Booked Solid Is An Example Of A Compound Sentence.

F

Thank You In Advance For Your Cooperation Is An Effective And Professional Way To Show Appreciation In A Request Letter.

F

The Direct Organizational Pattern Should Be Used When Writing To An Audience That Will Be Unwilling, Uninterested, Displeased, Disappointed, Or Hostile.

F

The Only Factor That Matters When Choosing A Channel To Send A Business Message Is The Cost Involved.

F

Fair Approach

F: Facts; A: Access; I:Impacts; R:Respect; The Fair Test Helps You Examine How Well You Have Provided The Facts; How Well You Have Granted Access To Your Motives, Reasoning, And Information; How Well You Have Examined Impacts On Stakeholders; And How Well You Show Respect.

When You Are Engaged In The Planning Process Of A Report, What Is The Advantage Of Factoring (The Process Of Breaking Problems Into Subproblems)? (Obj. 2)

Factoring Enables A Writer To Identify Key Issues To Address And Begin To Outline An Organizational Structure. This Process Helps The Writer Ensure That The Issues Are Relevant And Address The Concerns Outlined In The Audience Analysis. More Importantly, It Lays The Groundwork For The Work Plan.

In The Context Of The Reviewing Process, The "F" In The Fair Test Stands For _____.

Facts

Cultural Dimensions

Fairly Permanent And Enduring Sets Of Related Norms And Values And Are Classified As (1) Individualism And Collectivism, (2) Egalitarianism And Hierarchy, (3) Assertiveness, (4) Performance Orientation, (5) Future Orientation, (6) Humane Orientation, (7) Uncertainty Avoidance, And (8) Gender Egalitarianism. By Understanding These Eight Dimensions, You Can Get A Good Sense Of The Underlying Motivations And Goals That Impact Acceptable Behaviors Within A Culture.

Active Voice, The Doer-Action-Object Allows For

Faster Processing Because Most People'S Natural Thinking Occurs In This Way.; Emphasizes The Business Orientation Of Action, And Specifies The Doer.

Jay Includes The Sentence "Let Me Know Whether I Can Answer Any Questions" At The End Of His E-Mail Message As A Way To Encourage

Feedback.

Coordination Meetings

Focus On Discussing Roles, Goals, And Accountabilities

Solution Oriented Questions

Focus On How To Overcome Business Problems

Solution-Oriented Questions

Focus On How To Overcome Business Problems.

Distinguishing Between Conclusions And Recommendations (Obj. 2)

For Each Statement Below Indicate Whether It Could Be Classified As A Conclusion Or Recommendation. ; A.Red Light Violations Are Dangerous Offences. Conclusion ; B.Red Light Cameras Are An Effective Traffic Safety Tool. Conclusion ; C.Local Governments Should Be Allowed To Implement Red Light Camera Programs. Recommendation ; D.Although Red Light Camera Programs Are Expensive, They Prevent Crashes And Are, Therefore, Worthwhile. Conclusion ; E.The City Of Centreville Should Not Implement A Red Light Program Because Of The Program'S Cost. Recommendation ; F.Red Light Programs Are Not Necessarily Profitable For Local Governments. Conclusion

The Main Task Completing A Business Message Consists Of All Except

Forecasting

Stages Of Development In High- Performance Teams

Forming; Storming; Norming; Performing

List Four Goals A Writer Seeks To Achieve In Writing Messages That Deny Credit To Prospective Customers. (Obj. 4)

Four Goals Are To ; •Avoid Language That Causes Hard Feelings ; • Retain The Customer On A Cash Basis ; • Prepare For Possible Future Credit Without Raising False Expectations ; • Avoid Providing Information That Could Cause A Lawsuit. ; (Textbook, P. 257)

Announcements

Gain Attention, Give Announcements, Provide Details, Call To Action, And State Goodwill. Announcements, Especially For Events, Should Be Designed To Let Readers Gather All Relevant Information In 10 To 15 Seconds.

Components Of Internal Persuasive Message

Gain Attention, Raise Need, Deliver A Solution, Provide A Rationale, Validate The Views, Preferences, And Concerns Of Others, Give Counter Points, And Call To Action.

What Actions Are Tactful, Professional, And Safe When A Subordinate Must Personally Deliver Upsetting News To A Superior? (Obj. 5)

Gather All The Information, Prepare And Rehearse, Explain What Happened And How It Will Be Fixed; Consider Taking A Partner, Consider Timing, And Be Patient With The Reaction. (Textbook, P. 259)

Use White Space

Generously; Documents With Too Much Text And Not Enough White Look Daunting Or Cluttered

Appreciation

Give Thanks, Provide Rationale, And State Goodwill. A Sincere Expression Of Thanks Helps Achieve Business Goals And Strengths Work Relationships.

The First Thing You Should Do On A Business Call Is To

Greet The Other Person Warmly By Name.

How Can A Grid Help Classify Material? (Obj. 1)

Grids Help Researchers Analyze Complex Verbal Data. Data Are Arranged Systematically In Rows And Columns So That Comparisons Can Be Made. (Textbook, P. 309)

Access

Have You Granted Enough Access To Message Recipients About Decision Making And Information? Have You Granted Enough Access To The Message Recipients To Provide Input? Are You Open About Your Motives, Or Do You Have A Hidden Agenda?

People Who Speak Out Constructively About Differences Of Opinion Are Most Likely To Have

High Relationship Management Skills.

A Spell Checker

Highlights Words It Doesn'T Recognize

The Fair Test Helps You Examine:

How Well You Provide The Facts; How Well Yo Have Granted Access To Your Motive; How Well You Gave Examined Impacts; How Well You Have Shown Resprect

Refers To How Well People Get Along With Each Other When Working Together

Human Relations

Used in all persuasive messages sparingly and overuse implies self-centeredness.

I-voice

Idea Development

Identify And Gather Relevant, Accurate And Up To Date Information

What Factors Would Help You Decide Whether To Write A Memo, Send An E-Mail, Make A Telephone Call, Leave A Voice-Mail Message, Or Deliver A Message In Person? (Objs. 1 And 2)

If An Individual Needs An Answer Immediately Regarding Something Important Or Confidential, Delivering The Message In Person Might Be The Best Choice—Especially If A Written Record Is Unnecessary. Bad News And Sensitive Information Should Be Presented In Person, If At All Possible. Solving Serious Problems Should Also Be Addressed In Face-To-Face Meetings. Routine Information Can Be Transmitted By E-Mail, Hard-Copy Memo, Or Voice Mail. If The Receiver Is Difficult To Reach By Telephone, Voice Mail Is A Good Choice. If The Message Is Long And Involved, Writing A Hard-Copy Memo Is Probably Best. If A Matter Is Casual, A Telephone Call Might Suffice. If A Problem May Exist Later Because Something Was Not Put In Writing, Then Be Sure To Write A Memo And, If Necessary, Hand-Carry It In A Sealed Envelope To The Addressee.

actions

In delivering negative performance reviews, a focus on the ____ of an employee is least likely to provoke defensiveness or a counterproductive response.

Is Information Obtained On The Web As Reliable As Information Obtained From Journals, Newspapers, And Magazines? (Obj. 3)

Information Obtained From Professional Journals And Reputable Newspapers And Magazines Has Generally Been Authenticated, Edited, And Reviewed. Professional Journals Are Also "Refereed," Which Means That The Articles Have Undergone Stiff Peer Review. Therefore, The Information Obtained From These Sources Is Generally Considered To Be Valid, Objective, And Credible. However, Information From The Web Is Questionable. Anyone Can Publish On The Web, And The "Information" May Be Propaganda Or Advertising Or Worse. It'S Wise To Scrutinize All Web Data Carefully.

The Three Basic Functions Of Business Communication Are

Informing, Persuading, And Promoting Goodwill.

What Is Sight-Reading?

Intelligent Observation Of Nonverbal Communication

Shared Story

Involves Combining Your And Other'S Experiences, Perspectives, And Goals Into A Shared Approach To Work.

Discussing Coordination

Involves Providing Guidelines For How Employees Should Communicate And Cooperate With One Another

Developing Research Objectives

Involves Stating Research Objective In Specific, Targeted, & Achievable Stms

Prep Method

Involves Stating Your Position, Providing The Reasons, Giving An Example Or Providing Evidence, And Then Restating Your Position.

Future Orientation

Involves The Degree To Which Cultures Are Willing To Sacrifice Current Wants To Achieve Future Needs. Many Organizations Create Long-Term Strategies And Business Plans.

Richness

Involves Two Considerations: The Level Of Immediacy And The Number Of Cues Available.

Performance Orientation

Is The Extent To Which A Community Encourages And Rewards Innovation, High Standards, And Performance Improvement. Of All Cultural Dimensions, Societies Cherish This One The Most, Especially In Business.

Which Of The Following Is True Of An E-Interruption?

It Distracts Workers From Immediate Tasks And Decreases Productivity.

Which Of The Following Is An Advantage Of Having A Team Blog?

It Is A Place To Post Team Updates, Progress Reports, Discussions, Timelines, Goals, And Announcements.

What Is The Primary Advantage Of Using Word Processing Software To Compose Important Email Messages?

It Is Better At Reviewing Text For Typos And Grammatical Problems Than Email Systems

What Is The Primary Advantage Of Using Word Processing Software To Compose Important Email Messages?

It Is Better At Reviewing Text For Typos And Grammatical Problems Than Email Systems.; Carefully Review Your Message For Typos, Spelling, Punctuation, Or Grammatical Problems Before Sending It. For Important Messages, Consider First Composing Your Message With Word Processing Software. This Will Help You Apply A Higher Level Of Seriousness. In Addition, You'Ll Be Able To Use Spell-Check And Grammar-Check Features That Are More Reliable Than Those Within Email Systems.

Would You Agree Or Disagree With The Following Statement By Writing Expert William Zinsser? "Plain Talk Will Not Be Easily Achieved In Corporate North America. Too Much Vanity Is On The Line." (Objs. 1 And 2)

It Is Unfortunate That Few Executives Have Taken Specialty Writing Courses Such As Business Communications. Some Of Them Believe They Are Much More Impressive When They Use Big Words, Long Sentences, And Convoluted Reasoning. Because Their Egos Affect Their Oral And Written Communication, Even Simple Ideas Sound Difficult. Zinsser Says, "Executives At Every Level Are Prisoners Of The Notion That A Simple Style Reflects A Simple Mind. Actually A Simple Style Is The Result Of Hard Work And Hard Thinking; A Muddy Style Reflects A Muddy Thinker Or A Person Too Lazy To Organize His Or Her Thoughts" (From William Zinsser'S On Writing Well, 7Th Edition, Published In 2006 By Harpercollins).

Steve, The Ceo Of A Chocolate Manufacturing Company Called Sweet Splash, Intends To Expand His Business To Asia. To Facilitate This Expansion, He Decides To Transfer One Of His More Experienced Managers To The Targeted Country. He Wishes To Pick A Manager Who Displays High Cultural Intelligence. Which Of The Following Managers Fulfills This Requirement?

Jordan, Who Works Well With People From Different Backgrounds

Critical Listening Requires

Judging And Evaluating What You Are Hearing.

Traditionally, A Blog Contains Entries By:

Just One Or A Few Individuals.

Which Of The Following Is Not A Technique For Helping Desserts Who Skim Your Document

Keeping All Sentences The Same Length

The Writing Process For Routine Messages:; Key Planning Steps

Key Planning Steps:; -Audience Analysis; -Idea Development; -Message Framework

Which Of The Following Words Are The Most Abstract

Love, Beauty, Innocence

Which Of The Following Reputations Is A Result Of Sending The Meta Message, "You Can Always Count On Me"?

Loyal And Committed

While Writing A Routine Message, During The Drafting Stage You Should:

Make Your Message Easy To Read.; (While Writing A Routine Message, During The Drafting Stage You Should Make Your Message Easy To Read.)

What Are Some Of The Underlying Motivations That Prompt Individuals To Agree To Requests That Do Not Directly Benefit Themselves Or Their Organizations? (Objs. 2-4)

Many People And Organizations Agree To Requests To Donate Money, Time, Equipment, And Expertise Because They Are Interested In A Project Or Because They See Indirect Benefits. For Example, Many Computer Companies Donate Equipment To Schools, Hoping That Young Users Will Become Fans Of Their Equipment And Think Well Of Them. Some Requests Are Granted Because Of Feelings Of Ego, Guilt, And Duty. And Many Companies Genuinely Want To Give Something Back To Their Communities.

When Reports Have Multiple Recommendations, How Should They Be Presented? (Obj. 2)

Multiple Recommendations Should Be Enumerated And Written In Parallel Form With Imperative (Command) Sentences, Each Beginning With A Verb. (Textbook, P. 311)

Semantic Noise

Occurs When Communicators Apply Different Meanings To The Same Words Or Phrases

Semantic Noise

Occurs When Communicators Apply Different Meanings To The Same Words Or Phrases.

What'S Wrong With Using Words Like Commence, Mandate, And Interrogate? (Obj. 5)

Often, More Familiar Words—Such As Begin, Require, And Ask—Say The Same Thing. You Also Run The Risk That Your Reader Will Not Understand What These Words Mean. (Textbook, Pp. 102-103)

Applying Correct Punctuation

Omit End Punctuation In First And Second Level Headings ; End Punctuation Is Required For 3Rd Level Headings

In Business Communication, How Many Ideas Or Topics Does A Paragraph Usually Address?

One

Validating

Others Means That You Recognize Their Perspectives And Feelings As Credible Or Legitimate

Judger Mind-Set

People Have Their Minds Made Up Before Listening Carefully To Others' Ideas, Perspective, And Experiences

When Does Persuasion Become Unethical? (Obj. 2)

Persuasion Becomes Unethical When Facts Are Distorted, Overlooked, Or Manipulated With The Intent To Deceive. Being Unethical Is Not Limited To Lying; It Can Also Mean Including Only Data That Support Your Assertions. (Textbook, P. 221)

When Would Persuasion Be Necessary In Messages Moving Downward In Organizations? (Obj. 3)

Persuasion Might Be Necessary When Asking Employees To Work In A Capacity Outside Their Work Roles Or When Asking Them To Accept Disagreeable Changes. (Textbook, Pp. 222-224)

Why Are Persuasive Messages Usually Longer Than Direct Messages? (Objs. 1-4)

Persuasion Takes Longer Because The Writer Must Include Explanations And Benefits As Well As Obtain The Necessary Action. (Textbook, P. 225)

How Are Requests For Action And Sales Letters Similar And How Are They Different? (Objs. 3 And 4)

Persuasive Requests For Action And Sales Letters Are Similar In That Writers Should Use The Indirect Pattern When Writing Them. Both Types Of Letters Should Gain Attention In The Opening, Build Interest And Reduce Resistance In The Body, And Motivate Action In The Closing. ; However, The Contents Used By The Writer When Applying The Pattern Would Be Quite Different. If The Writer Were Requesting That A Company Change Its Method For Calculating Bonuses For Sales Representatives, He Or She Might Focus On The Current Problem. Plenty Of Facts Would Be Needed To Support The Case. To Reduce Resistance, The Writer Must Anticipate And Counter Possible Objections. The Closing Would Include A Specific Action For The Reader To Take. ; Sales Letters Follow The Same General Plan But Focus On The Product Or Service Being Sold. They Might Include Rational Or Emotional Appeals, Testimonials, Guarantees, Gifts, And Deadlines For Action.

The Three Primary Steps Involved In Preparing A Business Message Are

Planning, Writing, Completing

Openers For E-Mail Messages And Memos (Objs. 1-3)

Please Send Me A Copy Of Your Organization'S Written Internet Policy, Which You Mentioned At Our Last Committee Meeting.; B.At Your Request, Here Are Six Suggestions For School Boards To Consider In Regard To Current And Future Sale Of Soft Drinks In School Vending Machines.; C.Yes, You Can Attend The Web Site Design Seminar Sponsored By Presentation Planners On February 25 And 26.; D.Because Of Complaints Made By Document Specialists Regarding The Inability To Adjust Chair Height, New Chairs Have Been Ordered And They Should Arrive In Three Weeks.

Story-Line Approach To Presentations

Plot: A Business Situation That Involves Challenges Or Tensions To Overcome And A Clear Beginning And End.; Setting: The Time, Place, Characters, And Context Of The Business Situation.; Resolution: A Solution To The Challenges Or Tensions.; Moral Or Lesson: A Point To The Story.; Connect Facts With People And Their Business Goals.

Chapter 5

Practice

Chapter 6

Practice

Chapter 7

Practice

Percision-Oriented Style

Precision In Thinking As Reflected In Style ; -- The Most Basic & Critical Component Of Any Report?; * Offers Accurate, Well Documented Facts; * Good Reasoning For Conclusions; * A Solid Basis For Recommendations; * Must Be A Well-Stated Business Prob Or Challange; -- A Report That Facilitates Effective Decision Making Must Demonstrate Excellence In Thinking

Active Voice Is The

Preferred Writing Style For Most Business Writing

Coordination Meetings

Primarily Focus On Discussing Roles, Goals, And Accountabilities.

How Do Primary Data Differ From Secondary Data? Give An Original Example Of Each. (Obj. 3)

Primary Data Are Generated From First-Hand Experience, Observation, And Experimentation. Secondary Data Come From Reading What Others Have Experienced And Observed. Collecting Data For A Report On Selling Techniques By Watching Exceptional Sales People Results In Primary Data. Reading About Sales Techniques Produces Secondary Data. (Textbook, P. 284)

Developing Ideas W/Secondary Research

Primary Research Take A Lot Of Time & Money; -- Even W/Sufficient Resources, Your Org May Lack Access To Certain Types Of Data; Secondary Research; -- Generally Far Less-Expensive; -- 1 Advantage - Nearly All Has Been Done By Someone Else

Justifying The Request Shows Your

Professionalism And Attention To Detail.; Rationale For A Request

Why Should You Profile Your Audience Before Composing A Message? (Obj. 4)

Profiling The Audience Before Composing A Message Ensures A Message That Will Appeal To Its Reader. Thinking About The Receiver Forces The Writer To Consider Ways To Adapt The Message To The Receiver'S Views, Background, Culture, Education, And Needs. By Having A Picture Of The Receiver In Mind, The Writer Is More Likely To Produce A Message That Will Be Effective And Achieve The Outcome Desired. (Textbook, Pp. 97-98)

Which Of The Following Guidelines Should People Who Maintain Professional Blogs Follow In Order To Be Responsive To Their Readers?

Read The Comments To Learn Reader Concerns.

Validating

Recognizing Other Perspectives And Feelings As Credible Or Legitimate

Which Of The Following Is Typically Included In The Reviewing Stage Of Writing An Effective Business Message?

Removing Distractions From The Message; In Order To Create An Effective Business Message, During The Reviewing Stage You Should Ensure That The Communication Is Fair, Consider Whether Your Message Is Effective, And Remove Any Distractions.

Sarah Wants To Become A Better Listener In The Workplace. ; Which Of The Following Is The Best Technique To Improve Her Listening Skills?

Rephrase And Summarize The Speaker'S Message In Her Own Words.

Cover Page

Reports; --10+ Pgs; Formal Reports; -- Always Include ; -- Esp. Those Submitted To External Decision Makers ; I.E. Loan Officers, Venture Capitalists, Stockholders; Minimum Include:; -- A Title; -- Names Of Those Who Wrote &/Or Submitting Report; -- Date; Formal Reports:; -- Co.S Often Rely On Internal Or External Graphic Designers, Pr Professionals, & Other Doc. Design Specialists To Create A Visually Applealing Doc; * Cover Page Generally Most Emphasized Aspect Of This Doc. Design

Making Requests

Requests Are The Essence Of People Coordinating Work Efforts, Buying And Selling Products And Services, And Maintaining Work Relationships

Proofread

Reread Your Entire Document To Make Sure It Is Influential And Accurate.; Consider Rereading Each Sentence Several Times, Each Time With A Different Focus.

Hardest Part Of Writing Trip, Convention, And Conference Reports

Selecting The Most Relevant Material And Organizing It Coherently

An Awareness Of Your Attitudes And Opinions, Your Leadership Style, Your Decision Making Style, And Your Relationship With Other People

Self Understanding

Domains Of Emotional Intelligence

Self-Awareness; Self-Management; Empathy; Relationship Management

_____ Skills Include Competencies Such As Listening, Nonverbal Behavior, And Business Etiquette.

Soft

Which Of The Following Statements About Intercultural Ethics Is Most Accurate?

Some Companies Require Their Employees To Take Ethics Training Programs.

"Origin Of The Report"

Some Leave This Out - Telling The Audience Who Wrote The Report, When It Was Submitted, Who Authorized It, Etc.

As The Level Of Information And Analysis Grows Deeper,

Some Paragraphs Will Be Longer

Reply Email Chains Become Especially Confusing When

Some Recipients Reply Only To The Sender And Others Reply To Everyone.

Reply Email Chains Become Especially Confusing When

Some Recipients Reply Only To The Sender And Others Reply To Everyone.; In An Email Conversation Of More Than Four Or Five People, Various Message Recipients Can Lose Track Of The Sequence Of Messages Or Miss Some Messages Altogether. Reply Email Chains Become Especially Confusing When Some Colleagues Are Using Just The Reply Feature Whereas Others Are Using The Reply To All Feature.

Which of the following is one of the best ways of to relax immediately before your presentation?

Speaking with audience members

The Best Business Writers Do What In The Opening Paragraph Of A Routine Request Message?

State Immediately Why They Are Writing

At The U.S. Division Of Bluebell Inc. The Productivity Of The Employees Is Going Down. Kinsey, The Branch Manager Conducts Thorough Research And Learns That Most Of The Employees Were Involved In Social Loafing. If He Wants To Use The Deductive Approach, How Should Kinsey Structure His Report To Senior Management?

State The Primary Message; Give The Call To Action; Lay Out The Supporting Reasons

The Most Important Part Of An E-Mail Message Is Its ____________________.

Subject Line

A Professional Blog Should Provide Fresh Content Regularly.

T

Good Listening Skills Are Needed For Employees At Every Level.

T

Instant Messages And Text Messages Can Become Evidence In Court Cases And Lawsuits

T

What Is Data Tabulation? Provide An Original Example. Why Is Tabulation Necessary For A Researcher Who Has Collected Large Amounts Of Data? (Obj. 1)

Tabulation Involves Simplifying, Summarizing, And Classifying Data. For Example, The Statistics Canada Census Bureau Must Tabulate The Huge Amounts Of Data It Collects. Tabulation Is Necessary In Order For The Researcher To Draw Valid Conclusions And Make Reasoned Recommendations. (Textbook, P. 308)

Getting People To Believe In Goals Of The Company And Work Well Together To Accomplish Them

Team Building

What Is The Storming Stage Of Team Development?

Team Members Discuss Competing Ideas About How The Team Should Approach Work.

Forming

Team Members Focus On Gaining Acceptance And Avoiding Conflict

Forming Stage

Team Members Focus On Gaining Acceptance And Avoiding Conflict

Forming

Team Members Focus On Gaining Acceptance And Avoiding Conflict.

Storming

Team Members Open Up With Their Competing Ideas About How The Team Should Approach Work

Storming

Team Members Open Up With Their Competing Ideas About How The Team Should Approach Work.

Which Of The Following Statements Most Accurately Describes Diversity In The Workplace?

Teams Made Up Of Diverse Members Are Better Equipped To Create Products That Diverse Consumers Want.

Discuss Five Techniques That You Think Are Most Useful In Enhancing A Web Search. (Obj. 3)

Techniques That Are Useful In Enhancing A Web Search Include The Following: ; •Use Two Or Three Search Tools.; • Know Your Search Tool. ; • Understand Case Sensitivity.; • Use Nouns As Search Words.; • Combine Keywords Into Phrases. ; • Omit Articles And Prepositions.; • Use Wild Cards, Such As Asterisks, To Extend A Search Term.; • Become Familiar With A Search Tool By Reading Help, Faqs, And How-To-Search Sections. ; • Learn Basic Boolean Search Strategies.; • Bookmark The Best Sites. ; • Keep Trying If Your Search Turns Up Nothing. Check Your Spelling. Check The Syntax Of Your Boolean Operators. Try Synonyms And Variations On Keywords.; • Repeat Your Search A Week Later. ; (Textbook, P. 289)

Why Are Your Professors Likely To Discourage Your Use Of Wikipedia, Blogs, And Many Other Sources Found On The Web As Sources In Your Reports. (Obj. 4)

The Biggest Problem With Wikis, Blogs, And Other Team-Generated Content Is That They Usually Don'T Last And, Therefore, Are Not Always Verifiable As Sources. In Contrast To Print Publications And Peer-Reviewed Journals, The Content On The Web Is Often Fleeting. Also, The Quality Of The Contributions Is Inconsistent At Best. In Addition, Relying On Encyclopedias Amounts To Lazy Scholarship And Poor Research Skills. (Textbook, Pp. 289-290)

Which Is Most Likely To Happen In An Egalitarian Culture?

The Company Will Award Stock To Employees So They Can Share In The Ownership.; In Egalitarian Cultures, People Tend To Distribute And Share Power Evenly, Minimize Status Differences, And Minimize Special Privileges And Opportunities For People Just Because They Have Higher Authority. A Company That Wants Employees To Share In Ownership Is A Sign Of Egalitarianism.

Distinguish Between The Direct And Indirect Patterns Of Organization For Typical Business Messages. (Obj. 3)

The Direct Pattern Starts With The Main Idea, Followed By Details, Explanation, And Evidence. The Indirect Pattern Starts With Details And Explanation And Ends With The Main Idea. The Direct Pattern Is Useful For Audiences That You Expect To Be Pleased, Mildly Interested, Or Neutral To Your Message. The Indirect Pattern Is Better For Audiences That You Expect To Be Uninterested, Unwilling, Displeased, Disappointed, Or Hostile Toward Your Message. (Textbook, Pp. 119-121)

What Are Four Major Sources Of Primary Information? (Obj. 5)

The Four Major Sources Of Primary Information Are Surveys, Interviews, Observation, Or Experimentation. (Textbook, P. 291)

Describe The Four Parts Of The Indirect Message Pattern. (Obj. 1)

The Four Parts Of The Indirect Message Pattern Include The Following: ; •The Buffer Is A Neutral Or Positive Opening That Does Not Reveal The Bad News.; • The Reasons Explain The Causes For The Bad News Before Disclosing It.; • The Bad News Is A Clear But Unemphasized Announcement. It May Include An Alternative Or Compromise.; • The Closing Is A Personalized, Forward-Looking, Pleasant Statement. ; (Textbook, P. 246)

Why Is The Indirect Strategy Appropriate For Some Bad-News Messages? (Obj. 1)

The Indirect Strategy Is Appropriate For Messages That May Disappoint, Irritate, Or Anger Receivers. It Tends To Reduce The Pain And Soften The Effects Of Bad News. (Textbook, P. 243)

Describe Three Kinds Of Sentences Used To Develop Ideas In Paragraphs. (Obj. 5)

The Main Sentence Expresses The Primary Idea. Supporting Sentences Illustrate, Explain, Or Strengthen The Primary Idea. Limiting Sentences Express Opposing Or Contrasting Ideas. (Textbook, P. 125)

Serif Typefaces Are Generally Preferable To Sans Serif Faces For

The Main Text Of The Message

Communications Channel

The Medium Through Which A Message Is Transmitted; Emails, Phone Conversations And Face-To-Face Dialogue; Select A Communications Channel That Is Best Able To Meet Your Work Objectives

For Order Letters, What Information Goes In The Opening? In The Body? In The Closing? (Obj. 3)

The Opening Should Include Authorization For Purchase ("Please Send Me"), The Method Of Delivery, And The Catalogue Or Online Source. The Body Should List The Quantity, Item Number, Description, And Price Of Each Item. The Closing Should Express Appreciation, Tell When Items Are Expected, And Identify The Method Of Payment. (Textbook, Pp. 190-191)

Transmittal Message

The Part Of The Report That "Transmits" The Report To The Reader - In A Formal Report It Usually Takes A Letter Form. A Personal Message From The Writer To The Reader

What Are The Two Most Common Formats For Public Relations Messages Placed On A Company Blog?

The Press Release And The Op-Ed Piece

While Examining The Pros And Cons Of Introducing A Stress-Busting Yoga Program For The Employees Of Hillock Inc., Juanita Learns That The Pros Far Outnumber The Cons And Decides To Recommend Implementation Of The Yoga Program. Which Of The Following Statements Is Most Likely To Increase The Positivity Of Her Proposition?

The Yoga Program Would Increase The Efficiency Of The Employees.; In Order To Make Business Messages More Positive, You Should Focus On Actions You Can Accomplish And Demonstrate A Realistic Optimism. Stressing That The Yoga Program Would Increase The Efficiency Of Employees Accomplishes This.

In persuasion what kind of language is the most important?

The language of trust.

Stories

Their Retrospective Versions Of Interpersonal Interactions Of Their Explanations Of Business Successes And Failures

Stories

Their Retrospective Versions Of Interpersonal Interactions Or Their Explanations Of Business Successes And Failures

Problem-Solving Reports

These Reports Help Decision Makers Figure Out What To Do Any Time A Problem Arises Within An Organization (Like If A Piece Of Equipment Breaks Down...)

Which Of The Following Statements Accurately Describes Wikis?

They Decrease Dependency On Single Employees.

Which Of The Following Is Most Likely To Be True About The People Who Exhibit High Self-Management?

They Spend A Higher Percentage Of Work Conversations On Work-Related Topics.

Nonlistening Behaviors

Those Actions That Prematurely Deflect Attention From Speakers Or Prevent Them From Completely Expressing Their Ideas And Feelings

Personal Values

Those Values That Individuals Prioritize And Adhere To

Name Eight Or More Ways To Attract Attention In Opening A Sales Message. (Obj. 4)

To Attract Attention In The Opening Of A Sales Message, Use Any Of The Following: ; •Offer Or Promise ; • Anecdote Or Story ; • Question ; • Quotation Or Proverb ; • Product Feature ; • Testimonial ; • Startling Statement ; • Personalized Action Setting ; • Solution To A Problem ; • Relevant Current Event ; (Textbook, P. 230)

Which Of The Following Should Ideally Be One Of The Goals Of A Business Communicator?

To Express The Message In A Way That Respects Others

List Techniques For Building Interest In A Persuasive Request For A Favour. (Obj. 3)

To Improve The Success Rate Of Your Persuasive Requests, Use Any Of The Following Techniques That Are Appropriate To The Situation: Provide Facts, Statistics, Expert Opinion, Examples, Or Specific Details; Show Direct And Indirect Reader Benefits. (Textbook, Pp. 222-225)

List Six Or More Techniques For Opening A Persuasive Request For A Favour.

To Open A Persuasive Request For A Favour, You Could Use Any Of The Following: ; •Problem Description ; • Unexpected Statement ; • Reader Benefit ; • Compliment ; • Related Fact ; • Stimulating Question ; (Textbook, Pp. 219-220)

Creating Announcements Cont.

To Prevent Employees And Customers From Ignoring Announcements, The Subject Line Must Be Specific And Must Create Interest

Describe Ways To Reduce Resistance In Persuasive Requests. (Obj. 3)

To Reduce Resistance To Persuasive Requests, Play What If? Scenarios, Anticipate And Counter Reader Objections, Establish Your Credibility And That Of Your Request, And Show How Your Proposal Will Be Helpful. (Textbook, P. 222)

Plagiarism

To Steal & Pass (Idea Of Another) As One'S Own & To Commit Literary Theft; Avoid By Documenting All References To Ideas Of Other Including:; 1. Direct Quotations; 2. Paraphrasing; 3. Other Instances In Which You Borrow Or Refernce Ideas Of Others

"Historical Background"

To Tell The Readers How The Problem Developed And What Has Been Done About It. This Should Bring Out The Main Issues

What does "T" stand for in the SOFTEN model of nonverbal communication in presentations?

Tone

The Writing Process Of Routine Message

Tone; Style; Design

Tsd Drafting Process

Tone; Style; Design

Leadership Is The Ability To Influence People And Groups To Cooperatively Achieve Organizational Goals.

True

Managers Who Are Able To Earn The Respect And Cooperation Of Employees Are Known As Leaders.

True

Relationships Are Important For Managers, Because They Are Responsible For Getting Work Done Through Others.

True

Points For Creating Headings

Try To Balance Headings Within Levels ; For Short Reports Use Firth Level Or First And Second Level Headings ; Apply Correct Punctuation ; Keep Headings Short But Clear

Clear Goal Of Messages In The Workplace

Update Your Team Members, Promote A Service To A Client, Give An Assignment, Etc

Improving Ease Of Ready With Natural Style

Use Action Verbs When Possible; Use Action Voice; Use Short And Familiar Words And Phrases; Use Parallel Language; Avoid Buzzwords And Figures Of Speech; Avoid It Is/ There Are

Responding To Inquires

Use Bullets Or Numbered Lists Or A Special Formatting Method To Quickly Identify Responses To Particular Qustions

Which Of The Following Suggestions Should Be Followed To Build A Well-Reasoned Business Position?

Use Strong Analogies.; To Build Well-Reasoned Business Positions, Avoid The Following Types Of Logical Inconsistencies: Unsupported Generalizations, Faulty Cause/Effect Claims, Weak Analogies, Either/Or Logic, Slanting The Facts, And Exaggeration.

A Human Resources Department That Receives A Lot Of Inquiries About Job Openings Would Best Deal With This Repetitive Task By

Using A Carefully Crafted Form Letter

Why Should Writers Plan For Revision? How Can They Do It? (Obj. 4)

Very Few Writers Can Create The Final Version Of A Very Few Writers Can Create The Final Version Of A Message On The First Attempt. Nearly All Documents Need To Be Revised. You Can Plan For Revision By Working On A Word Processor Or By Double-Spacing A Handwritten Draft. Most Important, Though, Is Your Mindset. Recognize That You Will Be Revising And Plan Time For It. (Textbook, P. 122)

Which Of The Following Is Characteristic Of Learner Mind-Sets?

Viewing Differences Of Opinion As Normal

Name Replacements For The Following Gender-Biased Terms: Waitress, Stewardess, Foreman. (Obj. 5)

Waitress = Server; Stewardess = Flight Attendant; Foreman = Lead Worker ; (Textbook, P. 100)

7.1 Document For Analysis: Poorly Written Letter (Objs. 1-5)

Weaknesses ; •Uses Trite Business Phrase (As Per Your Request). ; • Fails To Use Conversational Language (The Undersigned). ; • Transforms Verbs Into Nouns (Improvement Of Security Instead Of Improving Security; Make A Decision Instead Of Decide; Make A Recommendation Instead Of Recommend; Obtain Protection Instead Of Protect). ; • Uses Wordy Phrases (Due To The Fact That, Because Of The Fact That). ; • Suffers From Redundancies (First And Foremost, Last And Final). ; • Fails To Express Conciseness (In All Probability Instead Of Probably; Areas That Are To Be Protected Instead Of Protected Areas; Initiate A Verbal Discussion Instead Of Discuss). ; • Fails To Use Familiar Words (Contemplate Instead Of Think).

Document For Analysis: Confirmation E-Mail (Objs. 1-6)

Weaknesses: ; • Does Not Have A Descriptive, Functional Subject Line.; • Fails To Open Directly With A Statement That This Message Confirms The Previous Day'S Telephone Conversation.; • Does Not Itemize The Main Points In The Body To Make Them Easy To Read. ; • Employs Wordy Expressions And Stream-Of-Consciousness Writing. ; • Does Not Close With An Action Request.

Document For Analysis: Request Memo (Objs. 1-5)

Weaknesses: ; • Fails To Open With The Main Idea (Asking Employees Which Plan They Prefer). ; • Confuses The Reader With Unnecessary Information.; • Emphasizes The Writer'S View Rather Than The Reader'S.; • Forgets To Make It Easy For The Reader To Respond.; • Does Not Provide An End Date.

Document For Analysis: Information E-Mail (Objs. 1-4)

Weaknesses: ; • Fails To Summarize Message In A Functional Subject Line.; • Does Not Immediately Reveal The Purpose Of The Message In The Opening.; • Suffers From Acute Wordiness And Stream-Of-Consciousness Expression.; • Shows No Sign Of Thoughtful Organization.; • Fails To Use Headings Or Listing Techniques For Three Recommendations.; • Introduces Unrelated Topic (Workplace Issues Conference In January).; • Ends With Cliché And Confusion Instead Of Clear Statement Regarding What Is To Be Done.; • Makes It Difficult To Find The End Date

Document For Analysis: Information Request (Obj. 3)

Weaknesses: ; • Fails To Use Appropriate Salutation. The Writer Should Address The Receiver By Name; This May Require Calling The Hotel To Learn The Name Of The Person Who Should Receive This Inquiry. If You Cannot Obtain The Name Of The Receiver, Try Using "Dear Meeting Or Events Manager." Although The Case Does Not Provide A Specific Resort, We Have Used Deerhurst Resort For Illustration. ; • Fails To Open Directly By Identifying The Main Idea. ; • Does Not Group Like Items Together. ; • Does Not List Questions To Improve Readability. ; • Language Is Wordy And Imprecise. ; • Includes Cliché In Closing But Fails To Provide End Date. ; Revision: ; Current Date ; Meeting Manager ; Deerhurst Resort ; 1235 Deerhurst Drive ; Huntsville, On P1H 2E2 ; Dear Meeting Manager: ; Can The Deerhurst Resort Provide Meeting Rooms And Accommodations For About 250 Cynergy Sales Associates From October 23-27? ; We Are Seeking A Hotel That Offers Both Resort And Conference Facilities Appropriate For The Next Sales Meeting Of My Company. Please Answer These Additional Questions: •Does Deerhurst Have A Banquet Room That Can Seat 250? ; • Can You Provide At Least Four Smaller Meeting Rooms, Each To Accommodate A Maximum Of 75? ; • Do You Supply Public Address Systems, Audiovisual Equipment, And Computer Facilities In Each Meeting Room? ; • Do You Provide Transportation To And From Pearson International Airport? ; I Will Be Most Grateful For Answers To These Questions And For Any Other Information You Can Provide About Your Resort Facilities. Please Send Your Response By April 25 So That I Can Meet With Our Planning Committee On May 1. ; Sincerely,

Correspondences That Apply To A Group Of Employees And/Or Customers.

What Are Announcements?

Name Five Specific Items To Check In Proofreading. Be Ready To Discuss Methods You Find Useful In Spotting These Errors. (Obj. 5)

When Proofreading, Check The Following For Possible Errors: ; •Spelling ; • Grammar ; • Names And Numbers ; • Punctuation ; • Format ; (Textbook, P. 144)

"Due to high levels of bureaucracy in Sandman Corp., he chain of messages within the organization gets filtered at each level to leave out the bad news."

Which of the following is the best example of a company experiencing the mum effect?

Which Of The Following Is A Property Of A Social Software System Dashboard?

You Can Customize Your Dashboard To Display Selected Features.

Learner Mind-Set,

You Show Eagerness To Hear Others' Ideas And Perspectives And Listen With An Open Mind.

Parallelism Is Most Important When

You Use Series Or Lists

mingle & follow up

after the presentation: -- a good opportunity to work the room, further connecting with your audience. -- can get additional feedback and discuss future endeavors with your listeners. -- days following the event, can reach out to your audience members. -- Follow up on any promises made about providing additional information. -- If possible, send a quick email note to thank people for attending. ** Set in motion steps that turn a onetime presentation into an ongoing professional relationship

Publicly expressing appreciation for the merits of a presentation is a way of:

being a supportive audience member.

mass sales messages

messages sent to a large group of consumers and intended to market a particular product or service. often in the form of mass emails, online ads, or sales letters, these messages generally have low success rates (ratio of number of purchases to number of message recipients).

central sales theme

most effective sales messages contain a central sales theme. like other messages, sales managers are strongest when they contain a coherent, unified theme that consumers can recognize quickly. however, whereas you colleagues and clients who know you will grant you a window of 30 seconds or so to provide your main point, recipients of mass sales messages may give you only a few seconds. Thus, your sales message should stick to a single, recognizable theme that resonates within seconds

explicit business writing

nothing is implied; statements contain full and unambiguous meaning. you help your readers understand your message and you show respect for their time

teaser mssg

often written signals to recipients that an upcoming conversation or other communcation may involve unpleasant news

economic responsibility

producing products & services that meet the needs of customers & clients

tangible

something that can be touched. making the statement tanglible implies that the readers can discern something in terms that are meaningful to them. allows the reader to sense the impact on a personal level. you often can achieve a tangible feel by combining you-voice with specificity.

main components message structure of PR mssgs

* press release style: 1. headline --immediatly captures stakeholder's attention 2. dateline --when story occured 3. the story --who, shat, when, where, why - should be answered quicky w/in 1st paragraph (widest part - 1st tier of inverted pyramid) --supporting evidence (2nd tier of inverted pyramid) 4. a boilerplate (position stmt) --briefly explains background about co: nature of its bus., its product/services, its customer, & it's unique selling position (what distinguished it from competitors) --typically minor PR mssgs - 100-300 words --major announcement - 500-800 words 5. contact info

how you deliver bad news impacts your credibility

* shows COMPETENCE when generating a foward-looking plain to overcome challanges * shows CARING when you lessen negative impacts on others & focus on their needs * shows CHARACTER when you are completely transparent & honest

approaches to corp. blogs

* spend time learning about blogs * humanize your blogs * facilitate & encourage conversations * provide regular, fresh content * revolve your blog around a consistent theme * introduce your bloggers & establish their credibility * connect your blog to ther social media

Reviewing Your Message

- Conduct A Fair Test ; - Proofread; - Get Feedback

3 Strategies To Achieve Completeness:

1) Providing All Relevant Information; 2) Being Accurate; 3) Being Specific

What Kind Of Things Are Organized By Time

1. Agendas; 2. Minutes Of Meetings; 3. Progress Report; 4. Procedures

Aim Planning Process

1. Analyse Your Audience For Busines Reports; -- What Do Decision Makers Want To Accomplish; -- What Is Their Primary Business Goals, Research Objective, & Expectations; 2. Developing Your Ideas W/Primary Research; 3. Message Structure

6 Steps In Writing Feasibility Report

1. Announce Your Decision Immediately; 2. Provide Background And Problem Necessitating The Proposal ; 3. Discuss Benefits Of Proposal; 4. Describe The Problems That May Result; 5. Calculate Associated Costs; 6. Show The Time Frame For Implementing Proposal

What are the three ways to gain an audience's attention in a persuasive message?

1. Asking a rhetorical question. 2. Issuing a challenge.

applying AIM process for crisis comms

1. Audience analysis 2. Idea development 3. mssg structure

Aim For Average Sentence Length Of

15 Words Or Fewer; For More Analytical And Complex Business Messages, You May Have An Average Sentence Length Of 20 Or Fewer Words.

Experts Say That We Ignore, Forget, Distort, Or Misunderstand

75 Percent Of Everything We Hear.

Jeanette Is Offended When She Notices That Only Masculine Pronouns Are Used In The Company'S Human Resources Manual. This Decoding Problem Is A Result Of

A Semantic Obstacle.

When It Comes To Monitoring Outgoing Email

About 50% Of Us Companies Regularly Do So

Condolence Messages Should

Avoid Phrases Such As "Passing Away" Or "Departing"

Get Feedback

Best Way To Ensure Your Communication Is Effective And Fair Is To Get Feedback From Others; Your Trusted Colleagues Are Giving Your Message A Trial Run - Trying To Simulate How The Intended Message Recipient Will Respond

Components Of Indirect Bad News Message

Ease In With A Buffer, Provide Rationale, Deliver The Bad News, Explain Impacts, Focus On The Future, And Show Goodwill.

Respect

Have You Demonstrated Respect For The Inherent Worth Of Others: Their Aspirations, Thoughts, Feelings, And Well-Being? Have You Show That You Value Others?

Conciseness

Implies Omitting Needless Words So That The Reader Can Rapidly Process Your Main Ideas

Shared Story

Involves Combining Yours And Others' Experiences, Perspectives, And Goals Into A Shared Approach To Work

Which Of The Following Statements About Difficult Conversations Is True?

Managing Difficult Conversations With Success Requires Self-Awareness.

The Most Emphatic Positions In A Message Are The

Opening And Closing.

Consumers Prefer To Deal With Companies That Respect Customers' Values And Diversity.

T

Starting A Sentence With "It Is" Or "There Are" Is

Usually A Sign That The Sentence Could Be Shorter And More Active

Industry Publications

Written To Cater To The Specific Interests Of Members In Particular Industries; * I.E. Periodicals & Reports; * Often Highly Reliable, Relevant, & Expert-Based However; -- Generally Expensive; -- Generally The More Reliable, The More Expensive; -- Many Libraries Carry A Variety Of Expensive Ones That Are Free

A Written Message Is Preferable To An Oral One When

You Need A Permanent, Verifiable Record Of The Message

liking

a principle of influence whereby people are more likely to be persuaded by people the like --i.e. inviting well-know/popular journalists/bloggers to meet w/CEO to gain personal relationships w/executives. --this interaction as results helps to avoid negative intentions to execs./co.

buffer message

a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

The AIM process for persuasive messages involves analyzing your _______ and creating a _______ structure that will effectively reduce resistance.

audience; message

While delivering a negative performance review, one should:

focus on actions and results.

implicit business meassages

the request or some of the rationale for the request may be implies. in other words, sometime the reader needs to read between the lines to grasp the entire meaning. implicit statements politely ask people to do or think differently

3 stages of crisis mgmt

1. pre-crisis preparation 2. crisis responses 3. post-crisis actions

When Creating A List Got A Business Document

Be Sure To Introduce Them Clearly

Eye Contact Has The Same In Meaning In All

F

_____ Help Readers Identify Key Ideas And Navigate The Document To Areas Of Interest.

Headings

Rapport-Building Questiones

Intended To Create Bonds Between People

The Most Formal Type Of Written Communication Is

Letter

Learner Mindset

Show Eagerness To Hear Others' Ideas And Perspectives Fully

Performing

Teams Operate Efficiently Toward Accomplishing Their Goals

An Example Of A Low-Context Culture

The United States.

Messages Should Be Especially Detailed If

You Are Unsure About The Audience'S Level Of Understanding

Leaders That Can See All Sides Of A Problem And Not Make Biased Judgments Or Statements Are Said To Possess (A) Initiative, (B) Courage, (C) Judgment, (D) Objectivity.

(D) Objectivity

What Employee Problem(S) Must Managers Be Prepared To Deal With? (A) An Employee With Serious Financial Difficulties, (B) Conflicts Between Employees, (C) Problems With Customers, (D)All Of The Responses.

(D)All Of The Responses

Which Of The Following Questions Will Best Help Virtual Teams Profit From Diversity By Capturing The Perspectives Of All Team Members?

"What Do You Think About This Idea?"

Since Business Writing Should Have High "Skim Value," Why Not Write Everything In Bulleted Lists? (Objs. 2 And 4)

Although Listing Items In Bulleted Or Enumerated Lists Does Improve Readability, Excessive Use Of Such Lists Prevents The Achievement Of Other Business Writing Goals. Business Writing Must Be Purposeful, Goal Oriented, And Conversational. Achieving A Friendly, Conversational Tone Is Difficult Or Impossible In A Bulleted List. It'S Also Difficult To Be Persuasive Or To Convey A "You" Attitude In Lists. Bulleted Lists Are Valuable To Improve "Skim" Value, But They Are Appropriate Only When Used Occasionally In Presenting Related Ideas. Used Excessively, They Begin To Look Like Laundry Lists And Turn Off Readers.

Importance: Most Important To Least Important

Always Keep In Mind The Reader'S Priorities And Expectations ; Busy Readers Appreciate Seeing Important Things First

Letter Report

Below The Short Report Phase With No Title Page

Most Messages Should Not Be Sent Unless They Will

Bring About A Change

Criteria

Helps Writers To Treat Topics Consistently As Well As Make Comparisons

Used in external persuasive messages to emphasize the reader benefits; assuming you know what is good for someone else.

You-voice

creating PR mssgs

after planning, you will write mssg w/focus in achieving excellence in tone, style, design *Tone -- friendly to ward off stakeholder raprid judgment, skepticism of your motives & interets --use words, phrases, sentences to help achieve transparency & objectivity *Style --primary aim - to make mssg easy to process --short paragraphs & sentences to quickly gather pertinent info *Design --most distributed electronically via multiplatforms - i.e. websites, emails --in print - good aethetic design

Responding to external complaints & handling negatieve rumors

bloggers reporters activists opposing org disgruntled employees dissatisfied customer * perception are more important than reality

Connecting emotionally with audience members and adapting to their needs in presentations show that you are:

caring

social responsibility

companies give back, serve, & meet the social interest of their communities

authority

principle of influence whereby people follow authority figures

know your material & rehearse

rehearsing several times * allows you to become more comfortable with the content, * work out weakly connected areas, and * identify parts that you want to emphasize through tone and nonverbal communication. * allows you to time your presentation so you know if you need to add or remove content. many speakers do not rehearse * you feel that you did well * your heightened adrenaline literally makes you feel better—more energy, more enthusiasm, more acuity—and so you rate your own performance better. * what the audiences sees is disorganization, fumbled examples, and the vagueness that comes from not knowing your material thoroughly

components of indirect bad news mssgs

show concern * ease into w/a buffer * provide a rationale * deliver bad news * explain impacts * focus on future (as appropriate) * show goodwill

controllability

the degree to which the bad news mssg receiver can alter the outcome as controllability decreases likelihood &/or severity increases, richer channels of communications are most approriate ---i.e. laying someone off should be done in person when bad news become more controllable, less likely, &/or less server, less rich channels are more often justified * where possible & appropriate, choose richer communication channels

controllability

the degree to which the bad-news message receiver can alter the outcome

direct business writing

you being with a main idea or argument and then provide the supporting reasons. you help your readers understand your message and you show respect for their time

For Routine Messages Paragraphs Should Be As Short As

20 To 30 Words

In The Past, Managers Had Little Authority Over The Employees In A Business.

False

Management And Leadership Mean The Same Thing.

False

When Revising A Document, You Should

First Read Through It Quickly To Evaluate Overall Effectiveness

Use Action Verbs When Possible

First, Find Nouns That You Can Convert To Action Verbs ; Second, Find Forms Of The Verb To Be (Be Verbs Such As Is, Are, Am) And Convert Them Into Action Verbs

Name Five Common Report Formats. (Obj. 1)

Five Commonly Used Report Formats Are; •Letters ; • Memos ; • Manuscripts ; • Printed Forms ; • Digital Formats. ; (Textbook, P. 278)

maintaining authenticity

a primary goal is to find ways to present your real self to audience speakers often make mistake oftrying to imitate: * other speakers who they believe are more poweful * more skilled, or * follow learned formulas for successful public speaking -- by doing this they are unintentionally disconnecting from one of their greatest assest - their authenticity -- people can sense when we are trying too hard, or faking confidence, or projecting an image that doesn't feel natural -- when people see us appearing inauthentic, it makes them uneasy & we actually appear akward or nervous focus on making a few changes at a time over time to improve ability to speak naturally & genuinely ** always draw on your natural strenghts

authority

a principle of influence whereby people follow authority figures -i.e. sponsoring event featuring prominent figure in expertise field --helps co. establish an appeal to an authority figure

scarcity

a principle of influence whereby people think there is limited availability of something they want or need, so they must act quickly * "weapons of influence" - term weapons implies that they are powerful & can do harm --i.e. the sponsoring of one-time/yearly events allows just a short window of opportunity to participants thus increasing interest --featuring a nationally acclaimed keynote speaker who may not ever be back in town provides scarcity

Tabulation And Interpretation Of Survey Results (Obj. 1)

A. ; Reactions Of North Shore College Students To; Four Proposals About Bookstore Bags; Fall, 2010; N = 560 Students; Agree ; Undecided ; Disagree ; Provide No Bags; Encourage Students To Bring Their Own Bags; 73.9% ; 4.5% ; 21.6% ; Provide No Bags; Offer Cloth Bags At A Reduced Price (About $3); 63.4 ; 3.4 ; 32.9 ; Continue To Provide Plastic Bags; 23.6 ; 3.0 ; 73.4 ; Give A Cloth Bag With Each Major Purchase, The Cost To Be Included In Registration Fees ; 11.3 ; 2.7 ; 86.1

When A Company Has A Public Relations Department, That Department'S Job Is To Influence

Anyone Who Contributes To The Company'S Success Or Failure.

Leading Questions

Are Intended To Guide People To Your Way Of Thinking

In Latin Countries Why May Employees Sometimes Fail To Report Accurately Any Negative Messages To Management? (Obj. 6)

In Latin Countries It'S Considered Disrespectful And Impolite To Report Bad News To Superiors. (Textbook, P. 262)

Which Of The Following Statements About Leadership Is True? (A) Leadership Is Directly Related To The Success Of The Organization. (B) Studies Have Identified Certain Characteristics That Effective Leaders Possess. (C) Good Leadership Requires Excellent Human Relation Skills. (D) All Of The Responses.

(D) All Of The Responses

Aim Process

A: Audience ; I: Idea; M: Message ; Understand The Needs Of The Audience, Generate The Best Ideas To Address A Business Issue, Identify The Primary Message And Key Points.

Use Fact-Based Language

Can Raise Credibility Of Your Report By:; 1. Supplying Facts W/Percision; 2. Providing Supporting Detail For You Conclusion; 3. Carefully Dealing W/Predictions & Cause-Effect Stmts; 4. Responsibly Citing Research Sources

Which of the following types of workplace attire is rare in a business-related setting?

Casual dress

A Paragraph That Focuses On The Reasons For Something Is Developed According To Which Method

Cause And Effect

The Use Of Social Media In Companies

Causes Confusion Over Which Communication Channels To Use.

User 1.0 Is Most Likely To

Depend On Content Creator And Avoid Expressing His Or Her Own Opinion

The U.S. Army Carefully Selected The Words Used In Its Slogan, "Be All You Can Be," While

Encoding The Message.

Fpf Review Process

Fair Test; Proofreading; Feedback

Manuel Has An Active Presence On Twitter. About Half His Tweets Convey Messages Such As "Really Excited About Today'S Training Seminar" And "My Company Just Launched An Awesome Product; Check It Out." How Is Manuel'S Online Presence Likely To Affect His Career?

His Employers Will Be Pleased That He Has So Much Enthusiasm For His Job

In Tense And Emotionally Charged Situations, It Is Important To

Hold Judgment.

Idea Development

Identify And Gather Relevant, Accurate, And Up-To-Date Information

Which Of The Following Is Most Likely To Be True Of Using Lists When Responding To Inquiries?

Identifying Responses To Particular Questions Becomes Easier If A List Is Used.; (The Very Nature Of Working With Others Involves Asking And Responding To Questions. One Of The Most Important Strategies For Responding To Inquiries Is To Set Off Each Question So Your Readers Can Quickly Identify Responses To Particular Questions.)

What Three Activities Should You Perform In Phase 1 Of The Writing Process For A Business Letter? (Obj. 1)

In Phase 1, You Should Determine Your Purpose, Anticipate The Reaction Of Your Audience To This Message, And Visualize The Audience. (Textbook, P. 184)

Retain Goodwill With The Recipient.

In The Case Of A Routine Request, One Of The Primary Goals Of The Message Is To:

Where Should Deadlines And Action Information Be Placed In A Routine Request Message?

In The Closing

Ensuring The Ease Of Reading So Readers Can Find Information In Just Moments.

In The Drafting Stage, The Process Of Designing The Message Focuses On:

"Report Preview"

In Very Long Reports - The Final Part Of The Introduction Should Be A Preview Of The Report Structure - How The Body Of The Report Is Organized

prepares recipients emotionally yet does not reveal specific information

In the context of bad news, a teaser message is a message that:

Claims

Make Claim, Provide Rationale, Call To Action, And State Goodwill. Claims Are Requests For Other Companies To Compensate For Or Correct The Wrongs Of Mistakes The Have Made.

Style

Make Your Message Easy To Read. Use Short Sentences And Paragraphs And Action-Oriented Language.

Provide Specific & Action Recommendations

Many Business Professionals Run Out Of Stem By End Of The Report Or Are Reluctant To Take Firm Position; -- Provide Vague & Sometimes Superficial Recommendations; Recommendations Should Be Suffeciently Detailed & Realistic; **You Can Elaborate On Your Recommendations W/:; -- A Section On Your Rationale; -- The Implications Of Your Recommenations,; -- Clear Steps To Take Toward Implementations

Which Of The Following Formats Is Most Formal

Memo

The Heavy Volume Of Digital Messages Received On A Daily Basis Makes It Necessary For Business Professionals To Perform The Delicate Task Of Balancing The

Need To Respond To Others With Their Own Need To Focus On Work.

Can Any Set Of Data Produce Only One Set Of Conclusions

No

Unambiguous

Only One Choice Is Appropriate

The Sentence There Are Five New Items That We Will Add To Our Menu Next Week Could Be Made More Concise By Eliminating A(N)

Opening Filler.

The Role Of Trust In The Post Trust Era

Operating From A Position Of Trust Of Credibility Is One Of The First Things You Should Consider As You Communicate.; Your Goal Should Be To Gain Trust Or Credibility Form Colleague, Clients, Customers, And Other Contacts

What Kind Of Reports May Be Organized Conventionally

Operational Reports; Recurring Reports ; Proposals

Disguised Questions

Opinions Presented In Question Form

Six Skills In Active Listening

Paying Attention; Clarifying; Holding Judgment; Summarizing; Reflecting; Sharing

Passive-Voice Verbs (Obj. 2)

Performance Reviews Are Given Only After Employees Have Been On The Job For 12 Months. ; B.Because More Stringent Security Is Required, Company Tours Must Be Postponed Indefinitely. ; C.Examination Of Patients Cannot Be Made Until Their Insurance Coverage Is Verified. Or: Patients Can Be Examined After Verification Of Insurance Coverage. ; D.Large Suvs Are Not Covered By Your Car Rental Insurance.

For Long Reports, Why Is A Written Work Plan A Wise Idea? (Obj. 2)

Preparing A Written Work Plan Forces You To Evaluate Resources, Set Priorities, Outline A Course Of Action, And Establish A Time Schedule. Having The Plan Will Keep Writers On Schedule And Give Management A Means Of Measuring Progress.

What Should A Progress Report Include? (Obj. 4)

Progress Reports Should Contain The Purpose And Nature Of The Project, Background Information, Description Of Work Completed, Explanation Of Work In Progress, Anticipated Problems And Remedies, Future Activities, And Completion Date. (Textbook, P. 322)

Business & Mgmt Books

Rangers In Terms Or Overall Usefulness; -- Usefullness Can Be Assessed Better Than Other Secondary Sources B/C Of Many Online Reviews Available & Ability To Preview Secction Of Books ; -- Online Reviews Can Help Gauge How Useful Various Books Can Be For Your Particular Busness Probs

Basic Fundamentals, Exactly Identical, And Repeat Again Are All Examples Of

Redundancies.

Some People Feel That All Employee News, Good Or Bad, Should Be Announced Directly. Do You Agree Or Disagree? Why? (Objs. 1-5)

The Times Have Changed. At One Time With Top-Down, Dictatorial Management Styles, Employees Were Told What To Do. Today, However, Management Is More Participatory And Team Oriented. Gaining The Compliance And Cooperation Of Employees Is Now Recognized As Beneficial To Management In Boosting Productivity And Serving Customers. Caring About Employees' Reactions To Any News, Good Or Bad, Means Careful Crafting Of Messages. The Indirect Strategy Might Be Appropriate For Some Messages, Especially If Management Wants To Maintain The Goodwill Of Employees As Well As That Of Customers.

What Is An Appropriate Tone For A Claim Letter? (Obj. 3)

The Tone Of A Claim Should Be Calm And Moderate. Avoid Venting Anger And Sounding Illogical. Reason And Logic Are Better Motivators Than Anger. (Textbook, P. 225)

Which Of The Following Is Not A Form Of Nonverbal Communication?

The Words Used In A Sales Message

What Is High "Skim Value," And How Can You Achieve It? (Obj. 4)

This Expression Refers To How Quickly Readers Can Browse A Message And Comprehend Its Meaning. The Following Techniques Promote High Skim Value: ; •Bulleted Items ; • Numbered Items ; • Lettered Items ; • Headings ; • Bolding, Italics, Underlining ; • Capital Letters; (Textbook, P. 141)

"Problem And Purpose"

This Is Where You Might Include A Problem Statement - If It Is A Complex Problem You Can Briefly Explain It And Then Go Into Detail Later ; Purpose Statement: Conveys The Goal Of Your Investigation, "Given The Problem, This Is What I Tried To Find Out"

As Per Your Request, Enclosed Please Find, And Thank You In Advance Are All Examples Of

Trite Business Phrases.

When Is It Necessary For A Subordinate To Be Persuasive In Addressing A Superior On The Job? (Obj. 3)

When Employees Must Convince Management To Adopt A Procedure, Invest In New Equipment, Or Make Any Number Of Other Work-Related Requests That Might Be Refused, Persuasion Is Necessary. (Textbook, P. 224)

Indirect Strategy

When Readers May Oppose A Recommendation Or When Circumstances Suggest Caution Dont Rush To Reveal Recommendations

What Is Parallelism, And How Can You Achieve It? (Obj. 4)

When Similar Ideas Are Expressed In Similar Grammatical Constructions, They Are Parallel. To Achieve It, Balance Nouns With Nouns, Verbs With Verbs, And So Forth. (Textbook, Pp. 140-141)

Should A Request E-Mail Message Or Memo Open Immediately With The Request Or With An Explanation? Why? (Obj. 5)

When Writing Request E-Mail Messages And Memos, Begin With The Request First. The Audience Will Then Be Better Able To Understand The Explanation. (Textbook, P. 170)

Bibliography

When Your Investigation Makes Heavy Use Of Published Sources

richer communication channels when possible

When a bad-news message is more severe, more likely, and/or less controllable choose:

consistency

based on the idea that once people make an explicit commitment, they tend to follow through or honor that commitment. In other words, they want to stay consistent with their original commitment

semantic noise

-happens when people apply different meanings to the same words or phrases -example? -this is important because you have to think about how others will interpret the words you're saying; you may not be sending the message you thought you were

To Ensure The Completeness Of A Business Message, One Should

Be Specific.; Most Of Your Messages In The Workplace Have A Clear Goal: To Update Your Team Members, To Promote A Service To A Client, To Give An Assignment, And So On. Your Goal Of Completeness Means That Your Message Provides All The Information Necessary To Meet That Purpose. You Can Achieve Completeness With Three Basic Strategies: Providing All Relevant Information; Being Accurate; And Being Specific.

When Offering Compliments In A Goodwill Message, You Should

Be Sure To Back Them Up With Specific Points

In Complying With Requests, Why Is It Especially Important That All Facts Are Correct On Letters Written On Company Stationery? (Obj. 5)

Because Letters Written On Company Stationery Are Considered Legal Contracts, Their Facts And Figures Must Be Carefully Checked. (Textbook, P. 198)

How Do Conclusions Differ From Recommendations? (Obj. 2)

Conclusions Summarize And Explain The Findings; Recommendations Present Specific Suggestions For Actions That Can Solve The Report Problem. (Textbook, P. 311)

What Three Elements Should Most Confirmation E-Mail Messages And Memos Include? (Obj. 6)

Confirmation E-Mail Messages And Memos Should Include The Following: ; •Names And Titles Of Involved Individuals ; • Itemization Of The Major Issues Or Points ; • Request For Feedback Regarding Unclear Or Inaccurate Points ; (Textbook, P. 172)

What Is The Best Advice For Organizing E-Mail Messages?

Consider Using Side Headings To Better Organize Longer E-Mail Messages.

Physiological Noise

Disruption Due To Physiological Factors; Illness, Hearing Problems,

Probing Questions

Intended To Analyze A Business Problem From Every Angle In Order To Uncover Its Root Causes

How Can You Overcome Defensiveness When Your Writing Is Criticized Constructively? (Obj. 6)

It'S Natural To Be Defensive. But Try To Consider This Criticism Valuable Advice. Look Upon This Training As Skill Development. Writers, Like Athletes, Need Pointers That Speed Improvement. (Textbook, P. 146)

Mode

Its Advantage Is That It Is Easily Determined ; Useful When We'Re Trying To Determine Things Like Group Preferences

What Is Jargon, And When Is It Appropriate For Business Writing? (Obj. 5)

Jargon Is Specialized Or Technical Language. Use It Only When The Audience Will Understand Its Meaning. (Textbook, P. 103)

While Evaluating The Various Courses Available At The University Of Radcliffe, Marcie Skips Over The Language Brochures. She Believes That Learning A New Language Is Unnecessary; English Is Considered The Global Business Language And She Speaks It Fluently. Which Of The Following Statements, If True, Makes Her Decision A Bad One?

Learning Another Culture'S Language Helps You Understand Its People Better.

Routine Messages Require

Less Time To Complete Than Other Types Of Business Messages. They Also Require Proportionately Less Time For Planning And Reviewing.

Daniel Is Resigning From His Position As A Management Consultant And Would Like A Permanent Record Of His Official Resignation. Which Of The Following Is The Best Communication Channel For Him To Resign And To Inform His Supervisor Of His Resignation?

Letter

Of The Media Listed Below, Which Is Generally Not Used For Routine, Internal Communication

Letter

Which Of The Following Lists Contains The Elements Of A Business Letter In The Proper Order

Letterhead, Date, Inside Address, Salutation, Message, Complimentary Close

Which Of The Following Would A Company Consider An Ethical Use Of Social Media By Its Employees?

Letting Friends On Twitter Know About A Publicly Posted Job Opening

Name At Least 2 Of The 4 Types Of Power.

Position, Reward, Expert, Identity

Learner Statements

Show Your Commitment To Hearing People Out

Announcement Subject Lines Should Be

Specific And Must Create Interest

Email Reports

Tend To Be Problem-Solving Reports, Intended To Help Improve Operations

Which Statement Correctly Describes The Current State Of Texting In The Workplace?

Texting Is A New, Undeveloped Form Of Communication In The Workplace, And Attitudes Toward It Vary Significantly.

Which Statement About Texting Is Correct?

Texting Is Either Synchronous Or Asynchronous, Depending On How Is It Used.; Texting Is Difficult To Classify. It Can Be Considered Asynchronous, Yet Many People Use Texting More Conversationally With Frequent And Rapid Back-And-Forth Messages, Which Makes It A More Synchronous Channel.

Which Of The Following, When Used, Is Most Likely To Contribute To Email Chains?

The "Forward" Feature; Three Features Contribute To Email Chains: Forward, Copy, And Reply To All. Many Business Professionals Use The Copy Feature Liberally To Let Everyone In A Department Or Work Unit In On The Conversation. Of Course, One Of Your Goals Is Transparency, Allowing Others In Your Relevant Work Group To Know How Decisions Are Being Made. But Copying Too Many People Can Lead To Information Overload.

Secondary Research

The Analysis Of Data By Others W/No Direction From You Or Members Of Your Org.

Which Of The Following Statements About E-Mail In The Workplace Is Most Accurate?

Typical Businesspeople Spend At Least Two Hours A Day Writing And Replying To E-Mail Messages

Problem Solving Meetings

Typically Involve Brainstorming About How To Address And Solve A Particular Work Problem

Implies that you recognize and appreciate others' needs, wants, ideas, and preferences as legitimate and reasonable.

Validation

Direct Quotations

Verbatim Restatements From Others Sources; Use Only When:; -- Contains A Particularly Compelling Combo Of Word,; -- Flows Effectively W/Paper,; --Emphasizing Credibility Of The Original Speaker Or Writer

Conduct A Discussion Of, Give Consideration To, And Perform An Analysis Of Are All Examples Of

Verbs That Have Been Converted To Nouns.

Which Of The Following Is The Best Closing Sentence For A Message Requesting Information?

Your Answers To These Questions By April 30 Will Help Us Decide Which Product To Purchase.

Accuracy Is A Basic Objective Of All Business Communications Because

Your Colleagues, Customers, And Clients Base Important Decisions On Your Communications

What Indicates How Far You Should Develop Your Recommendations

Your Intuitions And Your Knowledge Of The Audience

Goal Of Completeness Means

Your Message Provides All The Information Necessary To Meet That Purpose

Credibility

Your Reputation For Being Trustworthy; The Degree To Which Others Believe Or Trust In You

Character

Your Reputation For Saying True To Commitments Made To Stakeholders And Adhering To High Moral And Ethical Values

SOFTEN model of nonverbal communication

Your audience members consciously and subconsciously make a variety of judgments about your credibility and your message based on your nonverbal behavior. By focusing on these nonverbal behaviors, you can display confidence and strength while also showing warmth and concern. 1. smile 2. open stance 3. forward lean 4. tone -- First impressions of self-confidence and empathy often come from a slower rate of speaking with fewer gestures. 5. eye contact 6. nod

The First Question To Ask Yourself When Composing A Business Message Is "What Channel Should I Use To Send The Message?"

F

The Sentence This E-Mail Message Is To Inform You That Your Employment Application Has Been Received Is An Example Of Effective Business Writing.

F

Takeaway Mssg

Is The Essence Of Your Chart; -- How The Info, Title, Focal Points, & Other Formatting Combine To Convey A Lasting Mssg

Importance: Least Important To Most Important

Reader Is More Likely To Remember The Most Important Item ; But You Might Loose Their Attention Along The Way

principles for fielding questions

-pause before answering, be honest, show appreciation, be concise, reframe the question to match your agenda -example? -asking for questions show you're interested in your listeners and what they have to say

principles for responding to external complaints & rumors

* gather facts * avoid heavy handed (show of force) * respond quickly * use appropriate channels * rely on external advocates * respond w/credentials

accident crises (low responsibility)

* stakeholder claims org is not operating approperiately * industrial accidents due to technology & equip. failures * product failure due to tech. & equip. failures

Evaluate Data Quality Of Secondary Resources

* Reliability; -- Relates How Dependable Data Is; -- How Current & Representative; * Relevance; -- Of Data Relates To How Well It Applies To Your Specific Business Prob; * Adaptability; -- Relates To How Well The Research Can Be Altered Or Revised To Meet Specific Business Prob; * Expertise ; -- Relates To Skill & Background Of Researchers To Address Your Business Prob; * Biases; -- Tendencies To See Issue From Particular Perspective; -- Doesn'T Necessarily Imply Secondary Research Is Unreliable However; -- When Using, View Data Cautiously & Keep In Mind The Ultimate Objective Of Researchers

pre-crisis preparation

* create a crisis mgmt plan * assign & train a crisis mgmt team * regularly conduct exercises to test the crisis mgmt plan * develop sample responses to various types of crisis

Improving Ease Of Reading With Natural Style

- Use Action Verbs When Possible ; - Use Active Voice; -Use Short And Familiar Words And Phrases ; - Use Parallel Language ; - Avoid Buzzwords And Figures Of Speech ; - Avoid It Is/There Are

components of presentations

-preview 10-15% (attention-getter, overview), view 85-90% (takeaway messages), review 5% (recap, call to action) -example? -knowing how to properly structure presentations is important because it will help keep your audience's attention and help them retain the info given to them

Clarifying Objectives: Message Structuring

2. Setting Up The Logic Of Your Message; A) What Are Your Supporting Points; B) What Do You Want To Explicitly Ask Your Readers To Do (Call Of Action); C) How Will You Order The Logic Of Your Message?

Roughly _ Of Us Employees Have Terminated Employees Fit Misuse Of Company Email Systems

25%

What Is A Claim? When Is It Straightforward? (Obj. 4)

A Claim Is A Complaint Or A Request By A Customer To Correct A Problem. The Customer May Request A Replacement, Refund, New Order, Credit To His Or Her Account, Correction Of An Error, Free Repairs, Free Inspection, Or Cancellation Of An Order. A Straightforward Claim Is One To Which You Expect The Receiver To Readily Agree. (Textbook, P. 191)

The Team That Is Planning The Annual Company Sales Meeting Has Members In Several Offices. They Need To Have A Conversation About The Agenda For The Sales Meeting. Which Of The Following Will They Most Likely Use?

A Conference Call; Conference Calls Are Used For Team Conversations. They Are Typically Less Rich Than One-To-One Phone Conversations Because Many Participants Do Not Provide Cues Continuously During The Conversations.

Fumiko, Who Works In Accounting, Wants Her Online Presence To Signal That She Is A Business Professional. What Would Be The Best Profile Picture To Use?

A Photograph Of Her Smiling Face

According To Transparency International, What Are The Two Most Corrupt Countries In The World?

Afghanistan And Iraq

Briefly Compare The Advantages And Disadvantages Of Illustrating Data With Charts (Bar And Line) Versus Tables. (Obj. 7)

Bar And Line Charts Provide A Visual Overview Or Impression Of Trends, But They Lack Exactness. Tables Provide Precise Figures And Values, But Important Points And Trends Are Not Immediately Visible. (Textbook, Pp. 299-300)

Why Should You Be Especially Careful In Cushioning The Refusal To An Invitation? (Obj. 3)

Be Sensitive When Refusing Invitations Because These Responses Are Often Taken Personally. (Textbook, P. 251)

To Ensure The Completeness Of A Business Message, One Should

Be Specific.

I-Statements

Begin With Phrases Such As I Think, I Feel, Or I Believe

I-Statements

Begin With Phrases Such As I Think, I Feel, Or I Believe. During Difficult Conversations, I-Statements Soften Comments To Sound More Conciliatory And Flexible And Less Blaming And Accusatory.

One Important Element Of Basic Email Etiquette Is

Being Careful About Using The Cc Function

Which Of The Following Is Most Likely To Have A Negative Impact On Your Readers' Perceptions Of Your Credibility

Being Vague; Being Specific Affects The Judgments Your Readers Make About Your Credibility. Specific Statements Lead Your Readers To Believe That You Know What You Are Talking About (Competence); That You Are Not Hiding Anything (Character); And That You Want Your Readers To Be Informed (Caring). Being Vague, On The Other Hand, Detracts From Your Credibility.

If You Have Any Further Questions, Please Do Not Hesitate To Call Is An Effective And Professional Way To End A Routine Response Message.

F

What Is Bias-Free Language? Give Original Examples. (Obj. 5)

Bias-Free Language Avoids Gender, Race, Ethnicity, Age, Or Disability Expressions That Might Be Hurtful Or Stereotype People. Bias-Free Language Strives To Be Inclusive Rather Than Exclusive. It Eliminates Words That Focus Attention On Exclusions (E.G., Lawyer Rather Than Female Lawyer; New Teacher Rather Than New Asian Teacher). (Textbook, Pp. 100-101)

Designing Effective Charts

Can Effectively Convey Comlex Numerical Info In A Simple, Appealing Format; * A Well-Designed Chart Can Express A Strong Mssge & Leave A Lasting Impression On Viewers & Readers; * Overall, The Mssg On The Chart Is Cental; -- When Presented Properly, Info Just Flows To Viewer In Clearest Most Efficient Way; -- Charts That Don'T Explain Themselves Are Worse Than No Charts

Apply Bulleting & Enumerated Lists To Make Passages Easier To Process

Can Help Rapidly Process & Group Info; Too Much Can Create Choppy, Staccato-Like Affect

Visual Cutoff

Can Quickly End Dialogue, Especially When A Superior Visually Cuts Off Subordinates. People Abruptly Look Away To Indicate Disapproval Or Disinterest.

Messages that contain a coherent, unified theme that consumers can recognize quickly.

Central Sales Theme

Drawback Of Im Include The

Challenge Of Logging Messages For Later Review And Archiving

Scholarly Journals

Contain Business Research That Is Extremely Reliable; -- Info Come From Carefully Controlled Scientific Research Processes & Has Been Reviewd By Experts In The Field However; -- Rarely Provide Useful Info For Business Probs That You Will Focus On In Workplace; * Focus On More Theoretical & Abstract Issues; * Generally Written W/A Level Of Statistical &/Or Theoretical Background That Is Difficult To Understand

Writers Of Business Messages Should Avoid Sentences That Begin With "It Is" Or "There Are" Because They

Contain More Words Than Necessary.; Readers Naturally Want To Know Precisely Who Or What The Subject Of A Sentence Is, Particularly In Business Writing, Where Specificity Is So Important. Most Sentences That Begin With "It Is" Or "There Are" Fail To Provide A Specific Subject And Generally Contain More Words Than Necessary

The Sentence I Am Writing This E-Mail Message To Let You Know That We Have Received Your Application For The Receptionist Position

Contains A Long Lead-In.

Digital Message Overload

Costly To Productivity Decreases, Because You Are Distracted From Your Immediate Tasks And Try To Multitask. Check Digital Messages Just Two To Four Times Each Day At Designated Times, Turn Off Message Alerts, Use Rich Channels Such As Face-To-Face And Phone Conversations To Accomplish A Task Completely, Reply Immediately Only To Urgent Messages, Avoid Unnecessarily Lengthening An Email Chain, Use Automatic Messages To Help People Know When You'Re Unavailable.

Message Framework

Create A Front-Loaded, Direct, Complete, And Detail Oriented Message

Message Structuring (Planning)

Create A Front-Loaded, Direct, Complete, And Detail-Orented Message; Most Important Planning Step

Which Of The Following Would A Company Consider An Unethical Use Of Social Media By Its Employees?

Criticizing A Supervisor By Name After Receiving A Poor Review

Successful Companies That Receive Large Numbers Of Customer Claims Per Year You Often Developed

Customize Form Letters To Speed The Response To Customers Claims

How To Maintain Consistency In The Introduction

Delay Writing It Until After You Have Completed The Report

Components Of Direct Bad News Messages

Deliver The Bad News In A Timely Manner, Choose The Right Mix Of Channels, Sympathize With Bad-News Recipients And Soften The Blow, Provide A Simple And Clear Rational, Explain Immediate Impacts, Focus On Solutions And Long-Term Benefits, And Show Goodwill.

Focal Point

Each Focal Point Should Support One Main Idea; Can Be Visually Generated:; -- Font Choice (Bold, Italics); -- Color; -- Size; -- Callout Boxes

Which Of The Following Involves An Act Or Thought Process Committed By The Sender Rather Than The Receiver Of An Email?

Flames

Suggest At Least Ten Pointers That You Could Give To A First-Time E-Mail User. (Obj. 3)

Get The Address Right. ; • Avoid Misleading Subject Lines. ; • Be Concise. ; • Don'T Send Anything You Wouldn'T Want Published. ; • Don'T Use E-Mail To Avoid Contact. ; • Never Respond When You'Re Angry. ; • Care About Correctness. ; • Resist Humour And Tongue-In-Cheek Comments. ; • Limit Any Tendency To Send Blanket Copies. ; • Use Design To Improve Readability Of Longer Messages. ; • Consider Cultural Differences. ; • Double-Check Before Hitting The Send Button. ; • Announce Attachments. ; • Don'T Automatically Return The Sender'S Message. ; • Design Your Message To Enhance Readability. ; (Textbook, Pp. 164-168)

Using Email In The Workplace

Has Dramatically Dissent Demands Than Using It For Personal Messages

When Writing A Letter Of Recommendation, You Should

Illustrate Your General Points With Specific Examples

In High Gender Egalitarianism Cultures

Men And Women Are Encouraged To Occupy The Same Professional Roles.; Gender Egalitarianism Deals With The Division Of Roles Between Men And Women In Society. In High Gender Egalitarianism Cultures, Men And Women Are Encouraged To Occupy The Same Professional Roles And Leadership Positions.

Compared To Blogs Podcasts Are

More Difficult To Edit

Generally Speaking, Business Language Used To Be _ It Is Today

More Formal Than

Setting Up The Messages Framework

Most Business Arguments Employ A Direct Or Deductive Approach; They Begin By Stating The Primary Message; Then They Lay Out The Supporting Reasons And Conclude With A Call Of Action

Web 1.0

Most Web Pages Were Read-Only And Static

Provide Story Line W/Descriptive Headings & Other Content Makers

Nearly All Reports Contain Headings To Help Readers Quickly Navigate; -- Decision Makers Often Skim From Sect. To Sect. To Find Info; At A Min., You Will Include 1St -Level Headings; Reports 5+ Pgs - Likely To Use 2Nd-Level Headings & Maybe 3Rd Level ; Headings Should Also Demonstrate Basic Logic Or Report; You Have Flexibility In How You Label Headings; -- Where Possible, Opt For Descriptive Titles & Headings That Help Reader Quickly Recognize The Value & Content Of Any Given Sect.

Tell Story W/ An Executive Summary

Nearly All Reports, Esp. Those Containing Mor Than A Few Pgs; -- At The Beginning; Purpose Is To Summarize Most Important Content, Including Findings, Conclusions, & Recommendations, So That Busy Execs. & Other Decision Makers Can Quickly Understand & Act On The Report; A Good Exec Summ Demonstrates That You Can Clearly Focus On Your Goas & State, In No-Nonsense Fashion, Who Ou Are, What You Want, & Where You Are Going; Generally 1 Pg For Every 10-20 Pages In A Report

Which of the following scenarios indicates an advantage for the presenter?

Nelson stands close to the audience to establish eye contact with them.

Avoid It Is/There Are

Readers Naturally Want To Know Precisely Who Or What They Subject Of A Sentence Is, Specificity Is Important. Most Sentences That Begin With It Is Or There Are Fail To Provide A Specific Subject And Generally Contain More Words Than Necessary

Feedback

Request Feedback From Trusted Colleagues When Speaking On Behalf Of A Team Or Unit

Which Of The Following Employees Is Acting With Incivility?

Scott Usually Greets Female Colleagues By Saying, "Hello There, Girls."

Good Introductions Do What?

Set Up A Contract With The Reader ; The Reader Wants The Topics To Be Developed As Promised

Composites Of Routine Messages

State The Primary Message; Provide Details In Short Paragraphs ; Restate The Request Or Key Messages In More Specific Terms; Engender Goodwill

Telephone Calls Are

Still A Vital Communication Link For Many Organizations

Why should we carefully review persuasive messages?

They can potentially decrease brand values, increase your company's revenue, and enhance your credibility.

A Newly Hired Colleague Has Asked For Your Advice About Revising E-Mail Messages, Text Messages, And Tweets. What Is The Best Advice You Can Give Her?

To Avoid Messages That Waste Time, Create Confusion, And Reduce Your Credibility, Take Time To Revise E-Mail Messages, Text Messages, And Tweets.

Are my motives clear, or will others perceive that I have a hidden agenda?

Which of the following questions is most likely to be used by you while review your bad-news message to evaluate the "access" aspect of the FAIR test?

Strong emotions affect the tone of the original message, therefore bad news messages need intense reviewing.

Which of the following statements is true of reviewing bad-news messages?

Which Of The Following Is A Command Disguised As A Polite Request?

Will You Please Send My Order By Usps Priority Mail.

principles for PR comms.

* establish & maintain credible relationships w/stakeholders * build PR activities around a brand or strategic launch * complete full cycles in PR campaigns * communicate the good your co. does --inform stakeholders about the economic & social value of the co. provides enhances its rep. --co. should identify themselves as ethical corp. citizens --should communicate core values otherwise may be assumed co. only operates in self-serving manner * adapt you PR mssgs to Info Age & Social Age comms. channels

principles for establishing presence

* establishing credibility * maintain authenticity * know your material * speak w/confidence * focus on people * start & finish strong * stay flexble * use the room to your advantage * communicate nonverbally * dress for success

components of crisis comms

* express concern * explain corrective actions * provide instructions * give an excuse / justification (for certain types of crises) * provide compensation / apology (for certain types of crises)

mssg structure for crisis comms.

* express concern, explain corrective actions, & provide instructions --primary purpose - help victims & other stakeholders --secondary purpose - avoid or repair reputation loss

audience anayles for crisis comms

* focus 1st on victims & most-impacted stakeholders. --use audience comm channels to get mssg out --designed w/particular stakeholders in mind --often most crisis comm teams focus on exterman stakeholders & fail to provide employees w/enough info --yet for 80-85% of crisis situations, employees ar 1st & 2nd most-important stakeholders --focus on what info to provide AND how they can show sympathy --employees & other stakeholders are often willing to forgive if provided timely & accurate info & make good-faith, caring efforts to improve situation

corporate reputation

* from co's prespective - an intangible asset that allow the co. to better manage the expectations & needs ofo its various stakeholders, creating differentiations & barrier vis-à-vis its competitors * from stakeholders' perspective - the intellectual, emotional, & behavioral response as to whether or not the communications & actions of the orgs resonates w/their needs & interests * this def. reveals several key aspects of reputation 1. its an asset - it has value - directly contributes to 3 - 7.5%+ annual revenue 2. having a positive rep. isn't enough - rep. must differentiate it from competitors 3. a primary goal of PR is managing expectation of stakeholders 4. through PR a co develops a rep. that delivers value to stakeholders based on their own needs & interests

idea development for crisis comms.

* gather various versions of the events, ID impacts & solutions, & analyze nature of crisis -- a primary task is to define nature of crisis --will help team formulate appropriate mssgs * 3 types of crises (see types of crises & levels of co. responsibility) * team should ID intensifying factors --negative rep. or history of prior probs. relating to the crisis - danger of co's rep. is intensified

preventable crises (complete responsibility)

* industrial accidents due to employee errors * harm to consumers from product failures due to employee errors * mgmt actions that are unlawful &/or place stakeholders at risk

post-crisis actions

* keep stakeholders informed about recovery & corrective efforts * update crisis mgmt plan based on lessons learned * engage in PR to repair org's reputation

disadvantages of using social media for PR

* most people think social media mssgs are less reliable than mssgs in traditional media outlets & print * controlling mssg is more difficult b/c of the fragmented 2-way nature of the social media environment

creating crisis mssgs

* must act under significant time pressures to compose * must also act quickly to modify them for various media --letters --emails --web pages --blogs --texts --radio & tv broadcasts

diff. types of crisis

* natural disasters * mgmt misconduct or criminal behavior * technological failures * work-site accidents * product failures * various forms of negative press coverage

victim crises (min. responsibility)

* natural disasters * rumors about org * workplace violence committed by former or current employee * product tampering by individual outside of org

buffers for bad news mssgs

* neutral stmt ---Subject: Decision on Bid for Annual Contract w/Marble Home Makeovers * Appreciation ---Thank you for submitting your competitive bid to supply & deliver plastic resins for the upcoming year. *Sympathy ---We're sorry to hear about the crack in your countertop * Common ground ---Reducing work hours creates unwanted financial challanges for our employees * Compliment ---Thank you for your excellent work, esp. during this temp. period of cash flow challanages

traditional press releases

* released in new story format to describe --product launches --sponsored events --financial results --charitable donations --awards --other newsworthy stories * labeled press releases b/c issued to editors & reporters of newspaers, mags, & other media outlets --editors & reporters then crafted own stories from them * co.s often sought public exposure through media by writing op-ed pieces or letters to editor * most co.s many comm. channels & often bypass traditional miediat to distribute PR mssgs --most co.'s now have sects. often labeled pressroom or newsroom for PR stories & opinions pieces that follow press release or op-ed style

principles for deliverying negative performance reviews

* see guidelines for bad news mssgs in addition keep the following in mind: * adopt a team-centered orientation * avoid sugar coating bad news * explain impacts of individual's poor performance on organization performance * link to consequences * probe for reasons performance is not higher * emphasize problem solving rather than blaming * be firm

express concern

* show concern immediately --stakeholders make judgments about co's empathy & caring w/in 30 secs --establishes credibility --allows to more effectively provide for stakeholders' needs --protects co. - reduces # of claims against an org --select right spokeperson - expresses sympathy well, understands situation well, & knows how to offer appropriat elevel of confidence in co. & its effort to resolve crisis

Interact w/audience - Field Questions

* shows interest in listeners' real concerns and needs * opportunity to clarify points you may have misstated or omitted * audience members may ask difficult quests. & you may get off topic. -- solution: reinforce key messages while also addressing e needs of questioners 1. Pause before Answering 2. be honest --Admit when you do not know the answer. -- Explain that you would like to get an answer to the question and seek an opportunity to continue the conversation later on 3. Show Appreciation 4. Be Concise -- as rule of thumb: keep most responses to between 20 - 45 secs 5. Reframe the Question to Match Your Agenda

audience analysis for PR mssgs

* targeted to particular stakeholder groups --however in Social Age, stakeholder groups straddle geographic & institutional boundaries * consider certain questions as you develop PR mssgs: --How much do they know about your co? How positively or negatively do they view it? --What is their view of your brand value? Are they satisfied w/your performance in following area: economic responsibility, social responsibilities, ethical responsibility? --From what sources do they get info. about you & your competitiors? Through which comm. channels can you best reach them?

tone, style, & design

* the power of delivery often outweighs content of mssg in feedback situations Tone --aim for genuine concern in a professional manner --inject positive direction but don't provide false hope or seem out of touch w/impacts on mssg recipients Style --simple, accurate, & jargon-free --helps people process info quickly & accurately --use clear language that will not misinterpret Design ---simple --too slick may be perceived that design is more to impress than to meet their needs

types of crises & appropriate responses

* victim crises --concern --corrective action --instructions --(excuse &/or justification - W/INTENSIFYING FACTORS - crisis comms. may alwsys consider use of reminders & igratiation. should consider denial & attack the accusor for unjustified rumors & attacks against co.) * accident crises --concern --corrective action --instructions --excuse &/or justification -- (compensation &/or apology - W/INTENSIFYING FACTORS - crisis comms. may alwsys consider use of reminders & igratiation. should consider denial & attack the accusor for unjustified rumors & attacks against co.) * preventable crises --concern --corrective action --instructions --excuse &/or justification -- compensation &/or apology

Evaluating Bad-News Statements (Obj. 2)

Accentuate The Positive: Your Order Will Be Shipped May 1. ; B.This Statement Shows Age Discrimination. Omit. ; C.If Spoken Before Others, This Statement Is Slanderous. If Written, It Is Libellous. The Word Shyster Is Actionable. Avoid. ; D.Accentuate The Positive: We Can Assure You That On Return Visits You Will Be Treated Royally By Our Well-Trained Staff. ; E.Too Painful And Specific. Keep The Explanation Vague And Refer The Applicant To Your Credit-Reporting Agency For More Information. ; F.This Statement, If Ever A Lawsuit Were Litigated, Might Support A Charge Of Discrimination. Improvement: Before Considering This Young Lady For A Promotion, I Would Like To Have More Information About Her Past Work Experience In Positions Where She Was Required To Meet The Public.

Grids

1. Helps Split Complex Verbal Data Into Concise, Manageable Chunks Of Data ; 2. Readers Can Immediately See Which Points Are Supported And Which Are Opposed ; 3. Also Help Classify Employment Data

Headings

1. Highlight Major Ideas ; 2. Allow Busy Readers To See The Big Picture At A Glance ; 3. May Use Functional Or Talking Headings

What Is An Adjustment Letter, And What Are A Writer'S Three Goals In Writing Adjustment Letters? (Obj. 6)

An Adjustment Letter Is A Company'S Favourable Response To A Customer'S Claim. In An Adjustment Letter, The Writer Tries To; •Rectify The Wrong, If One Exists ; • Regain The Confidence Of The Customer ; • Promote Further Business. ; (Textbook, Pp. 198-199)

Corporate Reptation

An Intangible Asset That Allows The Company To Better Manage The Expectations And Needs Of Its Various Stakeholders, Creating Differentiation And Barriers Vis-A-Vis It Competitors; The Intellectual, Emotional And Behavioral Response As To Whether Or Not The Communications And Actions Of An Organization Resonate With Their Needs And Interest

What Are The Major Differences Between Informational And Analytical Reports? (Objs. 4 And 5)

Analytical Reports Differ Significantly From Informational Reports. Although Both Seek To Collect And Present Data Clearly, Analytical Reports Also Analyze The Data And Typically Try To Persuade The Reader To Accept The Conclusions And Act On The Recommendations. Informational Reports Emphasize Facts; Analytical Reports Emphasize Reasoning And Conclusions.

The Conclusion Of A Report Should Do What?

Analyze Info Logically And Show How The Data Answers Questions

5 Steps In Direct Strategy Sequence

1. Identify The Problem Or Need Briefly; 2. Announce The Recommendations, Solution, Or Action Concisely With Verbs; 3. Explain More Fully Benefits Of Recommendations Or Steps To Solve Problem; 4. Include Discussion Of Pros, Cons, And Costs ; 5. Conclude With A Summary Specifying The Recommendation And Necessary Action

7 Step Sequence For Indirect Strategy

1. Refer To The Problem In General Terms In The Subject Line ; 2. Describe The Problem Or Need. Use Specific Examples, Stats, And Quotes; 3. Discuss Alternative Solutions, Beginning With One Least Likely To Succeed; 4. Present The Most Promising Alternative Last; 5. Show How The Advantages Of Your Recommendation Outweigh Disadvantages ; 6. Summarize Your Recommendation.; 7. Ask For Authorization To Proceed

What are types of attention getters?

1. Rhetorical Questions 2. Intriguing statistic 3. Compelling and unusual fact(s) 4. Challenge 5. Testimonial

6 Tips For Creating A Decision Matrix

1. Select The Most Important Criteria ; 2. Create A Matrix; 3. Evaluate Criteria ; 4. Assign Relative Weights ; 5. Multiply The Scores ; 6. Total The Scores

Functional Headings

1. Show The Outline Of A Report But Provide Little Insight For Reader ; 3. Useful For Routine Reports ; 4. Appropriate For Sensitive Topics

3 Things Periodic Reports Usually Do

1. Summarize Regular Activities And Events ; 2. Describe Irregular Events Deserving Of Management Attention; 3. Highlight Special Needs And Problems

Customers and colleagues will be more easily persuaded when which of the following occur.

1. You demonstrate that you are seeking benefits for them. 2. You show interest in them personally. 3. You understand their specific needs.

AIM planning process for PR mssgs

1. audience analysis --ID the unique needs & values of stakeholdr groups & emply principles of influenc 2. idea developement --analyze how the PR mssg can fit into a unified PR effort that promotes distinctive brand value 3. message structure --organize the PR mssg in press release style

The Aim Planning Process For Business Messages

-Audience= Identify Benefits To Others Recognize Their Values And Priorities, And Anticipate Their Reactions; -Ideas= Identify And Analyze The Business Problems At Hand; Display Excellence In Business Thinking.; -Message= Identify And Frame Your Primary Message, Choose Your Key Points, And Select Your Call To Action

To Build Well-Reasoned Business Positions, One Should

Avoid Faulty Cause/Effect Claims.; As You Analyze Business Issues, You Are Often Trying To Identify Causes And Effects. To Build Well-Reasoned Business Positions, You Should Avoid Faulty Cause/Effect Claims.

Principles For Using Slides

Avoid Turning Out The Lights In Most Cases, Don'T Start The Slides Right Away, Speak To Your Audience Not The Screen, Interpret Don'T Read Your Slides, Preview The Slides Before Showing Them, Use Remotes To Advance Slides, Avoid Standing In Front Of The Slide Projection, And Use Blank Slides Strategically.

Which Of The Following Guidelines Should Be Followed To Minimize E-Interruptions?

Avoid Unnecessarily Lengthening An Email Chain.

I-Statements

Begin With Phrases Such As I Think, I Feel, Or I Believe Soften Comments To Sound More Conciliatory And Flexible And Less Blaming And Accusatory

Audience Analysis

-Identify Reader Benefits And Constraints; -Consider Reader Values And Priorities; -Estimate Your Credibility; -Anticipate Reactions; -Keep Secondary Audiences In Mind

Why Is Cluster Diagramming Considered An Intuitive Process While Outlining Is Considered An Analytical Process? (Obj. 1) ; 534

Cluster Diagramming Calls For Us To Jot Down Ideas Without Censoring Or Evaluating Them. By Freely Using Our Imaginations, We Allow Intuition To Take Over. Cluster Diagramming Is Free Form, Thus Promoting A Shower Of Ideas, Some Usable And Many Unusable. Postponing Judgment On This Flow Of Ideas Acts As A Stimulant To Our Creative Processes. ; Outlining Is A Methodical, Analytical Process. It Involves Ordering Items Into A Hierarchy.

Setting Expectations

-Setting Expectations Is Directly Tied To Your Credibility And Ability To Foster Interpersonal Trust In The Work Place; -Failure To Do It Can Lead To Lasting Professional Disappointments And Breakdowns In Working Relationships

Your Message Is Easier To Read When It Is

Concise

Audience Analysis (Planning)

Consider Exactly What Information Your Audience Needs And How They Want To Receive It

Audience Analysis

Consider Exactly Why Information Your Audience Needs And How They Want To Receive It

Which Of The Following Is The Most Accurate Statement About Etiquette And Courtesy In Today'S Workplace?

Etiquette Is More About Attitude Than About Formal Rules Of Behavior.

A Good Agenda Includes Any Premeeting Preparation Expected Of

F

Only North American Companies Have Adopted Ethics Codes.

F

Robert Is Gathering Data For A Business Proposal He Is Writing. Robert Is In The First Phase Of The Writing Process.

F

The Sentence Clara Was Accepted Into An Mba Program Is An Active-Voice Sentence

F

When Selecting Typefaces For Most Business Documents, You Should

Generally Avoid Using More Than Two Typefaces On A Page

Converting Active To Passive Voice.

F. Your Dvd Cannot Be Authorized For Repair Since Its Warranty Period Has Expired. ; G. Cash Refunds Cannot Be Given For Merchandise Purchased Over 90 Days Ago. ; H. Non-Members Are Not Accepted By Valleyview Golf Course. ; I. Resumés And Cover Letters Must Be Submitted By E-Mail. ; J. The Two Columns Were Added Instead Of Subtracted, Thus Producing The Incorrect Total.

Reviewing Crisis mssgs

FAIR test --pay particular attention to impact of bad news on others & how to express it w/respect Proofreading --reread mssg several times, slowly, imagining how your mssg recipients will respond Feedback --ask several colleauges who can empathize w/bad news recipients to review mssg

Which Of The Following Is Considered A Rich Medium?

Face-To-Face Conversation

Components Of Long, Formal Reports

1. Intro; 2. Body; 3. Ending; 4. Appendix

Power Is The Ability To Control Behavior.

True

Summaries

1. Compress The Main Points ; 2. Saves Time ; 3. Reduces Report By 85 To 95%

Flyleaves

Blank Pages At The Beginning And End That Protect The Report

The Indirect Pattern Of Organization Is Best For Readers Who

Must Be Persuaded

Disguised Statements

Opinions Presented In Question Form

What sales theme is common and important, while also being risky to omit?

Price

Learner Statements

Shows Commitment To Hearing People Out

Components Of Sympathy Messages

-Express Sympathy; -Offer Support; -State Goodwill

5 Common Methods Of Organization

1. Time; 2. Component; 3. Importance ; 4. Criteria ; 5. Convention

What does AIDA stand for?

Attention Interest Desire Action

Which Statement Is A Helpful Guideline For Forums?

Avoid Complaining Or Blaming.

Strategies For Using Search Terms Effectively On Databases

Boolean Operators; -- And, Or; Alternative Keywords; Closely Related Ideas; Suggested Terms

Name Four Kinds Of Routine Requests That Businesses Must Frequently Refuse. (Obj. 3)

Businesses Must Often Refuse Requests For ; •Favours ; • Money ; • Information ; • Action. ; (Textbook, P. 249)

Document Secondary Research & Avoid Plagiarism

By Nature, Decision Makers Adopt A Methodical & Skeptical Approach To Making Investments, & Changing Strategies & Other Substantial Changes; -- They Exepct Quality Info To Make These Decisions; By Documenting Sources,; -- You Allow Decision Makers To Judge The Quality Of Your Data; -- You Display Your Thorough, Detailed-Oriented Approach

Who Else Might Write A Feasibility Report

Consultant Hired To Investigate Problem

Short Report

Has Only A Title Page And Report Text

Shared Story

Involves Combining Yours And Others' Experiences, Perspectives, And Goals Into A Shared Approach To Work.

Judger Mind Set

People Have Their Minds Made Up Before Listening Carefully To Other'S Ideas, Perspective, And Experiences

In All Business Messages, Communicators Should Ideally Aim To

Project Concern For Others.

Association

Psychological Bonding That Occurs Between People And Their Ideas

commitment

based on idea that once people make an explicit commitment, they tend to follow through or honor that commitment -they want to stay consistent w/their original commitment --i.e. customers making use of free services or other services & make commitment to use services on reg. basis

Transparency

Involves Sharing All Relevant Information With Stakeholders

Emotional Intelligence

Involves Understanding Emotions Managing Emotions To Serve Goals, Empathizing With Others, And Effectively Handling Relationships With Others

Paraphrase

Involves Using Your Own Words To Express Meaning Of Original Speaker Or Writer; -- Significantly Alter Original Words & Sentences Structure But Will Still Need To Give Credit To Original Speaker/Writer

Motivational Value Systems (Blue/Red/Green/Hub)

Is A Blend Of These Primary Motives And Refers To Frequency With Which These Values Guide Their Actions. ; Blue: Most Often Guided By Motives To Protect Others, Help Others Grow, And Act In The Best Interests Of Others.; Red: Most Often Guided By Concerns About Organizing People, Time, Money, And Other Resources To Accomplish Results.; Green: Are Most Often Concerned About Making Sure Business Activities Have Been Thought Out Carefully And That The Right Processes Are Put Into Place To Accomplish Things. ; Hubs: Are Professionals Who Are Guided Almost Equally By All Three Mvs.

Engagement

Is A Measure Of How Much Employees Are Connected Emotionally To Their Work, How Willing They Are To Expend Extra Effort To Help Their Organization Reach Their Goals, And How Much Energy They Have To Reach These Goals. High Engagement Leads To Three Times More Profitable Companies.

Disassociation

Is A Process By Which Professionals Accept Critique Of Their Ideas Without Taking It Personally And Becoming Defensive.

The Most Successful Job Candidate In Today'S Competitive Job Market

Is Able To Communicate Effectively About Work That Is Increasingly Complex And Intellectually Demanding.

Diana Is In Charge Of Telling Employees About A New Procedure For Submitting Expense Claims. Many Of Her Employees Do Not Have Access To Company E-Mail. What Communication Channel Should She Use?

Memo

The Inductive Approach To Writing A Business Argument

Provides The Supporting Reasons First Before The Primary Message.; For Some Messages, Such As When Delivering Bad News, The Indirect Or Inductive Approach Is Used. In This Approach, Supporting Reasons Are Provided First, Followed By The Primary Message.

Discuss Coordination

Providing Guidelines For How Employees Should Communicate And Cooperate With One Another

Which Of The Following Involves Releasing And Overcoming Anger And Frustration So That You Can Make A More Rational And Less Emotional Response?

Relaxation ; Involves Releasing And Overcoming Anger And Frustration So That You Can Make A More Rational And Less Emotional Response.

What Three Devices Can Report Writers Use To Prevent Readers From Getting Lost In The Text? (Obj. 3)

Report Writers Can Use ; •An Introduction That Explains The Report Purpose And Previews Main Points; • Logic Markers Or Transitions (Words Or Expressions Like Consequently And On The Other Hand); • Headings. ; (Textbook, Pp. 316-317)

What Questions Should You Ask To Anticipate Your Audience'S Reaction? (Obj. 2)

Report Writers Should Ask The Following Questions About Their Audiences: ; •What Do My Readers Need To Know About This Topic? ; • What Do They Already Know? ; • What Is Their Educational Level? ; • How Will They React To This Information? ; • Which Sources Will They Trust? ; • How Can I Make This Information Readable, Believable, And Memorable? ; (Textbook, P. 281)

Use Preview Stmts To Frame Mssge & Accentuate Takeaway Mssgs

Reports Are Often Lenghty & Dense; -- Preview Stmts Can Help Decision Makers Follow The Directions Of Yor Text; -- Frame Mssg, Allowing Readers To Create A Mental Map Of Your Key Takeaway Mssg

What Purpose Do Most Reports Serve? (Obj. 1)

Reports Are Systematic Attempts To Answer Questions, Solve Problems, And Provide Information. (Textbook, P. 272)

Why Is Audience Analysis Particularly Important In Making Report Recommendations? (Obj. 2)

Reports Are Written To Supply Information To Readers. Therefore, Writers Must Carefully Consider Both The Background And Information Needs Of Their Audiences. Recommendations That Are Impractical Or Unacceptable To Those Who Authorize Reports Will Serve No Purpose. Analyzing The Audience And Anticipating Its Response Will Help Report Writers To Develop Recommendations That Will Work And That Are Likely To Be Implemented.

White Paper

Reports Or Guides That Generally Describe Research About Solving A Particular Issue; * Issued By Govt & Orgs; * Readily Aviliable On May Corp & Other Organizational Websites; * Often Biased Since ; -- Often Produced By Industry Groups W/Agenda Or Co.'S W/Specific Marketing Goals Related To White Papers; -- Should Learn About The Agendas Of Sponsoring Orgs

What Are The Two Most Widely Read Sections Of A Report? (Obj. 2)

The Conclusions And Recommendations Are The Two Most Widely Read Sections Of A Report. (Textbook, P. 310)

Calculate The Mean, Median, And Mode For These Figures: 3, 4, 4, 4, 10. (Obj. 1)

The Mean Or Average Is 5 (Divide The Total By The Number Of Units); The Median Is 4 (The Midpoint In A Group Of Figures Arranged In Order—Either Smallest To Largest Or Largest To Smallest); The Mode Is 4 (The Number That Occurs Most Frequently). (Textbook, P. 309)

Kevin Is Writing A Routine E-Mail Request. The Main Idea Or Purpose Of His Message Should Be Placed In

The Opening.

Interpersonal Communication Process

The Process Of Sending And Receiving Verbal And Nonverbal Between Two Or More People.

Post Tust Era

The Public Increasingly Views Companies With Less Trust; Surveys Show That Employees Often Do Not Trust Their Own Business Leaders; Business Leaders Do Not Always Trust Their Employees

The Process Of Communication Is Successful Only When

The Receiver Understands An Idea As The Sender Intended It.

Corporate Values

The Stated And Lived Values Of A Company

Components Of Inquiry Responses

The Very Nature Of Working With Others Involves Asking And Responding To Questions. Set Off Each Question So Your Reader Can Easily Identify Responses To Particular Questions. You Can Do This By Using Bullets, Numbered Lists, Or Special Formatting (Bold, Italics). Also Tell Your Readers Where To Get More Information By Providing External Links. ; 1) Provide Response; 2) State Goodwill

Select The Sentence With The Best Positive Emphasis

We Will Complete The Process By Friday

establishing presence

commanding attention, garnering respect for your ideas, engaging your listeners, & even inpiring audience to action

PR

the mgmt funct. that establishes & maintains mutually beneficial relationships btwn org & the various publics on whom its success depends * fundamentally about BUILDING RELATIONSHIP w/employees, customers, communities, the media & other stakeholders * a primary goal of relationship building is to improve corp. rep. or credibility

scarcity

the principle of influence whereby people think 0there is limited availability of something they want or need, so they must act quickly

likelihood

relates to the probability of the bad event occurring

Typically, Paragraphs In Routine Business Messages Have

40-80 Words.; Typically, Paragraphs In Business Messages Should Contain 40 To 80 Words. For Routine Messages, Paragraphs As Short As 20 To 30 Words Are Common And Appropriate.

What Is A Cluster Diagram, And When Might It Be Useful? (Obj. 1)

A Cluster Diagram Is A Drawing Of All The Ideas That Pop Into A Writer'S Mind About A Topic. This Technique Is Useful In Generating Ideas For A Long, Complex Writing Task On Which The Writer Is Having Trouble Getting Started. (Textbook, P. 115)

The Team That Is Planning The Annual Company Sales Meeting Has Members In Several Offices. They Need To Have A Conversation About The Agenda For The Sales Meeting. Which Of The Following Will They Most Likely Use?

A Conference Call

What Type Of Power Is Granted To Managers By Employees Because The Employees Determine The Managers Are Worthy Of It? (A) Expert And Identity, (B) Expert And Power, (C) Power And Position,(D) Identity And Position.

(A) Expert And Identity

When Employees Are Not Confident In Their Abilities Or Do Not Trust Their Manager, They Are Likely To Be Ineffective With (A) A Democratic Leader, (B) An Open Leader, (C) An Autocratic Leader

(B) An Open Leader

A Democratic Leader (A) Makes All Of The Decisions, (B) Lets Each Employee Decide How Work Will Be Done, (C) Encourages Shared Decision-Making, (D) Does Not Make Decisions.

(C) Encourages Shared Decision-Making

If Some Employees Do Not Seem To Enjoy Their Work, A Manager Can (A) Ignore The Problem Because The Attitudes Will Change, (B) Punish Them By Giving Them Tasks They Dislike, (C) Find Opportunities To Involve The Employees In Decisions, (D) Tell Them To Change Their Attitude Or They Will Be Terminated.

(C) Find Opportunities To Involve The Employees In Decisions

Use Active Voice

- The Door-Action-Object Allows For Faster Processing Because Most Peoples Natural Thinking Occurs In This Way; - It Also Emphasizes The Business Orientation Of Action; - Most Important, It Specifies The Doer

Improving Ease Of Reading With Navigational Design

- Your Primary Goal For Document Design Is Making Your Message Easy To Navigate ; - Headings; - Highlighting; - Lists; - White Space; - Simplicity

interpersonal communication process

-(diagram) the exchange of verbal and nonverbal messages between people; includes meaning, encoding, and decoding -a conversation between two people has more than just talking going on, each person is encoding their message verbally and nonverbally while the other is decoding the message and putting meaning to it based on their experiences -this process is important to understand since just because you know what you're saying and how you mean to say it doesn't mean others are understanding it that way; a lot of things can get in the way like noise and personal experiences

Paying Attention

--This Step Involves Devoting Your Whole Attention To Others And Allowing Them Enough Comfort And Time To Express Themselves Completely. ; --As Others Speak To You, Try To Understand Everything They Say From Their Perspective; --Requires Active Nonverbal Communication

Buzzwords

-Don'T Distract Your Readers With Overused Or Out-Of-Place Words Or Phrases; -Workplace Terms That Become Trite Because Of Overuse; - Can Stir Negative Feelings Among Some Readers

Use Headings

-In Information-Rich And Complex Messages, Heading Can Help Your Readers Identify Key Ideas And Navigate The Document To Areas Of Interest. ; - As You Create Heading And Subheadings, Be Consistent In Font Style And Formatting Throughout Your Document

Characteristics Of Shorter Reports

-Little Need For Introductory Information; -Predominance Of The Direct Order (Getting To The Point Quickly); -A More Personal Writing Style (Using I, We, You); -Less Need For A Structured Coherence Plan (Doesn'T Really Need A Format)

Components Of Claims

-Make Claim; -Provide Rationale ; -Call To Action (Specific Request); -State Goodwill

Components Of Claims

-Make Claim; -Provide Rationale; -Call To Action; -State Goodwill

Components Of Routine Messages

-State The Primary Message (10 Words Or Fewer); -Provide Details In Paragraphs 20-80 Words; -Restate The Request Or Key Message In More Specific Terms; -State Goodwill

Be Specific

-The More Specific You Are, The More Likely Your Readers Are To Have Their Questions Answered. ; - If You Are Not Specific, Your Readers May Become Impatient And Begin Scanning And Skimming For The Information They Want.

Learner Mind-Set

-You Show Eagerness To Hear Others' Ideas And Perspectives And Listen With An Open Mind; -You Do Not Have Your Mind Made Up Before Listening Fully.

motivational value systems (blue/red/green/hub)

-a blend of primary motives of nurturing (blue), directing (red), and autonomizing (green); shows how often these motives guide a person's actions -example? -the MVS is important because knowing how people are motivated will help you communicate and work with them

components of internal persuasive message

-acknowledging necessary simple rules always convinces audiences: attention (overview of a business problem), need (description of problem), solution (description of how idea or policy addresses problem), rationale (elaboration of why idea or policy is best option), appreciation (appreciation for decision makers' perspectives and resistance to ideas), action (recommendations for course of action or further discussion) -example? -knowing how to properly structure an internal persuasive message is important because it will help get your ideas out to others better and let them know you've thoroughly thought this through

active and passive email incivility

-active incivility involves direct forms of disrespect while passive incivility involves indirect forms of disrespect -examples of active incivility are being condescending, demeaning or hurtful; examples of passive incivility are not acknowledging receipt of emails, not replying to emails, and using emails for time-sensitive messages -incivility needs to be watched for because it can lead to lower job satisfaction and lower organization commitment

AIM process

-audience analysis involves thinking about the needs and values of your audience; idea development is identifying, analyzing, and clarifying business problems and objectives; and message structuring is about framing and setting up the structure and logic of the message -example? -the AIM process is important because it helps speakers consider how their audience will react to their message, how to work through building their ideas, and how to properly structure their message

principles for using slides

-avoid turnout out the lights, don't start the slides right away, speak to your audience, interpret slides, preview before showing, use remotes, avoid standing in front of the slide projection, use blank slides strategically -example? -knowing these principles will help you keep the focus on you and not the slides; they're there to help people work through and retain the info

components of indirect bad-news messages

-buffer, provide rationale, bad news, explain impacts, focus on future, goodwill -example? -knowing which way is more appropriate for your situation and audience is important because it can make or break your delivery

characteristics of high-performing teams

-building culture around value, norms, and goals; embracing differences; meeting often; providing positive feedback; learning members styles and preferences; having a sense of common purpose -a high-performing team will accept other members, have agreed upon goals, and meet often -these characteristics are important because it's important for members to listen to each other and take the time to understand other members

Guidelines for Bad-News Messages

-deliver the bad news in a timely manner -choose the right mix of channels -sympathize with the bad-news recipients and soften the blows -provide simple, clear rationale -explain immediate impacts -focus on solutes and long-term benefits -show goodwill

principles for developing slides

-ease of processing, limit info, readable, focus on key info, use high-contrast backgrounds and colors, compelling visual aids -example? -slides are an important part of a presentation because they allow the audience to visually see your info

Components of INDIRECT Bad-News Messages

-erase with a buffer -provide a rationale -deliver the bad news -explain impacts -focus on the future (as appropriate) -show goodwill -show concern

difficult conversations

-principles: find common ground, use learner standpoint, stay calm, disagree diplomatically, embrace these conversations, assume good intentions, don't exaggerate; steps: declare your intent, listen to their story, tell your story, create a shared story -by following the principles of handling a difficult conversation, an employer can turn an uncomfortable bad performance review into something constructive and positive -important because difficult conversations can't be avoided forever and this is a way to have the best outcome from them

digital message overload

-receiving and sending too many messages that interrupt your workflow and distract you -checking your email every time you hear a notification for it, which draws attention away from your work -this is important to manage because it can be very costly to productivity and leads to unfocused work

richness

-richness of communication involves the level of immediacy (how quickly someone can respond and give feedback) and the the number of cues (social, verbal, and nonverbal) available -face-to-face communication is considered the richest since it's immediate and you have access to multiple cues -richer communication is important because it leads to more trust, understanding, and commitment

STAR method

-situation where you created a positive outcome; tasks you were assigned as part of a process; actions you took that led to outcome; results that occurred -the STAR method helps you explain a success story related to an interview question -the STAR method is important because it's a direct way to tell interviewers your best qualities, framed in a positive story of an experience you had

I-statements

-statements beginning with I think, I feel, or I believe -I think we should edit down the second paragraph -they're important because they take blame out of the statement and are formed more as an opinion

Two Types Of Revisions To Achieve More Effective Action Verbs

1) Find Nouns That You Can Convert To Action Verbs. Ex: Have A Meeting Becomes Meet Or Have A Discussion Becomes Discuss.; 2) Find Forms Of The Verb To Be (E.G., Be Verbs Such As Is, Are, Am) And Convert Them To Action Verbs. Ex: Sunrise Is A Great Place To Open A Franchise With Becomes Sunrise Provides Great Opportunities For Franchises

Use Visuals without Losing Focus on You

1. Avoid Turning Out the Lights in Most Cases 2. Don't Start Your Slides Right Away 3. Speak to Your Audience, Not the Screen 4. Interpret, Don't Read Your Slides 5. Preview the Slides before Showing Them 6. Use a Remote Control to Advance Slides When Possible 7. Avoid Standing in Front of the Slide Projection 8. Use Blank Slides Strategically

4 Points In The General Outline For A Trip, Convention, And Conference Report

1. Begin By Identifying The Event And Previewing The Topics You Will Discuss; 2. Summarize In The Body 3-5 Main Points That Might Benefit Reader; 3. Itemize Your Expenses On A Separate Sheet; 4. Close By Expressing Appreciation, Suggesting Action, Or Synthesizing The Value Of The Trip/Event

How To Present A Correlation As A Possible Relationship

1. By Using Cautious Statements Followed By Explanations ; 2. It Will Gain You Credibility And Allow Readers To Make Their Own Decisions ; 3. "The Data Suggest That Beginning Salaries Are Related To Years Of Education"

Investigative Reports

1. Deliver Data For Specific Situations Without Offering Interpretation Or Recommendations ; 2. Nonrecurring Reports ; 3. Generally Arranged Using The Direct Strategy With 3 Segments

Analyzing Data To Arrive At Conclusions: General Info

1. Each Conclusions Relates To The Initial Report Problem ; 2. Many Report Writers Explain The Conclusion Section By Explaining Each Item And Citing Supporting Evidence ; 3. List Each Item Separately And Use Balanced Sentence Structure

relaxation techniquest to manage nervousness

1. Engage in Relaxation Techniques 2. Become Aware of Your Breathing 3. Practice Visualization 4. Focus on Friendly Faces Initially to Gain Composure and Confidence 5. Watch Your Food and Beverage Intake 6. Get Comfortable with Audience Members before Starting Your Presentation

Time

1. Establishing A Chronology Of Events ; 2. Beware Of Overusing As Organizational Method; 3. Tend To Be Boring, Repetitious, And Lacking In Emphasis

Convention

1. Follows A Prescribed Plan That Everyone Understands; 2. Management Gets Exactly The Info It Needs In An Easy To Read Form ; 3. Simplify The Task Of Organizing

What are the types of voice in persuasive messages?

1. You-voice 2. We-voice 3. I-voice 4. Impersonal Voice

3 aspects of bad news impacting delivery approach

1. severity 2. controllability 3. likelihood

In Developing Business Messages, The Stage During Which You Step Back To See Whether You Have Expressed Your Ideas Concisely And Clearly Is The

Completing Stage

Because She Wants To Be Promoted Into A Management Position, Jessica Is Taking Business Courses At Her Local Community College Is An Example Of A ____________________ Sentence.

Complex

Examples Of Active And Passive Voice:

Active: Doer As Subject + Verb + Object; Passive: Object As Subject + Be Verb + Verb + Doer (Optional); Active: Sunrise Provides Free Training For Up To Three People For Each New Store.; Passive: Free Training Is Provided For Up To Three People For Each New Store.

advantages / disadvantages of bad news in verbal form

Advantages: * can use & observe nonverbal cues * can more easily demonstrate intentions *can more effectively clarify & explain bad news * can respond to concerns immediately Disadvantaes: * may hinder effective delivery, interpretation, & discussions of bad news due to strong emotions * require more time * less able to document bad news * less able to provide direction that bad news recipeints can reference later

Creating Announcements

Announcements:; -Updates To Policies And Procedures, Notices Of Events, And Other Correspondences That Apply To A Group Of Employees And/ Or Customers

4. Appendix (Or Bibliography)

Appendix: Something Appended (Attached) To The Main Report - Supplementary Information That Supports The Body Of The Report (Summary Tables, Working Papers, Additional References, Etc)

Tone And Style In Persuasive Messages

Apply The Personal Touch, Use Action-Oriented, Lively Language, Write With Confidence, Offer Choice, And Show Positivity. Messages Must Be Confident And Positive, But Avoid Hype And Exaggeration.

Probing Questions

Are Intended To Analyze A Business Problem From Every Angle In Order To Uncover Its Root Causes.

Claims

Are Requests For Other Companies To Compensate For Or Correct The Wrongs Or Mistakes They Have Made

Nonlistening Behaviors

Are Those Actions That Prematurely Deflect Attention From Speakers Or Prevent Them From Completely Expressing Their Ideas And Feelings.

Announcements

Are Updates To Policies And Procedures, Notices Of Events, And Other Correspondences That Apply To A Group Of Employees And/Or Customers

Which of the following questions is most likely to be used by you while reviewing your bad-news message to evaluate the "access" aspect of the FAIR test?

Are my motives clear, or will others perceive that I have a hidden agenda?

Which Of The Following Is A Strength Of Introverts?

Asking Thoughtful, Important Questions

What Is The Major Difference Between Bad-News Messages For Customers And Those For Other People? (Obj. 4)

Bad-News Messages For Customers May Include Resale Or Sales Promotion Emphases. (Textbook, P. 253)

Appreciation Messages

Begin Letter With Expression Of Thanks, Provide Quick Rationale For The Thanks, And End With A Statement Of Goodwill

What Are Three Possibilities In Handling The Salutation For An E-Mail Message? (Obj. 2)

Begin With Dear Lisa. ; • Begin With Greetings. ; • Skip A Salutation And Use The Name Of The Receiver In The First Sentence.; (Textbook, P. 161)

What Is Coherence, And How Is It Achieved? (Obj. 5)

Coherence Exists When One Idea Leads Logically To Another; Sentences Are Coherent When They Stick Together. To Achieve Coherence, ; • Sustain A Key Idea ; • Use Pronouns And Demonstrative Adjectives (This, That, These, Those) ; • Dovetail Sentences ; • Use Transitional Expressions. ; (Textbook, P. 127)

Javier And Carol Have Never Worked Together Before. When They Exchange Texts About Setting Up A Time To Discuss A Mutual Project, Javier Texts, "I Look Forward To The Meeting." Carol Replies, "Gr8. Ttyl." What Would You Suggest To Make Their Communication Go More Smoothly?

Both Javier And Carol Should Adjust Their Style To Be More Like Each Other'S.

How Are The Structure And Formatting Of E-Mail Messages And Memos Similar And Different? (Obj. 2)

Both Messages Are Structured Similarly Following The Same Plan For Developing A Subject Line, Opening Statement, Body, And Closing. In Regard To Formatting, Both Provide Guide Words At The Top. The Guide Words In E-Mail Messages Are Supplied By The E-Mail Program And May Vary. Memos Do Not Include Salutations Or Complimentary Closes, But These Elements Are Often Included For E-Mail Messages. In Both Messages, Writers Strive To Enhance Readability With Graphic Highlighting Techniques. (Textbook, Pp. 158-163)

Problem-Solving Meetings

Brainstorming About How To Address And Solve A Particular Work Problem

Shared Story

Combining Yours And Others' Experiences, Perspectives, And Goals Into A Shared Approach To Work

What Are Some Of The Dangers Of E-Mail In The Workplace? (Obj. 3)

Careless E-Mail Users Do Little Editing Or Proofreading. They May Use Emotional Language And Forget That Their Messages Are Not Private But Can Show Up In Embarrassing Places. E-Mail Is Also Dangerous If Used On The Job For Surfing, Chatting, Shopping, Or Exchanging Personal Messages. It'S Dangerous For Employers Who Can Be Charged With Sexual Harassment, Copyright Infringement, And Defamation. Employers Also Must Worry About Viruses From Personal Files And The Loss Of Sensitive Organizational Information. (Textbook, Pp. 164-168)

I'Ve If The Greatest Drawbacks To Using Podcasts In Business Is The

Challenge Of Scanning Back And Forth To Find Specific Parts Of The Message

Components Of Claims

Claims Are Requests For Other Companies To Compensate For Or Correct The Wrongs Or Mistakes They Have Made. ; 1) Make Claim-State Claim Immediately And What You Expect The Company To Do For You.; 2) Provide Rationale-Body Of Message; 3) Call To Action-Specific Request; 4) State Goodwill; Facts First, Emotions Second.

Blake Has Just Written An E-Mail Message To His Colleagues. Before Sending It, He Wants To Make Sure That His Colleagues Will Immediately Understand The Message. What Is Blake Checking For?

Clarity

One Important Part Of The Revising Process Is To Test For ________ To Make Sure That Your Message Will Be Immediately Understood By The Reader.

Clarity

_____ Such As Exception To The Rule And Pass With Flying Colors Are Expressions That Have Become Exhausted By Overuse And That Can Be Difficult To Explain, Especially To Those Who Are New To Our Culture.

Clichés

Liliana Must Be Able To Access Her Company'S Accounting Records And Accounting Software From Remote Locations. What Technology Will Allow Her To Store And To Access Data And Software Application In Remote Network Clusters?

Cloud Computing

Why Should The Proofreading Process For Routine Documents Differ From That For Complex Documents? (Objs. 4 And 5)

Complex Documents Should Be Set Aside For A Breather Before They Are Proofread Because They Are Usually Longer. Since They Are Longer, Errors Involving Numbers, Facts, And Other Data Are A Distinct Possibility. Be Sure To Allow Adequate Time For The Proofreading, Reduce Reading Speed, And Read The Document At Least Three Times—For Word Meaning, For Grammar/Mechanics, And For Formatting.

Component

Components Such As Location, Geography, Division, Product Or Part ; Works Best When Classification Already Exists

"Our Servers Are But Dependable, And Our Antivirus Protection Is Out Of Date" Is A

Compound Sentence

Researchers Can Draw Various Conclusions From A Set Of Data. How Do You Know How To Shape Conclusions And Recommendations? Why? (Obj. 2)

Conclusions And Recommendations Should Reflect The Original Assignment. What Do The Data Mean In Terms Of Solving The Original Problem? Conclusions And Recommendations May Be Shaped To Agree Or Disagree With The Goals Of The Person Or Organization Authorizing The Report. Generally, Researchers Strive To Be Objective. They Avoid Letting Preconceptions Colour Their Reasoning. But The Conclusions Drawn Depend Greatly On The Viewpoint Of The Researcher And The Organization'S Goals.

The principle of persuasion based on the ideas that people tend to follow through once they make an explicit commitment.

Consistency

Progress And Interim Reports:

Describe Work Completed, Anticipated Problems, And Discuss Future Activities

Describing Responsibilities Means

Designating Tasks And Work Outcomes To Certain Employees.

Which Of The Following Statements About Digital Media In The Workplace Is Least Accurate?

Desktop Computers Are Still The Most Popular Choice In Most Business Offices.

Developing Routine Messages

Developing Routine Messages Quickly Does Not Mean Abandoning The Writing Process Of Planning, Drafting, And Reviewing

Nothing is implied; you begin with an idea or argument and then provide the supporting reasons.

Direct & Explicit

When You Know Your Audience Will Be Receptive To Your Message, It Is Generally Best To Organize It Using A

Direct Approach

An Organizational Pattern That Presents The Main Idea Followed By Details, Explanation, And Evidence Is The

Direct Organizational Pattern.

Briefly Describe The Standard Structure Of E-Mail Messages And Memos. (Obj. 2)

E-Mails And Memos Both Contain An Informative Subject Line That Summarizes The Message, An Opening That Reveals The Main Idea Immediately, A Body That Explains And Justifies The Main Idea, And An Appropriate Closing. (Textbook, Pp. 158-159)

Components Of Apologies

Effective Apologies Achieve Several Important Results. First, They Help Repair Working Relationships So That You Can Refocus On Solving Problems Together. Secondly They Can Rebuild Your Reputation. ; 1) Make Acknowledgement -Of Mistake Or An Offense. ; 2) Express Regret-For Harm Caused.; 3) Take Responsibility-Acceptance Of Responsibility.; 4) Offer Commitment-That The Offense Will Not Be Repeated.; 5) State Goodwill; Should Be Timely And Sincere. Effective Apologies Must Be Sensed As Sincere, Genuine, And Acting Without An Agenda. They Will Likely Restore And Enhance Your Company'S And Your Personal Credibility.

For General Business Messages, Your Writing Should Be Geared To Readers At The

Eighth To Eleventh Grade Level

Which Of The Following Should Be Included In An Agenda?

Expected Outcomes

According To A Recent Study, Workers Exposed To A Constant Barrage Of Email, Im, And Phone Calls

Experienced An Average 10 Point Drop In Their Functioning Iq

Approximately How Much Of The Total Composition Time Should Be Spent Revising, Proofreading, And Evaluating? (Obj. 1)

Experts Recommend Spending Half Of The Total Project Time Revising, Proofreading, And Evaluating. (Textbook, P. 136)

Expectations

Explain Overall Expectation, Describe Responsibilities, Provide Deadlines, Discuss Coordination, State Goodwill. Setting Expectations Is Directly Tied To Your Credibility And Ability To Foster Interpersonal Trust In The Workplace.

Which of the following guidelines makes a presentation effective?

Explain and elaborate on the content in your slides.

Statements that provide full and unambiguous meangings

Explicit Writing

Sympathy

Express Sympathy, Offer Support, And State Goodwill. Can Help Peers Cope With Personal Grief And Pain. Must Be Sincere.

Companies Should Respond To Every Comment Left By Customers On Social Media Sites

F

Why Should Communicators Avoid Openings Such As There Is? (Obj. 2)

Fillers Such As There Is And It Is Are Wordy And Add No Meaning To Sentences. Usually Sentences Can Be Rewritten To Achieve More Direct Openings. (Textbook, P. 138)

Which Of The Following Involves An Act Or Thought Process Committed By The Sender Rather Than The Receiver Of An Email?

Flames; In Some Cases, People'S Sense Of Freedom Online Leads To Flames, Which Are Emails Or Other Digital Communications In Which The Sender Communicates "Hostile Intentions Characterized By Words Of Profanity, Obscenity, And Insults That Inflict Harm To A Person Or An Organization."

When You Are Critiquing Or Correcting, It Is Best To

Focus On What The Person Can Do To Improve

Solution-Oriented Questions

Focuses On How To Overcome Business Problems

Which of the following will help you manage your nervousness before your presentation?

Focusing on friendly faces initially to gain composure and confidence

What Are Four Goals When A Business Communicator Delivers Bad News? (Obj. 1)

Following Are Four Goals Of The Communicator When Delivering Bad News: ; •Make The Reader Understand And Accept The Bad News. ; • Promote And Maintain A Good Image For The Organization As Well As The Writer. ; • Make The Message So Clear That Additional Correspondence Is Unnecessary. ; • Avoid Creating Legal Liability Or Responsibility. ; (Textbook, Pp. 242-243)

List Two Strategies For Managing Your Research Data. (Obj. 6)

Following Are Strategies For Managing Research Data: •Saving Sources To Disk ; • Copying And Pasting ; • Printing Pages ; • Creating Favourites Lists And Bookmarks ; • E-Mailing Documents ; (Textbook, P. 290)

List Four Or More Techniques For Proofreading Complex Documents. (Obj. 5)

Following Are Techniques For Proofreading Complex Documents: ; •Set Aside The Document For A Day. ; • Proofread A Printed, Double-Spaced Copy. ; • Allow Adequate Time To Proofread. ; • Be Prepared To Find Errors. ; • Read The Message Twice—Once For Word Meanings, Once For Grammar/Mechanics. ; • Reduce Your Reading Speed. ; • Have One Person Read To Another. ; • Use Standard Proofreading Marks To Indicate Changes. ; (Textbook, Pp. 145-146)

While Conducting The Fair Test, Which Of The Following Questions Will Help You Analyze Whether Your Message Demonstrates Respect For The Inherent Worth Of Your Audience?

Have You Shown That You Value Others?

Jerry, The Ceo Of Turbo Inc., Is A Successful Business Leader With A Reputation For Caring. Which Of The Following Statements Would Prove This?

He Strives To Understand The Interests And Aspirations Of His Employees.

In The Course Of Creating An Effective Business Message, Excellent Business Thinkers Are Most Likely To

Identify And Articulate Key Questions And Problems.; Excellent Business Thinkers Possess A Number Of Characteristics. First, They Clearly And Precisely Identify And Articulate Key Questions And Problems. Second, They Gather Information From A Variety Of Sources. Third, They Make Well-Reasoned Conclusions And Solutions. Fourth, They Remain Open To Alternatives To Approaching And Reasoning About The Business Problem—That Is, They Are Mentally Flexible.

What To Do About The Junk E-Mail Epidemic? (Obj. 3)

Here Are Some Ideas: ; • Legislation. In Some Cases, Existing Legislation May Be Applicable. Information On How Provisions In The Personal Information Protection And Electronic Documents Act (Pipeda), The Competition Act, And The Criminal Code Of Canada Can Be Used To Combat Spam Can Be Found In "Stopping Spam: Creating A Stronger, Safer Internet" (May 2005), Available Through Industry Canada. ; • Public Education. With More Awareness That Spam Has The Potential To Cripple Or At Least Seriously Hamper This Important Communication System, Perhaps The Public Would Put Pressure On Legislators, The Communication Industry, And The Big Software Companies To Do Something To Get This Epidemic Under Control. The Canadian Anti-Fraud Call Centre (Http://Www.Phonebusters.Ca) Offers Tips To Combat Spam, Spyware, And Phishing (See Below). ; • Industry Actions By Internet Service Providers. According To Information At Www.Antiphishing.Org, "Phishing Attacks Use 'Spoofed' E-Mails And Fraudulent Web Sites Designed To Fool Recipients Into Divulging Personal Financial Data Such As Credit Card Numbers, Account Usernames And Passwords, Social Insurance Numbers, Etc. By Hijacking The Trusted Brands Of Well-Known Banks, Online Retailers And Credit Card Companies, Phishers Are Able To Convince Up To 5% Of Recipients To Respond To Them." An Eweek Article Says, "The Main Way Spam, Viruses And Phishing Attacks Succeed Is By Spoofing Senders' Addresses In E-Mail Messages. A Recent Study By The Anti-Phishing Working Group (Www.Antiphishing.Org) Found That 95 Percent Of All Spam And E-Mail Fraud Is Propagated Through Forged E-Mail Addresses. ; • Software Solutions. Examples Can Be Found By Keying In The Search Phrase "Anti-Spam Software" At Google (Http://Www.Google.Ca).

In What Ways Do You Imagine That Writing On The Job Differs From The Writing You Do In Your Academic Studies? Consider Process As Well As Product. (Obj. 1)

Here Are Some Of The Ways That Writing On The Job Differs From Writing In Academic Studies: Audience, Goals, Deadlines, Outcomes, Feedback, And Collaboration. ; In School, The Audience For An Assignment Is Generally Just One Individual, The Professor. On The Job, The Audience May Be Customers, Peers, Superiors, Or Subordinates. Many Messages Will Have Multiple Audiences, Some Of Whom Are Unknown To The Sender. Encourage Students To Discuss What Effect Different Audiences Will Have On A Person'S Writing. Discuss How The Goals Of Student Term Papers And Other Assignments Are Different From The Goals Of Letters To Customers, Memos To Colleagues, And Reports To Management.

Selecting Graphics (Obj. 6)

Identify The Best Kind Of Graphic To Illustrate The Following Data. ; A.Figures Showing The Process Of Delivering Electricity To A Metropolitan Area. Flow Chart ; B.Data Showing The Academic, Administrative, And Operation Divisions Of A College, From The President To Department Chairs And Division Managers. Organization Chart ; C.Figures Showing The Distribution Of West Nile Virus In Humans By Province. Map ; D.Percentages Showing The Causes Of Forest Fires (Lightning, 73 Percent; Arson, 5 Percent; Campfires, 9 Percent; And So On) In The Rocky Mountains. Pie Chart; Possibly Bar Chart ; E.Figures Comparing The Costs Of Cable, Dsl, And Satellite Internet Service In Ten Major Metropolitan Areas Of Canada For The Past Ten Years (For A Parliamentary Investigation). Table

Common Types Of Incivility In The Work Place

Ignoring Others; Treating Others Without Courtesy; Disrespecting The Efforts Of Others; Disrespecting The Privacy Of Others; Disrespecting The Dignity And Worth Of Others

Provide the rationale for a request before making the specific request; can be implied.

Indirect & Implicit

Clip Art

Is Not Copyrighted

Should All Reports Be Organized So That They Follow The Sequence Of Investigation—That Is, Describing For The Reader The Initial Problem, Analysis Of Issues, Data Collection, Data Analysis, And Conclusions? Why Or Why Not?

Like Letters And Memos, Reports May Be Organized Directly Or Indirectly. The Reader'S Expectations And The Content Of A Report Determine Its Pattern Of Development. Corporate Annual Reports May Have Some Parts Developed Directly While Other Parts Are Arranged Indirectly. Reports Should Be Organized For The Convenience Of The Reader. Determine And Then Implement The Most Appropriate Pattern For The Audience Of Every Report.

Principle of influences whereby people are more likely to be persuaded by people they like.

Liking

To Make Email More Readable Do All Of The Following Except

Limit Subject Lines To Describing The General Topic Of Your Message

eye contact

Maintaining eye contact with your audience is among the most important forms of nonverbal communication. It creates an immediate sense of connection when you meet audience members eye to eye. The very act of keeping eye contact forces you to think about your listeners. It helps you evaluate and adjust your presentation as you observe your audience members' reactions. Perhaps most important, eye contact facilitates trust. Many people partially judge the truthfulness of a message from eye contact.

Apologies

Make Acknowledgement, Express Regret, Take Responsibility, Offer Commitment, State Goodwill. They Help Repair Working Relationships, And They Can Rebuild Your Reputation.

Routine Messages

Make Announcements; Express Gratitude; Convey Apologies; Make Claims; Set Expectations

The Messages That Aim To _____ Are Most Likely To Contain A Call To Action.

Make Claims; (Claims Are Requests For Other Companies To Compensate For Or Correct The Wrongs Or Mistakes They Have Made. As With Other Requests, You Should Immediately State What The Claim Is And What You Expect The Company To Do For You. You Also Will Provide A Rationale For Your Claim In The Body Of The Message And Close With A Call To Action—A Specific Request.)

The Use Of Uncommon Words In A Business Message Is Most Likely To

Make It More Difficult For Readers To Interpret The Message.; Whenever Possible, One Should Choose Short, Conversational, And Familiar Words In Business Messages So That It Is Easier For Readers To Interpret. Using Longer, Less Common Words To "Sound Smart" Rarely Pays Off. They Slow Processing And Distract From Your Message. They May Even Inadvertently Send The Signal That You Are Out Of Touch, Quirky, Or Arrogant.

Components Of All Of The Following Message Types: Requests

Make Requests, Provide Rationale, Call To Action, State Goodwill. Are The Essence Of People Coordinating Work Efforts, Buying And Selling Products And Services, And Maintaining Work Relationships.

6 Tips For Writing Recommendations

Make Specific Suggestions ; Avoid Conditional Words ; Present Suggestions As Commands; Number The Recommendations; If Requested, Describe How To Implement Recommendations ; When Possible, Arrange The Recommendations In An Announced Order

Style

Makes Your Message Easy To Read. Use Short Sentences And Paragraphs And Action- Orientated Language

Which Of The Following Is Most Likely To Be Included In The Drafting Stage Of Writing An Effective Business Message?

Making The Message Easy To Read; In Order To Create An Effective Business Message, During The Drafting Stage You Should Set A Positive And Other Oriented Tone, Make The Message Easy To Read, And Make The Message Easy To Navigate.

_____ Involves Favorable Explanations For Why Others Have Behaved In A Certain Way

Mitigating Information

Surveys

Most Common Type Primary Research; -- Ease W/Which Online Surveys Can Be Administred; * Generally Administered W/Written Questionnaires; * Most Survey Questions Are:; 1. Closed Questions; 2. Open-Ended Questions

Title Descriptiveness

Most Readers Took At Title To Grasp Mssg; -- Should Explain Primary Point; -- Must Be Short Enought For Reader To Process Quickly (<10 Words); -- Add Subtitle If Short Title Not Sufficient

The Heavy Volume Of Digital Messages Received On A Daily Basis Makes It Necessary For Business Professionals To Perform The Delicate Task Of Balancing The

Need To Respond To Others With Their Own Need To Focus On Work.; In Most Business Positions, You Need To Respond To Others As Soon As Possible. This Places You In A Delicate Balancing Act; How Can You Stay Responsive To Others Yet Stay Focused Enough On Your Own Tasks To Achieve Peak Performance?

Which Of The Following Is An Example Of An Effective, Businesslike Expression?

None Of These Choices

Which Of The Following Can Often Be Changed Into Action Verbs In An Effort To Make Your Writing More Dynamic?

Nouns And Forms Of The Verb To Be

Base Recommendations On Facts & Conclustions

One Of The Foremost Goals Of Many Reports Is To Give Good Advice; -- Business Professionals Often Fail To Sufficiently Connect Recommendations To Their Facts & Conclusions; -- If Decision Makers Are To Take Your Report Seriously & Feel Comfortable Acting On It, They Must Be Able To See Clear Connections

Select The Sentence With The Best "You" Attitude

One The Project Includes The Necessary Estimates, We Can Proceed With The Project

In High-Context Cultures, _ Media Are More Often Effective Than _ Ones

Oral, Written

While Analyzing The Advantages Of Orientation Programs For New Employees, Carter Learns That These Programs Can Make New Employees More Comfortable In Their Jobs And Thus Help Them Focus On Their Work. This In Turn Increases Employee Efficiency And Reduces The Likelihood That They Will Quit Their Jobs. Which Of The Following Statements Should Carter Avoid Making Because It Exaggerates The Facts?

Orientation Programs Eliminate The Likelihood Of New Employees Quitting Their Jobs.; Claiming That Orientation Programs Eliminate The Likelihood Of New Employees Quitting Would Be An Exaggeration, Since Carter'S Analysis Only Found That It Reduces The Likelihood Of Quitting. Exaggeration Impacts Readers' Perceptions Of The Writer'S Overall Credibility As Well As The Credibility Of The Message.

Compared To Email, Instant Messaging

Others Greater Speed And Is Less Susceptible To Privacy Problems

Describe Periodic Reports And What They Generally Contain. (Obj. 4)

Periodic Reports Describe Recurring Operations, Such As Sales, Shipments, And Customer Service Calls. They Generally Contain A Summary Of Regular Activities, Irregular Events, And Special Needs And Problems. (Textbook, P. 319)

Describe The Components In Each Stage Of The 3-X-3 Writing Process. (Obj. 2)

Phase 1 (Prewriting) Consists Of Analyzing The Message, Anticipating The Audience, And Considering Ways To Adapt The Message To The Audience. Phase 2 (Writing) Involves Researching The Topic, Organizing The Material, And Composing The Message. Phase 3 (Revising) Includes Revising, Proofreading, And Evaluating The Message. (Textbook, P. 93)

Ella And Pasha Work For The Same Company In Two Different Locations. They Need To Quickly Discuss And Clarify Issues Related To A Mutual Project. Which Of The Following Should They Use?

Phone Conversations

Ella And Pasha Work For The Same Company In Two Different Locations. They Need To Quickly Discuss And Clarify Issues Related To A Mutual Project. Which Of The Following Should They Use?

Phone Conversations; Phone Conversations Are Used For One-To-One Conversations Between Parties In In Different Locations. They Constitute A Fairly Rich Communication Channel That Enables Workers To Quickly Discuss And Clarify Workplace Issues.

Avoid Empty Phrases

Phrases That Simply Fill Space Without Adding Additional Meaning.; Common In Conversations, But Not Needed For Written Messages.

Frank Is Having Difficulty Hearing The Point His Coworker Is Making Because Of Loud Hammering Outside The Window. What Type Of Noise Is Frank Experiencing?

Physical

What Is The Major Advantage Of Using A Pie Chart To Illustrate Data? (Obj. 7)

Pie Charts Help Readers Visualize A Whole And The Proportion Of Its Component Parts. (Textbook, P. 300)

Which Of The Following Statements About Stereotyping Is True?

Popular Culture Plays An Important Role In The Formation Of Negative Stereotypes

People From Low Uncertainty Avoidance Cultures

Prefer Informality In Most Interpersonal Business Interactions.; Uncertainty Avoidance (Ua) Refers To How Cultures Socialize Members To Feel In Uncertain, Novel, Surprising, Or Extraordinary Situations. People From Low Uncertainty Avoidance Cultures Prefer Informality In The Most Interpersonal Business Interactions.

In Proofreading, What Major Psychological Problem Do You Face In Finding Errors? How Can You Overcome This Barrier? (Obj. 5)

Psychologically, We Don'T Want To Find Our Own Errors. To Overcome This Obstacle, Develop A Mindset Of Expecting To Find Errors. Congratulate Yourself When You Do! (Textbook, P. 144)

Insert Charts & Tables To Draw Attentin To Key Pts

Purpose, 1St & Foremost, Is To Fit Into Story Line You Have Established; Should Simplify Or Clarify Complicated Numerical Info That May Bog Down You Rreader In Text

If You Have A Mildly Negative Information To Deliver As Part Of A Positive Message, You Should

Put The Negative Information In A Favorable Context

How Do Rational Appeals Differ From Emotional Appeals? Give An Original Example Of Each. (Obj. 4)

Rational Appeals Relate To Reason And Intellect. Example: The Tire Has An 80,000-Mile Warranty. Emotional Appeals Relate To Feelings. Example: The Car Will Make People Think You Have Good Taste. (Textbook, P. 230)

Web 2.0

Read-Write Web, Where Users Interact Extensively With Web Pages- Authoring Content, Expressing Opinions, And Customizing And Editing Web Content Among Other Things.

When Making A Claim Or Requesting An Adjustment, Your Closing Should Usually

Request A Specific Action Or Express Your Desire To Find A Solution

Uncertainty Avoidance

Refers To How Cultures Socialize Members To Feel In Uncertain, Novel, Surprising, Or Extraordinary Situations.

What Is The Best Advice For Writing The Body Of A Routine Request Message?

Remember That The Quality Of The Information Obtained From The Request Depends On The Clarity Of Your Inquiry.

Closed Questions

Restrict Respondents To Certain Anwers ; I.E. - Rating Scales, Multiple Choice; * Can Be More Easily Quantified & Analyzed

Describe The Three-Part Structure Of A Routine Business Letter. (Obj. 2)

Routine Business Letters Have Three Parts: ; •An Opening That Announces The Purpose Immediately ; • The Body With Details That Explain The Purpose ; • The Closing, Which Requests Action Or Provides A Courteous Conclusion ; (Textbook, P. 186)

Which Of The Following Is A Reason Why Idea Development Requires Less Time For Routine Messages?

Routine Messages Deal With Straightforward Matters.; (For Most Routine Messages, You Can Accomplish The Aim Planning Process Fairly Quickly. Because You Generally Are Working With Straightforward Matters And Your Audience Is Likely To Respond Positively, You Will Generally Not Need Much Time For Audience Analysis. Since You Are Typically Dealing With Straightforward Matters, You Don'T Need Much Time For Idea Development.)

The Less Specific You Are While Writing Your Business Messages, The Greater The Possibility That Your Readers Will

Scan And Skim Your Message.; If You Are Not Specific While Writing Your Business Messages, Your Readers May Become Impatient And Begin Scanning And Skimming For The Information They Want. If They Cannot Find That Information, They Are Unlikely To Respond To Your Message As You Intend.

Zachary Needs To Deliver A Sensitive Message To A Colleague And Decides To Deliver It Face-To-Face. Zachary Is In The Process Of

Selecting The Channel For The Message.

Aimee Has Discovered A Production Problem That Will Cause This Month'S Shipments To Be A Few Days Late. Because Her Brazilian Customers Will Need To Know About This Problem Right Away, Aimee Should

Send An E-Mail Message.

Which Of The Following Guidelines Is Helpful When Leading A Group Video Call?

Send Out Instructions About How To Use The Technology In Advance Of The Meeting.

Name Four Things To Avoid In Adjustment Letters. (Obj. 6)

Sensitive Writers Avoid The Following: ; •Negative Words Such As Trouble, Regret, Misunderstanding, Fault, Error, And So On ; • Blaming Customers ; • Blaming Individuals Or Departments Within The Organization ; • Making Unrealistic Promises ; (Textbook, P. 200)

She should use specific and simple language

Serena, a bank manager at the United Front Bank, heads the business loan department. She wants to communicate to all the long-term customs about the increase in the rate of interest by 5%. Which of the following guidelines should Selena follow while communicating this bad news to the customers?

List The Seven Steps In The Report-Writing Process. (Obj. 2)

Seven Steps In The Report-Writing Process Are ; A.Analyzing The Problem And Purpose ; B.Anticipating The Audience And Issues ; C.Preparing A Work Plan ; D.Researching Data ; E.Organizing, Analyzing, Interpreting, And Illustrating Data ; F.Composing First Draft ; G.Revising, Proofreading, And Evaluating. ; (Textbook, Pp. 278-279)

Judger Statements

Shows Being Closed Off To Hearing People Out, Shuts Down Honest Conversation

At The U.S. Division Of Bluebell Inc. The Productivity Of The Employees Is Going Down. Kinsey, The Branch Manager Conducts Thorough Research And Learns That Most Of The Employees Were Involved In Social Loafing. If He Wants To Use The Deductive Approach, How Should Kinsey Structure His Report To Senior Management?

State The Primary Message; Lay Out Supporting Reasons; Conclude With A Call To Action; Most Business Arguments Employ A Direct Or Deductive Approach. In Other Words, They Begin By Stating The Primary Message, Which Is Typically A Position Or Recommendation. Then They Lay Out The Supporting Reasons. Most Business Messages Conclude With A Call To Action.

Does Bad News Travel Faster And Farther Than Good News? Why? What Implications Would This Have For Companies Responding To Unhappy Customers? (Objs. 1-5)

Students Will Probably Respond That Bad News Does Travel Faster And Often Farther Than Good News. Why? Good News Is Not As Interesting And Doesn'T Always Provoke Action. Bad News Often Makes People Angry, And They Wish To Vent Their Anger Or Seek Revenge By Broadcasting Their Views. One Writer Claims That The Recipient Of Good News Tells About Six Other People, While The Recipient Of Bad News Tells About Eleven Other People (Mascolini, M. [June, 1994]. Another Look At Teaching The External Negative Message, The Bulletin, 45). The Implication For Companies Dealing With The Public Is To Use All Means Possible To Retain Customer Goodwill. When Revealing Bad News, Seek Ways To Soften It, Look For Alternatives, And Employ A Warm, Caring Tone.

Figures Of Speech

Such As Idioms And Metaphors, Which Contain Nonliteral Meanings, Are Generally Out Of Place Or Inappropriate In Business Writing.; Since They Are Nonliteral, They Lack The Precise Meanings Needed In Business.

Executive Summaries

Summarizes A Long Report, Proposals, Or Business Plan ; Concentrates On What Management Needs To Know From A Longer Report

Synchronous And Asynchronous Communication

Synchronous: Occurs In Real Time; The Individuals Involved Give Immediate Responses To One Another And Engage In Turn-Taking. Asynchronous: Does Not Occur In Real Time; Individuals Involved In Such Communication Can Pay Attention To And Respond To Communications At A Time Of Their Choosing.

An Effective Opener For A Message Replying To A Customer'S Request Might Be Yes, Our Retreat Facilities, Which Can Accommodate 126 People, Are Available On March 9-12, 2015.

T

Which Of The Following, When Used, Is Most Likely To Contribute To Email Chains?

The "Forward" Feature

Business Ethics

The Commonly Accepted Beliefs And Principles In The Business Community For Acceptable Behavior.

Name Five Methods For Organizing Report Data. Be Prepared To Discuss Each. (Obj. 3)

The Five Methods For Organizing Report Data Are The Following: ; •Time: Establishing A Chronology Of Events. ; • Component: Organizing Data By Components Such As Location, Geography, Department, Division, Product, Part, And So On.; • Importance: Beginning With The Most Important Information And Proceeding To The Least Important, Or Vice Versa.; • Criteria: Establishing Criteria That Readers Can Use To Judge The Information With Consistency.; • Convention: Following A Prescribed Plan That Everyone Understands. ; (Textbook, Pp. 314-315)

2. The Report Body

The Information Collected Is Presenting - The Report Body Is The Report

Executive Summary

The Report In Miniature, Serves As A Preview To The Report (But For Busy Executives, It Might Be The Only Part Of The Report That They Read) - Should Be Self Explanatory And No Need To Read Other Parts Of The Report To Make Sense.

Make Claims

The Routine Messages That Aim To ____ Are Most Likely To Contain A Rationale.

Set Expectations

The Routines Messages That Aim To____ Are Most Likely To Include Details About Deadlines.

Norming

The Team Arrives At A Work Plan, Including The Roles, Goals, And Accountabilities

Norming

The Team Arrives At A Work Plan, Including The Roles, Goals, And Accountabilities.

Rationale

The Term ____ Refers To The Reasons Why Your Product, Service, Or Idea Really Benefits Your Readers.

Design (Drafting)

Use Subject Lines And Formatting To Let Your Readers Process And Find Information Immediately

How Effective Is The Following Advice For Supervisors? "Most Bad News Doesn'T Have To Be Given To Employees. Instead, Ask Your Employees Two Open-Ended Questions: How Do You Think You Performed? And How Could You Do Better Next Time? (Obj. 5)

This Advice Is Intended To Help Supervisors Avoid The Unhappy Task Of Delivering Bad News Or Confronting Underperforming Employees. Much Of The Time This Advice Will Probably Work. Employees Almost Always Recognize A Problem And, With Encouragement, Can Figure Out What Would Have Worked Better. This Approach Demonstrates Empathy On The Part Of The Supervisor And Encourages Professionalism On The Part Of The Employee. But This Approach Doesn'T Always Work. When It Doesn'T, The Supervisor Should Be Prepared To Use Some Of The Techniques Discussed In This Chapter For Delivering Bad News.

The Best Approach For Getting Someone To Buy A Magazine Subscription From Your Charity Group Would Be To Say

This Magazine Will Keep You Informed On Issues That Affect Your Daily Life.

Why Is The Reasons-Before-Refusal Strategy Appropriate For Customers Who Are Unhappy With A Product Or Service? (Obj. 4)

This Strategy Enables The Writer To Offer Explanations While The Customer Is Still Attentive. It Enables The Writer To Be Empathic. (Textbook, P. 247)

Problem-Solving Meetings

Typically Involve Brainstorming About How To Address And Solve A Particular Work Problem.

Caring

Understanding The Interests Of Others, Cultivating A Sense Of Community, And Demonstrating Accountability.

Announcements Are

Updates To Policies And Procedures, Notices Of Events, And Other Correspondences That Apply To A Group Of Employees And/Or Customers

In Business Messages, Using Trend Such As "If," "Hope," And "Trust" Is

Usually A Bad Idea Since It Takes Away From The Writers Credibility

Which Of The Following Channels Of Communication Is Low In Planning, Is Used For Team Meetings, And Is A Richer Form Of Interacting Than Conference Calls But Typically Requires More Expensive Equipment And Careful Scheduling?

Videoconferences

Which Of The Following Channels Of Communication Is Low In Planning, Is Used For Team Meetings, And Is A Richer Form Of Interacting Than Conference Calls But Typically Requires More Expensive Equipment And Careful Scheduling?

Videoconferences; Are Used For Team Meetings. They Are A Richer Form Of Interacting Than Conference Calls But Typically Require More Expensive Equipment And Careful Scheduling. It Is Low In Planning As Messages Are Spontaneous.

Collectivists Tend To

View Themselves As Interdependent, Forming An Identity Based On That Of Their Family And Friends.

Name Five Or More Ways To Motivate Action In Closing A Sales Message. (Obj. 4)

Ways To Motivate Action In The Closing Of A Sales Message Include The Following: ; • Offer A Gift. ; • Make A Promise. ; • Offer An Incentive. ; • Limit The Offer. ; • Set A Deadline. ; • Guarantee Satisfaction. ; • Mention That The Offer Is Good Only While Supplies Last. ; Use The Strongest Motivator In A P.S. ; (Textbook, Pp. 231-232)

7.2 Document For Analysis: Weak E-Mail Message (Objs. 1-5)

Weaknesses ; •Suffers From Long Lead-In (This E-Mail Is To Inform You That). ; • Includes Wordy Compound Prepositions (Due To The Fact That, In View Of The Fact That, At This Point In Time). ; • Uses Redundant Expressions (Important And Necessary, Free And Clear). ; • Includes Opening Filler (There Are).; • Lacks Parallelism (Space, Equipment, And How You Should Schedule Employees).; • Uses Wordy Noun Phrase (Making A Consideration Of Instead Of Considering). ; • Fails To Use Bulleted Lists To Improve Readability.

You Are Preparing An Outline For Your Report On Web Security In The Workplace. Which Of The Following Should Be A Major Category For This Outline?

Web Security Threats

Brooke Is Working On A Business Proposal For A Prospective Client. What Is The Primary Question Brooke Should Ask As She Gathers Information For Her Project?

What Does The Client Need To Know About This Topic?

Learner Statements

Which Show Your Commitment To Hearing People Out. In Effective Learner Statements, You Explicitly State Your Desire To Hear Differing Opinions With Statements Such As "I Have A Different Perspective, So I Want To Understand How You See This."

rejecting a customer claim

Which of the following is an exam of a bad-news message characterized by low severity and low controllability?

Appropriate To Give Condolances

Write Sympathy Card. For Deaths State Your Support And Concern To The Person Who Has Experienced The Loss.; Make The Note Personal By Mentioning The Deceased Person By Name And Your Positive Impressions And Memories. When Possible, Handwrite Your Expression Of Sympathy On A Nice Card

Feasibility Study

Writers Study Several Courses Of Action And Then Propose The Most Feasible, Desirable One. - Helps Decision Makers Decide

Why Is Writing Shared Documents Frustrating, And What Software Tools Make The Editing Task Easier? (Obj. 4)

Writing Shared Documents Can Be Frustrating Because It'S Difficult To Identify Different Versions Of A Document And It'S Hard To Recognize Who Made What Comment Or Change On A Document. Microsoft Word Provides The Following Editing Tools To Ease Collaborative Writing: Highlight, Change Colour, Track Changes, And Insert Comments. (Textbook, P. 95)

It Is To Limit Your Use Of The Word "You" In Business Messages If

Your Organization Prefers A More Formal, Impersonal Style

social proof

a principle of influence whereby people determine what is right, correct or desirable by seeing what others do -i.e. providing stories & images on co.'s website of community members engaging a good cause sponsored by co. Stories & images how what community values & what is considered right

buffer

a stmt to establish common ground, show appreciation, state your sympathy, or otherwise express good-will * when you show sympathy to your readers, let them know you share their sorrow or touble in some part ---limit such expressions to 1 or 2 sentences, making them sincere & professional * avoid taking responsibility if you are not at fault

establishing credibility

for internal presentations: -- they have a sense of your competence, caring, character -- still provide the opportunity to change others views of you -- w/o appearing self-sering, find ways to increase your perceived credibility -- use presentation to show your thorough understanding of a business issue -- frame ideas in ways that show clear benefits to your co., its employees, & its stakeholdrs ** in every way, display honesty & openness for external presentations: -- often dealing w/people who have superficial impressions of your credebility -- you have opportunites before, during, & after your presentation to bolster you credibility DURING presentation: -- establish COMPETENCE by showing that you know your content well -- you show you CARE by connecting emotionally w/audience & adapting to theri needs -- you show your CHARACTER by bieng open & honest AFTER presentation: -- following up as appropriate w/audience members shows CARING & CHARACTER as well -- may raise issues for you to look into or ask for additional info -- comply w/these request promptly & you will establish reputation for responsiveness

validation

implies that you recognize and appreciate others' needs, wants, ideas, and preferences as legitimate and reasonable, "especially when they are different than your own." by validating your readers, you show respect for them and demonstrate a balanced perspective

reciprocation

the principle influence based on returning favors. As defined by Cialdini, "We should try to repay, in kind, what another person has provided us."

PR relationship building activities to develop credibility

the range is broad including: * lobbying * sponsoring community events * holding press conferences * setting up public speeches * organizing company tours for public & media * providing public service announcement * penning op-ed articles

focus on people

when making your speech about people -- audience members are more likely to trust your commitment to them and others: -- People like to hear about people. --Also, a strong people-focus will allow you to liven up dry facts and statistics. 1. Make People the Subject of Your Sentences 2. Introduce Colleagues and Refer to Them by Name during Your Presentation 3. Use Names of Audience Members as Appropriate

Which Of The Following Is Not An Effective Practice In Enforcing Work Rules? (A) Provide Written Copies Of All Rules To Employees. (B) Consider Special Circumstances Before Determining The Penalty. (C) Punish In Public And Praise In Private. (D) All Are Effective Practice

(C) Punish In Public And Praise In Private

Strategies To Keep In Mind Using Online Info For Business Research (Internet Searches)

* Always Evaluate Data Quality; -- Make Sure Sources Are Informed & Accurate; * Do More Than Just Google Search; -- Reputable Business & Industry Websites & Conduct Research; -- Find Online Discussions & Forums About Selected Topic; * Can Learn What Current Professionals Are Saying About A Topic; -- Search Beyond Text-Based Info; * Video & Audio Format; * Be Persistent; -- Getting Solid Info Takes Time; -- Try Many Approaches To Find Data Needed

FAIR test

* Facts --How factual is your communication? * Access --How accessible or transparent are your motives, reasoning, & info? * Impact --How does your communication impact stakeholders? * Respect --How respectful is your communication?

types of bad news

* Low severity + high controllabiliy --collegues's idea is rejected * low severity + low controllability --customer claim is rejected * med severity + high controllability --vendor chooses another supplier * med severity + low controllability --employees given fewer work hours * high severity + high controllability --employees receives poor performance rating * high severity + low controllability --employee laid off

Communicating W/Charts & Tablesterm-13

* Nearly All Business Activities & Goals Are Measured & Quantified; * Business Execs. & Mgrs. Communicate W/#S; -- Some Mgmt Experts Describe Ablility To Comm #S As A Core Managerial Competency; -- Most Mgrs Are Poor At Communicating Numercial Infor; -- Most Often They End Up Confusing & Boring Their Audience; * Most Fundamental Mistake Execs. & Mgrs Make When Communicating W/#S Is Failing To Focus On The Main Mssg, Which Tends To Be Nonnumrical; --Your Presentation'S Takeaway Mssg Should Be Your 1St & Primary Consideraton When Communicating W/Charts & Tables

Key Features To Strive For In All Reports

* Value To Decision Makers; * Percision; * Documentation; * Easy Navigation; * Objectivity

crisis responses

* act to help victims & ensure public safety --provide stress & trauma counseling * monitor the situation carefully & stay updated w/facts * provide quick, accurate & consistent comms. though all available comm. channels --tailor mssgs to each stakeholder group * An important but secondary responsibility during the response stage is to preserve an organization's reputation.

explain corrective actions

* often in intitial stages, teams have little or conflicting info * avoid making stmts about causes of crisis or chat co's exact response will be * instead, describe process co. is using to investigate situation & express co's commitment to formulating a response as soon as possible

stakeholder groups

* employees * consumers * media * govts. & regulators *gobal citizens * activists * members & volunteers * community * investors

idea development for PR mssgs

* primary goal of PR is to create distinctive brand value: 1. clarify co's brand & through discussion gain a shared sense of the brand mssgs --w/o agreement among colleages, co. may produce nonunified, perhaps even confusing mssgs 2. draw positive attention to product/services, esp. those new launced, recently improved or recently awarded or otherwise recognized --understand products/services completely & accurately --involves identifying which products/services co. intends to highlight which involves discussion of co.'s strategy for promoting various products/services --gather accurate & reliable info that tells a compelling story of what the co. has done

In the emerging Social Age, co.'s are less able to generate predicable media exposre due to?

* the shrinking options in mass advertising (esp. in tv) * the increasingly fragmented media landscape (people turning to many sources & media for info) * the growing importance of online comsumer reviews & activists blogs

Components Of Showing Appreciation

-Give Thanks; -Provide Rationale; -State Goodwill

buffer

-statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill (compliment, common ground, appreciation, neutral statement, sympathy) -sympathy: we're sorry to hear about the crack in your countertop -buffers are important because they ease the receiver into the bad news and let them know they should prepare themselves for a less-than-positive outcome

synchronous and asynchronous communication

-synchronous occurs in real time and asynchronous doesn't -synchronous communication has members give immediate responses and engage in turn-taking, while asynchronous allows members to take more time and thought in their responses -both are important because they both have strengths that add to communication and business relationships

future orientation

-the degree to which cultures are willing to sacrifice current wants to achieve future needs -countries with high future orientation are more likely to set long-term goals and anticipate unforeseen problems -future orientation is important to understand because knowing which cultures value it and which cultures don't will help you in communication with them

Order Of Least Important To Most Important Pages (First To Go-Last To Go)

1. Flyleaves; 2. Combine Executive Summary/Letter Of Transmittal (Combine Them Before Removing); 3. Table Of Contents ; 4. Delete Executive Summary/Letter Of Transmittal Combo; 5. Title Page

What is the structure of a Mass Sales Message?

1. Gain Attention 2. Generate Interest 3. Build desire 4. Call to action

What are the components of a persuasive message?

1. Gain attention. 2. Raise a need. 3. Deliver a solution. 4. Provide a rationale. 5. Validate the views, preferences and concerns for others. 6. Give counterpoints (opional) 7. Call to action.

Analyzing Data To Arrive At Conclusions: Objectivity

1. Goal Is To Remain Objective ; 2. Don'T Manipulate Findings To Achieve A Preconceived Purpose ; 3. Make Report More Objective By Using Consistent Evaluation Criteria

4 functions of social media teams

1. develop formal social media policies 2. monitor internal & external communities 3. engage online communities w/fan pgs, corp blogs, online innovation forums & meetings w/ prominent bloggers 4. act as 1st responders by acknowledging mistakes & warding off crises when negative, brand-threatening social media activities occurs

3 types of responsibilities a co. need to achieve in buildinding credebility in its relationships

1. economic responsibility (similar to competence) 2. ethical responsibility (similar to character) 3. social responsibility (similar to caring)

2 reasons NOT to minimize negative impact of bad news

1. people can't process other topics ---fixated on the potential impacts on themselves 2. people may be annoyed if you move immediately to what you consider the silver lining ---shows you are detached from their immediate needs

Announcements Should Be Designed To Let Readers Gather All Relevant Information In

10 To 15 Seconds; Formatting Is Especially Important

Table Of Content

10+ Pages; Contains All 1St-Level Headings & Sometimes All 2Nd-Level Headings; Well-Designed Table Of Contents Immediately Creates Impression You Are Organized

Proofreading In The Reviewing Stage Should Take

A Minute Or Two

Which Of The Following Is True Of Competence?

A Person'S Reputation For Competence Is Influenced By His Or Her Communication Skills.

What Is A Yardstick Report? (Obj. 5)

A Yardstick Report Examines Problems With Two Or More Solutions. To Evaluate The Best Solution, The Writer Establishes Criteria By Which To Compare The Alternatives. The Criteria Then Act As A Yardstick Against Which All The Alternatives Are Measured. (Textbook, P. 328)

7.9 Lists, Bullets, And Headings (Obj. 4)

A. Hr Plus Specializes In The Following Pre-Employment Background Reports: ; •Professional Reference Interviews ; • Criminal Reports ; • Driving Records ; • Employment Verification ; • Credit Reports ; B. In Writing To Customers Granting Loan Approval, Follow These Steps: ; 1.Announce Approval Of The Loan. ; 2.Specify The Loan'S Terms And Limits. ; 3.Discuss The Importance Of Timely Payments. ; 4.Provide A Phone Number For Assistance.; C. Our Lawyer Recommends The Following To Avoid Sexual Harassment Litigation: ; •Written Policy. Establish An Unequivocal (Or Clear) Written Policy Prohibiting Sexual Harassment Within Our Organization. ; • Training. Provide Training Sessions For Supervisors Regarding A Proper Work Environment. ; • Complaint Procedure. Arrange An Official Procedure To Hear Complaints And Investigate.

A Recent Article In A Professional Magazine Carried This Headline: "Is Letter Writing Dead?" How Would You Respond To Such A Question? (Obj. 1)

Although Correspondence On Business Letterhead Is Decreasing, Many Occasions Still Require A Professionally Typed Letter On Business Letterhead To Convey The Desired Message And Tone. The Author Of The Article Suggested That Letters Were Necessary When The Content Fall Into Any Of The Following Categories: ; •Confidential Information ; • Sensitive Issues (Such As Terminations, Disciplinary Actions, Evaluations, And Job Applications) ; • Congratulatory And Special Recognition ; • Official And Legal Information ; • Best Impression ; From Margaret H. Caddell, Is Letter Writing Dead? Officepro, 22, November/December 2003.

A Complex Sentence Is One Characterized By

Am Independent Clause And One Or More Dependent Clauses Related To It

Describe An Alphanumeric Outline. (Obj. 2)

An Alphanumeric Outline Combines Letters And Numbers. Major Components Are Identified By Roman Numerals Or Capital Letters; Subpoints, By Numbers. (Textbook, P. 117)

Components Of Announcements

Announcements Are Updates In Policies And Procedures, Notice Of Events, And Other Correspondences That Apply To A Group Of Employees And/Or Customers. One-To-Many Communications. ; 1) Gain Attention-To Prevent Employees From Ignoring Announcements, The Subject Line Must Be Specific And Create Interest. Need To Let All Readers Gather All Relevant Information In 10-15 Seconds. ; 2) Give Announcement; 3) Provide Details; 4) Call To Action (Optional); 5) State Goodwill

Feasibility Reports

Answer The Question: "Will This Plan Or Proposal Work?"; Typically Internal Reports ; Written To Advise On Matters Like Consolidating Departments, Offering Wellness Programs, Etc..

To Break Out Of The Reputation Of An Inexperienced Newcomer, You Should

Ask Your Boss For Ideas About Improving Your Professional Reputation.; To Break Out Of A Reputation As An Inexperienced Newcomer You Should Set Up A Time To Talk With Your Boss. In The Meeting, Explain Your Growth In Various Areas And Ask For Your Boss'S Ideas About Improving Your Professional Reputation.

During presentations, which of the following is a way to show support for the presenter?

Asking questions that help the presenter stay on topic

Tulip Has Been Asked To Create An Effective Business Message Aimed At Making The Employees Understand The Benefits Of Working In A Group. In The Process Of Creating The Business Message, She Studies The Background Of The Employees And Their Needs And Priorities. This Action Belongs To Which Step Of The Aim Planning Process Used For Developing Influential Messages?

Audience Analysis

Writing Process For Routine Messages

Audience Analysis; Idea Development; Message Structuring

AIM planning process for effectivly delivering bad news mssgs

Audience analysis --understand how bad news will impact others & think carefully about how best to convey it Idea development --get facts straght b4 delivering bad news & understand competing versions of events Message structuring --deliver bad news in productive manner --ease into bad news but avoid sugarcoating it

If You Do Not Have A Constant Supply Of New Information To Post On A Business Blog

Audiences Are Likely To Stop Paying Attention To Your Blog

The principle of influence whereby people follow influential figures, celebrities, and experts.

Authority

How Can Business Communicators Protect Themselves Against Litigation? (Obj. 6)

Business Communicators Can Protect Themselves Against Litigation By Becoming Aware Of Laws, Being Sensitive To How Words Are Interpreted, And Being Careful With Language. (Textbook, P. 104)

Under What Conditions Is It Important To Send Business Letters Rather Than E-Mail Messages? (Obj. 1)

Business Letters Are Important When A Permanent Record Is Required, When Formality Is Necessary, And When A Message Is Sensitive And Requires An Organized, Well-Considered Presentation. (Textbook, P. 183)

Why Is It Best To Write Most Business Letters "Backward"? (Obj. 2)

Business Letters Should Begin With The Main Idea Or Purpose Instead Of An Explanation. Most Writers Review The Background Of A Problem, Discuss The Reasons For The Action, And Then Request An Action. For Routine Business Letters, Start With The Request. (Textbook, P. 186)

Why Are Short Sentences And Short Paragraphs Appropriate For Business Communication? (Objs. 4 And 5)

Business Readers Want To See The Main Idea Immediately. Short Sentences And Paragraphs Convey Ideas Quickly And Are More Readable Than Longer Ones.

How does crisis comms. & PR mssgs impact organizational reputation?

Delivering effective crisis comms.. & PR mssgs improves your co.'s credibility: 1. COMPETENCE --shown when you implement a crisis comms plan to rapidly assist victims & stakeholders --for PR mssgs, you show ECONOMIC REPONSIBILITY when you produce excellent products/services 2. CARING --for crisis comms - it is shown when you demonstrate your genuine concern to help victims & stakeholders --for PR mssgs - you show SOCIAL RESPONSIBILITY when you give back to your stakeholder commuuinity 3. CHARACTER --for crisis comm - shown when you ensure the co. lives up to its legal & ethical responsibility --in PR mssgs, you show ETHICAL RESPONSIBILITY when you abide by high ethical values & legal standards

In Which Of The Following Stages Should You Consider Using Bullets, Numbering And Special Formatting To Highlight Key Areas?

Drafting ; (As You Draft The Message, Aim For A Helpful, Professional, And Reader-Centered Tone. Focus On Making The Message Easy To Read. Readers Expect To Understand Your Primary Message In Less Than 10 To 15 Seconds, So Use Short Sentences And Paragraphs. Design Your Message So Readers Can Find Information In Just Moments. Use Bullets, Numbering, Special Formatting, And External Links To Relevant Information To Highlight Key Ideas.)

Which Of The Following Is Most Likely To Be True Regarding The Messages That Aim To Convey Apologies?

Effective Apologies Must Focus On Others, Not You.; (Apologies Are Ineffective When They Are Vague And Cliché. For The Apology To Be Effective, Others Must Sense That The Apologizer Is Sincere, Genuine, And Acting Without An Agenda. Effective Apologies Must Focus On Others, Not You.)

When You Must Reach A Dispersed Audience Quickly, Which Media Are Most Effective

Electronic Media

Which Of The Following Communication Channels Is Low In Richness But High In Control?

Email

Principles Of Effective Resumes

Emphasize Accomplishments With Action Verbs, Quantify Accomplishments Where Possible, Position Your Most Important Contributions First, Group And Label Information To Increase Ease Of Reading, Remove Irrelevant Details, Avoid Buzzwords And Jargon, Be Exact And Avoid Any Errors, Group And Label Information To Improve Ease Of Reading, Format To Distinguish Pieces Of Information, And Select A Simple Yet Visually Appealing Layout.

Fair Test (Reviewing)

Ensure That The Message Contains All Needed Information And That It Is Entirely Correct

List Five Factors To Consider When Selecting A Communication Channel. (Obj. 3)

Five Factors To Consider Are; • Importance Of Message ; • Amount And Speed Of Feedback Required ; • Necessity Of A Permanent Record ; • Cost Of The Channel ; • Degree Of Formality Desired. ; (Textbook, P. 96)

Lindsay Is Planning A Meeting To Develop A New Procedure For Handling Employee Grievances.

Five Or Fewer Employees.

The Sentence In The Event That You Pass The Cpa Exam, Please Consider Applying Again Could Be Made More Effective By Eliminating A(N)

Flabby Expression.

At This Point In Time, Due To The Fact That, Feel Free To, And In The Near Future Are Examples Of

Flabby Expressions.

Name Three Ways To Emphasize Important Ideas In Sentences. (Obj. 4)

Following Are Three Ways To Emphasize Important Ideas In Sentences: ; •Put The Important Idea In A Short Sentence. ; • Make The Idea The Subject Of A Sentence. ; • Place The Idea At The Beginning Of A Sentence. ; (Textbook, P. 123)

Used in persuasive messages to emphasize objectively and neutrally. Overuse may depersonalize the message.

Impersonal voice

_____ Refers To A Mind-Set That Values Choice More Than Obligation.

Individualism ; Refers To A Mind-Set That Prioritizes Independence More Highly Than Interdependence. It Emphasizes Valuing Choice More Than Obligation.

When Faced With An Ethical Dilemma, What Is The First Question You Should Ask

Is The Action I Am Considering Legal?

Tools for PR mssgs: Info Age v. Social Age Audiences

Info Age: * Tone --formal & professional --authoritative & expert-based --planned & professional * Tools --online media kits & newsrooms (press releases & responses to press inquiries) --e-newletters & e-blasts --online media databases --internet wire distribution services (PR newswire, business wire, video news release/video on deman) Social Age: --less formal & social --authentic & transparent --spontaneous, conversational, & personal * tools --corp blogs & microblogs --corp social networking pgs --online forums (online & in person) w/key stakeholders --meetings w/influencial & online activists

How Do Informational And Analytical Reports Differ? (Obj. 1)

Informational Reports Typically Present Data Without Analysis Or Recommendations. Analytical Reports Provide Data, Analyses, And Conclusions. If Requested, Recommendations Are Also Provided. (Textbook, P. 273)

Angelica Has Been Asked To Learn How Many Pedestrians Walk By A Specific Location That Her Company Is Considering For A New Sporting Goods Retail Shop. Probably The Most Useful Way To Research This Information Would Be By

Investigating Primary Sources.

Which Of The Following Is True About The Placement Of A Primary Message In An Email?

It Is Never Placed In A Signature Block In An Email.; (The Primary Message Should Have Ten Words Or Fewer, And You Should Typically Place It In The Subject Line Of Your Email To Immediately Capture Attention. Furthermore, The Primary Message Should Appear In The First Sentence Or Two Of The Message And Again In The Closing If Your Message Is Several Paragraphs Long. But, You Would Never Place The Primary Message In The Signature Block Of Your Email.)

Why Should A Writer Avoid An Expression Such As "We Expect The Executive Committee To Give Authorization To The Merger"? (Obj. 3)

It Uses A Noun (Authorization) Instead Of The More Forceful Verb Form (Authorize). Avoid Converting Verbs Into Nouns. (Textbook, P. 140)

If You Have Negative Comments To Express Regarding The Qualifications Of A Job Candidate, It Is Best To

List The Shortcomings As Areas For Improvement

The Use Of Uncommon Words In A Business Message Is Most Likely To

Make It More Difficult For Readers To Interpret The Message.

What Tone Should Managers Avoid In Writing Procedure Or Information E-Mail Messages And Memos? (Obj. 4)

Managers Should Avoid Sounding Like Dictators Or Autocrats. To Achieve Employee Cooperation, They Should Avoid Making Accusations And Fixing Blame. They Should Explain Changes, Give Reasons, And Suggest Reader Benefits Where Possible. (Textbook, P. 170)

Attempting to influence others through deception so that you can achieve your own interests.

Manipulation

Mark, the production manager at Flying Horses Inc., has decided to lay off a few employees due to decreasing demand for the firm's products. Which of the following will be the best way for Mark to convey his decision?

Organizing a meeting with the employees and sending a follow-up memo.

While Analyzing The Advantages Of Orientation Programs For New Employees, Carter Learns That These Programs Can Make New Employees More Comfortable In Their Jobs And Thus Help Them Focus On Their Work. This In Turn Increases Employee Efficiency And Reduces The Likelihood That They Will Quit Their Jobs. Which Of The Following Statements Should Carter Avoid Making Because It Exaggerates The Facts?

Orientation Programs Eliminate The Likelihood Of New Employees Quitting Their Jobs.

To Keep Their Writing Natural And Engaging, Business Writers Should Avoid

Out-Of-Place Words.; To Keep Your Writing Natural And Engaging, Make Sure You Do Not Distract Your Readers With Overused Or Out-Of-Place Words Or Phrases. Buzzwords, Which Are Workplace Terms That Become Trite Because Of Overuse, Can Stir Negative Feelings Among Some Readers.

Implies that your influences and communication with someone whose thoughts or feelings about something are different than yours.

Persuasion

In All Business Messages, Communicators Should Ideally Aim To

Project Concern For Others. ; And Positivity

Which Of The Following Is The Best Example Of Placing The Most Important Information First In A Routine Information Request Message?

Please Answer The Following Questions About Your Office Printers

Revise The Following Expression To Show More Courtesy: "For The Last Time I'M Warning All Staff Members That They Must Use Virus-Protection Software—Or Else!" (Obj. 5)

Please Use Virus-Protection Software To Prevent Your Computer From Being Infected. (Textbook, P. 102)

Coordination Meetings

Primarily Focus On Discussing Roles, Goals, And Accountabilities

Which Of The Following Steps Typically Belongs To The Reviewing Process?

Proofreading The Document; The Reviewing Process Includes Three Interrelated Components: Conducting The Fair Test, Proofreading, And Getting Feedback.

Which Of The Following Actions Is Most Likely To Be Part Of The Reviewing Stage?

Proofreading The Message

Talking Headings

Provide More Info And Spark Interest ; Unless Carefully Written They Can Fail To Reveal The Organization Of A Report

Which Of The Following Statements About Business Messages Is True?

Providing Required Information Is Essential Because Not Providing Enough Information Can Leave Your Reader Wondering How To Respond.; One Challenge While Writing A Business Message Is Deciding Which Information Is Relevant For Your Message. After All, Providing Too Much Information Can Distract Your Readers And Weigh Your Document Down. On The Other Hand, Not Providing Enough Information Can Leave Your Reader Wondering How To Respond.

Kwan Is The Leader Of A Team Whose Meetings Are Being Disrupted By Liz, Who Dominates The Discussions With Long, Irrelevant Comments. What Is The Best Way For Kwan To Address The Situation?

Providing Strong Leadership In Assigning Team Roles And Keeping To The Agenda

Feedback (Reviewing)

Request From Trusted Colleagues When Speaking On Behalf Of A Team Or Unit

Which Of The Following Guidelines Is Helpful When Leading A Group Video Call?

Send Out Instructions About How To Use The Technology In Advance Of The Meeting.; There Are Many Options For Group Voice And Video Calls. If You Are Leading The Call, Send Out Information About The Technology To Participants So They Can Be Prepared. When The First Five To Ten Minutes Of Group Calls Are Consumed By Participants Trying To Figure Out The Technology, The Meeting Rarely Turns Out Productive Or Engaging.

As A Business Communicator, You Should Understand Basic Ethical Principles So That You Make Logical Decisions When Faced With Dilemmas In The Workplace.

T

Businesses Use Social Networking Sites Such As Facebook And Twitter To Connect With Customers And Employees, Share Company News, And Exchange Ideas.

T

Cassandra Is Trying To Decide Whether To Call Her Boss Or To Send An E-Mail Message. Cassandra Is In The First Phase Of The Writing Process.

T

Communication In Today'S Workplace Is Shifting From One-Sided, Slow Forms Of Communication To Interactive, Instant, Less Paper-Based Communication.

T

When Is The "You" View Appropriate, And When Is It Inappropriate?. (Obj. 5)

The "You" View Is Appropriate When It Focuses On Reader Benefits. It Is Inappropriate When It Is Used To Manipulate Or When It Conveys A Sense Of Blame (E.G., You Neglected To Include Necessary Information.). (Textbook, Pp. 99-100)

Routine Request And Response Messages Should Be Written Using

The Direct Strategy.

List The Four Key Elements In A Persuasive Request. (Objs. 1 And 2)

The Four Key Elements Are ; •Gaining Attention ; • Building Interest ; • Reducing Resistance ; • Motivating Action. ; (Textbook, P. 218)

Describe Three Paragraph Plans. Identify The Uses For Each. (Obj. 5)

The Most Frequently Used Plan For Business Messages Is The Direct Plan. It Begins With The Main Idea Followed By Supporting Sentences. A Variation May Include One Limiting Sentence Followed By Sentences That Support The Main Idea. The Direct Plan Is Useful For Defining, Classifying, Illustrating, Or Describing. ; The Pivoting Paragraph Begins With A Limiting Sentence Followed By The Main And Supporting Sentences. This Plan Is Useful For Comparing And Contrasting. ; The Indirect Plan Begins With Supporting Sentences And Concludes With The Main Sentence. This Plan Is Useful For Building A Foundation Of Ideas And Drawing A Conclusion From It Or For Delaying Bad News Until After Explaining The Reasons Causing It. ; (Textbook, Pp. 125-127)

Why Should A Writer Avoid The Opening, "I Am Sending This E-Mail Because We Have Just Hired A New Manager, And I Would Like To Introduce Her"? (Obj. 2)

The Opening Phrase "I Am Sending This E-Mail Because..." Says The Obvious. It Is A Long Lead-In And Needlessly Delays Getting To The Real Message. Omit It. (Textbook, P. 139)

Meta Messages

The Overall But Often Underlying Messages People Take Away From A Communication Or Group Of Communications. They Are Encoded And Decoded As A Combination Of Content, Tone, And Other Signals.

The Dominant Business Ethic In Corporate Communications Is _____, Which Is "A Principle That Allows Those Affected By Administrative Decisions, Business Transactions, Or Charitable Work To Know Not Only The Basic Facts And Figures But Also The Mechanisms And Processes. It Is The Duty Of Civil Servants, Managers, And Trustees To Act Visibly, Predictably And Understandably."

Transparency

4.Why Is It Important To Regain The Confidence Of A Customer In An Adjustment Letter? How Can It Be Done? (Obj. 6)

Unhappy Customers Have, Naturally, Lost Some Degree Of Confidence In The Company And Its Products Or Services. Regaining That Confidence And Re-Establishing Good Feelings Is Crucial For Future Business. Regaining Confidence Requires More Than A General Form-Letter Statement, Such As "We Apologize For Any Inconvenience This Has Caused." When Possible, Companies Should Provide Specific Explanations Of What Is Being Done To Rectify The Conditions Leading To The Product Failure Or Dissatisfaction. Warm, Simple, And Sincere Language Helps, Too. Many Companies Extend Coupons For Free Products Or Services So That Customers Will Give The Company A Second Chance.

Routine, Positive Messages Should Not

Use An Indirect Approach

Megan Is Writing A Business Letter To A French Customer. ; What Should She Do As She Prepares The Letter?

Use Correct Grammar And Conventional Punctuation.

Principles For Writing Effective E-Mails

Use For The Right Purposes, Ensure Ease Of Reading, Show Respect For Time, Protect Privacy And Confidentiality, Respond Promptly, Maintain Professionalism, And Appropriate Formality, Manage Emotion Effectively, And Avoid Distractions.

What Factors Determine Whether You Should Use Bulleted Or Numbered Items In A List? (Obj. 4)

Use Numbered Lists For Items That Represent A Sequence Or For Reference. Use Bullets To Highlight Items That Don'T Necessarily Show A Chronology. (Textbook, P. 141)

When It Comes To Paragraph Length

Use One Sentence Paragraphs Only Occasionally, For Emphasis

Improving Ease Of Reading With Natural Style Requires That The Writer

Use Short And Familiar Words.; Whenever Possible, Choose Short, Conversational, And Familiar Words. Using Longer, Less Common Words To "Sound Smart" Rarely Pays Off. They Slow Processing And Distract From Your Message.

To Help Business Writers Make Their Messages Easier To Read, They Should

Use Short Sentences.

Explicit

When Statements In A Business Message Contain Full And Unambiguous Meaning, The Business Message Is Said To Be ____.

Applying Fair Test To Research Data & Charts

Whether Doing Primary Or Secondary Research; -- Make Sure You Are Examining All Available Facts & Interpreting Them From Various Prespectives; * A Common Prob ; -- May Enter Into Research W/Preexisting Assumptions Or Even Conclusions; -- In Primary Research Such Assumptions May Lead To Asking Wrong Quests. Or Interpreting Data Incorrectly; -- In Secondary Research - May Lead To Gathering Only Info That Matches Assumptions & Conclusions; ** This Can Mislead Readers; ** As You Collect, Analyze, & Present Data To Others; -- Ensure You Provide Relevant Facts, Even If They Don'T Fit Into Convenient Conclusions; -- Grant Access To Your Data- Full Disclosure To Colleagues, Clients & Others In Your Business Dealing Will Pay Long-Term Dividends In Terms Of Credibility; -- Impact Of Your Data On Other & Present It W/Respect

sugarcoating the bad news

Which of the following should ideally be avoided while delivering negative performance reviews?

Avoid Redundancies

Words Or Phrases That Repeat The Same Meaning; Ex: Past History

Buzzwords

Workplace Terms That Become Trite Because Of Overuse, Can Stir Negative Feelings Among Some Readers

Components Of Routine Message

Your Primary Goal Is Efficiency. This Should Generally Take 5-15 Minutes To Complete. Your Message Should Be Direct And Front-Loaded. ; The Most Important Planning Step Is Message Structuring.; 1) Primary Message-Should Be Ten Words Or Fewer, And Typically Placed In The Subject Line Of Your Email To Capture Attention Immediately. ; 2) Provide Details In Paragraphs Of 20-80 Words.; 3) Restate The Request Or Key Message In More Specific Terms.; 4) State Goodwill.; As You Draft The Message, Aim For A Helpful, Professional, And Reader-Centered Tone. Readers Expect To Understand Your Primary Message In 10-15 Seconds. To Highlight Key Ideas Use: Bullets, Numbering, Highlighting, Special Formatting. ; In The Review Stage Proofreading Should Only Take A Minute Or Two.

The General Way A Manager Treats And Supervises Employees

Leadership Style

Which Of The Following Is Most Likely To Damage Your Credibility With The People Who Receive Your Emails?

Leaving Out Some Of The Necessary Information

What Is The Kiss Method? In What Three Ways Can It Apply To Business Writing? (Obj. 1)

"Keep It Short And Simple" (Although Some People Prefer "Keep It Simple, Stupid"). To Apply This Adage, (1) Write Simply, (2) Use Active-Voice Sentences, And (3) Avoid Negative, Indirect, And Pompous Language. (Textbook, P. 137)

Which Management Style Would Work Best With Employees Who Have Their Own Specialized Jobs And Are Expert In Them? (A) Autocratic, (B) Democratic, (C) Open, (D) Powerful

(C) Open

Principles For Survey Questions

*Effective Design For Realiability:; * Simple To Answer; --Should Be Short ; -- Under 5 Mins; -- 5-6 Quests. Or Less; * Non-Leading; -- Does Not Suggest The Answer; -- Not Designed To Gain A Preferred Response; -- Allow Respondents To Provide Their Genuine Thoughts Or Impressions; -- Can Produce Realiable & Usuable Info; * Exhaustive & Unambiguous; * Single Idea; -- Multiple Ideas Can Be Confusing For Respondent & Impossible For Researcher To Interpret

Control Paragraph Length

- Long Paragraphs Can Signal Disorganization And Even Disrespect For The Leaders Time ; - Typically, Paragraphs Should Contain 40 To 80 Words; - For Routine Messages, Paragraphs As Short As 20 To 30 Words Are Common And Appropriate

credibility

-how trustworthy a person is considered to be -when someone can be trusted to complete their work correctly and on time, their credibility is high -business communications rely on being able to trust others to come through on their side, so having good credibility will make people want to work with you

An Apology Includes The Following:

-Acknowledgment Of A Mistake Or An Offense; -An Expression Of Regret For The Harm Caused ; -Acceptance Of Responsibility; -A Commitment That The Offense Will Not Be Repeated; -Effective Apologies Should Be Timely And Sincere

Highlight Key Words And Phrases

-When You Want To Highlight Ideas Or Phrases, Consider Using Bold, Italics, Or Underlining To Draw And Keep Your Readers Attention. ; - If You Use Too Much Special Formatting, Your Main Ideas Will Not Stand Out.

When Delivering Negative Feedback:

-adopt a team-cetered orientation -avoid sugarcoating the bad news -explain the impacts of the individuals poor performance on organizational performance -link to consequences -probe for reasons performance is not higher -emphasize problem solving rather than blaming -be firm

principles for staying flexible

-arrive early, focus on audience needs, don't panic when you lose your place, never tell audience things haven't gone as expected, always have a plan B, know what your key messages are -always have a plan B: if the electronic slides don't work, be prepared to have handouts or be able to speak without them -because presentations rarely go as planned, knowing your content perfectly will help you stay flexible and adjust to any situation

tone and style in persuasive messages

-as (apply personal touch), u (use action-oriented, lively language), write (write confidently), oblige (offer choice), satisfaction (show positivity) — also use more we-voice and impersonal voice; avoid I-voice -our 1st presentation team handouts were internal because they were for our team and persuasive because they were to have our team consider a new way of working in order to achieve greater success -tone and style are important because they help sell your persuasive message and deliver the idea that you're all in it together

active listening

-fully hearing and understanding a person by paying attention, holding judgement, reflecting, clarifying, summarizing, and sharing -an active listener is actually putting energy into understanding what the other person is saying and may even be able to anticipate what's coming next -active listening is important not only to the listener because they are better able to understand someone and they learn more from conversations, but for the speaker as well because they feel understood and respected and they don't need to repeat themselves because someone wasn't paying attention

uncertainty avoidance

-how cultures socialize members to feel in the uncertain or extraordinary situations -high-UA cultures stress over orderliness and consistency and may sacrifice experimentation and innovation to do so -uncertainty avoidance is important to understand because knowing which cultures value it and which cultures don't will help you in communication with them

engagement

-how much an employee cares about their work and wants to succeed in it -when an employee will work overtime to complete a project because they are motivated to get it done, they are engaged in that project -having highly engaged employees will result in higher productivity and happier people; everyone will work better together

communication channels for bad-news messages

-if severity is high, deliver bad news in person; if severity is low and controllability of the receiver is high, deliver news through any written form -telling someone their being fired is received better in person because you can read off their verbal and nonverbal responses immediately and diffuse any possible negative reactions right then and there -it's important to know which way you should deliver your bad news because it could strongly affect how it's received

cultural dimensions

-individualism and collectivism, egalitarianism and hierarchy, assertiveness, performance orientation, future orientation, humane orientation, uncertainty avoidance, gender egalitarianism -example? -by understanding these eight dimensions, you can get a greater sense of the underlying motivations and goals of other people and cultures

story-line approach to presentations

-plot: a business situation that involves challenges or tensions to overcome and a clear beginning and end; setting: time, place, characters, and context of business situation; resolution: solution to the challenges or tensions; moral or lesson: point to the story -plot: how continuous review systems can lower employee turnover; setting: Peakster Computing business; resolution: by using continuous review systems, they were able to reduce employee turnover; moral: frequent recognition and small rewards reduce employee turnover more effectively than infrequent recognition and large rewards -story-line approach is important because it allows your listeners to engage on a deeper level emotionally and intellectually; people remember stories better than abstract info

PREP method

-position, reasons, example (evidence), position -example? -PREP method works better than just presenting evidence first, or only evidence, and leaving out primary conclusions or central positions

tones in business messages

-positivity involves focusing on the positives in a confident manner with diplomatic terms; concern for others involves avoiding I-voice and respecting the time of others -a positive tone can increase performance and creativity; a concerning tone can show others you care and are interested in your audience -tone is important to recognize because readers judge a message partially by its tone and you need to aim to project positivity and concern for others

SOFTEN model

-smile, open stance, forward lean, tone, eye contact, nod -example? -using the SOFTEN model can help you show confidence while also showing warmth and concern

performance orientation

-the extent to which a community encourages and rewards innovation, high standards, and performance improvements -America is a country with high performance orientation because Americans focus a lot on the end result and successful one can be -performance orientation is important to understand because knowing which cultures value it and which cultures don't will help you in communicating with them

communication channel

-the medium through which a message is transmitted -examples include emails, phone conversations, and face-to-face -the type of communication channel influences how the communication is sent and received and each channel has its own strengths and weaknesses

meta messages

-the overall but often underlying messages people take away from a communication -meta messages come from conversations, emails, content on internet profiles, comments, and discussions -meta messages are important because they affect your credibility and how others perceive you

principles for writing effective emails

-used correctly, high readability, respectful for time, private and confidential when necessary, prompt responses, professional and formal when appropriate, managed emotions, avoid distractions -an effective email is easily read, clear, professional, free of error, and efficient -being able to write effective emails is important because it's the first form of contact for many relationships and establishes your credibility and trust

visual cutoff

-visually showing disinterest or disapproval in a conversation -rolling your eyes or sighing can tell the speaker they're not respected in the conversation and that the listener doesn't care about what they have to say -visual cutoffs can hurt a business relationship and make both parties feel hostile; the speaker is offended and doesn't feel respected and the listener feels like his time is being wasted

emotional hijacking

-when emotions control your behavior and you react to things without thinking through them -when someone says something hurtful or offensive and you react emotionally to it right away without thinking about the impact it will have -this is important to business communications because it is necessary to keep your emotions in check or risk messing up an important relationship; there will be bad news at time and you need to deal with it without reacting emotionally

Components Of Requests

1) Make Request- Usually Expect Little To No Resistance. Should Contain Clear And Specific Subject Lines, Often Stating The Entire Request. ; 2) Provide Rationale-Justifying A Request Shows Your Professionalism And Attention To Detail. Helps Maintain Transparency. ; 3) Call To Action (Optional); 4) State Goodwill-Retain Goodwill With Recipient. Make Sure To Achieve A Positive Other-Oriented Tone. Be Cautious Of Setting Deadlines. Showing Respect For The Recipients Time Goes A Long Way In Maintaining Goodwill.

What elements are included in the body of a persuasive message?

1. A need 2. A rationale 3. A solution

Capitalizing And Emphasizing For A Heading

1. All Capital Letters For Main Titles (Report, Chapters, Unit Titles) But Capitalize First Letter Of Main Words For Non Main Titles; 2. No Capitalization For Articles, Conjunctions, And Prepositions

What are the 5 guidelines for Tone for persuasive messages?

1. Apply the personal touch. 2. Use action-oriented, lively language. 3. Write with competence. 4. Offer choice. 5. Show positivity.

5 Steps For Writing Yardstick Report

1. Begin By Describing The Problem/Need; 2. Explain Possible Solutions And Alternatives; 3. Establish Criteria For Comparing Alternatives. Tell How You Selected It; 4. Discuss And Evaluate Each Alternative; 5. Draw Conclusions And Make Recommendations

Periodic/Activity Reports

1. Keep Management Informed And Help Them Solve Problems If Needed; 2. Some Of These Simply Contain Figures ; 3. More Challenging One Require Descriptions And Discussion Of Activities ; 4. Typically Sent By E-Mail

4 Things To Consider As You Are Developing Your Primary Research Skills (Analyzing Data)

1. Learn As Much As You Can About Forecasting & Other Forms Of Statistical & Quantitative Analysis; -- Unless Apply Good Principles Of Analysis, You Can Get Flawed Results; -- Unless Careful, You Can W/O Any Intention Of Doing So Allow Your Preconceived Ideas & Biases To Affect How You Interpret Data; 2. Learn As Much As You Can About Spreadsheets, Database, & Statistical Software; -- Statistical Software Can Help Conduct Analysis Far More Rapidly & Efficiently Than Spreadsheet Software; 3. Rely On Others In Your Analysis; -- When Analyzing Data In A Group, Less Likely To Inadvertently Misinterpret Data; 4. Stay Focused On Your Business Problem & Look For Big Picture

What could make a sales message dull?

1. Passive verbs 2. Words such as "provide" and "offer"

5 Points In Summary Guideline

1. Present The Goal Or Purpose ; 2. Highlight Research Methods, Findings, Conclusions, And Recommendations; 3. Omit Illustrations, Examples, And References; 4. Organize For Readability By Including Headings And Bulleted Lists; 5. Include Your Reactions Or An Over All Evaluation Of The Document

Improving Ease Of Reading With Completeness

1. Providing All Relevant Information; 2. Being Accurate; 3. Being Specific

Robert Cialdini's 6 Principles of Persuasion

1. Reciprocation 2. Consistency 3. Social Proof 4. Liking 5. Authority 6. Scarcity

use the room to your advantage

1Generally, you connect with your audiences best if you position yourself close to them and establish eye contact with them 1. Position Yourself Where People Can See You Easily -- determine where you can stand to get the most eye contact -- think about how you can be closest to them -- move closer to them to reduce the spatial barrier. Or, politely ask your audience members to move forward to the front of the room. 2. Move Around But Avoid Distracting the Audience --esp. during presentations longer that 5 mins. -- This draws the focus to you and allows you to gain spatial proximity with most of your audience members at some point during your presentation 3. Use Podiums and Tables Strategically -- project authority and add to the formality of the presentation -- but also create a barrier to connection. -- stand in front of the podium or table, you can get closer to your audience physically. -- As a result, you may achieve a more friendly, accessible, and casual tone.

What Is A Redundancy? Give An Example. Why Should Writers Avoid Redundancies? (Obj. 2)

A Redundancy Is An Expression That Repeats Its Meaning, Such As Continue On, Reason Why, Or True Facts. Writers Should Avoid Redundancies Because They Are Wordy. (Textbook, P. 138)

The Richest Communication Medium Is

A Face To Face Conversation

As A New Supervisor, You Need To Introduce Yourself To Your Team Of Ten Employees. The Best Medium For This Type Of Nonroutine Message Would Be

A Face To Face Meeting

What Is A Feasibility Report? Are They Generally Intended For Internal Or External Audiences? (Obj. 5)

A Feasibility Report Examines The Practicality And Advisability Of Following A Particular Course Of Action. This Type Of Report Is Written For An Internal Audience To Advise It About Matters Such As Consolidating Departments, Offering A Wellness Program To Employees, Or Hiring An Outside Firm To Handle A Company Matter. (Textbook, Pp. 325-326)

Organizational Patterns (Objs. 1-5)

A Letter Refusing A Request By A Charitable Organization To Use Your Office Equipment On The Weekend. Indirect ; B.A Memo From The Manager Denying An Employee'S Request For Special Parking Privileges. The Employee Works Closely With The Manager On Many Projects. Indirect ; C.An Announcement To Employees That A Financial Specialist Has Cancelled A Scheduled Lunchtime Talk And Cannot Reschedule. Direct ; D.A Letter From A Bank Refusing To Fund A Company'S Overseas Expansion Plan. Indirect ; E.A Form Letter From An Insurance Company Announcing New Policy Requirements That Many Policyholders May Resent. If Policyholders Do Not Indicate The Plan They Prefer, They May Lose Their Insurance Coverage. Indirect (Although You Might Choose To Write This Letter Using The Direct Pattern If You Feel Readers Might Overlook The Information About Losing Their Insurance Coverage).

Identify A Process Used By A Majority Of Business Professionals In Resolving Problems With Disappointed Customers. (Obj. 4)

A Majority Of Business Professionals Resolve Problems Immediately And Personally By ; •Calling The Individual Involved; • Describing The Problem And Apologizing; • Explaining Why The Problem Occurred, What Is Being Done To Resolve It, And What Measures Are Being Taken To Prevent Its Recurrence; • Following Up With A Letter That Documents The Phone Call And Promotes Goodwill. ; (Textbook, P. 253)

How Can The Writer Of A Business E-Mail Message Or Memo Develop A Conversational Tone And Still Be Professional? Why Do E-Mail Writers Sometimes Forget To Be Professional? (Objs. 1-3)

A Message Sounds Conversational When It Contains Occasional Contractions, First-Person Pronouns (I, We), And Warm Words. It Should Be Friendly But Not Personal Or Intimate. A Professional Message Avoids Slang And Uses Correct Grammar And Punctuation. Because E-Mail Is So Easy And So Speedy, Users Sometimes Slip Into Lazy, Informal Expression That May Be Offensive To Receivers And Reflect Poorly On The Writers. Writers Sometimes Forget That E-Mail Makes A Permanent Message That May Travel Much Farther Than Intended. And Because E-Mail Is Seemingly Impersonal, Some People Say Things They Would Never Utter In Person.

Active Listening

A Person'S Willingness And Ability To Hear And Understand. At Its Core, Active Listening Is A State Of Mind...It Involves Bringing About And Finding Common Ground, Connecting With One Another, And Opening New Possibilities. Paying Attention, Holding Judgement, Reflecting, Clarifying, Summarizing, And Sharing.

Report Functions, Writing Styles, And Formats (Obj. 1)

A Persuasive Proposal From A Group Of Citizens To Their Town Council To Turn The Old Elementary School, Which Is No Longer In Use, Into A Multipurpose Building For Citizen Education, Community Action Meetings, And A Low-Cost Daycare Centre. ; Function: Analytical; Pattern: Indirect; Format: Manuscript With Cover Letter ; B.A Report Submitted By An Outside Consultant Examining Whether A Sports Franchise Should Refurbish Its Stadium Or Look To Relocate To Another City.; Function: Informational; Pattern: Direct; Format: Memo ; C.A Report From A National Moving Company Telling Provincial Authorities How It Has Improved Its Safety Program So That Its Trucks Now Comply With Provincial Regulations. The Report Describes But Doesn'T Interpret The Program.; Function: Informational; Pattern: Direct; Format: Letter

Why Is A Pilot Study Necessary Before Conducting A Survey? (Obj. 5)

A Pilot Study Helps The Researcher Learn Whether The Survey Works As Expected. It Enables The Researcher To Correct Any Questions Or Wording That Might Be Confusing Or Change Any Techniques That Could Make The Survey More Effective. (Textbook, P. 292)

List Five Or More Topics That An Organization Might Feature In A Press Release. (Obj. 5)

A Press Release May Feature The Following Topics: New Products, New Managers, New Facilities, Participation In Community Projects, Awards Given Or Received, Joint Ventures, Donations, Or Seminars And Demonstrations. (Textbook, P. 234)

In Promoting The Value Of Letter Writing, A Well-Known Columnist Recently Wrote, "To Trust Confidential Information To E-Mail Is To Be A Rube." What Did He Mean? Do You Agree? (Obj. 1)

A Rube Is An Unsophisticated Person. The Columnist Meant That Educated, Knowledgeable People Today Know That E-Mail Is Notoriously Unsafe For Confidential Information. Nearly Everyone Agrees That E-Mail Is Unsafe For Confidential Information, Yet It Is So Convenient That People Go On Sending Messages That Can Be Embarrassing And Dangerous If And When Revealed.

Showing Appreciation

A Sincere Expression Of Thanks Also Helps Achieve Business Goals And Strengthens Work Relationships

Components Of Appreciation Messages

A Sincere Expression Of Thanks Also Helps Achieve Business Goals And Strengthens Work Relationships. 10% Of Employees Say Supervisors Thank Them Daily. 55% Say They Are Thanked Never, Seldom, Or Occasionally. ; 1) Give Thanks; 2) Provide Rationale; 3) State Goodwill; Appreciation Messages Differ In Formality. Thank-You Notes For Customers And Clients Or For Special Occasions Demand More Formality. Thank-You Messages For Colleagues You See Each Day Should Be Less Formal And Not Over The Top. They Should Be Genuine, Simple, Warm, And Personal. Helps Build Connections.

Emotional Hijacking

A Situation In Which Emotions Control Our Behavior Causing Us To React Without Thinking

Decision Matrices

A Special Grid That Helps Managers Make The Best Choice Among Complex Options ; Designed To Eliminate Bias And Poor Judgement

Which Of The Following Is Most Likely To Be Included As An Attachment To An Email?

A Spreadsheet

Boilerplate Is

A Standard Bank Of Text Used In Various Documents Without Being Changed

Buffer

A Statement To Establish Common Ground, Show Appreciation, State Your Sympathy, Or Otherwise Express Goodwill.

Jessica Wants To Get Ahead In Her Career, So She Has A Professional Blog. Which Of The Following Posts Is Most Likely To Damage Her Reputation?

A Story About How Much Fun She And Her Coworkers Had Visiting Bars After The Annual Sales Meeting

"Ending Summary"

A Summary Of The Major Findings - There Is No Attempt To Interpret At This Point.

Conduct A Fair Test

A Way Of Ensuring Ethnical Business Communication.; Facts; Access; Impacts; Respect

Rita, The Head Of The Sales Department, Wants To Train All Of Her Sales People In How To Sell The Latest Product. She Wants Them All To Be Able To See The Product And Its Features, To Hear The Sales Pitch The Marketing Department Has Developed, And To Ask Questions. Which Of The Following Is The Best Communication Channel For Rita To Use?

A Webinar

Which Of The Following Is A Synchronous Communication Channel That Is Most Likely To Be High In Control?

A Webinar

Flames Are A Form Of

Active Incivility.

Which Of The Following Describes Communication In Today'S Digital Age?

All Of The Above Statements Describe Communication In Today'S Digital Age.

Exhaustive

All Possibilities Are Available

Some People Say That Business Reports Never Contain Footnotes. If You Were Writing Your First Report For A Business And You Did Considerable Research, What Would You Do About Documenting Your Sources? (Obj. 5)

Although Some People Do Assert That Business Reports Never Contain Documentation, It'S Dangerous To Avoid Revealing Your Sources. The Best Plan Is To Check With Your Supervisor Or Look In The Files To See How Previous Reports Have Been Documented. If You Don'T See Evidence Of Sources, It'S Best To Make A List Of All Your Sources And Be Prepared To Submit It Should Someone Ask Where The Information Came From. Even If Your Company Does Not Have A General Documentation Style, You Should Carefully Note Where Your Information Came From. Another Possibility Is To Note Your Sources With Textual Comments, Such As This: "According To An Article On Page 15 In Canadian Business On December 16, 2008, The Rate Of Increase Was...." Never Assume That Giving Credit To Or Documenting Your Sources Is Unnecessary.

"The Above Mentioned Book" Is An Example Of

Am Awkward Reference

Discuss The Ramifications Of The Following Statement: Once A Memo Or Any Other Document Leaves Your Hands, You Have Essentially Published It. (Objs. 2-6)

As Soon As A Written Document Leaves Your Hands, Whether Electronic Or Hard Copy, It Has Actually Been "Published." Anyone May Read It, Copy It, And Distribute It To Others. Many Business And Other Writers Fail To Consider What Can Happen To Their Written Words. A Memo Intended For A Colleague Is Seen By The Boss, An E-Mail Gets Sent To The Wrong Person, Or A Letter To A Customer Is Seen By A Competitor. Sensitive Messages That Could Cause Trouble For You Or Your Organization Should Probably Not Be Put Into Print. Every Message Should Be Written With The Knowledge That It May Travel Much Farther Than Originally Intended. Nothing Can Expunge A Poorly Written Memo Or An E-Mail Sent In Anger.

How Can A Business Leader Create An Environment Of Transparency?

By Acknowledging The Concerns Of Employees

E-Mail Messages, Text Messages, Tweets, Smartphones, Wireless Networks, Letters, Memos, Reports, Pictures, And Spoken Words Are All Examples Of

Channels.

_____ Refers To A Reputation For Adhering To High Moral And Ethical Values.

Character

Name Three Instances In Which Collaborative Writing Is Necessary. (Obj. 2)

Collaborative Writing Is Necessary For Big Tasks, Items With Short Deadlines, And Team Projects That Require The Expertise Or Consensus Of Many People. (Textbook, Pp. 94-95)

Specific Statements Lead Readers To Believe You Are/Have/Are:

Competent (Know What You'Re Talking About); Character (That You Are Not Hiding Anything); Caring (You Want Your Readers To Be Informed)

Achieving Clarity In Writing

Completeness; Conciseness; Natural Style

Audience Analysis

Consider Exactly What Information Your Audience Needs And How They Want To Receive It

Communication Skills Are

Critical To Effective Job Placement, Performance, Advancement, And Organizational Success.

What Is Cross-Tabulation? Give An Example. (Obj. 1)

Cross-Tabulation Is The Process Of Analyzing Two Or More Variables Together. Example: Breaking Down The Responses To A Student Questionnaire By Upperclass And Underclass Students. (Textbook, P. 309)

Documenting Your Research

Decision Makers Expect Excellent Documentation Of Your Info. B/C This Helps Evaluate Credibility Of Your Report; Since They Often Make High-Stakes Decisions Based On Reports, They Expect To Know Exactly What The Basis Is For ; -- Facts; -- Conclusions; -- Recommendations; When You Keep Track Of Sources During Research Stage; -- You Can Efficiently & Accurately Doc. Your Report; -- Novices Waste Time During Drafting Stage Trying To Retrace Steps & Find Sources For Certain Pieces Of Info; --Worse - They Make Errors In Documentation By Providing Incorrect Sources, Casting Doubt On Credibility Of Report; * To Avoid These Probs, Experiened Writers Have System For Recording All Sources During Research Stage

Name Seven Specific Techniques For A Productive Group Brainstorming Session. (Obj. 1)

Define The Problem And Create An Agenda That Outlines The Topics To Be Covered.; • Establish Time Limits, Remembering That Short Sessions Are Best.; • Set A Quota, Such As A Minimum Of 100 Ideas. The Goal Is Quantity, Not Quality.; • Require Every Participant To Contribute Ideas, Accept Ideas Of Others, Or Improve On Ideas.; • Encourage Wild, Outside-The-Box Thinking. Allow No One To Criticize Or Evaluate Ideas.; • Write Ideas On Flip Charts Or On Sheets Of Paper Hung Around The Room.; • Organize And Classify The Ideas, Retaining The Best. Consider Using Cluster Diagrams. ; (Textbook, Pp. 113-114)

"Definitions, Initialisms And Acronyms"

Defining Special Words Or Phrases That The Reader Might Not Understand In The Beginning

User 1.0 Is Most Likely To

Depend On Content Creator And Avoid Expressing His Or Her Own Opinion.

Fair Test

Ensure That The Message Contains All Needed Information And That It Is Entirely Correct

Is It Insensitive To Include Resale Or Sales Promotion Information In An Adjustment Letter? (Obj. 6)

Every Situation Requires Individual Judgment. When A Customer Complains About A Product Or Service, Most Companies Want To Explain What Went Wrong And Tell What They Are Doing To Remedy The Situation. Often This Involves Some Resale. For Example, A Letter Responding To A Customer Who Complains About A Defective Power Drill May Include Appropriate Resale Information Describing Features Of The Drill.; But A Letter To A Customer Who Complained About A Frozen Food Product May Simply Express Appreciation For The Customer'S Letter; It May Also Explain How The Company Is Redoubling Its Quality Control Efforts. Resale Or Sales Promotion Material Depends On The Situation And The Product. But Many Companies Look On Any Message To A Customer As An Opportunity To Sell Themselves And Their Products.

Give An Original Example Of A Dangling Or Misplaced Modifier. Why Are Introductory Verbal Phrases Dangerous? (Obj. 4)

Example: To Enrol In This Class, The Instructor Is Encouraging Early Registration. ; Introductory Verbal Phrases Are Dangerous Because They Must Be Followed By A Word That Can Logically Be Modified. Not Doing So Creates A Sentence Error. (Textbook, Pp. 124-125)

What Is Goodwill? Briefly Describe Five Ways To Develop Goodwill In A Letter. (Obj. 2)

Goodwill Is A Positive Feeling The Reader Has Toward An Individual Or An Organization. To Achieve It, Do The Following: Present A Message From The Receiver'S Perspective. Point Out Benefits. Be Sensitive To Avoid Words That Might Suggest Gender, Racial, Age, Or Disability Bias. Frame Your Ideas Positively Because They Will Sound More Pleasing And Because They Give More Information Than Negative Constructions. Be Courteous. (Textbook, P. 188)

Informational Reports Typically Are Organized Into What Three Parts? (Obj. 4)

Information Reports Are Generally Organized Into The Following Three Parts: ; •Introduction/Background ; • Facts/Findings ; • Summary/Conclusion; (Textbook, P. 318)

Rapport-Building Questions

Intended To Create Bonds Between People

Cross-Examination Questions

Intended To Find Contradictions In What Others Have Said Or Done

Leading Questions

Intended To Guide People To Your Way Of Thinking

3 Segments Of Investigative Reports

Into ; Body ; Summary

Blog Posts Can Benefit From The _____________ Pattern By Emphasizing The Big News Up Front, Supported With Specifics And Background Information.

Journalistic

Why Is It Important To Know Your Needs And Have Documentation When You Make Requests Of Superiors? (Obj. 3)

Knowing In Concrete Terms What Is Needed And Having The Documentation To Support The Request Will Help Employees Make A Favourable Impression On Superiors. When Employees Don'T Think Through The Situation And The Possible Negatives Involved, They Will Not Be Taken Seriously And Will Be Considered Unprepared And Incompetent.

Tone In Business Messages

Overall Evaluation The Reader Perceives The Writer To Have Toward The Reader And The Message Content. Readers Will Judge Your Message Based On How Positive And Concerned They Think You Are.

stay flexible

Presentations rarely go as planned. --Knowing your content perfectly will help you adapt to unexpected circumstances. -- Maintaining a flexible approach will help you think on your feet for unanticipated events. 1. arrive early 2. Focus on the Needs of Your Audience -- Be ready to adapt to the immediate needs of your audience so you can quickly modify your presentation based on their requests. -- If you spend time anticipating possible questions, you will generally be prepared to answer them at any point in your presentation and segue back into the flow. 3.When You Lose Your Place, Don't Panic -- pause until you regain your composure and your line of thinking -- repeat the last statement you made (five or six words). Doing so will help you regain your thought process. 4. Never Tell Your Audience Things Haven't Gone as Expected 5. Always Have a Plan B 6. Know What Your Key Messages Are

Components Of Presentations

Preview : Attention Getter, Positioning Statement, Overview- Takeaway Messages (10-15 Percent Of The Time) ; View: Takeaway Message 1,2,3 (85-90 Percent Of The Time); Review: Recap, Call To Action (5 Percent Of The Time)

"Recommendations"

Recommendations Can But In Your Conclusion Or That Can Proceed The Conclusion Section - Recommendations Are Necessary When You Need To Present A Course Of Action

Which Of The Following Involves Releasing And Overcoming Anger And Frustration So That You Can Make A More Rational And Less Emotional Response?

Relaxation

_____ Are The Glue That Holds Together Most Coordinated Business Actions.

Routine Messages ; (Most Routine Messages Are Simple. Yet, Routine Messages Should Not Be Treated As Unimportant Or Inconsequential. They Are The Glue That Holds Together Most Coordinated Business Actions.)

List Some Business Messages That Should Be Frontloaded And Some That Should Not Be Frontloaded. (Obj. 3)

Routine Requests, Routine Responses, Orders And Acknowledgements, Favourable Claims And Adjustments, Procedure And Confirmation Memos, Goodwill Messages, And Information Reports Should Be Frontloaded. None Of These Contains A Sensitive Message To Upset The Receiver. (Textbook, P. 120); Bad News Messages (Request Refusals, Claim Denials, Disapproved Credit, Declined Offers), Persuasive Requests, And Sensitive Messages (Especially Those Travelling Up The Communication Chain To Superiors) Should Not Be Frontloaded Since These May Contain Sensitive Information That May Upset The Receiver. (Textbook, P. 120)

Which Of The Following Situations Is Most Appropriate For Sending An E-Mail Message?

Sabrina Wants To Know Whether Her Supervisor Is Available For A Meeting Next Week.

Information E-Mail Or Memo: Driving Less And Breathing Easier (Obj. 4)

Sample Memo ; Date: Current ; To: All Employees ; From: Your Name ; Subject: Trip Reduction Plan Incentives ; To Comply With The Air Quality Management District'S Trip Reduction Plan, Mercer Enterprises Offers The Following Incentives As A Means Of Encouraging Employees To Leave Their Cars At Home: ; • Full Day Off With Pay. Employees Who Maintain A 75 Percent Participation Rate In Our Ride-Share Program For A Six-Month Period, Beginning May 1, Will Receive One Day Off With Pay. ; • Preferential Parking. Employees Coming To Work In Van Pools Get To Park Close To The Building In Reserved Spaces. A Parking Pass Is Required.; • Bus Pass Subsidy. Employees Who Use Public Transportation Will Receive A Monthly $25 Subsidy. A Free Round-Trip Transit Pass Will Also Be Provided By Mercer Enterprises To Employees For The First Month They Use Public Transportation. ; • Van Pool Subsidy. Mercer Enterprises Will Assist In Obtaining A Van And Will Provide A Monthly $150 Subsidy. In Addition, The Van Pool Driver Will Have Unlimited Personal Use Of The Vehicle Off Company Time. ; • Bicycle Subsidy. Employees Who Bicycle To Work Will Receive A Monthly Subsidy Of $25, And Bicycle Racks, Locks, And Chains Will Be Provided. ; We'Re Trying Our Best To Get You To Leave Your Cars At Home. For More Information About The Program Or To Sign Up For Any Of The Incentives, Please Contact Jennifer O'Toole ([email protected]) Before June 1.

One Of The Traits Associated With Competence Is "A Focus On Action." This Specifically Implies

Seizing Business Opportunities When They Present Themselves

When Employees At Coors Translated Its Slogan "Turn It Loose" Into Spanish, They Didn'T Realize It Would Translate To "Suffer From Diarrhea." To Avoid Similar Problems, The Sender Of A Message Must

Select Appropriate Words Or Symbols As Part Of The Encoding Process.

Landon Will Be Starting A New Job Soon And Wants To Exhibit Proper Business Etiquette In His New Workplace. What Is The Best Advice You Can Give Him?

Send Thank-You Notes To Express Sincere Appreciation And Praise.

Cara Has Been Participating In Her Company'S Social Networking Platform For A While. Which Behavior Is Her Supervisor Most Likely To Ask Her To Change?

She Often Inquires About Her Colleagues' Personal Lives.

During A Meeting, Stacy'S Team Decides That Because Of Their Research Findings, They Should Change The Focus Of Their Group Paper. This Means That Stacy'S Original Suggestions About The Paper Will Be Discarded. How Should Stacy Respond?

She Should Be Flexible Because It Is A Group Project.

Judger Statements

Show They Are Closed Off To Hearing People Out, And Shut Down Honest Conversations

When Writers Use Long Paragraphs In Business Messages, It

Shows Disrespect For The Reader'S Time.

Conducting Library Research

Significant Collection Of Books Across Wide Range Of Disciplines & Topics; Access To Thousands Of Co. & Industry Reports; Articles From Hundreds Of Business Periodicals; Industry Specific Periodicals & Reports; Scholarly Journals; Dozens Of Online Databases

What Is Wrong With The Following Sentence? "To Waste Time And Missing Deadlines Are Bad Habits."

Similar Ideas Are Not Parallel

Keep It

Simple; Get Your Message Across In An Easy-To-Read Manner.

Soften Model

Smile, Open Stance, Forward Lean, Tone, Eye Contact, And Nod. By Focusing On These Nonverbal Behaviors, You Can Display Confidence And Strength While Also Showing Warmth And Concern.

Viral Marketing Is

Soaking The Word About Your Company And Products In Much The Same Way That Biological Viruses Are Spread Person To Person

Web 2.0 Communication Tools Are Often Referred To As

Social Media.

The principle of influence whereby people determine what is right, correct or desirable by seeing what others do.

Social Proof

In View Of The Burden That "Junk Mail" Places On Society (Depleted Landfills, Declining Timber Supplies, Overburdened Postal System), How Can "Junk" Mail Be Justified? (Obj. 4)

Some Would Argue That Junk Mail Can'T Be Justified And That The Burden Is Greater Than The Benefit. But Direct Mail Marketers Disagree. Their Service Stimulates Business By Bringing Messages Directly To Customers. Many Companies Find This To Be The Most Efficient And Cost-Effective Method For Selling Their Products. The Huge Increase In Direct Selling Through Catalogues Is Testimony To The Success Of Direct Marketing. People Want The Convenience And Selection Presented By Direct Selling. However, If Environmental Activists Convince Enough People That The Burden Outweighs The Value, Direct Mail Marketing Could Be Controlled Or Reduced. ; The Direct Marketing Association, Mindful Of Environmental Issues, Has Published A "Green" Handbook Urging Its Members Toward Improved Practices: Using Recycled Paper, Targeting Receivers More Carefully To Reduce Wasted Copies, Reducing Excessive Wrapping, And Purging Databases Of Duplicate Names.

Why Should Most Messages Be "Frontloaded"? (Obj. 3)

Starting With The Main Idea Saves The Reader Time, Sets The Proper Frame Of Mind, And Prevents Reader Frustration. (Textbook, P. 120)

In The Direct Pattern, The Main Idea Comes First, Followed By Details, Explanation, Or Evidence. In The Indirect Pattern, The Main Idea Follows The Details, Explanation, And Evidence.

T

In The Sentence It Is Absolutely Essential That You Turn Your Expense Claim In By Friday, The Expression Absolutely Essential Is Redundant.

T

In The Workplace You Are More Likely To Be Taken Seriously And Be Promoted If You Look And Sound Professional.

T

June Is Our Busiest Month, February Is Our Slowest Contains A Comma Splice.

T

One Advantage Of Oral Communication Over Written Communication Is That Oral Communication Can Be More Easily Adjusted To The Audience.

T

The Biggest Advantage Of Business Blogs Is That They Potentially Reach A Far-Flung, Vast Audience

T

The Third Phase Of The Writing Process Involves Editing, Proofreading, And Evaluating Your Message.

T

There Are, There Is, And It Is Are Examples Of Unnecessary Opening Fillers.

T

Today'S Communication Technologies Allow Employees To Exchange Ideas, Brainstorm, Build Consensus, And Develop Personal

T

Performing

Team Operates Efficiently Toward Accomplishing Their Goals

Which Statement About Texting Is Correct?

Texting Is Either Synchronous Or Asynchronous, Depending On How Is It Used.

Primary Research

The Analysis Of Data That You, People In Your Org., Or Others Under Your Direction (I.E. Consultants) Have Collected; -- Most Reliable & Useful B/C Can Focus It To Meet Your Specific Research Objectives & Get Feedback Directly Related To Your Org & Its Need; -- Often Time Consuming, Intrusive & Expensive; -- Might Suffer From Bias Toward Preexisting Opinions & Beliefs; * Mistinterpretaion Of Consumer Research To Fit Preexisiting Opinions; -- Ex. - Analysis Of Internal Data, Survey Research, Focus Group, Interviews, & Case Studies

Which Of The Following Is An Advantage Of Using Phone Conversations As A Communication Channel?

They Are Better For Building Relationships Than More Recent Technologies Such As Email.

What'S Wrong With Businesslike Expressions Such As Enclosed Please Find And As Per Your Request? (Obj. 3)

They Are Trite, Old-Fashioned, And Wordy. Writing Is More Vigorous When Such Expressions Are Revised. (Textbook, P. 140)

Which Of The Following Is Characteristic Of People From High Uncertainty Avoidance Cultures?

They Often Stress Orderliness And Consistency, Even If It Means Sacrificing Experimentation And Innovation.; Uncertainty Avoidance (Ua) Refers To How Cultures Socialize Members To Feel In Uncertain, Novel, Surprising, Or Extraordinary Situations. People From High Uncertainty Avoidance Cultures Often Stress Orderliness And Consistency, Even If It Means Sacrificing Experimentation And Innovation.

What is the risk of using counterpoints in a persuasive message?

They can carry on an adversarial tone.

Which of the following is a disadvantage of using handouts during presentations?

They can distract your audience members.

What'S Wrong With A Message Opener Such As This Is To Inform You That . . . ? (Obj. 5)

This Long Lead-In Delays Getting To The Point. (Textbook, P. 171)

Title Pages

Title Fly And Title Page Include Similar Information, ; Fly: Only Contains The Title; Page: More Informative, Includes The Title, Identification Of Author And Reader, And The Date; -Consider Building Your Title Around The 5 W'S (Who, What, When, Where, Why)

1. The Report Intro

To Prepare The Reader To Receive The Report'S Findings - Long Reports Are Normally For Many Readers Who Might Know Little About The Problem

Am Example Of A Specific Purpose For A Business Message Would Be

Top Inform Employees About The New Vacation Policy

When did the scope of PR broaden to make it a key component of the marketing mix?

Traditionally, PR was viewed as media relations, and the primary vehicle for PR messages was press releases. Over the past several decades, during the INFORMATION AGE, the scope of PR broadened and became a key component of the marketing mix.

Name Five Situations In Which The Direct Pattern Should Be Used For Bad News. (Obj. 1)

Use The Direct Pattern When ; •The Receiver May Overlook The News ; • Organization Policy Suggests Directness ; • The Receiver Prefers Directness ; • Firmness Is Necessary ; • The Bad News Is Not Damaging ; • The Receiver'S Goodwill Is Not An Issue. ; (Textbook, Pp. 233-244)

If You Request A Recommendation From A Person You Haven'T Had Contact With Recently, You Should

Use The Opening Of Your Letter To Refresh The Person'S Memory About The Nature Of Your Past Relationship

Document For Analysis: Confirmation E-Mail (Objs. 1-6)

Weaknesses: ; • Does Not Have A Descriptive, Functional Subject Line.; • Fails To Open Directly With A Statement That This Message Confirms The Previous Day'S Telephone Conversation.; • Does Not Itemize The Main Points In The Body To Make Them Easy To Read. ; • Employs Wordy Expressions And Stream-Of-Consciousness Writing. ; • Does Not Close With An Action Request. ; Revision: ; To: David Ricci <[email protected]> ; From: Jillian Ann Brody <[email protected]> ; Date: Current ; Subject: Confirming Our Conversation Regarding Commercials For Radio Bermuda ; Dear Mr. Ricci:; This Message Confirms Our Telephone Conversation Of Tuesday, December 2, In Which We Discussed The Advertising Campaign To Rejuvenate The Slumping Tourist Industry In Bermuda. Here Are Some Of The Specific Points On Which We Agreed: ; • You Want Me To Write A Total Of 240 One-Minute Radio Commercials To Be Broadcast From March 30 Through June 30. ; • These Commercials Will Be Played On Three Radio Stations In Five Major Cities On The East Coast During Morning And Evening Drive Time. ; • The Commercials Will Present As Much Of The Colour, Character, Attractions, And Civility Of Bermuda As Possible In One-Minute Broadcasts. ; • The Scripts Will Remind Listeners That The Island Is Less Than Three Hours Away. I Will Work In References To Tree Frogs, Royal Palm Trees, And Such Local Delicacies As Shark On Toast, Conch Fritters, And Mussel Stew. ; If You Agree That These Points Accurately Reflect Our Conversation, Mr. Ricci, Please Confirm This In A Reply Message. I Am Eager To Work With You In Developing A Very Successful Radio Bermuda Campaign.; Jillian Ann Brody

Document For Analysis: Adjustment (Obj. 6)

Weaknesses: ; • Fails To Develop Goodwill By Opening With The Good News. ; • Begins With Unnecessary And Rather Obvious Statement, "Your Letter Has Been Referred To Me For Reply."; • Uses Negative Language ("You Claim That . . . . Your Complaint"). ; • Challenges The Veracity Of The Writer ("Frankly, I Find It Difficult To Believe"). ; • Provides An Explanation That Sounds More Like An Excuse. ; • Makes Feeble Effort To Win Back The Confidence Of The Customer; Fails To Explain What Steps Will Be Taken To Prevent Recurrence Of Problem. ; • Sounds Grudging In Granting The Adjustment. ; • Neither Tells The Customer Exactly What To Do Nor Explains Who Will Pay For The Repair. ; • Neglects To Close With Effective Resale Or Promotional Information To Build Future Sales. ; Revision: ; Current Date ; Mr. Joseph M. Thomas ; 2321 Columbia Street ; Kitchener, On N2B 4H6 ; Dear Mr. Thomas: ; We Agree That Your Newly Purchased Painting For Your Executive Offices Should Have Arrived Without Sags In The Canvas, And We Urge You To Engage A Local Framing Shop To Restretch It. ; When Any Central Park Gallery Painting Is Shipped, We Encase It In Three Layers Of Protection: Two Layers Of Convoluted Foam And One Layer Of Perf-Pack Foam. These Multiple Layers Work Together To Provide Superior Shock Absorption And Guard Your Art From Bumps And Scrapes During Shipping. However, The Shipper May Have Laid The Package Down Instead Of Standing It, Thus Allowing The Canvas Of This Large Painting To Sag Somewhat. You Can Be Sure That We Will Review Our Transport Instructions With Our Shippers So That Future Deliveries Follow Our Strict Guidelines, Thus Preventing Your Experience. ; Central Park Gallery Takes Pride In Offering Works Of Art Of The Highest Quality And Value To Collectors And Decorators. Your Satisfaction Is Important To Us, And That'S Why We Encourage You To Have Your New Painting Restretched At A Local Framing Shop So That You Will Be Completely Satisfied With The Way Your Work Of Art Hangs In Your Executive Offices. Please Have The Framing Shop Bill Us Directly. ; To See Our Latest Collection Of Original Fine Art At Extraordinary Prices, Please Look At The Enclosed Catalogue Of Collectible, Custom-Framed Works. We Appreciate Your Patronage, And Our Dedicated Staff Looks Forward To Continuing To Serve You. ; Sincerely,

Document For Analysis: Request Memo (Objs. 1-5)

Weaknesses: ; • Fails To Open With The Main Idea (Asking Employees Which Plan They Prefer). ; • Confuses The Reader With Unnecessary Information.; • Emphasizes The Writer'S View Rather Than The Reader'S.; • Forgets To Make It Easy For The Reader To Respond.; • Does Not Provide An End Date. ; Revision: ; Date: Current ; To: All Employees ; From: Kim Albano, Human Resources ; Subject: Floating Holiday Options ; Would You Prefer (A) An Individual Floating Holiday Or (B) A Company-Wide Uniform Floating Holiday? ; Because We'Re Genuinely Interested In Developing A Holiday Plan That Pleases As Many People As Possible, We'D Like Your Response Below. ; In The Past We'Ve Allowed 11 Holidays Plus 1 Floating Holiday, Agreed On By Company-Wide Ballot. Now, Though, We'D Like To Offer You The Possibility Of An Individual Floating Holiday. You Would Be Able To Choose The Date You Wish To Take, Subject To Staffing Needs Within Your Departments. If Several Requests Are Made For The Same Date, Employment Seniority Would Govern. ; Please Check The Plan Of Your Choice: ; ___ I Prefer To Retain The Current Policy Of A Uniform Floating Holiday. ; ___ I Prefer An Individual Floating Holiday, Subject To The Provisions Described Above. ; To Have Your Choice Counted, Return This Form To Human Resources By January 25.

Document For Analysis: Weak Persuasive Memo (Obj. 3)

Weaknesses: ; • Fails To Provide A Descriptive Subject Line. ; • Opening Paragraphs Sound Whining, Negative, And Critical. ; • Fails To Begin With An Engaging Statement Or Description Of Existing Problem. ; • Does Not Develop Logical, Focused Description Of Problem Or Proposal.; • Fails To Emphasize Savings In Highly Readable Form.; • Does Not Promote Proposal With Positive Arguments.; • Fails To Present Counterarguments To Possible Objections. ; • Fails To Guide Reader To A Positive Reaction To The Proposal Or The Sample Garment.; • Does Not Put Forth A Specific Recommendation. ; • Fails To Close With A Specific Action To Be Taken And An End Date. Omits Motivation To Act. ; Revision: ; Date: Current ; To: Candace Daly, Vice President, Marketing ; From: Robert Forsythe, Exhibit Manager ; Subject: Reducing A Major Expense At Trade Shows ; At Your Suggestion, I'Ve Been Searching For Ways To Reduce Our Trade Show Exhibition Costs. One Of Our Major Expenses Is The Booth Gift That We Present To Visitors. ; At Past Trade Shows We'Ve Given Away A Nine-Colour, Silkscreened T-Shirt Designed By A High-Priced, Outside Designer. Each Shirt Cost $15 To Produce. However, I'Ve Located A Chinese Supplier Who Can Produce Good-Looking T-Shirts, And The Cost Is Only $4 Each. Look At The Savings: ; 2000 Silkscreened T-Shirts @ $15 ; $30 000 ; 2000 Cheaper T-Shirts @$4 ; 8 000 ; Savings ; $22 000 ; Please Examine The Enclosed T-Shirt Sample. You Might Expect A Cheaper Shirt To Be Less Acceptable, But As You Can See, This Shirt Is Quite Presentable. What'S More, It Advertises Our Name Just As Well As The More Expensive Silkscreened T-Shirts. We Expect Folks To Wear This Shirt When They Work Out, And The Cheaper Shirt Serves The Purpose Just As Well As The More Expensive One. ; With Increasing Travel Costs And Decreasing Trade Show Budgets, We At Life Fitness Have Had To Look Carefully At How We Spend Our Limited Funds For Exhibitions. We Have Decreased The Number Of Shows In Which We Participate, And We Take Fewer Booth Staffers. But Here Is Significant Way In Which We Can Reduce A Substantial Expense.; To Save $22,000 In Exhibition Costs, Please Authorize The Purchase Of 2000 T-Shirts For Our Next Major Trade Show. If I Receive Your Authorization Before April 4, We Can Be Sure Of Receiving A Supply From Our Chinese Supplier For The September Toronto Trade Show. ; Enclosure ; Note: You May Ask Why This Memo Is Not Written Directly. Actually, The Direct Strategy Is Definitely A Possibility. We Have Assumed That The Writer Thought It Necessary To Use Persuasion. If This Memo Were Developed Directly, The Following Opening Might Be Used: "We Can Save $22,000 At The Next Trade Show By Giving Away Cheaper, Yet Nicely Made, T-Shirts As Booth Gifts."

Document For Analysis: Saying No To A Job Applicant (Objs. 1, 2, And 5)

Weaknesses: ; • Opens With Such Enthusiastic Language That Reader Is Misled About What Will Follow. ; • Reveals Dangerous Information That May Motivate Litigation. ; • Shows Little Respect For Reader'S Feelings. ; • Uses Many Subordinate Clauses But Not Skilfully. ; • Includes More Negative Language Than Is Necessary. ; Revision: ; Current Date ; Mr. Robert W. Margolies ; 9410 Plainfield Road ; Guelph, On N2H 5J4 ; Dear Mr. Margolies: ; Ms. Martineau And I Were Pleased To Interview You Last Thursday And Tell You Something About Vortec Enterprises And Its Operations. ; We Were Fortunate To Have A Number Of Well-Qualified Individuals Apply For The Position Of Human Resources Assistant. To Fill This Position, We Hired A Graduate Of Ryerson University Who Seemed To Have The Qualities We Sought. We Wanted To Write You Immediately To Enable You To Continue Your Job Search. ; You Have Our Best Wishes In Finding Exactly The Right Position To Match Your Background And Education. ; Sincerely,

Document For Analysis: Poor Claim Letter (Obj. 3)

Weaknesses: ; • Sounds Angry, Hostile, And Accusatory. ; • Fails To Begin With Compliment, Point Of Agreement, Statement Of Problem, Or Brief Review Of Action Taken To Resolve Problem. ; • Does Not Appeal To The Receiver'S Sense Of Fairness Or Responsibility. ; • Provides Little Stress On Reader Benefits. ; • Uses Immoderate Language (Implies That The Salesperson Lied, Calls The Transaction A "Ripoff"). ; • Fails To Conclude With A Specific Action Request. ; • Does Not Make It Easy For The Reader To Agree And Respond. ; Revision: ; Current Date ; Mr. Kurt Littleton ; Lawson Business Products ; 291 Bostwick Avenue ; Kingston, On K6K 6H7 ; Dear Mr. Littleton: ; The Four E-Studio 120 Photocopiers That We Purchased Three Months Ago Are Inadequate For Our Volume Of Copying. ; Although We Told Your Salesperson, Julia Franks, That We Averaged 3000 Copies A Day, She Recommended The E-Studio 120. This Model Appears To Have Been The Wrong Choice For Our Heavy Use, And We'Re Disappointed In Its Performance. Therefore, We'D Like To Trade In Our Four E-Studio 120 Copiers (About $2500 Each, As Shown On The Enclosed Invoice) On The Purchase Of Two E-Studio 600 Copiers (About $13,500 Each).; When I Discussed This Possibility With Your District Manager, Ron Rivera, He Said That We Would Be Charged 50 Percent Depreciation If We Traded In The Four E-Studio 120 Copiers. That Amounts To $5000, A Considerable Sum For Three Months Of Copier Use. We Think A Depreciation Rate Of 20 Percent Is More Reasonable. Your Company Would Profit In Three Ways:; • The E-Studio 120 Machines Were Used A Short Time, And They Can Be Resold Easily. ; • You'Ll Be Making A Sizable Profit When We Purchase Two E-Studio 600 Copiers. ; • Your Service Technicians Will Save Time By Making Fewer Trips To Repair Our Overworked E-Studio 120 Machines. ; We Purchased The E-Studio 120 Copiers In Good Faith On The Recommendation Of Your Salesperson. We Feel That It Is Your Responsibility To Help Us Secure The Proper Model For Our Needs. ; Please Approve My Request To Trade In Four E-Studio 120 Copiers For A Value Of $8000 (Allowing For 20 Percent Depreciation) Toward The Purchase Of Two E-Studio 600 Models. Just Initial This Letter Showing Your Approval, And Return It To Me In The Enclosed Envelope. I'Ll Work Out The Details Of The New Purchase With Your Salesperson. ; Sincerely Yours, ; Enclosure

Using The Passive Voice Makes Sense When

You Want To Be Diplomatic In Pointing Out A Problem It Error

Components Of Expectations

Working With Others Involves Setting Expectations. It Is Directly Tied To Your Credibility And Ability To Foster Interpersonal Trust In The Workplace. Failure To Set Expectations Can Lead To Lasting Professional Disappointment And Breakdowns In Working Relationships. ; 1) Explain Overall Expectation; 2) Describe Responsibilities-Means Designating Tasks And Work Outcomes To Certain Employees.; 3) Provide Deadlines-Means Setting Out The Timeline By Which The Work Should Be Accomplished Satisfactorily.; 4) Discuss Coordination-Involves Providing Guidelines For How Employees Should Communicate And Corporate With Each One Another. ; 4) State Goodwill

What Can Writers Do To Improve The Readability And Comprehension Of E-Mails And Memos? (Obj. 2)

Writers Can Enhance Readability And Comprehension By Using Numbered Lists, Bullets, Columns, Headings, White Space, And Good Organization. (Textbook, P. 159)

The Process For Creating Business Messages

Writing Effective Business Messages Involves A Process - One That Involves Examining, Developing, And Fining Business Ideas In A Way That Provides To Your Audience.; It Drives Collaboration And Productivity In Your Work Relationships

3. The Ending Of The Report

You Can End Your Report In A Number Of Ways:; 1. Summary; 2. Conclusions Section; 3. Recommendations Section

Consider Times When You Have Been Aware That Others Have Used The Indirect Pattern In Writing Or Speaking To You. How Did You React? (Objs. 1-5)

You May Indicate That You Appreciated The Indirect Pattern Because It Was More Tactful And Made You Feel That The Communicator Cared About Your Feelings. On The Other Hand, You May Suggest That You Felt You Were Being Manipulated And That You Distrusted The Communicator Who Was Not Forthright. You May Also Say That You Were Impatient To Hear The Bottom Line, That You Disliked "Beating Around The Bush." ; Most Business Communicators Feel That Using The Indirect Pattern Prepares The Reader For Bad News Or For An Important Idea. Other Communicators Contend That The Indirect Strategy Is Unethical. However, It Is Not Unethical To Make The Best Presentation Possible. To Say That Something Is Unethical Is To Suggest Dishonesty. It'S Not Dishonest To Delay Bad News In An Effort To Protect The Feelings Of The Receiver. The Important Point To Recognize Here Is Assessment Of The Receiver'S Reaction. If You Feel That The Receiver Would Prefer To Have The News Directly, Then Do Just That.

Your Comments About A Job Candidate Could Be Considered Libelous If

You Mention In A Recommendation Letter That Your Other Employees Seemed Pleased That The Candidate Left

What Does Planning & Conducting Research For Business Reports Demonstrates?

You Personal Credibility; 1. Shows Competence ; -- When You Can Collect, Analyze, & Present Business Research; 2. Shows Caring; -- When You Collect Business Research That Fills An Unmet Need For Others; 3. Shows Character; -- When You Collect, Analyze, & Report Your Research Data Fairly

Competence

Your Knowledge And Skills Needed To Accomplish Business Task, Approach Business Problems, And Get A Job Done Your Track Record.

Ease Of Processing Means

Your Readers Need Less Mental Effort To Understand Your Message; The Closer You Match Your Writing Style To The Way Your Readers Think And Talk, The Easier It Is For Them To Process The Information You Present

mum effect

occurs when the chain of messages within an organization is filtered at each level to leave out or inaccurately state the bad news

mum effect

occurs when the chain of mssgs w/in an org. is filtered at each level to leave out or inaccurately state bad news --mssg that top execs. often hear ends up being unrealistically rosy businesses can repeatedly underperform & even fail on projects due to mum effect