Business Communication Ch 6

Name two of the 5 ways to deal with a resistant audience.

1. Open with statement of common ground 2. Explain need for change 3. Eliminate objections 4. Provide specific solution or recommendations 5. Explain implementation of plan if appropriate

Why is the close of the message one of the most important parts?

Audience will more likely remember due to recency effect

There are two types of message approaches. What are they?

Direct and Indirect Approach

Business communication typically should use business style, which is less formal than traditional academic writing and the same level of formality as a conversation.

FALSE

Business writing has not really changed much with the increased use of technology.

FALSE

Forecasting refers to the logical flow of ideas both throughout the message and within its subsections or paragraphs.

FALSE

In business writing, the "chunking" of information should be avoided since it makes a message more difficult to read.

FALSE

It isn't necessary to provide introductions in written messages written for business audiences since they don't have time to read them.

FALSE

When communicating with a resistant or even hostile audience, you should state your proposed idea clearly and immediately.

FALSE

Name 2 objectives good organization helps to achieve.

Good organization helps your reader understand your message and it demonstrates the quality of your thinking.

All informal business messages typically contain three parts. What are they?

Introduction, Body, and Close

As a writer, you should be consistently telling your readers or where they are going, where they are at, and where they have been so they don't become confused or have to expend a lot of their own energy trying to figure out your message.

TRUE

Even for very simple, routine messages, a little thought to organization, structure, and content can go a long way to ensure that a message is clear.

TRUE

Even when writing short, routine email messages, it is a good idea to include a goodwill close.

TRUE

Failure to use conventional business formats for written messages may indicate to your reader that you are not aware of professional expectations and practices, thus damaging your credibility.

TRUE

Generally, the type of benefit that is most persuasive to a business audience has to do with money: making it or saving it in some way.

TRUE

In e-mails, it is important to get your audience's attention by providing an informative subject line.

TRUE

It is important for an e-mail message to be as grammatically correct as any other type of written message and to use correct punctuation and spelling, since errors can negatively affect the clarity of the message as well as the credibility of the sender.

TRUE

One of the easiest ways to make a logical appeal is to cite authorities on a particular subject.

TRUE

When planning the delivery of a "bad news" message, you should first consider whether you can reframe the message by focusing on a positive aspect of the situation.

TRUE

Bulleted lists should be used a. As a forecasting device for information that will be further elaborated upon in subsequent paragraphs. b. To provide as much of a business message as possible since they are easy to skim. c. For information that is to be used sequentially as in a series of steps or instructions. d. To deliver a persuasive message.

a. As a forecasting device for information that will be further elaborated upon in subsequent paragraphs.

An appeal based on the perceived credibility of the speaker is called a. Ethos or an ethical appeal b. Logos or a logical appeal c. Pathos or an emotional appeal d. Telos or an existential appeal

a. Ethos or an ethical appeal

Three common types of conclusions are a. Goodwill, summary, and sales or call to action b. Informative, persuasive, and bad news c. Informative, summary, and persuasive d. Summary, persuasive and bad news

a. Goodwill, summary, and sales or call to action

All of the following are examples of claims, EXCEPT: a. Thirty-three percent of Americans approve of the President's performance this term. b. Americans are concerned about the ethics of CEOs. c. You could have performed this task better. d. I am well qualified for this position.

a. Thirty-three percent of Americans approve of the President's performance this term.

When making decisions about the use of space in business message, you should a. Double space throughout b. Leave a one-inch margin on all sides of the page c. Create paragraphs 12-14 lines in length d. Provide plenty of spacethree or four blank linesbetween paragraphs

b. Leave a one-inch margin on all sides of the page

An appeal that uses facts and statistics is called a. Ethos or an ethical appeal b. Logos or a logical appeal c. Pathos or an emotional appeal d. Telos or an existential appeal

b. Logos or a logical appeal

Using graphics appropriately in written messages provides all of the following benefits, EXCEPT: a. Information is more easily understood than with the use of words alone b. Visuals help to make the Visuals take less time to create c. information conveyed more memorable d. Visuals enhance your professionalism and credibility

b. Visuals help to make the Visuals take less time to create

A _____ is often general or more abstract, while ______ is more specific. a. proposal, a message b. claim, evidence c. letter, an e-mail d. report, a proposal

b. claim, evidence

The AIDA approach is an acronym for a. Action, Interest, Desire, and Attention b. Attraction, Interest, Desire, and Action c. Attention, Interest, Desire, and Action d. Attraction, Invitation, Desire, and Attention

c. Attention, Interest, Desire, and Action

A television commercial that shows young people enjoying a day at the beach in their SUV is an example of the use of the ____ appeal. a. Ethical b. Logical c. Emotional d. Existential

c. Emotional

When creating a persuasive message, you should consider all of the following, EXCEPT: a. How your audience will initially react to your proposed idea b. How your audience feels about you, your company, or your product or service c. How you feel about your audience d. What obstacles or objections you must overcome

c. How you feel about your audience

The tactical elements that can be deployed for messages using the written channel of communication include all of the following, EXCEPT: a. Planning and developing the message b. Selecting and incorporating visual elements c. Revising for appeal d. Revising for coherence and flow

c. Revising for appeal

Written business messages generally should use all of the following, EXCEPT: a. Standard English b. Short yet complete sentences and short paragraphs c. First- and second-person pronouns d. Big words so that you will sound intelligent

d. Big words so that you will sound intelligent

Tests of the validity of evidence include all of the following, EXCEPT: a. Statistics b. Testimony c. Comparisons and analogies d. Emotions

d. Emotions

When writing email messages, you should a. Worry little about grammatical correctness since they are expected in routine messages. b. Use all capital letters since these are faster to type. c. Pay little attention to tone, since email is conversational. d. Provide a specific and informative subject line intended to gain the attention of your audience.

d. Provide a specific and informative subject line intended to gain the attention of your audience.