T3, BC

which of the following should be done when giving a negative performance review?

ask the employee why the performance is not higher, link poor performance to consequences, and explain how poor individual performance affects the organization.

Components of internal and external Persuasive messages

attention, need, solution, rationale, appreciation, counterpoints, action.

Internal Messages Examples

attention; overview of a business problem, Need; description of a business problem, solution; description of how your idea or policy addresses the business problem, Rationale; elaboration about why your idea or policy is the best option

sending tank you notes can accomplish which of the following

boost repeat business and maintain effective working relationships

Asynchronous communication

doe not occur in real time, individuals involved in such communication can pay attention to and respond to communications at a time of their choosing

setting clear expectations, especially in a supervisory role, is directly tied to

fostering interpersonal trust, and your credibility.

which of the following are ways in which people can boost their credibility when delivering bad news?

telling the truth in difficult situations, bearing responsibility for their role in the issue,and trying to lessen the negative impact on others who are involved.

The reviewing stage of the routine message writing process includes which of the following?

the FAIR Test, Feedback, and proofreading

Making tangible statements

the benefit is tangible; the customer knows how much they will save on individual level.

control

the degree to which communications can be planned and record, thus allowing strategic message development

One important aspect of delivering bad news messages is

to deliver the news in a timely manner.

Statements to Avoid in the Post - Trust Era

trust me, unbelievable, to good to be true, excuses, explanations, fear tactics

synchronous communication

occurs in real time individuals involved immediate responses to one another and engage in turn taking

in a business environment, blogs facilitate the sharing of which of the following among business professionals?

proposals, knowledge, and know how

Internal messages

more often focus on promoting ideas.

Set up the Message structure

direct, or indirect

External messages

more often focus on promoting products and services

Testimonial

"I never knew I could have so much negotiating power with a pre approved loan. By getting my car loan through Better Horizons. I negotiated a great dal with the car dealer. This is the way to buy cars!

Getting the Tone and Style Right for Persuasive Messages

Apply the personal touch, use action oriented, lively language, write with confidence, offer choice, and show positivity.

a poorly delivered business apology may often

Compound the original mistake, and lead to disastrous consequences.

Chapter 7

Email and Other Traditional Tools for Business Communication

which of the following are demands often created for the recipient of a business email?

Emails add to the amount of work a recipient must do, emails often disrupt other work tasks and emails may create a time commitment.

Using action -oriented and lively language

Example, the action verb "runs" implies a full fledged and active effort on the part of the Betty Williams Breast Center.

Components of persuasive messages

Gain attention, raise a need, deliver a solution, provide a rationale, validate views, give counterpoints (optional), call to action.

Savvy business communicators understand the importance of ______ _____ into their persuasive

Injecting emotions

Chapter 10

Persuasive Messages

challenge

Please join our team in this year's Hope Walkathon in the fight against breast cancer

We - voice; Cautions

Presumptions - assuming you share common beliefs, ideas, or understanding with your colleagues.

Effective Attention Getters

Rhetorical questions, Intriguing statistic, compelling and unusual fact, challenge, and testimonial

Implicit

The request or some of the rationale for the request may be implied. The reader needs to read between the lines to grasp the entire meaning.

You-voice; Appropriate Cases;

Use in external persuasive messages to emphasize reader benefits.

all routine messages should contain which of the following components?

a primary message, a restatement of the key message, and details.

liking

a principle

Reciprocation

a principle of influence based on returning favors

social proof

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

Authority

a principle of influence whereby people follow authority figures

scarcity

a principle of influence whereby people think there is limited available of something they want or need, so they must act quickly

Consistency

based on the idea that once people make an explicit commitment, they tend to follow through or honor that commitment

Strategically selecting channels for communication

control, planning, permanence, constraints, coordination, resources, synchronous communication, and asynchronous communication.

Effective communicators find ways to appeal to the ____ ____ ____ of products, services, and ideas.

core emotional benefits

coordination

deals with the effort and timing need to allow all relevant people to participate in a communication.

which of the following are ways in which you can make the situation better for recipients of bad news?

delivering the news in a timely manner, understanding the impact of the news on them, and choosing the right mix of communication channels.

writing with confidence

effective persuaders provide compelling and simple reasons for action. they should show confidence in these ideas.

Some advantages to delivering bad news in writing include which of the following?

efficient, easier documentation, reference

After having committed intentional or unintentional harm, business professionals with high ________ intelligence will seek immediately to improve workplace relations.

emotional

building a personal brand on a social media platform in a business environment can

establish meta message about yourself, and further your career.

permanence

extent to which the message can be stored, retrieved, and distributed to others.

when you express sympathy to a professional contact over a death, you should

handwrite the expression on a nice card, mention positive memories, and keep the expression brief.

emphasizing choice

hard sells are increasingly ineffective in a PTE, especially in written format. this appeal focuses on voluntarism and contribution to the community without telling threader what to do.

Planning

implies the communication can be tightly drafted, edited and revised, rehearsed , and otherwise strategically developed delivery.

Richness

involves two considerations: the level of immediacy and the number of cues available.

intriguing statistic

in the past five years, we've lost over 200 members over 10 percent of our membership.

resources

include the financial, space, time, and other investments necessary to employ particular channels of communication.

explicit

nothing is implied, and statements contain full and unambiguous meaning.

I - voice; cautions

overuse implies self centeredness

Impersonal voice; cautions

overuse may depersonalize the message

You-voice; cautions

presumptuousness - assuming you know what is good for someone else.

traditionally, most business blogs posts were authored by one or a few individuals, but increasingly, _____ ______

professionals groups, and company teams

which of the following are true of routine business messages?

readers are expected to react positively to them, resistance to them is not anticipated and they deal with straightforward information

Immediacy

relates to how quickly someone is able to respond and give feedback.

an important strategy for responding to inquiries is to _________ so that readers can quickly identify responses.

set off each question

project blogs are primarily used to share information about projects among

short term teams

constraints

the practical limitations of coordination and resources

To justify a routine request, you should provide

the rationale for the request in your message.

Indirect

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

Avoiding Exaggerations and superlatives

this statement focuses on specific benefits and uses words that nearly all people view positively (nonprofit, member-controlled, savings, better, lower fees). it is both positive and plausible.

I - voice; appropriate cases

use in all persuasive messages sparingly

We - voice; appropriate cases

use in internal persuasive messages to emphasize shared work goals.

Impersonal voice; appropriate cases

use in persuasive messages to emphasize objectivity and neutrality

which of the following are effective techniques for an effective response to inquiries?

using bold to highlight each question, giving each question its own section, and including links to web pages with additional information.

apologies become ineffective when they are

vague, defensive, and cliche

routine business messages generally focus on

work tasks, and maintaining workplace relations

Direct

you begin with a main idea or argument and then provide the supporting reasons

compelling and usual fact

you've probably heard car dealers boast about their near zero percent interest rates but there's catch! By financing

Voice in Persuasive Messages

you-voice, and we voice

emails that are easy to read have which of the following features?

obvious labeling of document attachments, and a subject line that clarifies the message.