Business Communication Exam 3

Modify customer's expectations. Explain how you plan to resolve. Repair damage to business relationships.

What are three goals of handling bad news about transaction?

Respond to the inquiry and answer all questions. Leave the reader with a good impression. Encourage the future sale.

What are three main goals for answering requests of information or action?

Ignore or delete the request. Refrain from making any recommendations. Responding to the request

What are three options to refusing social networking recommendation requests?

Define operational procedures. Outline communication tasks and responsibilities. List news and social media outlets for disseminating information

What are three steps to develop a crisis management plan?

Follow-up messages. Message of inquiry. Request for a time extention

What are three types of messages?

Suitability. Good fit with organization, team, and position

What are two things employers look for in an interview?

Clarity and ease of finding information. Conciseness and overall length

What are two way to revise you resume for clarity?

Plan, Write, Complete

What is the three step process?

Shorter

____ presentations: direct approach for routine information or good news. Indirect approach for bad news or persuasion

Longer

____ presentations: direct approach to motive or inform. Indirect approach to analyze, persuade, or collaborate

Refusing

____ routine requests includes choosing your approach, focusing on the most important relationships and requests, not leaving a closed matter open-ended, offering alternatives, and only offering assistance if available

Rejecting

____ suggestions and proposals includes choosing your approach based on the following factors: is the proposal solicited or unsolicited, is the proposal from an internal or external source, what is the nature of your relationship with the sender

Organize

____ your information with audience-centered "you" attitude, limited scope, explain reason, build interest, ask for a decision or action, and choose approach

Preparing. Traveling. Waiting

Be ready when you arrive by _____,_______, and ______

Combination

Blend chronological and functional. Highlight capabilities. Highlight education. Minimize concern. (resume format)

Key

Designing slides around a ____ visual are structuring, organizing, and explaining.

Personal

Developing a ____ strategy includes getting organized, starting now and sticking to it, and looking for stepping-store opportunities

Nonlinear

Doesn't flow in any particular direction. Allows presented to move back and forth between topics

Pertinent

For gathering ___ information, employment education, and volunteer are important aspects

Goodwill

Fostering ____ includes sending congratulations, sending messages of appreciation, and offering condolences

AIDA

Frame your arguments with the _____ model - attention, interest, desire, action

Performance

Giving negative ______ reviews includes documenting performance problems, evaluating all employees consistently, writing in a calm and objective voice, focusing on opportunities for improvement, and keeping job descriptions up to date.

Responsively

Handing questions ____ by establishing ground rules, preparing to answer questions, noticing nonverbal signals, responding to difficult questions, controlling your presentation, and controlling your emotions

Negative

Some challenges of sending and receiving ___ messages are legal compliance, impact of negative message on recipient, managing emotions of both sender and recipient, and appropriately timing the message

Scope

Limit your ____ by working within time constraints and holding audience's attention

Etiquette

Maintaining ___ includes using audience-centered approach, using technology to demonstrate, being sensitive to user needs, opt-in email newsletters

Announcements

Making negative ____ on routine business matters include opening with a buffer, advance your reasoning, announce the change, and close on a positive note

Slides

Some advantages to structured ____ are easy to create, templates available, and complex ideas. Some disadvantages are text-heavy slides, repetitive appearance, audience response.

Concern

Some areas of ____ with resumes are frequent job changes, gaps in work history, inexperience, over-qualification, long-term employment with one company, job termination for cause, and criminal record

Apologize

The factors for determining whether to ____ is to deliver to apology from the right person in the organization, only apologize if its sincere, and deliver the apology quickly

Seating

The four basic ____ arrangements are classroom or theater, conference table, horseshoe or U-shaped, and cafe seating

Honest

Keep your resume ___ in aspects of education, employment history, references, and criminal records

Negative

5 goals of _____ communication are convey the bad news, gain acceptance of the bad news, maintain audience's goodwill, maintain good image for organization, and reduce the need for future correspondence

Animation

Adding ____ and multimedia, there are four categories of animation and special effects which are functional animation, transitions and builds, hyperlinks, and multimedia.

Objections

Anticipate ____ by identifying areas of potential resistance, finding solutions to potential objections, presenting all sides of the story, and explaining the pros and cons

Recommendations

Asking for ______ includes asking permission, organizing your request using the direct approach, stating the purpose of the recommendation, reminding the reader how you know each other, and closing with an expression of appreciation

Faulty

Avoid ____ logic by avoiding hasty generalizations, circular reasoning, attacking an opponent, oversimplifying a complex issue, mistake assumptions of cause and effect, faulty analogies, and illogical support

Mistakes

Avoiding common ____ in persuasive communication includes avoid using a a hard sell, don't resist compromise, avoid relying solely on great arguments, and don't use a "one-shot" approach

Confidence

Boost your ____ by remind yourself of the value you bring to the employer, emphasizing your positive traits, highlighting individual strengths, focusing on how you can help the organization succeed, and demonstrating your preparedness

Credibility

Building your _____ includes the use of simple language, provide objective evidence, identify information sources, establish common ground, emphasize common beliefs attitudes and experiences, be objective, present fair and logical arguments, focus on audience's best interests, persuade with logic, and build credibility before presenting proposal

Respectful

Close on a ____ note by considering alternatives, including positive statements, communicating how future mistakes will be avoided, finding a positive angle, avoiding an uncertain conclusion, managing future correspondence, expressing optimism, and being sincere

Interviews

Common types of _______ are structured vs unstructured, panel and group, behavioral and situational, and working and stress

Normal

Communicating under ____ circumstances includes matching the approach to the situation, considering the unique needs of each group, giving each audience time to react, planning to manage a response, looking for positive angles, seeking expert advice.

Actions you hope to motivate. Readers' expectations. Degree of resistance. Position in the power structure of the organization

Consider what four factors when balancing emotional and logical appeals?

Navigation

Creating ____ and support slides through title slides, agenda and program details, and navigation slides

Main

Define your ____ idea with a one-sentence summary that states your subject, purpose, and audience

Close

During the ____, conclude gracefully, discuss salary, and interview notes

Question-and-Answer

During the _______ stage, answer and ask questions, listen to the interviewer, and handle discriminatory questions

Chronological

Emphasize employment history. Specific information on employers. Job titles and dates of employment. Significant accomplishments (resume format)

Functional

Emphasize skills and accomplishments. Show what you can do. Emphasize job experience. Downplay gaps in employment. (resume format)

Courteous

End with a ____ close by ending on a neutral or positive note, a simple "thank you" may suffice, and clearly communicate any necessary follow-up action

Online

Ensure successful ____ presentations by sending preview materials, rehearsing using the system, keeping presentation simple, asking for feedback frequently, considering the audience's point of view, and giving everyone time to get connected

Credibility

Establish your ___ by having another person introduce you, introduce yourself humbly and simply, and inform audience why you are the right person for this presentation

Request

Explaining and justifying your ____ includes smooth and logical explanation, showing benefit to the reader, asking the most important question first, and breaking down complex requests

Adapting

In ____ your resume to your audience by showing how your capabilities meet business concerns, using the same terminology as the employer, and "translating" your experience

Purpose, Audience

In analyzing your _____ and ____, understand the true function of a resume (brief, persuasive message and stimulates interest to get an interview) and learn about your audience (professions, industries, and companies and those who may be reading your resume)

Hire

In learning to think like an employer, quality of ____ is important, which includes your ability to perform, your overall reliability, and your motivation level

Industries, Interest

In researching _____ and companies of _____, visit company websites, talk to customers, start with the riley guide, use specialized industry website, peruse periodicals and newspapers, visit blogs podcasts and community posts, and use job-search apps

Introduction

In the presentation ______, arouse audience interest, establish your credibility, and preview your message

Solution

In translating your potential into a specific ______ by customizing your resume for each position and relating your experience and skills to the specific needs of the position

Solicited. Prospecting

In writing application letters there are _____ and _____ letters

Slide

Ineffective ____ design are color, artwork, and typefaces and type styles

De-emphasize the bad news. Use a conditional statement. Tell what you did, not what you didn't. Emphasize what you did, not what you didn't do.

Name 4 ways to handle bad news carefully

Name and contact information. Introductory statement. Education. Name and contact information. Introductory statement.

Name 5 essential resume elements.

Mailing printed resumes. Emailed your resumes. Submitting your resumes to a website. Posting your resume on job websites

Name some way to distribute your resume

Clear Statement

Opening with a _____ ____ of the bad news includes stating the bad news at the beginning, maintaining a calm, professional tone, focusing on the news not on individuals, and explaining or reminding the reader why you're writing.

Buffer

Opening with a _____ includes open with a neutral statement, establish common ground, express appreciation, assure the readers you understand their needs, and be relevant and sincere

Linear

Outlines like conventional messages. Follow a predefined flow

Presentations

Persuasive ____ of ideas change attitudes or beliefs about a topic and include considering a new idea, reexamining options, and reconsidering ways of thinking

Requests

Persuasive _____ for action include using the direct approach for anticipated requests, using the indirect approach or AIDA model for unanticipated requests, open with an attention-getting device, and goals (gain credibility and convince your readers you will help solve a problem)

Adjustment

Persuasive claims and requests for ____ include reviewing the facts in positive tone: outline the problem and status, be specific about the resolution sought, provide a good reason for granting the claim, and close on a respectful note.

Marketing. Sales

Planning ____ and _____ messages includes assessing audience needs, analyzing your competition, determining key selling point and benefits, and anticipating purchase options

Employer's

Planning for the _____ questions include asking what is the hardest decision you've had to make, what is your greatest weakness, where do you want to be in 5 years, what didn't you like about your previous jobs, tell me about yourself, and how do you spend your free time.

Style

Polish your interview ____ by building your competence and confidence (stage and record mock interviews, look for opportunities to improve, observe your nonverbal behavior, improve speaking voice)

Image

Presenting a professional ____ include neat "adult" hairstyle, conservative business suit for formal settings, smart-looking "business casual" for less formal settings, limited jewelry, no visible tattoos or piercing, stylish and professional-looking shoes, clean hands and trimmed fingernails, little or no perfume, subtle makeup, and exemplary personal hygiene

Traditional. Scannable

Produce a ____ printed resume to bring to job fairs, interviews and other events. A _____ resume for website submissions and optical scanning systems for keywords

Reasons

Providing ____ and additional information includes explaining why the news is negative, considering the nature of the news, assessing your relationship with the reader, and determining whether to apologize

Position

Reinforce your ____ by using believable evidence, examine your language, use metaphors and analogies, and audience benefits

Job

Rejecting ___ applications includes personalizing with the recipient's name, opening with appreciation, conveying the news politely and concisely, avoiding explanations, not implying the application will be reviewed later, and closing with positive wishes

Close

Requesting specific action in a courteous ____ by including specific request and deadline, contact information, and expression of appreciation

Negative

Responding to ____ information in a social media environment includes responding to online rumors, countering false information, and defending attacks on a company's reputation

Rumors

Responding to _____ and countering negative information includes engaging early and often, monitoring the conversation, evaluating negative messages, and responding appropriately

Career

Seek ____ counseling by individual counseling (career planning and job-search workshops), job fairs, on-campus interviews, job listings, and online resources

Media. Channel

Selecting the right ____ and _____ includes analyzing options, selecting cost-efficient combinations, and employing multiple media and channels

Information

Sharing routine _____, include stating the purpose, providing necessary details, and ending with a courteous close

Ineffective

Some ____ slide design are lack of awareness, inadequate training, schedule pressures, habitual responses, and slideument hybrids

Advantages. Disadvantages

Some ____ to giving online presentations are cost savings and convenience. Some ____ are digital divide and human moments

Mistakes

Some _____ are overlooking resume errors, misspelling the manager's name, arriving late for an interview, tweeting something unprofessional, completing forms incorrectly, not doing your own research

Warm-up

Some _____ questions are why do you want to work here, what do you know about us, and tell me a little about yourself.

Testing

Some preemployment ___ and background checks are integrity tests, personality and cognitive tests, language proficiency tests, job knowledge and job-skills test, substance tests, and background checks

Delivery

Some questions to ask when practicing your ____ are can you present your material naturally, is the equipment working, can you make a compelling presentation without equipment, is your timing on track, can you easily pronounce all the words you plan to use, and have you anticipated questions and objections?

Anxiety

Some ways to overcome ____ are to have a positive mindset, don't worry about being perfect, know your subject, practice, visualize success, remember to breathe, be ready with your opening line, be comfortable, take a three-second break, concentrate on your message and audience, maintain eye contact, and keep going

Confidence

Speak with ____ by controlling beginning, confident posture, making eye contact, and sending confident nonverbal signals

Up Front

Starting your request ___ ___ by paying attention to tone, assuming audience compliance, and being specific

Planning

Step 1 in ____ a negative message is to consider your audience and purpose, select the right medium and channel, define your main idea, and choose the best approach

Planning

Step 1 in ____ persuasive messages is to analyze the situation, gather information, select the right media and channels, and organize the information.

Writing

Step 2 in ____ persuasive messages is to encourage a positive response by using positive and polite language, respecting cultural differences, being sensitive to organizational culture, and establishing your credibility

Writing

Step 2 is _____ a negative message which needs to writer to write clearly and sensitively, clarify your qualifications, convey respect, observe communication etiquette, and choose positive words

Completing

Step 3, _____ a negative message includes revising your content, producing professional documents, proofreading carefully, and delivering messages promptly

Employment

Terminating ____ includes clearly presenting the reasons, presenting reasons in a neutral manner, following company policy and applicable news, avoiding personal attacks or insults, having a colleague review the letter, and delivering the letter in person

Body

The presentation ___ should present your main points, connect your ideas, and hold your audience's attention

Close

The presentation ____ should restate your main points, end with clarity and confidence, and provide a clear wrap-up

Request

Three parts of a routine ____ are the opening, the body, and the close

Application

Tips for writing ______ letters are to avoid gimmicks and impress with qualifications, address to individual manager, clearly identify the opportunity, show your understanding of the company and the marketplace, avoid volunteering salary information, keep it short, show some personality, project confidence and not arrogance, and don't repeat information from your resume

AIDA

Using the ___ method for application letters are getting attention, building interest, increasing desire, and motivating action

Requests for action. Presentations of ideas. Claims and requests for adjustment

What are 3 common examples of persuasive business message?

Demonstrate your understanding. Steer the discussion. Evaluate the opportunity. Meet interviewers' expectations

What are 4 ways to plan questions of your own?

Printed traditional resume. Printed scannable resume

What are different versions of producing your resume?

Keep audiences, goals, and resources in mind and demonstrate design skills. Choose a style because it is trendy or flashy and deviate from industry norms

What are some "Do's" for choosing a design strategy for your resume? What are some "don't's"

Has a hiring decision been made yet? Can you tell me what to expect next in terms of the hiring process? What is the company's time frame for filling this position? Could I follow up in another week? Can I provide any additional information?

What are some follow-up questions to ask?

Telephone, Email or IM, Video, and Online

What are some interview medias?

Learn about the people you connect with. Don't overwhelm network contacts. Communicate clearly and succinctly. Respect contacts' personal information. Don't email your resume to strangers. Say "thank you" when someone helps you

What are some ways to practice network etiquette?

Introduction. Body. Close

What are the 3 distinct elements when developing the presentation?

Framing your arguments. Balancing emotional and logical appeals. Reinforcing your position. Anticipating objectives.

What are the 4 essential strategies for persuasive business messages?

Memorizing. Reading. Speaking from an outline or notes. Impromptu speaking

What are the 4 presentation methods?

Chronological, Functional, Combination

What are the three typical resume formats?

Controlled Methods. Choice of Methods

What are the two different methods when selecting the best combination of media and channels?

Small (conversational tone, conference room, invite comments) and Large (formal tone, state or platform, limit participation)

What are the two types of audiences?

Clean, Professional looking, Skimmable

What are three design elements for effect resume?

Plan (analyze the situation, gather information, choose media and channels, get organized). Write (adapt to the audience, compose the message). Complete (revise, produce, proofread, and distribute)

What is the three-step process for resumes?

Screening stage. Selection stage. Final stage

What is the typical sequence of interviews?

Previewing

When ___ your message, summarize the main idea, identify major supporting points, and indicate the order in which you'll develop the points

Proofreading

When ___ your resume, make sure to check headings and lists, grammar, spelling and punctuation and double-check and run it by at least three other people

Granting

When ____ claims and requests for adjustment, acknowledge receipt of the customer's claim or complaint, sympathize with customer, take personal responsibility, explain how you resolved the situation, take steps to repair the relationship, and follow up.

External

When announcing good news, use ____ messages with include news releases, direct-to-consumer releases, and social media releases

Audience

When arousing ___ interest, state your purpose and main idea, organize your major points and subpoints, identify major points, identify transitions between major points, prepare your bibliography, and choose a compelling title

Information. Action

When asking for ____ and ____, state request clearly, support why you're making the request, and appeal to readers' interest if applicable

Clear and concise opening. Share good news first. Prepare audience for details that follow

When asking what is the single most important message I have for the audience, what needs to be included?

Network

When building your ____, reach out to your classmates, target professions industries and social media, join student business organizations, attend industry trade shows, participate volunteering opportunities

Charts. Tables

When creating ____ and ___ for slides, reduce the detail, simplify, shorten numbers, limit data, highlight key points, and adjust size and design

Speaking

When creating a _____ outline, simplify the planning outline, condense points, add delivery cues, and arrange your notes

Online. Social Media

When creating an _____ or _____ ____ resume, use career management tool, take advantage of social networking, provide your resume to employers

Plain-Text. Word. PDF

When creating digital files of resume, you can have a ______ file, _____ file, and ______ file

Content

When creating effective handouts, some good _____ recommendations are charts or diagrams, articles and technical papers, case studies, recommended resources, and copies of presentation slides

Handouts

When distributing the _____, make sure to have titles, nature of content, and personal preference

Resume

When following up after submitting a ______ are to make a positive impression, adhere to employer's instructions, and be aware of job closing dates

Mobile Devices

When integrating ___ ____ in presentations, eliminate projection system, use slide broadcast systems, and send via subscription

Slide Masters. Predefined Layouts

When maintaining design consistency, use ____ ____ (color choices, font styles, and design) and ____ _____ (titles, graphic art, bulleted text)

Claims. Adjustments

When making _____ and requesting ____, explain the problem and give details, provide backup information, and request specific action

Outline

When preparing your _____ state the purpose and main idea, organize the points and sub-points, identify major points throughout, plan transitions between sections, prepare a bibliography or source notes, choose a compelling title

Details. Explanation

When providing ____ and _____, use the body to explain your point completely, use the indirect approach, only use negative information if it will elicit a positive response, and provide assurance to customer.

Recommendations. References

When providing _____ and _____, use the candidate's full name, objective candidate is seeking, nature of relationship with candidate, facts relevant to candidate and the opportunity, comparison of candidate to peers, and overall evaluation of candidate.

Slides

When reviewing the _______ make sure it is readable, consistent, simple, audience-centered, clear, concise and grammatically correct, focused, and fully operational

Visuals

When selecting the type of _____ to use, you can choose from prezis, slides, overheard transparencies, chalkboards and whiteboards, flip charts, and other visuals

Initiative

When taking the _____ to find opportunities, identify and target companies of interest, contact human resources, contact company representatives, use social media, describe what you can offer, and ask to be considered.

Solution

When translating your potential into a specific _____, customize your resume for each position and relate your experience and skills to specific needs of the position

Design

When verifying your ____ plans, review the plan, check presentation style, double-check cultural assumptions, keep it simple, use your time wisely.

Readable

When writing ____ content, limit each slide to one thought, concept, or idea, limit text content to four or five lines with four or five words per line, don't show a large number of text-heavy slides in a row, write short bulleted phrases rather than long sentences, use sentences only when you need to share a quotation or the like, phrase list items in parallel grammatical form, use the active voice, include short, informative titles, use visuals to convey the bulk of information.

Analyze

When you are to ___ the situation, define your purpose (inform, persuade, collaborate) and develop your audience profile (emotional state, comfort level with your language)

Gathering

____ information includes persuasive business messages, marketing messages, and sales messages

Backchannel

Work the ___ by integrating social media into the presentation process, monitoring and asking for feedback, reviewing comments, automatically tweeting key points, and establishing expectation with the audience

Conventional

Writing ____ sales and marketing messages using the AIDA model includes: getting the reader's attention, building interest, increasing desire, and motivating action

Social Media

Writing promotional messages for ____ ____ includes facilitating community building, listening at least as much as you talk, initiating and responding to community conversations, providing information that people want, identifying and support your champions, being real, and integrating conventional marketing and sales strategies

You

Writing the story of ____ includes your passions, your skills, what you bring to the organization, your past experiences, your goals, and your leadership and professional talents.

Advane

You should plan your presentation in ______

Legal

_____ ramifications of marketing and sales efforts include that messages must be truthful and non-deceptive, claims must be backed by evidence, "bait-and-switch" advertising is illegal, children's messages subject to special rules, can be binding contracts in many states, and must have permission to use person's identify

Analyze

_____ the situation by asking what are the audience's desires, needs, and culture and referring to demographics, psychographics, and motivation

Compose

_____ your resume by using a simple and direct style, using short phrases and not whole sentences, starting phrases with action verbs, providing specific supporting evidence, and including

Promotional

when creating ____ messages make sure to follow federal laws and regulations, state laws and regulations, and international laws and regulations