Business Communication chapter 4 – Flashcards
Unlock all answers in this set
Unlock answersquestion
The "you" attitude
answer
focus on the audience. What's in it for them. Means speaking and writing in terms of your audience's wishes, interests, hopes, and preferenecs
question
Maintaining Standards of Etiquette
answer
Even if a situation calls for you to be brutally honest, express the facts of the matter in a kind and thoughtful manner.
question
Emphasize the positive
answer
you can communicate news without being negative
question
euphemism
answer
milder synonyms, that convey your meaning without carrying negative connotations. Never should be used t obscure the truth. Senior citizen rather than saying "old people."
question
Bias-free language
answer
avoids words and phrases that unfairly and even unethically categorize or stigmatize people.
question
Bias forms
answer
Gender Bias Racial and Ethnic Bias Age Bias Disability Bias.
question
Credibility
answer
People are more likely to react positively to your message when they have confidence in you.
question
To build maintain, or repair your credibility emphasize the following:
answer
Honesty Objectivity Awareness of audience needs Credentials, knowledge, and expertise Endorsements- a statement by someone else on behalf of you that the audience recognizes. Performance Confidence Sincerity- don't use a hyperbole. Point out specific qualities that warrant praise.
question
objectivity
answer
Show that you can distance yourself from emotional situations and look at all sides of an issue.
question
awareness of audience needs
answer
directly or indirectly, let your audience members know that you understand whats important to them.
question
performance
answer
people need to know that you can get the job done.
question
Projecting your company's name
answer
Your company's interests and reputation take precedence over your personal views and communication style
question
style
answer
the choices you make to express yourself. The words you select and the manner in which you use them.
question
Tone
answer
style creates this. Its the overall impression in your message.
question
Ways to achieve a tone that is conversational but still businesslike
answer
Understand the difference between texting and writing Avoid obsolete and pompous language. Avoid preaching and bragging Be careful with intimacy Be careful with humor
question
Stuffy tone
answer
Too formal.
question
answer
just right for most business communication. Used in most business communication.
question
Unprofessional tone
answer
too casual for business communication .
question
Using Plain Language
answer
Audiences can understand and act on plain language without reading it over and over. Using "Plain English"-present information in a simple and unadorned style that allows your audience to easily grasp your meaning.
question
Active voice
answer
the subject performs the action and the object receives the action. Most of the time this voice is the best choice. "Jodi sent the email message." Easier to read and more livelier.
question
Choosing Powerful Words
answer
Correctness is the first consideration when choosing words. Effectiveness is the second consideration when choosing words. The more abstract a words is the more it is removed from the tangible, objective world of things that can be perceived with the senses.
question
Passive voice
answer
the subject receives the action. "The email was sent by Jodi." Can be cumbersome, lengthy and vague. Can help you demonstrate the "you" attitude in some situations also.
question
Abstract word
answer
expresses a concept, quality, or characteristic. Use broad encompassing category of ideas. Often intellectual, academic, or philosophical. Love, Honor, progress, tradition, beauty, productivity, quality, and motivation are abstractions.
question
Concrete word
answer
stands for something you can touch, see or visualize. Ex: Chair, green, database.
question
Finding words that communicate well
answer
Choose strong, precise words Choose familiar words Avoid cliche's and use buzzwords carefully Use jargon carefully
question
Balancing Concrete and Abstract Words
answer
Balance abstract terms with concrete ones. State the concept, then pin it down with the details expressed in more concrete terms. Save the abstractions for ideas that cannot be expressed any other way.
question
Finding Words that Communicate Well Look for the most powerful and familiarwords in each situation
answer
Choose Strong, precise words Choose familiar words Avoid cliches and use buzzwords carefully Use jargon carefully
question
Simple Sentence
answer
Has one main clause. A single subject and a single predicate.
question
Compound sentence
answer
Has two main clauses
question
Complex sentence
answer
Has one main clause and one subordinate clause
question
compound-complex sentence
answer
Has two main clauses at least one of which contains a subordinate clause.
question
Using Sentence style to emphasize key thoughts
answer
Emphasize specific parts of sentences by devoting more words to them. Putting them at the beginning or at the end of the sentence. Making them the subject of the sentence.
question
Topic Sentence
answer
Most effective paragraphs deal with a single topic, and the sentence that introduces that topic is called the topic sentence.
question
Crafting Coherent Paragraphs
answer
Most paragraphs consist of: A topic sentence that reveals the subject of the paragraph. Related sentences that support and expand the topic. Transitions that help readers move between sentences and paragraphs.
question
Establishing transitions
answer
Use connecting words. Echo a word or phrase from a previous paragraph or sentence. Use a pronoun that refers to a noun used previously. Use words that are frequently paired.Transitional elements: connecting words repeated words or phrases pronouns words that are frequently paired
question
Five ways to develop paragraphs
answer
Illustration comparison or contrast cause and effect classification problem and solution
question
Writing effectively for mobile devices
answer
Use a linear organization Prioritize information Write short, focused messages Use short subject lines and headings Use short paragraphs
