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The 3 primary steps involved in preparing a business message are?

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Planning, Writing, & Completing.

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Inexperienced communicators tend to?

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Dive directly the time it takes to complete business messages.

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In general, for internal communication, higher up your message goes, the

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Fewer details people want to see.

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In today's high-tech business environment, the need for managers to engage in frequent "walk-arounds" (chatting with employees to get input and answer questions).

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Still exists, according to many experts.

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In part, media richness refers to.

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A medium's ability to facility feedback.

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A key advantage of oral communication is.

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The opportunity to get immediate feedback.

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What is the richest?

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An interactive website enabling audiences to participate in the communication process.

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In the business message, the range of information you present, the overall length, and the level of detail is known as your?

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Scope

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Which of the following statement best reflects the "YOU" attitude?

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You will have your merchandise by July 15 if you send us your check for $25 today.

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In part because of limited opportunities for feedback, written communication and most forms of electronic communication require ________ than oral.

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More tact.

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If you must refer to someone's disability, the best wording would be.

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An employee with physical handicaps.

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Refers to the overall impression of your messages.

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Tone

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The casual, acronym-laden language used in text messaging and IM is

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Generally considered inappropriate and unprofessional in business.

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What is NOT a example of obsolete and pompous language?

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Please let us know.

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Plain language is a style of writing.

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Designed to make information more understandable to the audience.

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"Based on negative client feedback, the marketing department abandoned the campaign."

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Active Voice.

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Using the passive voice makes sense when you?

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Want to be diplomatic in pointing out a problem, error pr bad news.

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In a business message, errors in grammar and usage.

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Cause you to lose credibility with your audience.

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Words such as "Nevertheless", "However", "but," and "therefore"

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Are useful for making transitions.

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Messages sent via IM, text messaging, email and blogging

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Should be revised, even if it involves nothing more than a quick review before sending.

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In business messages, varying the length of your sentences.

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Helps you control the emphasis given to major and minor points.

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What is the most concisely worded sentences?

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Before the project begins, the engineers need the revised specifications from the project manager.

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Hedging is?

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~ Pulling back from making a confident statement about a topic. ~ Using words such a "may" or "seems" ~ A form of writing that should not be overused if you want to build strong credibility.

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Using white space in a document.

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Provides visual contrast and important resting points for your readers.

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Serif typefaces are generally preferable to sans serif fonts for.

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Regular paragraph text.

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Persuasion

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The attempt to change an audiences attitudes, beliefs, or actions.

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AIDA

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Attention Interest Desire Action

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AIDA model

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Is a useful approach for many persuasive message. The aida model is ideal for the indirect approach.

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Emotional Appeals

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Calls on audience feelings and sympathies rather than on facts, figures, & rational arguments .

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Logical Appeals

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Calls on reasoning and solid evidence.

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In a social media environment

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Persuasive efforts require a more conversational, interactive approach.

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Euphemisms

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Words or phrases that express a thought in milder tones-that convey negative or unpleasant connotations.

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Bias-free language

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Avoids words & phrases that unfairly & even unethically categorize or stigmatize people in ways related to gender, race, ethnicity, age, disability, or other personal characteristics.

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Gender bias

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Avoid sexist language by using the same labels for everyone, regardless of gender.

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Racial & Ethnic Bias

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Avoid identifying people by race or ethnic origin unless such a label is relevant.

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Disability bias

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Physical, mental, sensory, or emotional impairments should never be mentioned in business messages unless those conditions are directly relevant to the subject.

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Endorsements

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An endorsement is a statement on your behalf by someone who is accepted by your audience as an expert

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Style

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Choices you make to express yourself: the words you select, the manner in which you use those words in sentences.

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Conversational tone

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Warm and businesslike

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Headings

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A brief title that tells readers about the content of the section that follows.

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Subheadings

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Indicating subsections with a major section.

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Adjustment

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The settlement of a claim.

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Claim

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A formal complaint made in response to dissatisfaction over a product or service.

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Condolence letters

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Brief personal messages written to comfort someone after the death of a Ioved one.

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News release

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Specialized document traditionally used to share relevant information. Also known as "press release"

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Buffer

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A neutral, non controversial statement that establishes common ground with the reader in an indirect negative message.

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Whistle blower

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When employees report unethical or illegal behavior.

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When refusing a claim

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Demonstrate your understanding of the complaint. - explain your refusal. - suggest alternative action.

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You can help avoid committing defamation by not responding __________ or _________

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Emotionally, abusively

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The worst letter is

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A Termination letter.

BCOMM Chapter 4,5,6,8,9,10 – Flashcards

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