Business Communicationsample – Flashcards
Flashcard maker : Adam Howard
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The best business writing is purposeful, persuassvive, audience oriented and:
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Economical
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WHich of the following takes place during the first phase of the 3×3 writing process:
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Decide what techniques
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Which occurs in the second phase of the 3×3:
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Conduct research
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WHich occurs in the third phase of 3×3:
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Edit, Proofread, Evaluate
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Which statement is most accurate about the 3×3:
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Most experienced wirters spend most of their time in the third phase
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Which of the following statements about the “you” view is most accurate?
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Be careful not to overuse and misuse you and your
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Which sentence best illistrates the “you” view
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You will recive your complete itinerary one month before your trip
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If an audience will be unwiling, uninterested, displeased, dissapointed the most effective organizational pattern is the:
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Indirect
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Organizational pattern for pleased audiences:
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Direct
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Which of the following should be organized in a direct pattern:
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An online manual showing visitors how to download a software program
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Explain and justify the main idea in the body of the message
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Which of the following subject lines is most effective:
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Sales Meeting on January 30
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Best way to get started on an important e-mail message:
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Consider composing this important e-mail offline
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Monique wants to be an effective e-mail communicator:
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Use bullets,consider cultural differences,double check before hitting send
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Before sending a letter to a local company for an internship:
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Analyze the purpose of the letter and the reader
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Best business writers do what in the opening paragraph:
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State immediately whay they are writing
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The body of a routine request or response message should:
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present details that explain your request or response
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The body of a routine response message should:
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Present details that explain your request or response
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Best way to ask a series of questions in an e-mail:
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In a bulleted or numbered list in the body of your e-mail
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Where should deadlines and action information be placed in a routine request message:
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In the closing
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Instruction messages are used to:
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Explain clearly how to complete a task
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Instruction messages should be written:
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using a straighforward, direct approach
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The opening of a direct claim letter should:
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Open with a clear statement of the problem or with the action you want the reciever to take
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What should you do in the body of a direct clain letter:
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Mention you have enclosed copies of all permanent documents
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Which is the best closing to a direct claim letter:
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Please credit $24 to my account by March 31, when my next billing cycle begins
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Which of the following is the best opening to an adjustment letter:
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We have credited $24 to your account
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What should you do in the body of the adjustment letter:
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Explain how you are complying with the claim
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Which of the following is the best closing for an adjustment message:
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We hope this refund proves our commitment to providing exellent customer service
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Which of the following is not one of the 5 S’s
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Savvy
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When should you send a thank you note:
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Gift, Favor, Guest
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Barriers that create misunderstandings:
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Bypassing,Differing frames or reference, Lack of language skills, poor listening skills emotonial reference, physical distractions
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Periodic/Activity reports
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Describe production, sales, shipping, service, and other recurring activities.
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Trip, convention, conference reports
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Describe an event, summarize three to five main points of interest, itemize expenses, and analyze the event’s value
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Progress and interim reports
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Explain continuing projects including work completed, work in progress, future activities, and completion date
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Investigative reports
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Examine problems and supply facts; provide little analysis.
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Justification/recommendation reports
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Make recommendations to management; provide data to solve problems and make decisions.
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Feasibility reports
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Analyze problems and predict whether alternatives will be practical or advisable.
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Yardstick reports
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Establish criteria and evaluate alternatives by measuring against the “yardstick” criteria.
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Stereotype
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An oversimplified behavioral pattern applied uncritically to groups
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Prototype
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A mental representation based on characteristics that are flexible and open to new definitions
