Business Communication Ch. 5 – Ch. 10 – Flashcards
Unlock all answers in this set
Unlock answersquestion
3 Goals of Messages _____ knowing your audience, ideas, and primary key pts. _____ sets the tone; easy read and navigate _____double checking. FAIR test.
answer
Planning; Drafting; Reviewing
question
Planning stage apply AIM A=____ the readers values and priorities are in account I=_____ identifing the problem, create plan, open mind M= _____ Importance of setting up messages
answer
Audience; Idea; Message structure
question
Message in AIM; _____ message is deductive (direct) leads to reasoning 15 words _____ message 40-100 words; make sure conclusion is _____ ____ _____ ____ Approach when delivering bad news and before the primary message
answer
Framing/Primary; Main; Call to Action; indirect/inductive
question
Underlying message, make sure they are not mixed
answer
Meta Message
question
Showing concern you avoid using _____ statement
answer
Avoid using I statement, be positive, diplomatic
question
Importance of Conciseness; ____to___ words for paragraphs short sentences __ to ____
answer
40-80; 10-20
question
Natural Style of Writing Using ___ voice for business; have a meeting convert to to meet Use ____ voice for research Important to show consistent pattern which is ___ ____
answer
Active; Passive; Parallel Language
question
Naviagtional Design The heading should be ____ and identifies key ideas
answer
Bold;
question
Completeness 3 strategies are:
answer
all relevant information; being accurate; and being specific.
question
The review process 3 strategies
answer
FAIR test, proofreading, and getting feedback
question
E-Mail written in primary form are ___ in richness; best for task oriented and non sensitive messages; Readers are more focused on the ___ part of the message Subject line should always call an ____
answer
Low; Beginning; Action
question
Subject in e-mail= __ to ___ words Message= __to__ sentences or ____ to ___ words
answer
5-10; 3-4; 30-50
question
Breach of privacy; ease of forwarding
answer
Blind Carbon Copy
question
E-mails lack face to face so they can cause a _____effect, meaning if message is good, the reader may not pick up on it. ____ effect can lead to flames; even if e-mail is neutral
answer
neutrality; negativity
question
____incivility- being a douche clear cut in the e-mail ____incivility- indirect form of disrecpest
answer
Active; Passive
question
Diffusing issues with e-mails ____ is keeping it fact based; not personal judgements ____ overcoming anger _____avoiding escalation
answer
reinterpretation; Relaxation; Defusing
question
the age where people engage in networking, transparency and sharing knowledge
answer
Social Age
question
Social Media Structure; ____ a customizable front page ____journal format _____twitter, broadcasts announcements _____ Papers in which anyone can access and edit
answer
Dashboard, Blog, Microblog; Wikis
question
Works on your reputation by developing your _____
answer
Brand
question
Web ____, most Web pages were read-only and static Web ___, what emerged was the read-write Web, where users interact extensively with Web pages; interactive
answer
1.0, 2.0
question
Routine message require _____ time than business messages; Feedback is not needed; Critical factor is a routine message is the STRUCTURING, it should be ___ and ___ loaded
answer
Less; direct; front
question
When making a routine message request you want provide ____; retain ___ ____
answer
rationale; good will
question
When setting expectations describe responsibilities, deadlines and coordinations, provide a _____ format for deadline
answer
Chart
question
Announcement for Event; call to action; can 1 to 1 or 1 to many; rsvp
answer
Event Facts
question
Showing Appreciation; Don't be over the top; If it is a client-show ___ attitude in your response If it is an employee- not as formal, thanks quick rationale
answer
Formality;
question
Claims; Immediate state it in the beginning; claim honored before emotional;
answer
Claim Facts
question
____ messages are the glue that hold business communication together
answer
Routine
question
One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions.
answer
Identifying responses to particular questions becomes easier if a list is used.
question
setting expectations translates to setting tasks for employees is what part of the process
answer
Describing responsibilities
question
Channels of delivering bad news ___to___ is highest in richness, best for expressing sympathy _____ is not as high in richness but you have the ability to control what you are going to say not as personal. The more severe the news the more richness will be needed; SERVES AS REFERENCE
answer
face to face; Writing;
question
___ bad news if the subject line must be neutral and a ____ will soften the blow by expressing sympathy
answer
Direct; Buffer;
question
Prepares reader for the bad news
answer
Teaser Message
question
the ____ effect is when bad news goes from collegue to collegue and it filters out and is left inaccurate.
answer
MUM
question
Bad news to externals partners like consultants and joint ventures; if in writing make sure to _____ ___
answer
Follow up with phone call or visit
question
Bad news to customers should focus on solution and be neutral, if customer is at fault use -____ voice
answer
Passive
question
REVIEWING badnews messages use the FAIR test.
answer
Important
question
Negative performance review; dont sugarcoat, do not blame and work on solution; Focus on ____ not ____; set expectations
answer
Actions; Attitude;
question
In more-direct messages, you'll give the bad news first and then provide the rationale. Example
answer
We are laying you off as a result of your unethical behavior.
question
_____is a principle of influence whereby people follow authority figures.
answer
Authority
question
____ persuasive messages focus mostly on logical appeals _____persuasive messages, with the exception of those that emphasize price, generally include strong emotional appeals; Start with emotion
answer
Internal; External
question
Task 1= is to tie your product, service, or idea to the needs of your readers. . Task 2-you've stated the need, you may describe your solution, which is a recommended product, service, or idea.
answer
Persuasive message structure
question
Overcoming objections with counterpoints is risky in the post-trust era. This approach may unnecessarily carry a _____-versus-____ tone and delegitimize the readers' concerns.
answer
Me; You
question
____-voice is more effective in internal persuasive messages.
answer
We
question
most effective sales messages contain a _____ sales theme.
answer
Central
