GEB CH 8 – Flashcard

question
developing routine messages
answer
developing ROUTINE MESSAGES quickly does not mean abandoning the writing process of planning, drafting, and reviewing
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the writing process for routine messages: key planning steps
answer
key planning steps: -audience analysis -idea development -message framework
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audience analysis
answer
consider exactly what information your audience needs and how they want to receive it
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idea development
answer
identify and gather relevant, accurate, and up-to-date information
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message framework
answer
create a front-loaded, direct, complete, and detail oriented message
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the writing process for routine messages: key drafting steps
answer
-tone -style -design
question
tone
answer
aim for a helpful, professional, reader-centered tone. show respect for your readers' time.
question
style
answer
makes your message easy to read. use short sentences and paragraphs and action- orientated language
question
design
answer
use subject lines and formatting to let your readers process and find information immediately
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key reviewing steps:
answer
-FAIR test: -proofreading -feedback
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FAIR test
answer
ensure that the message contains all needed information and that it is entirely correct
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proofreading
answer
check for typos and any signals that you are not attentive to the needs of others
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feedback
answer
request feedback from trusted colleagues when speaking on behalf of a team or unit
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making requests
answer
requests are the essence of people COORDINATING work efforts, buying and selling products and services, and MAINTAINING work relationships
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setting expectations
answer
-setting expectations is directly tied to your CREDIBILITY and ABILITY TO FOSTER interpersonal trust in the work place -failure to do it can lead to lasting professional DISAPPOINTMENTS and BREAKDOWNS in working relationships
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providing directions
answer
-directions typically include specific-often STEP-BY-STEP- guidelines for accomplishing particular tasks -in messages with procedures and directions, make the steps stand out clearly by ENUMERATING each one
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creating announcements
answer
ANNOUNCEMENTS: -updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/ or customers
question
components of announcements
answer
-Gain attention -give announcement -provide details -call to action -state goodwill
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creating announcements cont.
answer
to prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest
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making claims
answer
claims: -requests for other companies to compensate for or correct the wrongs or mistakes they have made
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components of claims
answer
-make claim -provide rationale -call to action -state goodwill
question
showing appreciation
answer
a sincere expression of thanks also helps ACHIEVE business goals and STRENGTHENS work relationships
question
an APOLOGY includes the following:
answer
-ACKNOWLEDGMENT of a mistake or an offense -an expression of REGRET for the harm caused -acceptance of RESPONSIBILITY -a COMMITMENT that the offense will not be repeated -effective apologies should be timely and sincere
question
_____ are the glue that holds together most coordinated business actions.
answer
routine messages (Most routine messages are simple. Yet, routine messages should not be treated as unimportant or inconsequential. They are the glue that holds together most coordinated business actions.)
question
Which of the following is true about the placement of a primary message in an email?
answer
It is never placed in a signature block in an email. (The primary message should have ten words or fewer, and you should typically place it in the subject line of your email to immediately capture attention. Furthermore, the primary message should appear in the first sentence or two of the message and again in the closing if your message is several paragraphs long. But, you would never place the primary message in the signature block of your email.)
question
Which of the following is a reason why idea development requires less time for routine messages?
answer
Routine messages deal with straightforward matters. (For most routine messages, you can accomplish the AIM planning process fairly quickly. Because you generally are working with straightforward matters and your audience is likely to respond positively, you will generally not need much time for audience analysis. Since you are typically dealing with straightforward matters, you don't need much time for idea development.)
question
In which of the following stages should you consider using bullets, numbering and special formatting to highlight key areas?
answer
drafting (As you draft the message, aim for a helpful, professional, and reader-centered tone. Focus on making the message easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Design your message so readers can find information in just moments. Use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas.)
question
While writing a routine message, during the drafting stage you should:
answer
make your message easy to read. (While writing a routine message, during the drafting stage you should make your message easy to read.)
question
Which of the following components of setting expectations translates to setting tasks for employees?
answer
describing responsibilities (Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination. Describing responsibilities means designating tasks and work outcomes to certain employees.)
question
Which of the following is most likely to be true of using lists when responding to inquiries?
answer
Identifying responses to particular questions becomes easier if a list is used. (The very nature of working with others involves asking and responding to questions. 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.)
question
The messages that aim to _____ are most likely to contain a call to action.
answer
make claims (Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request.)
question
Which of the following components is most likely to be included in a message that aims to make apologies?
answer
taking responsibility (ypically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated. Effective apologies should be timely and sincere.)
question
Which of the following is most likely to be true regarding the messages that aim to convey apologies?
answer
Effective apologies must focus on others, not you. (Apologies are ineffective when they are vague and cliché. For the apology to be effective, others must sense that the apologizer is sincere, genuine, and acting without an agenda. Effective apologies must focus on others, not you.)
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question
developing routine messages
answer
developing ROUTINE MESSAGES quickly does not mean abandoning the writing process of planning, drafting, and reviewing
question
the writing process for routine messages: key planning steps
answer
key planning steps: -audience analysis -idea development -message framework
question
audience analysis
answer
consider exactly what information your audience needs and how they want to receive it
question
idea development
answer
identify and gather relevant, accurate, and up-to-date information
question
message framework
answer
create a front-loaded, direct, complete, and detail oriented message
question
the writing process for routine messages: key drafting steps
answer
-tone -style -design
question
tone
answer
aim for a helpful, professional, reader-centered tone. show respect for your readers' time.
question
style
answer
makes your message easy to read. use short sentences and paragraphs and action- orientated language
question
design
answer
use subject lines and formatting to let your readers process and find information immediately
question
key reviewing steps:
answer
-FAIR test: -proofreading -feedback
question
FAIR test
answer
ensure that the message contains all needed information and that it is entirely correct
question
proofreading
answer
check for typos and any signals that you are not attentive to the needs of others
question
feedback
answer
request feedback from trusted colleagues when speaking on behalf of a team or unit
question
making requests
answer
requests are the essence of people COORDINATING work efforts, buying and selling products and services, and MAINTAINING work relationships
question
setting expectations
answer
-setting expectations is directly tied to your CREDIBILITY and ABILITY TO FOSTER interpersonal trust in the work place -failure to do it can lead to lasting professional DISAPPOINTMENTS and BREAKDOWNS in working relationships
question
providing directions
answer
-directions typically include specific-often STEP-BY-STEP- guidelines for accomplishing particular tasks -in messages with procedures and directions, make the steps stand out clearly by ENUMERATING each one
question
creating announcements
answer
ANNOUNCEMENTS: -updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/ or customers
question
components of announcements
answer
-Gain attention -give announcement -provide details -call to action -state goodwill
question
creating announcements cont.
answer
to prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest
question
making claims
answer
claims: -requests for other companies to compensate for or correct the wrongs or mistakes they have made
question
components of claims
answer
-make claim -provide rationale -call to action -state goodwill
question
showing appreciation
answer
a sincere expression of thanks also helps ACHIEVE business goals and STRENGTHENS work relationships
question
an APOLOGY includes the following:
answer
-ACKNOWLEDGMENT of a mistake or an offense -an expression of REGRET for the harm caused -acceptance of RESPONSIBILITY -a COMMITMENT that the offense will not be repeated -effective apologies should be timely and sincere
question
_____ are the glue that holds together most coordinated business actions.
answer
routine messages (Most routine messages are simple. Yet, routine messages should not be treated as unimportant or inconsequential. They are the glue that holds together most coordinated business actions.)
question
Which of the following is true about the placement of a primary message in an email?
answer
It is never placed in a signature block in an email. (The primary message should have ten words or fewer, and you should typically place it in the subject line of your email to immediately capture attention. Furthermore, the primary message should appear in the first sentence or two of the message and again in the closing if your message is several paragraphs long. But, you would never place the primary message in the signature block of your email.)
question
Which of the following is a reason why idea development requires less time for routine messages?
answer
Routine messages deal with straightforward matters. (For most routine messages, you can accomplish the AIM planning process fairly quickly. Because you generally are working with straightforward matters and your audience is likely to respond positively, you will generally not need much time for audience analysis. Since you are typically dealing with straightforward matters, you don't need much time for idea development.)
question
In which of the following stages should you consider using bullets, numbering and special formatting to highlight key areas?
answer
drafting (As you draft the message, aim for a helpful, professional, and reader-centered tone. Focus on making the message easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Design your message so readers can find information in just moments. Use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas.)
question
While writing a routine message, during the drafting stage you should:
answer
make your message easy to read. (While writing a routine message, during the drafting stage you should make your message easy to read.)
question
Which of the following components of setting expectations translates to setting tasks for employees?
answer
describing responsibilities (Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination. Describing responsibilities means designating tasks and work outcomes to certain employees.)
question
Which of the following is most likely to be true of using lists when responding to inquiries?
answer
Identifying responses to particular questions becomes easier if a list is used. (The very nature of working with others involves asking and responding to questions. 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.)
question
The messages that aim to _____ are most likely to contain a call to action.
answer
make claims (Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request.)
question
Which of the following components is most likely to be included in a message that aims to make apologies?
answer
taking responsibility (ypically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated. Effective apologies should be timely and sincere.)
question
Which of the following is most likely to be true regarding the messages that aim to convey apologies?
answer
Effective apologies must focus on others, not you. (Apologies are ineffective when they are vague and cliché. For the apology to be effective, others must sense that the apologizer is sincere, genuine, and acting without an agenda. Effective apologies must focus on others, not you.)