Krizan Business Communication ©20051 EXAM REVIEW Chapters 1-3 (15 points) –Reading comprehension...

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EXAM REVIEWChapters 1-3 (15 points)

– Reading comprehension and analysis of paragraphs

– Purpose– Audience– Topic

EXAM REVIEWChapter 4 (30 points)

– Sentence structure, style, and grammar (10 points)

– Paragraph structure, style, and organization (20 points)• Descriptions

• Process Explanations

• Instructions

EXAM REVIEWChapters 5-9 (45 points)

– Written message structure, style, and organization

– E-mail letters

– Post letters

– Direct Plan• Neutral/Positive Messages

• Goodwill Messages

– Indirect Plan• Negative Messages

• Persuasive Messages

EXAM REVIEWBeginning of Chapter 10 (6

points)– Business Research and Report Writing

Preparation

– Audience

– Purpose

– Topic

– Problem Statement

– Scope

– Research Process

EXAM REVIEWMaximum score = 96/96

The last question, previously worth 4 points, will now be an extra-credit question. (It is something we have not done in class yet).

Chapter 1 Business

Communication Foundations

Role of message sender includes:

Selecting message typeAnalyzing receiverEncouraging feedbackRemoving barriers

Think about…

Audience (Receiver)PurposeTopic

Chapter 2 Workplace Diversity

Multinational and global business people should

Avoid complex languageFocus on the reader

Think about…

The culture of your audience affects how they understand your messages

Ethnicity, Race, Gender, Age, Disabilities, etc.

3Chapter 3

Technological, Legal, and Ethical

Considerations

Think about… Your communications may

show that you are ethical, honest, sincere, and fair

A written message can be used as legal evidence

Technology has created new methods of communication

4Chapter 4

Principles of Business

Communication

Principle 1

Select you-viewpoint words, analyzing receiver’s knowledge, interests, and opinions

Principle 4

Use positive words to emphasize what your company can do

Four principles will help you combine effective words into effective sentences.

Principle 1

Compose clear sentences using strong, precise, and positive words

Principle 2

Use short sentences which are more effective and understandable

Principle 3

Use the active voice when writing sentences

Principle 4

Emphasize the important ideas helping the receiver respond as you wish

These five principles will help you organize sentences into meaningful paragraphs.

Principle 1

Short paragraphs help the receiver organize and understand the message

Principle 2

Paragraph unity assures all sentences in a paragraph relate to one topic

Principle 3

Paragraphs can be organized using the direct or indirect plan

Principle 4

Paragraphs are written appropriately when they emphasize the important ideas

Principle 5

Paragraph coherence assures logical transitions within and between paragraphs

Chapter 5 Print and Electronic Messages

Step 1Plan the Message

Planning or prewriting takes place before thoughts are written

Step 2Draft the Message

Using mental or recorded notes to draft your message

Step 3Finalize the MessageRevise contentEdit for mechanical errorsProofread to check for

content and mechanical errors

E-mail messages should

Have a descriptive subject line

Cover one topicBe brief

Chapter 6Positive and

Neutral Messages

Think about…

Direct Plan Outline

Positive/neutral messages

Convey positive, favorable, or neutral information to the receiver

Four steps of direct plan are

OpeningExplanationSales appealFriendly close

Use direct plan for

AdjustmentsRequestsCredit approvalsEmployment applications

Situations for using direct plan are

InquiriesRequest approvals

Additional situations

Claims adjustmentsUnsolicited

positive/neutral messages

Chapter 7 Goodwill Message

Goodwill messages

Communicate concern or interest

Types of goodwill messages includeCongratulationsAppreciation InvitationHoliday greetings Welcome

Chapter 8Negative Messages

Think about…

Indirect Plan Outline

Negative messages give receiver:

UnpleasantDisappointingUnfavorable news

Using indirect plan to deliver bad news helps receiver to

Accept negative informationMaintain satisfactory

relationship with sender

Indirect plan is effective for negative messages such asRefused claimsUnfavorable decisionsUnsolicited, unpleasant

information

1.Opening buffer2.Logical Explanation3.Negative Information4.Constructive Follow-up5.Friendly Close

Use indirect plan forRequest refusalsAdjustment refusalsCredit refusalsUnsolicited, negative

messages

Sender uses unsolicited, negative messages to announceLayoffs Budget reductions Price increases

Chapter 9Persuasive Messages

Think about…

Indirect Plan for

Persuasion Outline

Persuasive messages:Request action by

disinterested, unwilling receiver

Attempt to change receiver’s opinion

Indirect plan should be used when writing persuasive messages.

Indirect persuasive plan is used successfully forRequestsRecommendationsSpecial claims

Indirect persuasive plan is also used successfully forSalesCollectionEmployment

Guidelines for using indirect plan for persuasion includeAttention InterestDesire Action

Collection messages are used to

Collect money dueRetain customer goodwill

Three stages when writing collection messages are

ReminderAppealWarning

Reminder stage:

Simple, comical, direct message for customers who need a reminder to pay

Appeal stage:

Stronger than reminder-stage message for customers who have failed to answer

Warning stage: Last chance for customer to

pay past-due amount before transferred to collection agency.

This should be closer to the direct style, combined with “indirect” persuasion techniques.

Chapter 10Business

Research and Report Writing

Step 1: Plan ResearchState problem or subject

to be studiedSet scope

Step 1:

Identify and analyze audience

Decide step-by-step sequence of procedures for conducting your research

Step 2: Gather InformationPrimary sources—

individuals, company files, and experiments

Secondary sources—published material on topic

Krizan Business Communication ©20051 EXAM REVIEW Chapters 1-3 (15 points) –Reading comprehension...

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