krizan business communication ©20051 exam review chapters 1-3 (15 points) –reading comprehension...

Krizan Business Communication ©2005 1

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

1


Role of message sender includes:

Selecting message typeAnalyzing receiverEncouraging feedbackRemoving barriers


Think about…

Audience (Receiver)PurposeTopic

Chapter 2 Workplace Diversity

2


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

5


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

6


Think about…

Page 156: 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

7


Goodwill messages

Communicate concern or interest


Types of goodwill messages includeCongratulationsAppreciation InvitationHoliday greetings Welcome

Chapter 8Negative Messages

8


Think about…

Page 194: 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

9


Think about…

Page 223: 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

10


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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