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Business Communication > Chapter 5 > Flashcards

Chapter 5 Flashcards

1
Q

Audience sensitivity

A
  • adopt a “you” attitude
  • demonstrate business etiquette
  • emphasize the positive
  • use bias-free language
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2
Q

The “you” attitude

A

Speaking and writing in terms of the audiences interests, hopes, and preferences

Genuine empathy

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3
Q

Bias free language

A

Age
Gender
Disability
Race or ethnicity

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4
Q

Controlling style and tone

A

Conversational tone
Plain English
Active and passive voice

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5
Q

Active voice

A

Subject + verb + object

Direct, concise, vigorous

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6
Q

Passive voice

A

Object + verb + subject

Indirect, tactful, reserved

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7
Q

Composing the message

A

Word choice
Sentences
Paragraphs

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8
Q

Word choice

A

Strong words vs abstract words

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9
Q

Sentences

A

Sentences should be no more than 30 words long because of coherence

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10
Q

Paragraphs

A

Paragraphs should be no more than 8 lines long. Avoid one-sentence paragraphs. Typically, a letter has 3 paragraphs

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11
Q

Finding words that communicate well

A

Use strong verbs
Use familiar words
Avoid cliches & buzzwords
Minimize jargon

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12
Q

Use strong words

A

Choose words that express your thoughts clearly, specifically, & dynamically.
Use nouns and verbs as much as you can
Adjectives and adverbs often evoke subjective judgements

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13
Q

Verbs

A

Tell what is happening in the sentence

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14
Q

Choose familiar words

A

Communicate best with words familiar to your readers

Words familiar to one reader might be unfamiliar to another

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15
Q

Avoid cliches and buzzwords

A

Beware of terms and phrases so common that they have become virtually meaningless

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16
Q

Use jargon carefully

A

When deciding whether to use technical jargon, let your audiences knowledge guide you.

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17
Q

Effective sentences

A

Simple
Compound
Complex
Compound-complex

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18
Q

Simple sentence

A

Has one main clause (a single subject and a single predicate)

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19
Q

Compound sentence

A

Has two main clauses that express two or more independent but related thoughts of equal importance (usually joined by and, but, or)

Merger of two or more simple sentences

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20
Q

Complex sentence

A

Expresses one main thought (independent clause) and one or more subordinate thoughts (dependent clause ) related to it, often separated by a comma.

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21
Q

Compound-complex sentence

A

Two main clauses, at least one of which containing a subordinate clause.

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22
Q

Coordinate conjunctions -compound

A

And , but, so

Require only a comma to link to independent clauses

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23
Q

Adverbial conjunctions -compound

A

Therefore, however, nevertheless

Requires a semicolon to link to independent clauses

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24
Q

Omitting conjunctions -compound

A

Requires only a semicolon to link independent clauses

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25
Q

Subordinate conjunctions-complex

A

Because, if, when, since, although, while

If the dependent clause begins the sentence, a comma is required

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26
Q

Coherent paragraphs

A

Topic sentences
Support sentences
Transitions

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27
Q

Paragraph

A

Cluster of sentences all related to the same general topic

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28
Q

Topic sentence

A

Sentence that introduces the single topic of the paragraph

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29
Q

Coherent

A

Paragraphs arranged in a logical order so that the audience can understand the train of thought

30
Q

Transitions

A

Words or phrases that tie ideas together and show how one thought is related to another

31
Q

Emphasis techniques

A

Placement
Length
Typographical

32
Q

Design techniques

A 
White space 
Margins
Justification
Typeface 
Type styles
33
Q

White space

A

Provides visual contrast for readers, gives them a resting point.

Open areas around headings, margins, vertical space between columns, ragged line endings, and indents between paragraphs

34
Q

Margins

A

Define the space around your text and between text columns

Justified (flush on the left and right)
Flush left with a ragged right margin
Flush right with ragged left margin
Centered

35
Q

Justified

A

Frequently used in magazines, newspapers, & books. Can accommodate more text in a given space.

Often have awkward gaps and variable spacing between words and letters

36
Q

Typeface

A

Physical design of letters, numbers, and other text characters.

37
Q

Type style

A

Any modification that lends contrast or emphasis to type: boldface, italic, underlining, and other highlighting and decorative styles

38
Q

Using technology

A 
Templates and style sheets 
Page setup 
Column formatting 
Paragraph formatting 
Numbered and bulleted lists
Tables and textboxes 
Pictures and objects
39
Q

Templates and style sheets

A

Saves time

Ensures a consistent look and feel for all print and online documents

40
Q

Page setup

A

Controls margins, Orientation (portrait/landscape), location of headers (text and graphics on top of each page), and footers (text and graphics at bottom of each page)

41
Q

Column formatting

A

Most use single column of text per page
Multiple columns can be used for newsletters
Columns also help with long lists

42
Q

Paragraph formatting

A

Take advantage of various paragraph formatting controls to enhance the look of documents

43
Q

Numbered and bulleted lists

A

Let your word processor or online publishing system do the busywork of formatting numbered and bulleted lists, too. It can also renumber lists when you add or remove items

44
Q

Tables

A

Tables are a great way to display any information that lends itself to rows and columns

45
Q

Pictures, text boxes, and objects

A

Word processors let you insert a wide variety of pictures. Text boxes are small blocks of text that stand apart from the main text. Objects can be a spreadsheet to a sound clip to an engineering drawing. Similarly, blogging systems, wikis, and other web development tools let you insert a variety of pictures, audio and video clip, and other multimedia elements

46
Q

Euphemisms

A

Words or phrases that express a thought in milder terms. Not as negative.

47
Q

Bias-free language

A

Avoids words and phrases that unfairly and unethically categorize or stigmatize people

48
Q

Establishing and maintaining credibility

A 
Honesty 
Objectivity 
Awareness of audience needs 
Credentials, knowledge, and expertise 
Endorsement 
Performance 
Sincerity
49
Q

Bias can come in variety of forms

A

Gender bias
Racial and ethnic bias
Age bias
Disability bias

50
Q

Credibility

A

Measure of believability based on how reliable you are and how much trust you evoke

51
Q

Style

A

Choices choices you make to express yourself

52
Q

Tone

A

Overall impression in messages

53
Q

Conversational tone

A

Plain language that sounds businesslike without being extreme

54
Q

Achieve a tone that is conversational but still businesslike by following these guidelines

A
  • Understand the difference between texting and writing
  • Avoid stale and pompous language
  • avoid preaching and bragging
  • be careful with intimacy
  • be careful with humor
55
Q

Important aspect in creating a conversational tone

A

Plain language

56
Q

Active voice

A

Subject performs the action and object receives the action

57
Q

Passive voice

A

Subject receives the action. Passive voice combines the helping verb to be with a form of the verb that is usually similar to the past tense

58
Q

Denotive meaning

A

Literal or dictionary meaning

59
Q

Connotative meaning

A

All the associations and feelings evokes by a word

60
Q

Abstract word

A

Expresses a concept, quality, or characteristic

61
Q

Concrete word

A

Something you can see, touch, or visualize

62
Q

Find words that communicate well

A

Choose strong, precise words
Choose familiar words
Avoid cliches and be careful with buzzwords
Use jargon carefully

63
Q

LISTING- things to do or not to do in an interview

A
  1. Go alone
  2. Dress appropriately
  3. Arrive a few mins before the interview time
  4. Carry 2 copies of resume in case requested
  5. Carry a reliable pen with you (and a pencil/eraser maybe needed for an employment test)
  6. Before interview, find out about company
  7. Do not carry a lot of things
  8. Give name to receptionist and indicate who you have appointment with
  9. Give full name clearly and shake hand
  10. Don’t place personal items on interviewers desk
  11. Do not chew gum or smoke
  12. Appear relaxed, but businesslike
  13. Let interviewer take lead (answer questions clearly and fully)
  14. Talk about your accomplishments
  15. Smile
  16. Have pertinent questions in mind. Ready to discuss salary and advancement
  17. Ask questions if unsure of what job entails
  18. Be courteous
  19. Watch to see if interview is drawing to close
  20. Try to determine what interviewers next step will be. When you’ll be notified of decision
  21. Thank interviewer for opportunity to discuss job
  22. Thank the receptionist on the way out
64
Q

Simple sentence

A

Has one main clause

64
Q

Compound sentence

A

Has two main clauses

65
Q

Complex sentence

A

Has one main clause and one subordinate clause

66
Q

Compound-complex sentences

A

Has two main clauses and at least one dependent clause

67
Q

Unified

A

Focusing on a single topic

68
Q

Coherent

A

Presenting ideas in a logically connected way

69
Q

Topic sentence

A

Sentence that introduces the topic

70
Q

Establish Transitions

A

Shows how one thought is related to another

  • use connecting words
  • echo word or phrase from previous paragraph or sentence
  • use pronoun that refers to previously used noun
  • use words that are frequently paired
71
Q

To write effectively for mobile devices

A 
Use linear organization
Prioritize information 
Write short, focused messages 
Use short subject lines and headings 
Use short paragraphs

Business Communication (10 decks)

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