class 4: positive and neutral messages: direct writing startegies

Question 1

what are business letters

Answer 1

High priority messages

encourage product feedback

project favorable image

creates opportunities for future business

it is a way of building research

Question 2

to whom do business letters go to

Answer 2

customers

suppliers

government agencies

other businesses

Question 3

what are the advantages of business letters

Answer 3

permanent record

sense of confidentiality and formality not possible with email (most important)

deliver contracts, explain terms, negotiate agreements, answer vendor questions and maintain customer relations

can persuade people to change their actions, beliefs, or try new products

Question 4

what is the most important in writing requests

Answer 4

opening and closing sentences

Question 5

opening of request (email)

Answer 5

subject line has to be clear and appealing

 give salutations

start with main idea

  ask question or issue polite command (It remains concise)

avoid long explanations before main idea*****

Question 6

correct business letter format

Answer 6

Block style is gyuer boyyy

letter is centered and framed with white margins

Question 7

body of written request (email)

Answer 7

explain the purpose and provide necessary detail

ask questions in bullet or numbered form

ask questions logically and open ended to get more info

focus on reader benefits*****

Question 8

closing of written request (email)

Answer 8

state politely what action to be taken

set an end date

show appreciation

make it easy for reader to comply

provide name (and maybe rank)

give phone number to contact me

explain why they must contact me

also give availability

Question 9

requesting info or action (direct)

Answer 9

open by stating main idea

explain/justify request

request action in closing

Question 10

responding to requests (direct)

Answer 10

open directly

supply additional info

conclude with cordial statement

Question 11

reacting to customer comments online, how to do so?

Answer 11

have to read social media comments and shit

has to benefit customers

has to prevent problems from snowballing

has to reflect positively on your company

be positive

be honest

be transparent

be helpful

never make anything personal

be positive, honest, transparent and helpful

Question 12

opening of direct claims and complaints

Answer 12

use compliment

clear statement of problem and when solution is obvious, state it live

when its less obvious, state your goal

Question 13

body of direct claims and complaints

Answer 13

explain the problem and justify your claim

provide details objectively and concisely

state facts logically and unemotionally

avoid anger or blaming

include names, dates and pertinent documents if there are any

Question 14

concluding direct claims and complaints

Answer 14

end courteously with tone of goodwill

summarize action request

request specific action

set end date

always keep copy of message and act promptly

Question 15

Characteristics of goodwill messages

Answer 15

Selfless: Focus solely on receiver

Specific: mention specific incidents or characteristics of receiver

sincere: show genuine feeling
spontaneous: keep it fresh and enthusiastic

Short: accomplish purpose in a few sentences

open directly with purpose of message

make sure every sentence relates with receiver with enthusiastic praise (personalize it with specific references)

spotlight reader’s talents

conclude with gratitude

make it sound warm and conversational (repeat names they looove it)

Question 16

reporting in the work place, what do you have to do?

Answer 16

keep management informed about work progress

help management understand and study business challenges

Question 17

what are the basic report functions and types

Answer 17

informal reports

analytical reports

Question 18

informational reports

Answer 18

present data without analysis or recommendation

collect and organize facts but do not analyze them

intro, background

facts and findings

summary

Question 19

analytical report

Answer 19

provide data or findings, analysis and conclusions

may intend to persuade readers to act or change

intro/background

conclusions/recommendations

facts/findings

discussion/analysis

Question 20

audience analysis and report organization

if readers are informed

if readers are supportive

if readers are eager to have results first

what pattern do you use

Answer 20

the direct pattern

Question 21

direct strategy

Answer 21

identify the problem or need briefly

announce the recommendation or solution using action verbs

explain more fully benefits of recommendation or steps to solve a problem

include a discussions of pros, cons, and costs

conclude with recommendation and action to be taken. include the dollar or money sign cause people love money boyyy

Question 22

audience analysis and report organization

if readers need to be educated

if readers need to be persuaded

if readers may be disappointed

what pattern should you use

Answer 22

the indirect pattern

Question 23

the indirect strategy

Answer 23

make general reference to the problem in the subject line

 not a recommendation

describe problem or need fulfilled by recommendation

  use specific examples, stats and/or quotes

discuss alternative solutions, beginning with least likely to succeed

present the most promising alternative recommendation last

show how the advantages of recommendation outweigh disadvantages

put buffer in beginning to not saw bad news first

Question 24

bar charts

Answer 24

make visual comparisons

compare related items

illustrate changes in data over time

show segments as part of wholes

illustrates change over time

Question 25

pie charts

Answer 25

pie charts show a whole 100% of proportion of components

distinguish wedges with colours

keep all labels horizontal

great for visual comparison

4 to 6 segments

if too many segments, say other in last one

Question 26

incorporating graphics in reports, how can

Answer 26

evaluate the Audience

introduce a graph meaningfully

choose appropriate caption or title style

be accurate and ethical

don’t overuse graphics

it adds to your story

Question 27

analyzing data

Answer 27

making sense of massive amounts of data is harder than finding them

looking for meanings

relationships and making links

answer to research questions

Question 28

conclusion of data

Answer 28

explain what data is saying

Question 29

recommendations of data

Answer 29

explain actions to solve problem

Question 30

how to organize data

Answer 30

prioritize reader comprehension

time (chronologically)

component (classifications: location, geography, division or product)

importance: most important to least important or vice versa

Question 31

intro of informational report

Answer 31

begin directly

identify report’s purpose

provide overview of report’s organization

supply brief background details

divide topic into segments

discuss the purpose and significance of the report

preview the main points and order of developments

Question 32

body of informational report

Answer 32

arrange the subtopics logically and organize it by:

time

component

importance, criteria, or some other method

use clear headings (min 1 or 2 per page)

Question 33

concluding informational report

Answer 33

briefly summarize the main points and discuss what action will follow

offer concluding thought

if necessary, explain willingness to provide further info

Question 34

use of headings in reports

Answer 34

highlight major areas

help see big picture at first glance

break up large chunk of text

Question 35

what does a a business letter offer than an email does not

Answer 35

sense of confidentiality and formality

Question 36

components of business letter (Direct)

Answer 36

The Date

Inside address

   salutation

   opening

Body

Complimentary close

   name of organization

   author's name

   reference initials

all of which are set flush left on the page

alsooo:

gotta be polite

sign also your name

go by the last name of the dude

Question 37

extra tips for formatting a letter***

Answer 37

start date 5 cm from the top

side margins 2.5 to 3.5 cm (depending on length and format)

single space for body, but double space for paragraphs

left justification

Question 38

why customer complaints can be an advantage?

Answer 38

embrace customer comments to improve

gain real time feedback

Question 39

what does it mean to be transparent when answer to customer complaints?

Answer 39

humanizing the business

stating name and position

Question 40

what does it mean to be positive when answer to customer complaints?

Answer 40

be upbeat

correct mistakes politely

don’t argue

Question 41

what does it mean to be honest when answer to customer complaints?

Answer 41

own up to mistakes

inform how problem will be solved

Question 42

extra tips for claims

Answer 42

enclose documents supporting claim

show how your claim is valid and the others have responsibility

in closing, say you still wanna do business

Question 43

how is reporting in the workplace presented

Answer 43

digitally or in PDF

range from informal bulleted list to 200 page financial reports

internal or external documents

Question 44

what should you not do with margins when designing better documents

Answer 44

do not right justify them