Midterm 1 Flashcards
What are the 6 steps of the Problem Solving Process?
- Define the Problem
- Generate Options
- Evaluate Options
- Build the Solution
- Deliver the Solution (A.K.A. Communicate)
- Gather Feedback
What are Well-Defined Communication Problems?
Problems that:
- Follow a formula or chart
- Have a correct answer
Goal: Find the answer
What are Poorly-Defined Communication Problems?
Problems that:
- Have unknown and/or measurable factors
- Have unpredictable outcomes
- Need to research & analyze problems
- Develop / Choose the best course of action
Goal: Develop a good solution
What is Verbal and Visual Literacy?
More vocabulary allows for better overall communication
What are interpersonal skills?
Ability to work with others
What is analytical ability?
Ability to identify problems, analyze and find solutions.
What is media literacy/ social intelligence?
Ability to assess emotions and respond accordingly
What is cross-cultural competency?
Ability to understand and communicate with others from other cultures
What is ethical awareness?
Ability to create a workplace with equity and inclusiong
What are some aspects of professionalism?
-Being a good communicator
-Working well with others
-Being a problem-solver
-Making ethical decisions
-Appreciating diversity
What are three categories of business communication?
- Internal Operational
- Personal
- External Operational
What are some characteristics affecting organizational culture?
-Organization purpose
-Customers or clients
-Organization size and structure
-Geographical and physical characteristics
-Diversity of the organization
- Values and management style
What is the difference between Affect and Effect?
Affect - Verb
Effect - Noun
What type of “view” is best for positive responses from communication?
The “You” view
Is “mistakes were made” using the active or passive voice? What would the alternate sound like?
Passive
“We all make mistakes” would be Active
When should you deliver negative news?
In the middle. Start the message with positive/neutral language and always end with positive.
What is a subordinate clause?
A part of a sentence that cannot stand on its own.
What is a “rubber stamp”?
Common clauses that are used very often and lose meaning.
e.g., “This is to inform you…”, “Please respond at your earliest request”, “Thank you in advance.”
Is the phrase “…confined to a wheelchair” using biased or unbiased language?
Biased - use “…uses a wheelchair” for non-biased language.
What are Virtue Ethics?
Ethics that use personal virtues and character as the primary subjects.
What are Kantian Ethics (deontology)?
Follow the rules regardless of the outcomes
What is Utilitarianism (consequentialism)?
A theory of morality that advocates actions that foster happiness or pleasure rather than unhappiness or harm.
What is a lie of commission?
Lies about the issue (“The transmission in this car works great!”
when it doesn’t)
What is a lie of omission?
Neglect to mention the issue (“The car gets great milage and has just had brakes replaces” neglecting problem transmission)
What is paltering?
Purposefully omits important information (“We just had it gone over by a mechanic and she said it looked great!” doesn’t mention the mechanic failed to notice faulty transmission)
What is an Antecendent?
The original noun replaced by a pronoun (“KATE was tired so she went to bed”)
Is “neither” always singular or plural?
Singular
What are some examples of “collective nouns”?
-Pack
-Family
-Floatilla
What are the three stages of writing?
- Planning
- Drafting
- Revising
What are the two major focuses in the Planning stage of writing?
- Determine your goals for the message.
- Analyze your Audience
What is a Primary Audience?
The target audience - the decision-maker (Wal-Mart Manager)
What is a Secondary Audience?
They are not the primary decision-makers, but they must know the message. (Walmart Legal Staff)
What is a Hidden Audience?
Party that is not intended to be recipient, but they benefit from reading the message. (Union workers)
What are some Rich forms of message channels?
- Face-to-face
- Phone Call
- Video Chat
- Text
What are some Lean forms of message channels?
- Wiki
- Report
- Blog
- Memo
- Letter
What is the best way to begin the Drafting process?
- Don’t get distracted
- Be prepared
- Start with the section you’re most comfortable with
- Write for 30 minutes
What are Memos?
-Internal messages
-Permanent record or formality
What are the key ways Memos differ
- It is a hard-copy document
- They can be classified as a report
- Tend to use casual or informal language
- Do not contain return address or inside address
What Heading elements do Memos have?
- To:
- From:
- Date:
- Subject:
What are the basic components of a Memo?
- Heading
- Body
What are Letters?
- External messages
- Permanent record
What components comprise a letter?
- Letterhead with return address
- Date-line
- Inside address
- Salutation
- Body
- Complimentary close
- Signature and signature block
When is E-mail appropriate?
- Short requests
- Multiple receivers
- Must be archived
- Cover for attachments
What are the levels of formality?
- Casual
- Informal
- Formal
What components comprise an e-mail?
- Headings
- Salutations
- Body
- Complimentary close
- Signature block
What does CC stand for? BCC?
CC - Courtesy Copy
BCC - Blind Courtesy Copy
What are the 3 big factors of a good e-mail subject line?
- Use specific language (make it meaningful)
- Main point (summarize the e-mail)
- Be concise (~ words or 40 characters)
How should you organize an e-mail?
- Open with the main idea
- Organize body for readability
- Close Effectively
What are the 4 D’s regarding e-mail?
- Delete
- Do
- Delegate
- Defer
What is basic text etiquette?
- Respond promptly
- Avoid texting after hours
- Prioritize in-person conversations
How can you ensure you can stay professional with texting?
- Get permission
- Introduce yourself
- Avoid confidential information
- Check contact information
- Check spelling and grammar
When should you put the key idea in a paragraph?
At the beginning and the end
What are Pointing Words?
Words that refer back to a previous subject or content
What are 5 strategies for delivering bad news?
- Earlier is better
- Be candid about the facts
- Justify or Explain
- Look for positives
- Always treat people with empathy, respect, and compassion.
What are the 5 goals for sending negative news messages?
- Be thorough but clear
- Be professional
- Be sensitive
- Be Fair
- Maintain friendly relations
What is the 4-step strategy for delivering negative news?
- Analyze
- Anticipate
- Adapt
- Strategy? Direct or indirect?
When should you deliver negative news directly?
- When the news isn’t damaging
- Receiver might overlook news
- Organization prefers directness
- Receiver prefers directness
- Firmness is needed
When should you deliver negative news indirectly?
- News is personally upsetting
- Provokes a hostile reaction
- Threatens the customer relationship
- Is unexpected
What are the 4 components of an indirect strategy?
- Buffer
- Reasons
- Bad News
- Closing
What are the 3 types of messages?
- Routine
- Persuasive
- Negative
What are the 3 strategies for developing a persuasive message?
- Anticipate resistance
- Reduce resistance
- Make request
What are the 3 persuasive strategies? What do you want to appeal to?
- Ethos
- Pathos
- Logos
What steps to make an indirect persuasive message?
- Gain attention
- Incite desire
- Reduce resistance
- Announce main point
- Motivate action
What are three things to get results in a persuasive sales pitch?
- Awareness
- Connection
- Excitment
What are 5 aspects of Attention in a sales pitch?
- Valuable Offer
- Compliment
- Thought-provoking statement
- Unique product feature
- Compelling story
What are 5 ways to overcome resistance?
- Testimonials
- Names of satisfied users
- Money-back guarantee or warranty
- Free trial or sample
- Performance tests, polls, or awards
What are some response strategies for Action?
- Motivate customer to act
- Clear contact information
- Gift or incentive
- Time-limited offer
- Satisfaction guarantee
What are the 6 principles of Persuasion?
- Reciprocity
- Scarcity
- Authority
- Liking
- Consistency
- Consensus
What are proposals?
Overtly persuasive messages
What are the types of proposals?
- Internal vs. External
- Informal vs. Formal
- Solicited vs. Unsolicited
What are the 3 criteria for proposals?
- Desirability
- Qualifications
- Return on Investment
What is the difference between comparative and superlative?
Comparative - Comparing one subject to another (i.e., wider, bigger, fatter)
Superlative - Explaining subject is in extremes (i.e., widest, biggest, fattest)
