Test 3 Flashcards
What is the basic concept of the “you” attitude in business writing?
Address the reader’s needs and interests
How to recognize active vs. passive voice?
Active voice-subject does the action: John entered the office.
Passive voice-Subject receives the action: The office was rented by John
When to use active vs. passive?
Use active most of the the time, but passive to be more diplomatic.
Active: You must turn in the report by 5 p.m.
Passive: The report is due by 5 p.m.
Connotative vs. denotative?
Connotative: emotions associated with words
“failure” has a negative connotation
Denotative: dictionary meaning of words
What is the definition of euphemism?
Mild terms or gentle language
“you are underperforming at this job”
What are the 3 elements of a paragraph?
Topic sentence
Support Sentences
Transitions
What is one of the five techniques for developing paragraphs? Explain this technique.
Problem and solution.
Presenting a problem and then discussing the solution.
What are 2 questions to ask when evaluating someone else’s writing?
Who is the target audience
What is purpose
What is the proper order of a business letter?
- Letterhead (contains return address information)
- Date
- Inside address
- Salutation
- Body
- Complimentary Closing
- Signature
- Signature block
What are the guidelines for the revision process?
- Create a draft
- “sleep on it”
- Proofread for accuracy and relevancy
- Distribute it
What are 2 uses for social networking technology?
Recruiting new employees/finding new business partners (LinkedIn)
Sharing product information (conversation marketing- companies initiate and facilitate conversations)
How do you write an effective e-mail subject line?
Compose a subject line that the receiver will find compelling and informative
What are the 5 points of email etiquette?
- Professional e-mail is more formal than personal e-mail.
- Don’t cc or bcc people you don’t need to.
- Be sure to proofread your message.
- Include a signature block.
- Don’t send “flames” (keep you emotions under control)
What is an example of a microblog?
How to ask for a letter of recommendation?
- Use direct approach-state the purpose of the letter first
- Refresh professor’s memory of you
- Enclose a resume-tell why you want the internship/job
- give deadline for letter
- Include contact information of person to send it to
- Include a pre-addressed, stamped envelope
What are three points to include when writing a claim letter?
- Explain your problem
- Provide details (include information needed to verify your complaint
- Request a specific action
How to write a short message of appreciation?
- Express gratitude
- Make sure compliments are sincere and honest
- End on upbeat note
What are the guidelines for writing a condolence message?
- Be prompt
- Be brief
- Write in your own words
When to use the direct approach or indirect approach when writing negative messages?
Direct–when negative news is expected or minor.
Indirect–when negative news will be emotional or unexpected
What is the order of a negative message written using the indirect approach?
- Buffer
- Reasons
- Bad news
- Positive close
When should you apologize in a negative message?
When you are at fault
apologies take the energy out of conflicts but also have legal ramifications
What needs to be included in the closing of a negative message?
- Suggest alternatives
- Write so you limit future correspondence
- Be optimistic about the future
* sample on 258
What is the one key point to include in a crisis management plan?
Which people are authorized to speak
How to give a negative performance Review?
- Confront the problem right away (be sure to document)
- Plan your message (citing specific actions)
- Discuss in a private setting
- Focus on the problem (compare to job requirements, not other employees)
- Ask for a commitment (with a schedule)
What is the difference between demographics and psychographics?
Demographics: age, gender, occupation, income, education
Psychographics: personality, attitudes, and lifestyles
Explain the AIDA approach
Attention: get attention with an audience-targeted benefit
Interest: appeal to logic and emotion
Desire: include additional details, answer potential questions
Action: call to action (phone number, web page, go to store)
What is the difference between selling points and benefits?
Selling points focus on the product (Dishwasher has a 15-minute cycle)
Benefits focus on the user ( I can quickly wash my dishes)
What are the techniques for deemphasizing and emphasizing price?
Deemphasizing: don’t include, put in middle of paragraph
Emphasizing: shout it, place in prominent position in message
What is the definition of social commerce?
The buying and selling of products/services (or supporting customers) through social media.
What is the legal compliance when it comes to marketing and sales messages?
Federal Trade Commission (FTC) regulates advertising–looks for deceptive claims
You can’t use a person’s name, photo (to endorse a product) without his/her permission
