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Business Communications > Test 3 > Flashcards

Test 3 Flashcards

1
Q

What is the basic concept of the “you” attitude in business writing?

A

Address the reader’s needs and interests

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2
Q

How to recognize active vs. passive voice?

A

Active voice-subject does the action: John entered the office.

Passive voice-Subject receives the action: The office was rented by John

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3
Q

When to use active vs. passive?

A

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.

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4
Q

Connotative vs. denotative?

A

Connotative: emotions associated with words

“failure” has a negative connotation

Denotative: dictionary meaning of words

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5
Q

What is the definition of euphemism?

A

Mild terms or gentle language

“you are underperforming at this job”

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6
Q

What are the 3 elements of a paragraph?

A

Topic sentence
Support Sentences
Transitions

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7
Q

What is one of the five techniques for developing paragraphs? Explain this technique.

A

Problem and solution.

Presenting a problem and then discussing the solution.

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8
Q

What are 2 questions to ask when evaluating someone else’s writing?

A

Who is the target audience

What is purpose

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9
Q

What is the proper order of a business letter?

A
  1. Letterhead (contains return address information)
  2. Date
  3. Inside address
  4. Salutation
  5. Body
  6. Complimentary Closing
  7. Signature
  8. Signature block
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10
Q

What are the guidelines for the revision process?

A
  1. Create a draft
  2. “sleep on it”
  3. Proofread for accuracy and relevancy
  4. Distribute it
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11
Q

What are 2 uses for social networking technology?

A

Recruiting new employees/finding new business partners (LinkedIn)

Sharing product information (conversation marketing- companies initiate and facilitate conversations)

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12
Q

How do you write an effective e-mail subject line?

A

Compose a subject line that the receiver will find compelling and informative

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13
Q

What are the 5 points of email etiquette?

A
  1. Professional e-mail is more formal than personal e-mail.
  2. Don’t cc or bcc people you don’t need to.
  3. Be sure to proofread your message.
  4. Include a signature block.
  5. Don’t send “flames” (keep you emotions under control)
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14
Q

What is an example of a microblog?

A

Twitter

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15
Q

How to ask for a letter of recommendation?

A
  1. Use direct approach-state the purpose of the letter first
  2. Refresh professor’s memory of you
  3. Enclose a resume-tell why you want the internship/job
  4. give deadline for letter
  5. Include contact information of person to send it to
  6. Include a pre-addressed, stamped envelope
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16
Q

What are three points to include when writing a claim letter?

A
  1. Explain your problem
  2. Provide details (include information needed to verify your complaint
  3. Request a specific action
17
Q

How to write a short message of appreciation?

A
  1. Express gratitude
  2. Make sure compliments are sincere and honest
  3. End on upbeat note
18
Q

What are the guidelines for writing a condolence message?

A
  1. Be prompt
  2. Be brief
  3. Write in your own words
19
Q

When to use the direct approach or indirect approach when writing negative messages?

A

Direct–when negative news is expected or minor.

Indirect–when negative news will be emotional or unexpected

20
Q

What is the order of a negative message written using the indirect approach?

A
  1. Buffer
  2. Reasons
  3. Bad news
  4. Positive close
21
Q

When should you apologize in a negative message?

A

When you are at fault

apologies take the energy out of conflicts but also have legal ramifications

22
Q

What needs to be included in the closing of a negative message?

A
  1. Suggest alternatives
  2. Write so you limit future correspondence
  3. Be optimistic about the future
    * sample on 258
23
Q

What is the one key point to include in a crisis management plan?

A

Which people are authorized to speak

24
Q

How to give a negative performance Review?

A
  1. Confront the problem right away (be sure to document)
  2. Plan your message (citing specific actions)
  3. Discuss in a private setting
  4. Focus on the problem (compare to job requirements, not other employees)
  5. Ask for a commitment (with a schedule)
25
Q

What is the difference between demographics and psychographics?

A

Demographics: age, gender, occupation, income, education

Psychographics: personality, attitudes, and lifestyles

26
Q

Explain the AIDA approach

A

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)

27
Q

What is the difference between selling points and benefits?

A

Selling points focus on the product (Dishwasher has a 15-minute cycle)

Benefits focus on the user ( I can quickly wash my dishes)

28
Q

What are the techniques for deemphasizing and emphasizing price?

A

Deemphasizing: don’t include, put in middle of paragraph

Emphasizing: shout it, place in prominent position in message

29
Q

What is the definition of social commerce?

A

The buying and selling of products/services (or supporting customers) through social media.

30
Q

What is the legal compliance when it comes to marketing and sales messages?

A

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

Business Communications (1 decks)

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