Aproaches

Question 1

When do you use the direct approach

Answer 1

Message neutral

Little emotive input

Question 2

What are the steps in direct approach

Answer 2

State main idea/ point/ issue

Justify explain and provide details

Courteous close with a request for specific action

Question 3

What are the advantages of the direct approach?

Answer 3

saves time

Lower misunderstanding

Question 4

When is an indirect approach used

Answer 4

Trigger emotional response
Bad news
Persuasive message

Question 5

What are the steps in an indirect message?

Answer 5

Provide buffer

Give reasons for negative decision

Clear diplomatic statement of negative decision

Helpful friendly and positive close

Question 6

What are the characteristics of a buffer?

Answer 6

Neutral
Relevant
Not misleading
Assertive 
Succinct

Question 7

How do you give a helpful friendly and positive close?

Answer 7

build goodwill
Offer suggestion for action
Provide a look toward the future

Question 8

What are the approaches in message Organisation

Answer 8

Direct (good news)

Indirect (bad news)

Question 9

What is the AIDA approach in persuasion?

Answer 9

Attention phase (opening)
Interest (interest)
Desire (interest) 
Action (closing)

Question 10

What are the types of messages

Answer 10

good news
bad news
thank you
persuasive
adjustment

Question 11

What are the formats for formal letter

Answer 11

block, modified, indented

open, closed, mixed

Question 12

What are the ways to grab attention?

Answer 12

question
news
benefits
emotions and values 
intriguing statement

Question 13

What are the key points to note for language in writing for business docs?

Answer 13

clear 
concise
coherent
correct
courteous

Question 14

What are the advantages of a memo?

Answer 14

send to many individuals
written record to review
transmit complex info

Question 15

What are the things to avoid in international correspondence?

Answer 15

humor
jargon
idioms
figure of speech
slang

Question 16

How do you adjust in an international correspondence?

Answer 16

cultural preferences
expectations
decision making style

Question 17

What is the aim of an adjustment letter

Answer 17

to build and maintain goodwill

Question 18

What is an adjustment letter

Answer 18

response to written complaint
informs reader complaint has been received
Records decisions made

Question 19

Why do you need email etiquette?

Answer 19

professionalism
efficiency
Protection from liability

Question 20

What is email etiquette?

Answer 20

principle rules that define

appropriate, acceptable, polite ways in communicating electronically

Question 21

How do you plan a business message?

Answer 21

Understand the situation/problem
Define objectives
Purpose 
Info to deliver 
Action

Question 22

How do you become clear in your language?

Answer 22

Simple short words
Concrete specific words
Sentences short

Question 23

How are you concise in your language?

Answer 23

Avoid redundancy
Wordy expressions
Strong verbs
Active voice

Question 24

What does formality depend on

Answer 24

Position of writer
Purpose
Subject of communication

Question 25

What are the do’s in email

Answer 25

Reply promptly

Observe protocols for courtesy

Question 26

What are the don’ts of email?

Answer 26

send jokes and gossips
Flame
Spam
Write all in lower or uppercase