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Flashcards in Communications - Chapter 8 Deck (44):
1

What 4 questions should you ask yourself before you begin a positive message?

1. Do you really need to write? 2. How will the reader react? 3. What channel should you use? 4. How can you save your reader's time?

2

What 4 steps should you take in phase 2 of the writing process?

1. Collect information 2. Choose the best organizational strategy 3. Compose the first draft. 4. Group similar information together.

3

What 3 questions do you ask in phase 3 of the writing process?

1. Is the message clear? Correct? 2. Did you plan for feedback? 3. Will this message achieve its purpose?

4

When is appropriate to use email?

1. short, need to know messages, 2. setting up appointments, 3. giving updates 4. getting answers to specific questions.

5

When is it inappropriate to use email?

1. sensitive or confidential issues 2. building trust or bonding

6

When is it appropriate to use interoffice memos?

1. delivering instructions 2. official policies 3. reports 4. long documents 5. important annoucements

7

When is appropriate is use business letters?

1. formality 2. sensitivity

8

Which message is used for internal messages?

Interoffice memos

9

Which message is used for external messages?

Business letters

10

Which message is used for both internal and external messages?

Email

11

What do you put in a the opening of "routine requests for information or action"?

1. Ask a question or 2. issue a polite command (For example: Please answer the following questions.)

12

What do you avoid in an opening of "routine requests for information or action"?

Avoid long explanations preceding main idea.

13

What do you put in the body of "routine requests for information or action"?

1. Explain your purpose and provide details 2. Suggest reader benefits if possible

14

In the body of "routine requests for information or action", should you ask open ended questions or "yes or no" questions?

Use open ended questions to get the most information

15

In the body of "routine requests for information or action", how do you express questions in parallel form?

When you have a list of questions, you can use bullets or number them.

16

What goes in the closing of "routine requests for information or action"?

1. state what action is to be taken 2. Set an due date if required and a logical reason for the end date

17

Avoid what cliche ending?

"Thank you for your cooperation"

18

When revising a memo, what 5 critical thinking questions should you ask?

1. What is the purpose of the routine request memo? 2. How effective is the subject line? 3. Is the opening direct or indirect? 4. What does the writer want the reader to do? 5. How should the memo begin?

19

When revising a memo, what 4 other critical thinking questions should you ask?

6. What information should be included in the body? 7. What graphic highlighting techniques would improve readability? Revise part of the body to illustrate your recommendation. 8. What ideas should be included in the closing? 9. SHould a reason be given with an end date?

20

When revising a routine request, what 4 critical thinking questions should you ask?

1. What is the purpose of the routine request? 2. What do you think the receiver's reaction will be to this message? 3. Should the message be developed directly or indirectly? 4. How is it currently developed?

21

What revising a routine request, what other 3 critical thinking questions?

5. What information should be included in the body? How could it be organized for improved readability? Revise part or all of the body. 6. How could the closing be worded to ensure that you get a response by a specific date? Write an appropriate closing. 7. How will you know whether the sender has communicated successfully?

22

In direct response message, what goes in the subject line?

1. Identify the topic and any previous correspondence 2. Use abbreviated style, omitting articles (a, an, the)

23

In direct response messages, what goes in the opening?

1. Deliver the information the reader wants. 2. When announcing good news, do so quickly.

24

In direct response messages, what goes in the body?

1. Explain the subject logically. 2. Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability. 3. Promote your products and your organization to customers.

25

In direct response messages, what goes in the closing?

1. Offer a concluding thought, perhaps referring to the information or action requested. 2. Avoid cliche endings. 3. Be cordial.

26

In instruction messages, what goes in the opening?

1. Introduce the instructions. 2. Explain why the instructions are necessary.

27

In instruction messages, what goes in the body?

1. Divide the instructions into steps. 2. List the steps in the order to be carried out. 3. Arrange the items vertically with bullets or numbers.

28

In instruction messages, what goes in the body?

1. Begin each step with an action verb.

Good Example: WRITE an advertisement for a position.
Wrong Example: An advertisement for a position should be WRITTEN.

29

In instruction messages, what goes in the closing?

1. Explain how following the instructions will benefit the reader. 2. Use a polite, positive tone here and throughout the message.

30

In direct claim, or complaint messages, what goes in the opening?

1. Explain immediately what you want done. 2. State the remedy briefly when it is obvious. 3. Explain your goal when the remedy is less obvious.

31

In direct claim or complaint messages, what goes in the body?

1. Explain the problem and justify your request 2. Provide details objectively and concisely. 3. Be organized and coherent. 4. Include names and dates with previous actions.

32

In direct claim or complaint messages, what do you want to avoid in the body?

Avoid becoming angry or trying to fix blame.

33

In direct claim or complaint messages, what goes in the closing?

1. End courteously with a tone that promotes goodwill. 2. Request specific action, including end date, if appropriate.

34

In adjustment messages, what goes in the opening?

1. When approving a customer's claim announce the good news (adjustment) immediately. 2. Avoid sounding grudging or reluctant.

35

In adjustment messages, what goes in the body?

1. Strive to win back the customer's confidence; explain what went wrong (if you know). 2. Apologize if it seems appropriate, but be careful about admitting responsibility. Check with your boss or legal counsel first. 3. Concentrate on explaining how diligently your organization works to avoid disappointing customers.

36

In adjustment messages, what to avoid in the body?

1. Avoid negative language (trouble, regret, fault) 2. Avoid blaming customers - even if they are at fault. 3. Avoid blaming individuals or departments in your organization. It sounds unprofessional.

37

In adjustment messages, what goes in the closing?

1. Show appreciation that the customer wrote. 2. Consider expressing confidence that the problem has been resolved. 3. Thank the customer for past business. 4. Refer to your desire to be of service.

38

What are the 5 S's of Goodwill Messages?

1. Selfless 2. Specific 3. Sincere. 4. Spontaneous. 5. Short.

39

When being "selfless" who do you expressing thanks, recognition or sympathy for?

The receiver not the sender.

40

When being "specific" how do you expressing thanks, recognition or sympathy?

Be specific instead of generalities.

41

When being "sincere", how do you express thanks, recognition, or sympathy?

Show your honest feelings with unpretentious language.

42

When being "spontaneous", how do you expressing thanks, recognition or sympathy?

Make the message sound natural, fresh and direct. Avoid canned phrases.

43

When expressing thanks, recognition, or sympathy, how long should the message be?

Keep it "short"

44

What to include when answering congratulatory messages?

1. Send a brief note expressing your appreciation. 2. Tell how good the message made you feel. 3. Accept praise gracefully. Don't make belittling statements about yourself.