Section 14C - Seven Steps for Effective Communication

Question 1

List the seven steps that make both your written correspondence and speaking more effective.

Answer 1

1) Analyze your purpose and audience; 2) research the topic; 3) support your ideas; 4) organize and outline; 5) prepare a draft; 6) edit the draft; and 7) fight for feedback.

Question 2

What are the four purposes of most Air Force writing or speaking?

Answer 2

To 1) direct; 2) inform; 3) persuade; or 4) inspire.

Question 3

When communicating, determine the message you want to send (the what) and your purpose (the ____).

Answer 3

Why. (Your purpose will tell you what to emphasize and what your tone should be.)

Question 4

Which communication approach should you use to describe actions you expect your audience to carry out?

Answer 4

The direct approach.

Question 5

What should you emphasize in directive communication?

Answer 5

Clear, concise directions and expectations.

Question 6

The ____ approach passes information to the audience.

Answer 6

Informative.

Question 7

What should you emphasize in informative communication?

Answer 7

Clear, direct communication of accurate and adequate information tailored to the audience’s education and skill level.

Question 8

What may be appropriate during informative communication to ensure the audience gets the message?

Answer 8

Audience feedback and interaction.

Question 9

When should you use the persuasive approach when speaking or writing?

Answer 9

To sell your audience on a new idea, policy, product or change in current operations.

Question 10

The inspirational approach is rarely used when speaking or writing in the military. (T/F)

Answer 10

False. (It’s frequently used. )

Question 11

What should you emphasize in inspirational communication?

Answer 11

Your delivery and a thorough knowledge of your topic and you audience.

Question 12

When speaking or writing, what should you draft to clarify your communication’s objective?

Answer 12

A purpose statement.

Question 13

A purpose statement captures the essence of what you’re trying to do (your “bottom line”). How many sentences should it be?

Answer 13

One clear sentence.

Question 14

How does developing a clear purpose statement help both you and your audience?

Answer 14

It helps you Focus, Organize, Clear, Understand and Support (FOCUS) as you develop your communication and it helps your audience FOCUS when you deliver your message.

Question 15

What should you understand about yourself to help reach your communication goals?

Answer 15

Your own strengths and weaknesses.

Question 16

Why should you know your organization when communicating?

Answer 16

So you can accommodate their views, capabilities or concerns.

Question 17

In communication, receiving audiences fall into what four subcategories?

Answer 17

1) Primary receivers; 2) secondary receivers; 3) key decision makers; and 4) gatekeepers.

Question 18

Which audience subcategory includes the person you communicate with directly, either verbally or in writing?

Answer 18

The primary receiver.

Question 19

In communication, who is included in the secondary receiver audience subcategory?

Answer 19

People you communicate with indirectly through the primary receivers.

Question 20

Which audience subcategory includes the most powerful members of the audience?

Answer 20

Key decision makers. (Knowing who they are will help focus your attention and delivery.)

Question 21

Which audience subcategory includes the most powerful members of the audience?

Answer 21

Key decision makers. (Knowing who they are will help focus your attention and delivery.)

Question 22

____ are the people in the chain who review a communication before it reaches the intended audience.

Answer 22

Gatekeepers. (Knowing who they are and what they expect can save you embarrassment and help ensure your process.)

Question 23

How can you avoid letting rank be a barrier to communication?

Answer 23

Treat everyone as communicative equals and be candid, direct and respectful to all.

Question 24

Smooth out your communication by using career-field specific jargon and acronyms whenever possible. (T/F)

Answer 24

False. (Avoid excessing use of jargon and acronyms. Don’t overestimate the knowledge and expertise of your audience, but don’t talk down to them, either.)

Question 25

What communication traps can inadvertently exclude members of the audience?

Answer 25

References to race, religion, ethnicity or sex - for example, when designing your visual support. (Be inclusive and adhere to good taste and sensitivity.)

Question 26

Why do speakers have an advantage over writers regarding tone when communicating tone?

Answer 26

Speakers can use gestures, voice and movements to help communicate tone. (Writers should remember nonverbal signals aren't available.)

Question 27

The first rule of writing is to be polite. Forego anger, criticism and sarcasm in favor of reason and persuasion. (T/F)

Answer 27

True. (Be courteous. Don't deliberately embarrass anyone.)

Question 28

How can using pronouns (when appropriate) help your communication?

Answer 28

It personalizes your communication, crates rapport, shows concern, keeps the audience involved and helps avoid monotony.

Question 29

Instead of using "I," "me" and "my" when communication, which pronouns should you choose?

Answer 29

"You," 'yours," "we," "us," and "our."

Question 30

Avoid using "I" as the first word of an opening sentence. When could you start two sentences in a row with "I" or "We"?

Answer 30

To hammer home a point.

Question 31

Your audience appreciates sincerity and honesty. How can you cultivate a positive tone?

Answer 31

Give praise when it's due; acknowledge acceptance before focusing on improvements; and express criticism as helpful questions, suggestions, requests and recommendations or clear directives, not as accusations.

Question 32

Research your topic to support your communication goals. What are the five steps for effective research?

Answer 32

1) Review the purpose and scope of the overall project; 2) assign a deadline for the research; 3) ask the boss; 4) determine what you know about the topic; and 5) determine where to look for information.

Question 33

Sometimes your may need to do preliminary research just to scope out the effort required for your communication goal. (T/F)

Answer 33

True. (Sometimes the purpose and stop evolve as you learn more.)

Question 34

Why should you assign a deadline to finish your communication research?

Answer 34

To ensure you don't run out of time for the other steps.

Question 35

To save some time, who should you ask for suggestions on where to start with a research project?

Answer 35

Your supervisor.

Question 36

Though you should first look to your own knowledge about a research topic, what should you guard against while doing so?

Answer 36

Your own biases.

Question 37

List some sources of information for your research project.

Answer 37

Coworkers, base personnel, office files, references, computer network references, the Internet and library.

Question 38

Name five common types of evidence you'll use to support your ideas when communication.

Answer 38

1) Definitions; 2) testimony; 3) statistics; 4) facts; and 5) explanations.

Question 39

A(n) ____ is the precise meaning or significance of a work or phrase.

Answer 39

Definition.

Question 40

In communication, what is considered testimony in support of your claim?

Answer 40

The comments of recognized authorities including direct quotations or paraphrases.

Question 41

What evidence provides a summary of data that allows your audience to better interpret quantitative information?

Answer 41

Statistics.

Question 42

How should you handle statistics when support in your ideas?

Answer 42

Keep them simple and easy to understand, round them off and document their exact source.

Question 43

A(n) ____ is a noncontroversial piece of data that can be objectively verified.

Answer 43

Fact.

Question 44

Should you handle inferences as testimony or as fact?

Answer 44

As testimony.

Question 45

List the three types of explanation used to support ideas.

Answer 45

1) Analysis; 2) comparison and contrast; and 3) description.

Question 46

Which type of explanation separates a whole into smaller pieces for further study, clarifying a complex issue by examining one piece at a time?

Answer 46

Analysis.

Question 47

In explanations, comparison dramatizes similarities between two objects or situation. What does contrast do?

Answer 47

Emphasizes differences.

Question 48

Which type of explanation gives details, painting a picture with words?

Answer 48

Description.

Question 49

When you organize and outline your communication, select a(n) ____ to help you and your readers move systematically and logically through your ideas.

Answer 49

Pattern.

Question 50

What factors influence your choice of pattern to organize and outline your communication?

Answer 50

Your purpose, the needs of your audience and the nature of your material.

Question 51

List the eight common organizational patterns of communication.

Answer 51

1) Topical; 2) compare and contrast; 3) chronological; 4) sequential; 5) spatial or geographical; 6) problem and solution; 7) reasoning and logic; and 8) cause and effect.

Question 52

List the eight common organizational patterns of communication.

Answer 52

1) Topical; 2) compare and contrast; 3) chronological; 4) sequential; 5) spatial or geographical; 6) problem and solution; 7) reasoning and logic; and 8) cause and effect.

Question 53

Which organizational pattern for communication presents groups of ideas, objects or events by categories?

Answer 53

Topical.

Question 54

When would you use the compare and contrast pattern of organization for communication?

Answer 54

To discuss similarities or differences.

Question 55

You want to discuss events sequentially from past to present. Which organizational patterns should you use?

Answer 55

Chronological. (Discusses events, problems or processes in a sequence of time.)

Question 56

The sequential pattern or organization is a step-by-step approach, similar to the chronological pattern. When would you use the sequential pattern?

Answer 56

To describe a sequence of steps to complete a technical procedure or process.

Question 57

Which organizational pattern of communication starts at some point in space and proceeds in sequence to other points (north to south, clockwise, bottom to top, etc.)?

Answer 57

Spatial or geographical.

Question 58

Describe the problem and solution organizational pattern of communication.

Answer 58

It identifies and describes a problem and possible solutions or an issue and possible techniques to resolve it.

Question 59

Which organizational pattern of communication states an opinion, them provides support for that position?

Answer 59

Reasoning and logic.

Question 60

You want to lead your audience down the path to your point of view on an issue. Which organization pattern of communication should you choose?

Answer 60

Reasoning and logic.

Question 61

The ____ and ____ organizational pattern of communication shows how one or more ideas, actions or conditions lead to others.

Answer 61

Cause and effect.

Question 62

When writing a draft, you should focus on grammar, punctuation, spelling and word choice. (T/F)

Answer 62

False. (Focus on getting your ideas down on paper, not on polished sentences.

Question 63

How can you avoid losing focus when writing a draft?

Answer 63

Periodically check your outline.

Question 64

You should break your draft into what three-part structure?

Answer 64

1) Introduction 2) body; and 3) conclusion

Question 65

What should the introduction to your draft do?

Answer 65

Capture your audience's attention, establish rapport and announce your purpose.

Question 66

A draft's typical introduction has what three components?

Answer 66

1) Stage-setting remarks; 2) purpose statement; and 3) overview.

Question 67

Which of the three components of a draft's typical introduction is optional, especially in very short messages?

Answer 67

Stage-setting remarks. (They set the tone, capture attention and encourage the audience to read further.)

Question 68

If you could only keep once sentence in a draft's introduction, which one would it be?

Answer 68

The purpose statement. (It specifies your purpose, thesis or main point.)

Question 69

The _____ in your introduction clearly presents your main points, previews your paragraph sequence and ties your main points to your purpose.

Answer 69

Overview.

Question 70

In a well-arranged communication, what part comes last, summarizing the main points and leaving a sense of closure?

Answer 70

The conclusion.

Question 71

The conclusion of your raft should bring up new information to avoid repetition. (T/F)

Answer 71

False. (Do not bring up new information. Instead, balance the introduction without being identical.)

Question 72

The ____ of your draft includes your main ideas and supporting details for your message.

Answer 72

Body. (It typically consists of several paragraphs.)

Question 73

Generally you should write a separate paragraph in the body of you message for each main idea. (T/F)

Answer 73

True.

Question 74

Paragraphs group related ideas into single units of thought. What should each paragraph contain as its focal point?

Answer 74

A topic sentence. (Supporting ideas should prove, clarify, illustrate and develop your main point.)

Question 75

Prepare all Air Force correspondence using plain language. Give examples of plain language.

Answer 75

Using logical organization; common, everyday words (except necessary technical terms); pronouns such as "you" and others; the active voice; and short sentences.

Question 76

Internal transitions are used within a sentence to improve its flow, How are external transitions used?

Answer 76

To link separate paragraphs together.

Question 77

What are the three considerations when drafting sentences?

Answer 77

1) Use the active voice; 2) avoid smothered verbs; and 3) use parallelism.

Question 78

Does the active voice or the passive voice show the subject as the receiver of the action?

Answer 78

Passive voice. (The active voice uses fewer words to make the point quickly.0

Question 79

Which is an example of active voice - "I appreciate your support" or "Your support is appreciated"?

Answer 79

"I appreciate your support."

Question 80

Which is an example of passive voice - "Please submit" or "It is requested that you submit"?

Answer 80

"It is requested that you submit."

Question 81

Keep verbs active, lively, specific, concise and out in front, not hidden. (T/F)

Answer 81

True.

Question 82

Which is an example of smothered verbs - "The IG team held a meeting to give considerate to the printing issue" or "The IG team met to consider the printing issue"?

Answer 82

"The IG team held a meeting to give considerate to the printing issue."

Question 83

____ construction uses a consistent pattern when making a list and doesn't mix things and actions, statements and questions, or active and passive voice.

Answer 83

Parellel construction.

Question 84

Even experienced writers can have a hard time getting started. (T/F)

Answer 84

True.

Question 85

List five fears that lead to writer's block.

Answer 85

Fear of 1) failure; 2) rejection; 3) success; 4) offending; and 5) running out of ideas.

Question 86

Writing just the topic sentence for each paragraph is one way to overcome writer's block. Name several others.

Answer 86

Brainstorm or "free write" to get started, don't procrastinate, don't worry about constraints on the first draft, bounce ideas off a friend or coworker, use visuals to show meaning and develop rituals or routines to get in the mood to write.

Question 87

To edit efficiently, read your document at least ____ times.

Answer 87

Three times.

Question 88

What should you do on the first editing pass?

Answer 88

Look at the big picture (the arrangement and flow of ideas).

Question 89

On the first editing pass, what should you ensure about the purpose statement?

Answer 89

That it answers the original tasked and is contained in the introduction. (Also check the introduction and conclusion go together.)

Question 90

What should you ensure in each paragraph during the first editing pass?

Answer 90

That they clearly relate to the purpose statement, are reverent, contain all main points and are arranged in a consistent order.

Question 91

What should you check on the second editing pass?

Answer 91

Paragraphs, structure and clarity.

Question 92

What three areas should you focus on in each paragraph during the second editing pass?

Answer 92

1) Unity of focus; 2) topic sentence; and 3) supporting ideas.

Question 93

On the second editing pass, ensue each paragraph contains ____ main point(s).

Answer 93

One. (All information must relate enough to be in the same paragraph.)

Question 94

A paragraph should have one sentence that captures its central idea. What is this called?

Answer 94

The topic sentence.

Question 95

How many sentences should a paragraph contain in total?

Answer 95

Three to seven.

Question 96

What should you check on the third editing pass?

Answer 96

Sentences, phrases and words. (Look at the details -passive voice, unclear language, excessive wordiness, grammar and spelling.)

Question 97

Why should you read the paper out-loud during the third editing pass?

Answer 97

Because you may catch more errors when you slow down and use two senses - seeing and hearing.

Question 98

Fight for feedback and have a second person review your communication. Who should you choose to give feedback?

Answer 98

Coworkers familiar with the issue and its jargon or an expert in an area of communication (such as grammar).

Question 99

If you are a feedback reviewer, you should be consistent, objective, sensitive to the stated purpose and stick to what the person wants from your review. Should you mark every possible change to help the author?

Answer 99

No, distinguish between necessary, desirable and unnecessary changes. Only give the author a sense of what really needs to be changed.

Question 100

To give effective feedback, you should concentrate on improving content, not writing style or personal preferences. Should you use general statements or pinpoint specific problems?

Answer 100

Pin-point specific problems. (Such as awkward sentences, grammar, etc.)

Question 101

List the four writing feedback philosophies.

Answer 101

1) Describe rather than judge; 2) be both positive and negative - consider strong and weak points; 3) strive to be specific; and 4) direct feedback at behavior the author can control.

Question 102

As a supervisor providing feedback for a subordinate, you should be tactful and patient. Should you help inexperienced subordinates revise or rewrite their communications?

Answer 102

Yes, if necessary.