Transcript Midterm Exam Review Slides - BBA English Program 463-218

EXAM REVIEW
Chapters 1-3 (15 points)
– Reading comprehension and analysis
of paragraphs
– Purpose
– Audience
– Topic
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EXAM REVIEW
Chapter 4 (30 points)
– Sentence structure, style, and
grammar (10 points)
– Paragraph structure, style, and
organization (20 points)
• Descriptions
• Process Explanations
• Instructions
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EXAM REVIEW
 Chapters 5-9 (45 points)
– Written message structure, style, and
organization
– E-mail letters
– Post letters
– Direct Plan
• Neutral/Positive Messages
• Goodwill Messages
– Indirect Plan
• Negative Messages
• Persuasive Messages
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EXAM REVIEW
 Beginning of Chapter 10 (6
points)
– Business Research and Report Writing
Preparation
– Audience
– Purpose
– Topic
– Problem Statement
– Scope
– Research Process
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EXAM REVIEW
 Maximum score = 96/96
 The last question,
previously worth 4 points,
will now be an extra-credit
question.
(It is something we have not
done in class yet).
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Chapter 1
Business
Communication
Foundations
Role of message
sender includes:
 Selecting message type
 Analyzing receiver
 Encouraging feedback
 Removing barriers
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Think about…
Audience (Receiver)
Purpose
Topic
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Chapter 2
Workplace Diversity
Multinational and
global business people
should
Avoid complex language
Focus on the reader
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Think about…
 The culture of your
audience affects how they
understand your messages
 Ethnicity, Race, Gender,
Age, Disabilities, etc.
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Chapter 3
Technological, Legal,
and Ethical
Considerations
Think about…
 Your communications may
show that you are ethical,
honest, sincere, and fair
 A written message can be used
as legal evidence
 Technology has created new
methods of communication
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Chapter 4
Principles of Business
Communication
Principle 1
Select you-viewpoint
words, analyzing
receiver’s knowledge,
interests, and opinions
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Principle 4
Use positive words to
emphasize what your
company can do
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Four principles will
help you combine
effective words into
effective sentences.
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Principle 1
Compose clear sentences
using strong, precise, and
positive words
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Principle 2
Use short sentences
which are more effective
and understandable
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Principle 3
Use the active voice
when writing sentences
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Principle 4
Emphasize the important
ideas helping the receiver
respond as you wish
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These five principles
will help you organize
sentences into
meaningful
paragraphs.
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Principle 1
Short paragraphs help the
receiver organize and
understand the message
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Principle 2
Paragraph unity assures
all sentences in a
paragraph relate to one
topic
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Principle 3
Paragraphs can be
organized using the direct
or indirect plan
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Principle 4
Paragraphs are written
appropriately when they
emphasize the important
ideas
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Principle 5
Paragraph coherence
assures logical transitions
within and between
paragraphs
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Chapter 5
Print and
Electronic
Messages
Step 1
Plan the Message
Planning or prewriting
takes place before
thoughts are written
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Step 2
Draft the Message
Using mental or recorded
notes to draft your
message
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Step 3
Finalize the Message
Revise content
Edit for mechanical errors
Proofread to check for
content and mechanical
errors
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E-mail messages
should
Have a descriptive
subject line
Cover one topic
Be brief
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Chapter 6
Positive and Neutral
Messages
Think about…
Page 156:
Direct Plan Outline
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Positive/neutral
messages
Convey positive,
favorable, or neutral
information to the
receiver
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Four steps of direct
plan are
Opening
Explanation
Sales appeal
Friendly close
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Use direct plan for
Adjustments
Requests
Credit approvals
Employment applications
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Situations for using
direct plan are
Inquiries
Request approvals
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Additional situations
Claims adjustments
Unsolicited
positive/neutral messages
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Chapter 7
Goodwill Message
Goodwill messages
Communicate concern or
interest
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Types of goodwill
messages include
 Congratulations
 Appreciation
 Invitation
 Holiday greetings
 Welcome
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Chapter 8
Negative
Messages
Think about…
Page 194:
Indirect Plan Outline
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Negative messages
give receiver:
Unpleasant
Disappointing
Unfavorable news
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Using indirect plan to
deliver bad news helps
receiver to
 Accept negative information
 Maintain satisfactory
relationship with sender
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Indirect plan is effective
for negative messages
such as
 Refused claims
 Unfavorable decisions
 Unsolicited, unpleasant
information
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1.Opening buffer
2.Logical Explanation
3.Negative Information
4.Constructive Follow-up
5.Friendly Close
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Use indirect plan for
 Request refusals
 Adjustment refusals
 Credit refusals
 Unsolicited, negative
messages
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Sender uses unsolicited,
negative messages to
announce
Layoffs
Budget reductions
Price increases
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Chapter 9
Persuasive
Messages
Think about…
Page 223:
Indirect Plan for
Persuasion Outline
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Persuasive messages:
 Request action by
disinterested, unwilling
receiver
 Attempt to change
receiver’s opinion
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Indirect plan should
be used when writing
persuasive messages.
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Indirect persuasive
plan is used
successfully for
Requests
Recommendations
Special claims
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Indirect persuasive
plan is also used
successfully for
Sales
Collection
Employment
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Guidelines for using
indirect plan for
persuasion include
 Attention
 Interest
 Desire
 Action
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Collection messages
are used to
Collect money due
Retain customer goodwill
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Three stages when
writing collection
messages are
Reminder
Appeal
Warning
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Reminder stage:
 Simple, comical, direct
message for customers who
need a reminder to pay
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Appeal stage:
 Stronger than reminderstage message for customers
who have failed to answer
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Warning stage:
 Last chance for customer to
pay past-due amount before
transferred to collection
agency.
 This should be closer to the
direct style, combined with
“indirect” persuasion
techniques.
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Chapter 10
Business Research
and Report Writing
Step 1: Plan Research
State problem or subject
to be studied
Set scope
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Step 1:
 Identify and analyze
audience
 Decide step-by-step
sequence of procedures for
conducting your research
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Step 2: Gather
Information
 Primary sources—
individuals, company files,
and experiments
 Secondary sources—
published material on topic
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