3160-study guide test (1)

8/10/2019 3160-Study Guide Test (1)

1/13

Study Guide-Business Comm. Test #1-Chapters 1,2,4,5,6,7,8

Chapter three will notbe on Test #1

50 questions-true/false and multiple choice

Questions from chapters, lectures and activities

Chapter #1

-What employers expect from you

Employers expect you to possess a wide range of communication skills.

-The Basic Communication Model

-Barriers to communication

noise and distractions

competing messages

filters

channel breakdowns

-Decoding of messages-perception

Selective perception occurs when people ignore or distort incoming

information to fit their preconceived notions of reality.

-Business Communication 1.0 versus 2.0


2/13

-Four guidelines for using communication technology

1. keep technology in perspective

2. guard against information overload and information addiction

3. use technological tools productively

4. disengage from the computer frequently to communicate in person.

-Ethical communication

includes all relevant information, is true in every sense, and is not deceptive

in any way.

Chapter #2

-Advantages and disadvantages of teams

Advantages

Increased information and

knowledge.

Increased diversity of views.

Increased acceptance of a

solution.

Higher performance levels.

Disadvantages

Groupthink

Hidden agendas

Excessive cost

-Five phases of Team Evolution

-How to resolve conflict in a team


3/13

Proactive behaviorDeal with minor conflict before it becomes major

conflict.

CommunicationGet those directly involved in a conflict to participate in

resolving it.

OpennessGet feelings out in the open before dealing with the main

issues. ResearchSeek factual reasons for a problem before seeking solutions.

FlexibilityDont let anyone lock into a position before considering other

solutions.

Fair playInsist on fair outcomes and dont let anyone avoid a fair solution

by hiding behind the rules.

Alliance Get opponents to fight together against an outside force

instead of against each other.

-Guidelines for writing in a team

Select collaborators carefully.

Agree on project goals before

you start.

Give your team time to bond

before diving in.

Clarify individual

responsibilities.

Establish clear processes.

Avoid composing as a group.

Make sure tools and techniques

are ready and compatible

across the team.

Check to see how things are

going along the way.

-Constructive feedback


4/13

-Preparing and conducting efficient meetings

Preparing

clarify your purpose

select the right participants

choose the venue and time set a clear agenda.

Conducting

keep discussion on track

follow agreed upon rules

encourage participation participate actively

close effectively

-Different types of listening

content listeningis to understand and retain the information in the

speakers message

critical listeningis to understand and evaluate the meaning of the speakers

message on several levels.

empathic listeningis to understand the speakers feelings, needs, and wants

so that you can appreciate his or her point of view

active listeningmaking a conscious effort to turn off their own filters and

biases to truly hear and understand what the other party is saying.

-The listening process

1. ReceivingStart by physically hearing the message and recognizing it as

incoming information.

2. DecodingAssign meaning to sounds, according to your own values,

beliefs, ideas, expectations, roles, needs, and personal history.

3. RememberingStore the information for future processing.


5/13

4. EvaluatingEvaluate the quality of the information.

5. RespondingReact based on the situation and the nature of the

information.

-Nonverbal communication

facial expression

gesture and posture vocal characteristics

personal appearance

touch

time and space

Chapter #4

-The three step writing Process

-The five steps in the planning stage

-The two steps in the writing stage

-The five steps in the completion stage

-Four questions utilized to assist in defining your purpose

1. Will anything change as a result of your message?

2.

Is your purpose realistic?3. Is the time right?

4. Is your purpose acceptable to your organization?

-Audience analysis

Primary audience

Size and geographic distribution

Composition


6/13

Level of understanding

Expectations and preferences

Probable reaction

-Selecting the correct medium

Types Oral Media

o best when you need to encourage interaction, express emotions, or

monitor emotional responses.

Written Media (memos/letters)

Visual Media (illustrations)

Electronic Media

o deliver messages quickly, to reach widely dispersed audiences, and to

take advantage of rich multimedia formats.

Consider

Media Richness

Message formality

Media limitations

Urgency

Cost

Audience preferences

-Organizing the information

Define your main idea.

Limit your scope.

Choose the direct or indirect approach.

o

direct approach: Start with the main idea (such as arecommendation, a conclusion, or a request) and follow that with

your supporting evidence.

o indirect approach: Start with the evidence first and build your case

before presenting the main idea.

Outline content by starting with the main idea, adding major points, and

illustrating with evidence.

Look for opportunities to use storytelling to build audience interest.

Chapter #5

-Showing sensitivity to your audience

adopt the you attitude

maintain good standards of etiquette

emphasize the positive

use bias-free language.

-Three ways to control Style and Tone

1. Using Conversational Tone (w/ close colleagues )


7/13

2. Using Plain Language

3. Selecting Active or Passive voice

-Choosing powerful words-four categories

Denotations and Connotation

Abstract and Concrete

-Words that communicate well Choose strong, precise words

Choose familiar words

Avoid clichs and use buzzwords carefully

Use jargon carefully

-Four types of sentences

1. simple sentencehas one main clause (a single subject and a single

predicate),

2. compound sentencehas two main clauses that express two or more

independent but related thoughts of equal importance, usually joined by and,

but, or or.

3.

complex sentenceexpresses one main thought (the independent clause)and one or more subordinate, related thoughts.

4. compoundcomplex sentencehas two main clauses, at least one of which

contains a subordinate clause:-Passive vs. Active voice

active voice, the subject performs the action and the object receives the

action: Jodi sent the email message.

passive voice,the subject receives the action: The email message was sent

by Jodi.

Chapter #6

-Revising to improve readability

Vary sentence length

Keep paragraphs short

Use lists to clarify and emphasize

Add headings and subheadings

-Editing for clarity and concisenessClarity

Break up overly long sentences

Rewrite hedging sentences

Impose parallelism

Correct dangling modifiers

Reword long noun sequences

Replace camouflaged verbs

Clarify sentence structure

Clarify awkward references

Conciseness

Delete unnecessary words and

phrases.

Shorten long words and

phrases.


8/13

Eliminate redundancies. Recast It is/There are

starters.-Using technology to produce your message

Spell checker

Thesaurus

Grammar checker Style checker

Chapter #7

-Social networking and community participation websites

Social networking

Gathering market Intel

Recruiting

Sharing product info

Fostering brand communities (redbull)

Community participation websitespool the input of multiple users in order to

benefit the community as a whole.

-Planning, Writing and Completing email messages

Planning

Dont send unnecessary emails

Legal hazards, companies have formal email policies

Respect chain of command

Writing

Business messages are more formal

Subject line very importantCompleting

Include email signature

Double check before sending

-Understanding the business application of bogging and podcasts


9/13

Chapter #8

-Three parts of the routine requests and positive messages

1. State your request upfront / Start with main idea

2. Explain and justify your request

3. Request specific action in a courteous close

-Elements of the Closing in a request message

1. A request for some specific action

2.

Information about how you can be reached

3. An expression of appreciation

-When to use the Direct or Indirect approach

-Goodwill

Chapter #9 WRITING NEGATIVE MESSAGES


10/13

-The Three-Step Writing Process for negative messages

-Direct & Indirect Approach for negative messages

-Refusing claims and requests for adjustment

Use the indirect approach in most cases of refusing a claim.

Demonstrate your understanding of the complaint

Explain your refusal

Suggest alternative action


11/13

Chapter #10 WRITING PERSUASIVE MESSAGES

-The Three-Step Writing Process for persuasive messages

-Developing the persuasive business message

-Assessing the needs of the audience

-Applying the AIDA Model

-Maintaining high standards of ethics, legal compliance and etiquette

Chapter #11 PLANNING REPORTS AND PROPOSALS

-The three step writing process

-Secondary vs. Primary research Primary researchinvolves collecting information for the first time, specifically for

a new project

Secondary researchinvolves finding and reusing information that others have

gathered in previous projects.

-How to plan research Maintain research ethics and etiquette

Familiarize yourself with the subject; develop a problem statement

Identify info gaps

Prioritize research needs


12/13

-Informational versus Analytical Reports Informational reports offer data, facts, feedback, and other types of information,

with- out analysis or recommendations.

Analytical reports offer both information and analysis, and they can also includerecommendations.

Chapter #12 WRITING REPORTS AND PROPOSALS

-Drafting report content (Intro, body, conclusion)

-Effective visual aids

-Ethics in regards to utilizing visual aids

-Visuals for presenting data-when to utilize certain types


13/13

Chapter #13 COMPLETING REPORTS AND PROPOSALS

-Components of formal reports

-Proofreading Reports and proposals

-Distributing Reports and proposals

Chapter #14DESIGNING & DEVELOPING PRESENTATIONS

-Planning a Presentation

-Developing a Presentation

-Effective Visual Aids

-Delivering a Presentation

Chapter #15 WRITING RESUMES

-Researching industries

-Building your network

-Planning, Writing and Completing a resume

Chapter #16APPLYING AND INTERVIEWING

-The Cover Letter

-Types of interviews

-Preparing for the Interview

-Types of questions during an interview

-Following up after the interview

3160-study guide test (1)

Documents