What are the two types of communication?
Verbal: anything using words including websites, print, phone, etc.
Nonverbal: no words (graphics, logos, office size, etc.)
What are the 3 basic purposes of business communication? What are their primary audience (internal or external or both)
Build Goodwill (e)
Inform/Explain (i & e)
What are some ways poor communication could cause a loss of goodwill?
Improper title (Mr. /Mrs.)
Misused or Misspelled words
Request is vague
What are the 4 Cs outlining the criteria for effective messages?
What are some questions that should be addressed when analyzing situations and planning business communications?
What's at stake-To Whom?
Should you send a message?
What channel should be used?
What should you say?
How should you say it?
What questions should be addressed when solving business communication problems?
What are the facts?
What can you infer from the info given?
What additional info may be helpful?
Use ______ when analyzing your audience.
What are the 5 types of audiences? And their roles?
: has the power to stop your message instead of sending it on to other audiences.
: decides whether to accept your recommendations or acts on the basis of your message.
: may be asked to comment on your message once it has been approved
: may encounter your message but will not have to interact with it
: pays close attention to the message and may base future actions on its evaluation (ie. board of directors)
What is a common method of analyzing personality types?
Myers-Briggs Type Indicator
What are the two types of motivators?
: come automatically from using a product or doing something (ex. thrill of the sale)
: added benefit (ex. commission)
Three guidelines of developing audience benefits:
1. Identify the feelings, fears and needs that may motivate your audience
2. Identify the features of your product or policy that could meet the needs you've identified
3. Show how the audience can meet their needs with the features of the policy or product
What are 5 ways to exhibit You-Attitude?
Talk about the audience, not yourself
Refer to the audience's request or order specifically
Don't talk about feelings unless congratulating or offering sympathy
In positive situations, use YOU more than I. Use WE when it includes the audience
In negative situations, avoid the word YOU. Protect the audience's ego by using passive verbs and impersonal expressions to avoid assigning blame
Create positive emphasis in your messages through:
Avoid negative words/words with negative connotations
Beware of hidden negatives
Focus on what the audience can do rather than limitations
Justify negative info by giving a reason or linking to an audience benefit
Put the negative info in the middle
Professional Writing Final