Krizan Business Communication ©2005 Chapter 10 EXAM REVIEW Chapters 1-3 (15 points) Reading comprehension and analysis of paragraphs Purpose Audience Topic Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 EXAM REVIEW Chapter 4 (30 points) Sentence structure, style, and grammar (10 points) Paragraph structure, style, and organization (20 points) Descriptions Process Explanations Instructions Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 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 Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 EXAM REVIEW Beginning of Chapter 10 (6 points) Business Research and Report Writing Preparation Audience Purpose Topic Problem Statement Scope Research Process Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 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). Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 1 Business Communication Foundations Krizan Business Communication ©2005

Role of message sender includes: Chapter 10 Role of message sender includes: Selecting message type Analyzing receiver Encouraging feedback Removing barriers Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Think about… Audience (Receiver) Purpose Topic Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 2 Workplace Diversity Krizan Business Communication ©2005

Multinational and global business people should Chapter 10 Multinational and global business people should Avoid complex language Focus on the reader Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Think about… The culture of your audience affects how they understand your messages Ethnicity, Race, Gender, Age, Disabilities, etc. Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 3 Technological, Legal, and Ethical Considerations Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 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 Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 4 Principles of Business Communication Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 1 Select you-viewpoint words, analyzing receiver’s knowledge, interests, and opinions Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 4 Use positive words to emphasize what your company can do Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Four principles will help you combine effective words into effective sentences. Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 1 Compose clear sentences using strong, precise, and positive words Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 2 Use short sentences which are more effective and understandable Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 3 Use the active voice when writing sentences Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 4 Emphasize the important ideas helping the receiver respond as you wish Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 These five principles will help you organize sentences into meaningful paragraphs. Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 1 Short paragraphs help the receiver organize and understand the message Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 2 Paragraph unity assures all sentences in a paragraph relate to one topic Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 3 Paragraphs can be organized using the direct or indirect plan Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 4 Paragraphs are written appropriately when they emphasize the important ideas Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Principle 5 Paragraph coherence assures logical transitions within and between paragraphs Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 5 Print and Electronic Messages Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Step 1 Plan the Message Planning or prewriting takes place before thoughts are written Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Step 2 Draft the Message Using mental or recorded notes to draft your message Krizan Business Communication ©2005 Krizan Business Communication ©2005

Step 3 Finalize the Message Chapter 10 Step 3 Finalize the Message Revise content Edit for mechanical errors Proofread to check for content and mechanical errors Krizan Business Communication ©2005 Krizan Business Communication ©2005

E-mail messages should Chapter 10 E-mail messages should Have a descriptive subject line Cover one topic Be brief Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 6 Positive and Neutral Messages Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Think about… Page 156: Direct Plan Outline Krizan Business Communication ©2005 Krizan Business Communication ©2005

Positive/neutral messages Chapter 10 Positive/neutral messages Convey positive, favorable, or neutral information to the receiver Krizan Business Communication ©2005 Krizan Business Communication ©2005

Four steps of direct plan are Chapter 10 Four steps of direct plan are Opening Explanation Sales appeal Friendly close Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Use direct plan for Adjustments Requests Credit approvals Employment applications Krizan Business Communication ©2005 Krizan Business Communication ©2005

Situations for using direct plan are Chapter 10 Situations for using direct plan are Inquiries Request approvals Krizan Business Communication ©2005 Krizan Business Communication ©2005

Additional situations Chapter 10 Additional situations Claims adjustments Unsolicited positive/neutral messages Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 7 Goodwill Message Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Goodwill messages Communicate concern or interest Krizan Business Communication ©2005 Krizan Business Communication ©2005

Types of goodwill messages include Chapter 10 Types of goodwill messages include Congratulations Appreciation Invitation Holiday greetings Welcome Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 8 Negative Messages Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Think about… Page 194: Indirect Plan Outline Krizan Business Communication ©2005 Krizan Business Communication ©2005

Negative messages give receiver: Chapter 10 Negative messages give receiver: Unpleasant Disappointing Unfavorable news Krizan Business Communication ©2005 Krizan Business Communication ©2005

Using indirect plan to deliver bad news helps receiver to Chapter 10 Using indirect plan to deliver bad news helps receiver to Accept negative information Maintain satisfactory relationship with sender Krizan Business Communication ©2005 Krizan Business Communication ©2005

Indirect plan is effective for negative messages such as Chapter 10 Indirect plan is effective for negative messages such as Refused claims Unfavorable decisions Unsolicited, unpleasant information Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 1.Opening buffer 2.Logical Explanation 3.Negative Information 4.Constructive Follow-up 5.Friendly Close Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Use indirect plan for Request refusals Adjustment refusals Credit refusals Unsolicited, negative messages Krizan Business Communication ©2005 Krizan Business Communication ©2005

Sender uses unsolicited, negative messages to announce Chapter 10 Sender uses unsolicited, negative messages to announce Layoffs Budget reductions Price increases Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 9 Persuasive Messages Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Think about… Page 223: Indirect Plan for Persuasion Outline Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Persuasive messages: Request action by disinterested, unwilling receiver Attempt to change receiver’s opinion Krizan Business Communication ©2005 Krizan Business Communication ©2005

Indirect plan should be used when writing persuasive messages. Chapter 10 Indirect plan should be used when writing persuasive messages. Krizan Business Communication ©2005 Krizan Business Communication ©2005

Indirect persuasive plan is used successfully for Chapter 10 Indirect persuasive plan is used successfully for Requests Recommendations Special claims Krizan Business Communication ©2005 Krizan Business Communication ©2005

Indirect persuasive plan is also used successfully for Chapter 10 Indirect persuasive plan is also used successfully for Sales Collection Employment Krizan Business Communication ©2005 Krizan Business Communication ©2005

Guidelines for using indirect plan for persuasion include Chapter 10 Guidelines for using indirect plan for persuasion include Attention Interest Desire Action Krizan Business Communication ©2005 Krizan Business Communication ©2005

Collection messages are used to Chapter 10 Collection messages are used to Collect money due Retain customer goodwill Krizan Business Communication ©2005 Krizan Business Communication ©2005

Three stages when writing collection messages are Chapter 10 Three stages when writing collection messages are Reminder Appeal Warning Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Reminder stage: Simple, comical, direct message for customers who need a reminder to pay Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Appeal stage: Stronger than reminder-stage message for customers who have failed to answer Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 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. Krizan Business Communication ©2005 Krizan Business Communication ©2005

Chapter 10 Business Research and Report Writing Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Step 1: Plan Research State problem or subject to be studied Set scope Krizan Business Communication ©2005 Krizan Business Communication ©2005

Krizan Business Communication ©2005 Chapter 10 Step 1: Identify and analyze audience Decide step-by-step sequence of procedures for conducting your research Krizan Business Communication ©2005 Krizan Business Communication ©2005

Step 2: Gather Information Chapter 10 Step 2: Gather Information Primary sources—individuals, company files, and experiments Secondary sources—published material on topic Krizan Business Communication ©2005 Krizan Business Communication ©2005