1. 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

2. 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

3. Krizan Business Communication ©2005
Chapter 10
EXAM REVIEW
Chapters 5-9 (45 points)
Written message structure, style, and organization
letters
Post letters
Direct Plan
Neutral/Positive Messages
Goodwill Messages
Indirect Plan
Negative Messages
Persuasive Messages
Krizan Business Communication ©2005
Krizan Business Communication ©2005

4. 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

5. 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

6. Chapter 1 Business Communication Foundations
Krizan Business Communication ©2005

7. 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

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

9. Chapter 2 Workplace Diversity
Krizan Business Communication ©2005

10. 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

11. 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

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

13. 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

14. Chapter 4 Principles of Business Communication
Krizan Business Communication ©2005

15. 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

16. 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

17. 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

18. 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

19. 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

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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. Chapter 5 Print and Electronic Messages
Krizan Business Communication ©2005

29. 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

30. 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

31. 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

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

33. Chapter 6 Positive and Neutral Messages
Krizan Business Communication ©2005

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

35. 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

36. 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

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

38. 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

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

40. Chapter 7 Goodwill Message
Krizan Business Communication ©2005

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

42. 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

43. Chapter 8 Negative Messages
Krizan Business Communication ©2005

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

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

46. 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

47. 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

48. 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

49. 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

50. 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

51. Chapter 9 Persuasive Messages
Krizan Business Communication ©2005

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

53. 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

54. 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

55. 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

56. 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

57. 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

58. 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

59. 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

60. 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

61. 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

62. 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

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

64. 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

65. 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

66. 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