Bus Com Test 2

Front 1

opening fillers

Back 1

passive phrases, ex. that is/there are

Front 2

redundancy

Back 2

repeating something unnecessarily, ex. reason why/true facts

Front 3

trite expressions

Back 3

silly, frivolous, not much substance, ex. per our conversation/at this moment in time

Front 4

parallelism

Back 4

parallel verb, noun, etc
ex. laura went to school to study, to make friends, and to learn
ex. studying, organizing, learning

Front 5

purpose of bullets, numbers, etc

Back 5

graphic highlighting
to make it easier to read

Front 6

methods for highlighting

Back 6

bullets
numbers
all caps
bold
headings
italic
underline
white space

Front 7

readability formula

Back 7

longer sentence/words= harder to read

Front 8

proofreading

Back 8

look for mistakes in spelling, grammar, punctuation, format, names/numbers

Front 9

characteristics of a good e-mail

Back 9

concise, one subject, just like a letter on paper, correct grammar

Front 10

structure of a good email

Back 10

subject line
opening should reveal main idea immediately
body- explains and justifies main idea
closing-summarize the message
make a request for action
pleasant closing

Front 11

how do you plan for feedback?

Back 11

make a request for action or state an upcoming action

Front 12

characteristic of email subject/closing lines

Back 12

summarize central idea

Front 13

tips for reading, replying, and using email

Back 13

get the address right
avoid misleading subject lines
apply top of the screen test
care about correctness
limit tendency to send blanket copies
use capital letters only for emphasis

Front 14

characteristics of good letters

Back 14

clear content, correct format, goodwill tone

Front 15

"you" attitude in correspondence

Back 15

all about the reader, reader oriented

Front 16

frontloading

Back 16

putting the main idea first

Front 17

where is graphic highlighting is most effective?

Back 17

in long documents

Front 18

basic format for letters

Back 18

opening, body, closing

Front 19

types of letters

Back 19

claim, adjustment, justification, direct request, direct response

Front 20

openings for sales letters

Back 20

make an offer, make a promise, aska question, produce an interesting fact, mention product feature, testimonial, startling statement, personalized action setting

Front 21

characteristics of persuasive letters

Back 21

• Gain attention
• Build interest
• Reduce resistance
• Motivate action

Front 22

persuasive techniques

Back 22

• Establish credibility (trustworthy, knowledge, reliable, expertise)
• Request should be reasonable and precise
• Tie facts to benefits
• Expect and overcome resistance
• Be willing to compromise

Front 23

emotional appeal

Back 23

based on feelings

Front 24

rational appeal

Back 24

based on good logical reasons

Front 25

goals in communicating bad news

Back 25

o Make reader understand and accept
o Reduce any bad feelings
o Maintain a positive image of you and your organization
o Convey fairness
o Make message so clear that future correspondence is unnecessary
o Avoid creating any legal liability or responsibility for you or your organization

Front 26

bad news you may have to deal with

Back 26

o Deny a claim
o Refuse credit
o Refuse giving someone information
o Refuse taking some action
o Any request you may have to refuse
o Refuse people inside the company
o Pleasantly decline an invitation

Front 27

position of bad news

Back 27

o Sandwich it between 2 sentences
o End of a sentence or paragraph
o Never at the beginning of a paragraph
o Subordinate clause

Front 28

avoid these to avoid legal problems

Back 28

abusive language, careless language, good guy syndrome

Front 29

how do you reduce the impact of a bad news statement?

Back 29

o Buffer statement
• Neutral statement that softens the blow
o Give reasons for bad news/explanation
o Give bad news
o Closing- personalized pleasant statement

Front 30

basic steps of research

Back 30

o Define the problem or issue to be addressed
• Clearly identify research objectives and how the results will be implemented
o Analyze the situation
• Determine decisions to be made
• Information needed to support the decision-making process
• How information will be gathered
• What it will cost
o Gather problem or issue-specific data
• Gather information from secondary sources
• Next gather primary data specific to issue
• Qualitative: open-ended responses
• Quantitative: structured responses
o Analyze and interpret the data
• Analyze the data using statistical market research tools
• Assess the validity
o Formulate assumptions, which lead to conclusions
o Make recommendations based on conclusions

Front 31

functions of reports

Back 31

inform or analyze

Front 32

organization of reports

Back 32

chronological, component, product, issue, alphanumeric

Front 33

different formats of reports

Back 33

o Letter-
• Short, informal reports that go outside the organization
o Memo
• Short, informal reports that stay inside the organization
o Manuscript
• Long, more formal reports
o Printed
• For repetitive information; standardized
o Digital
• For distributing your reports outside of the organization

Front 34

different types of reports

Back 34

o Periodic
• Provides information at regular intervals
• Ex. Weekly, monthly, annually, etc
o Trip, convention, and conference
• If you travel for the company; list pros and cons of events; expenses
o Progress/ interim
• In middle of a project to evaluate and estimate when you’ll be done
o Investigative
• Evaluate/ investigative employees
o Recommendation/ Justification
• Justify doing something
o Feasibility
• Examines the advisability and practicality of doing something
o Yard stick
• Used for problems that have more than one solution

Front 35

why is learning to write reports so important?

Back 35

everyone writes reports

Front 36

present information to maintain ethical by:

Back 36

o Give credit to others
o Present all the facts
o Be objective
o Don’t be bias
o Don’t omit, distort, or manipulate any information

Front 37

Do's of making a presentation

Back 37

• Maintain eye contact
• Inform audience
• Use good transitions
• Dress appropriately
• Speak clearly
• Use language/words easy to understand

Front 38

Don'ts of making a presentation

Back 38

• Chew gum
• Turn back on audience
• Wear jewelry that moves
• Rattle change in pockets
• Put hands in pockets
• Flip/play with hair
• Bypass audience

Front 39

Areas of business that have the most legal risk

Back 39

marketing, safety, human resources, investments

Front 40

how do you reduce liability in business?

Back 40

know the laws, be careful what you say, be careful how you say it

Front 41

purpose of a resume?

Back 41

to stand out from competition and get you an interview

Front 42

purpose of a cover letter?

Back 42

get someone to look at your resume

Front 43

RFP

Back 43

Request for Proposal

Front 44

how are proposals used

Back 44

o Difference between a proposal and a report is that a proposal has a budget
o Used to sell something
o Used to solve a problem
o Used internally and externally

Front 45

components of a business plan

Back 45

• Cover letter
• Table of contents
• Letter of transmittal
• Executive summary
• Company description w/ mission statement
• Product or service description
• Market analysis
• Operations analysis
• Management analysis
• Financial analysis
• Appendix