Business Communication Final

Front 1

Ways to Envision Your Audience

Back 1

Age
Cultural Factors
Economic and educational levels
Work background
Needs and concerns
Rapport
Expectations

Front 2

5 Proofreading Procedures

Back 2

1. Use spell check
2. Proofread document onscreen for simple errors
3. Proofread document onscreen for mechanical errors
4. Use print preview mode for layout
5. Print on high quality paper

Front 3

Types and Uses of Reports

Back 3

Formal - Board of Directors report
Informal - E-mail report, Memo report
Informational - Financial statement
Analytical - Scientific research
Vertical - report traveling to higher authority
Lateral - report traveling to same level
Internal - procedures manual
External - annual report
Periodic - Weekly sales production report
Functional - Justification report

Front 4

Order Proposal is Prepared

Back 4

1. Title page
2. Appendix
3. Table of Contents
4. Table of Figures
5. Executive Summary (Abstract)
6. Report Text (Introduction, Body, Analysis)
7. References (Works Cited)

Front 5

Deductive v. Inductive outline

Back 5

Deductive - good news; states idea first
Inductive - bad news; starts with neutral then provides bad news and details

Front 6

Strategies for handling apologies

Back 6

State apology once
Be brief
Use general statements
Include action you will take to prevent error from occurring again

Front 7

Steps for developing a letter in the deductive outline format

Back 7

Opening - states pleasant or main idea
Body - provides details and explanation
Closing - Reminds receiver of good news or main idea

Front 8

Routine claim v. persuasive claim

Back 8

Routine: assume request will be granted
Persuasive: assume request will be granted after persuasive arguments

Front 9

Types of Good News Messages and Examples

Back 9

Positive news: casual dress code policy
Thank you and appreciation: commending employee for hard work
Apologies: missed a meeting
Routine claims: warranties
Routine requests: pricing information
Order acknowledgements: follow up with customer

Front 10

Where to position bad news statement

Back 10

2nd or 3rd paragraph

Front 11

Counterproposal v. silver lining response

Back 11

Counterproposal: states what you can do or offer
Silver lining: provides thought that turns the discussion back in positive direction

Front 12

Process for Applying for a Job

Back 12

1. Conduct research
2. Identify a job listing
3. Prepare targeted resume
4. Consider supplementing resume
5. Interview

Front 13

Parts included in a resume

Back 13

Identification
Objective
Career summary
Qualifications
Personal Information
References