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63 Cards in this Set
- Front
- Back
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Does a positive message require the reader to take immediate action? |
No, it doesn't require anything |
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Kinds of informative and positive messages |
Face to face Phone calls Text Letters/memos |
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Five common ways to deliver an informative and positive message |
Face to face Phone call Text Letter/memo |
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Do thank you notes have to be long and sincere? |
Not long but sincere
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Who are letters written to? Who are memos written to? |
Letters-outside the organization Memos-inside the organization |
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What causes business people to be selective about the messages they read? |
Information overload |
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If you want to avoid a "paper trail" what kind of communication should you use? |
Verbal |
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What is a proper organizational strategy to write an informative message? |
-good/most important news 1st -clarify with details -present negative points positively -explain any benefits Use goodwill that's positive and forward looking |
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How are most memos sent internally in the work place today? |
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Should you leave the subject line blank in a business email? |
No |
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Should you leave the subject line blank in a business email? |
No |
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Could the channel for sending the same message to two people be different? |
Yes |
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Should you leave the subject line blank in a business email? |
No |
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Could the channel for sending the same message to two people be different? |
Yes |
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Know primary and secondary purposes of informative and positive messages. |
Primary: Give info or good news To have receiver view info positively Secondary: Build good image of sender and sender's organization Build good relationship between sender and receiver Deemphasize negative elements Eliminate future messages on some subject |
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When should you include audience benefits and when should you omit them? |
Presenting policies, shaping audience's attitudes, introducing non obvious benefits Omit: Presenting facts only Audience attitude doesn't matter Stressing benefits makes audience seem selfish Restating may be insulting |
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Can a positive message contain some negative elements? |
Yes, but present them positively |
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Can a positive message contain some negative elements? |
Yes, but present them positively |
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What three purposes do subject lines serve in an informative or positive message? |
Aids in filing, retrieving Tells readers why they should read Sets up the message |
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Can a positive message contain some negative elements? |
Yes, but present them positively |
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What three purposes do subject lines serve in an informative or positive message? |
Aids in filing, retrieving Tells readers why they should read Sets up the message |
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What things should you include when documenting a conversation summary? |
Who was present Topic of discussion Decisions made Who does what next |
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Can a positive message have several purposes? |
Yes |
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Are confirmations of oral conversations used much in business settings? |
Yes |
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Are confirmations of oral conversations used much in business settings? |
Yes |
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What media should be used to communicate complex situations? (face-to-face or email or memos, etc |
Face to face |
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Should you send negative critiques via email?
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No |
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What are the typical audience’s reactions to a negative message?
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Disappointment, anger |
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Do you ever have to deal with the recipient again after you send them bad news?
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Sometimes |
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Know examples / kinds of negative messages.
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rejections, refusals, policy changes not benefiting customer, poor performance appraisals, disciplinary notices, insulting or intrusive requests, product recalls, price increases |
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How many times should you apologize in a negative message?
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only once |
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Do negative messages ever contain positive elements?
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yes |
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What are the primary purposes for negative messages?
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-Give reader negative news -to have receiver read, understand and accept message -maintain good will as much as possible |
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How do you want to make the audience feel when they listen to or read your negative message?
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-They have been taken seriously -the decision is fair and reasonable -if they were in your shoes they would make the same call |
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When you report a problem to your supervisor, should you recommend a solution?
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Yes |
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Should bad news memos be organized differently for superiors and subordinates?
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Yes, offer solution to boss, ask for suggestions from employee |
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What should you ask when sending bad news to subordinates?
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ask for action |
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What can a buffer do in a negative message?
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When they feel manipulated and would rather have the news straight up |
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When should you omit the reason for a refusal?
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If it is in the policy and isn't a good reason |
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Know ways you can appropriately refuse a customer’s request.
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imply the refusal instead of stating it, offer solutions |
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How should you end a negative message?
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use an alternative, it ends it with a positive note |
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Do you-attitude and positive emphasis matter in negative messages?
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Yes |
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When should you recast the situation as a positive message when sending bad news?
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When the change benefits the receiver |
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Do workers who are dissatisfied tend to care about the well-being of the organization?
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No |
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What is the primary purpose of a persuasive message?
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to have the audience act or change beliefs |
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What are the three aspects of persuasion?
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argument credibility emotional appeal |
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What are you doing when you use emotional appeal?
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trying to make the audience do what you want them to do |
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Know the 3 sources of credibility in the workplace.
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expertise image realtionships |
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Know examples of who would be considered credible.
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????? |
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When should you use a sales pattern for persuasive messages?
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When emotion is most important to audience |
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How should you end both direct and indirect requests?
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ASK FOR THE ACTION YOU WANT |
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How should you deal with objections?
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eliminate objection with response |
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If you have a reluctant reader, should you put your request in the subject line?
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Use a neutral subject line |
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Why should you justify a deadline when asking someone to do something?
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So they are more likely to do it |
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What will an effective psychological description refer to?
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five senses |
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What is the primary goal of a good opener in a sales letter?
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makes the audience want to read the entire message |
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Does the postscript (p.s.) occupy a position of importance?
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Yes |
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In a sales letter, where should you mention the exact price?
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Lat 1/4 of the message |
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What does is mean to appeal to vicarious participation in a fundraising letter?
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They are supporting the cause financially since they physically are not helping |
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Is sending donor thank-you notes a waste of money?
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No |
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When should you use the direct request pattern in a persuasive message?
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When you expect agreement |
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Why are threats not effective in persuasive messages?
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It promotes counter aggression |
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Know different types/kinds of persuasive messages.
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recommendation letters, sales and fundraising, organizing sales |
