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71 Cards in this Set
- Front
- Back
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According to John Dewey, the motivating sequence includes the following steps. P.357
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We locate and define the problem; we analyze the problem; we establish the goals and criteria; we select the best solution; we implement the selected solution.
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Three variables that underlie and influence how best to prepare bad-news letters: pg. 341
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Distance – who has the controlling role in the relationship; power – who has the controlling role in the relationship; Imposition – the loss of prestige (or face) that may result as a consequence of the exchange
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Different from personal decision making steps, business correspondence, has equivalent steps pg.357
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Attention; need; satisfaction; visualization and action
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The five major factors covered in the chapter for governing letter-writing decisions are: pg. 362
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Distance; power; imposition; business phase and purpose
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In the early days, letter writers were known as: pg. 333
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Letter-writers
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Thomas Hill suggested nine programmatic rules as the essence of effect business letters. pg 335
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1) In letters of business, use as few words as possible
2) Business letters should be promptly answered 3) Use a clear, distinct writing, avoiding all flourish of penmanship or language 4) Come at once to your subject, and state it so clearly that it will not be necessary to guess your meaning 5) Give town, county, state and date explicitly. It is frequently of great importance to know when a letter was written 6) Read your letter carefully when finished, to see that you have made no omissions and mis-takes. Also carefully examine your envelope to see that is rightly directed, with postage-stamp affixed 7) Copy all business letters, of your own, by hand, or with the copying press made for the pur-pose 8) Send money by draft, P.O. Money-Order, or express, taking a receipt therefore; thus you have something to show for money guaranteeing you against loss. Always state in your letter the amount of money you send, and by what means sent 9) Write date, and by whom sent, across the end of each letter received, and file for future reference, fastening the letters together with rubber bands, or binding in a letter-file adapted to the purpose. The possession of a letter sometimes prevents litigation and serious misunderstanding. |
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The current focus on guidelines for writing business letters arose in the 1920s.
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The Answer
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Most letter-writing models concentrate on
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The Answer
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Most business letters follow what rules.
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The Answer
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A common thread that underlies formularies
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Letter-writers, and the contemporary models is an intense interest in maintaining social or business etiquette, in being polite.
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The most frequent types of letters written by upper-level managers are orders.(T/F)
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TRUE
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The most frequent types of letters written by middle managers are refusal requests (T/F)
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FALSE
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“Compliance-gaining” represents attempts to do what
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Attempts by the communicator to elicit a particular, preconceived response from the audience by concentrating on and talking advantage of the power variable.
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Three examples of “compliance-gaining” at work.
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The Answer
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Examples of reward-oriented behavior techniques
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The Answer
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What is an altruistic appeal
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The Answer
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“Politeness Theory” is advocated when.
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Is used to redress face-threatening acts, or actions that threaten another’s need to be publicly appre-ciated and be free of impositions
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Why advocate a direct approach for delivering bad news.
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The Answer
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The value of a “buffer”
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The Answer
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Completing a lengthy report demands, above all else: pg. 368
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The need to refine or redefine business; The need to respond to a specific business problem or op-portunity; The need to submit, special or periodic reports to auditors, oversight agencies, sharehold-ers, or investors; The need to go after new business or business markets.
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The formal means by which planning strategies are developed and articulated is: pg. 370
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The business plan
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What are key strategies in a business plan? pg. 370
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The market strategy; The production strategy; The research and development strategy; Organization and management strategy; Organization and management strategy; Financial strategy
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Distilled statements of the work done to aid and support business decisions is: pg. 371.
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Business Reports
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The four sections of a typical RFP? Pg. 373
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Ground Rules; Requirements; Evaluation Criteria; Format Requirements
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The business plan is largely an exercise in: pg. 374
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Definition and classification
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Proposal structure and formatting are governed by: pg.376
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The Answer
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What kind of lengthy report is unknown external readers? pg. 376
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Annual Report
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Which are goals that modern report titles need to accomplish? pg. 381
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Identifies the Subject
Indicates the purpose of the study Gives important high-impact words early |
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Four reasons for developing a lengthily report? pg. 368-370
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The need to refine or redefine business
The need to respond to a specific business problem or opportunity The need to submit special or periodic reports to auditors, oversight agencies, shareholders, or investors The need to go after new business or business markets |
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A business plan integrates five strategies: pg. 370.
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The market strategy – the customer base and the products of interest to them
The production strategy – the process, technology, and infrastructure needed to produce the products The research and development strategy – the areas where the company may have a competitive edge because of expertise or intellectual property rights Organization and management strategy – the alignment of personnel to meet the demands of the company and its objectives and commitments Financial strategy – the management of finances, in terms of operation, the company, investments and use of profits |
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Four document types related to the four strategies of an argument pg. 374
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Business Plan = proposition
Business/Technical Report = analysis Annual Report = evaluation Response to RFP = proposal |
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Among the 40 categories that annual reports are expected to include, the business report is expected to answer four basic questions. pg. 379
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Where are we now?
Where are we headed? How do we propose to get there? How will we know when we’ve arrived? |
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An effective Table of Contents must satisfy four criteria: pg. 384
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1) It is logically structured, leading the reader on a clear, straightforward path through the evo-lution of the information and the associated conclusions and decisions
2) It must be complete enough to illuminate the road without leaving the reader to guess where poorly-lit side streets might lead. 3) It must use language and vocabulary meaningful to the principal audiences. 4) It must help fulfill the report’s responsibilities to inform and educate the readership a goal achieved by balancing the conventional, empathetic, and pedagogical dimensions of the re-port. |
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The elements of the Business development process includes pg. 380
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The Answer
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The Product Development Process of includes
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The Answer
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A Report’s principal elements are: pg. 380
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Title and cover pate
Executive Summary Table of contents Introduction Body Recommendations/conclusions Appendixes |
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According to Du Pont, the Introduction of the Report, variety of methods are used for the Recommendations and Conclusions of a Report. 387.
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In order from most to least significant
In order from most to least immediate, either in terms of urgency or likelihood of implementation Chronological, in order from near-term to long-term actions. |
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Five things you want to happen in a Long Report is the following
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Potential Readers: Notice/Open the report
Readers: Consider the substance Executives: Take some action Peers: Appreciate background & urgency Understand basics of what was done Concur with outcome Agree to requested actions |
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Designing the Table of Content, the Pedagogical role provides the Empathetic role creates and the Conventional role.
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Conventional Roal responds to needs of busy executives
Pedagogical Role provides critical context Empathetic Role creates bridge for the audience |
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In business reports the effectiveness of the argument remains contingent on what
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The Answer
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Difference between annual report and the business report
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The Answer
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Critical elements of the Business Report include:
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The Answer
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Goals of the Title page are:
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The Answer
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Purpose of the Executive Summary
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Allow busy executives to gain quick insights into the abbreviated knowledge of the report's crtitical substance
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The Table of Content should always answer two questions:
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The Answer
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Role and purpose of the Appendix
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Allow other researchers and specialists to better understand the presentation and to build upon the foundation established.
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The audience of the Conclusions of a Long report is
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multiple, divers and very large
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The “ultimate sunshine laws” had 4 components
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The Answer
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Purpose and how to measure effectiveness of procedures pg. 407/408
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The Answer
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Majority of problems with business procedures. 413
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Procedures do not provide effective guidance for conducting work.
Procedures are often incomplete, unusable, or missing critical information. Procedures are not properly and effectively used. Procedures do not effectively assist in responding to emergency conditions. |
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Types of problems experienced when using procedures. 414
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Organization, Presentation, Terminology, Internal Consistency, Numeric Information, Salience, Comprehensibility, Technical Demands, Level of Details, Graphs & Tables, Navigation
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Categories in the Malcom Baldridge competition 417
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Leadership, Strategic Planning, Customer & Market Focus, Information and Analysis, Human Re-sources Focus, Process Management, Business Results
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Criteria for the success of a business process 418
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Management philosophy, business circumstance, corporate strategy, judgment, negotiation, and usa-bility
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Primary types and steps of business procedures 419/420
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Technical, response and management control.
Corporate >Management >Work Performance>Guidance |
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Business Circumstance and corporate strategy for using business process 422/423
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The Answer
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Why write procedures? 424
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When there are business risks that need to be mitigated
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Basic steps for efficient procedures. 427
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Define the territory
Design the process Determine the usability Document the thinking |
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Procedure development process includes 429
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Getting a measure of the whole
Partitioning the activity to the task level Developing the step level Assessing the qualifying conditions Synthesizing the elements of the process |
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Flowchart symbols 437
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Rectangle – Action
Diamond – Decision Oval – Adjunct Information Triangle – Reference Circle – Warning |
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Highlighting techniques 440
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First-order heading >> Bold, all capital letters
Second-order heading >> Bold, initial capital letters Warning >> Boxed and centered References >> Italics Lists >> Bulleted/indented |
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Key elements of documentation the thinker are; 441
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What decisions had been reached relative to the procedure
What sources had been used What assumptions had been made? |
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Purpose of resumes 446
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Resumes put a decidedly personal face on business communication
A tangible and very personalized display of analyzing audience, defining primary and secondary purposes, tailoring information selection and design, creating and maintaining a purposeful argument, and communicating with style. |
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Why corporations have resumes updated 448
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Corporations, especially diverse corporations with complex, distributed operations, are no longer able to maintain a full, daily appreciation of the credentials of every member of the staff.
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What’s changed on resumes (449) and discarded (451)
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Changed: Name, Address, Phone; Professional Objective; Work Experience, previous employers;
Discarded: High School grades; courses in minor; list of all courses; high school courses; high schools attended; class rank; physical/health status; date of birth; personal information |
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Expected length of resume 452
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One, at most two pages
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Know organizational styles of resumes 455
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Chronological and functional
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Using Active language 460
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The Answer
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Primary components of resume 461
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Developing a comparative analysis
Responding to the opportunity Refining the message Defining the design Double-checking the product Drafting the cover letter |
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Why start with comparative inventory analysis, 463-464
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It assessess your qualifications agains those needed to do the job.
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Job specific expectations includes 471
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Education: In addition to a degree, the company is looking for certification
Experience: Familiarity with both the horse business and the transportation industry is needed Attributes: The Company wants an individual who is flexible, creative, and has initiative |
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Resume Checklist 478
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Is the resume complete?
Is the content accurate? Does the resume establish an identity? Does the resume “send” the right messages? Are the messages consistent? Is the resume attractive? Is the resume consistent with conventions? Does it make you feel good about yourself? Have you checked the facts? Have you done a quality check? |
