Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
46 Cards in this Set
- Front
- Back
What are the 4 elements of the indirect plan? |
1) Attention 2) Interest 3) Desire 4) Action |
|
Attention |
1)capture the receiver's attention int he opening sentence 2) compel the receiver to read or to listen to the entire message 3) be positive and brief |
|
Interest |
1)Build on the attention gained in the opening 2) present the benefits to the receiver 3) motivate the receiver to continue reading |
|
Desire |
1)Build ont he receiver's attention and interest by providing proof of benefits 2) emphasize benefits to the receiver 3) downplay any negative point or obstacles |
|
Action |
1) Motivate the receiver to take immediate action 2) Be positive 3) Make action easy |
|
What is the distinction between interest and desire? |
desire provides proof of benefits |
|
If a request is simple or routine what type or approach do you use? |
direct |
|
If a request is persuasive or complex what type of approach d you use? |
indirect |
|
Formal report |
may contain a title page, authorization message, transmittal message, table of contents, list of illustrations,abstract, body, glossary, appendix, and bibliography or reference list |
|
persuasive message |
a specific request for action when you believe the receiver may be unaware, disinterested or unwilling |
|
What is the best closing for a persuasive request? |
want specifics on a call to action |
|
Standardizing the format of a technical report makes it easy for readers to do what? |
scan reports for information of particular interest to them |
|
The introduction of a report helps the reader how or in what ways? |
it provides adequate background concerning the study so that the reader can understand the scope and sequence of the report |
|
The executive summary of a report emphasizes what? |
findings, conclusions and recommendations |
|
What are the three types of reports? |
1) Periodic 2) Progress 3) Technical |
|
Progress Report |
informs readers of the status of a project |
|
Periodic Report |
provides managers with updated information at regular intervals |
|
Technical Reports |
conveys specialized information |
|
Closed-ended Question |
requires little time investment and is designed to produce a one or two word answer; this type of question works best for fact finding |
|
Meetings Minutes |
are an official report of the proceedings of a meeting |
|
What are the 3 most common communication styles? |
1) Passive 2) Aggressive 3) Assertive |
|
Passive |
you give priority to the right of others; results in allowing others to make choices for you, rejecting the validity of your own feelings, and withdrawing from the situtation |
|
Aggressive |
opposite of passive; disregards everyone else's rights or feelings; often hostile, intimidating, blaming, demanding, and rude |
|
Assertive |
very productive because the goal is to meet the needs of all parties to the highest degree possible; respect the rights and feelings of others while standing up for their own rights; they effectively listen and negotiate so others choose to communicate openly and cooperate willingly |
|
What are the keys for successful phone conversation? |
1) Use the telephone equipment and system properly 2) Be businesslike 3) Be considerate |
|
What are the key elements in building and maintaining relationships? |
trust and respect |
|
What are the five stages and order of the business conversation sequence? |
1) Greeting 2) Introduction 3) Exchange 4) Summary 5) Closing |
|
Greetings |
can be verbal or nonverbal; should match the tone of your message |
|
Introduction |
remarks should be brief yet informative; can be direct or indirect; defines the topic, provides a buffer to negative news and serves as a smooth transition between the greeting and the exchange |
|
Exchange |
business is transacted during this stage; conducted in a give take format |
|
Summary |
recaps the exchange and leads to the close; serves as a bridge |
|
Closing |
cordial conclusion to the conversation |
|
What are the steps to team writing process? |
1) Plan 2) Draft 3) Finalize |
|
What is the difference between hearing and listening? |
listening involves understanding and retaining what is heard; hearing is a physiological process, deals with sound waves; listening is a mental process (cognitive) |
|
Listening Barrier |
is anything that interferes with the listening process. |
|
What is a mental distraction? |
a type of listening barrier |
|
What are the 5 elements and sequence of the listening process? |
1) Hearing 2) Filtering 3) Interpreting 4) Responding 5) Remembering |
|
Hearing |
a physiological process |
|
Filtering |
the elimination of unwanted stimuli |
|
Interpreting |
the listener's mind assigns meaning to the stilmuli |
|
Responding |
a form of feedback that lets the sender know the message was received and understood. |
|
Remembering |
involves recalling at a later time the information that was interpreted and responded to earlier |
|
Does physical appearance and non verbal communication convey a message? |
Yes, it influences the opinions of others |
|
What is the note taking process that most enhances listening effectiveness? |
recording key words and ideas in an outline |
|
Small group meeting participant spends most of his/her time engaged in what? |
listening |
|
What are the benefits and what results from effective listening? |
It helps build relationships, solve problems, ensure understanding, resolve conflict, and improve accuracy; once of the best ways to acquire information, hear feedback from others, show respect, and develop better attitudes. |