BCOM 3950 - Study Guide Test 1

Chapter 1 9 questions

The value of communications

Flattened management hierarchies More participatory management people are allowed to participate in the decisions that companies make Heightened global competition will need to develop skills and use them to communicate with people from different cultures Innovative technologies need to learn how to use email, fax, instant messaging, text messaging, etc. New work environments - more people working from home and being virtual team members

What is communication communication is the transmission of information and meaning from one individual or group to another.

5 Steps of the communication process: Idea formation when a sender of a certain communication has a specific idea, which could be influenced by their mood, frame of reference, background, culture and physical make up Message encoding converting the idea into a message, which could be easily understood by the person receiving the message whether it is a verbal or written one. Message transmission Message travels over a channel. It could be transmitted through many different forms of transmissions, such as fax, spoken word, etc. Message decoding When the receiver receives the message and understands the meaning of the message. It is hard to achieve success and deliver a meaningful message. Feedback This helps the sender understand whether or not the receiver actually understood the meaning of the message.

Intercultural Communication

Verbal and nonverbal messages are difficult to interpret when people come from different cultures. There are special sensitivity and skills needed.

Low vs High Context

Low Context countries such as Germany, North America, France and Britain Assume the listeners know very little and must be told almost everything. People tend to be logical, analytical, and action oriented. Words can be taken literally.

High Context countries such as China, Japan, and Arab countries May not take words literally. The meaning of a message may be implied from social or physical setting. Terms

Encoding converting the idea into words or gestures that will convey meaning. Channel The medium over which the message is transmitted. Decoding translating the message from its symbol form into meaning Feedback helps the sender know that the message was received and understood Noise anything that disrupts the transmission of a message in the communication process

Chapter 2 9 questions

Effective writing

Purposeful You will be writing to solve problems and conveying information. You will have a definite purpose to fulfill in each message. Persuasive You want your audience to believe and accept your message Economical You will try to present ideas clearly but concisely. Length is not rewarded Audience oriented You will concentrate on looking at a problem from the perspective of the audience instead of seeing it from your own

Writing Process

Prewriting the first phase of the writing process involves analyzing and anticipating the audience and then adapting to that audience (25% planning and worrying) Writing The second phase involves researching, organizing, and then composing the message. (25% organizing and composing) Revising The third phase involved revising, proofreading, and evaluating your message. (45% revising 5% proofreading)

Best Way to deliver message

Audience Oriented Profiling the audience must know about your audience and identify the appropriate tone, language, and channel for your message Responding to the Profile after profiling the audience you can decide whether the receiver will be neutral, positive, or hostile toward your message

Chapter 3 9 question

What info do you need?

Formal Research Methods Search manually Access electronically Go to the source Conduct scientific experimentsInformal Research Methods Look in the files Talk with your boss Interview the target audience Conduct an informal survey Brainstorm for ideas

Clear and concise writing

Direct vs Indirect

Business messages are typically direct and indirect. Direct is when the main idea of the message is first followed by details and explanation or evidence and indirect is when the main idea is following an explanation and evidence.Direct when you expect the user to be pleased, mildly interested or neutral

Saves time Sets proper frame of mind Prevents frustration

Indirect unwilling, displeased, hostile Respects the feelings of the audience Encourages a fair hearing Minimizes a negative reaction

Active vs Passive voice

Active voice sentences are preferred because the subject is the doer of the action.

Sentence errors

Chapter 4 9 questions

Clear, concise writing

Eliminating Flabby Expressions getting rid of the fluff in sentences Limiting Long Lead-ins delete unnecessary introductory words Dropping Unnecessary There is/are and It is/was Fillers Getting rid of redundancies - getting rid of reparative fluff

Document design (readability)

Employing White Space use bullets, numbered lists, short paragraphs and effective margins Understanding Margins and Text Alignment align to the left and do not align to the left and right because it messes up the readability of the document. Also use ragged-right margins without justification Choosing Appropriate Typefaces For business purposes, you should choose from serif or san serif categories. Times New Roman is a typeface with serifs; Arial is a typeface without serifs Capitalizing on Type Font and Sizes - adds emphasis to your words, you can use caps, boldface, italic, underline, outline, and shadow Numbering and bullet lists for quick comprehension it helps understand a lot better and quicker Adding heading for visual impact effective tool for highlighting information and also help writers to organize information and enable readers to absorb important ideas

Best wording

Dumping Trite Business Phrases words that are considered business like should really be revised and looked over to make sure there isnt any fluff Avoiding Jargon and Slang Jargon is terminology unique to certain professions; it should be reserved for individuals who understand it. Dont use it in your everyday business environment. Slang sounds fashionable, but it lacks precise meaning and should be avoided in business writing Dropping Clichs Do not drop clichs that are dull and often ambiguous Unburying Verbs Burying verbs in wordy noun expressions weakens business writing Controlling Exuberance avoid excessive use of advert intensifiers, such as very, definitely, quite, completely, extremely, really, actually etc.

Draft, rough edit, fine edit, proofread

Proofreading generally a waste if the document is not complete Spelling Making sure all words are spelled correctly Grammar Keeping proper grammar Punctuation Making sure intro clauses are followed by commas and so on. Names and numbers making sure everything is correct Format Routine documents need light proofreading Complex and routine documents will be best proofread if proofreading from a hard copy

Chapter 5 6 questions

Effective subject lines

Subject lines summarize the purpose of the message in abbreviated form.

Opening and closing

Opening with the main idea direct email and memos open by revealing the main idea immediately. This is usually used in emails and memos where the information is not sensitive and where the readers are in a hurry to find out what the message is all about.

Closing with a Purpose Generally close an email or a memo with 1. Action information, dates or deadlines 2. Summary of the message, 3 Closing thought

Using email vs Memo

Knowing when to send an email or a memo email is appropriate for short, informal message that request information and send respond to inquiries. Memos are appropriate for delivery of confidential data, such as salary or employee review information

Components of emails and memos Writing a subject line both emails and memos must include a subject line

Formatting emails Greeting shows friendliness and indicates the beginning of the message Body use standard caps lower case letters Closing lines include contact information Formatting Memos Forms and Margins Date, To whom the message is being delivered, From whom the message is being delivered, and a Subject line

Chapter 7 8 questions

3 Goals

Primary Goals Make the receiver understand the bad news Help the receiver accept the bad news Maintain a positive image of you and your organization

Order for bad-news messages

Buffer Open with a neutral but meaningful statement that does not mention the bad news Reasons Explain the causes of the bad news before disclosing it Bad news Reveal the bad news without emphasizing it. Provide an alternative or compromise, if possible Closing End with a personalized forward-looking, pleasant statement. Avoid referring to the bad news.

Why Indirect

Indirect pattern softens the impact of bad news by giving reasons and explanations first. It is easier for someone to understand the bad news when they are broken gradually.

Buffer introduces the message with a neutral statement that makes the reader continue reading Best News Compliment Appreciation Agreement Fact Understanding

Challenges of bad news

Apologies Apologize sincerely Accept responsibilityPoor apology could cause potential problemsConveying Empathy empathy involved understanding and entering into the feeling of someone elsePresenting the reasons explaining clearly, explaining company policies, choosing positive words, showing that the matter was treated seriously,