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Business Communication Ch. 5-8
Terms in this set (42)
Examples of electronic messages
Wikis, Emails, Blogs
Persuasive, well-considered, professional
Memos are often
Used to convey confidential information and deliver lengthy documents
You need to send the quarterly sales report to coworkers in your department.
This section may include dates, deadlines, or a summary
Closing with a purpose
Composing a business letter involves time and effort. Which question should you ask yourself before you decide to write a letter?
Would email be a better option for this message?
The closing of an information or action request letter should
request an action with an end date
Your coworker asks for advice on how to communicate a strict deadline in a request letter.
What advice would you give?
Set an end date to take action and explain why.
The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear?
Set an end date when appropriate.
Frame your request logically.
Organize your ideas.
Itemize information to improve readability.
Effective direct reply letters
supply explanations and additional information
Which strategy will make your direct reply most useful for the recipient?
Arrange your information logically.
What strategies should a direct reply message use?
Use graphic devices to make the message more readable.
Identify previous correspondence and the subject in the subject line.
Place the most important information first.
The persuasive techniques used for print messages also work with electronic messages; there are, however, a few key differences. Identity the guidelines for creating effective sales messages.
Make the message short, conversational, and focused.
Provide a means for posting out.
Keep the main information "above the fold"
Blogs are useful for both external public relations and
What is one of the advantages wikis provide?
Wikis can help facilitate collaboration internally and between companies
Memos should be used
for important internal messages that required a permanent record and formality
Summarize the main idea in condensed form
Reveal the main idea immediately but it expanded form
Explain and justify the main idea using headings, bulleted lists, and other high-skim techniques when appropriate
is designed for easy comprehension and explains the message in one topic
Include (a) action information, dates, or deadlines; (b) a summary of the message, or (c) a closing thought
Companies use blogs for
public relations, customer relations, crisis communication, market research, viral marketing, internal communication, and recruiting.
Emails and Memos
inform employees, request data, give responses, confirm decisions, and provide directions.
To deliver a long or formal document, send a cover email with an attachment
Direct emails and memos
open by revealing the main idea immediately
Messages should close with (a) action information including dates and deadlines, (b) a summary, or (c.) a closing thought.
are important for messages requiring a permanent record, confidentiality, formality, sensitivity, and a well-considered presentation
Establishing goals in communicating negative news
Explaining clearly and completely
Projecting a professional image
Conveying empathy and sensitivity
Maintaining friendly relations
When to use the direct strategy
When the bad news is not damaging
When the receiver may overlook the bad news
When the organization or receiver prefers directness
When firmness is necessary
When o use the indirect strategy
When the bad news is personally upsetting
When the bad news will provoke hostile reaction
When the bad news threatens the customer relationship
When the bad news is unexpected
Four-part indirectness strategy for bad news
Start with a neutral statement on which both the reader and writer can agree
Present valid reasons for the refusal, avoiding words that create a negative tone
Soften the blow by de-emphansizing the bad news, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise alternative, or substitute, if possible. The alternative may be part of the bad-news section or part of the closing.
Closing for refusal typical requests and claims
Renew good feelings with a positive statement. Avoid referring to the bad news. Include resale or sales promotion material, if appropriate. Look forward to continued business.
Dealing with disappointed customers
-Call the individual involved
-Describe the problem and apologize
-Explain why the problem occurred, what your company is doing to resolve it and how it will ensure that the problem will not happen again
-Follow up with a message that documents the phone call and promotes goodwill
-Names of satisfied users
-Money-back guarantee or warranty
-Free trail or sample
-Performance tests, polls, or awards
-Offer a gift
-Promise an incentive
-Limit the offer
-Set a deadline
The final paragraph
carries the punch line
use a postscript to reveal your strongest motivator
Selling by email
-Craft a catchy subject line
-Keep the main information "above the fold"
-Make the message short, conversational and focused
-Sprinkle testimonials throughout the copy
-Provide a means for opting out
RRS (Really Simple Syndication)
-Keep customers and business partners up-to-date
-help users to keep up with their favorite web magazines, websites and blogs
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