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What are the two types of communication?
Verbal: anything using words including websites, print, phone, etc.
Nonverbal: no words (graphics, logos, office size, etc.)
What are the 3 basic purposes of business communication? What are their primary audience (internal or external or both)
- Build Goodwill (e)
- Inform/Explain (i & e)
- Request/Persuade (i)
What are some ways poor communication could cause a loss of goodwill?
- Improper title (Mr. /Mrs.)
- Legalistic Language
- Misused or Misspelled words
- Selfish tone
- Request is vague
What are the 4 Cs outlining the criteria for effective messages?
What are some questions that should be addressed when analyzing situations and planning business communications?
- What's at stake-To Whom?
- Should you send a message?
- What channel should be used?
- What should you say?
- How should you say it?
What questions should be addressed when solving business communication problems?
- Gather Knowledge:
- What are the facts?
- What can you infer from the info given?
- What additional info may be helpful?
Use ______ when analyzing your audience.
What are the 5 types of audiences? And their roles?
- Gatekeeper: has the power to stop your message instead of sending it on to other audiences.
- *Primary audience: decides whether to accept your recommendations or acts on the basis of your message.
- Secondary audience: may be asked to comment on your message once it has been approved
- Auxiliary audience: may encounter your message but will not have to interact with it
- Watchdog audience: pays close attention to the message and may base future actions on its evaluation (ie. board of directors)
What is a common method of analyzing personality types?
Myers-Briggs Type Indicator
What are the two types of motivators?
- Intrinsic: come automatically from using a product or doing something (ex. thrill of the sale)
- Extrinsic: added benefit (ex. commission)
Three guidelines of developing audience benefits:
- 1. Identify the feelings, fears and needs that may motivate your audience
- 2. Identify the features of your product or policy that could meet the needs you've identified
- 3. Show how the audience can meet their needs with the features of the policy or product
What are 5 ways to exhibit You-Attitude?
- Talk about the audience, not yourself
- Refer to the audience's request or order specifically
- Don't talk about feelings unless congratulating or offering sympathy
- In positive situations, use YOU more than I. Use WE when it includes the audience
- In negative situations, avoid the word YOU. Protect the audience's ego by using passive verbs and impersonal expressions to avoid assigning blame
Create positive emphasis in your messages through:
- Avoid negative words/words with negative connotations
- Beware of hidden negatives
- Focus on what the audience can do rather than limitations
- Justify negative info by giving a reason or linking to an audience benefit
- Put the negative info in the middle