Business Communication Chapter 1
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Questions and Answers

What was the main cause of the software error mentioned in the passage?

  • Communication errors (correct)
  • Hardware malfunction
  • Lack of resources
  • Insufficient training

    • Which of the following is an example of an external audience?

  • Subordinates
  • Peers
  • Customers (correct)
  • Superiors

    • What is the main reason why business depends on effective communication?

  • Because it is a common activity on the job
  • Because it is a mandatory requirement
  • Because it helps to avoid misunderstandings (correct)
  • Because it increases profit

    • What is the purpose of conventions in communication?

    <p>To make messages easier to understand</p> Signup and view all the answers

    What percentage of employees use email for communication?

    <p>100%</p> Signup and view all the answers

    What is an example of an internal document?

    <p>Monthly report</p> Signup and view all the answers

    What is an example of wasted effort arising from communication problems?

    <p>The Mars Climate Orbiter spacecraft losing contact with NASA mission control</p> Signup and view all the answers

    What should be considered when analyzing a communication scenario?

    <p>The purpose, audience, and initial reaction to the message</p> Signup and view all the answers

    What type of communication is essential for technical reports?

    <p>Written communication</p> Signup and view all the answers

    What can change over time in communication?

    <p>Conventions</p> Signup and view all the answers

    What is a benefit of good communication in business?

    <p>Enhanced customer satisfaction</p> Signup and view all the answers

    What is an example of a document that is used to adjust a claim?

    <p>Claims adjustment</p> Signup and view all the answers

    What percentage of employees prepare formal reports?

    <p>62%</p> Signup and view all the answers

    What is necessary for conventions to be effective?

    <p>They should fit the rhetorical situation</p> Signup and view all the answers

    What is an essential skill for effective communication in business?

    <p>Communication skills</p> Signup and view all the answers

    What type of communication is commonly used in business?

    <p>Written communication</p> Signup and view all the answers

    What is the primary goal of a message?

    <p>To persuade the audience to take action</p> Signup and view all the answers

    What is an important consideration when assessing the audience's reaction to a message?

    <p>Whether they will see the message as important</p> Signup and view all the answers

    What is a key characteristic of an ethical message?

    <p>It respects the audience and presents the message honestly</p> Signup and view all the answers

    What should be considered when conveying an ethical message?

    <p>Whether the language is clear and respectful to the audience</p> Signup and view all the answers

    What is an important aspect of document design in an ethical message?

    <p>Making reading easy and not attempting to distract the audience</p> Signup and view all the answers

    What is a key consideration when assessing the benefits of a message?

    <p>What benefits the audience will find convincing</p> Signup and view all the answers

    What is an important aspect of an audience's demographic characteristics?

    <p>Their level of education and income</p> Signup and view all the answers

    What should be considered when planning a message?

    <p>What the audience is likely to think or feel</p> Signup and view all the answers

    Study Notes

    Good Communication Benefits Business

    • Effective communication is crucial in business as it benefits the organization and the individual
    • Good communication skills can improve job prospects, career advancement, and personal growth

    Communication Skills Benefit You

    • Communication skills are essential for success in any profession
    • Developing good communication skills can enhance one's career and personal life

    Communication Is Common on the Job

    • Various communication methods are used in the workplace, including:
      • Email (100% of employees)
      • Presentations with visuals, such as PowerPoint slides (100%)
      • Memos and correspondence (70%)
      • Formal reports (62%)
      • Technical reports (59%)

    Need More than Technical Skills

    • Technical skills are insufficient for success in business; communication skills are also necessary
    • Situational-specific communication and follow-up phone calls with written documentation are essential

    Costs of Poor Communication

    • Poor communication can lead to significant costs, such as the failure of the Mars Climate Orbiter spacecraft, which was caused by communication errors
    • Effective communication can help avoid such mistakes

    Two Levels of Audience

    • Internal audience:
      • Subordinates
      • Superiors
      • Peers
    • External audience:
      • Customers
      • Suppliers
      • Distributors
      • Unions
      • Stockholders
      • Associations
      • Special interests
      • Government agencies
      • General public

    Types of Documents

    • Internal documents:
      • Transmittal
      • Monthly report
      • Quarterly report
      • Policy and procedure bulletin
      • Request to deviate from policy and procedure bulletin
      • Performance appraisal
      • Congratulations memo
    • External documents:
      • Price quotation
      • Claims adjustment
      • Job description
      • 10-K report
      • Annual report
      • Thank you letter

    Basic Criteria for Effective Message

    • Effective messages should be clear, concise, and well-organized
    • They should also be audience-centered, consider the context, and be free of errors

    Defining Conventions

    • Conventions are widely accepted practices that make messages easier to understand
    • They change over time, vary by organizational setting, and need to fit the rhetorical situation (audience, purpose, context)

    Analyzing a Communication Scenario

    • To analyze a communication scenario, ask yourself:
      • What is your purpose in communicating?
      • Who is your audience?
      • How will the audience initially react to the message?
      • What information must your message include?
      • What benefits will your audience find convincing?
      • How can you ensure that you communicate ethically?

    Purpose

    • The purpose of a message is to get the audience to do something, such as:
      • Accept an idea
      • Change their mind
      • Complete a task
      • Know something
      • Remember something
      • Other?

    Audience

    • Consider the demographic and psychographic characteristics of your audience
    • Identify whether your audience is an individual or a group

    Audience Reaction

    • Consider how your audience will initially react to your message
    • Will they see it as important, be resistant, or dislike the message coming from you?

    Needed Content

    • Determine what information your message must include

    Benefits

    • Identify the benefits your audience will find convincing

    Conveying an Ethical Message

    • Ensure that your message is clear, respectful, and honest
    • Use graphics to help the audience understand, but avoid distracting or confusing them
    • Design the document to make reading easy and avoid trying to make readers skip key points

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    Related Documents

    Chapter 1 (1).pptx

    Description

    Learn about the importance of effective communication in business and how it can lead to success. This chapter covers the fundamental principles of business communication.

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