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BUSINESS COMMUNICATION (BCEN 3510) FINAL EXAM PREP
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BUSINESS COMMUNICATION (BCEN 3510) FINAL EXAM PREP
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BUSINESS COMMUNICATION (BCEN 3510) FINALEXAM PREP
Competence (Routine) - Answers -shows when you know how to manage and resolve
routine business tasks
Caring (Routine) - Answers -shows when you are responsive to others and show
respect for their time
Severity - Answers -how serious or detrimental the bad news is
Controllability - Answers -the degree to which the bad-news message receiver can alter
the outcome
Likelihood - Answers -relates to the probability of the bad event occurring
Buffer - Answers -A statement to establish common ground, show appreciation, state
your sympathy, or otherwise express goodwill
Teaser Message - Answers -often written, signal to recipients that an upcoming
conversation or other communication may involve unpleasant news (prepares recipients
emotionally without revealing specific info)
Mum Effect - Answers -occurs when the chain of messages within an organization is
filtered at each level to leave out or inaccurately state bad news
Competence (Bad-News) - Answers -shows when you generate a forward-looking plan
to overcome challenges
Caring (Bad-News) - Answers -shows when you lessen the negative impacts on others
and focus on their needs
Character (Bad-News) - Answers -shows when you are completely transparent and
honest
Guidelines for Bad-News Messages - Answers -Deliver the bad news in a timely
manner
Choose the right mix of channels
Sympathize with bad-news recipient & soften blow
Provide a simple, clear rationale
Explain immediate impacts
Focus on solutions and long-term benefits
Show goodwill
Components of INDIRECT Bad-News Message - Answers -Ease with a buffer
, Provide a rationale
Deliver the bad news
Explain impacts
Focus on the future (as appropriate)
Show goodwill
Components of DIRECT Bad-News Message - Answers -Ease in with a buffer
Deliver the bad news
Provide rationale
Explain impacts
Focus on the future (as appropriate)
Show goodwill
Style for Delivering Negative Performance Reviews - Answers -Give clear and targeted
feedback
Focus on actions and results, not attitudes and intentions
Establish measurable and realistic expectations
Visual Learners - Answers -learn best from illustrations and simple diagrams that show
relationships and key ideas (make up about 40%)
Auditory Learners - Answers -like loud, clear voices and believe emotion is best
conveyed through voice (make up about 40%)
Kinesthetic Learners - Answers -need to participate to focus their attention on your
message and learn best (make up about 20%)
Preview - Answers -typically occupies roughly 10 to 15 percent of your presentation
time; include an attention-getter, positioning statement, and an overview; should create
interest, show benefits, demonstrate value, and encourage action
Character (Routine) - Answers -shows when you live up to your promises and your
company's commitments
Components of Routine Messages - Answers -State primary message (10 words or
fewer)
Provide details in paragraphs of 20 to 80 words
Restate request or key message in more specific terms
State goodwill
Components of Requests - Answers -Make request
Provide rationale
Call to action (for some)
State goodwill
Components of Expectations - Answers -Explain overall expectation
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