Final Exam Review: Comm 252

Még több ilyen

Discovery, Necessity, Commodity: A Self-Directed Learning Ecosystem Typology

Szerző: Julie Schneyer

Chapter 11 Emotion and Motivation Mindmap

Szerző: Julia Gashabi

Unit 2 Concept Map

Szerző: NOOR HYDERI

Productive and Receptive Skills

Szerző: Aranzazu Gomez-vallejo copado

Goodwill Messages

purpose

builds trust

mutual understanding

helps create business relationships

build goodwill

Sympathy

handwritten

offer assistance

positive attributes of person

use appropriate words

Congratulations

Share in happiness

reflect on accomplishment (use exact title)

Thank-you

goodwill closing

few specific details

sincere

spontaneous

short

prompt

personal

Routine Messages

Formatting a Letter

Elements

salutation

closing

signature

date

message

address

Envelope

Stamp (top right)

Name of recipient

Return address (top left)

Styles

Modified block

Simplified

Full block

Format

ragged right

1 - 1.5 in margins

Centered vertically and horizontally

most common form in workplace

short/concise

3 part structure

info share

informational letter/memo

instructional letter/memo

announcement

info response

Confirmation Message

order acknowledgement

approving a claim

information request

opinion on matter

claim request

order request

Best approach

Chap 14: Social Media

Why join?

express interest

circulating data

affiliation

types

photo/video sharing

youtube

social networking

facebook

podcasts

blogs

micro blogs

UGC

Mobile communication

risks/challenges

Negative messages

damage to reputation

identity theft

data leaks

time theft

outdated info

fraud

grow sales

facilities interaction resulting in customer loyalty

drive traffic to website

brand awareness

Grow our following

Networking

Marketing content

5 types of participants

spectators

joiners

collectors

critics

creators

Characteristics

influential

immediate

Internet based

Interactive

Persuasive Messages

preparing to write

anticipate objection

be positive & accurate

consider design & layout

understand what motivates reader

know your purpose

3 Appeals

Logos (ethics/credibility)

Showcase past work/accomplishments

Pathos (emotion)

Story

Ethos (logic/reason)

Facts/statisitcs

Promotion & self-romotion

Marketing online

Sales

follow-up

ask for action

make it desireable

introduce product

Gain attention

Claim

Ask for action

Prove claim is valid

Gain positive attention

Favour & action

Fundraising

ask for donation

explain what org is doing

show that problem is solvable

Identify a problem

Purpose

motivate to act

influencing the audience

gain trust

4 c's

commonality

concession

confirmation

Compliance

Key points (from video)

Subtopic

passion

resent a challenge

use oratory

straight talk

use quotes

deal in truths

be a good storyteller

Bad News Messages

tone

don't say sorry

neutral

no foul language/no name calling

tips for stating bad news

avoid mixed messages

avoid spotlighting

use "we"

use passive voice

dont repeat

stick to facts

no Bad lauguage

Don't plead

put in dependent clause

Structure

Closing

dont take credit for helping when you didnt

don't apologize for saying no

offer good wishes

Body

Opening

bad news buffer

Subject line

negative

positive

Neutral

Types

appraisals

performance review

announcements

public

customers

employees

Refusals

refusing invitation

Goals

don't argue

us positive language

dont use unfortunately, won't, impossible

brief & respectful

state bad news once

maintain goodwill

Approaches

indirect (sandwich)

Soft, hard, soft

Direct (creme brulee)

Hard, soft, soft