COMM 205 Final Exam Review
Chapter 1
(Important) Communication is constantly important to employers (These are the key factors
that employers look for in their future employees):
 Written/Oral Communication
 Critical Thinking/Analytical Reasoning
 Ability to analyze and solve problems + ethics
Communication and Technology
 Cloud Computing & Web 2.0
 VOIP (Skype)
 Open Offices ( More Communication)
 Voice Recognition Software
 Voice Conferencing & Videoconferencing & Web conferencing
 Smart Mobile Devices
 Electronic Presentations
 Social Media
 Collaboration with Blogs, Podcasts, Wikis
 Presence Technology (always connected via GPS) GPS Locator
Formal Communication Channels: Official channels that flow through the organization (Memo,
press releases) – okayed by management
Informal Oral Networks: Communication channels that carry gossip and rumors throughout the
organizations
Soft Skills: A social Interpersonal, or Language Skill “People skills”
Hard Skills: A technical needed to accomplish a professional task.
Chapter 2
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Four Phases of Team Development in Decision Making
Forming: Select members, become acquainted, build trust (Creating)
Storming: Identify problems, learn to work together, establish decision criteria,
prioritize goals
Norming: Discuss alternatives, evaluate outcomes, working better together (Working
better as a team)
Performing: Select alternative, implement, control, monitor, manage
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Groupthink: A way of avoiding conflict that results in members auot-agreeing to one
another
Group Decision: Majority, consensus (keep arguing until everyone agrees), minority,
averaging (compromise), authority
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Six Steps for Dealing with Conflict
Listen to ensure you understand the problem
Understand the others persons position
Show concern for the relationship
Look for areas of mutual agreement
Invent new problem solving options
Reach a fair agreement
Chapter 3
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(Important) Nonverbal Cues in Intercultural Communication
Descriptiveness: The use of Concrete and Specific Feedback
Non judgmentalism: Attitude of preventing defensive reactions (Trying not to judge
somebody)
Supportiveness: Requires us to support others with positive feedback (head nods, eye
contact, etc. )
Dimensions of Culture
Power Distance: Distribution of power in a culture (Distance between upper and lower
class)
Uncertainty Avoidance: Society’s tolerance for ambiguity and unstructured situations
Individualism Vs. Collectivism (Which one is more important)
Masculinity Vs. Femininity: Distribution of emotional roles and values between genders
Short-term Vs. Long-term orientation: Degree to which a society is focused on the
future or the past and present
Chapter 4
Communication Process:
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Sender: Sender Should Decide on purpose of message, analyze idea and how it can best
be presented
Sender encodes message: Sender should Consider receiver’s background,
communication skills, experience, culture, context. As well, choose concrete words and
appropriate symbols.
Sender selects channel, transmits message: Sender should Consider importance of
message, feedback required, interactivity. As well, choose a channel that the receiver
prefers and think of ways to reduce channel noise and distractions.
o Noise: Anything that interrupts the message in the transmission of a message in
the communication process. Channel noise may range from a weak internet
signal to sloppy formatting and typos in e-mail messages. Noise as well can even
be the annoyance of the receiver when the sender chooses an improper channel
of transmission or when the receiver is overloaded with messages and
information.
Receiver Decodes Message: Receiver Should avoid prejudging message and strive to
understand both verbal and nonverbal cues
Feedback Returns to Sender: Receiver should craft clear and complete response that
reveals comprehension of message meaning.
o The cycle repeats its self when the receiver becomes the sender.
3x3 Writing process
Message Channels:
Formal:
o Memos
o Reports
o E-mails
o Letters
Informal:
o IM
o Video Chat
o Face to Face Conversation
o Telephone call
o Blog
o Wiki
Chapter 5
Research Methods
Informal Methods: Company files, talk with boss & colleagues, interview target audience,
informal survey.
Formal Methods: Electronic sources, books, magazines, directories, primary sources (focus
group), observations, etc.)
Chapter 6
When Revising Business Messages:
Chapter 7
Types of Business Messages
1. Emails (OJO): Isn’t always appropriate, the subject Line is key!!! As well, the subject line
must always demonstrate good vivid details of what the topic is going to be about.
Email is appropriate for short informal messages that request information ad respond to
inquiries. It is especially effective for messages to multiple receivers and messages that
must be archived. An email is as well appropriate as a cover document when sending
longer attachments.
E-mail, however, is not a substitute for face to face conversations or telephone calls,
since if emails are not doing the job properly sometimes you just have to get out of your
seat and talk with your peers to get things done or even call a client in order to
persuade him to close the deal.
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Memos (More formal than email)
Messaging and Texting
Podcasts
Wikis
Blogging
Social Networking Sites
Email Writing Practices
o The key when writing an Email is the Subject line since in some cases the subject
line can be the entire message. Include important details of the message in order
to want the reader to open the message.
o Start the email always with a greeting! As well, if the email is more formal than
greet the person with their first last name
o Organize the body (If the body include several points, use bullet points in order
to have more clarity in the message).
o Close effectively! At the end of the message, include an action statement with
due date and requests. Although complementary closes are unnecessary, you
might as well include a friendly closing such as “Many thanks or Warm regards”.
(Add contact info and signature at the very end!!!!!)
Memos vs. Emails
(OJO) Memos are necessary for important messages that are too long for e-mail, require a
permanent record, demand formality, or inform employees who may not have access to e-mail.
Blogging (When creating a Blog):
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Identify your audience
Choose a hosting site
Craft your message
Pick the right keywords
Work the blogroll (Other similar blogs, link back, interact, engage)
Blog Often
Monitor Traffic
** Blogs often include a call to action at then end. Provide opinions but supported
by facts**
Chapter 8
Positive Messages
Requesting a Message
 Opening: Put the main request first question or polite command. No explanation.
 Body: Explain your logic Introduce multiple requests in a summarized fashion., using lists
and formatting.
 Close: State what action is to be taken. Set an end date if needed. Close with
appreciation, call for action.
 Remember your audience
Request a Response
 Put the main idea or good news first
 Make sure you’re right person to respond and do so quickly
 Remember your audience: Anticipate questions, prior knowledge, etc.
 Lay it out properly
Types of Positive Messages;
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Social Media Response
Instruction Messages
Direct Claims and Complaints (OJO)(They always end with a GOODWILL Message!)
Chapter 9
Negative Messages
Types of Negative Messages
 Refusing Requests
 Declining Invitations
 Announcing rate increases and price hikes
 Denying claims
 Refusing Credit
 Layoffs
 Refusing Workplace requests
 Refusing Job Offers
Cushioning Bad News
 Highlight the positive
 Suggest an alternative or compromise
 Use GOODWILL Messages at the end
There are 2 ways of writing a Negative Message:
1). Direct Writing Plan
2). Indirect Writing Plan
Direct Writing Plan
Direct, up-front approach is all business; no-nonsense decisiveness. It may come off as cold, so
it is important to be polite and consider when to use a direct writing plan.
 When bad news is expected or relates to a problem
 When critical information is otherwise escape notice
 When bad news is not serious or significant to the reader
 When it is company practice to write all internal messages straightforwardly
 OJO!!! When you intend to terminate a business relationship.
Process:
1. Begin with a simple, well-phased statement of the bad news
2. Provide an explanation that the reader can reasonably accept
3. Offer an alternative if possible. (The only difference form positive message)
4. Close with a goodwill statement that doesn’t refer to the bad news
*** Then Basically is almost the same format as Positive Messages***
Indirect Writing Plan
More traditional way of delivering unfavorable news, “let down easy”. Main message is delayed
and presented towards the end.
 When you don’t know the reader well
 When the bad news isn’t anticipated by the reader (Like getting fired or refusing an
invitation!!)
 When you anticipate a strong negative reaction from the reader.
Process:
1. Begin with a buffer
2. Provide a solid, reasonable explanation
3. State the bad news
4. Close with goodwill.
*** When denying a claim, don’t use the word “you” as well, don’t take neither side,
you will only imply what is your answer at the end***
5 R’s: Apologizing Effectively in the Digital Age: the 5R’s Model.
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Recognition: Acknowledge the specific offense
Responsibility: Accept personal responsibility
Remorse: Embrace “I Apologize” and “I am sorry”
Restitution: Explain what exactly you will do about it
Repeating: Promise it won’t happen again and mean it.
Chapter 10
Persuasive & Sales Messages
*** Apply the 3x3 writing process ***
Persuasive Message Structure (AIDA)
1. Attention (Opening, capture attention)
2. Interest (Body, use of facts, figures, examples, and specific details)
3. Desire (Body, reduce resistance use counter arguments)
4. Action (Closing, Call to action statement)
Good Persuasive Messages contain the following:
Persuasive Techniques
 Establish credibility
 Make a reasonable, specific request
 Tie facts to benefits
 Recognize the power of loss
 Expect and overcome resistance
 Share solutions and compromise
*** You only create a Persuasive Claim when the Direct Claim has already been refused once
or if you believe you might have a chance at refusal ***
Sales Messages
Sales Letter – Letter promoting a produce, service, or business – seeks new business or
additional sales – very detailed
Making a Sales Letter
3x3 writing process
1. Study the product or service
2. Know the target audience
3. Aim for an ethical pitch
4. Consider the details
AIDA
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Gain attention (Good news, special offer or bargain)
Introduce the product
Make it desirable (Emphasize in the price or anticipate questions and possible doubts)
Ask for action (Encourage quick action)
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Writing Successful Email Sales Messages
Make the subject line catchy
Keep the main information “Above the fold” (primary points should appear first in
order to capture the attention of the reader)
Make the message short and concise
Provide testimonials as proof throughout (Consumers’ own words are the best sales
copy.
Provide a means of opting-out (It’s polite and a good business tactic to include a
statement that tells receivers how to be removed from the sender’s mailing database
*** Email is the best Communication Messages to portray sales pitches to consumers since is
cheaper, more direct, and you can attract new consumers ***
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Persuasive Press Releases
Open with something attention-grabbing (Who, What, Where, Why and When)
Body: Appeal to the audience, Present info early as people lose attention
Visually appealing as well
Action Statement at the end
Chapter 11
Reporting in the Digital-Age Workplace
Types of Reports
1. Informational (Present data without analysis or recommendations)
2. Analytical (Present data with analysis and recommendations)
Organizational Strategies
1. Direct Strategy (Purpose for writing is printed to the writer from the beginning of the
writing process) (If readers are informed, If readers are eager to have results first, If
readers are supportive)
2. Indirect Strategy (Used when the findings are presented at the end. Good when reader
is unfamiliar with the problem) (If reader need to be educated, If reader needs to be
persuaded, If reader may be disappointed or hostile)
Writing style
 Formal (For theses, research studies, controversial reports)
 Informal (For short, routine reports, audience is familiar, noncontroversial, mostly used
for internal communication)
Report Formats
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Letter Format (Prepared on company stationary with date, inside address, salutation,
and complimentary close)
Memo & Email Format (For shorter, informal reports. Include date, to, form, subject)
Manuscript Format (For longer, more formal reports – printed on plain paper)
Forms and Template (Somethings exist for routine reports)
Digital Format (PDF, PowerPoint)
Researching and Collecting Data
 In-House (Examples: Internal files, memos, reports, or company intranet or records
 Publicly Available (Example: Consultants, experts, internet, CD-ROMs, newspapers,
books, magazines)
 Restricted (Examples: Members-only internet sites, research by other companies)
Survey Notes
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Select the population carefully
Explain why it’s necessary
Consider Incentives
Limit the number of questions
Use question that produce quantifiable answers
Avoid ambiguity and leading questions
Make it easy to respond
Conduct a pilot study – test it out
Graphics and Visuals
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Table (To show exact figures and values)
Pie Chart (To visualize a whole unit and the proportions of its components)
Bar Charts (To compare one item with others)
Line Graphs (To demonstrate changes in quantitative data over time)
Flow Charts (Maps out procedures, processes, sequences, steps)
Organizational Chart (Shows the different levels or departments in and organization and
how they are interrelated).
Photograph, Map, Illustration (To create authenticity, to spotlight a location, or to show
an item in use)
Chapter 12
Informal Business Reports