BUSINESS COMMUNICATIONS
STUDY SHEET FOR FINAL EXAMINATION
1. What are the three channels typically used to transmit messages?
Two way face to face,
two way not face to face,
and one way not face to face
2. Provide one example of each channel in question #1.
Two way face to face- informal conversations,
Two way not face to face- telephone conversations,
One way, not face to face- letters, memos
3. What is the difference between interpersonal and intrapersonal communication?
Interpersonal communication is within oneself.
Intrapersonal is between two people
4. Psychologist Abraham Maslow developed the concept of a hierarchy of needs
through which people progress. List and explain three (3) of the five human needs
levels.
5. The flow of communication within the organization may be upward, downward, or
horizontal. Which of these involves control? Which involves coordination?
Downward communication involves controls,
Horizontal communication involves coordination
6. How are the deductive approach and the inductive approach different?
The deductive approach represents a more traditional style of teaching in that the grammatical structures or rules
are dictated to the students first
The inductive approach represents a more modern style of teaching where the new grammatical structures or rules
are presented to the students in a real language context
7. What is meant by the “you attitude”?
The attitude that one possesses that everything revolves around them
8. What are the four possible reader reactions when writing a business letter?
9. What is the reader reaction when writing a routine letter?
10. What is the reader reaction when writing a favorable response to a routine letter?
11. What is the reader reaction when writing a bad news letter?
12. What is the reader reaction when writing an unsolicited sales letter?
13. What three questions should be answered before a writer begins outlining and
writing a letter?
14. Why should a letter not begin with the expression This letter is in reply to your
recent letter?
It shows a strong weakness
15. List the steps in the inductive outline.
Begin with a neutral statement that logically leads to the refusal or bad news.
Present facts, analysis, and reasons for the refusal or bad news
State bad news using positive tone and de-emphasis techniques
Include a counterproposal or “silver lining” idea
Provide information that shifts the focus away from the refusal or bad news and to a continuing
relationship with the receiver
16. List the steps in the deductive outline.
Begin with the major idea
Present good news and neutral information deductively
Provide details and explanation
Remind receiver of the good news or main idea and include a future-oriented closing though
17. Define empathy.
The capability to define or share another being’s emotions and feelings
18. Discuss two reactions the reader might have toward a message if the refusal precedes the
explanation.
19. What is a counterproposal? What purpose does it serve?
A proposal offered to nullify or substitute for a previous one.It is used to negotiate any
confrontations you have with the company.
20. Define “central selling point or feature.”
a thread of continuity running through every paragraph
21. Name and define the two types of sales letters.
Introductory Sales Letters- type of sales letter introduces your company to prospective customers
Product Update Sales Letters- this letter is to let customers know about your latest product offerings
and how they compare to previous items in your product line.
22. Describe the differences between formal and informal reports.
An informal report is short, no longer than a few pages, and usually written in form of letter,
memo, or even a manuscript. A formal report is longer and usually written for people outside the
company to read.
23. What is primary research? Give an example.
The first collection of data. It is getting data from the subjects themselves. It is studying the
actual plants, people or animals instead of just analyzing the data.
24. What is secondary research? Give an example.
is when you read your subject's own words. For example, if I was writing a paper about the Civil
War, I could do secondary research and read books about the Civil War
25. What are the three main parts of a report? What would be included in each part?
26. What is the basis for writing a report?
Individuals usually write reports to affect or influence others favorably
27. What is plagiarism?
The unauthorized use or close imitation of the language and thoughts of another author and the
representation of them as one's own original work.
28. What is an “in-text parenthetical citation”?
These in-text parenthetical citations correspond to the full bibliographic entries found in a list of
references at the end of your paper
29. What is the “Works Cited” page?
This document is an alphabetized list of the sources used in preparing a report.
30. Define sampling.
Sampling in reference to statistical sampling is taking a cross section of a given population and
analyzing certain information of interest about it
31. Name three traditional job search methods.
Printed sources, professional organizations, and employment agencies and contractors
32. What is nepotism?
The favoring of relatives or friends because of their relationship rather than their abilities
33. What is a resume?
A brief statement of your education, experience, and other qualifications for a job
34. Name three qualities of a successful resume. Perfectly Keyed, Complete, and conveys action
35. Name the basic elements of a resume.
Job objective, Heading, career summary, education
36. In what order should you list your education and work experience?
Education should begin with most recent experience, and Jobs should be listed in chronological order
with current or most recent job first
37. When you don’t know the name of the person who will receive your cover letter, what
style letter should you use?
The AMS Simplified letter style
38. What is the purpose of a cover letter?
The initial purpose is to get an interview and the ultimate purpose is to get a job.
39. What is a blind ad?
An ad that did not contain the name and location of the business
40. How should you prepare for a job interview?
By researching the company and being able to answer questions posed by the interviewer.
41. What is the appropriate attire for a man going to an employment interview?
Dress shirt, nice slacks, dress shoes, tie, sports coat (a suit)
42. What is the appropriate attire for a woman going to an employment interview?
A dress or skirt and jacket and stockings
43. What should you take with you to an employment interview?
A small notebook, two pens of the same color ink, questions you want to ask, copy of resume in manila
folder, an outline of what you’ve learned about the company, and any past correspondence with
company representatives about the position
44. When should a thank-you letter for an employment interview be written and sent?
The same day or at least the day after the interview
45. What is an application follow-up letter?
A letter that gives you a chance to restate your qualifications and provide pertinent information that
may have been omitted during the interview
46. What are some items to omit from your resume? (See p. 10 of Job Search
Fundamentals)
Photographs and personal data, Wordy expressions, Social security number, Discussion of Salary,
political affiliation
47. How can you make your cover letter and resume stand out from the rest of the ones
sent to a prospective employer?
Mail them in a large 9x12 envelope
48. How would you answer the following questions:
a. Why don’t you tell me about yourself?
By telling the interviewer about good traits I possess such as being able work well with others or a
personal desire to do tasks better
b. What do you see yourself doing in five years?
By talking tasks or describing my goals for skill development. This is when you show that you have done
your research on the company, respect it, and would consider it a privilege to be working for the
company five years from now
c. Why should we hire you?
By pointing to my academic preparation, job skills, preparation, and enthusiasm about working for the
firm
49. What should be written in the blank on an application form when “Salary desired” is
included? Open or negotiable