Positive
Negative
Informative
Other
100
What type of view of the organization do reader benefits offer?
positive
100
What are the four common types of negative messages?
Rejections/Refusals, Disciplinary Notices, Negative Performance Appraisals, Layoffs/Firings
100
Information about procedures, products, or services is an example of what type of message?
Informative
100
Do letters require a subject line?
No
200
How should a reader respond to a positive message?
With a pleased or excited attitude.
200
Give two examples of the kinds of statements most often used as buffers?
1. Good News 2. facts and chronologies of events 3. references to enclosures 4. thanks 5. statements of principle
200
How should a reader respond to an informative message?
Expect the audience to respond neutrally
200
What does PAIBOC stand for?
Purpose, audience, information, benefits, objections, context
300
where should you include negative elements in your messages?
In the middle
300
what are two important things to consider before firing someone?
double check your facts about the situation give the employee a chance to fix the problem
300
When it comes to kinds of messages, what are Transmittals?
it is an FYI, an explanation of what you are sending
300
How are messages categorized?
By the authors purpose and the response we expect from the reader
400
how do you organize and informative or positive message?
main point details negatives reader benefits goodwill ending
400
what are the four steps to take when giving bad news to customers and others outside of the organization?
reason refusal alternative good will ending
400
What are some of the primary purposes of an informative or positive message?
to give information to give good news to reassure the reader to de-emphasize any negative elements of the message
400
What are the three criteria for a good subject line?
Specific, Concise, appropriate
500
what are the four steps in giving bad news to superiors?
shared problem details alternatives request for action
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