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Study Guide Unit One
Chapter one
Things to be aware of in the New World of Work
Global Competition
Flattened Management Hierarchies
Team Based management
Innovative Communicative technology
New Work Environment
Diverse Work Force
Knowledge Workers
Communication Process
Sender has idea
Idea encoded
Message travels over channel
Receiver decodes message
Feedback to sender
Additional feedback
Bypassing
Frames of Reference
Lack of language skill
Distractions
Internal and external functions
Downward flow of communication
Ethics traps
False necessity
Doctrine of relative filth
Rationalization trap
Self deception
Ends justify the means
Chapter two
Groups and teams-why
Team development, roles and conflict
Four phases
Group roles
Group tasks
Group relationship
Dysfunctional group
Common conflict patterns
Groupthink
Characteristics of successful teams
Successful meetings
Collaboration
Listening types
Superiors
Colleagues
Customers
Listening Process
Perception
Interpretation
Evaluation
Action
Keys to listening skills
Non verbal messages
Eye contact
Facial expression
Posture
Time
Space
Territory
Appearances
Documents
People
Chapter three
Intercultural communications
Globalization
Technology
Intercultural workforce
Cultural characteristics
Context….high, low
Intercultural Ethnocentrism
Improving intercultural communication
Oral messages
Written messages
Intercultural ethics
Workforce diversity
Study Guide Unit 2
Chapter 4
Business writing Basics
3 x 3 writing process phase one
Scheduling the process- worrying and planning, writing, revising, proofreading
Recursive nature
Online collaboration tools
Three typical audiences
The “you” view
Bias free language
Levels of diction
Ethical responsibilities (five areas)
Chapter 5
Formal versus informal research methods
Stage two of the 3 x 3 process
Types of outlines
Direct versus indirect patterns of communicating
How long should sentences be?
What is the comprehension rate?
Dangling versus misplaces modifiers
Three types of paragraphs
Chapter 6
Third state of the 3 x 3 process
Kiss formula
Fillers
Lead-ins
Redundancies
Compound prepositions
Trite phrases
Enduring rapid comprehension, numbered or bulleted lists, headings, graphic techniques
Gunning fog index
Flesch-Kincaid readability index
Proofreading-spelling, grammar, punctuation and names and numbers
Proofreading marks
Study Guide Unit 3
chapter 7
Function of email
Well Written memos and emails achieve to main benefits
Phase 1 3×3
Four parts to email and memo
Guide words
Why use email safely
Personal use of emails
Typical messages: Request, response, procedural, confirmation
Chapter 8
What turns readers on
Why are business letters necessary
Structure of a business letter
Characteristics of good business letters
Direct request letters
Direct claim letters
Direct replies
Adjustment
Goodwill messages
International messages, informal versus formal correspondence
Chapter 9
Bad news strategies (goals)
Three causes of legal problems
Techniques for delivering
Refusing typical requests
Bad news to customers
Bad news in organizations
Bad news in other cultures
Chapter 10
Persuasion
Persuasion techniques
Four major elements in successful persuasive message
How persuasive messages flow in organizations
Persuasive complaint letters
Sales and marketing letters
Persuasion in low and high context cultures
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