COMM 212 STUDY TERMS FOR FINAL EXAM

CHAPTER 1: GETTING MESSAGES ACROSS

Communicating more effectively:
Rhetoric: language as persuasion
Sematic: study of words & symbols
Semiotics: how meaning is understood
Cybernetics: how info is processed
Communication understood in terms of being:
Situated: particular environment
Relational: ability to interact effectively and ethically
Transactional: ppl adapt to one another
Communication process:
Sender: ideas into a message known as encoding
Channel: medium
Receiver: decodes message: decoding
Feedback
Barriers to communication
Channel overload
1. Be purposeful
Info overload
2. Be timely and sensitive
Emotional interference
3. Good listener; careful reader
Sematic interference
4. Be context-sensitive
5. Be proactive
Physical or technical interference
Mixed message
Environment interference
Communication contexts:
Interpersonal communication
Small group communication (dyadic = group of 2)
Organizational communication
Intercultural communication
Mass communication
Non-verbal
Tone, inflection = vocalics
Body movement, eye gaze, facial expression, posture, gestures, touch = kinesics
Appearance
Use of time (=chronemics) and space (=proxemics)
o Repetition
o Contradiction
o Regulation
o Substitution
o Accenting and complementing
Cognitive dissonance: tendency to reject messages based on personal values
Flow of Info
Upward: subordinates to superiors
Downward: superiors to subordinates
Horizontal (lateral): same level people
Ethical lapses rationalizations
Safety in numbers
Head in the sand
Avoid libel: false
Between a rock and a hard place (committed A to achieve B
published
so its ok)
statement that is
Its no big deal
damaging to ones
reputation
Entitlement
Team-player
Comm212 Study for Final Exam fall 2012: December 10, 2012

CHAPTER2: PLANNING-WRITING BUSINESS MESSAGES

Scope: limitation of a documents coverage
Factors to decide of the channel:
Accuracy of transmission
Speed
Cost
Need for a permanent code
Details and importance of message; privacy required or not
Size and location of audience
Level of formality required
Preference of organization
Different types of channels:
1. Report (proposal)
2. Letter on stationery
3. Memo
4. Email
5. Fax
6. Telephone or voice-mail message
7. Text
8. Face to face
9. Video conference
Overcome writers block (psychological state makes you unable to start your process)
Start early and work on a computer
Talk it out ad skip around
Take breaks and practice your writing
Adopt a positive attitude
CHAPTER 3: WORD CHOICE, CONCISNESS AND TONE
Steps to word choice
1. Use familiar words (avoid jargon (unnecessary specialized words) or buzzwords)
2. Use fresh a current language: eliminate slang or acronyms (ex: BRB or LOL)
3. Keep it specific, precise and functional (avoid idioms=words that dont mean it literally, like
hand in (submit), look up (research) but use analogies = explanations of unfamiliar words
4. Factual and ethical communication
a. Be reasoned, factual and moderate in judgment
b. Consider your impact on others and yourself
c. Consult qualified colleagues
d. Avoid libelous words (that arouse hatred) or untrue, deceptive or misleading
statements
e. Be timely and accurate
f. Know you cant disclose everything to everyone
g. Distinguish fact and opinion and dont claim authorship if you didnt write it
Achieving conciseness (short and sweet)
1. Eliminate long lead-ins
2. Revise nouns
3. Eliminate redundancies
4. Eliminate or revise empty words (replace am in the opinion of with believe or as a
matter of fact with actually etc.
5. Use strong, precise and accurate verbs
6. Revise prepositional phrases: replace the report from last spring with last springs
report
7. Eliminate fillers and shorten multiple clauses
8. Combine short sentences to reduce clauses and phrases
Tone:
Denotation: words dictionary meaning
Comm212 Study for Final Exam fall 2012: December 10, 2012

Connotation: words implied meaning (often due to emotion)

Personal vs. impersonal (objective meaning) style
1. Keep your style conversational
2. Be positive and polite; use inclusive language
3. Write with confidence
4. Develop a you-attitude, where you focus on the reader and not the writer:
We offer our repeat customers substantial discounts
As a repeat customer, you will enjoy substantial discounts
I am hosting a private reception at the Ritz Carlton Central Park on December 15 and am
inviting all senior managers to attend.
As a senior manger, you are cordially invited to a private reception at the Ritz Carlton
Central Park on December 15.
CHAPTER 4: SENTENCES AND PARAGRAPHS
Independent clause: grammatically complete; the program cost more than expected
Dependent clause: dependent on a independent clause; usually start with dependent markers,
such as if, as, because, since, although. Example:
Although the program cost more than expect, it has improved the company
Types of sentences:
Sentence type
Consisting of
Example
Simple
1 independent clause
We will vote on this issue.
Compound
2 independent clauses
John will present his report and
we will vote on this issue.
Complex
1 dependent, 1 independent
When we meet Tuesday, we
will vote on this issue.
Compound-complex
1 dependent, 2 independent
When we meet Tuesday, John
will present his report and we
will vote on this issue.

Prepositional phrase: beginning with preposition that sets out a relationship in time-space.
Ex: with recent support from upper management, the plan will include health benefits.
Appositive: group of words that rename preceding ones. Ex: Michel Berger, investment
banker, will discuss pros and cons of investing in this portfolio.
Declarative sentences: that make a statement
Closed question: few possible answers
Open question: numerous answers possible
Hypothetical question: poses a supposition. Ex: If you were given creative control, what
would you do with this project?
Parallelism: delivering similar content in a similar way (improve, encourage, etc.)

Add emphasis through style

Placement
Sentence length and structure
Word choice: put facts first (or last) for maximum impact
o Ex: March 15 is the new deadline for payment of tuition fees (emphatic)
o Ex: The new deadline is March 15 for payment of tuition fees (un-emphatic)
Use short, simple sentences to spotlight key ideas
Use tags and labels to flag important ideas
Present important ideas in list form
Use precise and specific words to identify your main point
Repeat key words for a rhetorical effect
BUT!
Use complex sentences to de-emphasize bad news
a. We must reject your JMSB application at this time

Comm212 Study for Final Exam fall 2012: December 10, 2012

b. Since we only admit new JMSB students in the fall term, we look forward to receiving
your application next semester
De-emphasize unpleasant facts
Apply active and passive voice to
o State good and neutral news, clearly and directly
o To emphasize an action
o To de-emphasize negative news
o Show sensitivity
o Reduce intrusive pronouns
o Maintain consistency

Modifiers: group of words that give more info about other words in a sentence
Misplaced modifiers: the changes in personnel taking place now affected productivity
changes in personnel recently affected productivity
Dangling modifier: phrase describing something implied rather than stated: sent by
overnight courier, you will receive it tomorrow to when a package is sent by overnight
courier, you will receive it tomorrow.
Elliptical construction: deliberately omitted words
Use transitional words:
To add a point (also, as well, besides, furthermore, in addition, etc.)
To illustrate (for example, for instance, etc.)
To show contrast (although, at the same time, etc.)
To show similarity (likewise, in the same way, etc.)
To conclude (accordingly, consequently, etc.)
To concede a point (certainly, naturally, etc.)
To show time sequence (first, second, etc.)
Proofread!
Accuracy of names, facts, figures
Format
Grammar, spelling, punctuation

CHAPTER 5: MEMORANDUMS, E-MAILS, AND ROUTINE MESSAGES

Memos: single topic, brevity, two-part structure=header (date, to:, from:, subject:, cc:) and
message
E-mails
o Keep it brief, remember its not your only option, avoid smileys, remember its not
private, dont write if youre angry, dont send unnecessary messages, protect
yourself
o Complimentary close: word after body and before signature

Informative e-mail:
Subject:, date:, from:, to:
Effective Apr 30, all requests for catering are
to be made online for Gusto Fine Foods
As you know
1) go to webpage 2) select catering, etc.
Improve efficiency

Direct
o
o
o

Accurate subject line creates focus for a

message
Opening paragraph focuses on action taken
Explanation highlights the benefits
Procedures outlined
Reader benefits

CHAPTER 6: ROUTINE ANG GOODWILL MESSAGES

approach
Opening
Middle
Closing
Comm212 Study for Final Exam fall 2012: December 10, 2012

Requests
o Main idea first
o Reason for the request
o Summary statement
o Details
o Appropriate tone
o Minor points minimized
o Layout that focuses on request
o Close in courteous way
Claim: demand or request for something often a replacement or refund considered ones
due
Adjustment: written response to a complaint that tells what will be done in problem solving
terms
Claim adjustment: telling the customer what your company intends to do to correct the
problem
Goodwill message: that enhances the value of the business beyond tangible assets
Cover (or transmittal) letter: informative; accompanies materials sent from one pers to
another explaining why its being sent

Instructional letter or memo:

Clear and accurate
Precise
Complete
User-friendly
Action-oriented

Understand enough to explain; assess audience familiarity; include an

intro, list of material, description of steps and conclusion; provide
warnings if risk of damage-injury; explain the purpose, organize info; use
headings; use visuals to reinforce description; put procedure in
perspective.

Letter formats:
Letter balance and placement
o Ragged (unjustified, ends unevenly on the right-side of page margins) are easier to
read
Letter styles and layouts
o Full-block, modified, simplified
Letter elements
o Standard elements: heading and return address, dateline, message, salutation, etc.
Letterhead: printed heading on company stationery (containing address of
the organization but no individuals name)
o Optional elements: copy notation, attention line, reference line, etc.
Confidential notation: whos authorized to open it
Attention line: ATTENTION: MARKETING DIRECTOR
Reference line: file or policy number
CHAPTER 7: DELIVERING UNFAVORABLE NEWS
Bad news categories:
Refusals
Announcements
Assessments or appraisals
Tone:
Dont plead or name-call
Beware of mixed messages
Avoid assumptions
Stick to facts and keep language jargon-free
Avoid opinions; apologies; writer-centered remarks
Use expressions of sympathy (unfortunately)
Comm212 Study for Final Exam fall 2012: December 10, 2012

Organize your bad news and consider:

How well you know the reader
What position reader holds
How much info you can disclose
How prepared the reader is for the bad news
How much resistance you anticipate
How the denial will affect the reader
What readers are accustomed to

Using direct writing plan

Indirect writing plan:
Begin with simple statement
Begin with a buffer (neutral)
Provide an explanation
Provide solid explanation
Offer an alternative if possible
State bad news
Close with a goodwill statement
Close with goodwill
Types of buffers:
statement
Appreciation
Good or neutral news
General principal or fact
Understanding statement
Compliment
Explain the bad news:
Stick to facts
Refer to company policy as needed (dont hide behind it)
Use positive and neutral words
Revealing bad news:
Goodwill closing statements:
Put bad news in dependent clause
Dont repeat bad news
Suggest an alternative
Offer good wishes
Use passive voice
Dont offer further contact unless
Use longer sentences rather than
desired
shorter

Dont apologize
Use positivity
Dont
take
credit for helping reader
Avoid spotlighting the bad news
Imply refusal
Types

of bad news messages

Refusing requests for info, action and favors
Refusing claims
Refusing credit
Turning down applicants
Announcing bad news to employees
Declining invitations
CHAPTER 8: PERSUASIVE MESSAGES

Maslows Hierarchy of Needs

1. Self-actualization
2. Esteem
3. Love and sense of belonging
4. Safety and security
5. Physiological
Prepping to write persuasively
Know your purpose
Understand what motivates readers
Comm212 Study for Final Exam fall 2012: December 10, 2012

 Consider design and layout

Be positive and accurate
Anticipate objections and plan a response in case
Persuasive appeals:
1. Reason
2. Emotion
3. Ethics
a. Knowledge
b. Reputation
c. Authority
d. Familiarity
Types of persuasive messages
Favor and action requests
Persuasive memos
Claim requests
Collection letters
Fundraising messages
Sales messages:
Aiming to make a sale: analyzing the audience and product
Writing plans for sales letters
1. Gain attention
2. Introduce the product
3. Make the product desirable
4. Ask for simple action
Postscripts: P.S.: Remember to be there tomorrow night!
CHAPTER 9: COMMUNICATING FOR EMPLOYMENT
Assess your skills, values, work preferences, work history, and personality
Job-hunting:
Master electronic job-search techniques
Tap into the hidden job market (cold calls, job-prospecting letter)
Visit employment agencies;
Think ahead and polish your interpersonal and communication skills
Learn to network read the career pages, classified ads and financial sections
Resumes Writing Style:
Conventional: text form, more formal
Resume: bullet form
Includes: (DO NOT include personal info)
Contact info (name, address, university, phone)
Career objective
Summary of qualifications (profile)
Education
Work experience (either vague or specific)
Skills and capabilities
Awards, honors and activities
References

General rule: 1 page

in length

Chronological resume: most recent experience first

Functional resume: notable achievements first
Combination resume: both chronological and functional
Tell the truth
Keep it up to date
Comm212 Study for Final Exam fall 2012: December 10, 2012

 Create different versions

Fine-tune for each new application
Avoid unprofessionalism
Prepare an e-mail resume:
Read instructions carefully
Attach a resume or cover letter to your e-mail only when requested
Use keywords
Include a cover-letter cv
Put job title or reference number in subject line of the message
Use formatting that makes resume more computer-friendly
DONT use bullets, special characters
Application letter (cover letter)
Opening
Body
Closing
Unsolicited application letters (job-prospecting letters): employment letter written when applicant
doesnt know that a company is hiring.
Interviews:
BEFORE
o Prepare to minimize anxiety
o Become familiar with non-verbal
o Dress for the job
o Anticipate questions you might be asked
o Be prepared to talk about your experience and how you handle problems
o Prepare good questions for interviewer
o Practice
AT THE INTERVIEW
o Arrive early and go alone
Be confident!
o Bring an extra copy of your resume and references
Be polite!
o Listen carefully and dont interrupt
Be patient!
o Use proper English language and be positive
Bring out your
o Concentrate don't obsess over salary or benefits
manners!
o Make intelligent use of your research on the
company
o Dont expect immediate response
AFTER
o Consider your options
o Follow up with a letter
Follow-Up Employment Messages
Follow-up
Thank you letter
Job-offer acknowledgement
Job-acceptance
Job-refusal
Reference-request letter
CHAPTER 10: INFORMAL REPORTS
Successful reports:
Content
Clarity
Comm212 Study for Final Exam fall 2012: December 10, 2012

 Skimmability (reader-friendly)
Reports may be formal (letter or memo format: few paragraphs up to 10 pgs) or informal (10 or
more pgs based on extensive research title page, table of contents, abstract)
Short

Reports:
Purpose (informational or analytical; recommendation report)
Frequency of submission (periodic=regular intervals; one-time reports)
Common categories
Formats and distribution (memorandum=internal report presented in memo format,
prepared-form report, letter report (short, external, letter format), formal report

Direct Approaches:
Purpose, intro, background
Facts, findings
Summary
Indirect Approaches:
Purpose, intro, problem
Facts, findings
Discussion, analysis
Conclusion, recommendation(s)
Headings:
Use either:
o Descriptive head (talking head) = describes the actual content of a report
o Functional heading: generic headings together show a report in outline
Keep heading short and clear
Use parallel construction
o Ex: Improved transmission of sensitive information
- Ending e-mail errors
- Eliminating voice-mail problems
- Changing fax procedures
Ensure headings are clearly ranked
Put headings where they belong
Dont quotation mark them
Dont use headings as the antecedent for a pronoun
Steps of the Writing Process
1. Plan
2. Research and analyze data and information (make sure its current, valid and reliable)
3. Compose and revise
Alphanumeric outline: A) 1) a) i) ii) B) 2) b)
Decimal outline: 1.) 1.1) 1.11) 1.12)
Elements of informal reports
Introductory statement
Findings
Summary, conclusions, recommendations
Visual aids:
Tables
Matrixes (word table containing qualitative rather than numerical info)
Pie charts
Bar charts (deviation bar charts show negative values as well)
Board
Picture graphs
Line graphs
Gantt charts (bar chart used to show a schedule)
CEO
Flow charts (process)
Organizational charts

VP

VP

VP

Organizational chart

Comm212 Study for Final Exam fall 2012: December 10, 2012

Types of informational reports:

Periodic
Situational
Incident
Investigative
Compliance (government)
Recommendation
Justification, summaries
Feasibility, proposals
CHAPTER 11: PROPOSALS AND

Composed of
intro, body,
summary

FORMAL REPORTS

Informational reports
Intro, background
Proposal, method, schedule
Costs and budgets
Staffing and qualifications
Benefits
Request for authorization
Formal proposals
Front matter (included before the main body)
Body of proposal
Back matter (supplemental info)
o Cover letter
o Executive summary (abstract)
o Title page, table of contents
o Tables, figures and illustrations
o Intro
o Appendix and references
Researching and collecting data
Paper, human, electronic
In-house (company records), publicly available, restricted
Secondary or primary research
1. Look for info online
2. Do a computer-based search
3. Find info in print
4. Investigate primary and in-house sources
5. Conduct interviews
6. Quantify observations
Formal reports:
1. Preparing for formal reports:
Purpose: whats the report for?
Content: whats it about?
Audience: who?
Status: will other reports on the same subject follow?
Length: how long should it be?
Formality: how should it look and sound?
2. Writing style for formal reports
Use impersonal tones
Write using third-person
No contractions
Same verb tenses
URL in brackets
Check organizational style
Comm212 Study for Final Exam fall 2012: December 10, 2012 10

3. Create your work plan

Strategy
Outline
Schedule
4. Time-management
5. Peer-review and team writing
Elements of formal reports:
Front matter
o Cover, title page, letter of transmittal, table of contents, list of tables, executive
summary
Body of report
o Intro, discussion and findings, conclusion, recommendations
Back matter
o Work cited and references, APA documentation, MLA documentation, appendix
CHAPTER 12: ORAL COMMUNICATION
Types:
Workshops, seminars, training sessions
Staff meetings
Intro
Sales presentations
Body
Speeches
Conclusion
Oral report or briefing
Visuals:
Chalkboard, whiteboard
Flip charts and posters
Projector
Videos, films, models, samples, clips
Handouts
Computer visuals
PowerPoint presentations:
Use templates and choose a specific color
Keep slides simple and put titles on the slides (dont overuse slides)
Create an agenda slide use transition and animation with moderation
Proofread spelling, grammar, names
Dont read and rehearse prior
Methods of delivering a presentation
Manuscript
Memorization
Impromptu speaking
Extemporaneous (relying on notes)
Meetings:
Internal (formal, only personnel within the company)
External (outsiders)
Formal (scheduled to achieve a specific goal)
Informal (small, sometimes unscheduled without precise rules)
Prepare: purpose, alternatives, participants, location, scheduling, agenda
Groupware supported meetings (facilitates group work for many users):
Web-conference
E-mail meetings
Phone:
Comm212 Study for Final Exam fall 2012: December 10, 2012 11

Receiving calls:
Hang on a second, okay?
May I please put you on hold?
Dealing with the media
1. Prepare by anticipating the questions that might be asked
2. Know your story and stick to it
3. Use a good voice tone
4. Assess what info will be valuable to the reporter
5. Be alert
6. Say the truth
7. Dont get too technical
8. Make transitions to key points as you respond
9. Look your best but be yourself

Comm212 Study for Final Exam fall 2012: December 10, 2012 12