Best Practices for Communication in Business

Flashcards covering key concepts and vocabulary regarding business communication practices.

Instructional Messages

Messages that describe how to complete a task, typically using command language.

3x3 Writing Process for Bad News

A process consisting of Prewriting, Drafting, and Revising to effectively communicate negative information.

Goodwill Messages

Messages that convey kindness, recognition, and sympathy, and are important to send promptly.

Adjustment Letter

A letter from a company responding favorably to a customer claim, such as refunds or replacements.

Direct Strategy in Bad News Messages

Used when bad news is minor and requires urgency, delivering the news clearly and directly.

Indirect Strategy in Bad News Messages

Used for extremely serious or emotional news, protecting relationships while communicating the bad news.

Buffer

A soft opening in bad-news messages to reduce shock before delivering the main bad news.

Closing of Bad-News Messages

Ends the message positively and respectfully, aiming to maintain goodwill.

Application Form

A standardized form that organizations require candidates to fill out to gather specific information.

Follow-Up Messages

Messages sent after a job application or interview to express continued interest and jog the recruiter's memory.

Ghosting in Job Applications

The act of cutting off communication after a job offer has been accepted, considered rude and unprofessional.

Subject Line in Business Communication

Should be informative and indicate the purpose of the message clearly.

Personalization in Business Responses

Humanizing communication by addressing recipients directly and acknowledging their specific concerns.

Characteristics of Effective Instructional Messages

Instructions should be clear, concise, divided into steps, and use imperative mood.

Negative Words in Messages

Should be avoided in communications to foster a positive relationship and professional perception.

Professional Tone in Communication

Maintaining a respectful, friendly, and non-condescending tone in all business interactions.

Examples of Action Verbs

Verbs used at the beginning of steps in instructions, such as 'Sign', 'Download', 'Complete'.