{"id":989,"date":"2022-04-24T15:40:57","date_gmt":"2022-04-24T15:40:57","guid":{"rendered":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/?post_type=chapter&#038;p=989"},"modified":"2023-04-28T16:51:42","modified_gmt":"2023-04-28T16:51:42","slug":"8-6-key-terms-and-study-questions","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/chapter\/8-6-key-terms-and-study-questions\/","title":{"raw":"8.6 Key Terms and Study Questions","rendered":"8.6 Key Terms and Study Questions"},"content":{"raw":"<div class=\"textbox key-takeaways\">\r\n<h3>Key Takeaway<\/h3>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Follow best practices when sharing information, requesting information or action, and replying to such messages.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">When something goes wrong in a commercial situation, courteous communication is essential when both asking for and responding to complaints and claims.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Write carefully when addressing negative situations, such as delivering bad news, usually by burying the bad news after a buffer and rationale, and following it with redirection to minimize the harm that the message might cause.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Despite being treated by some as optional, goodwill messages are essential to healthy professional relationships and professional advancement as long as you follow the writing conventions associated with them.<\/li>\r\n<\/ul>\r\n<\/div>\r\n&nbsp;\r\n<h2><strong>Key Terms:<\/strong><\/h2>\r\n<ul>\r\n \t<li aria-level=\"1\"><b>Thank-you message:<\/b> Replies to information shares that require a quick and concise response.<\/li>\r\n \t<li aria-level=\"1\"><strong>Claim<\/strong>: explains what went wrong and demands compensation from the offending party.<\/li>\r\n \t<li aria-level=\"1\"><b>Complaint: <\/b>explains what went wrong and merely demands correction or apology.<\/li>\r\n \t<li aria-level=\"1\"><strong>Adjustment<\/strong>: communication that a company grants what the complainant or claimant has asked for.<\/li>\r\n \t<li aria-level=\"1\"><b>Buffer:<\/b> A formal or business form of writing in letters to soften negative news with more positive comments.<\/li>\r\n \t<li aria-level=\"1\"><strong>Justification<\/strong>: explains the background or context for the bad news before delivering the bad news itself.<\/li>\r\n \t<li><strong>Sales message<\/strong> - the central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<hr \/>\r\n\r\n<h2><strong>Study Questions:\u00a0<\/strong><\/h2>\r\n<strong>SQ1 - When should you follow good practices regarding information?<\/strong>\r\n<ul>\r\n \t<li>Follow best practices when sharing information, requesting information or action, and replying to such messages.<\/li>\r\n<\/ul>\r\n<strong>SQ2 - What are the four characteristics to remember when responding to an angry business message?\u00a0<\/strong>\r\n<ul>\r\n \t<li>Be sincere, responsible, specific, and improvement-focused.<\/li>\r\n<\/ul>\r\n<strong>SQ3 - What is a sales message?<\/strong>\r\n<ul>\r\n \t<li>A sales message\u00a0is the central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale. Not every sales message will make a direct sale, but the goal remains. Whether your sales message is embedded in a letter, represented in a proposal, or broadcast across radio or television, the purpose stays the same.<\/li>\r\n<\/ul>\r\n<strong>SQ4 - What are the seven goals of a bad-news message?<\/strong>\r\n<ol>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Be clear and concise.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Help the receiver understand and accept the news.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Reduce the anxiety by expressing sympathy or empathy.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Maintain trust and respect between you and your audience.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Deliver the bad news in a timely fashion in the appropriate channel(s).<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Avoid the legal liability that comes with admitting negligence or guilt.<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Achieve the designated business outcome.<\/li>\r\n<\/ol>\r\n<strong>SQ5 - What are the 5 S\u2019s of Goodwill Messages?\u00a0<\/strong>\r\n<ol>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Specific<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Sincere<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Selfless<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Short<\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\">Spontaneous<\/li>\r\n<\/ol>","rendered":"<div class=\"textbox key-takeaways\">\n<h3>Key Takeaway<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Follow best practices when sharing information, requesting information or action, and replying to such messages.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">When something goes wrong in a commercial situation, courteous communication is essential when both asking for and responding to complaints and claims.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Write carefully when addressing negative situations, such as delivering bad news, usually by burying the bad news after a buffer and rationale, and following it with redirection to minimize the harm that the message might cause.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Despite being treated by some as optional, goodwill messages are essential to healthy professional relationships and professional advancement as long as you follow the writing conventions associated with them.<\/li>\n<\/ul>\n<\/div>\n<p>&nbsp;<\/p>\n<h2><strong>Key Terms:<\/strong><\/h2>\n<ul>\n<li aria-level=\"1\"><b>Thank-you message:<\/b> Replies to information shares that require a quick and concise response.<\/li>\n<li aria-level=\"1\"><strong>Claim<\/strong>: explains what went wrong and demands compensation from the offending party.<\/li>\n<li aria-level=\"1\"><b>Complaint: <\/b>explains what went wrong and merely demands correction or apology.<\/li>\n<li aria-level=\"1\"><strong>Adjustment<\/strong>: communication that a company grants what the complainant or claimant has asked for.<\/li>\n<li aria-level=\"1\"><b>Buffer:<\/b> A formal or business form of writing in letters to soften negative news with more positive comments.<\/li>\n<li aria-level=\"1\"><strong>Justification<\/strong>: explains the background or context for the bad news before delivering the bad news itself.<\/li>\n<li><strong>Sales message<\/strong> &#8211; the central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr \/>\n<h2><strong>Study Questions:\u00a0<\/strong><\/h2>\n<p><strong>SQ1 &#8211; When should you follow good practices regarding information?<\/strong><\/p>\n<ul>\n<li>Follow best practices when sharing information, requesting information or action, and replying to such messages.<\/li>\n<\/ul>\n<p><strong>SQ2 &#8211; What are the four characteristics to remember when responding to an angry business message?\u00a0<\/strong><\/p>\n<ul>\n<li>Be sincere, responsible, specific, and improvement-focused.<\/li>\n<\/ul>\n<p><strong>SQ3 &#8211; What is a sales message?<\/strong><\/p>\n<ul>\n<li>A sales message\u00a0is the central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale. Not every sales message will make a direct sale, but the goal remains. Whether your sales message is embedded in a letter, represented in a proposal, or broadcast across radio or television, the purpose stays the same.<\/li>\n<\/ul>\n<p><strong>SQ4 &#8211; What are the seven goals of a bad-news message?<\/strong><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Be clear and concise.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Help the receiver understand and accept the news.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Reduce the anxiety by expressing sympathy or empathy.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Maintain trust and respect between you and your audience.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Deliver the bad news in a timely fashion in the appropriate channel(s).<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Avoid the legal liability that comes with admitting negligence or guilt.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Achieve the designated business outcome.<\/li>\n<\/ol>\n<p><strong>SQ5 &#8211; What are the 5 S\u2019s of Goodwill Messages?\u00a0<\/strong><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Specific<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Sincere<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Selfless<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Short<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Spontaneous<\/li>\n<\/ol>\n","protected":false},"author":545042,"menu_order":6,"template":"","meta":{"_candela_citation":"[]","CANDELA_OUTCOMES_GUID":"","pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-989","chapter","type-chapter","status-publish","hentry"],"part":761,"_links":{"self":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapters\/989","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/wp\/v2\/users\/545042"}],"version-history":[{"count":14,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapters\/989\/revisions"}],"predecessor-version":[{"id":1838,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapters\/989\/revisions\/1838"}],"part":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/parts\/761"}],"metadata":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapters\/989\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/wp\/v2\/media?parent=989"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/pressbooks\/v2\/chapter-type?post=989"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/wp\/v2\/contributor?post=989"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/wp-json\/wp\/v2\/license?post=989"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}