Communication is the transmission of information and meaning from one individual or group to another. The central objective of communication is to transmit meaning. The communication process is generally defined in five steps: sender has an idea, sender encodes the idea in a message, message travels over a channel, receiver decodes the message, and feedback travels to sender. Complete the sentence with the most appropriate choice. The process of translating ideas into words that will convey meaning is referred to as 

Complete the sentence with the most appropriate choice. The form that ________ take may be influenced by frame of reference, culture, and background.

Identify the appropriate step in the communication process. Mr. Algazi provides the information his client has requested through a voice message.

Identify the appropriate step in the communication process: Rehanna decides to propose a cost-saving reorganization of the company’s client database.

Identify the appropriate step in the communication process. Missy Sanchez sends her coworkers a thank-you note for the generous retirement gift.

Writing in a business environment differs from other types of writing. In professional settings, written messages and oral presentations should be purposeful, economical, and audience oriented. Identify the correct business writing objective for the following description. Look at the problem from the perspective of the audience instead of your own.

Identify which of the objectives of business writing is not being met in the following message. I see that there appears to be an absolutely unfamiliar potential client requesting to converse with you in the upcoming afternoon interval. Would you prefer that I reject his request because you are already experiencing an overload of professional work demands?

True or False: Business messages should stretch ideas to make the message appear longer.

Following a systematic plan for the preparation of an e-mail, memo, letter, or oral presentation will make the composition process easier and will help you create more effective business messages. The writing process for business messages includes prewriting, drafting, and revising. Which of the following are steps involved in the prewriting phase of the writing process?

The first phase of the writing process is prewriting. Identify the step in the prewriting process that corresponds with the following description. You prepare notes for a staff meeting to present potential solutions to the lingering problem. You consider several key agenda items to include.

The second phase of the writing process is when you draft your message: Choose the appropriate step in the drafting phase to complete the sentence. As you review your draft you find you need more information in a key area. This action should have been done in the researching ____________ phase of the writing process.

Revising is the third stage of the writing process. Identify the step in the revision process that corresponds with the following description. You read through your message and decide whether it achieves your purpose.

Spending the appropriate amount of time on the writing process is important: Choose the correct answer to complete the following sentence about the writing process. Experts suggest that ____________ of your time should be spent on the revising phase.

In order to craft effective business messages, beginning writers should follow the writing process closely. The first step in this process is to analyze the purpose and audience of the message. As you first begin the composition process, which of the following questions should you ask yourself? Check all that apply.

Read the following scenario, and answer the questions. We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange “Gods of Parnassus” for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, “Gods of Parnassus” features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience. What is the primary purpose of this message?

Read the following scenario, and answer the questions. We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange “Gods of Parnassus” for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, “Gods of Parnassus” features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience. What is the secondary purpose of this message?

Consider the following situation and choose the most appropriate communication channel. You are the director of marketing for a nationwide chain of stores. Sales are flat, and something must be done quickly to restore shareholders’ faith in the company. You need to discuss marketing strategies with the district managers for all of the regions in the chain as soon as possible. How can you communicate with all of them efficiently? You should use:

Technology and competition continue to accelerate the pace of business; thus, business writers switch to increasingly faster means of communication. Consider the following scenario, and determine if a faster communication channel would be more appropriate. Marianna is writing a letter to a customer informing him that Flannery Electronic will not be able to replace his defective stereo because the warranty has expired.

Read the following scenario, and answer the questions. You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request. Should the tone for this message be formal or informal?

Read the following scenario, and answer the questions. You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request. Which communication channel would be most appropriate?

Read the following scenario, and answer the questions. You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request. Mr. Gallegos will most likely have a negative ________ response to the message you send him.

Read the following scenario, and answer the questions. You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request. Who might be the secondary audience for your message to Mr. Gallegos?

Assume you just wrote the following e-mail message to a subordinate about a presentation. Hey Marilyn, Nice work on that presentation. I’m going to send a copy to the CEO to show off your creativity. Congratulations to you and your team. Speaking of teams, I’m sending a recommendation to Human Resources. Your leadership during the presentation really shows, and you deserve a promotion for all that hard work. A team is only as good as its leader, after all. Before sending the message, it occurs to you that your e-mail will probably be forwarded to other subordinates. What will you need to change to make the message appropriate for both a subordinate and other subordinates?

Adapting your message to the task and audience requires empathy, which means putting yourself in the other person’s shoes. Empathetic senders consider how the receiver will decode the message and try to find the most appealing tone and professional language to deliver the message. Read the following message, and determine if it is sender focused or audience focused. Your satisfaction is important to us. Please share your thoughts and comments on how we can improve your dining experience. Is the preceding message sender focused or audience focused?

Which of the following selections effectively use the “you” view. 

Which one of the following selections uses a conversational but professional tone?

Determine which sentence has achieved a casual, yet professional tone.

The clarity and tone of a message are improved when you use positive and courteous language. Choose the best revision for the following sentence. You made a data entry mistake in Column G, Row 3.

An empathetic, audience-focused professional will strive to use bias-free language. Select the most bias-free and grammatically correct choice to complete each sentence. The ___________ are well prepared in case of an emergency.

An empathetic, audience-focused professional will strive to use bias-free language. Select the most bias-free and grammatically correct choice to complete each sentence. The chair of the committee must submit ______ vote last.

For each pair of the following sentences, identify the selection that best uses plain English and familiar words.

Select the correct word(s) to complete the following sentence: Fred and ______ want to go to lunch after we finish this account.

Select the correct word(s) to complete the following sentence: Both the folder and ______ tab are green.

Select the correct word(s) to complete the following sentence: Don’t forget to give the notes to Maria and _____ .

Select the correct word(s) to complete the following sentence: I think _____ his purple stapler.

Select the correct word(s) to complete the following sentence: He is the one with __________ I agree.

Select the correct word(s) to complete the following sentence: Is that pen _______ or _________?

Select the correct word(s) to complete the following sentence: _______ luggage hasn’t arrived yet.

Select the correct word(s) to complete the following sentence: Carolina and ________ will complete the report by next Friday.

Select the correct word(s) to complete the following sentence: Every team member is expected to contribute to the best of _______ ability.