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Final

MGTA35H3 Study Guide - Final Guide: Psychographic, Form Letter, Serif


Department
Management (MGT)
Course Code
MGTA35H3
Professor
chow
Study Guide
Final

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Module 1
oWe communicate to make meaning, identify and express ourselves, get work done, gain recognition, make
lives meaningful
oBusiness Communication uses specific formatting and style conventions
oInternal and external audiences
oImportant communication skills: listening, reading, speaking, interpersonal, and writing
oHave to write a lot
oForm letter is a template for routine situations
oBusiness correspondence is very expensive  make sure it works
oEffective message and builds goodwill: focus on reader
oGood writer: saves money, time, builds goodwill
oConsider context: point, purpose audience, where, when happening
oPurpose Audience Information Benefits Objections Context
Module 2
oInitial audience receives first, route to others
oPrimary audience make decisions
oSecondary audience comment on message, implement ideas
oGatekeeper power to stop message before it gets to primary
oWatchdog audience has political, social, economic power
oThink tank are experts in group to provide advice
oWhat’s in it for them?
oMessageencodetransmit via channelperceive to receivedecodefeedback
oNoise influence every part, physical or psychological
oChannel overload when channel cannot handle all messages being sent
oInfo overload when more message transmitted than receiver can handle
oDifferent frame of reference
oEmpathy: put yourself in someone else’s shoes
oCritical thinking: gather as much info about something then make decisions based on it
oConsider: their knowledge about topic, demo factors, personality, attitude, values, beliefs, past behaviour
oMyer-Briggs Type indicator: Intro-extrovert, sending-intuitive, thinking-feeling, judging-perceiving

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oPsychographic characteristics qualitative
oGeodemographic data
oDiscourse communities nonverbal symbols (discourse)
oCulture expressed through values, attitudes, and philosophies: organizational or corporate culture shape
member attitudes and behaviours
oUse audience analysis to plan strategy, organization, style, doc design, visuals
oFocus on gatekeepers and decision makers: content and choice of details, organization, level of language
technical terms and theory
oUse multiple channels
Module 3
oCulture is a learned set of assumptions that shape our perceptions of the world and of appropriate valuesm
normas, attitudes, and behaviour
oCanada country of diverse cultures
oBoomers born 1946-64
oGenXers born 1964-1981
oGenYs born 1981-1992 (echos or Millennials)
oHigh context: info inferred from context of message. Not spelled out. E.g. Japanese, Arabic, Latin American
oLow context: context less important, info spelled out. E.g. Germans, north American
oBody language shows self-concept, energy and opennesseye contact, gestures, space, touch, spatial
arrangement. Time
oMonochromic (one important activity at a time) vs. polychronic culture
oSensitive and flexible
oBias free language, non-sexist, job titlesneutral language
oOpen body positions vs. closed defensive
Module 4
oWriting process: planning, drafting, rewriting
oMake notes on research and thinking, save time for rewriting
oIdeas: brainstorm, free-write, cluster, talk to audience
oRevision: revise, edit, proofread
oAsk for kind of feedback needed
oGet started by talking, participating, and practising. Reward self for activities that encourage writing
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Module 5
oDesign important for meaning making
oUse white space to separate and emphasize (parallelism: use same structure for each first word)
oUse headings to group points (specific, cover everything, parallel)
oLimit use of words set in all capitals
oUse no more than two typefaces/fonts: proportional, fixed, serif fonts?, sans serif
oDecide whether to justify margins on basis of situation and audience; ragged right margins(left), full
justification (every side even)
oKeep slides simple, relevant and interesting
oWebpages: pay attn. to content, navigation, and first page  test design
Module 6
oYou-attitude: make it easy for audience to do what you want empathy
oFocus on audience polite and positive
oTalk about reader
oNo feelings accept to congratulate or offer sympathy
oUse you more than I
oAvoid you in negative situations
oCommunicating you-attitude means making deliberate choices in layout, content, language, and organization-
choices to influence your audience to pay attention to and act on your message
oEmphasize what readers want to know
Module 7
oPositive emphasis is part of creating goodwill
oDeliver bad news responsibly: clear and sensitive
oDeemphasize or omit negative words to create positive emphasis
oFocus on reader rather than limitations
oJustify negative info by giving a reason or linking to reader benefit
oThink of tone, politeness, and power
oApologize briefly, early, and sincerely
Module 8
oReader benefits appeal to the audience’s attitudes and actions
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