Claim Granting Letter - DOC by owx87703

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									BA350 FINAL: 100 points. T/F, Multiple Choice, Completion, Lots of writing and revising

Chapter 1

Chapter 2
   Be able to write or revise sentences to incorporate reader benefits, the “you” view, positive language,
      inclusive language, conversational language, concise wording, and plain English

Chapter 3
   The direct and indirect pattern and where they are appropriate
   Active/passive voice - be able to recognize and revise
   Parallelism
   Emphasis and de-emphasis

Chapter 4
   Recognize and be able to revise or eliminate wordy prepositional phrases, long lead-ins, outdated
      expressions, needless adverbs, fillers, repetitious words, redundant words, jargon, slang, and clichés

Chapter 6
   Know the writing plan for an action request, an order request, a simple claim, an information response
      letter, a customer order response, and granting a claim.
   Be able to revise and write effective openings and closings based on given situations
   Know the difference between direct and indirect patterns and when they are appropriate
   What are the most important positions in a letter and why?
   Be able to analyze a poorly written letter by pointing out its weaknesses
   Outline a writing plan to fix it
   What are the three goals of a writer responding to a customer claim letter?

Chapter 7
   When is persuasion necessary?
   What is the writing plan for a persuasive request? Give some examples of techniques
   Know the difference between direct and indirect patterns and when they are appropriate
   Be able to recognize and write effective openings and closings
   Be able to analyze a poorly written letter by pointing out its weaknesses, and be able to revise accordingly
   Be able to recognize and use techniques to appeal to your audience
   Based on a given situation, be able to craft a compelling opening statement

Chapter 8
   Know the writing plan for refusing requests or claims, and for announcing bad news to customers and
      employees, and be able to use them based on a given situation
   What are the indirect plan and its elements?
   Be able to recognize, describe, and use opening buffers
   Be able to recognize, describe, and use some techniques to present your reasoning
   Be able to recognize, describe, and use some ways to cushion the bad news
   Be able to recognize, describe, and use some ways to close pleasantly
   When would you use the direct pattern?
   Know the difference between passive voice and active voice and when they are appropriate
   Be able to analyze a poorly written letter by pointing out its weaknesses and outline a writing plan to fix it
Chapter 9
   The purpose of a progress report and of the different sections

Chapter 10
  Describe an executive summary: what is its purpose, importance, and recommended length

Chapter 11
   Promoting positive workplace relations through conversation
   Offering constructive criticism on the job
   Responding to workplace criticism
   Resolving conflict – common conflict response patterns and six-step procedure for dealing with conflict
   The difference between functional and dysfunctional conflict and how to handle dysfunctional conflict

Chapter 12 - Oral Presentations
   Organizing Content
         o The Introduction – what are the three goals?
         o The Body - types of organization and focusing on a few main ideas
         o The Closing – what are the two goals?
   Effective imagery
   What is the most effective method to reduce stage fright?
   Using PowerPoint slides effectively

Chapter 13
Make recommendations to fix a terrible resume and a terrible cover letter
errible resume and a terrible cover letter

								
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