1. What are some downsides and complaints about the use of email in the workplace? What cautions should be considered when using email at work?
2. Can you write and/or recognize a suitable subject line in a business communication? Do you know the relative value of the subject line compared to the rest of the message? How do you get someone to notice your email using your subject line?
3. What are some strategies for controlling your inbox?
a. Scheduled email checking
b. Two-minute rule
4. What is down-editing? When and how should it be used?
5. In what format should emails and interoffice memos usually be written?
6. Do you understand the liability potential from both emails and on-the-job texting?
7. What are some tips for using social media in the workplace?
8. Can employees be terminated or disciplined for their private (off-the-job) social media postings? If so, under what circumstances?
9. In what format do you generally write positive business messages?
10. What channels are appropriate for routine, positive messages in the workplace?
11. When are letters still the preferred method for communication?
12. What is the imperative mood and when is it appropriate to use?
13. What are some guidelines for writing messages that give instructions?
14. What is an adjustment message?
a. What are three goals when composing adjustment messages?
b. What are four sensitive language rules for an adjustment letter?
c. Should you apologize in an adjustment letter?
d. What are "apology laws" and how common are they?
15. When should you use the direct strategy in delivering bad news messages?
16. When should you use the indirect strategy in delivering bad news messages?
17. What is a buffer and what is its purpose?
a. Do all business communication authors agree that you should use buffers?
b. What are six types of buffers?
18. What are the 5Rs of apologizing effectively?
19. What is empathy and can you give examples of how to show it in a bad news message?
20. When presenting reasons for the bad news you are delivering:
a. Where do you position the bad news?
b. When should you give a clear and specific explanation of the reasons?
c. Should you use company policy as a reason and if so, how?
d. Can you use reader benefit when delivering bad news?
21. What are some options for closing a bad news communication?
22. What are four goals for letters in which you are refusing credit to a customer?
23. When should you consider delivering bad news in person and what are six tips for handling such a face-to-face meeting?
24. When writing a rejection letter to a job applicant, what should employers do to avoid charges of discrimination or other wrongful action?
25. What are the six basic principles of human behavior that explain how individuals make decisions?
26. What are five ways that persuasion has changed in the digital age?
27. What are the six important strategies for persuasion in business writing?
28. What are some examples of attention-grabbing devices that may be used in persuasive writing?
29. What are some devices that can be used to build interest and conviction in persuasive writing?
30. What is doublespeak and why should it be avoided in business writing?
31. What are some ways to gain attention in a sales message?
32. When crafting a sales message:
a. What is a rational appeal?
b. What is an emotional appeal?
33. How can you reduce resistance in a sales message?
34. What are some tips for creating effective email sales messages?
35. What is "puffery" in sales messages?