Business Communications Final Exam Questions & Answers

Topics: Emotion, Culture, Communication Pages: 6 (1362 words) Published: May 18, 2014
MGMT 102 Sample questions (1-10)
1. Briefly describe any one of the communication models discussed in the textbook and/or lecture

Lasswell’s (1948) model describes communication as a one-way transmission of messages. The model shows the ‘who’ as the ‘source’, the ‘what’ as the message, the ‘how’ as the channel, the ‘whom’ as the destination and the ‘effect’ as the outcome.

2. Describe three of the of the tests you can use to enable ethical decision-making

Are we rationalising:
Identify if you are rationalising, that is justifying your reasons with excuses such as: Everybody is doing it
It’s not illegal
They did it to me
If I don’t do it someone else will

The golden rule:
Treat others as you would want to be treated
If you wouldn’t like a particular action or behaviour to happen to you, then don’t do it to others

Publicity test:
After making a decision, it would then be publicised for anyone to see or read about such as family, friends etc. If you are happy and confident in what you have done and do not feel any guilt then it is a good test to use, if not, then the decision was not ethical.

3. What is the role of ‘I’ statements in the communication process? Illustrate with an example

I’ statements are a way of sharing emotions and letting others know how their behaviour is perceived and how it affects you. One of the most effective ways to begin assertive statements is to say ‘I feel ... when ...’ For example, the message may be: ‘I feel annoyed when you don’t let me know you will be late.’ People can express their needs and wants with an ‘I’ message. It shows their personal involvement plus a willingness to share their feelings. It also lets them own their own reactions. 4. Identify and explain the three techniques of persuasion as outlined in the textbook

Three techniques:
Rhetorical mix
Features-benefits mix
Appeals to emotion

Rhetorical mix:
Persuasion involves careful framing of arguments and a mixture of the three types of rhetorical appeal. Good communicators have the ability to use and combine the three types of appeal appropriate to the audience, subject matter and context.

logos, or the appeal to logic (price, variety, product information) pathos, or the appeal to the emotions (entertainment potential of the website, sensory appeal through audio/visuals, intuitiveness of navigation and the extent to which the website can be personalised for users) ethos, or appeal to credibility (privacy and security, corporate image and branding).

Features–benefits mix
The features–benefits mix is a technique of persuasion that incorporates a mixture of a product or service’s features and benefits into the message to show the audience the real benefits. The message must stress the benefits in order to focus on the receiver’s need and enable the receiver to see the relevance of the features and benefits to them. The message has two essential components:

features of a product or service, and a clear and concise illustration of how to apply these features linkage of the features with the benefits to enable the receiver to understand ‘what’s in it for me’

Appeals to emotion
Appeals to emotion are ideas targeted towards the emotions, needs or values that the reader or listener is likely to care about. Fair appeals to emotion generate emotions based on facts and related to the issue. In contrast, unfair appeals to emotion generate emotions based on unsubstantiated claims and aroused by biased words rather than solid evidence or by fallacies such as red herrings or by personal attacks unrelated to the issue. Appeals to emotion balanced with logic persuade fairly and ethically; however, appeals to emotion are often misused either intentionally or unintentionally. When used improperly, emotional appeals offer a simple unthinking reaction rather than a reasoned argument and manipulate through prejudice, fear, embarrassment or other feelings rather than convince credibly....
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