bussiness communication

GEB3213 Business Communication Handbook Checklist - Master

Name: ____________________________

· Executive Summary – page 410; write and place at the beginning of your Handbook (2.5 pts)

· Introduction – page 411; write and place at the beginning of your Handbook (2.5 pts)

· Background – why this handbook is important

· Forms of Business Communication - define

· Written communication

· Non-written communication

· Verbal communication

· Nonverbal communication

· Reminding Employees of Company Web Policy – 10.13

· Answering a Customer Complaint about Shipping and Handling – 10.15

· Responding to a Demand for a Refund – 11.11

· Writing Collection Letters – 12.12 (b)

· Addressing a Passenger Complaint about a Rude Flight Attendant – 12.19

· Calming an Angry Coworker – 13.8

· Saying No to the Boss – 13.11

· Reducing Wordiness – 16.10 (a-c)

· Answering an Ethics Question – 18.11

· Writing an Agenda – 19.8 (not a-c)

· Summary of Finding Your Best Voice – page 333

· From Module 21:

· Three types of Progress Reports – pages 354-55

· What should go in a proposal – pages 345-53

· Two goals of a proposal (from Kienzler) – page 346

· Summary of Using the Internet for Research – page 363

· Explaining ‘Best Practices’ – 23.8

Glossary Section (1 pt. each – 8 total)

· Mission statement

· Vision statement

· Goals

· Objectives

· Warranty

· Guarantee

· Outputs

· Outcomes

Final tasks for creating your Handbook:

· Create/update TOC (2.5 pts.)

· Create/update Index (2.5 pts.)

Scoring: Topics – 2 pts each (2x16=32); Glossary 1 pt. each (1x8=8); Exec. Summary and Intro. 2.5 pts. each (2x2.5=5); TOC and Index (2.5 pts. each (2x2.5=5) = 50 pts. possible max.