Lesson 7-Chapter 12 1. List and describe 10 types of business presentations 2. Describe six techniques to aid in overcoming anxiety when delivering a business presentation. Lesson 8-Chapter 7 1. Name at least four instances or types of communication that can effectively use the writing patterns for routine and positive messages. (Note: Browse the chapter looking for kinds of communication that can effectively use the direct message approach.) 2. Suggest four guidelines for asking a series of questions in a routine request. 3. Describe the opening sentence in a direct request. 4. Describe the closing of a direct request message. (Hint: Your closing should have three components: How would you like the answer? Phone? E-mail? Letter?; When you would like the answer, and finally why that date is helpful) 5. Study the Annotated Examples on pages 216, 217,222, 223, 229, 230, 231, 235. Describe a general pattern for the following types of communication. Be able to describe the opening, where to put the details, and how to close.: a) Routine Inquiries b) Favorable Response to a request c) Order Acknowledgements and Thank you messages d) Direct Claim e) Indirect Claim f) Internal-Operational Messages Lesson 9 - Chapter 8 1. What is a "buffer" and when do you use it? 2. Describe the five parts of the indirect message pattern. 3. When should an apology be given and when should it not be included? 4. Describe the direct approach to bad news messages and give three 5. examples when it is appropriate. List six recommended steps when delivering bad news personally. (Hint: Look for Delivering Bad News: A sign of Leadership) 6. List four steps for refusing a requested adjustment 7. List five steps to complete when announcing negative news esson 10 - Chapter 9 1. Explain how you would decide whether to use the direct pattern or the indirect pattern in a persuasive message. 2. List and explain the three types of persuasive appeals. What situations might each type best address? 3. Describe the acronym AIDA as a sales or persuasive method. 4. Name two writing techniques to reduce resistance in a sales message