Tabs for Contents, notes, highlights

Hide Contents, Notes, and Highlights

Search TermsShow Hide

« Back to eTextbook

Copyright, vi
Preface, xvii
Prologue: Building a Career with Your Communication Skills, xxxiii
Part I. Understanding the Foundations of Business Communication, 1
1. Achieving Success Through Effective Business Communication, 2
On the Job: Communicating at Six Apart, 3
Achieving Success in Today’s Competitive Environment, 4
Communicating in Organizational Settings, 4
Recognizing Effective Communication, 6
Understanding What Employers Expect from You, 6
Understanding Why Business Communication Is Unique, 7
Using the Power of Technology: Is Web 2.0 the Future or the Past Revisited?, 10
Communicating More Effectively on the Job, 11
Connecting with Your Audience, 11
Minimizing Distractions, 16
Adopting an Audience-Centered Approach, 17
Fine-Tuning Your Business Communication Skills, 17
Giving—and Responding to—Constructive Feedback, 18
Being Sensitive to Business Etiquette, 19
Applying What You’ve Learned to the Communication Process, 20
Using Technology to Improve Business Communication, 20
Keeping Technology in Perspective, 21
Using Technological Tools Productively, 26
Reconnecting with People Frequently, 26
Making Ethical Communication Choices, 26
Distinguishing Ethical Dilemmas from Ethical Lapses, 27
Ensuring Ethical Communication, 28
Ensuring Legal Communication, 30
Document Makeover: Improve This Memo, 30
Applying What You’ve Learned, 31
On the Job: Solving Communication Dilemmas at Six Apart, 31
Learning Objectives Checkup, 33
Apply Your Knowledge, 34
Practice Your Knowledge, 34
Expand Your Knowledge, 36
Learn Interactively, 37
Improve Your Grammar, Mechanics, and Usage, 37
2. Communicating in Teams and Mastering Listening and Nonverbal Communication Skills, 38
On the Job: Communicating at the Container Store, 39
Improving Your Performance in Teams, 40
Advantages and Disadvantages of Teams, 40
Characteristics of Effective Teams, 41
Team Communication, 42
Group Dynamics, 45
Making Your Meetings More Productive, 48
Document Makeover: Improve This E-Mail Message, 48
Preparing for Meetings, 49
Leading and Participating in Meetings, 50
Using Meeting Technologies, 51
Improving Your Listening Skills, 53
Recognizing Various Types of Listening, 53
Understanding the Listening Process, 54
Overcoming Barriers to Effective Listening, 55
Improving Your Nonverbal Communication Skills, 56
Recognizing Nonverbal Communication, 57
Using Nonverbal Communication Effectively, 58
Sharpening Your Career Skills: Sending the Right Signals, 58
Developing Your Business Etiquette, 59
Business Etiquette in the Workplace, 59
Business Etiquette in Social Settings, 61
On the Job: Solving Communication Dilemmas at the Container Store, 62
Learning Objectives Checkup, 64
Apply Your Knowledge, 65
Practice Your Knowledge, 66
Expand Your Knowledge, 68
Learn Interactively, 68
Improve Your Grammar, Mechanics, and Usage, 68
3. Communicating in a World of Diversity, 70
On the Job: Communicating at IBM, 71
Understanding the Opportunities and Challenges of Communication in a Diverse World, 72
The Opportunities in a Global Marketplace, 72
The Advantages of a Diverse Workforce, 72
The Challenges of Intercultural Communication, 73
Enhancing Your Sensitivity to Culture and Diversity, 74
Understanding the Concept of Culture, 74
Overcoming Ethnocentrism and Stereotyping, 75
Recognizing Variations in a Diverse World, 76
Communicating Across Cultures: Test Your Intercultural Knowledge, 76
Document Makeover: Improve This Letter, 81
Adapting to U.S. Business Culture, 82
Improving Your Intercultural Communication Skills, 83
Studying Other Cultures, 83
Studying Other Languages, 84
Respecting Preferences for Communication Style, 85
Writing and Speaking Clearly, 87
Listening Carefully, 87
Using Interpreters, Translators, and Translation Software, 89
Helping Others Adapt to Your Culture, 90
On the Job: Solving Communication Dilemmas at IBM, 90
Learning Objectives Checkup, 92
Apply Your Knowledge, 93
Practice Your Knowledge, 94
Expand Your Knowledge, 95
Learn Interactively, 96
Improve Your Grammar, Mechanics, and Usage, 96
Part II. Applying the Three-Step Writing Process, 97
4. Planning Business Messages, 98
On the Job: Communicating at the Complete Idiot’s Guides, 99
Understanding the Three-Step Writing Process, 100
Optimizing Your Writing Time, 101
Planning Effectively, 101
Analyzing Your Situation, 102
Defining Your Purpose, 102
Developing an Audience Profile, 103
Gathering Information, 104
Uncovering Audience Needs, 105
Providing Required Information, 105
Selecting the Right Medium, 108
Oral Media, 108
Written Media, 108
Visual Media, 109
Electronic Media, 110
Factors to Consider When Choosing Media, 111
Organizing Your Information, 113
Recognizing the Importance of Good Organization, 113
Defining Your Main Idea, 115
Limiting Your Scope, 116
Choosing Between Direct and Indirect Approaches, 117
Outlining Your Content, 119
Document Makeover: Improve This Letter, 119
Using the Power of Technology: Create and Collaborate with Powerful Outlining Tools, 120
On the Job: Solving Communication Dilemmas at the Complete Idiot’s Guides, 123
Learning Objectives Checkup, 125
Apply Your Knowledge, 126
Practice Your Knowledge, 126
Expand Your Knowledge, 129
Learn Interactively, 129
Improve Your Grammar, Mechanics, and Usage, 129
5. Writing Business Messages, 130
On the Job: Communicating at Creative Commons, 131
Bringing Your Ideas to Life, 132
Adapting to Your Audience, 132
Being Sensitive to Your Audience’s Needs, 133
Building Strong Relationships with Your Audience, 137
Document Makeover: Improve This Letter, 139
Controlling Your Style and Tone, 140
Communicating Across Cultures: Communicating with a Global Audience on the Web, 143
Composing Your Message, 144
Choosing Strong Words, 144
Creating Effective Sentences, 148
Crafting Unified, Coherent Paragraphs, 151
Using Technology to Compose and Shape Your Messages, 155
On the Job: Solving Communication Challenges at Creative Commons, 156
Learning Objectives Checkup, 157
Apply Your Knowledge, 159
Practice Your Knowledge, 159
Expand Your Knowledge, 162
Learn Interactively, 162
Improve Your Grammar, Mechanics, and Usage, 163
6. Completing Business Messages, 164
On the Job: Communicating at Mercedes-AMG, 165
Moving Beyond Your First Draft, 166
Revising Your Message, 166
Evaluating Your Content, Organization, Style, and Tone, 167
Reviewing for Readability, 167
Document Makeover: Improve This Letter, 170
Editing for Clarity and Conciseness, 173
Using Technology to Revise Your Message, 177
Producing Your Message, 179
Adding Graphics, Sound, Video, and Hypertext, 180
Designing for Readability, 180
Using Technology to Produce Your Message, 184
Formatting Formal Letters and Memos, 185
Proofreading Your Message, 186
Sharpening Your Career Skills: Proofread Like a Pro to Create Perfect Documents, 187
Distributing Your Message, 188
On the Job: Solving Communication Dilemmas at Mercedes-AMG, 189
Learning Objectives Checkup, 190
Apply Your Knowledge, 192
Practice Your Knowledge, 192
Expand Your Knowledge, 195
Learn Interactively, 196
Improve Your Grammar, Mechanics, and Usage, 196
Part III. Crafting Brief Messages, 197
7. Crafting Messages for Electronic Media, 198
On the Job: Communicating at Southwest Airlines, 199
Choosing Electronic Media for Brief Messages, 200
Creating Effective E-Mail Messages, 202
Treating E-Mail as a Professional Communication Medium, 202
Using the Power of Technology: More Ways to Spread the Message, 202
Adapting the Three-Step Process for Successful E-Mail, 204
Creating Effective Instant Messages and Text Messages, 207
Understanding the Benefits and Risks of IM, 208
Adapting the Three-Step Process for Successful IM, 208
Creating Effective Business Blogs, 210
Understanding the Business Applications of Blogging, 212
Document Makeover: Improve This Blog, 212
Adapting the Three-Step Process for Successful Blogging, 214
Creating Effective Podcasts, 216
Adapting the Three-Step Process for Successful Podcasting, 216
Assembling a Podcasting System, 217
Distributing Blog and Podcast Content, 218
Publishing Your Content, 219
Connecting with Audiences, 219
On the Job: Solving Communication Dilemmas at Southwest Airlines, 221
Learning Objectives Checkup, 223
Apply Your Knowledge, 225
Practice Your Knowledge, 225
Expand Your Knowledge, 228
Learn Interactively, 228
Improve Your Grammar, Mechanics, and Usage, 228
Cases, 229
8. Writing Routine and Positive Messages, 236
On the Job: Communicating at Cone, Inc., 237
Using the Three-Step Writing Process for Routine and Positive Messages, 238
Step 1: Plan Your Message, 238
Step 2: Write Your Message, 238
Step 3: Complete Your Message, 238
Making Routine Requests, 239
Strategy for Routine Requests, 239
Common Examples of Routine Requests, 241
Sending Routine Replies and Positive Messages, 246
Strategy for Routine Replies and Positive Messages, 246
Common Examples of Routine Replies and Positive Messages, 248
Document Makeover: Improve This E-Mail Message, 248
Practicing Ethical Communication: What’s Right to Write in A Recommendation Letter?, 254
On the Job: Solving Communication Dilemmas at Cone, Inc., 261
Learning Objectives Checkup, 263
Apply Your Knowledge, 264
Practice Your Knowledge, 264
Expand Your Knowledge, 266
Learn Interactively, 267
Improve Your Grammar, Mechanics, and Usage, 267
Cases, 268
9. Writing Negative Messages, 280
On the Job: Communicating at KPMG, 281
Using the Three-Step Writing Process for Negative Messages, 282
Step 1: Plan Your Message, 282
Step 2: Write Your Message, 282
Step 3: Complete Your Message, 283
Developing Negative Messages, 284
Choosing the Best Approach, 284
Adapting to Your Audience, 291
Maintaining High Standards of Ethics and Etiquette, 292
Document Makeover: Improve This Memo, 292
Exploring Common Examples of Negative Messages, 293
Sending Negative Messages on Routine Business Matters, 294
Sending Negative Organizational News, 299
Sending Negative Employment Messages, 301
Using the Power of Technology: Controlling Online Rumors, 301
On the Job: Solving Communication Dilemmas at KPMG, 306
Learning Objectives Checkup, 307
Apply Your Knowledge, 309
Practice Your Knowledge, 309
Expand Your Knowledge, 310
Learn Interactively, 311
Improve Your Grammar, Mechanics, and Usage, 311
Cases, 312
10. Writing Persuasive Messages, 322
On the Job: Communicating at Clubmom, 323
Using the Three-Step Writing Process for Persuasive Messages, 324
Step 1: Plan Your Message, 324
Using the Power of Technology: Building an Audience Through Search Engine Optimization, 327
Step 2: Write Your Message, 329
Step 3: Complete Your Message, 330
Developing Persuasive Business Messages, 330
Strategies for Persuasive Business Messages, 331
Common Examples of Persuasive Business Messages, 336
Document Makeover: Improve This E-Mail Message, 336
Developing Marketing and Sales Messages, 338
Assessing Audience Needs, 339
Analyzing Your Competition, 339
Determining Key Selling Points and Benefits, 339
Anticipating Purchase Objections, 340
Applying the AIDA Model, 341
Maintaining High Standards of Ethics, Legal Compliance, and Etiquette, 345
On the Job: Solving Communication Dilemmas at Clubmom, 347
Learning Objectives Checkup, 348
Apply Your Knowledge, 349
Practice Your Knowledge, 350
Expand Your Knowledge, 351
Learn Interactively, 352
Improve Your Grammar, Mechanics, and Usage, 352
Cases, 353
Part IV. Preparing Reports and Oral Presentations, 363
11. Planning Reports and Proposals, 364
On the Job: Communicating at Tesco, 365
Applying the Three-Step Writing Process to Reports and Proposals, 366
Analyzing the Situation, 367
Gathering Information, 368
Selecting the Right Medium, 368
Organizing Your Information, 370
Supporting Your Messages with Reliable Information, 372
Planning Your Research, 372
Locating Data and Information, 373
Using Your Research Results, 385
Document Makeover: Improve This Report, 385
Planning Informational Reports, 388
Sharpening Your Career Skills: Creating an Effective Business Plan, 389
Organizing Informational Reports, 390
Organizing Website Content, 391
Planning Analytical Reports, 394
Focusing on Conclusions, 396
Focusing on Recommendations, 396
Focusing on Logical Arguments, 397
Planning Proposals, 400
On the Job: Solving Communication Dilemmas at Tesco, 403
Learning Objectives Checkup, 404
Apply Your Knowledge, 406
Practice Your Knowledge, 406
Expand Your Knowledge, 408
Learn Interactively, 409
Improve Your Grammar, Mechanics, and Usage, 409
12. Writing Business Reports and Proposals, 410
On the Job: Communicating at Tellabs, 411
Crafting Reports and Proposals, 412
Adapting to Your Audience, 412
Composing Reports and Proposals, 413
Drafting Report Content, 414
Drafting Proposal Content, 419
Drafting Online Content, 421
Helping Report Readers Find Their Way, 424
Using Technology to Craft Reports and Proposals, 425
Illustrating Your Reports with Effective Visuals, 426
Understanding Visual Design Principles, 426
Understanding the Ethics of Visual Communication, 429
Identifying Points to Illustrate, 429
Selecting the Right Type of Visual, 430
Producing and Integrating Visuals, 440
Creating Visuals, 440
Integrating Visuals with Text, 441
Verifying the Quality of Your Visuals, 442
Document Makeover: Improve This Policy Report, 442
Practicing Ethical Communication: Distorting the Data, 443
On the Job: Solving Communication Dilemmas at Tellabs, 444
Learning Objectives Checkup, 446
Apply Your Knowledge, 447
Practice Your Knowledge, 448
Expand Your Knowledge, 451
Learn Interactively, 451
Improve Your Grammar, Mechanics, and Usage, 451
Cases, 452
13. Completing Business Reports and Proposals, 456
On the Job: Communicating at the Bill & Melinda Gates Foundation, 457
Putting the Final Touches on Reports and Proposals, 458
Revising Your Reports and Proposals, 458
Producing Your Reports and Proposals, 459
Components of a Formal Report, 459
Components of a Formal Proposal, 481
Proofreading Your Reports and Proposals, 482
Document Makeover: Improve This Executive Summary, 482
Distributing Your Reports and Proposals, 485
On the Job: Solving Communication Dilemmas at the Bill & Melinda Gates Foundation, 487
Learning Objectives Checkup, 488
Apply Your Knowledge, 490
Practice Your Knowledge, 490
Expand Your Knowledge, 491
Learn Interactively, 492
Improve Your Grammar, Mechanics, and Usage, 492
Cases, 493
14. Designing and Delivering Oral and Online Presentations, 504
On the Job: Communicating at Hewlett-Packard, 505
Building Your Career with Presentations, 506
Adapting the Three-Step Process for Presentations, 506
Step 1: Planning Your Presentation, 507
Analyzing the Situation, 507
Communicating Across Cultures: Five Tips for Making Presentations Around the World, 508
Selecting the Right Medium, 509
Organizing Your Presentation, 510
Step 2: Writing Your Presentation, 515
Adapting to Your Audience, 515
Composing Your Presentation, 515
Enhancing Your Presentations with Effective Visuals, 519
Document Makeover: Improve This Presentation, 519
Step 3: Completing Your Presentation, 526
Finalizing Slides and Support Materials, 526
Preparing to Speak, 529
Practicing Your Delivery, 530
Overcoming Anxiety, 531
Handling Questions Responsively, 531
On the Job: Solving Communication Dilemmas at Hewlett-Packard, 533
Learning Objectives Checkup, 535
Apply Your Knowledge, 537
Practice Your Knowledge, 537
Expand Your Knowledge, 539
Learn Interactively, 540
Improve Your Grammar, Mechanics, and Usage, 540
Cases, 541
Part V. Writing Employment Messages and Interviewing for Jobs, 543
15. Building Careers and Writing Résumés, 544
On the Job: Communicating at Hersha Hospitality Management, 545
Securing Employment in Today’s Job Market, 546
Understanding Employers’ Approach to the Employment Process, 546
Organizing Your Approach to the Employment Process, 547
Communicating Across Cultures: Looking for Work Around the World, 548
Preparing Résumés, 551
Planning Your Résumé, 551
Writing Your Résumé, 557
Completing Your Résumé, 563
Document Makeover: Improve This Résumé, 569
On the Job: Solving Communication Dilemmas at Hersha Hospitality Management, 570
Learning Objectives Checkup, 572
Apply Your Knowledge, 574
Practice Your Knowledge, 574
Expand Your Knowledge, 576
Learn Interactively, 577
Improve Your Grammar, Mechanics, and Usage, 577
Cases, 578
16. Interviewing for Employment and Following Up, 580
On the Job: Communicating at Google, 581
Writing Application Letters and Other Employment Messages, 582
Application Letters, 582
Application Follow-Ups, 587
Understanding the Interviewing Process, 588
The Typical Sequence of Interviews, 588
Common Types of Interviews, 589
Interview Media, 590
What Employers Look for in an Interview, 591
Preemployment Testing, 591
Preparing for a Job Interview, 592
Learning About the Organization, 592
Thinking Ahead About Questions, 594
Bolstering Your Confidence, 596
Polishing Your Interview Style, 596
Planning to Look Good, 598
Being Ready When You Arrive, 598
Interviewing for Success, 599
The Warm-Up, 600
Sharpening Your Career Skills: Make Sure You Don’t Talk Yourself Right Out of a Job, 600
The Question-and-Answer Stage, 601
The Close, 602
Interview Notes, 604
Following Up After the Interview, 604
Thank-You Message, 604
Message of Inquiry, 604
Request for a Time Extension, 605
Document Makeover: Improve This Letter, 605
Letter of Acceptance, 606
Letter Declining a Job Offer, 607
Letter of Resignation, 607
On the Job: Solving Communication Dilemmas at Google, 608
Learning Objectives Checkup, 609
Apply Your Knowledge, 611
Practice Your Knowledge, 611
Expand Your Knowledge, 613
Learn Interactively, 613
Improve Your Grammar, Mechanics, and Usage, 613
Cases, 614
Appendix A. Format and Layout of Business Documents, A-1
Appendix B. Documentation of Report Sources, A-21
Appendix C. Correction Symbols, A-27
Video Guide, VG-1
Handbook of Grammar, Mechanics, and Usage, H-1
Answer Keys, AK-1
References, R-1
Acknowledgments, AC-1
Company/Name/Product Index, I-1
Subject Index, I-5

Search Results

« Back to eTextbook


PAGE	Description

vi	...

Tabs for Contents, notes, highlights

Table of Contents

Search Results