Business communication : in person, in print, online

Description

Cover Brief Contents Contents About Amy Newman Acknowledgments Part 1: Foundations of Business Communication Chapter 1: Understanding Business Communication 1-1 Communicating In Organizations 1-1a Employers’ Perspective 1-1b Personal Perspective 1-2 The Components Of Communication 1-2a The Communication Model Communication Need Sender Message Audience Response The Dynamic Nature Of Communication 1-2b Directions of Communication The Formal Communication Network The Informal Communication Network 1-3 Communication Barriers 1-3a Verbal Barriers Inadequate Knowledge Or Vocabulary Differences In Interpretation Language Differences Inappropriate Use Of Expressions Overabstraction And Ambiguity Polarization 1-3b Nonverbal Barriers Inappropriate Or Conflicting Signals Differences In Perception Inappropriate Emotions Distractions 1-4 Communication Media Choices 1-4a Traditional Communication Channels Traditional Written Communication Traditional Oral Communication 1-4b Technology-Based Communication Media Email, Phone, Voice Mail Instant And Text Messaging Social Media 1-4c Choosing Communication Media 1-4d Convergence of Communication Media 1-5 Potential Legal Consequences Of Communication 1-6 Ethics And Communication 1-6a What Affects Ethical Behavior 1-6b Ethics Pays 1-6c Framework for Ethical Decision Making 1-7 Introducing the 3Ps (Purpose, Process, Product) Model Chapter 2: Team And Intercultural Communication 2-1 Work Team Communication 2-1a The Variables of Group Communication 2-1b Initial Group Goals 2-1c Constructive Feedback Acknowledge The Need For Feedback Give Both Positive And Negative Feedback 2-1d Conflict Resolution 2-1e The Ethical Dimension of Team Communication 2-2 Collaboration On Team Writing Projects 2-2a Applying Strategies for Team Writing 2-2b Commenting on Peers’ Writing 2-2c Using Technology for Work in Teams 2-3 Intercultural Communication 2-3a Cultural Differences 2-3b Group-Oriented Behavior 2-3c Strategies for Communicating Across Cultures Maintain Formality Show Respect Communicate Clearly 2-4 Diversity And Inclusion Within The United States 2-4a The Value of Diversity 2-4b Diversity of Thought 2-4c Strategies for Communicating Across Differences Race And Ethnicity Sex And Gender Identity Age Sexual Orientation Ability Religion Income Level Or Socioeconomic Status Other Characteristics 2-4d Offending and Taking Offense Chapter 3: Interpersonal Communication Skills 3-1 Nonverbal Communication 3-1a Body Movement 3-1b Physical Appearance 3-1c Voice Qualities 3-1d Time 3-1e Touch 3-1f Space and Territory 3-2 Listening And Empathy 3-2a The Value of Listening and Empathy 3-2b The Problem of Poor Listening Skills 3-2c Keys to Better Listening Give The Speaker Your Undivided Attention Stay Open-Minded Don’t Interrupt Involve Yourself Respond By Paraphrasing Or Reflecting 3-3 Social Media For Building Business Relationships 3-3a Engaging Customers Online 3-3b Engaging Employees Online 3-4 Voice And Text Messaging 3-5 Business Meetings 3-5a Determining the Meeting Format The Case For Face-to-Face Considering Alternatives 3-5b Planning the Meeting Identify Your Purpose Determine Whether A Meeting Is Necessary Decide Who Should Attend Prepare An Agenda Arrange Logistics 3-5c Facilitating the Meeting Follow The Agenda Encourage Participation And Facilitate Discussion Participate In The Meeting Follow Up After The Meeting Part 2: Developing Your Business Writing Skills Chapter 4: The Writing Process 4-1 An Overview Of The Writing Process 4-2 Audience Analysis 4-2a Who Is the Primary Audience? 4-2b What Is Your Relationship with the Audience? 4-2c How Will the Audience Likely React? 4-2d What Does the Audience Already Know? 4-2e What Is Unique About the Audience? 4-2f Example of Audience Analysis 4-3 Planning 4-3a Purpose 4-3b Content 4-3c Organization 4-4 Drafting 4-4a Letting Go 4-4b Overcoming Writer’s Block 4-5c Writing for Different Media Writing Email Messages Writing Memos Writing Letters Writing For The Web 4-5 Revising 4-5a Revising for Content 4-5b Revising for Style 4-5c Revising for Correctness 4-6 Proofreading Chapter 5: Improving Your Writing Style 5-1 What Do We Mean by Style? 5-2 Choosing The Right Words 5-2a Write Clearly Be Accurate And Complete Use Familiar Words Use Specific, Concrete Language Avoid Dangling Expressions Avoid Clichés, Slang, And Unnecessary Jargon 5-2b Write Concisely Avoid Redundancy And Wordy Expressions Avoid Hidden Verbs And Hidden Subjects 5-3 Writing Effective Sentences 5-3a Use a Variety of Sentence Types Simple Sentences Compound Sentences Complex Sentences Sentence Variety 5-3b Use Active and Passive Voice Appropriately 5-3c Use Parallel Structure 5-4 Developing Logical Paragraphs 5-4a Keep Paragraphs Unified and Coherent Unity Coherence 5-4b Control Paragraph Length 5-5 Creating An Appropriate Tone 5-5a Write Confidently 5-5b Use a Courteous and Sincere Tone 5-5c Use Appropriate Emphasis and Subordination 5-5d Use Positive Language 5-5e Stress the “You” Attitude Part 3: Written Messages Chapter 6: Neutral And Positive Messages 6-1 Types Of Neutral And Positive Messages 6-1 Planning A Neutral Or Positive Message 6-3 Organizing A Neutral Message 6-3a Major Idea First 6-3b Explanation and Details 6-3c Friendly Closing 6-4 Sending Instant Messages For Neutral Messages 6-5 Responding To A Neutral Message 6-6 Composing Goodwill Messages 6-6a Recognition Notes 6-6b Congratulatory Notes 6-6c Thank-You Notes 6-6d Sympathy Notes 6-7 Addressing Customer Comments Online 6-7a Deciding Whether to Respond 6-7b Responding to Positive Reviews 6-7c Anticipating Customer Needs Online Chapter 7: Persuasive Messages 7-2 Analyzing Your Audience 7-2a Knowing Your Audience 7-2b Applying Persuasion Principles Ethos: Appeal Based On Credibility Pathos: Appeal Based On Emotion Logos: Appeal Based On Logic Ethical Persuasion 7-3 Writing A Short Persuasive Message 7-3a Determining How to Start the Message 7-3b Capturing the Reader’s Attention 7-3c Justifying Your Idea or Request 7-3d Dealing with Obstacles 7-3e Motivating Action 7-4 Writing A Sales Letter 7-4a Selecting a Central Selling Theme 7-4b Gaining the Reader’s Attention 7-4c Creating Interest and Building Desire Interpreting Features Using Vivid Language And Graphics Using Objective, Ethical Language Mentioning Price Referring To Enclosures 7-4d Motivating Action 7-5 Writing And Responding To Negative Customer And Public Feedback 7-5a Writing Complaints and Online Reviews 7-5b Responding to Negative Feedback Addressing Negative Reviews And Other Feedback Handling Crisis Situations Chapter 8: Bad-News Messages 8-1 Planning The Bad-News Message 8-1a Communication Context 8-1b Audience Analysis 8-1c Media Choice 8-2 Components Of Bad-News Messages 8-2a Organizing the Message 8-2b Explaining the Decision 8-2c Giving the Bad News 8-2d Closing the Message 8-3 Composing Bad-News Replies 8-3a Rejecting an Idea 8-3b Refusing a Favor 8-3c Refusing a Customer Request 8-3d Declining a Job Offer 8-3e Turning Down a Job Candidate 8-4 Announcing Bad News 8-4a Bad News About Normal Operations 8-4b Bad News About the Organization 8-4c Bad News About Jobs 8-5 Giving And Receiving Constructive Performance Feedback 8-5a Giving Constructive Feedback 8-5b Receiving Constructive Feedback Part 4: Report Writing Chapter 9: Planning The Report And Managing Data 9-1 Who Reads And Writes Reports 9-2 Finding Sources For Your Report 9-2a Identifying Types of Data 9-2b Searching for Relevant Sources 9-2c Evaluating Sources of Information Evaluating Internet Resources Evaluating Research Studies 9-3 Collecting Data Through Questionnaires 9-3a Constructing the Questionnaire 9-3b Writing the Cover Letter or Email 9-4 Displaying Quantitative Information 9-4a Constructing Tables Cross-Tabulation Analysis Arranging Data In Tables 9-4b Preparing Charts Designing Simple, Clear Charts Choosing An Appropriate Chart Type 9-4c Creating Infographics 9-5 Interpreting Data 9-5a Making Sense of the Data 9-5b Considering the Ethical Dimension Chapter 10: Writing The Report 10-1 Planning The Report 10-1a Selecting a Report Format 10-1b Organizing the Report Findings, Conclusions, And Recommendations Organizational Strategies For Findings 10-1c Outlining the Report Generic Headings And Message Titles Parallelism Length And Number Of Headings Balance 10-2 Drafting The Report 10-2a Drafting the Body Introduction Findings Summary, Conclusions, And Recommendations 10-2b Drafting Supplementary Sections Title Page Cover Letter, Memo, Or Email Executive Summary Table Of Contents Appendix References 10-3 Developing An Effective Writing Style 10-3a Tone 10-3b Pronouns 10-3c Verb Tense 10-3d Emphasis and Subordination 10-3e Coherence 10-4 Documenting Your Sources 10-4a Why We Document Sources 10-4b What Has to Be Documented 10-4c How to Document Sources Footnotes And Endnotes Author-Date Format 10-4d Distortion by Omission 10-5 Designing, Formatting, And Refining The Report 10-5a Designing and Formatting Text-Based Reports Graphics Spacing And Fonts Headers, Footers, And Page Numbers 10-5b Designing and Formatting PowerPoint Reports Graphics Fonts, Spacing, And Page Numbers 10-5c Refining Your Report Revising Proofreading Part 5: Oral and Employment Communication Chapter 11: Oral Presentation 11-1 The Role Of Business Presentations 11-2 Planning The Presentation 11-2a Purpose 11-2b Audience Analysis 11-2c Delivery Method Impromptu And Extemporaneous Presentations Scripted And Memorized Presentations 11-3 Organizing The Presentation 11-3a The Opening 11-3b The Body Choose A Logical Sequence Establish Your Credibility Manage Negative Information 11-3c The Ending 11-3d Humor in Business Presentations 11-4 Planning Team And Online Presentations 11-4a Team Presentations Achieving Coherence Practicing The Team Presentation 11-4b Online Presentations 11-5 Developing Visual Support For Business Presentations 11-5a Creating Presentation Slides Present Your Main Points Clearly Make Your Presentation Easy To Follow Choose An Attractive, Appropriate Design Replace Text With Graphics Write Simply And Clearly 11-5b Using Presentation Slides 11-5c Using Video 11-5d Creating and Using Handouts 11-6 Practicing And Delivering The Presentation 11-6a Practicing the Presentation 11-6b Delivering the Presentation Managing Speech Anxiety Responding To Questions And Feedback Chapter 12: Employment Communication 12-1 Putting Your Best Self Forward 12-2 Preparing Your Résumé 12-2a Résumé Length 12-2b Résumé Format 12-2c Résumé Content Identifying Information Job Objective Education Work Experience Other Relevant Information Keywords 12-3 Managing Your Online Image 12-3a Your Online Reputation 12-3b LinkedIn 12-3c Creative Résumés 12-4 Writing Cover Letters And Inquiry Emails 12-4a Cover Letters Address And Salutation Opening Body Closing 12-4b Inquiry Emails 12-5 Preparing For A Job Interview 12-5a Researching the Organization 12-5b Practicing Interview Questions Standard Interviews Behavioral Interviews Case Interviews Stress Interviews 12-5c Managing a Video or Phone Interview 12-5d Preparing Your Own Questions 12-6 Conducting Yourself During And After The Interview 12-6a Dressing for Success 12-6b Acting Professionally 12-6c Demonstrating Confidence and Focusing on Your Qualifications 12-6d Preparing for Multiple Interviewers 12-6e Assessing Yourself and the Company 12-6f Following Up Throughout the Process 12-7 Practicing Business Etiquette 12-7a Meeting and Greeting 12-7b Dining Before The Meal During The Meal After The Meal 12-7c Giving Gifts 12-7d Working in an Office Reference Manual A: Language Arts Basics Lab 1: Parts Of Speech Application Lab 2: Punctuation—Commas Commas Used Between Expressions Commas Used After Expressions Commas Used Before and After Expressions Application Lab 3: Punctuation—Other Marks Hyphens Semicolons Colons Apostrophes Periods Quotation Marks Italics (or Underlining) Ellipses Application Lab 4: Grammar Complete Sentences Modifiers (Adjectives and Adverbs) Agreement (Subject/Verb/Pronoun) Case Application Lab 5: Mechanics Abbreviations Capitalization Numbers Spelling Word and Paragraph Division Application Lab 6: Word Usage Application B: Formatting Business Documents Formatting Letters And Memos Letter and Punctuation Styles Stationery and Margins Required Letter Parts Optional Letter Parts Memo Header Format Formatting Reports C: Common Types Of Reports Periodic Reports Routine Management Reports Compliance Reports Progress Reports Proposals Project Proposals Research Proposals Policies And Procedures Policy Procedure Situational Reports D: Glossary Index