Business And Professional Communication: Principles And Skills For Leadership

Cover
Title Page
Copyright Page
Dedication
Brief Contents
Contents
Preface
Acknowledgments
1 Communicating and Leading at Work
	1.1 Communication and Leadership
		1.1.1 Communication and You
		1.1.2 Leadership and You
	1.2 Communication: Making Sense and Sharing Sense
		1.2.1 The Nature of Communication
			COMMUNICATION IS ABOUT MAKING SENSE
			COMMUNICATION IS ABOUT SHARING SENSE
			COMMUNICATION IS ABOUT CREATING MEANING
			COMMUNICATION OCCURS THROUGH VERBAL AND NONVERBAL MESSAGES
		1.2.2 The Components of Communication
	1.3 Leadership: Influencing Others Through Communication
		1.3.1 The Relationship Between Leadership and Communication
		Leaders Communicating @ Work
		1.3.2 Leading Versus Managing
		1.3.3 Leading Versus Following
		1.3.4 Leading and Technology
		# Technology and Communication @ Work
	1.4 Leading Others: Applying Communication Principles at Work
		1.4.1 Principle One: Leaders Are Aware of Their Communication with Themselves and Others
		Communication Ethics @ Work
		1.4.2 Principle Two: Effectively Use and Interpret Verbal Messages
		1.4.3 Principle Three: Effectively Use and Interpret Nonverbal Messages
		1.4.4 Principle Four: Listen and Respond Thoughtfully to Others
		1.4.5 Principle Five: Appropriately Adapt Messages to Others
		Recap
	Summary: Communicating and Leading at Work
2 Being Aware of How You Communicate at Work
	2.1 Be Aware of Leadership Approaches
		2.1.1 The Trait Approach
		2.1.2 The Functional Approach
		2.1.3 The Styles Approach
		2.1.4 The Situational Approach
		2.1.5 The Transformational Leadership Approach
		Recap
	2.2 Be Aware of Leadership Assumptions
		2.2.1 Classical Approach Assumptions
		2.2.2 Human Relations Assumptions
		Leaders Communicating @ Work
		2.2.3 Human Resources Assumptions
	2.3 Be Aware of Organizational Culture
		Communication Ethics @ Work
		2.3.1 Organizational Culture is Communicated Both Explicitly and Implicitly
		2.3.2 Organizational Culture Includes Multiple Factors
		2.3.3 Using Organizational Culture to Lead
	2.4 Be Aware of Organizational Power
		2.4.1 Types of Organizational Power
		2.4.2 Abuse of Organizational Power: Sexual Harassment
		# Technology and Communication @ Work
	Summary: Being Aware of How You Communicate at Work
3 Using Verbal and Nonverbal Messages
	3.1 Communicating Clear Verbal Messages
		# Technology and Communication @ Work
	3.2 Communicating Supportive Verbal Messages
		3.2.1 Use Descriptive “I” Language Rather Than Evaluative “You” Language
		3.2.2 Solve Problems Rather Than Control Others
		3.2.3 Be Genuine Rather Than Manipulative
		3.2.4 Empathize Rather Than Detach from Others
		Recap
		3.2.5 Be Flexible Rather Than Rigid
		3.2.6 Present Yourself as Equal Rather Than as Superior
	3.3 Understanding Nonverbal Message Characteristics
		3.3.1 Nonverbal Messages Form Relationships
		3.3.2 Nonverbal Messages Express Truth
		3.3.3 Nonverbal Messages Are Culture Bound
	3.4 Using and Interpreting Nonverbal Messages
		3.4.1 Physical Appearance
			PHYSICAL ATTRACTION
			CLOTHING
			ARTIFACTS
		3.4.2 Voice
		3.4.3 Gestures and Body Movement
			EMBLEMS
			ILLUSTRATORS
			REGULATORS
		3.4.4 Facial Expression and Eye Contact
		Leaders Communicating @ Work
		3.4.5 Space
		3.4.6 Time
		3.4.7 Touch
		3.4.8 Physical Environment
		Summary: Using Verbal and Nonverbal Messages
4 Listening and Responding
	4.1 Hearing and Listening
		4.1.1 The Difference Between Hearing and Listening
		4.1.2 Listening Problems
		Leaders Communicating @ Work
	4.2 Turning off Competing Messages
	4.3 Listening with your Eyes
	4.4 Listening to Understand Both Major Ideas and Details
		Communication Ethics @ Work
		4.4.1 Listen for Major Ideas in the Message
		4.4.2 Listen for the Details in the Message
		# Technology and Communication @ Work
		4.4.3 Link the Details with the Main Ideas
		Recap
	4.5 Responding Effectively
		4.5.1 Responding Verbally
		4.5.2 Responding Nonverbally
		Rating Scale 4.1
		4.5.3 Responding Empathically
			ASK APPROPRIATE QUESTIONS
			PARAPHRASE MESSAGE CONTENT
			PARAPHRASE EMOTIONS
		Summary: Listening and Responding
5 Adapting to Differences
	5.1 Adapting to Social Style Differences
		5.1.1 Identifying Social Style
		Rating Scale 5.1
		Communication Ethics @ Work
		5.1.2 Adapting to Social Styles
	5.2 Adapting to Cultural Differences
		Leaders Communicating @ Work
		5.2.1 Cultural Context
		5.2.2 Cultural Values
			INDIVIDUALISM VERSUS COLLECTIVISTIC
			DECENTRALIZED VERSUS CENTRALIZED POWER
		# Technology and Communication @ Work
			ACCEPTANCE OF UNCERTAINTY VERSUS PREFERENCE FOR CERTAINTY
			SHORT-TERM VERSUS LONG-TERM ORIENTATION
			MASCULINE VERSUS FEMININE VALUES
		5.2.3 Strategies for Adapting
		Recap
	5.3 Adapting to Gender Differences
		5.3.1 Conversational Rituals
			RITUAL APOLOGY
			RITUAL OPPOSITION
			COMPLIMENTS
			SMALL-TALK RITUALS
		5.3.2 Strategies for Adapting
	5.4 Adapting to Generational Differences
		5.4.1 Understanding Generation Y
		5.4.2 Strategies for Adapting
		Summary: Adapting to Differences
6 Relating to Others at Work
	6.1 Relating to Your Manager
		Leaders Communicating @ Work
	6.2 Relating to Your Coworkers
		A Few Recommendations
	6.3 Relating to Those You Lead
		Recap
	6.4 Understanding Conflict Styles
		6.4.1 Avoider
		6.4.2 Accommodator
		6.4.3 Competitor
		6.4.4 Collaborator
		6.4.5 Compromiser
	6.5 Managing Conflict at Work
		6.5.1 Skills for Managing Emotions
			SELECT A MUTUALLY ACCEPTABLE TIME AND PLACE TO DISCUSS THE CONFLICT
			MONITOR THE EMOTIONAL TEMPERATURE
			BE NONVERBALLY RESPONSIVE TO OTHERS
			AVOID PERSONAL ATTACKS, NAME-CALLING, PROFANITY, AND GUNNY-SACKING
		6.5.2 Skills for Managing Conflict Conversations
			DESCRIBE THE PROBLEM
			ACHIEVE UNDERSTANDING
			IDENTIFY GOALS
		BRAINSTORM SOLUTIONS
			SELECT THE BEST SOLUTION
		Communication Ethics @ Work
		6.5.3 Skills for Managing Bullies
		# Technology and Communication @ Work
	Summary: Relating to Others at Work
7 Interviewing Principles and Skills
	7.1 Preparing the Interview
		7.1.1 Identify the Interview Goal
		7.1.2 Identify the Appropriate Person
			CONSULT PROFESSIONAL ORGANIZATIONS AND MEMBERSHIP DIRECTORIES
			USE ORGANIZATIONAL WEBSITES
			USE PERSONAL CONTACTS, ACQUAINTANCES, AND NETWORKS
			USE YOUR INSTRUCTORS
			CALL THE ORGANIZATION DIRECTLY
		7.1.3 Arrange the Interview
			SCHEDULE TIME
			IDENTIFY LOCATION
			ARRANGE PHYSICAL SETTING
		# Technology and Communication @ Work
	7.2 Structuring the Interview
		7.2.1 Identify Interview Topics
		7.2.2 Write Interview Questions
			OPEN QUESTIONS
			CLOSED QUESTIONS
			PROBING QUESTIONS
			HYPOTHETICAL QUESTIONS
		Recap
		7.2.3 Sequence Interview Questions
			FUNNEL SEQUENCE
			INVERTED FUNNEL SEQUENCE
			TUNNEL SEQUENCE
	7.3 Conducting the Interview
		Leaders Communicating @ Work
		7.3.1 Open the Interview
			MAKE A POSITIVE FIRST IMPRESSION
			ESTABLISH RAPPORT
			CLARIFY INTERVIEW GOALS
		7.3.2 Process the Interview
			INTERVIEWER’S ROLE
			INTERVIEWEE’S ROLE
		7.3.3 Close the Interview
			SUMMARIZE THE INTERVIEW
			ENCOURAGE FRIENDLY RELATIONS
			DISCUSS THE NEXT STEP
			EXCHANGE THANK-YOUS
		Recap
	7.4 Interviewing Ethics
		7.4.1 Interviewer Ethics
			STATE YOUR PURPOSE IN ADVANCE
			ALLOW THE INTERVIEWEE TO MAKE UNCOERCED RESPONSES
			ASK UNBIASED QUESTIONS
			AVOID UNLAWFUL QUESTIONS
			CONVEY HONEST, ACCURATE INFORMATION
			RESPECT CONFIDENTIALITY
		7.4.2 Interviewee Ethics
			ANSWER QUESTIONS HONESTLY
			KEEP YOUR WORD
			RESPECT CONFIDENTIALITY
	Summary: Interviewing Principles and Skills
8 Interviewing Goals
	8.1 Information-Gathering Interviews
		8.1.1 Preparing an Information-Gathering Interview
			IDENTIFY THE INTERVIEW GOAL
			IDENTIFY THE PERSON AND SCHEDULE THE INTERVIEW
		8.1.2 Conducting an Information-Gathering Interview
			OPEN THE INTERVIEW
			PROCESS THE INTERVIEW
			CLOSE THE INTERVIEW
		8.1.3 Following Up an Information-Gathering Interview
			EXPRESS THANKS
			PROCESS YOUR NOTES
		Leaders Communicating @ Work
			TAKE THE NEXT STEP
	8.2 Job Interviews
		8.2.1 Preparing a Job Interview
		8.2.2 Identify the Interview Goal
		Communication Ethics @ Work
		8.2.3 Develop a Resume
		8.2.4 Identify and Research Appropriate Organization, Position, and Contact Person
		8.2.5 Write a Cover Letter
		8.2.6 Schedule the Interview
		8.2.7 Conducting a Job Interview
		OPEN THE INTERVIEW
		8.2.8 Process the Interview
		8.2.9 Close the Interview
		8.2.10 Following Up on a Job Interview
			EXPRESS THANKS
			FOLLOW THROUGH
	8.3 Appraisal Interviews
		8.3.1 Preparing an Appraisal Interview
			IDENTIFY THE INTERVIEW GOAL
			ANALYZE THE INDIVIDUAL’S PERFORMANCE
		# Technology and Communication @ Work
			SCHEDULE THE INTERVIEW
		8.3.2 Conducting an Appraisal Interview
			OPEN THE INTERVIEW
			PROCESS THE INTERVIEW
			CLOSE THE INTERVIEW
		8.3.3 Following Up an Appraisal Interview
			ACKNOWLEDGE CHANGED BEHAVIOR
			READDRESS UNCHANGED BEHAVIOR
		Recap
	Summary: Interviewing Goals
9 Collaborating in Teams
	9.1 Elements of Teamwork
		9.1.1 Differences Between Groups and Teams
			WHAT’S A GROUP?
			WHAT’S A TEAM?
		Recap
		9.1.2 Characteristics of Effective Teams
			SPECIFY A CLEAR, ELEVATING GOAL
			DEVELOP A RESULTSDRIVEN STRUCTURE
			INCLUDE COMPETENT TEAM MEMBERS
			DEVELOP A UNIFIED COMMITMENT
		Communication Ethics @ Work
			CREATE A COLLABORATIVE CLIMATE
			MAINTAIN HIGH STANDARDS OF EXCELLENCE
			DRAW UPON EXTERNAL SUPPORT AND RECOGNITION
			REINFORCE PRINCIPLED LEADERSHIP
		Leaders Communicating @ Work
		9.1.3 Working in Virtual Teams
			TELEPHONE CONFERENCES
			EMAIL AND TEXT COLLABORATION
			VIDEOCONFERENCES
			WEB-BASED COLLABORATION
		# Technology and Communication @ Work
	9.2 Understanding Team Dynamics
		9.2.1 Team Roles
			TASK ROLES
			SOCIAL ROLES
			INDIVIDUAL ROLES
		9.2.2 Team Norms
		9.2.3 Team Networks
			ALL CHANNEL
			CHAIN NETWORK
			WHEEL NETWORK
	9.3 Improving Team Dynamics
		9.3.1 How to Develop Team Ground Rules
		9.3.2 How to Develop a Team Mission Statement
		9.3.3 How to Manage Team Status Differences
		9.3.4 How to Manage Team Power Differences
		9.3.5 How to Enhance Team Cohesiveness
	9.4 Approaches to Enhancing Teamwork
		9.4.1 The Descriptive Approach—Describing Team Development
			ORIENTATION
			CONFLICT
			EMERGENCE
			REINFORCEMENT
			THE PROCESS NATURE OF TEAMS
		9.4.2 The Functional Approach—Understanding Team Functions
			GOAL FUNCTION
			ANALYSIS FUNCTION
			IDEA GENERATION FUNCTION
			EVALUATION FUNCTION
			PERSONAL SENSITIVITY FUNCTION
		9.4.3 The Prescriptive Approach—Identifying Team Strategies
		Summary: Collaborating in Teams
10 Enhancing Team Meetings
	10.1 Meeting Essentials—A Balance of Structure and Interaction
		10.1.1 Providing Meeting Structure
		10.1.2 Encouraging Meeting Interaction
	10.2 Preparing for Meetings
		10.2.1 Determining Whether to Have a Meeting
			WHEN COLLABORATION IS NEEDED
			WHEN UNCERTAINTY IS HIGH
			WHEN PEOPLE MAY RESIST A DECISION OR A PROPOSED SOLUTION
			WHEN INFORMATION COMES FROM MULTIPLE SOURCES
			WHEN THE TASK OR PROJECT IS COMPLEX
		10.2.2 Determining the Meeting Goal
			SHARING INFORMATION
			DISCUSSING INFORMATION
			TAKING ACTION
		Leaders Communicating @ Work
		10.2.3 Developing the Meeting Agenda
			IDENTIFY MEETING ISSUES AND QUESTIONS
			GROUP ISSUES AND QUESTIONS ACCORDING TO MEETING GOALS
			ESTIMATE HOW MUCH TIME TO BUDGET FOR EACH QUESTION OR ISSUE
			STRATEGICALLY SEQUENCE AGENDA ITEMS
		# Technology and Communication @ Work
		10.2.4 Leading Team Meetings
		Recap
	10.3 Planning Problem-Solving Meetings
		10.3.1 The Nature of Problem Solving
		10.3.2 The Steps of Problem Solving
			STEP 1: IDENTIFY AND DEFINE THE PROBLEM
			STEP 2: ANALYZE THE PROBLEM
			STEP 3: GENERATE POSSIBLE SOLUTIONS
			STEP 4: SELECT THE BEST SOLUTION
		Communication Ethics @ Work
			STEP 5: TEST AND IMPLEMENT THE SOLUTION.
		Recap
	10.4 Developing Creative Solutions
		10.4.1 Traditional Brainstorming
		10.4.2 Silent Brainstorming—Nominal-Group Technique
		10.4.3 Absentee Brainstorming—Delphi Technique
		10.4.4 Electronic Brainstorming
		Recap
	10.5 Managing Meeting Interaction
		10.5.1 Facilitating Discussion
			BE A GATEKEEPER
			FOCUS ON THE GOAL
			MONITOR TIME
			STRUCTURE INTERACTION
		Recap
		10.5.2 Avoiding Groupthink
			GROUPTHINK TRIGGERS
			HOW TO AVOID GROUPTHINK
		10.5.3 Reaching Consensus
			USE METADISCUSSION
			LISTEN AND SUMMARIZE
			KEEP IT REAL
	Summary: Enhancing Team Meetings
11 Developing Your Professional Presentation
	11.1 Confidently Communicating to Others
		11.1.1 Understanding Your Apprehension
			WHY DO YOU BECOME NERVOUS?
			WHEN ARE YOU MOST LIKELY TO FEEL NERVOUS?
			HOW MUCH DOES YOUR NERVOUSNESS SHOW?
			HOW CAN YOU USE NERVOUSNESS PRODUCTIVELY?
		11.1.2 Tips for Building Your Confidence
			DON’T PROCRASTINATE
			KNOW YOUR AUDIENCE
			RECREATE THE SPEECH ENVIRONMENT WHEN YOU REHEARSE
			VISUALIZE SUCCESS
			BREATHE
			CHANNEL YOUR NERVOUSNESS
			GIVE YOURSELF A PEP TALK
			LOOK FOR FRIENDLY FACES WHEN YOU SPEAK
			SEEK SPEAKING OPPORTUNITIES
			BE PREPARED
		Recap
	11.2 Consider Your Audience
		Leaders Communicating @ Work
		11.2.1 Analyzing your Audience Before You Speak
			CONSIDER DEMOGRAPHIC INFORMATION
			CONSIDER THE PSYCHOLOGICAL PROFILE OF YOUR AUDIENCE
		# Technology and Communication @ Work
			CONSIDER THE SITUATION
		11.2.2 Analyzing Your Audience as You Speak
			OBSERVE EYE CONTACT
			OBSERVE FACIAL EXPRESSION
			OBSERVE MOVEMENT
			OBSERVE RESPONSES
			RESPOND TO YOUR OBSERVATIONS
		11.2.3 Analyzing Your Audience after You Speak
			NONVERBAL RESPONSES
			VERBAL RESPONSES
			SURVEY RESPONSES
			BEHAVIORAL RESPONSES
	11.3 Select and Narrow Your Topic
		11.3.1 Determine Your Purpose
			DETERMINE YOUR GENERAL PURPOSE
			DETERMINE YOUR SPECIFIC PURPOSE
		11.3.2 Develop Your Central Idea
			ONE SENTENCE
			ONE KEY IDEA
			AUDIENCE CENTERED
		Recap
		11.3.3 Generate Your Main Ideas
	11.4 Support Your Presentation
		11.4.1 Sources of Supporting Material
			THE INTERNET
			THE LIBRARY
			YOU AND PEOPLE YOU KNOW
		Communication Ethics @ Work
		11.4.2 Types of Supporting Material
			ILLUSTRATIONS
			DESCRIPTIONS AND EXPLANATIONS
			DEFINITIONS
			OPERATIONAL DEFINITION
			ANALOGIES
			STATISTICS
			OPINIONS
		Recap
	11.5 Organize Your Presentation
		11.5.1 Organizing Your Main Ideas
			ORGANIZE IDEAS CHRONOLOGICALLY
			ORGANIZE IDEAS TOPICALLY
			ORGANIZE IDEAS BY IMPORTANCE
			ORGANIZE IDEAS BY THEIR COMPLEXITY
			ORGANIZE IDEAS SPATIALLY
			ORGANIZE IDEAS TO SHOW CAUSE AND EFFECT
			ORGANIZE IDEAS BY PROBLEM AND SOLUTION
		Recap
			ADAPT ORGANIZATION TO CULTURAL EXPECTATIONS OF YOUR AUDIENCE
			ORGANIZING YOUR PRESENTATION FOR THE EAR
			PREVIEWS
			VERBAL TRANSITIONS
			NONVERBAL TRANSITIONS
			SUMMARIES
		11.5.2 Introducing Your Presentation
			GET THE AUDIENCE’S ATTENTION
			INTRODUCE THE TOPIC
			GIVE THE AUDIENCE A REASON TO LISTEN
			ESTABLISH YOUR CREDIBILITY
			PREVIEW YOUR MAIN IDEAS
		11.5.3 Concluding Your Presentation
			SUMMARIZE THE SPEECH
			REEMPHASIZE THE CENTRAL IDEA IN A MEMORABLE WAY
			MOTIVATE THE AUDIENCE TO RESPOND
			PROVIDE CLOSURE
		Recap
		11.5.4 Outlining Your Presentation
			PREPARATION OUTLINE
			DELIVERY OUTLINE
		Sample Speech by Douglas Starr
	Summary: Developing Your Professional Presentation
12 Delivering Professional Presentations
	12.1 Methods of Delivering Your Presentation
		12.1.1 Manuscript Speaking
		12.1.2 Memorized Speaking
		12.1.3 Improvising—Impromptu Speaking
			IDENTIFY THE NUMBER OF POINTS YOU WISH TO MAKE
			ORGANIZE BEFORE YOU SPEAK
			BE BRIEF
			SPEAK HONESTLY AND DRAW ON PERSONAL EXPERIENCE
			ALWAYS KEEP YOUR AUDIENCE IN MIND
		12.1.4 Conversing—Extemporaneous Speaking
		Recap
	12.2 Effective Delivery Strategies
		12.2.1 Look Up—Maximize Eye Contact
		12.2.2 Move Meaningfully—Use Appropriate Gestures, Movement, and Posture
			GESTURES
			MOVEMENT
			POSTURE
		12.2.3 Express Emotions—Use Appropriate Facial Expressions
		12.2.4 Look Good—Monitor Personal Appearance
		12.2.5 Speak Clearly—Use Appropriate Vocal Delivery
			VOLUME
			ARTICULATION
			PRONUNCIATION
			DIALECT
			PITCH
			RATE
		Leaders Communicating @ Work
		12.2.6 Speak Up—Tips for Using a Microphone
		Recap
	12.3 Adapting Your Presentation for the Media
		CONSIDER TONING DOWN YOUR GESTURES
		DRESS FOR VIDEO SUCCESS
		MONITOR YOUR FACIAL EXPRESSIONS
		KEEP IT SHORT
		CHOOSE YOUR WORDS WITH CARE AND STYLE
		BECOME FAMILIAR WITH THE TECHNOLOGY BEFORE YOU SPEAK
	12.4 Responding to Questions
		Prepare
		Repeat or Rephrase the Question
		Ask Yourself the First Question
		Stay on Message
		Listen Carefully and Nonjudgmentally
		Neutralize Hostile Questions
		Use Organizational Signposts
		Signal When the Q&A Period Is Concluding
	12.5 Presentation Aids
		12.5.1 Why Use Presentation Aids?
			ENHANCED ATTENTION
			ENHANCED UNDERSTANDING
			ENHANCED MEMORY
			ENHANCED ORGANIZATION
			ENHANCED SEQUENCING
		12.5.2 Types of Presentation Aids
			Charts
			Flipcharts
			Overhead Transparencies
			Video
			Audio
		12.5.3 Designing Presentation Aids
			MAKE THEM EASY TO SEE
			MAKE THEM SIMPLE
			DEVELOP A CONSISTENT VISUAL THEME
			COMMUNICATE NUMERICAL DATA VISUALLY
			CHOOSE A FONT WITH CARE
			USE ALL CAPITAL LETTERS SPARINGLY ON PRESENTATION AIDS
			USE COLOR TO CREATE A MOOD AND MAINTAIN ATTENTION
			DESIGN FOR CONTRAST
			USE BLACK AND WHITE EFFECTIVELY
			USE A STORYBOARD TO PLAN YOUR MESSAGE
		# Technology and Communication @ Work
		12.5.4 Using Computer-Generated Images
			USE WORDS SPARINGLY
			KEEP SIGHTS AND SOUNDS SIMPLE
			APPROPRIATELY TIME THE DISPLAY OF YOUR SLIDES
			REPEAT VISUAL ELEMENTS TO CREATE UNITY
			USE CLIP ART AND OTHER IMAGES
			ALLOW PLENTY OF TIME TO PREPARE YOUR PRESENTATION AIDS
		12.5.5 Using Presentation Aids
			REHEARSE WITH YOUR PRESENTATION AID
			MAKE EYE CONTACT WITH YOUR AUDIENCE, NOT WITH YOUR PRESENTATION AID
			TALK ABOUT YOUR PRESENTATION AID, DON’T JUST SHOW IT
			DO NOT PASS OBJECTS AMONG MEMBERS OF YOUR AUDIENCE
			USE HANDOUTS EFFECTIVELY
			TIME THE USE OF VISUALS TO CONTROL YOUR LISTENERS’ ATTENTION
		Recap
	Summary: Delivering Professional Presentations
13 Informing, Persuading, and Making Special Presentations
	13.1 Informing Others
		Leaders Communicating @ Work
			USE SIMPLE IDEAS
			PACE INFORMATION FLOW
			USE ADULT LEARNING STRATEGIES
			REINFORCE IDEAS NONVERBALLY
		13.1.1 Presenting Briefings
		13.1.2 Presenting Reports
		13.1.3 Presenting Public Relations Presentations
		13.1.4 Presenting Training Sessions
			ANALYZE ORGANIZATIONAL AND TRAINEE NEEDS
			ANALYZE THE TRAINING TASK
			DEVELOP TRAINING OBJECTIVES
			ORGANIZE TRAINING CONTENT
			DETERMINE TRAINING METHODS
			SELECT TRAINING RESOURCES
			COMPLETE TRAINING PLANS
			DELIVER TRAINING
			ASSESS THE TRAINING PROCESS
		# Technology and Communication @ Work
		13.2 Persuading Others
		13.2.1 Principles of Persuasion
			PEOPLE RESPOND TO RESOLVE DISSONANCE
			PEOPLE RESPOND TO MEET NEEDS
			PEOPLE RESPOND TO FEAR MESSAGES
			PEOPLE RESPOND TO POSITIVE MESSAGES
		Communication Ethics @ Work
		13.2.2 Strategies for Persuading
			EFFECTIVELY ESTABLISH YOUR CREDIBILITY
			EFFECTIVELY AND ETHICALLY USE EVIDENCE AND REASONING
		Recap
			USE EMOTION EFFECTIVELY AND ETHICALLY TO PERSUADE
			ORGANIZE YOUR PERSUASIVE MESSAGE EFFECTIVELY
		Recap
		13.2.3 Presenting to Sell
		13.2.4 Developing Your Sales Message
			HOOK YOUR LISTENER
			IDENTIFY THE CUSTOMER’S KEY ISSUE
			MAKE THE RECOMMENDATION
			STRESS BENEFITS, NOT FEATURES
			MAKE THE CLOSE
			RESPOND TO OBJECTIONS
		Leaders Communicating @ Work
		13.3 Making Special Presentations
		13.3.1 Introducing Others
		13.3.2 Presenting an Award
		13.3.3 Accepting an Award
		13.3.4 Making a Toast
	Summary: Informing, Persuading, and Making Special Presentations
14 Writing for Business
	14.1 Developing Business Writing Skills
		14.1.1 Organizing the Document
		14.1.2 Writing with Appropriate Style
			USE APPROPRIATE TONE AND VOCABULARY
			USE UNBIASED LANGUAGE
		14.1.3 Writing with Clarity
			USE SUBORDINATION
			AVOID REDUNDANCY
			DO NOT OVERUSE INTENSIFIERS
			AVOID TELEGRAPHIC LANGUAGE
		# Technology and Communication @ Work
	14.2 Using Technology and Email
		14.2.1 Learning to Use Technology Effectively
			CONSIDER THE QUALITIES OF THE MESSAGE
			CONSIDER THE EMOTIONAL IMPACT OF THE MESSAGE
			FOLLOW THE COMMUNICATION NORMS OF THE ORGANIZATION
			USE MULTIPLE CHANNELS
		14.2.2 Using Email
		Communication Ethics @ Work
	14.3 Writing Business Letters
		14.3.1 Correspondence
			DEVELOP GOODWILL
			INCLUDE STANDARD ELEMENTS OF CORRESPONDENCE
			DELIVER BAD NEWS TACTFULLY
			USE A STANDARD FORMAT
		14.3.2 Complaint Letters
		Leaders Communicating @ Work
	14.4 Writing Business Documents
		14.4.1 Memos
			HEADING
			BODY
			CLOSING
		14.4.2 Progress and Activity Reports
		14.4.3 Sales Proposals
			OUTLINE THE PROBLEM
			DISCUSS YOUR APPROACH
			DESCRIBE THE BENEFITS
			MENTION SCHEDULE AND COSTS
		14.4.4 Formal Reports
			FRONT MATTER
			BODY
			BACK MATTER
	Summary: Writing for Business
Appendix
Glossary
	A
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	C
	D
	E
	F
	G
	H
	I
	J
	K
	L
	M
	N
	O
	P
	Q
	R
	S
	T
	U
	V
	W
Notes
Credits
Index
	A
	B
	C
	D
	E
	F
	G
	H
	I
	J
	K
	L
	M
	N
	O
	P
	Q
	R
	S
	T
	U
	V
	W
	X
	Y
	Z