Business communication : in person, in print, online

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