Business Communication: Building Critical Skills

Title
Contents
Unit One Building Blocks for Effective Messages
	Module 1 Business Communication, Management, and Success
		Will I really have to write?
		Don’t I know enough about communication?
		What does communication accomplish?
			The Importance of Listening, Speaking, and Interpersonal Communication
			The Purposes of Messages in Organizations
		How much does correspondence cost?
		What makes a message effective?
		How should I analyze business communication situations?
		Building a Critical Skill Thinking Creatively
	Module 2 Adapting Your Message to Your Audience
		Building a Critical Skill Understanding What Your Organization Wants
		Who is my audience?
		Why is my audience so important?
			Audience and PAIBOC
			Audience and the Communication Process
		What do I need to know about my audience(s)?
			Analyzing Individuals and Members of Groups
			Analyzing People in Organizations
		Now that I have my analysis, what do I do with it?
		What if my audiences have different needs?
		How do I reach my audience(s)?
	Module 3 Communicating Across Cultures
		What is “culture”?
		How does culture affect business communication?
			Values, Beliefs, and Practices
			Nonverbal Communication
			Body Language
			Space
			Time
			Oral Communication
			Writing to International Audiences
		There are so many different cultures! How can I know enough to communicate?
		Are differences among generations changing the workplace and how we communicate?
		Building a Critical Skill Dealing with Discrimination
		How can I make my documents bias-free?
			Making Language Nonsexist
			Making Language Nonracist and Nonagist
			Talking about People with Disabilities and Diseases
			Choosing Bias-Free Photos and Illustrations
	Module 4 Planning, Writing, and Revising
		Does it matter what process I use?
		I don’t have much time. How should I use it?
		What planning should I do before I begin writing or speaking?
		What is revision? How do I do it?
		Can a grammar checker do my editing for me?
		I spell check. Do I still need to proofread?
		How can I get better feedback?
		Building a Critical Skill Revising after Feedback
		Can I use form letters?
		How can I overcome writer’s block and procrastination?
	Module 5 Designing Documents, Slides, and Screens
		How should I design paper pages?
			Use White Space
			Use Headings
			Limit the Use of Words Set in All Capital Letters
			Use No More than Two Fonts in a Single Document
			Decide Whether to Justify Margins Based on the Situation and the Audience
		How should I design presentation slides?
		How should I design Web pages?
		How do I know whether my design works?
		Building a Critical Skill Using Computers to Create Good Design
		When should I think about design?
Unit Two Creating Goodwill
	Module 6 You-Attitude
		How do I create you-attitude in my sentences?
			1. Talk about the Reader, Not about Yourself
			2. Refer to the Reader’s Request or Order Specifically
			3. Don’t Talk about Feelings, Except to Congratulate or Offer Sympathy
			4. In Positive Situations, Use You More Often than I. Use We When It Includes the Reader
			5. Avoid You in Negative Situations
		Does you-attitude basically mean using the word
		you? I’ve revised my sentences. Do I need to do anything else?
		Building a Critical Skill Seeing Another Point of View
	Module 7 Positive Emphasis
		How do I create positive emphasis?
			1. Avoid Negative Words and Words with Negative Connotations
			2. Focus on What the Reader Can Do Rather than on Limitations
			3. Justify Negative Information by Giving a Reason or Linking It to a Reader Benefit
			4. If the Negative Is Truly Unimportant, Omit It
		Building a Critical Skill Using Positive Emphasis Ethically
			5. Bury the Negative Information and Present It Compactly
		Why do I need to think about tone, politeness, and power?
		What’s the best way to apologize?
	Module 8 Reader Benefits
		Why do reader benefits work?
		How do I identify reader benefits?
			1. Think of Feelings, Fears, and Needs That May Motivate Your Reader. Then Identify Features of Your Product or Policy That Meet Those Needs
			2. Identify the Features of Your Product or Policy. Then Think How These Features Could Benefit the Audience
		How detailed should each benefit be?
		How do I decide which benefits to use?
			1. Use at Least One Benefit for Each Part of Your Audience
			2. Use Intrinsic Benefits
			3. Use the Benefits You Can Develop Most Fully
		Building a Critical Skill Matching the Benefit to the Audience
		What else do reader benefits need?
Unit Three Letters, Memos, E-Mail, and Web Writing
	Module 9 Formats for Letters and Memos
		How should I set up letters?
		Building a Critical Skill Creating a Professional Image, 1
		What courtesy titles should I use?
			When You Know the Reader’s Name and Gender
			When You Know the Reader’s Name but Not the Gender
			When You Know Neither the Reader’s Name Nor Gender
		How should I set up memos?
	Module 10 Effective, Informative and Positive Messages
		What’s the best subject line for an informative or positive message?
			Making Subject Lines Specific
			Making Subject Lines Concise
			Making Subject Lines Appropriate for the Pattern of Organization
		How should I organize informative and positive messages?
		When should I use reader benefits in informative and positive messages?
		What are the most common kinds of informative and positive messages?
			Transmittals
			Confirmations
			Summaries
			Adjustments and Responses to Complaints
			Thank-You and Congratulatory Notes
		How can I apply what I’ve learned in this module?
			Problem
			Analysis of the Problem
		Building a Critical Skill Writing a Goodwill Ending
			Discussion of the Sample Solutions
	Module 11 Negative Messages
		What’s the best subject line for a negative message?
		How should I organize negative messages?
			Giving Bad News to Customers and Other People Outside Your Organization
		Building a Critical Skill Thinking about the Legal Implications of What You Say
			Giving Bad News to Superiors
			Giving Bad News to Peers and Subordinates
		When should I consider using a buffer?
		What are the most common kinds of negative messages?
			Rejections and Refusals
			Disciplinary Notices and Negative Performance Appraisals
			Layoffs and Firings
		How can I apply what I’ve learned in this module?
			Problem
			Analysis of the Problem
			Discussion of the Sample Solutions
	Module 12 Persuasive Messages
		What is the best persuasive strategy?
		What is the best subject line for a persuasive message?
		How should I organize persuasive messages?
			Writing Direct Requests
			Organizing Problem-Solving Messages
		How do I identify and overcome objections?
		What other techniques can make my messages more persuasive?
			Build Credibility
			Build Emotional Appeal
			Use the Right Tone
		Building a Critical Skill Building Common Ground
			Offer a Reason for the Reader to Act Promptly
		What are the most common kinds of persuasive messages?
			Orders
			Collection Letters
			Performance Appraisals
			Letters of Recommendation
		How can I apply what I’ve learned in this module?
			Problem
			Analysis of the Problem
			Discussion of the Sample Solutions
	Module 13 E-Mail Messages and Web Writing
		How should I set up e-mail messages?
		What kinds of subject lines should I use for e-mail messages?
			Subject Lines for Informative and Positive E-Mail Messages
			Subject Lines for Negative E-Mail Messages
			Subject Lines for Persuasive E-Mail Messages
		Should I write e-mail messages the same way I write paper messages?
			Writing Positive and Informative E-Mail Messages
			Writing Negative E-Mail Messages
			Writing Persuasive E-Mail Messages
		Building a Critical Skill Managing Your Time
		What e-mail “netiquette” rules should I follow?
		How and when should I use attachments?
		What style should I use when writing for the Web?
		Can I use blogging on the job?
		Can I use social networking tools for business situations?
			Facebook and MySpace
			Spoke and LinkedIn
			Twitter
			YouTube
		What other technologies use the Internet?
Unit Four Polishing Your Writing
	Module 14 Editing for Grammar and Punctuation
		Building a Critical Skill Creating a Professional Image, 2
		What grammatical errors do I need to be able to fix?
			Agreement
			Case
			Dangling Modifier
			Misplaced Modifier
			Parallel Structure
			Predication Errors
		How can I fix sentence errors?
			Comma Splices
			Run-On Sentences
			Fused Sentences
			Sentence Fragments
		Should I put a comma every place I’d take a breath?
		What punctuation should I use inside sentences?
			Apostrophe
			Colon
			Comma
			Dash
			Hyphen
			Parentheses
			Period
			Semicolon
		What do I use when I quote sources?
			Quotation Marks
			Square Brackets
			Ellipses
			Underlining and Italics
		How should I write numbers and dates?
		How do I mark errors I find in proofreading?
	Module 15 Choosing the Right Word
		Does using the right word really matter?
			Getting Your Meaning Across
			Getting the Response You Want
		Building a Critical Skill Thinking Critically
		How do words get their meanings?
		Is it OK to use jargon?
		What words confuse some writers?
	Module 16 Revising Sentences and Paragraphs
		What is “good” style?
		Building a Critical Skill Using the Right Tone
		Are there rules I should follow?
		What should I look for when I revise sentences?
			1. Use Active Verbs Most of the Time
			2. Use Verbs to Carry the Weight of Your Sentence
			3. Tighten Your Writing
			4. Vary Sentence Length and Sentence Structure
			5. Use Parallel Structure
			6. Put Your Readers in Your Sentences
		What should I look for when I revise paragraphs?
			1. Begin Most Paragraphs with Topic Sentences
			2. Use Transitions to Link Ideas
		How does organizational culture affect style?
Unit Five Interpersonal Communication
	Module 17 Listening
		What do good listeners do?
			Pay Attention
			Focus on the Other Speaker(s) in a Generous Way
			Avoid Making Assumptions
			Listen for Feelings as Well as Facts
		What is active listening?
		How do I show people that I’m listening to them?
		Building a Critical Skill Leading by Listening
		Can I use these techniques if I really disagree with someone?
	Module 18 Working and Writing in Teams
		What kinds of messages should groups attend to?
		What roles do people play in groups?
			Leadership in Groups
			Characteristics of Successful Student Groups
		Building a Critical Skill Leading Without Being Arrogant
			Peer Pressure and Groupthink
		How should we handle conflict?
			Steps in Conflict Resolution
			Responding to Criticism
			You-Attitude in Conflict Resolution
		How can we create the best co-authored documents?
			Planning the Work and the Document
			Composing the Drafts
			Revising the Document
			Editing and Proofreading the Document
			Making the Group Process Work
	Module 19 Planning, Conducting, and Recording Meetings
		What planning should precede a meeting?
		When I’m in charge, how do I keep the meeting on track?
		What decision-making strategies work well in meetings?
		Building a Critical Skill Networking
		How can I be an effective meeting participant?
		What should go in meeting minutes?
		How can I use informal meetings with my boss to advance my career?
		Do electronic meetings require special consideration?
	Module 20 Making Oral Presentations
		What decisions do I need to make as I plan a presentation?
			Choosing the Kind of Presentation
			Adapting Your Ideas to the Audience
			Planning Visuals and Other Devices to Involve the Audience
		How can I create a strong opener and close?
		Building a Critical Skill Finding Your Best Voice
		How should I organize a presentation?
		What are the keys to delivering an effective presentation?
			Transforming Fear
			Using Eye Contact
			Standing and Gesturing
			Using Notes and Visuals
		How should I handle questions from the audience?
		What are the guidelines for group presentations?
Unit Six Research, Reports, and Visuals
	Module 21 Proposals and Progress Reports
		What is a “report”?
		What should I do before I write a proposal?
		What should go in a proposal?
			Proposals for Class Research Projects
			Sales Proposals
		Building a Critical Skill Identifying “Hot Buttons”
			Proposals for Funding
			Figuring the Budget and Costs
		What should go in a progress report?
			Chronological Progress Reports
			Task Progress Reports
			Recommendation Progress Reports
	Module 22 Finding, Analyzing, and Documenting Information
		How can I find information online and in print?
		Building a Critical Skill Using the Internet for Research
		How do I write questions for surveys and interviews?
		How do I decide whom to survey or interview?
		How should I analyze the information I’ve collected?
			Understanding the Source of the Data
			Analyzing Numbers
			Analyzing Words
			Checking Your Logic
		How should I document sources?
	Module 23 Short Reports
		Do different kinds of reports use different patterns of organization?
			Informative and Closure Reports
			Feasibility Reports
			Justification Reports
		What are the basic strategies for organizing information?
			1. Comparison/Contrast
			2. Problem-Solution
			3. Elimination of Alternatives
			4. General to Particular or Particular to General
			5. Geographic or Spatial
			6. Functional
			7. Chronological
		Should I use the same style for reports as for other business documents?
			1. Say What You Mean
			2. Tighten Your Writing
		Building a Critical Skill Asking Specific and Polite Questions
			3. Use Blueprints, Transitions, Topic Sentences, and Headings
	Module 24 Long Reports
		I’ve never written anything so long. How should I organize my time?
		How do I create each of the parts of a formal report?
			Title Page
			Letter or Memo of Transmittal
			Table of Contents
		Building a Critical Skill Choosing a Long Report Format and Style
			List of Illustrations
			Executive Summary
			Introduction
			Background or History
			Conclusions and Recommendations
	Module 25 Using Visuals
		What are stories, and how do I find them?
		Does it matter what kind of visual I use?
		What design conventions should I follow?
			Tables
			Pie Charts
			Bar Charts
			Line Graphs
		Can I use color and clip art?
		What else do I need to check for?
		Building a Critical Skill Integrating Visuals into Your Text
		Can I use the same visuals in my document and my presentation?
Unit Seven Job Hunting
	Module 26 Researching Jobs
		What do I need to know about myself to job hunt?
		What do I need to know about companies that might hire me?
		Building a Critical Skill Choosing Whether to Stay or Go
		Should I do information interviews?
		What is the “hidden job market”? How do I tap into it?
		What do I do if I’ve got a major weakness?
			“All My Experience Is in My Family’s Business”
			“I’ve Been Out of the Job Market for a While”
			“I Want to Change Fields”
			“I Was Fired”
			“I Don’t Have Any Experience”
			“I’m a Lot Older than They Want”
	Module 27 Résumés
		How can I encourage the employer to pay attention to my résumé?
		Building a Critical Skill Using a Computer to Create Résumés
		What kind of résumé should I use?
		How do the two résumés differ?
			Chronological Résumés
			Skills Résumés
		What parts of the two résumés are the same?
			Career Objective
			Summary of Qualifications
			Education
			Honors and Awards
			References
		What should I do if the standard categories don’t fit?
		Should I limit my résumé to just one page?
		How do I create a scannable résumé?
		How should I prepare an online résumé?
		Can I use a video résumé?
	Module 28 Job Application Letters
		What kind of letter should I use?
		How are the two letters different?
			The First Paragraph of a Solicited Letter
			First Paragraphs of Prospecting Letters
			Last Paragraphs
		What parts of the two letters are the same?
			Showing a Knowledge of the Position and the Company
			Separating Yourself from Other Applicants
		Building a Critical Skill Targeting a Specific Company in Your Letter
		Can I use T-letters?
		How long should my letter be?
		How do I create the right tone?
			You-Attitude
			Positive Emphasis
		The company wants an e-mail application. What should I do?
	Module 29 Job Interviews
		Why do I need an interview strategy?
		What details should I think about?
			What to Wear
			What to Bring to the Interview
			Note-Taking
			How to Get There
		Should I practice before the interview?
			How to Act
			Parts of the Interview
			Stress Interviews
		How should I answer traditional interview questions?
		Building a Critical Skill Negotiating Salary and Benefits
		How can I prepare for behavioral and situational interviews?
		How can I prepare for phone or video interviews?
	Module 30 Follow-Up Letters and Calls and Job Offers
		What should I say in a follow-up phone call or letter?
		What do I do if my first offer isn’t the one I most want?
		Building a Critical Skill Being Enthusiastic
		Is there anything else I should do?
Glossary
Polishing Your Prose Answers
Endnotes
Credits
Index