Business Communication for Success

Brief Contents
Contents
About the Author
Acknowledgments
Dedications
Preface
Chapter 1: Effective Business Communication
	1.1: Getting Started
	1.2: Why Is It Important to Communicate Well?
		Communication Influences Your Thinking about Yourself and Others
		Communication Influences How You Learn
		Communication Represents You and Your Employer
		Communication Skills Are Desired by Business and Industry
	1.3: What Is Communication?
		Defining Communication
		Eight Essential Components of Communication
			Source
			Message
			Channel
			Receiver
			Feedback
			Environment
			Context
			Interference
		Two Models of Communication
	1.4: Communication in Context
		Intrapersonal Communication
		Interpersonal Communication
		Group Communication
		Public Communication
		Mass Communication
	1.5: Your Responsibilities as a Communicator
		Communicator Is Prepared
			The Prepared Communicator Is Organized
			The Prepared Communicator Is Clear
			The Prepared Communicator Is Concise and Punctual
		Communicator Is Ethical
			The Ethical Communicator Is Egalitarian
			The Ethical Communicator Is Respectful
			The Ethical Communicator Is Trustworthy
			The “Golden Rule”
	1.6: Additional Resources
	Endnotes
Chapter 2: Delivering Your Message
	2.1: Getting Started
	2.2: What Is Language?
	2.3: Messages
		Primary Message Is Not the Whole Message
		Parts of a Message
	2.4: Mobile Communication Messages
		The Mobile Revolution
		Smartphones as a Communication Platform
		Impact of Mobile Communication on Businesses
		Designing Messages for Mobile Devices
			Direct Manipulation
		Visual Media for Mobile Devices
		Conclusion
	2.5: Principles of Verbal Communication
		Language Has Rules
		Our Reality Is Shaped by Our Language
		Language Is Arbitrary and Symbolic
		Language Is Abstract
		Language Organizes and Classifies Reality
	2.6: Language Can be an Obstacle to Communication
		Cliché
		Jargon
		Slang
		Sexist and Racist Language
		Euphemisms
		Doublespeak
	2.7: Emphasis Strategies
		Visual Communication
		Signposts
		Internal Summaries and Foreshadowing
		Repetition
	2.8: Improving Verbal Communication
		Define Your Terms
		Choose Precise Words
		Consider Your Audience
		Take Control of Your Tone
		Check for Understanding
		Be Results Oriented
	2.9: Additional Resources
	Endnotes
Chapter 3: Understanding Your Audience
	3.1: Getting Started
	3.2: Self-Understanding Is Fundamental to Communication
		Self-Concept
			Attitudes, Beliefs, and Values
			Self-Image and Self-Esteem
			Looking-Glass Self
		Self-Fulfilling Prophecy
	3.3: Perception
		Selection
		Organization
			Organization Schemes
			Gestalt Principles of Organization
		Interpretation
	3.4: Differences in Perception
		Why Don’t We All See Eye to Eye?
		Individual Differences in Perception
	3.5: Getting to Know Your Audience
		Demographic Traits
		Improving Your Perceptions of Your Audience
		Fairness in Communication
	3.6: Listening and Reading for Understanding
		Active Listening and Reading
		When the Going Gets Tough
	3.7: Additional Resources
	Endnotes
Chapter 4: Effective Business Writing
	4.1: Getting Started
	4.2: Oral versus Written Communication
	4.3: How Is Writing Learned?
		Reading
		Writing
		Constructive Criticism and Targeted Practice
		Critical Thinking
	4.4: Good Writing
		More Qualities of Good Writing
		Rhetorical Elements and Cognate Strategies
	4.5: Style in Written Communication
		Colloquial
		Casual
		Formal
	4.6: Principles of Written Communication
		Words Are Inherently Abstract
		Words Are Governed by Rules
		Words Shape Our Reality
		Words and Your Legal Responsibility
	4.7: Overcoming Barriers to Effective Written Communication
		Do Sweat the Small Stuff
		Get the Target Meaning
		Consider the Nonverbal Aspects of Your Message
		Review, Reflect, and Revise
	4.8: Additional Resources
	Endnotes
Chapter 5: Writing Preparation
	5.1: Getting Started
	5.2: Think, Then Write: Writing Preparation
		Thinking Critically
		Overcoming Fear of Writing
	5.3: A Planning Checklist for Business Messages
		Determining Your Purpose
		Credibility, Timing, and Audience
		Communication Channels
	5.4: Research and Investigation: Getting Started
		Narrowing Your Topic
		Focus on Key Points
		Planning Your Investigation for Information
		Staying Organized
	5.5: Ethics, Plagiarism, and Reliable Sources
		Business Ethics
		Giving Credit to Your Sources
		Challenges of Online Research
		Evaluating Your Sources
	5.6: Completing Your Research and Investigation
		Managing Your Time
		Compiling Your Information
	5.7: Reading and Analyzing
	5.8: Additional Resources
	Endnotes
Chapter 6: Writing
	6.1: Getting Started
	6.2: Organization
		General Purpose and Thesis Statements
		Organizing Principles
		Outlines
		Paragraphs
		Effective Sentences
		Transitions
	6.3: Writing Style
		Formal versus Informal
		Introductions: Direct and Indirect
		Adding Emphasis
		Active versus Passive Voice
		Commonly Confused Words
		Making Errors at the Speed of Light
	6.4: Making an Argument
		Effective Argumentation Strategies: GASCAP/T
		Evidence
		Appealing to Emotions
		Recognizing Fallacies
		Ethical Considerations in Persuasion
	6.5: Paraphrase and Summary versus Plagiarism
	6.6: Additional Resources
	Endnotes
Chapter 7: Revising and Presenting Your Writing
	7.1: Getting Started
	7.2: General Revision Points to Consider
		Evaluate Content
		Evaluate Organization
		Evaluate Style
		Evaluate Readability
	7.3: Specific Revision Points to Consider
		Format
		Facts
		Names
		Spelling
		Punctuation
			Commas
			Semicolons
			Apostrophes
		Grammar
			Subject-Verb Agreement
			Verb Tense
			Split Infinitive
			Double Negative
			Irregular Verbs
			Commas in a Series
			Faulty Comparisons
			Dangling Modifiers
			Misplaced Modifiers
	7.4: Style Revisions
		Break Up Long Sentences
		Revise Big Words and Long Phrases
		Evaluate Long Prepositional Phrases
		Delete Repetitious Words
		Eliminate Archaic Expressions or References
		Avoid Fillers
		Eliminate Slang
		Evaluate Clichés
		Emphasize Precise Words
		Evaluate Parallel Construction
		Obscured Verbs
		The “Is It Professional?” Test
	7.5: Evaluating the Work of Others
		Five Steps in Evalution
		Delivering the Evaluation
	7.6: Proofreading and Design Evaluation
		Proofreading
		Design Evaluation
			Framing
			Typefaces
			Paragraphs
			Visual Aids
			Designing Interactive Documents
	7.7: Additional Resources
	Endnotes
Chapter 8: Feedback in the Writing Process
	8.1: Getting Started
	8.2: Diverse Forms of Feedback
		Indirect Feedback
		Direct Feedback
		Internal Feedback
		External Feedback
			Hard Copy Documents and External Feedback
			External Feedback in a Virtual Environment
			User-Generated Feedback
		Interviews
		Surveys
		Focus Groups
	8.3: Qualitative and Quantitative Research
		Obtaining Feedback with Qualitative Research
		Obtaining Feedback with Quantitative Research
		What Is Validity?
		What Is Reliability?
		What Is Statistically Significant?
	8.4: Feedback as an Opportunity
		Evaluative Feedback
		Interpretive Feedback
		Supportive Feedback
		Probing Feedback
		Understanding Feedback
	8.5: Additional Resources
	Endnotes
Chapter 9: Business Writing in Action
	9.1: Getting Started
	9.2: Text, E-mail, and Netiquette
		Texting
			Tips for Effective Business Texting
		E-mail
			Tips for Effective Business E-mails
		Netiquette
			Virginia Shea’s Rules of Netiquette
	9.3: Memorandums and Letters
		Memos
			Memo Purpose
			Memo Format
			Five Tips for Effective Business Memos
			Audience Orientation
			Professional, Formal Tone
			Subject Emphasis
			Direct Format
			Objectivity
		Letters
			Strategies for Effective Letters
	9.4: Business Proposal
		Common Proposal Elements
			Idea
			Traditional Categories
			Ethos, Pathos, and Logos
			Professional
		Two Types of Business Proposals
			Solicited
			Unsolicited
		Sample Business Proposal
	9.5: Business Report
		What Is a Report?
		Types of Reports
			Informational or Analytical Report?
			How Are Reports Organized?
	9.6: Cover Letter, Résumé, and Online Profiles
		Main Parts of a Résumé
			Contact Information
			Objective
			Education
			Work Experience
		Maximize Scannable Résumé Content
			Use Key Words
			Follow Directions
			Insert a Key Word Section
			Make It Easy to Read
			Printing, Packaging and Delivery
	9.7: Sales Message
		Format for a Common Sales Message
			Getting Attention
		Sales Message Strategies for Success
	9.8: Additional Resources
	Endnotes
Chapter 10: Developing Business Presentations
	10.1: Getting Started
	10.2: Before You Choose a Topic
		Determine the General and Specific Purpose
		Can I Cover the Topic in Time?
		Will My Topic Be Interesting to My Audience?
		How Much Information about My Topic Is Readily Available?
		Putting It All Together
	10.3: Choosing a Topic
		Know Yourself and Your Audience
		Saving Time
		Appeal, Appropriateness, and Ability
		Use Your Self-Inventory
		Writing Your Thesis Statement
	10.4: Finding Resources
		Narrow Your Topic and Focus on Key Points
		Plan Your Search for Information
		Ethics, Content Selection, and Avoiding Plagiarism
		Staying Organized
		Searching for Information on the Internet
		Evaluating Your Sources
		Compiling Your Information
	10.5: Myths and Realities of Public Speaking
		Speaking in Public Is Not Like Killing Lions
		You Don’t Have to Be Perfect
		Organization Is Key to Success
		Speaking in Public Is Like Participating in a Conversation
	10.6: Overcoming Obstacles in Your Presentation
		Language
		Nature of Perception
		Ethnocentrism
	10.7: Additional Resources
	Endnotes
Chapter 11: Nonverbal Delivery
	11.1: Getting Started
	11.2: Principles of Nonverbal Communication
		Nonverbal Communication Is Fluid
		Nonverbal Communication Is Fast
		Nonverbal Communication Can Add to or Replace Verbal Communication
		Nonverbal Communication Is Universal
		Nonverbal Communication Is Confusing and Contextual
		Nonverbal Communication Can Be Intentional or Unintentional
		Nonverbal Messages Communicate Feelings and Attitudes
		We Believe Nonverbal Communication More than Verbal
		Nonverbal Communication Is Key in the Speaker/Audience Relationship
	11.3: Types of Nonverbal Communication
		Space
		Time
		Physical Characteristics
		Body Movements
		Touch
		Paralanguage
		Artifacts
		Environment
	11.4: Movement in Your Speech
		Positions on the Stage
		Gestures
		Facial Gestures
	11.5: Visual Aids
		Purpose, Emphasis, Support, and Clarity
		Methods and Materials
		Preparing Visual Aids
		Using Visual Aids
		Using PowerPoint as a Visual Aid
		Use of Color
		Helpful Hints for Visual Aids
	11.6: Nonverbal Strategies for Success with Your Audience
		Watch Reactions
		Enroll an Observer
		Focus on a Specific Type of Nonverbal Communication
	11.7: Additional Resources
	Endnotes
Chapter 12: Organization and Outlines
	12.1: Getting Started
	12.2: Rhetorical Situation
		Context
		Audience
		Purpose
	12.3: Strategies for Success
		Tone
		Emphasis
		Engagement
		Clarity
		Conciseness
		Arrangement
		Credibility
		Expectation
		Reference
	12.4: Building a Sample Speech
	12.5: Sample Speech Outlines
	12.6: Organizing Principles for Your Speech
	12.7: Transitions
	12.8: Additional Resources
	Endnotes
Chapter 13: Presentations to Inform
	13.1: Getting Started
	13.2: Functions of the Presentation to Inform
		Share
		Increase Understanding
		Change Perceptions
		Gain Skills
		Exposition versus Interpretation
			Exposition
			Interpretation and Bias
			Point of View
	13.3: Types of Presentations to Inform
		Explanation
		Report
		Description
		Demonstration
	13.4: Adapting Your Presentation to Teach
		Motivating the Listener
			How Is Your Topic Relevant to Me?
			What Will I Learn from You?
			Why Are You Interested in This Topic?
			How Can I Use the Knowledge or Skills You Present to Me?
			What Is New about What You Propose to Present?
			Are You Going to Bore Me?
			Is This Topic Really as Important as You Say It Is?
		Framing
		Additional Tips
			Limit the Number of Details
			Focus on Clear Main Points
			Pace Yourself Carefully
			Speak with Concern for Clarity
			Use Restatement and Repetition
			Provide Visual Reinforcement
			Include Time for Questions
			Look for Ways to Involve Listeners Actively
			Assess Learning, If Possible
	13.5: Diverse Types of Intelligence and Learning Styles
	13.6: Preparing Your Speech to Inform
		Start with What You Know
		Consider Your Audience’s Prior Knowledge
		Adapting Jargon and Technical Terms
		Using Outside Information
		Presenting Information Ethically
			Reciprocity
			Mutuality
			Nonjudgmentalism
			Honesty
			Respect
			Trust
			Avoid Exploitation
		Sample Informative Presentation
			Attention Statement
			Introduction
			Body
			Conclusion
			Residual Message
	13.7: Creating an Informative Presentation
		Sample Speech Guidelines
	13.8: Additional Resources
	Endnotes
Chapter 14: Presentations to Persuade
	14.1: Getting Started
	14.2: What Is Persuasion?
	14.3: Principles of Persuasion
		Principle of Reciprocity
		Principle of Scarcity
		Principle of Authority
		Principle of Commitment and Consistency
		Principle of Consensus
		Principle of Liking
	14.4: Functions of the Presentation to Persuade
		Stimulate
		Convince
		Call to Action
		Increase Consideration
		Develop Tolerance of Alternate Perspectives
	14.5: Meeting the Listener’s Basic Needs
		Maslow’s Hierarchy
		Social Penetration Theory
	14.6: Making an Argument
		Argumentation Strategies: GASCAP/T
		Evidence
		Appealing to Emotions
			Emotions Are Universal
			Emotional Feelings and Emotional Expression Are Not the Same
			Emotions Are Communicated Verbally and Nonverbally
			Emotional Expression Can Be Good and Bad
			Emotions Are Often Contagious
	14.7: Speaking Ethically and Avoiding Fallacies
		Eleven Points for Speaking Ethically
		Avoiding Fallacies
	14.8: Sample Persuasive Speech
		Attention Statement
		Introduction
		Body
		Conclusion
		Residual Message
	14.9: Elevator Speech
		Creating an Elevator Speech
	14.10: Additional Resources
	Endnotes
Chapter 15: Business Presentations in Action
	15.1: Getting Started
	15.2: Sound Bites and Quotables
		Common Elements of Effective Sound Bites
	15.3: Telephone/VoIP Communication
	15.4: Meetings
		Strategies for Effective Meetings
	15.5: Celebrations: Toasts and Roasts
		Proposing a Toast
		Roasts
	15.6: Media Interviews
	15.7: Introducing a Speaker
	15.8: Presenting or Accepting an Award
	15.9: Serving as Master of Ceremonies
	15.10: Viral Messages
		Effective Viral Messages
	15.11: Additional Resources
	Endnotes
Chapter 16: Intrapersonal and Interpersonal Business Communication
	16.1: Getting Started
	16.2: Intrapersonal Communication
	16.3: Self-Concept and Dimensions of Self
		Self-Concept
		Dimensions of Self
	16.4: Interpersonal Needs
	16.5: Social Penetration Theory
		Principles of Self-Disclosure
			Self-Disclosure Usually Moves in Small Steps
			Self-Disclosure Moves from Impersonal to Intimate Information
			Self-Disclosure Is Reciprocal
			Self-Disclosure Involves Risk
			Self-Disclosure Involves Trust
		Interpersonal Relationships
	16.6: Rituals of Conversation and Interviews
		Conversation as a Ritual
			Initiation
			Preview
			Talking Point(s)
			Feedback
			Closing
		Employment Interviewing
			Preparation
			Performance
			Postperformance
	16.7: Conflict in the Work Environment
		Conflict Management Strategies
			Avoidance
			Defensiveness versus Supportiveness
			Face-Detracting and Face-Saving
			Empathy
			Gunnysacking
			Managing Your Emotions
		Evaluations and Criticism in the Workplace
			Listen without Interrupting
			Determine the Speaker’s Intent
			Indicate You Are Listening
			Paraphrase
			If You Agree
			If You Disagree
			Learn from Experience
	16.8: Additional Resources
	Endnotes
Chapter 17: Negative News and Crisis Communication
	17.1: Getting Started
	17.2: Delivering a Negative News Message
		Presenting Negative News in Person
		Presenting Negative News in Writing
	17.3: Eliciting Negative News
	17.4: Crisis Communication Plan
		Developing Your Crisis Communication Plan
	17.5: Press Conferences
		Holding a Press Conference
	17.6: Additional Resources
	Endnotes
Chapter 18: Intercultural and International Business Communication
	18.1: Getting Started
	18.2: Intercultural Communication
	18.3: How to Understand Intercultural Communication
	18.4: Common Cultural Characteristics
		Rites of Initiation
		Common History and Traditions
		Common Values and Principles
		Common Purpose and Sense of Mission
		Common Symbols, Boundaries, Status, Language, and Rituals
	18.5: Divergent Cultural Characteristics
		Individualistic versus Collectivist Cultures
		Explicit-Rule Cultures versus Implicit-Rule Cultures
		Uncertainty-Accepting Cultures versus Uncertainty-Rejecting Cultures
		Time Orientation
		Short-Term versus Long-Term Orientation
		Masculine versus Feminine Orientation
		Direct versus Indirect
		Materialism versus Relationships
		Low-Power versus High-Power Distance
	18.6: International Communication and the Global Marketplace
		Political Systems
		Legal Systems
		Economic Systems
		Ethical Systems
		Global Village
	18.7: International Business and Law Enforcement
		Introduction
		Diverse Laws Across Cultures
		Law Enforcement and Punishment across Cultures
		Tips and Bribery
		Tips to Assist the Foreign Traveler
		Conclusion
	18.8: Styles of Management
		Theory X
		Theory Y
		Theory Z
	18.9: The International Assignment
		Preparation
		Acculturation Process
		Living and Working Abroad
	18.10: Popular Culture and Intercultural Communication
		Introduction
		Popular Culture in Context
		What Is Popular Culture?
		Popular Culture, Power, and Influence
		Popular Culture, Stereotypes, Discrimination, and Indiscrimination
		Conclusion
	18.11: Virtual Communication Across Cultures
		Introduction
		What is Virtual Communication?
		Characteristics of Virtual Communication
		Social Media, Libel, and Slander
		Conclusion
	18.12: Additional Resources
	Endnotes
Chapter 19: Group Communication, Teamwork, and Leadership
	19.1: Getting Started
	19.2: What Is a Group?
		Types of Groups in the Workplace
		Primary and Secondary Groups
		If Two’s Company and Three’s a Crowd, What Is a Group?
	19.3: Organizational Cultures and Communication
		Introduction
		Organizational Cultures
		Life Cycle of Member Roles
		Diverse Group Member Roles
		Conclusion
	19.4: Group Problem Solving
		Define the Problem
		Analyze the Problem
		Establish Criteria
		Consider Possible Solutions to the Problem
		Decide on a Solution
		Implement the Solution
		Follow Up on the Solution
	19.5: Business and Professional Meetings
		Preparation
		Conducting the Meeting
		Using Technology to Facilitate Meetings
			Audio-Only Interactions
			Audio-Visual Interactions
			Social Media
		Organizational Communication
	19.6: Teamwork and Leadership
		Teamwork
		Leadership
			Types of Leaders
	19.7: Family Business
		Introduction
		Roles and Responsibilities
		Compensation and Job Security
		Succession
		Conclusion
	19.8: Additional Resources
	Endnotes
Index