Business communication today

Cover......Page 1
Title Page......Page 6
Copyright Page......Page 7
Dedication......Page 8
Brief Contents......Page 10
Contents......Page 12
Preface......Page 22
Prologue......Page 42
PART 1 Understanding the Foundations of Business Communication......Page 50
  Communication Close-Up At KLM......Page 52
   Communication Is Important to Your Career......Page 53
   Communication Is Important to Your Company......Page 54
  Communicating as a Professional......Page 55
   Understanding What Employers Expect from You......Page 57
   Adopting an Audience-Centered Approach......Page 58
   The Basic Communication Model......Page 59
   The Social Communication Model......Page 64
  The Mobile Revolution......Page 65
   How Mobile Technologies Are Changing Business Communication......Page 66
  Using Technology to Improve Business Communication......Page 68
   Using Technological Tools Productively......Page 69
  DIGITAL + SOCIAL + MOBILE: TODAY’s COMMUNICATION ENVIRONMENT It’s All Fun and Games—and Effective Business Communication......Page 70
   Distinguishing Ethical Dilemmas from Ethical Lapses......Page 75
   Ensuring Ethical Communication......Page 76
   Ensuring Legal Communication......Page 78
  COMMUNICATION CHALLENGES AT KLM......Page 79
  Quick Learning Guide......Page 80
  Practice Your Skills......Page 82
  Expand Your Skills......Page 83
  The Future Of Communication The Internet of Things......Page 63
  Communication Close-Up At Cemex......Page 86
   Advantages and Disadvantages of Teams......Page 87
  Ethics Detective How Did “We” Turn into “I”?......Page 88
   Group Dynamics......Page 89
   Technologies for Collaborative Writing......Page 92
  Making Your Meetings More Productive......Page 95
   Conducting and Contributing to Efficient Meetings......Page 96
   Putting Meeting Results to Productive Use......Page 97
  Using Meeting Technologies......Page 99
   Recognizing Various Types of Listening......Page 100
   Overcoming Barriers to Effective Listening......Page 101
   Recognizing Nonverbal Communication......Page 103
   Using Nonverbal Communication Effectively......Page 104
   Business Etiquette in the Workplace......Page 105
   Business Etiquette Online......Page 108
   Business Etiquette Using Mobile Devices......Page 109
  Communication Challenges at Cemex......Page 110
  Quick Learning Guide......Page 111
  Practice Your Skills......Page 113
  Expand Your Skills......Page 115
  The Art of Professionalism Being a Team Player......Page 91
  Communicating Across Cultures Kiasu......Page 107
  Communication Close-Up at Siemens AG......Page 118
   Opportunities in a Global Marketplace......Page 119
   The Challenges of Intercultural Communication......Page 120
   Understanding the Concept of Culture......Page 121
   Overcoming Ethnocentrism and Stereotyping......Page 122
   Legal and Ethical Differences......Page 123
   Social Differences......Page 124
   Age Differences......Page 125
  Communicating Across Cultures Us Versus Them: Generational Conflict in the Workplace......Page 126
   Ability Differences......Page 127
   Guidelines for Adapting to U.S. Business Culture......Page 128
  Improving Intercultural Communication Skills......Page 129
   Respecting Preferences for Communication Style......Page 130
   Writing Clearly......Page 132
   Speaking and Listening Carefully......Page 133
   Using Interpreters, Translators, and Translation Software......Page 136
  Communication Challenges at Siemens AG......Page 138
  Quick Learning Guide......Page 139
  Practice Your Skills......Page 140
  Expand Your Skills......Page 141
  The Future of Communication Real-Time Translation......Page 131
PART 2 Applying the Three-Step Writing Process......Page 144
  Communication Close-up at Wolff Olins......Page 146
  Understanding the Three-Step Writing Process......Page 147
  Analyzing the Situation......Page 148
   Developing an Audience Profile......Page 149
  Gathering Information......Page 151
   Providing Required Information......Page 152
   The Most Common Media and Channel Options......Page 154
  The Art of Professionalism Maintaining a Confident, Positive Outlook......Page 158
  Organizing Your Information......Page 161
   Limiting Your Scope......Page 162
   Choosing Between Direct and Indirect Approaches......Page 163
   Outlining Your Content......Page 164
   Building Reader Interest with Storytelling Techniques......Page 166
  Communication Challenges at Wolff Olins......Page 169
  Quick Learning Guide......Page 170
  Practice Your Skills......Page 171
  Expand Your Skills......Page 173
  Ethics Detective Am I Getting the Whole Story?......Page 153
  Communication Close-Up At She Takes on the World......Page 174
   Using the “You” Attitude......Page 175
   Maintaining Standards of Etiquette......Page 176
   Emphasizing the Positive......Page 177
   Using Bias-Free Language......Page 178
   Establishing Your Credibility......Page 179
   Projecting Your Company’s Image......Page 180
  The Art of Professionalism Being Dependable and Accountable......Page 181
   Selecting the Active or Passive Voice......Page 183
  Composing Your Message: Choosing Powerful Words......Page 184
   Balancing Abstract and Concrete Words......Page 185
   Finding Words That Communicate Well......Page 186
   Choosing from the Four Types of Sentences......Page 188
   Using Sentence Style to Emphasize Key Thoughts......Page 189
   Creating the Elements of a Paragraph......Page 190
   Choosing the Best Way to Develop Each Paragraph......Page 192
  Writing Messages for Mobile Devices......Page 193
  Communication Challenges at She Takes on the World......Page 195
  Quick Learning Guide......Page 196
  Practice Your Skills......Page 198
  Expand Your Skills......Page 200
  Communication Close-Up at Type Together......Page 202
   Evaluating Your Content, Organization, Style, and Tone......Page 203
  Revising to Improve Readability......Page 206
   Keeping Your Paragraphs Short......Page 207
   Using Lists to Clarify and Emphasize......Page 208
   Editing for Clarity......Page 209
   Editing for Conciseness......Page 211
  The Future of Communication Haptic Technologies......Page 213
   Formatting Formal Letters and Memos......Page 216
   Designing Messages for Mobile Devices......Page 217
  Proofreading Your Message......Page 218
  Distributing Your Message......Page 219
  Communication Challenges At Type Together......Page 220
  Quick Learning Guide......Page 221
  Practice Your Skills......Page 223
  Expand Your Skills......Page 226
PART 3 Digital, Social, and Visual Media......Page 228
  Communication Close-Up At Futurice......Page 230
   Digital and Social Media Options......Page 231
   Compositional Modes for Digital and Social Media......Page 232
   Optimizing Content for Mobile Devices......Page 234
  Email......Page 235
   Writing Email Messages......Page 236
   Completing Email Messages......Page 238
   Advantages and Disadvantages of Messaging......Page 239
   Guidelines for Successful Messaging......Page 240
   Organizing Website Content......Page 241
   Drafting Website Content......Page 244
   Adapting the Three-Step Process for Successful Podcasting......Page 245
  Communication Challenges At Futurice......Page 246
  Quick Learning Guide......Page 247
  Practice Your Skills......Page 248
  Expand Your Skills......Page 250
  DIGITAL + SOCIAL + MOBILE: TODAY’s COMMUNICATION ENVIRONMENT Will Emoticons Give Your Career a Frowny Face?......Page 237
  THE FUTURE OF COMMUNICATION Telepathic Communication......Page 242
  Communication Close-Up At Starbucks......Page 254
  Writing Strategies for Social Media......Page 255
  Social Networks......Page 256
   Business Communication Uses of Social Networks......Page 257
  Information- and Content-Sharing Sites......Page 261
  The Future of Communication Augmented Reality and Virtual Reality......Page 262
  Blogging......Page 263
  Digital + Social + Mobile: Today’s Communication Environment Community Manager: Keeping a Company Connected to Its Stakeholders......Page 264
   Adapting the Three-Step Process for Successful Blogging......Page 266
  Microblogging......Page 268
   Adapting the Three-Step Process for Successful Wiki Writing......Page 270
  Communication Challenges at Starbucks......Page 271
  Quick Learning Guide......Page 272
  Practice Your Skills......Page 273
  Expand Your Skills......Page 274
  Communication Close-Up At GoPro......Page 278
   The Power of Images......Page 279
   The Visual Evolution in Business Communication......Page 280
  THE FUTURE OF COMMUNICATION Gestural Computing......Page 281
   The Ethics of Visual Communication......Page 282
  Identifying Points to Illustrate......Page 285
   Tables......Page 286
   Line and Surface Charts......Page 287
   Bar Charts, Pictograms, and Gantt Charts......Page 289
   Data Visualization......Page 291
   Maps......Page 293
   Infographics......Page 295
   Integrating Visuals with Text......Page 296
   Visual Media on Mobile Devices......Page 298
   Step 1: Preproduction......Page 300
   Step 2: Production......Page 302
   Step 3: Postproduction......Page 303
  Communication Challenges at GoPro......Page 304
  Quick Learning Guide......Page 305
  Practice Your Skills......Page 307
  Expand Your Skills......Page 309
  Ethics Detective Solving the Case of the Hidden Numbers......Page 284
PART 4 Brief Messages......Page 312
  Communication Close-Up At Productivity Report......Page 314
   Stating Your Request up Front......Page 315
   Asking for Information and Action......Page 316
   Making Claims and Requesting Adjustments......Page 318
  Strategy for Routine and Positive Messages......Page 320
  Ethics Detective Solving the Case of the Imaginary Good News......Page 321
   Ending with a Courteous Close......Page 322
   Providing Recommendations and References......Page 323
   Sharing Routine Information......Page 325
   Announcing Good News......Page 326
   Fostering Goodwill......Page 328
  Communication Challenges At Productivity Report......Page 330
  Quick Learning Guide......Page 331
  Practice Your Skills......Page 332
  Expand Your Skills......Page 334
  THE FUTURE OF COMMUNICATION Communication Bots......Page 327
  Communication Close-Up At Hailo......Page 342
   Step 1: Planning a Negative Message......Page 343
   Step 3: Completing a Negative Message......Page 345
   Providing Reasons and Additional Information......Page 346
   Opening with a Buffer......Page 348
   Providing Reasons and Additional Information......Page 349
   Continuing with a Clear Statement of the Bad News......Page 350
  Maintaining High Standards of Ethics and Etiquette......Page 351
   Making Negative Announcements on Routine Business Matters......Page 353
   Handling Bad News About Transactions......Page 354
   Refusing Claims and Requests for Adjustment......Page 355
   Communicating Under Normal Circumstances......Page 357
   Responding to Negative Information in a Social Media Environment......Page 358
  Sending Negative Employment Messages......Page 360
   Refusing Social Networking Recommendation Requests......Page 361
   Rejecting Job Applications......Page 362
   Giving Negative Performance Reviews......Page 363
   Terminating Employment......Page 364
  Communication Challenges at Hailo......Page 365
  Quick Learning Guide......Page 366
  Practice Your Skills......Page 368
  Expand Your Skills......Page 370
  Ethics Detective Soft Sell–Hard Results......Page 352
  Communication Close-Up At Red Ants Pants......Page 378
   Step 1: Planning Persuasive Messages......Page 379
   Step 3: Completing Persuasive Messages......Page 382
  Ethics Detective Solving the Case of the Incredible Credibility......Page 383
   Avoiding Common Mistakes in Persuasive Communication......Page 387
   Common Examples of Persuasive Business Messages......Page 389
  Developing Marketing and Sales Messages......Page 391
  THE FUTURE OF COMMUNICATION Emotion Recognition Software......Page 392
   Writing Promotional Messages for Social Media......Page 393
  Maintaining High Standards of Ethics, Legal Compliance, and Etiquette......Page 395
  Communication Challenges At Red Ants Pants......Page 397
  Quick Learning Guide......Page 398
  Practice Your Skills......Page 400
  Expand Your Skills......Page 401
PART 5 Reports and Proposals......Page 410
  Communication Close-Up At Strategyzer......Page 412
  Planning Your Research......Page 413
   Familiarizing Yourself with the Subject......Page 414
   Evaluating Sources......Page 415
   Locating Sources......Page 416
   Gathering Information with Surveys......Page 421
   Gathering Information with Interviews......Page 422
   Quoting, Paraphrasing, and Summarizing......Page 424
   Analyzing Numeric Data......Page 425
  Applying Your Findings......Page 426
   Drawing Conclusions......Page 427
   Managing Information......Page 428
  Communication Challenges At Strategyzer......Page 429
  Quick Learning Guide......Page 430
  Practice Your Skills......Page 432
  Expand Your Skills......Page 434
  DIGITAL + SOCIAL + MOBILE: TODAY’s COMMUNICATION ENVIRONMENT Research on the Go with Mobile Devices......Page 420
  COMMUNICATION CLOSE-UP AT Warby Parker......Page 436
  Applying the Three-Step Writing Process to Reports and Proposals......Page 437
   Analyzing the Situation......Page 438
   Selecting the Best Media and Channels......Page 441
   Organizing Your Information......Page 442
  Planning Informational Reports......Page 444
   Creating Successful Business Plans......Page 445
  Planning Analytical Reports......Page 446
   Organizational Strategies for Analytical Reports......Page 448
   Effective Analytical Reports: An Example......Page 451
  Planning Proposals......Page 452
   Organizational Strategies for Proposals......Page 453
  Ethics Detective Solving the Case of the Overblown Proposal......Page 454
  Communication Challenges At Warby Parker......Page 459
  Quick Learning Guide......Page 460
  Practice Your Skills......Page 461
  Expand Your Skills......Page 463
  Communication Close-Up At WPP......Page 464
   Being Sensitive to Your Audience’s Needs......Page 465
  Drafting Report Content......Page 467
  Drafting Proposal Content......Page 470
   Producing Formal Reports and Proposals......Page 473
   Distributing Reports and Proposals......Page 475
  Writing Requests for Proposals......Page 478
  REPORT WRITER’S NOTEBOOK Analyzing a Formal Report......Page 480
  Communication Challenges At WPP......Page 495
  Quick Learning Guide......Page 496
  Practice Your Skills......Page 497
  Expand Your Skills......Page 498
PART 6 Developing and Delivering Business Presentations......Page 506
  Communication Close-Up At Barnett International......Page 508
  Planning a Presentation......Page 509
   Analyzing the Situation......Page 510
  Communicating Across Cultures Making Sure Your Message Doesn’t Get Lost in Translation......Page 512
   Organizing a Presentation......Page 513
  Crafting Presentation Content......Page 516
   Adapting to Your Audience......Page 517
   Developing Your Presentation......Page 518
  Delivering a Presentation......Page 521
   Practicing Your Delivery......Page 522
   Overcoming Anxiety......Page 523
   Handling Questions Responsively......Page 525
   Giving Presentations Online......Page 526
  Communication Challenges At Barnett International......Page 528
  Quick Learning Guide......Page 529
  Practice Your Skills......Page 531
  Expand Your Skills......Page 532
  The Art of Professionalism Recovering from Disasters......Page 524
  Communication Close-Up At Duarte......Page 534
   Selecting the Type of Visuals to Use......Page 535
   Verifying Your Design Plans......Page 537
   Advantages and Disadvantages of Structured Slides......Page 538
  Designing Effective Slides......Page 539
   Selecting Design Elements......Page 540
  Creating Effective Slide Content......Page 543
   Writing Readable Content......Page 544
   Adding Animation and Multimedia......Page 545
  THE ART OF PROFESSIONALISM Being a Team Player......Page 547
  Completing Slides and Support Materials......Page 548
   Creating Navigation and Support Slides......Page 549
   Creating Effective Handouts......Page 551
  Communication Challenges At Duarte......Page 552
  Quick Learning Guide......Page 553
  Practice Your Skills......Page 555
  Expand Your Skills......Page 556
  THE FUTURE OF COMMUNICATION Holograms......Page 536
PART 7 Writing Employment Messages and Interviewing for Jobs......Page 560
  Communication Close-Up At Burning Glass......Page 562
  Finding the Ideal Opportunity in Today’s Job Market......Page 563
   Researching Industries and Companies of Interest......Page 564
   Taking the Initiative to Find Opportunities......Page 566
  DIGITAL + SOCIAL + MOBILE: TODAY’s COMMUNICATION ENVIRONMENT Job-Search Strategies: Maximize Your Mobile......Page 567
  The Art of Professionalism Striving to Excel......Page 569
   Organizing Your Résumé Around Your Strengths......Page 571
   Addressing Areas of Concern......Page 572
   Adapting Your Résumé to Your Audience......Page 573
   Composing Your Résumé......Page 574
   Producing Your Résumé......Page 581
   Distributing Your Résumé......Page 584
  Communication Challenges At Burning Glass......Page 586
  Quick Learning Guide......Page 587
  Practice Your Skills......Page 588
  Expand Your Skills......Page 589
  Communication Close-Up At VMWare......Page 594
   Writing Application Letters......Page 595
   The Typical Sequence of Interviews......Page 601
   Common Types of Interviews......Page 602
   Interview Media......Page 603
   Preemployment Testing and Background Checks......Page 604
   Learning About the Organization and Your Interviewers......Page 605
   Thinking Ahead About Questions......Page 606
   Polishing Your Interview Style......Page 608
   Presenting a Professional Image......Page 609
   Being Ready When You Arrive......Page 611
   The Question-and-Answer Stage......Page 612
   The Close......Page 613
   Interview Notes......Page 614
   Letter of Acceptance......Page 615
   Letter Declining a Job Offer......Page 617
   Letter of Resignation......Page 618
  Communication Challenges At VMWare......Page 619
  Quick Learning Guide......Page 620
  Practice Your Skills......Page 621
  Expand Your Skills......Page 622
  COMMUNICATING ACROSS CULTURES Cross-Cultural Employee Selection......Page 610
  Appearance......Page 627
  Standard Letter Parts......Page 628
  Additional Letter Parts......Page 632
  Letter Formats......Page 633
  Addressing the Envelope......Page 635
  Folding to Fit......Page 636
  International Mail......Page 637
  Headings......Page 639
  Page Numbers......Page 640
  In-Text Citation—Chicago Humanities Style......Page 641
  Bibliography—Chicago Humanities Style......Page 642
  In-Text Citation—MLA Style......Page 644
  List of Works Cited—MLA Style......Page 645
 Content and Style......Page 647
 Grammar, Mechanics, and Usage......Page 648
 Proofreading Marks......Page 649
 Diagnostic Test of English Skills......Page 650
  1.1 Nouns......Page 652
  1.2 Pronouns......Page 654
  1.3 Verbs......Page 656
  1.4 Adjectives......Page 660
  1.5 Adverbs......Page 661
  1.6 Other Parts of Speech......Page 662
  1.7 Sentences......Page 663
  2.5 Colons......Page 667
  2.6 Commas......Page 668
  2.8 Hyphens......Page 669
  2.10 Quotation Marks......Page 670
  3.1 Capitalization......Page 671
  3.4 Numbers......Page 673
  3.5 Word Division......Page 674
  4.1 Frequently Confused Words......Page 675
  4.2 Frequently Misused Words......Page 676
  4.3 Frequently Misspelled Words......Page 677
  4.4 Transitional Words and Phrases......Page 678
Brand, Organization, Name, and Website Index......Page 679
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