Business Communication: Developing Leaders for a Networked World

Cover
Title Page
Copyright Page
Dedication
About the Author
Brief Contents
Contents
Part 1 Introduction to Business Communication
	1 Establishing Credibility
		WHY DOES THIS MATTER?
			Chapter Case: Whom Do You Trust as Your Mentor?
		The Role of Trust in the Post-Trust Era
		The Role of Competence in Establishing Credibility
		The Role of Caring in Establishing Credibility
			Understanding the Interests of Others
			Cultivating a Sense of Community
			Giving to Others and Showing Generosity
		The Role of Character in Establishing Credibility
			Business Ethics
			Corporate and Personal Values
			Open and Honest Communication
			A Stakeholder View of Accountability
			Fairness in Business Communications
		TECHNOLOGY TIPS: PROJECTING PROFESSIONAL CREDIBILITY ON YOUR LINKEDIN PROFILE
		How You Can Improve Your Communication Skills
		IDEAS IN ACTION: LEADING WITH CREDIBILITY
		Chapter Takeaway for Establishing Credibility
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
Part 2 Principles of Interpersonal Communication
	2 Interpersonal Communication and Emotional Intelligence
		WHY DOES THIS MATTER?
			Chapter Case: Hard Decisions at Eastmond Networking
		Understanding the Interpersonal Communication Process
		Emotional Hijacking
		Self-Awareness
		Self-Management
		Empathy
			Active Listening
			Recognizing Barriers to Effective Listening
			Asking the Right Questions
			Avoiding the Wrong Questions
			Perspective-Getting and Note-Taking
			Avoiding the Traps of Empathy
			Sight-Reading Nonverbal Communication and Building Rapport
		Relationship Management
			Adapting Communication to the Preferred Styles of Others
		TECHNOLOGY TIPS: DIGITAL NOTETAKING
		Maintaining Civility and Avoiding Gossip
			Incivility in Society and the Workplace
			Types and Causes of Workplace Incivility
			Responding to Gossip and Complaining
			Maintaining Civil Communications
		IDEAS IN ACTION: BUILDING RELATIONSHIPS ONE CONVERSATION AT A TIME
		Chapter Takeaway for Interpersonal Communication and Emotional Intelligence
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	3 Team Communication and Difficult Conversations
		WHY DOES THIS MATTER?
			Chapter Case: Collaborating in Teams at Aicasus Tours
		Principles of Effective Team Communication
		Developing Quick Trust and Working in Short-Term Teams
		Managing Meetings
			Planning for Meetings
			Running Effective Meetings
			Following Up after Meetings
		TECHNOLOGY TIPS: ONLINE MEETINGS
		Working in Virtual Teams
			Focus on Building Trust at Each Stage of Your Virtual Team
			Meet in Person If Possible
			Get to Know One Another
			Use Collaborative Technologies
			Choose an Active Team Leader
			Run Effective Virtual Meetings
		Group Writing
			Start Right Away
			Work Together at the Planning Stage
			Make Sure Your Roles and Contributions Are Fair
			Stay Flexible and Open
			Meet in Real Time Consistently and Ensure the Writing Reflects the Views of the Group
			Discuss How You Will Edit the Document Together
			Consider a Single Group Member to Polish the Final Version and Ensure a Consistent Voice
		Managing Difficult Conversations
			Embrace Difficult Conversations and Assume the Best in Others
			Adopt a Learning Stance and Commit to Hearing Everyone’s Story
			Stay Calm and Overcome Noise
			Find Common Ground
			Disagree Diplomatically
			Avoid Exaggeration and Either/Or Approaches
			Initiate the Conversation, Share Stories, and Focus on Solutions
		IDEAS IN ACTION: MAKING MEETINGS FUN, OPEN, AND INCLUSIVE
		Chapter Takeaway for Team Communication and Difficult Conversations
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	4 Global Communication and Diversity
		WHY DOES THIS MATTER?
			Chapter Case: Eric Goes on His First Overseas Business Trip
		Developing Cultural Intelligence
			Respect, Recognize, and Appreciate Cultural Differences
			Be Curious about Other Cultures
			Avoid Inappropriate Stereotypes
			Adjust Your Conceptions of Time
			Manage Language Differences
		Understanding Cultural Dimensions
			Individualism and Collectivism
			Egalitarianism and Hierarchy
			Performance Orientation
			Future Orientation
			Assertiveness
			Humane Orientation
			Uncertainty Avoidance
			Gender Egalitarianism
			Business Values around the World
		TECHNOLOGY TIPS: TRANSLATION APPS
		Building and Maintaining Cross-Cultural Work Relationships
			Establish Trust and Show Empathy
			Adopt a Learner Mind-Set
			Build a Co-culture of Cooperation and Innovation
		Learning the Etiquette of Another Culture
		IDEAS IN ACTION: LEARNING ANOTHER LANGUAGE
		Generation, Gender, and Other Group Identities
			Working across Generations
			Gender and Communication Patterns
			Displaying Cultural Intelligence with Other Groups and Appreciating Other Forms of Diversity
		Chapter Takeaway for Global Communication and Diversity
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
Part 3 Principles for Business Messages
	5 Creating Effective Business Messages
		WHY DOES THIS MATTER?
			Chapter Case: Justifying a Paid Parental Leave Policy at Eastmond Networking
		The Process for Creating Business Messages
		The AIM Planning Process for Effective Business Messages
			Audience Analysis
			Information Gathering
			Message Development
		IDEAS IN ACTION: ARTICULATE YOUR IDEAS IN WRITING
		Setting the Tone of the Message
			Positivity
			Concern for Others
			Sending the Right Meta Messages
		TECHNOLOGY TIPS: AI TONE ANALYZERS
		Chapter Takeaway for Creating Effective Business Messages
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	6 Improving Readability with Style and Design
		WHY DOES THIS MATTER?
			Chapter Case: Promoting Volunteerism at Peak Harvest Food Bank
		Improving Ease of Reading with Completeness
			Provide All Relevant Information
			Be Accurate
			Be Specific
		Improving Ease of Reading with Conciseness
			Control Paragraph Length
			Use Short Sentences in Most Cases
			Avoid Redundancy
			Avoid Empty Phrases
			Avoid Wordy Prepositional Phrases
		Improving Ease of Reading with Natural Style
			Use Action Verbs When Possible
			Use Active Voice
			Use Short and Familiar Words and Phrases
			Use Parallel Language
			Avoid Buzzwords and Figures of Speech
			Avoid It Is/There Are
		Improving Ease of Reading with Navigational Design
			Use Headings
			Highlight Key Words and Phrases
			Use Bulleted and Numbered Lists
			Use White Space Generously
			Keep It Simple
		Reviewing Your Message
		TECHNOLOGY TIPS: USING SPELLING AND GRAMMAR CHECKS
			Conduct a FAIR Test
			Proofread
			Get Feedback
		IDEAS IN ACTION: WRITE LIKE WARREN BUFFETT
		Chapter Takeaway for Improving Readability with Style and Design
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	7 Email and Other Traditional Tools for Business Communication
		WHY DOES THIS MATTER?
			Chapter Case: Communicating with Emails, Texts, and Calls at Better Horizons Credit Union
		Strategically Selecting Channels for Communication
		Creating Effective Emails
			Use Email for the Right Purposes
			Ensure Ease of Reading
			Show Respect for Others’ Time
			Protect Privacy and Confidentiality
			Respond Promptly
			Maintain Professionalism and Appropriate Formality
			Manage Emotion and Maintain Civility
		Instant Messaging in the Workplace
			Evaluate the Meta Message of Instant Messaging
			Use IM for Simple and Brief Conversations, Not for Important Decisions
			Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun
			Don’t Ask Questions You Can Get Answers to Yourself
			Be Careful about Abbreviated Language, Emoticons, Acronyms, and Emoji
			Avoid Sarcasm and Jokes in Most Cases
			Avoid Rescheduling Meeting Times or Places
			Consider Turning Off Sound Alerts for Incoming Messages/Emails
			Identify Yourself
			Clearly End the IM Exchange
			Avoid Personal IM during Work Hours
			Avoid Sending Instant Messages after Work Hours
			Establish Rules with Your Colleagues for Instant Messaging in Meetings
		Managing Your Digital Communication Efficiently
		TECHNOLOGY TIPS: SCHEDULING EMAILS
		Building Connections with Phone Conversations
			Schedule and Plan for Your Phone Calls
			Ensure Quality Audio
			Open with a Warm Greeting and Use Your Caller’s Name
			After Brief Small Talk, Direct the Conversation to the Issues at Hand
			Speak with a Pleasant, Enthusiastic Voice
			Share Conversation Time Equally
			Apply the Rules of Active Listening and Avoid Multitasking
			Take Notes on Important Points and Summarize Next Steps at the End of the Call
			Close with Appreciation
			Follow Up on Agreements
		Participating in and Leading Group Voice and Video Calls
			Practice Using the Technology before the Group Call
			Use Your Webcam Effectively
			Use Interactive Tools Wisely
			Start the Call with Purpose and Take Charge
			Follow the Guidelines of Effective Virtual Meetings
		IDEAS IN ACTION: TAKING CONTROL OF YOUR EMAIL
		Chapter Takeaway for Email and Other Traditional Tools for Business Communication
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	8 Social Media for Business Communication
		WHY DOES THIS MATTER?
			Chapter Case: Communicating with Social Media at Aicasus Tours
		Communicating in the Workplace in the Social Age
		Using Social Media Tools for Communication within Organizations
			Organize Your Dashboard to Control Your Communication and Information Flow
			Create a Complete and Professional Profile
			Use Blogs and Status Updates for Team Communication
			Use Shared Files to Collaborate
			Solve Problems with Discussion Forums
			Other Social Media Tools
		Writing Blogs for External Audiences
			Write Posts for Your Organization
			Write Posts for a Professional Blog
		Guidelines for Using Social Media in the Workplace
			Be an Active Contributor and Join Communities
			Read, Listen, and Learn
			Focus on Content
			Make Your Content Accessible
			Make Your Messages Authentic and Friendly
			Be Responsive and Help Others
			Respect Boundaries and Avoid Oversharing
		Managing Your Online Reputation
		TECHNOLOGY TIPS: GOOGLE YOURSELF
		Using Social Media Ethically
		IDEAS IN ACTION: BUILDING YOUR PERSONAL BRAND THROUGH SOCIAL MEDIA
		Chapter Takeaway for Social Media for Business Communication
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
Part 4 Types of Business Messages
	9 Routine Business Messages
		WHY DOES THIS MATTER?
			Chapter Case: Routine Emails at Smith & Smith Advertising
		Developing Routine Messages
		Making Requests
		Setting Expectations
		Providing Directions
		Responding to Inquiries
		Creating Announcements
		Making Claims
		Showing Appreciation
		Congratulations and Celebrations
		Making Apologies
		TECHNOLOGY TIPS: USING APPS TO CREATE A ROUTINE OF APPRECIATION AND CELEBRATION
		Expressing Sympathy
		IDEAS IN ACTION: SHOWING GRATITUDE
		Chapter Takeaway for Routine Business Messages
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	10 Persuasive Messages
		WHY DOES THIS MATTER?
			Chapter Case: Shifting Course at Better Horizons Credit Union
		The Importance of Credibility in an Era of Mistrust and Skepticism
		Applying the AIM Planning Process to Persuasive Messages
			Understand Your Audience
			Gather the Right Information
			Set Up the Message
		Getting the Tone and Style Right for Persuasive Messages
			Apply the Personal Touch
			Use Action-Oriented and Lively Language
			Write with Confidence
			Offer Choice
			Show Positivity
		Creating Internal Persuasive Messages
			Influencing a Superior
			Influencing Employees
			Taking Initiative, Showing Persistence, and Adapting to Various Decision-Making Styles
		Constructing External Persuasive Messages
		Composing Mass Sales Messages
		TECHNOLOGY TIPS: ARTIFICIAL INTELLIGENCE (AI) TOOLS AND PERSUASION
		Reviewing Persuasive Messages
			Get Feedback and Reread
			Apply the FAIR Test
		IDEAS IN ACTION: PERSUADING BY UNDERSTANDING OTHERS ON A PERSONAL LEVEL
		Chapter Takeaway for Persuasive Messages
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	11 Bad-News Messages
		WHY DOES THIS MATTER?
			Chapter Case: Bad News at Marble Home Makeovers
		Maintaining Credibility When Delivering Bad News
		Applying the AIM Planning Process for Bad-News Messages
			Understand How the Bad News Will Affect Your Audience
			Gather Information from a Variety of Sources
			Develop Your Message
		Getting the Tone, Style, and Design Right
		TECHNOLOGY TIPS: USING AI-BASED SOFTWARE TO GAUGE YOUR RAPPORT
		Delivering Bad News to Clients
		Delivering Bad-News Announcements
		Turning Down Requests and Ideas
		Delivering Bad News to Customers
		Delivering and Receiving Negative Performance Reviews
			Deliver Negative Feedback
			Receive Negative Feedback
		IDEAS IN ACTION: GIVING FEEDBACK THAT ALLOWS INCREMENTAL IMPROVEMENTS
		Reviewing Bad-News Messages
			Get Feedback and Reread
			Apply the FAIR Test
		Chapter Takeaway for Bad-News Messages
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
Part 5 Reports and Presentations
	12 Research and Business Proposals and Planning for Business Reports
		WHY DOES THIS MATTER?
			Chapter Case: Conducting Market Research at Aicasus Tours
		Analyzing Your Audience for Business Reports
		Gathering Information through Primary Research
			Develop Research Objectives
			Create Surveys
			Analyze Your Data
			Communicate with Charts and Tables
			Create Effective Charts
			General Rules of Chart Formatting
			Design Effective Tables
		TECHNOLOGY TIPS: USING ONLINE SURVEY SOFTWARE
		Gathering Information through Secondary Research
			Choose a Research Topic
			Evaluate Data Quality
			Conduct Library Research
			Document Your Research
			Use Online Information for Business Research
		Applying the FAIR Test to Your Research Data and Charts
		IDEAS IN ACTION: LEARNING FROM BOOKS
		Chapter Takeaway for Research and Business Proposals and Planning for Business Reports
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	13 Completing Business Proposals and Business Reports
		WHY DOES THIS MATTER?
			Chapter Case: Conducting Research at Aicasus Tours
		Developing Business Proposals
		Demonstrating Excellent Thinking by Applying a Precision-Oriented Style
			Start with a Clear Statement of the Business Problem or Challenge
			Use Fact-Based Language
			Document Secondary Research and Avoid Plagiarism
			Base Recommendations on Facts and Conclusions in the Report
			Provide Specific and Actionable Recommendations
		Designing Your Reports to Help Decision Makers
			Tell the Story of Your Report with an Executive Summary
			Provide the Story Line with Descriptive Headings and Other Content Markers
			Use Preview Statements to Frame Your Messages and Accentuate Takeaway Messages
			Insert Charts and Tables to Draw Attention to Your Key Points
			Apply Bulleting and Enumerated Lists to Make Passages Easier to Process
			Create a Cover Page, a Table of Contents, and Appendixes
		Achieving Objectivity and Positivity through Tone
		TECHNOLOGY TIPS: USING SOFTWARE TO PROVIDE STRUCTURE AND DOCUMENTATION
		Assessing Key Features of a Completed Report
		Reviewing Your Reports for Fairness and Effectiveness
		IDEAS IN ACTION: READING AND WRITING REPORTS
		Chapter Takeaway for Completing Business Proposals and Business Reports
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	14 Planning Presentations
		WHY DOES THIS MATTER?
			Chapter Case: Planning a Presentation at Eastmond Networking
		Applying the AIM Planning Process for Presentations
			Analyze Your Audience and Gather the Right Information
			Develop Your Message
			Provide a Compelling Preview
			Justify Your Views
			Conclude with an Effective Review
			Design Appealing Slides
		TECHNOLOGY TIPS: ALTERNATIVES TO POWERPOINT
		Applying the Story Line Approach to Your Presentations
		Reviewing Your Presentations for Fairness and Effectiveness
		IDEA IN ACTION: IDENTIFY YOUR BIG IDEA
		Chapter Takeaway for Planning Presentations
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	15 Delivering Presentations
		WHY DOES THIS MATTER?
			Chapter Case: Delivering a Presentation at Eastmond Networking
		Establishing Presence
			Establish Credibility
			Maintain Authenticity
			Know Your Material and Rehearse
			Overcome Fear and Speak with Confidence
			Focus on People
			Stay Flexible
			Use the Room to Your Advantage
			Communicate Nonverbally
			Dress for Success
		Using Visual Aids and Handouts
			Use Visuals without Losing Focus on You
		TECHNOLOGY TIPS: CREATING SCREENCAST VIDEOS
			Use Handouts Effectively
		Interacting with Your Audience
			Field Questions
			Mingle and Follow Up
		Present Effectively in Teams
			Be Clear with One Another about Your Objectives and Key Messages
			Decide on Your Presentation Roles
			Stand Together and Present a United Front
			Refer to One Another’s Points
			Transition Effectively
		Being a Supportive Audience Member
		IDEA IN ACTION: BE YOURSELF
		Chapter Takeaway for Delivering Presentations
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
	16 Employment Communications
		WHY DOES THIS MATTER?
			Chapter Case: Haniz and Jaclyn Apply for Jobs
		Networking for Professional Success
			Conduct Informational Interviews
			Attend Job Fairs and Other Career Networking Events
			Attend Campus Speeches and Other Professional Development Events
			Join Clubs and Other Professional Interest Groups
			Volunteer at a Local Nonprofit
		Applying the AIM Planning Process to Résumés and Cover Letters
			Identify Your Key Selling Points
			Understand the Needs of Your Potential Employers
			Develop Your Message for Résumés and Cover Letters
		Getting the Tone, Style, and Design Right for Résumés and Cover Letters
			Emphasize Accomplishments with Action Verbs
			Quantify Accomplishments Where Possible
			Position Your Most Important Contributions First
			Remove Irrelevant Details
			Avoid Clichés, Buzzwords, and Jargon
			Be Exact and Avoid Errors
			Group and Label Information to Improve Ease of Reading
			Format to Distinguish Pieces of Information
			Select a Simple yet Visually Appealing Layout
		Creating Chronological and Functional Résumés
		TECHNOLOGY TIPS: BUILDING YOUR RÉSUMÉ TO GET PAST APPLICANT TRACKING SYSTEMS
		Using LinkedIn Strategically
		Developing a Reference List
			Develop Relationships with Potential References over Time
			Contact Your References Ahead of Time
			Thank Your References
			Complete a Consistently Formatted, Well-Detailed Reference List
		Constructing Cover Letters
			The Cover Letter Often Forms the First Impression
			Clearly Identify the Position You Are Applying For
			Be Focused and Concise
			Show a Confident and Enthusiastic Tone without Exaggerating or Displaying Arrogance
			Tailor Your Cover Letter to the Job Posting and Needs of the Employer
			Adapting for Unsolicited Letters
		Reviewing Your Résumés and Cover Letters
		Acing the Job Interview
			Dress for the Interview and Pay Attention to Etiquette
			Respond Effectively to Interview Questions
			Succeed in Web Conference Interviews
			Follow Up after the Job Interview
		Leaving an Organization
		IDEAS IN ACTION: RELYING ON MENTORS
		Chapter Takeaway for Employment Communications
		Key Terms
		Discussion Exercises
		Evaluation Exercises
		Application Exercises
		Language Mechanics Check
Appendixes
	A Punctuation, Number Usage, and Grammar
	B Formatting for Letters and Memos
Index
Bonus Content
	Bonus Chapter Crisis Communications and Public Relations Messages
	Bonus Appendix Creating Proposals and Business Plans