Business Communication: In Person, In Print, Online

Cover......Page 1
Title Page......Page 17
Copyright......Page 18
Contents......Page 21
Part 1 FOUNDATIONS OF BUSINESS COMMUNICATION......Page 37
1 Understanding Business Communication......Page 36
Communicating in Organizations......Page 38
The Components of Communication......Page 39
Communication Barriers......Page 44
Communication Media Choices......Page 47
Potential Legal Consequences of Communication......Page 54
Ethics and Communication......Page 55
Introducing the 3Ps (Purpose, Process, Product) Model......Page 58
The 3Ps in Action: An Ethical Decision from the Movie Up in the Air......Page 59
The 3Ps in Practice: Media Choices in the Movie Up in the Air......Page 60
Exercises......Page 61
Company Scenario: Aggresshop......Page 67
Notes......Page 68
2 Team and Intercultural Communication......Page 70
Work Team Communication......Page 72
Collaboration on Team Writing Projects......Page 76
Intercultural Communication......Page 79
Diversity within the United States......Page 85
The 3Ps in Action: Addressing Disrespectful Comments......Page 93
The 3Ps in Practice: Tailoring a Message to Different Audiences......Page 94
Exercises......Page 95
Company Scenario: Dewey, Wright, and Howe......Page 102
Notes......Page 103
3 Interpersonal Communication Skills......Page 104
Nonverbal Communication......Page 106
Listening......Page 109
Using Social Media to Build Business Relationships......Page 113
Communicating by Voice and Text Messaging......Page 116
Business Meetings......Page 118
The 3Ps in Action: Listening to Customers......Page 127
The 3Ps in Practice: Planning a Meeting......Page 129
Exercises......Page 130
Company Scenario: In the Loop Soup Kitchen......Page 136
Notes......Page 137
Part 2 DEVELOPING YOUR BUSINESS WRITING SKILLS......Page 139
4 The Writing Process......Page 138
An Overview of the Writing Process......Page 140
Audience Analysis......Page 141
Planning......Page 144
Drafting......Page 148
Revising......Page 157
Proofreading......Page 158
The 3Ps in Action: Responding to the Embarrassing Sign at a National Fast-Food Restaurant......Page 160
The 3Ps in Practice: Announcing Writing Skills Workshops......Page 162
Exercises......Page 163
Company Scenario: Writeaway Hotels......Page 171
Notes......Page 172
5 Revising Your Writing......Page 174
Choosing the Right Words......Page 176
Writing Effective Sentences......Page 185
Developing Logical Paragraphs......Page 188
Creating an Appropriate Tone......Page 192
The 3Ps in Action: Revising Content for an Entertainment Company Website......Page 200
The 3Ps in Practice: Revising an Email to Employees......Page 201
Exercises......Page 202
Company Scenario: Writeaway Hotels......Page 212
Notes......Page 213
Part 3 WRITTEN MESSAGES......Page 215
6 Neutral and Positive Messages......Page 214
Organizing a Neutral Message......Page 216
Sending Instant Messages for Neutral Messages......Page 220
Responding to a Neutral Message......Page 221
Composing Goodwill Messages......Page 224
Addressing Customer Comments Online......Page 228
The 3Ps in Action: Responding to a Request for Information......Page 232
The 3Ps in Practice: Responding to Online Feedback......Page 233
Exercises......Page 234
Company Scenario: In the Loop......Page 240
Notes......Page 241
7 Persuasive Messages......Page 242
Analyzing Your Audience......Page 244
Writing a Short Persuasive Message......Page 248
Writing a Sales Letter......Page 254
Writing and Responding to Negative Customer Feedback......Page 262
The 3Ps in Action: A Sales Letter to Automobile Customers......Page 269
The 3Ps in Practice: Requesting a Visit to Another Dealership......Page 271
Exercises......Page 272
Company Scenario: PersuadeCafé......Page 279
Notes......Page 280
8 Bad-News Messages......Page 282
Planning the Bad-News Message......Page 284
Composing Bad-News Replies......Page 293
Announcing Bad News......Page 297
The 3Ps in Action: Rejecting an Idea to Spin off a Company Division......Page 303
The 3Ps in Practice: Announcing the Close of a Division......Page 305
Exercises......Page 306
Company Scenario: Aggresshop......Page 314
Notes......Page 316
Part 4 REPORT WRITING......Page 319
9 Planning the Report and Managing Data......Page 318
Finding Sources for Your Report......Page 320
Collecting Data Through Questionnaires......Page 327
Displaying Quantitative Information......Page 332
Interpreting Data......Page 343
The 3Ps in Action: Displaying Nutritional Information......Page 346
The 3Ps in Practice: Developing a Questionnaire about Dessert Items......Page 347
Exercises......Page 348
Company Scenario: PersuadeCafé......Page 356
Notes......Page 357
10 Writing the Report......Page 358
Planning the Report......Page 360
Drafting the Report......Page 370
Developing an Effective Writing Style......Page 376
Documenting Your Sources......Page 380
Refining Your Draft......Page 383
The 3Ps in Action: Interpreting Data for Consumers......Page 386
The 3Ps in Practice: Writing an Executive Summary for a PowerPoint Report......Page 387
Exercises......Page 388
Company Scenario: PersuadeCafé......Page 398
Notes......Page 399
Part 5 ORAL AND EMPLOYMENT COMMUNICATION......Page 447
11 Oral Presentation......Page 400
Planning the Presentation......Page 402
Organizing the Presentation......Page 408
Planning Team and Online Presentations......Page 413
Developing Visual Support for Business Presentations......Page 415
Practicing and Delivering the Presentation......Page 425
The 3Ps in Action: Giving Feedback to a Speaker......Page 430
The 3Ps in Practice: Preparing for a TED Conference Presentation......Page 432
Exercises......Page 433
Company Scenario: PersuadeCafé......Page 443
Notes......Page 444
12 Employment Communication......Page 446
Preparing Your Resumé......Page 448
Writing Cover Letters and Inquiry Emails......Page 465
Preparing for a Job Interview......Page 471
Conducting Yourself during the Interview......Page 477
Following Up Throughout the Process......Page 479
Practicing Business Etiquette......Page 482
The 3Ps in Action: Sending a Thank-You Note......Page 488
The 3Ps in Practice: Writing a Resume......Page 490
Exercises......Page 491
Company Scenario: Bank on Me......Page 497
Notes......Page 499
REFERENCE MANUAL......Page 501
LAB 1: Parts of Speech......Page 502
LAB 2: Punctuation—Commas......Page 506
LAB 3: Punctuation—Other Marks......Page 512
LAB 4: Grammar......Page 519
LAB 5: Mechanics......Page 524
LAB 6: Word Usage......Page 530
Formatting Letters and Memos......Page 537
Formatting Primarily Text Reports......Page 540
Formatting Reports in Presentation Software......Page 550
Documenting Sources......Page 551
Proposals......Page 558
Policies and Procedures......Page 562
Situational Reports......Page 564
D: Glossary......Page 566
Index......Page 570