M: Business Communication

Title
Contents
part one Understanding Business Communication
	CHAPTER 1 Communicating in the Workplace
		The Role of Communication in Business
			The Importance of Communication Skills to You
			Why Business Depends upon Communication
			Communication in Brief What Business Professionals Say About Communication
			Current Challenges for Business Communicators
			Communication in Brief The Benefi ts of Cross-Cultural Diversity
			Main Categories of Business Communication
			Communication Networks of the Organization
			Variation in Communication Activity by Business
		The Business Communication Process
			Business Communication as Problem Solving
			A Model of Business Communication
			Communication in Brief What One CEO Looks for in Job Candidates
			Communication in Brief Channel Choice Affects Message Success
		Business Communication: The Bottom Line
part two Mastering Writing and Presentation Basics
	CHAPTER 2 Understanding the Writing Process and the Main Forms of Business Messages
		Workplace Scenario Managing Your Writing Process and Choosing the Right Form
		The Process of Writing
			Planning the Message
			Communication in Brief Do I Need to Write It?
			Communication in Brief Finding the Right Words
			Drafting
			Revising
		Letters
		Memorandums
		Email
			Evaluating Email’s Pros and Cons
			Including the Prefatory Elements
			Beginning the Message
			Organizing the Contents
			Communication in Brief Should I Use Shortcuts in My Email?
			Writing the Email Message
			Closing the Email Message
			Technology in Brief Using Good Email Etiquette Helps You Convey Your Message
			Communication in Brief Composing an Email: The Top
			Mistakes
			Avoiding Inappropriate Use of Email
		Text Messaging
		Instant Messaging
			Communication in Brief Text Messaging: Another Language?
		Social Networking
	CHAPTER 3 Using Visuals in Written and Oral Communication
		Understanding the Visual Communication Process
			Planning
			Workplace Scenario Using Visuals to Help Convey Ideas
			Gathering and Collecting
			Analyzing and Organizing
			Choosing a Form
			Placing and Interpreting
			Evaluating
			Communication in Brief Practicing Visual Ethics
		Choosing the Right Visual
			Text-based Visuals
			Data-generated Graphs and Mashups
			Other Visuals
		Managing Visual Mechanics
			Size
			Layout Arrangement
			Type
			Rules and Borders
			Color and Cross-Hatching
			Clip Art
			Background
			Numbering
			Construction of Titles and Captions
			Placement of Titles and Captions
			Footnotes and Acknowledgments
		Making Document Design Decisions
			Communication in Brief Getting Help to Select the Right Visual
			Layout
			Type
			Art
			Color
	CHAPTER 4 Using an Appropriate Style
		Workplace Scenario Using a Style That Communicates
		The Importance of Adaptation
		Selecting Appropriate Words
			Use Familiar Words
			Use Slang and Popular Clichés with Caution
			Prefer Short Words
			Communication in Brief Managing Formality in Your Writing
			Use Technical Words and Acronyms with Caution
			Use Concrete Language
			Communication in Brief Lost in Translation
			Prefer Active Verbs
			Technology in Brief Grammar and Style Checkers Help Writers with Word Selection
			Communication in Brief Everything You Wanted to Know about Active and Passive Voice
			Communication in Brief Will the Real Verb Please Stand Up?
			Avoid Overuse of Camoufl aged Verbs
			Select Words for Precise Meanings
			Communication in Brief The Trouble with Idioms
			Avoid Discriminatory Wording
			Communication in Brief How Diverse Is Too Diverse?
			Some Final Words about Words
		Writing Clear Sentences
			Limit Sentence Content
			Technology in Brief Readability Statistics Help Writers Evaluate Document Length and Diffi culty
			Communication in Brief Business Etiquette–It Depends on Where You Are
			Economize on Words
			Communication in Brief The Starbucks Study
			Determine Emphasis in Sentence Design
			Give the Sentences Unity
			Communication in Brief Stringy and See-Saw Sentences
			Word Sentences Logically
			Communication in Brief Don’t Make Me Laugh
		Writing Clear Paragraphs
			Give the Paragraphs Unity
			Keep Paragraphs Short
			Make Good Use of Topic Sentences
			Leave Out Unnecessary Detail
			Make Paragraphs Coherent
		Writing for a Positive Effect
			Use a Conversational Style
			Communication in Brief The Business Benefi ts of Positivity
			Technology in Brief Grammar and Style Checkers Help Writers Identify Clichés, Colloquialisms, and Jargon
			Cut Out “Rubber Stamps”
			Use the You-Viewpoint
			Accent the Positive
			Communication in Brief Parent, Child, or Adult?
part three Writing Effective Messages
	CHAPTER 5 Writing Good-News and Neutral Messages
		Preliminary Assessment
		The General Direct Plan
			Beginning with the Objective
			Covering the Remaining Part of the Objective
			Ending with Adapted Goodwill
			Workplace Scenario Writing Routine Inquiries
		Routine Inquiries
			Choosing from Two Types of Beginnings
			Informing and Explaining Adequately
			Structuring the Questions
			Communication in Brief “Twitiquette”: New Technologies, New Expectations
			Ending with Goodwill
			Reviewing the Order
			Technology in Brief Picture Bullets Add a Bit of Flair
			Contrasting Examples
		General Favorable Responses
			Beginning with the Answer
			Identifying the Message Being Answered
			Logically Arranging the Answers
			Skillfully Handling the Negatives
			Workplace Scenario Writing Favorable Responses
			Case Illustration A Routine Inquiry (Getting Information about a Training Program)
			Case Illustration A Routine Inquiry (An Inquiry about Hotel Accommodations)
			Technology in Brief Shortcut Tools Help Writers Improve Productivity and Quality
			Considering Extras
			Closing Cordially
			Technology in Brief ClearContext Helps One Manage Email, Tasks, and Calendar
			Reviewing the Plan
			Contrasting Illustrations
		Adjustment Grants
			Considering Special Needs
			Workplace Scenario Writing Adjustment Grants
			Case Illustration A Routine Response Message (Favorable Response to a Professor’s Request)
			Case Illustration A Routine Response Message (A Request for Detailed Information)
			Reviewing the Plan
			Contrasting Adjustments
			Workplace Scenario Order Acknowledgments and Other Thank-You Messages
		Order Acknowledgments
			Case Illustration An Adjustment Grant Message (Explaining a Human Error)
			Case Illustration Online Order Acknowledgment
			Technology in Brief Tables Help Writers Organize Data for Easy Reading
			Order Acknowledgments
			Directness and Goodwill Building in Order Acknowledgments
			Tact in Order Acknowledgments
			Summarizing the Structure of Order Acknowledgments and Other Thank-You Messages
			Workplace Scenario Writing Claim Messages
			Contrasting Acknowledgments
		Direct Claims
			Using Directness for Claims
			Organizing the Direct Claim
			Contrasting Examples of Claim Messages
			Workplace Scenario Writing Operational Messages
		Operational Communications
			Casual Operational Messages
			Moderately Formal Messages
			Highly Formal Messages
			Summarizing the Structure of Operational Messages
		Other Direct Message Situations
	CHAPTER 6 Writing Bad-News Messages
		Situations Requiring Indirectness
		The General Indirect Plan
			Using a Strategic Buffer
			Setting Up the Negative News
			Communication in Brief Doing Your Facework
			Presenting the Bad News Positively
			Offering an Alternative Solution
			Ending on a Positive Note
			Choosing the Right Tone
			Workplace Scenario Writing Indirect Claims
			Beginning the Indirect Claim with a Buffer
			Describing the Problem Clearly
			Requesting the Correction
			Closing with Goodwill
			Outlining the Indirect Claim Message
			Contrasting Examples of Indirect Claim Messages
		Refused Requests
			Developing the Strategy
			Workplace Scenario Refusing Requests
			Setting Up the Explanation in the Opening
			Presenting the Explanation Convincingly
			Handling the Refusal Positively
			Communication in Brief You Think Saying “No” in the U.S. Is Tricky
			Using a Compromise When Practical
			Closing with Goodwill
			Fitting the General Plan to Refused Requests
			Contrasting Refusals
			Communication in Brief Saying “No” from a “Yes” Position
		Adjustment Refusals
			Determining the Strategy
			Setting Up Your Reasoning
			Workplace Scenario Refusing Adjustment Requests
			Making Your Case
			Refusing Positively and Closing Courteously
			Case Illustration A Refused Request (Turning Down a Speaking Invitation)
			Adapting the General Plan
			Contrasting Adjustment Refusal Messages
			Technology in Brief Email Templates Allow Writers to Reuse and Customize Messages
			Workplace Scenario Writing Negative Announcements
		Negative Announcements
			Determining the Strategy
			Setting Up the Bad News
			Case Illustration An Adjustment Refusal Letter (Refusing a Refund for a Woman’s Dress)
			Case Illustration A Negative Announcement (Reporting a Price Increase)
			Explaining the Situation
			Positively Presenting the Bad News
			Focusing on Next Steps or Remaining Benefi ts
			Closing on a Positive or Encouraging Note
			Reviewing the Plan
			Contrasting Negative Announcements
			Case Illustration A Direct Negative Message (A Message Announcing the Discontinuance of a Program)
			Using Directness in Some Cases
		Other Indirect Messages
	CHAPTER 7 Writing Persuasive Messages + Proposals
		General Advice about Persuasion
			Know Your Readers
			Choose and Develop Targeted Reader Benefi ts
			Make Good Use of Three Kinds of Appeals
			Make It Easy for Your Readers to Comply
		Persuasive Requests
			Workplace Scenario Making Persuasive Requests
			Determining the Persuasive Plan
			Gaining Attention in the Opening
			Communication in Brief Planning an Appealing Argument
			Developing the Appeal
			Making the Request Clearly and Positively
			Summarizing the Plan for Requests
			Case Illustration A Persuasive External Request (Asking for Information about Employment Applicants)
			Case Illustration A Persuasive Internal Request (Persuading Employees to Donate Blood)
			Contrasting Persuasive Requests
		Sales Messages
			Workplace Scenario Designing Sales Messages
			Questioning the Acceptability of Sales Messages
			Preparing to Write a Sales Message
			Determining the Central Appeal
			Communication in Brief The Growing Popularity of White Papers
			Determining the Makeup of the Mailing
			Gaining Attention
			Holding Attention in the Opening
			Building a Persuasive Case
			Stressing the You-Viewpoint
			Case Illustration A Direct-Mail Message (Selling a Lawn-Care Service)
			Communication in Brief Sales-Related Insights from Behavioral Economics
			Communication in Brief The Importance of Vividness in Sales Messages
			Choosing Words Carefully
			Including All Necessary Information
			Case Illustration An Email Sales Message (Persuading Professionals to Attend a Seminar)
			Driving for the Sale
			Communication in Brief Persuasive Strategies Vary Across Cultures
				Adding a Postscript
					Offering Name Removal to Email Readers
					Reviewing the General Sales Plan
					Evaluating Contrasting Examples
				Proposals
					Workplace Scenario Writing Proposals
					Types of Proposals
					Technology in Brief Visuals Help Business Writers Add Interest to Sales Messages
					Communication in Brief And the Most Overused Marketing Cliché Is
					Proposal Format and Contents
			Communication in Brief The Seven Deadly Sins of Proposal Writing
			Case Illustration An Internal Unsolicited Proposal (Asking for Funding for a Professional Resource)
			Case Illustration A Solicited External Proposal (Selling Research Services)
part four Writing Effective Reports
	CHAPTER 8 Researching + Writing Reports
		Workplace Scenario Researching and Writing Reports on the Job
		Defi ning Reports
			Communication in Brief Report-Writing Practices and the Sarbanes-Oxley Act
		Determining the Report Problem
			The Preliminary Investigation
			Need for Clear Problem and Purpose Statements
		Determining the Factors
			Use of Subtopics in Information Reports
			Hypotheses for Problems Requiring a Solution
			Bases of Comparison in Evaluation Studies
		Gathering the Information Needed
			Conducting Secondary Research
			Conducting Primary Research
			Technology in Brief Doing More Effi cient Repeat Searching through Favorites
			Collecting Information by Survey
			Technology in Brief Survey Tools Help Writers Lay Out, Analyze, and Report Results of Questionnaires
			Conducting Qualitative Research
			Evaluating and Reporting Data
			Conducting Ethical Business Research
		Interpreting the Findings
			Technology in Brief Citation Managers Help Writers Document Their Report Sources
			Advice for Avoiding Human Error
			Appropriate Attitudes and Practices
			Statistical Tools in Interpretation
		Organizing the Report Information
			The Nature and Benefi ts of Outlining
			Organization by Division
			Technology in Brief Application Tools Assist the Writer in Both Identifying Factors and Outlining
			Division by Conventional Relationships
			Combination and Multiple Division Possibilities
			From Outline to Table of Contents
			Communication in Brief Contrasting Headings from a Sample Report
		Writing the Report
			Beginning and Ending
			Maintaining Objectivity
			Communication in Brief Formal, Informal, or Somewhere in Between?
			Being Consistent with Time Viewpoint
			Using Transitions
			Communication in Brief Choice Lines Gleaned from Accident Reports Submitted to Insurance Companies
			Maintaining Interest
		Writing Collaboratively
			Determining the Group Makeup
			Planning for Effective Participation
			Communication in Brief Does Your Group Have Emotional Intelligence?
			Choosing the Means of Collaboration
			Researching and Writing the Collaborative Report
			Technology in Brief Comment and Review Tools Help Track Others’ Changes to Your Document
		CHAPTER 9 Writing Short Reports
			Workplace Scenario Preparing Short Reports
		An Overview of Report Components
			The Report Classifi cation Plan
			The Report Components
		Characteristics of Shorter Reports
			Little Need for Introductory Information
			Communication in Brief Creating a Report Title with the 5 Ws and 1 H
			Predominance of the Direct Order
			Communication in Brief Tips from a Professional Explainer
			More Personal Writing Style
			Less Need for a Structured Coherence Plan
			Technology in Brief Templates Help Writers Format Reports
		Forms of Shorter Reports
			The Short Report
			Letter Reports
			Case Illustration A Letter Report
			Communication in Brief The Monetary Value of a Good Report
			Communication in Brief Knowledge Management Gives Companies the Competitive Edge
			Email and Memo Reports
			Written Reports in Other Forms
			Case Illustration A Progress Report in Email Form
		Types of Short Reports
			Routine Operational Reports
			Progress Reports
			Case Illustration A Midlength Recommendation Report of Midlevel Formality
			Problem-Solving Reports
			Audit Reports
			Meeting Minutes
			Case Illustration Meeting Minutes
part fi ve Using Oral and Job-Search Skills
	CHAPTER 10 Communicating Orally
		Workplace Scenario Communicating Orally on the Job
		Conversing Informally
			Talking Informally
			Communication in Brief How Executives Feel about Graduates’ Communication Skills
			Listening
			Communication in Brief Self-Assessment of Listening Practices Can Help You Identify Areas Needing Improvement
			Communication in Brief The Ten Commandments of Listening
			Using the Phone
			Using Voice Input
			Technology in Brief Voice Input Saves Writers Time
			Communication in Brief Courteous Use of Cell Phones
			Conducting and Participating in Meetings
			Technology in Brief Collaborative Tools Support Virtual Meetings
		Making Formal Presentations
			Selection of the Topic
			Preparation of the Presentation
			Communication in Brief Making Presentations More Social
			Selection of the Presentation Method
			Audience Analysis and Self-Analysis
			Technology in Brief Presentation Delivery Tools Help You Convey Your Message Effectively
			Effective Delivery Techniques
			Communication in Brief Some Gesture Differences across Cultures
			Technology in Brief Phone Apps Can Help You Control a Presentation
			Communication in Brief Make Your Last Slide Work
			Use of Visuals
			Team Presentations
			Virtual Presentations
	CHAPTER 11 Communicating in the Job Search
		Workplace Scenario Conducting the Job-Search Process
		Conducting Preliminary Activities in the Job Search
			Building a Network of Contacts
			Technology in Brief Trusted Professional Networking Can Become a Powerful Tool
			Identifying Appropriate Jobs
			Analyzing Yourself
			Analyzing Outside Factors
			Finding Your Employer
		Preparing the Application Documents
			Technology in Brief Web Page Résumés Can Work for You
			Workplace Scenario Writing Résumés and Applications
			Constructing the Résumé
			Communication in Brief Major Reasons Hiring Managers Reject Applicants
			Case Illustration Incompleteness and Bad Arrangement in a Traditional Print Résumé
			Case Illustration Thoroughness and Good Arrangement in a Traditional Print Résumé
			Case Illustration Thoroughness and Good Arrangement for a Reference Sheet
			Case Illustration Traditional Print Résumé Organized in Reverse Chronological Format
			Case Illustration Multimedia Résumé Using a Web-Based App, Visual CV, with Customized Form and Content
			Case Illustration LinkedIn Full Profi le Integrating References and Recommendations with Skills and Experience
			Case Illustration Traditional Print Résumé Using the Functional Organization for the Skills Section
			Case Illustration Traditional Print Résumé Using Highlights of Qualifi cations and Accomplishments Sections
			Writing the Cover Message
			Case Illustration Digital ASCII/Text Résumé for Use with Online Databases and Requests from Employers
			Communication in Brief Words of Wisdom: Stick with the Truth
			Communication in Brief Developing a Professional Portfolio
			Technology in Brief Websites Offer Valuable Interview Advice
		Handling the Interview
			Case Illustration A Cover Letter Using a Conservative Style
			Case Illustration A Cover Letter Responding to an Advertisement
			Case Illustration A Prospecting Cover Letter
			Case Illustration A Prospecting Cover Letter
			Investigating the Company
			Making a Good Appearance
			Anticipating Questions and Preparing Answers
			Putting Yourself at Ease
			Helping to Control the Dialogue
		Following Up and Ending the Application
			Writing Follow-up Messages
			Communication in Brief Some Quotes on Thank-you Notes by Today’s Businesspeople
			Continuing Job-Search Activities
SUPPLEMENTARY A Document Formats
	Form of Business Letters
	Forms of Memorandums
	Form of Letter and Memorandum Reports
	Form of Formal Reports
SUPPLEMENTARY B Correctness of Communication
	The Importance of Correctness
	The Nature of Correctness
		Workplace Scenario The Effects of Correctness on Communication
		Communication in Brief Can You Detect the Difference that Punctuation Makes?
	Standards for Punctuation
		Technology in Brief Using the Internet to Improve Your Grammar
		Technology in Brief Hyphen, Small Dash, or Big Dash?
	Standards for Grammar
	Standards for the Use of Numbers: No
	Spelling: SP
	Capitalization: Cap
	Critical Thinking Questions
	A Self-Administered Diagnostic Test of Correctness
	Corrections for the Self-Administered Diagnostic Test of Correctness
SUPPLEMENTARY C Cross-Cultural Communication
	The Growing Importance of Cross-Cultural Communication
		Workplace Scenario Cross-Cultural Communication
	Dimensions of Cultural Difference
		Technology in Brief Web Tools for Cross-Cultural Communication
		Communication in Brief Carefully Present and Receive a Business Card in Japan
		Communication in Brief High-Context versus Low-Context Cultures: Edward T. Hall
		Communication in Brief Five Dimensions of Culture: Geert Hofstede
		Communication in Brief Linear-actives, Multi-actives, and Reactives: Richard D. Lewis
		Communication in Brief Blundering with Words
	Problems of Language C-
		Communication in Brief Catching Troublesome Expressions for Nonnative Speakers C-
	Advice for Communicating Across Cultures C-
	Discussion Questions C-
SUPPLEMENTARY D The Long Report
	Components of Long, Formal Reports
		Technology in Brief Using a Table of Contents Generator for Speed and Accuracy
	The Structural Coherence Plan
	The Long Analytical Report Illustrated
SUPPLEMENTARY E Documentation of Sources
	When to Acknowledge
		Communication in Brief Quotation Marks, Citation, Both, or Neither?
	How to Acknowledge
	Presentation of Quoted Information
	The Reference List or Bibliography
		Technology in Brief Use Citation Management Tools with Caution
	Differences Between MLA, Chicago, and APA Formats
Endnotes
Credits
Index