The business communication handbook

Title page
Imprint page
Brief contents
Contents
Guide to the text
Guide to the online resources
Preface
Acknowledgements
About the authors
Learning map
Part 1: Communication foundations in the digital era
	Spotlight on: Communication
	Chapter 1: Understand communication practices
		1.1 Forms and functions of communication
		1.2 The communication process
		1.3 Ethics in communication
		1.4 Factors impacting business communication
		1.5 Intercultural communication
		Learning activities
		Case study: Feedback matters
	Chapter 2: Develop emotional intelligence and interpersonal intelligence
		2.1 What is emotional intelligence?
		2.2 What are the benefits of emotional intelligence?
		2.3 What is emotional labour?
		2.4 Nonverbal communication
		2.5 The process of listening and providing feedback
		2.6 Assertiveness
		Learning activities
		Case study: Is emotional intelligence important?
	Chapter 3: Adapt to change in the digital era
		3.1 What is adaptability?
		3.2 Barriers to being adaptable
		3.3 Why is digital literacy important?
		3.4 Digital channels improve communication
		Learning activities
		Case study: Nina’s adaptation to a new role
	Chapter 4: Develop communication skills for employment
		4.1 Searching for a job
		4.2 Types of resume
		4.3 Optimise resumes for keyword searches
		4.4 Job interviews
		Learning activities
		Case study: Amar and Rochelle – keywords
Part 2: Communication strategies in the workplace
	Spotlight on: Workplace communication
	Chapter 5: Organise workplace information
		5.1 Apply relevant legislation
		5.2 Collect information
		5.3 Organise information
		5.4 Use and share information
		5.5 Review information needs
		Learning activities
		Case study: Information and privacy issues
	Chapter 6: Manage work priorities and professional development
		6.1 Workgroup goals and plans
		6.2 Plan and complete own work schedule
		6.3 Use a time-management plan
		6.4 Assess skills against benchmarks
		6.5 Coordinate professional development
		Learning activities
		Case study: Flower Home Improvements
	Chapter 7: Deliver presentations and speeches
		7.1 Types of public speaking
		7.2 Plan the presentation or speech
		7.3 Write the presentation or speech
		7.4 Choose your aids, materials and presentation techniques
		7.5 Deliver the presentation or speech
		7.6 Handle difficult members of an audience
		7.7 Review the presentation or speech
		Learning activities
		Case study: FASDEL Transport Company
	Chapter 8: Develop negotiation and conflict management skills
		8.1 What is negotiation?
		8.2 Negotiating options
		8.3 Interest-based negotiation
		8.4 What is conflict?
		8.5 Constructive behaviours
		8.6 Map the conflict
		Learning activities
		Case study: Michael and Cathy’s response to conflict
	Chapter 9: Implement and monitor a safe workplace
		9.1 Communicate and facilitate workplace health and safety
		9.2 Implement and monitor participative arrangements
		9.3 Monitor procedures for providing WHS training
		9.4 Implement and monitor procedures for identifying hazards and assessing risks
		9.5 Implement and monitor procedures for controlling risks
		9.6 Implement procedures for maintaining WHS records
		Learning activities
		Case study: Neil’s approach to safety performance
Part 3
: Communication with customers
	Spotlight on: Communication with customers
	Chapter 10: Deliver and monitor service to address customer needs
		10.1 Customer responsive communication
		10.2 Address customer needs
		10.3 Deal with customer complaints
		10.4 Communicate effectively on the telephone
		10.5 Monitor and report on service delivery
		Learning activities
		Case study: Customer service blunder: Kitchen delivery
	Chapter 11: Manage customer engagement
		11.1 What is customer engagement?
		11.2 Methods for engagement
		11.3 Build and maintain networks
		11.4 Social media
		11.5 Corrective actions
		Learning activities
		Case study: TMP Airlines’ management of Facebook and Twitter
Part 4
: Communication through documents
	Spotlight on: Communication through documents
	Chapter 12: Analyse and present research information
		12.1 Workplace research
		12.2 Sources of information
		12.3 Working with qualitative and quantitative data
		12.4 Reference sources of information
		Learning activities
		Case study: Ergonomic tips to improve our workspaces
	Chapter 13: Communicate using graphics and visual aids
		13.1 What is visual communication?
		13.2 Different types of graphics
		13.3 Selecting and presenting graphics
		13.4 Ensuring quality and ethics
		Learning activities
		Case study: North Hospital Pty Ltd
	Chapter 14: Effective business writing
		14.1 What is business writing?
		14.2 The seven components of writing style
		14.3 Ethical business writing
		14.4 Writing email
		14.5 Writing screen-based content
		Learning activities
		Case study: The virtual bookkeeping service
	Chapter 15: Writing business letters
		15.1 Applying the three-step writing process to business letters
		15.2 Formatting a business letter
		15.3 Writing good-news or neutral letters
		15.4 Writing a bad-news letter
		15.5 Writing persuasive letters
		15.6 Writing and responding to written complaints
		Learning activities
		Case study: Anna’s recommendation: debtor collection/reminder letters
	Chapter 16: Write short reports
		16.1 Write short reports
		16.2 Short report formats
		16.3 Six types of short reports
		Learning activities
		Case study: How can a company benefit from dashboard reporting?
	Chapter 17: Write long reports
		17.1 Plan a long report
		17.2 Writing a long report
		17.3 Formatting a long report
		17.4 Edit and review a long report
		Learning activities
		Case study: Hazell Engineering: northern expansion
	Chapter 18: Write technical documents and proposals
		18.1 The purpose of technical writing
		18.2 Main features of technical writing
		18.3 Common types of technical documents
		18.4 Proposals and tenders
		18.5 Review and edit
		Learning activities
		Case study: Jargon and technical definitions
	Chapter 19: Record keeping
		19.1 The importance, function and life cycle of records
		19.2 Identifying and gathering records
		19.3 Access rules and procedures
		19.4 Providing records within reasonable timeframes
		Learning activities
		Case study: Capture of records
Part 5
: Communication across the organisation
	Spotlight on: Communication across the organisation
	Chapter 20: Develop effective workplace relationships
		20.1 Collect and communicate information and ideas and engage in joint decision making
		20.2 Give and receive instructions at work
		20.3 Develop trust and confidence
		20.4 Interpersonal communication styles
		20.5 Manage poor work performance
		20.6 Develop and maintain networks and relationships
		Learning activities
		Case study: Managing performance
	Chapter 21: Manage team effectiveness
		21.1 What is a team?
		21.2 Team communication
		21.3 Work-team enablers
		21.4 Facilitate teamwork
		21.5 Liaise with management and other stakeholders
		Learning activities
		Case study: Fairlight Media Company
	Chapter 22: Lead and develop teams and individuals
		22.1 What does a leader do?
		22.2 Sources of influence and power
		22.3 Team-based leadership
		22.4 Working with diversity
		22.5 Develop teams and individuals
		Learning activities
		Case study: Rumblings in the team ranks
	Chapter 23: Organise and manage meetings
		23.1 Determine the purpose
		23.2 Meeting roles and responsibilities
		23.3 Communicate to achieve results
		23.4 Decision making and problem solving in a meeting
		23.5 Follow up and keep records
		Learning activities
		Case study: HAHN Food Group meetings
Glossary
Index