Excellence In Business Communication

Cover
Title Page
Copyright
Brief Contents
Contents
Preface
Prologue
Part 1. Understanding the Foundations of Business Communication
1. Professional Communication in a Digital, Social, Mobile World
Communicating At KLM
Understanding Why Communication Matters
Communication Is Important to Your Career
Communication Is Important to Your Company
What Makes Business Communication Effective?
Communicating as a Professional
Understanding What Employers Expect from You
Communicating in an Organizational Context
Adopting an Audience-Centered Approach
Exploring the Communication Process
The Conventional Communication Model
Barriers in the Communication Environment
Inside the Mind of Your Audience
The Social Communication Model
Using Technology to Improve Communication
The Potential Benefits of Communication Technology
The Spectrum of Contemporary Communication Technology
Committing to Ethical and Legal Communication
Forms of Unethical Communication
Distinguishing Ethical Dilemmas from Ethical Lapses
Ensuring Ethical Communication
Ensuring Legal Communication
Developing Skills for Your Career
Applying What You’ve Learned
Solving Communication Dilemmas At KLM
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Apply Your Skills Now Practice Your Professionalism
Practicing Ethical Communication Are You My Adviser or My Advisor?
2. Interpersonal Communication Skills
Communicating At OpenText
Improving Your Listening Skills
Understanding Why Listening Is Such a Complex Process
Becoming a Better Listener
Improving Your Nonverbal Communication Skills
Recognizing Nonverbal Communication
Using Nonverbal Communication Effectively
Developing Your Conversational Skills
Initiating Business Conversations
Maintaining a Positive Conversational Flow
Gracefully Concluding a Conversation
Handling Difficult Conversations
Managing Workplace Conflict
Why Conflict Arises in the Workplace
Constructive Versus Destructive Conflict
Steps to Resolve Conflict
Developing Your Skills as a Negotiator
Understanding the Principles of Negotiation
Preparing for a Negotiation
Engaging in Negotiation
Solving Communication Dilemmas At OpenText
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Five-Minute Guide To Resolving Workplace Conflict
Five-Minute Guide To Business Negotiations
Apply Your Skills Now Prepare Yourself for a Difficult Conversation
3. Collaboration and Business Etiquette
Communicating At ING
Communicating Effectively in Teams
Types of Teams
Advantages and Disadvantages of Teams
Characteristics of Effective Teams
Group Dynamics
Virtual Teams
Collaborating on Communication Efforts
Collaboration Arrangements
Giving—and Responding to—Constructive Feedback
Technologies for Collaborative Communication
Making Your Meetings More Productive
Preparing for Meetings
Leading and Contributing to Efficient Meetings
Putting Meeting Results to Productive Use
Conducting Virtual Meetings
Developing Your Business Etiquette
Business Etiquette in the Workplace
Business Etiquette in Social Settings
Online Etiquette
Telephone Etiquette
Mobile Device Etiquette
Solving Communication Dilemmas At ING
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Five-Minute Guide To Better Business Meetings
Developing As A Professional Being a Team Player
Intelligent Communication Technology Hi, I’m an Algorithm, Your New Teammate
4. Communication Challenges in a Diverse, Global Marketplace
Communicating At Siemens AG
Understanding the Opportunities and Challenges of Communication in a Diverse World
The Opportunities in a Global Marketplace
The Advantages of a Diverse Workforce
The Challenges of Intercultural Communication
Developing Cultural Competency
Understanding the Concept of Culture
Overcoming Ethnocentrism and Stereotyping
Recognizing Variations in a Diverse World
Contextual Differences
Legal and Ethical Differences
Social Norms and Customs
Nonverbal Communication
Age Differences
Gender Differences
Religious Differences
Ability Differences
Adapting to Other Business Cultures
Guidelines for Adapting to Any Business Culture
Guidelines for Adapting to U.S. Business Culture
Improving Intercultural Communication Skills
Studying Other Cultures
Studying Other Languages
Respecting Preferences for Communication Style
Writing Clearly
Speaking and Listening Carefully
Helping Others Adapt to Your Culture
Solving Communication Dilemmas AT Siemens AG
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Intelligent Communication Technology Real-Time Translation
Part 2. Applying the Three-Step Writing Process
5. Planning Business Messages
Communicating At Wolff Olins
Understanding the Three-Step Writing Process
Optimizing Your Writing Time
Planning Effectively
Analyzing the Situation
Defining Your Purpose
Developing an Audience Profile
Gathering Information
Uncovering Audience Needs
Finding Your Focus
Providing Required Information
Selecting the Best Combination of Media and Channels
The Most Common Media and Channel Options
Factors to Consider When Choosing Media and Channels
Organizing Your Information
Defining Your Main Idea
Limiting Your Scope
Choosing Between Direct and Indirect Approaches
Outlining Your Content
Building Reader Interest with Storytelling Techniques
Solving Communication Dilemmas At Wolff Olins
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Practicing Ethical Communication How Much Information Is Enough?
Intelligent Communication Technology Shaping Stories with the Help of Artificial Intelligence
6. Writing Business Messages
Communicating At Lumen/Kaleigh Moore
Adapting to Your Audience: Being Sensitive to Audience Needs
Using the “You” Attitude
Maintaining Standards of Etiquette
Emphasizing the Positive
Using Bias-Free Language
Adapting to Your Audience: Building Strong Relationships
Establishing Your Credibility
Projecting Your Company’s Image
Adapting to Your Audience: Controlling Your Style and Tone
Creating a Conversational Tone
Using Plain Language
Selecting the Active or Passive Voice
Composing Your Message: Choosing Powerful Words
Using Words Correctly
Using Words Effectively
Understanding Denotation and Connotation
Balancing Abstract and Concrete Words
Composing Your Message: Creating Effective Sentences
Choosing from the Four Types of Sentences
Using Sentence Style to Emphasize Key Thoughts
Composing Your Message: Crafting Unified, Coherent Paragraphs
Creating the Elements of a Paragraph
Choosing the Best Way to Develop Each Paragraph
Writing Messages for Mobile Devices
Solving Communication Dilemmas At Lumen/Kaleigh Moore
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Five-Minute Guide To Composing A Business Message Or Document
Intelligent Communication Technology Amplifying Your Writing with Augmented Writing Software
Apply Your Skills Now Think Now, Write Later
7. Completing Business Messages
Communicating At Type Together
Revising Your Message: Evaluating the First Draft
Evaluating Your Content, Organization, Style, and Tone
Evaluating, Editing, and Revising the Work of Others
Revising to Improve Readability
Varying the Length of Your Sentences
Keeping Your Paragraphs Short
Using Lists and Bullets to Clarify and Emphasize
Adding Headings and Subheadings
Editing for Clarity and Conciseness
Editing for Clarity
Editing for Conciseness
Producing Your Message
Designing for Readability
Formatting Formal Letters and Memos
Designing Messages for Mobile Devices
Proofreading Your Message
Distributing Your Message
Solving Communication Dilemmas At Type Together
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Five-Minute Guide To Revising And Proofreading
Apply Your Skills Now Make Qa Part of Your Communication Process
Part 3. Crafting Brief Business Messages
8. Crafting Messages for Digital Channels
Communicating At Futurice
Digital Channels for Business Communication
Channel Options for Brief Messages
Compositional Modes for Digital Media
The Emoji Question—Overcoming the Limitations of Lean Media
Social Networking Platforms
Categories of Social Platforms
Business Communication Uses of Social Platforms
Communication Strategies for Business Social Networking
Email
Planning Email Messages
Writing Email Content
The Email Subject Line: Persuading People to Open Your Messages
Completing Email Messages
Business Messaging
Categories of Business Messaging
Tips for Successful Messaging
Blogging
Business Applications of Blogging
Tips for Successful Blogging
Microblogging
Business Applications of Microblogging
Tips for Effective Business Tweets
Podcasting
Solving Communication Dilemmas At Futurice
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Five-Minute Guide To Better Business Email
Five-Minute Guide To Better Blog Posts
Apply Your Skills Now Develop Professional-Grade Email Skills
Intelligent Communication Technology Nice Chatting with You
9. Writing Routine and Positive Messages
Communicating At Productivity Report
Strategy for Routine Requests
Open with Your Request
Explain and Justify Your Request
Request Specific Action in a Courteous Close
Common Examples of Routine Requests
Asking for Information or Action
Asking for Recommendations
Making Claims and Requesting Adjustments
Strategy for Routine Replies, Routine Messages, and Positive Messages
Open with the Main Idea
Provide Necessary Details and Explanation
End with a Courteous Close
Common Examples of Routine Replies, Routine Messages, and Positive Messages
Answering Requests for Information and Action
Granting Claims and Requests for Adjustment
Providing Recommendations and References
Sharing Routine Information
Writing Instructions
Announcing Good News
Fostering Goodwill
Solving Communication Dilemmas At Productivity Report
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Developing As A Professional Maintaining a Confident, Positive Outlook
10. Writing Negative Messages
Communicating At British Petroleum
Using the Three-Step Writing Process for Negative Messages
Step 1: Planning a Negative Message
Step 2: Writing Negative Messages
Step 3: Completing Negative Messages
Using the Direct Approach for Negative Messages
Open with a Clear Statement of the Bad News
Provide Reasons and Additional Information
Close on a Respectful Note
Using the Indirect Approach for Negative Messages
Open with a Buffer
Provide Reasons and Additional Information
Continue with a Clear Statement of the Bad News
Close on a Respectful Note
Maintaining High Standards of Ethics and Etiquette
Sending Negative Messages on Routine Business Matters
Making Negative Announcements on Routine Business Matters
Rejecting Suggestions and Proposals
Refusing Routine Requests
Handling Bad News About Transactions
Refusing Claims and Requests for Adjustment
Sending Negative Organizational News
Communicating Under Normal Circumstances
Responding to Negative Information in a Social Media Environment
Communicating in a Crisis
Sending Negative Employment Messages
Refusing Requests for Recommendations and References
Refusing Social Networking Recommendation Requests
Rejecting Job Applications
Giving Negative Performance Reviews
Terminating Employment
Solving Communication Dilemmas At British Petroleum
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Five-Minute Guide To Writing Negative Messages
Practicing Ethical Communication The Deceptive Soft Sell
11. Writing Persuasive Messages
Communicating At Stitch Fix
Using the Three-Step Writing Process for Persuasive Messages
Step 1: Planning Persuasive Messages
Step 2: Writing Persuasive Messages
Step 3: Completing Persuasive Messages
Developing Persuasive Business Messages
Strategies for Persuasive Business Messages
Common Examples of Persuasive Business Messages
Developing Marketing and Sales Messages
Planning Marketing and Sales Messages
Writing Conventional Marketing and Sales Messages
Writing Promotional Messages for Social Media
Creating Promotional Messages for Mobile Devices
Maintaining High Standards of Ethics, Legal Compliance, and Etiquette
Solving Communication Dilemmas At Stitch Fix
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Apply Your Skills Now Making Difficult Requests
Practicing Ethical Communication Pushing the Limits of Credibility
Part 4. Preparing Reports and Presentations
12. Planning Reports and Proposals
Communicating At Strategyzer
Applying the Three-Step Writing Process to Reports and Proposals
Analyzing the Situation
Gathering Information
Selecting the Right Combination of Media and Channels
Organizing Your Information
Supporting Your Messages with Reliable Information
Planning Your Research
Locating Data and Information
Evaluating Information Sources
Using Your Research Results
Conducting Secondary Research
Finding Information at a Library
Finding Information Online
Documenting Your Sources
Conducting Primary Research
Conducting Surveys
Conducting Interviews
Planning Informational Reports
Organizing Informational Reports
Creating Successful Business Plans
Organizing Website Content
Planning Analytical Reports
Focusing on Conclusions
Focusing on Recommendations
Focusing on Logical Arguments
Planning Proposals
Solving Communication Dilemmas At Strategyzer
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Developing As A Professional Being Dependable and Accountable
Intelligent Communication Technology Finding Meaning with Text Mining
Five-Minute Guide To Planning Reports And Proposals
13. Writing and Completing Reports and Proposals
Communicating At PricewaterhouseCoopers
Writing Reports and Proposals
Adapting to Your Audience
Drafting Report Content
Drafting Proposal Content
Writing for Websites and Wikis
Drafting Website Content
Collaborating on Wikis
Illustrating Your Reports with Effective Visuals
Understanding Visual Design Principles
Understanding the Ethics of Visual Communication
Choosing the Right Visual for the Job
Designing Effective Visuals
Completing Reports and Proposals
Producing Formal Reports and Proposals
Distributing Reports and Proposals
Solving Communication Dilemmas At PricewaterhouseCoopers
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Practicing Ethical Communication Distorting the Data
14. Developing and Delivering Business Presentations
Communicating At Barnett International
Planning a Presentation
Analyzing the Situation
Selecting the Best Media and Channels
Organizing a Presentation
Developing a Presentation
Adapting to Your Audience
Crafting Presentation Content
Enhancing Your Presentation with Effective Visuals
Choosing Structured or Free-Form Slides
Designing Effective Slides
Integrating Mobile Devices in Presentations
Completing a Presentation
Finalizing Your Slides
Creating Effective Handouts
Choosing Your Presentation Method
Practicing Your Delivery
Delivering a Presentation
Overcoming Anxiety
Handling Questions Responsively
Embracing the Backchannel
Giving Presentations Online
Ensuring Successful Team Presentations
Solving Communication Dilemmas At Barnett International
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Developing As A Professional Recovering from Disasters
Five-Minute Guide To Planning Presentations
Part 5. Writing Employment Messages and Interviewing for Jobs
15. Building Careers and Writing Résumés
Communicating At Patreon
Finding the Ideal Opportunity in Today’s Job Market
Writing the Story of You
Learning to Think Like an Employer
Researching Industries and Companies of Interest
Translating Your General Potential into a Specific Solution for Each Employer
Taking the Initiative to Find Opportunities
Building Your Network
Seeking Career Counseling
Avoiding Career-Search Mistakes
Planning Your Résumé
Analyzing Your Purpose and Audience
Gathering Pertinent Information
Selecting the Best Media and Channels
Organizing Your Résumé Around Your Strengths
Addressing Areas of Concern
Writing Your Résumé
Keeping Your Résumé Honest
Adapting Your Résumé to Your Audience
Composing Your Résumé
Completing Your Résumé
Revising Your Résumé
Producing Your Résumé
Proofreading Your Résumé
Distributing Your Résumé
Building an Effective LinkedIn Profile
Solving Communication Dilemmas AT Patreon
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Five-Minute Guide To Planning Your Résumé
Developing As A Professional Striving to Excel
Intelligent Communication Technology Make Friends with the Résumé Bots
16. Applying and Interviewing for Employment
Communicating At Burning Glass
Submitting Your Résumé
Writing Application Letters
Following Up After Submitting a Résumé
Understanding the Interviewing Process
The Typical Sequence of Interviews
Common Types of Interviews and Interview Questions
Interview Media
What Employers Look for in an Interview
Preemployment Testing and Background Checks
Preparing for a Job Interview
Learning About the Organization
Thinking Ahead About Questions
Boosting Your Confidence
Polishing Your Interview Style
Presenting a Professional Image
Being Ready When You Arrive
Interviewing for Success
The Warm-Up
The Question-and-Answer Stage
The Close
Interview Notes
Following Up After an Interview
Follow-Up Message
Message of Inquiry
Request for a Time Extension
Letter of Acceptance
Letter Declining a Job Offer
Letter of Resignation
Solving Communication Dilemmas At Burning Glass
Learning Objectives Checkup
Key Terms
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Build Your Career
Improve Your Grammar, Mechanics, and Usage
Cases
Five-Minute Guide To Preparing For Job Interviews
Intelligent Communication Technology Getting Comfortable with AI-Assisted Recruiting and Interviewing
Intelligent Communication Technology Improving Fairness and Finding Better Talent with Blind Auditions
Appendix A. Format and Layout of Business Documents
First Impressions
Paper
Customization
Appearance
Letters
Standard Letter Parts
Additional Letter Parts
Letter Formats
Envelopes
Addressing The Envelope
Folding To Fit
International Mail
Memos
Reports
Margins
Headings
Page Numbers
Appendix B. Documentation of Report Sources
Chicago Humanities Style
In-Text Citation—Chicago Humanities Style
Bibliography—Chicago Humanities Style
APA Style
In-Text Citation—Apa Style
List Of References—Apa Style
MLA Style
In-Text Citation—MLA Style
List Of Works Cited—MLA Style
Appendix C. Correction Symbols
Handbook of Grammar, Mechanics, and Usage
Diagnostic Test of English Skills
Assessment of English Skills
Essentials of Grammar, Mechanics, and Usage
1.0 Grammar
1.1 Nouns
1.2 Pronouns
1.3 Verbs
1.4 Adjectives
1.5 Adverbs
1.6 Other Parts Of Speech
1.7 Sentences
2.0 Punctuation
2.1 Periods
2.2 Question Marks
2.3 Exclamation Points
2.4 Semicolons
2.5 Colons
2.6 Commas
2.7 Dashes
2.8 Hyphens
2.9 Apostrophes
2.10 Quotation Marks
2.11 Parentheses And Brackets
2.12 Ellipses
3.0 Mechanics
3.1 Capitalization
3.2 Underscores And Italics
3.3 Abbreviations
3.4 Numbers
3.5 Word Division
4.0 Vocabulary
4.1 Frequently Confused Words
4.2 Frequently Misused Words
4.3 Frequently Misspelled Words
4.4 Transitional Words And Phrases
Answer Keys
Brand, Organization, and Name Index
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Subject Index
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