Business Communication for Success

Brief Contents
Contents
About the Author
Acknowledgments
Dedications
Preface
Chapter 1: Effective Business Communication
1.1: Getting Started
1.2: Why Is It Important to Communicate Well?
Communication Influences Your Thinking about Yourself and Others
Communication Influences How You Learn
Communication Represents You and Your Employer
Communication Skills Are Desired by Business and Industry
1.3: What Is Communication?
Defining Communication
Eight Essential Components of Communication
Source
Message
Channel
Receiver
Feedback
Environment
Context
Interference
Two Models of Communication
1.4: Communication in Context
Intrapersonal Communication
Interpersonal Communication
Group Communication
Public Communication
Mass Communication
1.5: Your Responsibilities as a Communicator
Communicator Is Prepared
The Prepared Communicator Is Organized
The Prepared Communicator Is Clear
The Prepared Communicator Is Concise and Punctual
Communicator Is Ethical
The Ethical Communicator Is Egalitarian
The Ethical Communicator Is Respectful
The Ethical Communicator Is Trustworthy
The “Golden Rule”
1.6: Additional Resources
Endnotes
Chapter 2: Delivering Your Message
2.1: Getting Started
2.2: What Is Language?
2.3: Messages
Primary Message Is Not the Whole Message
Parts of a Message
2.4: Mobile Communication Messages
The Mobile Revolution
Smartphones as a Communication Platform
Impact of Mobile Communication on Businesses
Designing Messages for Mobile Devices
Direct Manipulation
Visual Media for Mobile Devices
Conclusion
2.5: Principles of Verbal Communication
Language Has Rules
Our Reality Is Shaped by Our Language
Language Is Arbitrary and Symbolic
Language Is Abstract
Language Organizes and Classifies Reality
2.6: Language Can be an Obstacle to Communication
Cliché
Jargon
Slang
Sexist and Racist Language
Euphemisms
Doublespeak
2.7: Emphasis Strategies
Visual Communication
Signposts
Internal Summaries and Foreshadowing
Repetition
2.8: Improving Verbal Communication
Define Your Terms
Choose Precise Words
Consider Your Audience
Take Control of Your Tone
Check for Understanding
Be Results Oriented
2.9: Additional Resources
Endnotes
Chapter 3: Understanding Your Audience
3.1: Getting Started
3.2: Self-Understanding Is Fundamental to Communication
Self-Concept
Attitudes, Beliefs, and Values
Self-Image and Self-Esteem
Looking-Glass Self
Self-Fulfilling Prophecy
3.3: Perception
Selection
Organization
Organization Schemes
Gestalt Principles of Organization
Interpretation
3.4: Differences in Perception
Why Don’t We All See Eye to Eye?
Individual Differences in Perception
3.5: Getting to Know Your Audience
Demographic Traits
Improving Your Perceptions of Your Audience
Fairness in Communication
3.6: Listening and Reading for Understanding
Active Listening and Reading
When the Going Gets Tough
3.7: Additional Resources
Endnotes
Chapter 4: Effective Business Writing
4.1: Getting Started
4.2: Oral versus Written Communication
4.3: How Is Writing Learned?
Reading
Writing
Constructive Criticism and Targeted Practice
Critical Thinking
4.4: Good Writing
More Qualities of Good Writing
Rhetorical Elements and Cognate Strategies
4.5: Style in Written Communication
Colloquial
Casual
Formal
4.6: Principles of Written Communication
Words Are Inherently Abstract
Words Are Governed by Rules
Words Shape Our Reality
Words and Your Legal Responsibility
4.7: Overcoming Barriers to Effective Written Communication
Do Sweat the Small Stuff
Get the Target Meaning
Consider the Nonverbal Aspects of Your Message
Review, Reflect, and Revise
4.8: Additional Resources
Endnotes
Chapter 5: Writing Preparation
5.1: Getting Started
5.2: Think, Then Write: Writing Preparation
Thinking Critically
Overcoming Fear of Writing
5.3: A Planning Checklist for Business Messages
Determining Your Purpose
Credibility, Timing, and Audience
Communication Channels
5.4: Research and Investigation: Getting Started
Narrowing Your Topic
Focus on Key Points
Planning Your Investigation for Information
Staying Organized
5.5: Ethics, Plagiarism, and Reliable Sources
Business Ethics
Giving Credit to Your Sources
Challenges of Online Research
Evaluating Your Sources
5.6: Completing Your Research and Investigation
Managing Your Time
Compiling Your Information
5.7: Reading and Analyzing
5.8: Additional Resources
Endnotes
Chapter 6: Writing
6.1: Getting Started
6.2: Organization
General Purpose and Thesis Statements
Organizing Principles
Outlines
Paragraphs
Effective Sentences
Transitions
6.3: Writing Style
Formal versus Informal
Introductions: Direct and Indirect
Adding Emphasis
Active versus Passive Voice
Commonly Confused Words
Making Errors at the Speed of Light
6.4: Making an Argument
Effective Argumentation Strategies: GASCAP/T
Evidence
Appealing to Emotions
Recognizing Fallacies
Ethical Considerations in Persuasion
6.5: Paraphrase and Summary versus Plagiarism
6.6: Additional Resources
Endnotes
Chapter 7: Revising and Presenting Your Writing
7.1: Getting Started
7.2: General Revision Points to Consider
Evaluate Content
Evaluate Organization
Evaluate Style
Evaluate Readability
7.3: Specific Revision Points to Consider
Format
Facts
Names
Spelling
Punctuation
Commas
Semicolons
Apostrophes
Grammar
Subject-Verb Agreement
Verb Tense
Split Infinitive
Double Negative
Irregular Verbs
Commas in a Series
Faulty Comparisons
Dangling Modifiers
Misplaced Modifiers
7.4: Style Revisions
Break Up Long Sentences
Revise Big Words and Long Phrases
Evaluate Long Prepositional Phrases
Delete Repetitious Words
Eliminate Archaic Expressions or References
Avoid Fillers
Eliminate Slang
Evaluate Clichés
Emphasize Precise Words
Evaluate Parallel Construction
Obscured Verbs
The “Is It Professional?” Test
7.5: Evaluating the Work of Others
Five Steps in Evalution
Delivering the Evaluation
7.6: Proofreading and Design Evaluation
Proofreading
Design Evaluation
Framing
Typefaces
Paragraphs
Visual Aids
Designing Interactive Documents
7.7: Additional Resources
Endnotes
Chapter 8: Feedback in the Writing Process
8.1: Getting Started
8.2: Diverse Forms of Feedback
Indirect Feedback
Direct Feedback
Internal Feedback
External Feedback
Hard Copy Documents and External Feedback
External Feedback in a Virtual Environment
User-Generated Feedback
Interviews
Surveys
Focus Groups
8.3: Qualitative and Quantitative Research
Obtaining Feedback with Qualitative Research
Obtaining Feedback with Quantitative Research
What Is Validity?
What Is Reliability?
What Is Statistically Significant?
8.4: Feedback as an Opportunity
Evaluative Feedback
Interpretive Feedback
Supportive Feedback
Probing Feedback
Understanding Feedback
8.5: Additional Resources
Endnotes
Chapter 9: Business Writing in Action
9.1: Getting Started
9.2: Text, E-mail, and Netiquette
Texting
Tips for Effective Business Texting
E-mail
Tips for Effective Business E-mails
Netiquette
Virginia Shea’s Rules of Netiquette
9.3: Memorandums and Letters
Memos
Memo Purpose
Memo Format
Five Tips for Effective Business Memos
Audience Orientation
Professional, Formal Tone
Subject Emphasis
Direct Format
Objectivity
Letters
Strategies for Effective Letters
9.4: Business Proposal
Common Proposal Elements
Idea
Traditional Categories
Ethos, Pathos, and Logos
Professional
Two Types of Business Proposals
Solicited
Unsolicited
Sample Business Proposal
9.5: Business Report
What Is a Report?
Types of Reports
Informational or Analytical Report?
How Are Reports Organized?
9.6: Cover Letter, Résumé, and Online Profiles
Main Parts of a Résumé
Contact Information
Objective
Education
Work Experience
Maximize Scannable Résumé Content
Use Key Words
Follow Directions
Insert a Key Word Section
Make It Easy to Read
Printing, Packaging and Delivery
9.7: Sales Message
Format for a Common Sales Message
Getting Attention
Sales Message Strategies for Success
9.8: Additional Resources
Endnotes
Chapter 10: Developing Business Presentations
10.1: Getting Started
10.2: Before You Choose a Topic
Determine the General and Specific Purpose
Can I Cover the Topic in Time?
Will My Topic Be Interesting to My Audience?
How Much Information about My Topic Is Readily Available?
Putting It All Together
10.3: Choosing a Topic
Know Yourself and Your Audience
Saving Time
Appeal, Appropriateness, and Ability
Use Your Self-Inventory
Writing Your Thesis Statement
10.4: Finding Resources
Narrow Your Topic and Focus on Key Points
Plan Your Search for Information
Ethics, Content Selection, and Avoiding Plagiarism
Staying Organized
Searching for Information on the Internet
Evaluating Your Sources
Compiling Your Information
10.5: Myths and Realities of Public Speaking
Speaking in Public Is Not Like Killing Lions
You Don’t Have to Be Perfect
Organization Is Key to Success
Speaking in Public Is Like Participating in a Conversation
10.6: Overcoming Obstacles in Your Presentation
Language
Nature of Perception
Ethnocentrism
10.7: Additional Resources
Endnotes
Chapter 11: Nonverbal Delivery
11.1: Getting Started
11.2: Principles of Nonverbal Communication
Nonverbal Communication Is Fluid
Nonverbal Communication Is Fast
Nonverbal Communication Can Add to or Replace Verbal Communication
Nonverbal Communication Is Universal
Nonverbal Communication Is Confusing and Contextual
Nonverbal Communication Can Be Intentional or Unintentional
Nonverbal Messages Communicate Feelings and Attitudes
We Believe Nonverbal Communication More than Verbal
Nonverbal Communication Is Key in the Speaker/Audience Relationship
11.3: Types of Nonverbal Communication
Space
Time
Physical Characteristics
Body Movements
Touch
Paralanguage
Artifacts
Environment
11.4: Movement in Your Speech
Positions on the Stage
Gestures
Facial Gestures
11.5: Visual Aids
Purpose, Emphasis, Support, and Clarity
Methods and Materials
Preparing Visual Aids
Using Visual Aids
Using PowerPoint as a Visual Aid
Use of Color
Helpful Hints for Visual Aids
11.6: Nonverbal Strategies for Success with Your Audience
Watch Reactions
Enroll an Observer
Focus on a Specific Type of Nonverbal Communication
11.7: Additional Resources
Endnotes
Chapter 12: Organization and Outlines
12.1: Getting Started
12.2: Rhetorical Situation
Context
Audience
Purpose
12.3: Strategies for Success
Tone
Emphasis
Engagement
Clarity
Conciseness
Arrangement
Credibility
Expectation
Reference
12.4: Building a Sample Speech
12.5: Sample Speech Outlines
12.6: Organizing Principles for Your Speech
12.7: Transitions
12.8: Additional Resources
Endnotes
Chapter 13: Presentations to Inform
13.1: Getting Started
13.2: Functions of the Presentation to Inform
Share
Increase Understanding
Change Perceptions
Gain Skills
Exposition versus Interpretation
Exposition
Interpretation and Bias
Point of View
13.3: Types of Presentations to Inform
Explanation
Report
Description
Demonstration
13.4: Adapting Your Presentation to Teach
Motivating the Listener
How Is Your Topic Relevant to Me?
What Will I Learn from You?
Why Are You Interested in This Topic?
How Can I Use the Knowledge or Skills You Present to Me?
What Is New about What You Propose to Present?
Are You Going to Bore Me?
Is This Topic Really as Important as You Say It Is?
Framing
Additional Tips
Limit the Number of Details
Focus on Clear Main Points
Pace Yourself Carefully
Speak with Concern for Clarity
Use Restatement and Repetition
Provide Visual Reinforcement
Include Time for Questions
Look for Ways to Involve Listeners Actively
Assess Learning, If Possible
13.5: Diverse Types of Intelligence and Learning Styles
13.6: Preparing Your Speech to Inform
Start with What You Know
Consider Your Audience’s Prior Knowledge
Adapting Jargon and Technical Terms
Using Outside Information
Presenting Information Ethically
Reciprocity
Mutuality
Nonjudgmentalism
Honesty
Respect
Trust
Avoid Exploitation
Sample Informative Presentation
Attention Statement
Introduction
Body
Conclusion
Residual Message
13.7: Creating an Informative Presentation
Sample Speech Guidelines
13.8: Additional Resources
Endnotes
Chapter 14: Presentations to Persuade
14.1: Getting Started
14.2: What Is Persuasion?
14.3: Principles of Persuasion
Principle of Reciprocity
Principle of Scarcity
Principle of Authority
Principle of Commitment and Consistency
Principle of Consensus
Principle of Liking
14.4: Functions of the Presentation to Persuade
Stimulate
Convince
Call to Action
Increase Consideration
Develop Tolerance of Alternate Perspectives
14.5: Meeting the Listener’s Basic Needs
Maslow’s Hierarchy
Social Penetration Theory
14.6: Making an Argument
Argumentation Strategies: GASCAP/T
Evidence
Appealing to Emotions
Emotions Are Universal
Emotional Feelings and Emotional Expression Are Not the Same
Emotions Are Communicated Verbally and Nonverbally
Emotional Expression Can Be Good and Bad
Emotions Are Often Contagious
14.7: Speaking Ethically and Avoiding Fallacies
Eleven Points for Speaking Ethically
Avoiding Fallacies
14.8: Sample Persuasive Speech
Attention Statement
Introduction
Body
Conclusion
Residual Message
14.9: Elevator Speech
Creating an Elevator Speech
14.10: Additional Resources
Endnotes
Chapter 15: Business Presentations in Action
15.1: Getting Started
15.2: Sound Bites and Quotables
Common Elements of Effective Sound Bites
15.3: Telephone/VoIP Communication
15.4: Meetings
Strategies for Effective Meetings
15.5: Celebrations: Toasts and Roasts
Proposing a Toast
Roasts
15.6: Media Interviews
15.7: Introducing a Speaker
15.8: Presenting or Accepting an Award
15.9: Serving as Master of Ceremonies
15.10: Viral Messages
Effective Viral Messages
15.11: Additional Resources
Endnotes
Chapter 16: Intrapersonal and Interpersonal Business Communication
16.1: Getting Started
16.2: Intrapersonal Communication
16.3: Self-Concept and Dimensions of Self
Self-Concept
Dimensions of Self
16.4: Interpersonal Needs
16.5: Social Penetration Theory
Principles of Self-Disclosure
Self-Disclosure Usually Moves in Small Steps
Self-Disclosure Moves from Impersonal to Intimate Information
Self-Disclosure Is Reciprocal
Self-Disclosure Involves Risk
Self-Disclosure Involves Trust
Interpersonal Relationships
16.6: Rituals of Conversation and Interviews
Conversation as a Ritual
Initiation
Preview
Talking Point(s)
Feedback
Closing
Employment Interviewing
Preparation
Performance
Postperformance
16.7: Conflict in the Work Environment
Conflict Management Strategies
Avoidance
Defensiveness versus Supportiveness
Face-Detracting and Face-Saving
Empathy
Gunnysacking
Managing Your Emotions
Evaluations and Criticism in the Workplace
Listen without Interrupting
Determine the Speaker’s Intent
Indicate You Are Listening
Paraphrase
If You Agree
If You Disagree
Learn from Experience
16.8: Additional Resources
Endnotes
Chapter 17: Negative News and Crisis Communication
17.1: Getting Started
17.2: Delivering a Negative News Message
Presenting Negative News in Person
Presenting Negative News in Writing
17.3: Eliciting Negative News
17.4: Crisis Communication Plan
Developing Your Crisis Communication Plan
17.5: Press Conferences
Holding a Press Conference
17.6: Additional Resources
Endnotes
Chapter 18: Intercultural and International Business Communication
18.1: Getting Started
18.2: Intercultural Communication
18.3: How to Understand Intercultural Communication
18.4: Common Cultural Characteristics
Rites of Initiation
Common History and Traditions
Common Values and Principles
Common Purpose and Sense of Mission
Common Symbols, Boundaries, Status, Language, and Rituals
18.5: Divergent Cultural Characteristics
Individualistic versus Collectivist Cultures
Explicit-Rule Cultures versus Implicit-Rule Cultures
Uncertainty-Accepting Cultures versus Uncertainty-Rejecting Cultures
Time Orientation
Short-Term versus Long-Term Orientation
Masculine versus Feminine Orientation
Direct versus Indirect
Materialism versus Relationships
Low-Power versus High-Power Distance
18.6: International Communication and the Global Marketplace
Political Systems
Legal Systems
Economic Systems
Ethical Systems
Global Village
18.7: International Business and Law Enforcement
Introduction
Diverse Laws Across Cultures
Law Enforcement and Punishment across Cultures
Tips and Bribery
Tips to Assist the Foreign Traveler
Conclusion
18.8: Styles of Management
Theory X
Theory Y
Theory Z
18.9: The International Assignment
Preparation
Acculturation Process
Living and Working Abroad
18.10: Popular Culture and Intercultural Communication
Introduction
Popular Culture in Context
What Is Popular Culture?
Popular Culture, Power, and Influence
Popular Culture, Stereotypes, Discrimination, and Indiscrimination
Conclusion
18.11: Virtual Communication Across Cultures
Introduction
What is Virtual Communication?
Characteristics of Virtual Communication
Social Media, Libel, and Slander
Conclusion
18.12: Additional Resources
Endnotes
Chapter 19: Group Communication, Teamwork, and Leadership
19.1: Getting Started
19.2: What Is a Group?
Types of Groups in the Workplace
Primary and Secondary Groups
If Two’s Company and Three’s a Crowd, What Is a Group?
19.3: Organizational Cultures and Communication
Introduction
Organizational Cultures
Life Cycle of Member Roles
Diverse Group Member Roles
Conclusion
19.4: Group Problem Solving
Define the Problem
Analyze the Problem
Establish Criteria
Consider Possible Solutions to the Problem
Decide on a Solution
Implement the Solution
Follow Up on the Solution
19.5: Business and Professional Meetings
Preparation
Conducting the Meeting
Using Technology to Facilitate Meetings
Audio-Only Interactions
Audio-Visual Interactions
Social Media
Organizational Communication
19.6: Teamwork and Leadership
Teamwork
Leadership
Types of Leaders
19.7: Family Business
Introduction
Roles and Responsibilities
Compensation and Job Security
Succession
Conclusion
19.8: Additional Resources
Endnotes
Index