This new edition of Professional and Business Communication is an ideal core communications textbook for students on business, management and professional courses preferring a practice-focused, and colloquial approach that combines accessibility with key theory. Techniques and processes detailed in the book include planning and preparing written communication, effective structures in documents, diverse writing styles, managing face-to-face interactions, using visual aids, delivering presentations, and organizing effective meetings.
The third edition of this popular text has been thoroughly revised and updated to cover the dramatic shifts in communication practices that have been driven by remote working and increased technology use. It explores the current and likely future impact of these changes on communication practices, both for good (border lessness; flexibility) and bad (isolation; burnout; fatigue) and looks at contemporary trends and future developments. This edition has also been revised to include even more examples, cases, tasks, activities and discussion topics, with pedagogical features designed to aid international students. This popular text (and the accompanying website) will continue to support students on business, management and professional courses for years to come.
Author(s): Peter Hartley, Susie Marriott, Helena Knapton
Edition: 3
Publisher: Routledge
Year: 2023
Language: English
Pages: 380
City: London
Cover
Half Title
Title Page
Copyright Page
Table of Contents
Acknowledgments
Introduction
Introduction
Do we need another book on professional and business communication?
Our aims
Why do we need to ‘rethink’ communication?
Communication working well?
Improving communication – using evidence and research
What does communication involve?
How this book is organised
And finally
References
Part 1 How we understand and analyse the ways we communicate in organisations
Chapter 1 Developing your communication: Deciding where to start
Introduction
Reviewing your objectives and goals
Adopting learning strategies to improve your communications: review, plan, and improve
Choosing appropriate communication tools
References
Chapter 2 How should we analyse communication?
Introduction
Communication and action
Different views of communication
Analysing communication
And so to basic principles
References
Chapter 3 What does communication mean?
Introduction
What are the different codes we use to communicate?
Understanding human language
Nonverbal codes
Possibilities offered by new technology
References
Chapter 4 Communication context 1: organisational culture and structure
Introduction
Organisational culture and communication
Major models of organisational culture
Results
Contrasting different models of organisational culture
How can we define organisational structure?
References
Chapter 5 Communication context 2: The new technology landscape
Introduction
Key phases of workplace development linked to technology
Technology roles
Important technology trends
Key issues and questions
And finally
References
Part 2 Presenting information: effective methods and media
Chapter 6 How should we plan and organise professional written communication?
Introduction
How effective is written communication in your workplace?
Where do you start?
Why is structuring information so important in professional communication?
Defining objectives
When the objective is to persuade
Methods and principles for structuring information
Structuring devices in written documents
Matching structure to objectives
References
Chapter 7 What is an effective writing style?
Introduction
What do we need to “fix” in business writing?
What is “good style” in professional writing?
The rise of Plain English
Developments in plain language
But is Plain English always the answer?
Applying plain language strategies
References
Chapter 8 Effective design and visual aids
Introduction
Why is effective design and layout now such an important aspect of effective writing?
Making documents accessible to all readers
What are the main design features of business documents?
What do business writers need to know about typography?
Page layout and document structure
When and how do you need to incorporate a visual aid into a business document?
Presentations
References
Chapter 9 Effective documents
Introduction
Underpinning principles
Other general considerations:
Document designs reflect organisational structures and culture
Different types of documents
Email
Reports
Types of report
Report style
Letters
Fax
Writing online
Effective communication in the online world
How to write a blog
References
Part 3 Effective interpersonal and group communication
Chapter 10 Effective interpersonal communication: Defining interpersonal skills in an information age
Introduction
What does effective interpersonal communication involve?
What do we mean by interpersonal skills?
What are the most important interpersonal skills?
Nonverbal communication
Using assertive behaviour
Popular theories to improve your communication
Can we believe this (and any other) popular theory?
The role of new technology in interpersonal communication
Becoming “mindwise” and putting the skills together
References
Chapter 11 How do interpersonal skills work in practice?
Introduction
Conversations in the office – the case of the missing service engineer
Thinking about difference
Supportive communication
Managing difficult conversations
When organisations provide the script…
Communication and interviews
Communication in the selection interview
When cultural differences make the difference
Organisation and structure in the selection interview
Overall structure
Question sequences
Communication and feedback in the appraisal interview
Defining the skills of feedback
References
Chapter 12 How can we organise effective meetings?
Introduction
What sort of meetings are these?
What makes meetings effective?
Developing and reporting the agenda
Planning more effective meetings: procedures and techniques to consider
Structured problem-solving
Encouraging group innovation
Changing decision-making
Comparing group methods
Virtual meetings
References
Chapter 13 Effective presentations
Introduction
Why are oral presentations important?
Planning the presentation
Presentation as process or event?
The importance of structure in presentations
Critical issues and skills in presentations
Presentation technology
Reflecting on your use of software like PowerPoint
Alternative presentation strategies
Using visual slides which engage the audience
Virtual presentations
References
Chapter 14 Effective teams
Introduction
We need a team!
What makes a team?
Group and team processes
Group development
Understanding leadership
Leadership and management
Problem-solving and decision-making
Communication and decision-making
Inter-group relationships
So how can we develop more effective teams and working groups?
New technologies and team behaviour
Final words on self-managed teams
References
Part 4 Future-gazing
Chapter 15 Change and future-gazing
Introduction
What are the different types of change?
Strategies for change
Evolving scenarios and the implications for communication
References
Chapter 16 Planning your future
Introduction
Proactive professional development
Recognising your own professional and personal boundaries, (public and private spheres) and managing your digital ID
Final words on the future
References
Index
