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Part 1 COMMUNICATION FOUNDATIONS |
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2 | (40) |
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1 Establishing a Framework for Business Communication |
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2 | (20) |
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1-1 Value of Communication |
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2 | (1) |
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1-2 The Communication Process |
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3 | (1) |
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1-3 Communicating Within Organizations |
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4 | (4) |
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1-3a Communication Flow in Organizations |
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5 | (3) |
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1-3b Levels of Communication |
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8 | (1) |
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1-4 Contextual Forces Influencing Business Communication |
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8 | (14) |
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1-4a Legal and Ethical Constraints |
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9 | (3) |
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1-4b Diversity Challenges |
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12 | (3) |
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15 | (2) |
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17 | (5) |
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2 Focusing on Interpersonal and Group Communication |
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22 | (20) |
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2-1 Behavioral Theories That Impact Communication |
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22 | (3) |
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2-1a Recognizing Human Needs |
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22 | (1) |
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23 | (1) |
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2-1c Exploring the Johari Window |
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23 | (1) |
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2-1d Contrasting Management Styles |
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24 | (1) |
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2-2 Nonverbal Communication |
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25 | (3) |
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25 | (1) |
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25 | (1) |
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2-2c Other Nonverbal Messages |
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26 | (1) |
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2-2d Understanding Nonverbal Messages |
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27 | (1) |
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2-3 Listening as a Communication Skill |
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28 | (2) |
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2-3a Listening for a Specific Purpose |
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28 | (1) |
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2-3b Bad Listening Habits |
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29 | (1) |
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30 | (7) |
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2-4a Increasing Focus on Groups |
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30 | (2) |
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2-4b Characteristics of Effective Groups |
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32 | (1) |
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33 | (1) |
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2-4d From Groups to Teams |
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33 | (2) |
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35 | (2) |
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37 | (5) |
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2-5a Face-to-Face Meetings |
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38 | (1) |
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39 | (1) |
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2-5c Suggestions for Effective Meetings |
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39 | (3) |
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Part 2 COMMUNICATION ANALYSIS |
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42 | (40) |
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3 Planning and Decision Making |
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42 | (16) |
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3-1 Step 1: Consider the Applicable Contextual Forces |
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43 | (2) |
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3-1a Organizational Culture |
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43 | (1) |
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3-1b Dimensions of Context |
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44 | (1) |
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3-2 Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium |
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45 | (2) |
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3-2a Selecting the Channel and Medium |
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45 | (2) |
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3-3 Step 3: Envision the Audience |
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47 | (4) |
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3-4 Step 4: Adapt the Message to the Audience's Needs and Concerns |
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51 | (2) |
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3-4a Focus on the Audience's Point of View |
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51 | (1) |
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3-4b Communicate Ethically and Responsibly |
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51 | (2) |
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3-5 Step 5: Organize the Message |
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53 | (5) |
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3-5a Outline to Benefit the Sender and the Audience |
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53 | (1) |
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3-5b Sequence Ideas to Achieve Desired Goals |
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53 | (5) |
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4 Preparing Written Messages |
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58 | (24) |
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4-1 The Genre of Business Writing |
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58 | (2) |
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4-2 Effective Introductions, Coherent Paragraphs, and Powerful Sentences |
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60 | (6) |
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Step 6 Prepare the First Draft |
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60 | (1) |
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4-2a Select the Type of Introduction |
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61 | (1) |
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4-2b Develop Coherent Paragraphs |
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61 | (3) |
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4-2c Craft Powerful Sentences |
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64 | (1) |
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4-2d Select the Appropriate Conclusion |
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65 | (1) |
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4-3 Revise to Grab Your Audience's Attention |
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66 | (2) |
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4-3a Cultivate a Frame of Mind for Effective Revising and Proofreading |
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66 | (1) |
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4-3b Apply Visual Enhancements to Improve Readability |
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67 | (1) |
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68 | (10) |
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Step 7 Revise for Style and Tone |
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68 | (1) |
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68 | (1) |
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4-4b Eliminate Outdated Expressions |
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69 | (1) |
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69 | (1) |
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69 | (2) |
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4-4e Use Simple, Informal Words |
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71 | (1) |
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4-4f Communicate Concisely |
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71 | (2) |
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4-4g Project a Positive, Tactful Tone |
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73 | (1) |
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4-4h Use Euphemisms Cautiously |
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74 | (1) |
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4-4i Avoid Condescending or Demeaning Expressions |
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75 | (1) |
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4-4j Use Connotative Tone Cautiously |
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75 | (1) |
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4-4k Use Specific Language Appropriately |
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76 | (1) |
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4-4i Use Bias-Free Language |
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77 | (1) |
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78 | (4) |
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Part 3 COMMUNICATION THROUGH VOICE, ELECTRONIC, AND WRITTEN MESSAGES |
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82 | (74) |
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5 Communicating Electronically |
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82 | (18) |
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82 | (1) |
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5-2 Appropriate Use of Technology |
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83 | (1) |
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5-2a Determine the Purpose of the Message |
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83 | (1) |
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5-2b Determine Whether the Information Is Personal or Confidential |
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84 | (1) |
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5-2c Decide Whether Positive Human Relations Are Sacrificed |
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84 | (1) |
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5-3 Electronic Mail Communication |
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84 | (7) |
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84 | (1) |
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5-3b Guidelines for Preparing Email Messages |
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84 | (2) |
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5-3c Effective Use of Email |
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86 | (2) |
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5-3d Instant and Text Messaging |
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88 | (1) |
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89 | (1) |
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5-3f Electronic Messages and the Law |
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90 | (1) |
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5-4 Web Page Communication and Social Media |
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91 | (4) |
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5-4a Writing for a Website |
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92 | (1) |
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93 | (2) |
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5-5 Voice and Wireless Communication |
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95 | (2) |
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5-5a Voice Mail Communication |
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95 | (1) |
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5-5b Cellphone Communication |
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95 | (2) |
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5-6 Collaborating in Virtual Teams |
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97 | (3) |
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5-6a Channels of Virtual Collaboration |
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97 | (1) |
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5-6b Virtual Team Collaboration Tools |
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98 | (2) |
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6 Delivering Good- and Neutral-News Messages |
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100 | (18) |
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6-1 Deductive Organizational Pattern |
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100 | (1) |
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101 | (4) |
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102 | (1) |
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6-2b Thank-You and Appreciation Messages |
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102 | (3) |
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105 | (2) |
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105 | (1) |
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6-3b Favorable Response to a Claim Message |
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105 | (2) |
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107 | (4) |
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6-4a Requests for Information |
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107 | (1) |
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6-4b Favorable Response to a Routine Request |
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108 | (1) |
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6-4c Positive Response to a Favor Request |
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108 | (1) |
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6-4d Form Messages for Routine Responses |
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109 | (2) |
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6-5 Routine Messages About Orders and Credit |
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111 | (3) |
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6-5a Acknowledging Customer Orders |
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111 | (1) |
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6-5b Providing Credit Information |
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112 | (1) |
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112 | (2) |
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114 | (4) |
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7 Delivering Bad-News Messages |
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118 | (20) |
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7-1 Choosing an Appropriate Channel and Organizational Pattern |
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118 | (3) |
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7-1a Channel Choice and Commitment to Tact |
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118 | (1) |
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7-1b Use of the Inductive Approach to Build Goodwill |
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119 | (1) |
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7-1c Exceptions to the Inductive Approach |
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120 | (1) |
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7-2 Developing a Bad-News Message |
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121 | (4) |
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7-2a Writing the Introductory Paragraph |
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121 | (1) |
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7-2b Presenting the Facts, Analysis, and Reasons |
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122 | (1) |
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7-2c Writing the Bad-News Statement |
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122 | (1) |
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7-2d Offering a Counterproposal or "Silver Lining" Idea |
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123 | (1) |
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124 | (1) |
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125 | (2) |
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127 | (2) |
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129 | (1) |
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7-6 Delivering Constructive Criticism |
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130 | (2) |
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7-7 Communicating Negative Organizational News |
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132 | (6) |
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132 | (3) |
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7-7b Responding to Crisis Situations |
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135 | (3) |
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8 Delivering Persuasive Messages |
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138 | (18) |
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8-1 Persuasion Strategies |
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138 | (3) |
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8-1a Plan Before You Write |
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138 | (2) |
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8-1b Use the Inductive Approach |
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140 | (1) |
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8-1c Apply Sound Writing Principles |
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140 | (1) |
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141 | (6) |
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141 | (1) |
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8-2b Focus on a Central Selling Feature |
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142 | (1) |
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8-2c Use an Original Approach |
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142 | (1) |
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8-2d Generate Interest by Introducing the Product, Service, or Idea |
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143 | (1) |
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8-2e Create Desire by Providing Convincing Evidence |
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144 | (2) |
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146 | (1) |
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147 | (9) |
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147 | (1) |
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147 | (3) |
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8-3c Requesting Information |
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150 | (1) |
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8-3d Persuading Within an Organization |
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150 | (6) |
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Part 4 COMMUNICATION THROUGH REPORTS AND BUSINESS PRESENTATIONS |
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156 | (74) |
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9 Understanding the Report Process and Research Methods |
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156 | (18) |
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9-1 Characteristics of Reports |
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156 | (3) |
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157 | (2) |
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159 | (1) |
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9-2 Basis for Reports: The Problem-Solving Process |
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159 | (2) |
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9-2a Recognizing and Defining the Problem |
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159 | (2) |
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9-3 Selecting a Method of Gathering Information |
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161 | (3) |
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161 | (2) |
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163 | (1) |
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9-4 Collecting and Organizing the Data |
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164 | (5) |
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9-4a Collecting Secondary Data |
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164 | (1) |
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9-4b Collecting Data Through Surveys |
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165 | (4) |
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9-4c Avoiding Data-Gathering Errors |
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169 | (1) |
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9-4d Documenting Sources of Information |
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169 | (1) |
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9-5 Arriving at an Answer |
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170 | (4) |
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170 | (2) |
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9-5b Interpreting the Data |
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172 | (2) |
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10 Managing Data and Using Graphics |
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174 | (12) |
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10-1 Communicating Quantitative Information |
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174 | (1) |
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175 | (2) |
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10-2a Effective and Ethical Use of Graphics |
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176 | (1) |
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10-3 Types of Graphic Aids |
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177 | (6) |
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178 | (1) |
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178 | (2) |
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180 | (1) |
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181 | (1) |
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181 | (1) |
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181 | (2) |
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183 | (1) |
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10-4 Including Graphics in Text |
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183 | (3) |
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10-4a Positioning Graphics in Text |
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185 | (1) |
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11 Organizing and Preparing Reports and Proposals |
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186 | (20) |
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11-1 Parts of a Formal Report |
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186 | (5) |
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11-1a Preliminary Parts of a Report |
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187 | (3) |
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190 | (1) |
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190 | (1) |
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11-2 Organization of Formal Reports |
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191 | (3) |
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11-2a Writing Convincing and Effective Reports |
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191 | (3) |
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11-3 Choosing a Writing Style for Formal Reports |
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194 | (1) |
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11-3a Enhancing Credibility |
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195 | (1) |
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195 | (6) |
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11-4a Memorandum, Email, and Letter Reports |
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195 | (1) |
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195 | (6) |
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201 | (5) |
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201 | (2) |
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11-5b Proposal Preparation |
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203 | (3) |
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12 Designing and Delivering Business Presentations |
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206 | (24) |
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12.1 Planning an Effective Business Presentation |
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206 | (3) |
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12-1a Identify Your Purpose and Consider the Channel |
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207 | (1) |
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12-1b Know Your Audience and Consider the Context |
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208 | (1) |
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12-2 Organizing the Content |
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209 | (3) |
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209 | (1) |
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210 | (2) |
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212 | (1) |
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12-3 Designing Compelling Presentation Visuals |
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212 | (5) |
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12-3a Designing Presentation Visuals |
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213 | (2) |
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12-3b Adding Multimedia to PowerPoint Presentations |
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215 | (2) |
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12-3c Design Tips for Audience Handouts and Notes Pages |
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217 | (1) |
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12-4 Refining Your Delivery |
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217 | (5) |
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217 | (1) |
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217 | (2) |
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219 | (3) |
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12-5 Adapting to Alternate Delivery Situations |
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222 | (8) |
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12-5a Culturally Diverse Audiences |
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222 | (2) |
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224 | (2) |
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12-5c Distance Presentations |
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226 | (1) |
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12-5d Crisis Communication |
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227 | (3) |
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Part 5 COMMUNICATION FOR EMPLOYMENT |
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230 | (46) |
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13 Preparing Resumes and Application Messages |
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230 | (30) |
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13-1 Preparing for the Job Search |
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230 | (5) |
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13-1a Gathering Essential Information |
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230 | (1) |
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13-1b Identifying Potential Career Opportunities |
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231 | (4) |
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13-2 Planning a Targeted Resume |
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235 | (6) |
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13-2a Standard Parts of a Resume |
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236 | (4) |
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240 | (1) |
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13-3 Preparing Resumes for Print and Electronic Delivery |
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241 | (9) |
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13-3a Preparing a Print (Designed) Resume |
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242 | (2) |
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13-3b Preparing Electronic Resume Submissions |
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244 | (6) |
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13-4 Supplementing a Resume |
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250 | (2) |
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13-4a Professional Portfolios |
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250 | (2) |
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252 | (1) |
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13-5 Composing Application Messages |
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252 | (8) |
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13-5a Persuasive Organization |
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254 | (2) |
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13-5b General Writing Guidelines |
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256 | (1) |
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257 | (3) |
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14 Interviewing for a Job and Preparing Employment Messages |
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260 | (16) |
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14-1 Understanding Types of Employment Interviews |
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260 | (3) |
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14-1a Structured Interviews |
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260 | (1) |
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14-1b Unstructured Interviews |
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261 | (1) |
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262 | (1) |
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262 | (1) |
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262 | (1) |
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262 | (1) |
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14-2 Preparing for an Interview |
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263 | (1) |
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14-2a Research the Company |
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263 | (1) |
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263 | (1) |
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14-2c Plan Your Appearance |
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264 | (1) |
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14-2d Plan Your Time and Materials |
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264 | (1) |
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264 | (1) |
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14-3 Conducting a Successful Interview |
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264 | (6) |
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14-3a The Opening Formalities |
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264 | (1) |
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14-3b The Information Exchange |
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265 | (5) |
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270 | (1) |
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14-3d Additional Considerations for Phone Interviews |
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270 | (1) |
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14-4 Preparing Other Employment Messages |
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270 | (6) |
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270 | (1) |
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270 | (1) |
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271 | (1) |
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14-4d Job-Acceptance Messages |
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272 | (1) |
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14-4e Job-Refusal Messages |
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272 | (1) |
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14-4f Resignation Messages |
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272 | (2) |
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14-4g Recommendation Requests |
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274 | (2) |
Grammar& Usage Appendix |
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276 | (24) |
Style Appendix |
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300 | (15) |
References |
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315 | (4) |
Index |
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319 | |