Cover
Title
Copyright
Dedication
About the Author
Brief Contents
Developing Leaders for a Networked World
Keeping Up with What's New
Keeping Up Supporting Resources
Appreciation
Contents
Part 1: Introduction to Business Communication
Chapter 1: Establishing Credibility
WHY DOES THIS MATTER?
Chapter Case: Whom Do You Trust as Your Mentor?
The Role of Trust in the Post-Trust Era
The Role of Competence in Establishing Credibility
The Role of Caring in Establishing Credibility
Understanding the Interests of Others
Cultivating a Sense of Community
Demonstrating Accountability
The Role of Character in Establishing Credibility
Business Ethics
Corporate and Personal Values
Open and Honest Communication
Fairness in Business Communications
High-Trust Relationships, Ease of Communication, and Improved Work Outcomes
How You Can Improve Your Communication Skills
COMMUNICATION Q&A
Chapter Takeaway for Establishing Credibility
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Part 2: Principles of Interpersonal Communication
Chapter 2: Interpersonal Communication and Emotional Intelligence
WHY DOES THIS MATTER?
Chapter Case: Hard Decisions at Eastmond Networking
Understanding the Interpersonal Communication Process
Emotional Hijacking
Self-Awareness
Self-Management
Empathy
Active Listening
Recognizing Barriers to Effective Listening
Asking the Right Questions
Avoiding the Wrong Questions
Sight-Reading Nonverbal Communication and Building Rapport
Relationship Management
Adapting Communication to the Preferred Styles of Others
TECHNOLOGY TIPS: MOBILE PHONES
Maintaining Civility
Incivility in Society and the Workplace
Types and Causes of Workplace Incivility
Maintaining Civil Communications
COMMUNICATION Q&A
Chapter Takeaway for Interpersonal Communication and Emotional Intelligence
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 3: Team Communication and Difficult Conversations
WHY DOES THIS MATTER?
Chapter Case: Listening and Communicating in Teams at the Prestigio Hotel
Principles of Effective Team Communication
Managing Meetings
Planning for Meetings
Running Effective Meetings
Following Up after Meetings
TECHNOLOGY TIPS: ONLINE MEETINGS
Working in Virtual Teams
Focus on Building Trust at Each Stage of Your Virtual Team
Meet in Person If Possible
Get to Know One Another
Use Collaborative Technologies
Choose an Active Team Leader
Run Effective Virtual Meetings
Group Writing
Start Right Away
Work Together at the Planning Stage
Make Sure Your Roles and Contributions Are Fair
Stay Flexible and Open
Meet in Real Time Consistently and Ensure the Writing Reflects the Views of the Group
Discuss How You Will Edit the Document Together
Consider a Single Group Member to Polish the Final Version and Ensure a Consistent Voice
Managing Difficult Conversations
Embrace Difficult Conversations and Assume the Best in Others
Adopt a Learning Stance and Commit to Hearing Everyone's Story
Stay Calm and Overcome Noise
Find Common Ground
Disagree Diplomatically
Avoid Exaggeration and Either/Or Approaches
Initiate the Conversation, Share Stories, and Focus on Solutions
COMMUNICATION Q&A
Chapter Takeaway for Team Communication and Diffi cult Conversations
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 4: Communicating across Cultures
WHY DOES THIS MATTER?
Chapter Case: Carlos Ghosn and Working across Cultures at Nissan
Developing Cultural Intelligence
Respect, Recognize, and Appreciate Cultural Differences
Be Curious about Other Cultures
Avoid Inappropriate Stereotypes
Adjust Your Conceptions of Time
Manage Language Differences
Understanding Cultural Dimensions
Individualism and Collectivism
Egalitarianism and Hierarchy
Performance Orientation
Future Orientation
Assertiveness
Humane Orientation
Uncertainty Avoidance
Gender Egalitarianism
Business Values around the World
TECHNOLOGY TIPS: ONLINE CALLS
Building and Maintaining Cross-Cultural Work Relationships
Establish Trust and Show Empathy
Adopt a Learner Mind-Set
Build a Co-culture of Cooperation and Innovation
Learning the Etiquette of Another Culture
COMMUNICATION Q&A
Chapter Takeaway for Communicating across Cultures
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Part 3: Principles for Business Messages
Chapter 5: Creating Effective Business Messages
WHY DOES THIS MATTER?
Chapter Case: Justifying a Wellness Program at Eastmond Networking
The Process for Creating Business Messages
The AIM Planning Process for Effective Business Messages
Audience Analysis
Idea Development
Message Structuring
TECHNOLOGY TIPS: USING TEMPLATES
Setting the Tone of the Message
Positivity
Concern for Others
Sending the Right Meta Messages
COMMUNICATION Q&A
Chapter Takeaway for Creating Effective Business Messages
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 6: Improving Readability with Style and Design
WHY DOES THIS MATTER?
Chapter Case: Promoting Franchises at Sunrise Greeting Cards and Flowers
Improving Ease of Reading with Completeness
Provide All Relevant Information
Be Accurate
Be Specific
Improving Ease of Reading with Conciseness
Control Paragraph Length
Use Short Sentences in Most Cases
Avoid Redundancy
Avoid Empty Phrases
Avoid Wordy Prepositional Phrases
Improving Ease of Reading with Natural Style
Use Action Verbs When Possible
Use Active Voice
Use Short and Familiar Words and Phrases
Use Parallel Language
Avoid Buzzwords and Figures of Speech
Avoid It Is/There Are
Improving Ease of Reading with Navigational Design
Use Headings
Highlight Key Words and Phrases
Use Bulleted and Numbered Lists
Use White Space Generously
Keep It Simple
Reviewing Your Message
TECHNOLOGY TIPS: USING SPELLING AND GRAMMAR CHECKS
Conduct a FAIR Test
Proofread
Get Feedback
COMMUNICATION Q&A
Chapter Takeaway for Improving Readability with Style and Design
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 7: Email and Other Traditional Tools for Business Communication
WHY DOES THIS MATTER?
Chapter Case: Communicating with Emails, Texts, and Calls at the Prestigio Hotel
Strategically Selecting Channels for Communication
Creating Effective Emails
Use Email for the Right Purposes
Ensure Ease of Reading
Show Respect for Others' Time
Protect Privacy and Confidentiality
Respond Promptly
Maintain Professionalism and Appropriate Formality
Manage Emotion and Maintain Civility
Texting in the Workplace
Evaluate the Meta Message of a Text
Use Texts for Simple and Brief Messages, Not for Conversations
Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun
Don't Ask Questions You Can Get Answers to Yourself
Be Careful about Abbreviated Language, Emoticons, and Acronyms
Avoid Sarcasm and Jokes in Most Cases
Avoid Rescheduling Meeting Times or Places
Consider Turning Off Sound Alerts for Incoming Texts/Emails
Identify Yourself
Clearly End the Texting Exchange
Avoid Personal Texts during Work Hours
Avoid Sending Texts after Work Hours
Establish Rules with Your Colleagues for Texting in Meetings
Manage Your Emails and Texts to Avoid Distractions
TECHNOLOGY TIPS: GENDER MATTERS WHEN IT COMES TO EMAILS, TEXTS, AND CALLS
Building Connections with Phone Conversations
Schedule and Plan for Your Phone Calls
Ensure Quality Audio
Open with a Warm Greeting and Use Your Caller's Name
After Brief Small Chat, Direct the Conversation to the Issues at Hand
Speak with a Pleasant, Enthusiastic Voice
Share Conversation Time Equally
Apply the Rules of Active Listening and Avoid Multitasking
Take Notes on Important Points and Summarize Next Steps at the End of the Call
Close with Appreciation
Follow Up on Agreements
Participating in and Leading Group Voice and Video Calls
Practice Using the Technology before the Group Call
Use Your Webcam Effectively
Use Interactive Tools Wisely
Start the Call with Purpose and Take Charge
Follow the Guidelines of Effective Virtual Meetings
COMMUNICATION Q&A
Chapter Takeaway for Email and Other Traditional Tools for Business Communication
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 8: Social Media for Business Communication
WHY DOES THIS MATTER?
Chapter Case: Communicating with Social Media at the Prestigio Hotel
Communicating in the Workplace in the Social Age
Using Social Media Tools for Communication within Organizations
Organize Your Dashboard to Control Your Communication and Information Flow
Create a Complete and Professional Profile
Use Blogs for Team Communication
Use Wikis for Team Communication
Use Forums to Discuss Ideas
Other Social Media Tools
Writing Blogs for External Audiences
Write Posts for Your Organization
Write Posts for a Professional Blog
Guidelines for Using Social Media in the Workplace
Be an Active Contributor and Participate Often
Listen and Learn
Focus on Content
Make Your Content Accessible
Make Your Messages Authentic and Friendly
Be Responsive and Help Others
Respect Boundaries
Managing Your Online Reputation
TECHNOLOGY TIPS: USING TAGGING FOR KNOWLEDGE MANAGEMENT
Using Social Media Ethically
COMMUNICATION Q& A
Chapter Takeaway for Social Media for Business Communication
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Part 4: Types of Business Messages
Chapter 9: Routine Business Messages
WHY DOES THIS MATTER?
Chapter Case: Routine Emails at Smith & Smith Advertising
Developing Routine Messages
Making Requests
Setting Expectations
Providing Directions
Responding to Inquiries
Creating Announcements
Making Claims
Showing Appreciation
Making Apologies
TECHNOLOGY TIPS: VOICE RECOGNITION SOFTWARE
Expressing Sympathy
COMMUNICATION Q&A
Chapter Takeaway for Routine Business Messages
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 10: Persuasive Messages
WHY DOES THIS MATTER?
Chapter Case: Shifting Course at Better Horizons Credit Union
The Importance of Credibility in an Era of Mistrust and Skepticism
Applying the AIM Planning Process to Persuasive Messages
Understand Your Audience
Develop Your Ideas
Set Up the Message Structure
Getting the Tone and Style Right for Persuasive Messages
Apply the Personal Touch
Use Action-Oriented and Lively Language
Write with Confidence
Offer Choice
Show Positivity
Creating Internal Persuasive Messages
Constructing External Persuasive Messages
Composing Mass Sales Messages
TECHNOLOGY TIPS: VIDEO SHARING IN THE WORKPLACE
Reviewing Persuasive Messages
Get Feedback and Reread
Apply the FAIR Test
COMMUNICATION Q&A
Chapter Takeaway for Persuasive Messages
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 11: Bad-News Messages
WHY DOES THIS MATTER?
Chapter Case: Bad News at Marble Home Makeovers
Maintaining Credibility When Delivering Bad News
Applying the AIM Planning Process for Bad-News Messages
Understand How the Bad News Will Affect Your Audience
Develop Your Ideas
Structure Your Message
Getting the Tone, Style, and Design Right
Delivering Bad News in Person to Clients
Delivering Bad News in Writing to Colleagues
Delivering Bad News in Writing to External Partners
Delivering Bad News in Writing to Customers
Delivering and Receiving Negative Performance Reviews
Deliver Negative Feedback
Receive Negative Feedback
TECHNOLOGY TIPS: PROVIDINGPERFORMANCE FEEDBACK WITH APPRAISAL SOFTWARE
Reviewing Bad-News Messages
Get Feedback and Reread
Apply the FAIR Test
COMMUNICATION Q&A
Chapter Takeaway for Bad-News Messages
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Part 5: Reports and Presentations
Chapter 12: Research and Business Proposals and Planning for Business Reports
WHY DOES THIS MATTER?
Chapter Case: Analyzing Customer Satisfaction at the Prestigio Hotel
Analyzing Your Audience for Business Reports
Developing Your Ideas with Primary Research
Develop Research Objectives
Create Surveys
Analyze Your Data
Communicate with Charts and Tables
Create Effective Charts
General Rules of Chart Formatting
Design Effective Tables
TECHNOLOGY TIPS: USING ONLINE SURVEY SOFTWARE
Developing Your Ideas with Secondary Research
Choose a Research Topic
Evaluate Data Quality
Conduct Library Research
Document Your Research
Use Online Information for Business Research
Applying the FAIR Test to Your Research Data and Charts
COMMUNICATION Q&A
Chapter Takeaway for Research and Business Proposals and Planning for Business Reports
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 13: Completing Business Proposals and Business Reports
WHY DOES THIS MATTER?
Chapter Case: Reporting about Customer Satisfaction at the Prestigio Hotel
Developing Business Proposals
Demonstrating Excellent Thinking by Applying a Precision-Oriented Style
Start with a Clear Statement of the Business Problem or Challenge
Use Fact-Based Language
Document Secondary Research and Avoid Plagiarism
Base Recommendations on Facts and Conclusions in the Report
Provide Specific and Actionable Recommendations
Designing Your Reports to Help Decision Makers
Tell the Story of Your Report with an Executive Summary
Provide the Story Line with Descriptive Headings and Other Content Markers
Use Preview Statements to Frame Your Messages and Accentuate Takeaway Messages
Insert Charts and Tables to Draw Attention to Your Key Points
Apply Bulleting and Enumerated Lists to Make Passages Easier to Process
Create a Cover Page, a Table of Contents, and Appendixes
Achieving Objectivity and Positivity through Tone
TECHNOLOGY TIPS: USING SOFTWARETO PROVIDE STRUCTURE AND DOCUMENTATION
Assessing Key Features of a Completed Report
Reviewing Your Reports for Fairness and Effectiveness
COMMUNICATION Q& A
Chapter Takeaway for Completing Business Proposals and Business Reports
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 14: Planning Presentations
WHY DOES THIS MATTER?
Chapter Case: Planning a Presentation at Eastmond Networking
Planning the Content of Your Presentation
Provide a Compelling Preview
Justify Your Views
Conclude with an Effective Review
Design Appealing Slides
Analyze Your Audience
Develop Your Message
TECHNOLOGY TIPS: ALTERNATIVES TO POWERPOINT
Applying the Story Line Approach to Your Presentations
Reviewing Your Presentations for Fairness and Effectiveness
COMMUNICATION Q&A
Chapter Takeaway for Planning Presentations
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 15: Delivering Presentations
WHY DOES THIS MATTER?
Chapter Case: Delivering a Presentation at Eastmond Networking
Establishing Presence
Establish Credibility
Maintain Authenticity
Know Your Material and Rehearse
Overcome Fear and Speak with Confidence
Focus on People
Stay Flexible
Use the Room to Your Advantage
Communicate Nonverbally
Dress for Success
Using Visual Aids and Handouts
Use Visuals without Losing Focus on You
TECHNOLOGY TIPS: CREATING SCREENCAST VIDEOS
Use Handouts Effectively
Interacting with Your Audience
Field Questions
Mingle and Follow Up
Present Effectively in Teams
Be Clear with One Another about Your Objectives and Key Messages
Decide on Your Presentation Roles
Stand Together and Present a United Front
Refer to One Another's Points
Transition Effectively
Being a Supportive Audience Member
COMMUNICATION Q&A
Chapter Takeaway for Delivering Presentations
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Chapter 16: Employment Communications
WHY DOES THIS MATTER?
Chapter Case: Haniz and Jaclyn Apply for Jobs
Applying the Aim Planning Process to Résumés and Cover Letters
Identify Your Key Selling Points
Understand the Needs of Your Potential Employers
Set Up the Message Structure for Résumés and Cover Letters
Getting the Tone, Style, and Design Right for Résumés and Cover Letters
Emphasize Accomplishments with Action Verbs
Quantify Accomplishments Where Possible
Position Your Most Important Contributions First
Remove Irrelevant Details
Avoid Clichés, Buzzwords, and Jargon
Be Exact and Avoid Errors
Group and Label Information to Improve Ease of Reading
Format to Distinguish Pieces of Information
Select a Simple Yet Visually Appealing Layout
Creating Chronological and Functional Résumés
Developing a Reference List
Develop Relationships with Potential References over Time
Contact Your References Ahead of Time
Thank Your References
Complete a Consistently Formatted, Well- Detailed Reference List
Constructing Cover Letters
The Cover Letter Often Forms the First Impression
Clearly Identify the Position You Are Applying For
Be Focused and Concise
Show a Confident and Enthusiastic Tone without Exaggerating or Displaying Arrogance
Tailor Your Cover Letter to the Job Posting and Needs of the Employer
Adapting for Unsolicited Letters
Reviewing Your Résumés and Cover Letters
TECHNOLOGY TIPS: GETTING AN INSIDER'S VIEW OF POTENTIAL EMPLOYERS
Acing the Job Interview
Dress for the Interview and Pay Attention to Etiquette
Respond Effectively to Interview Questions
Succeed in Web Conference Interviews
Follow Up after the Job Interview
Leaving an Organization
COMMUNICATION Q&A
Chapter Takeaway for Employment Communications
Key Terms
Discussion Exercises
Evaluation Exercises
Application Exercises
Language Mechanics Check
Appendix A: Punctuation, Number Usage, and Grammar
Appendix B: Formatting for Letters and Memos
Photo Credits
Index
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