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PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION1

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION1

Chapter 1: Communicating Successfully in an Organization2

COMMUNICATION CLOSE-UP AT DISNEY2

CHAPTER 1: Communicating Successfully in an Organization2

Communication, Business and You4

Communication Skills——Eight Great Ways They Help Advance Your Career4

Sharpening Your Skills4

The Internal Communication Network6

Formal Communication Channels8

Informal Communication Channels11

The External Communication Network12

Formal Contacts with Outsiders12

An Open Communication Climate17

Characteristics of Effective Organizational Communication17

Informal Contacts with Outsider17

A Commitment to Ethical Communication18

Focusing on Ethics Ethical Boundaries:Where Would You Draw the Line?19

An Understanding of Intercultural Communication21

A Proficiency in Communication Technology22

An Audience- Centered Approach to Communication22

An Efficient flow of Communication Messages23

Summary24

COMMUNICATION cHALLENGES AT DISNEY25

Critical Thinking Questions25

Exercises26

CHAPTER 2: Understanding Business Communication28

COMMUNICTATION CLOSE-UP AT METAMORPHOSIS STUDIOS28

Chapter 2: Understanding Business Communication28

The Basic Forms of Communication30

Nonverbal Communication30

Verbal Communication33

Communicating Across Cultures Actions Speak Louder Than Words All Around the World34

The Process of Communication36

Formulating a Message37

Overcoming Communication Barriers38

Sharpening Your Skills Eight Keys to Achieving Total Quality and Customer Satisfaction46

How to Improve Communication46

Create the Message Carefully47

Facilitate Feedback48

Minimize Noise48

Summary49

COMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS50

Critical Thinking Questions50

Documents for Analysis50

Exercises51

Chapter 3: Communicating Interculturally54

CHAPTER 3: Communicating Interculturally54

COMMUNICATION CLOSE-UP AT PROCTER GAMBLE54

The Importance of Intercultural Business Communication56

Communicating with Cultures Abroad56

Communicating with a Cultarally Diverse Work Force58

The Basics of Intercultural Business Communication59

Understanding Culture59

Recognizing Cultural Differences60

Communicating Across Cultures Test Your Intercultural Knowledge61

Dealing with Language Barriers65

Communicating Across Cultures Does an “English-Only”Policy Violate Employees’Rights?68

Dealing with Ethnocentric Reactions69

Tips for Communicating with People from Other Cultures70

Learning About a Culture70

Developing Intercultural Communication Skills71

Negotiating Across Cultures72

Handling Written Communication74

Handling Oral Communication79

Summary80

COMMUNICATION CHALLENGES AT PROCTER GAMBLE80

Critical Thinking Questions81

Exercises81

COMMUNICATION CLOSE-UP AT HEWLETT-PACKARD84

Chapter 4: Communicating Through Technology84

Chapter 4: Communicating Through Technology84

Technology in Contemporary Business Communication86

Technology in Written Communication87

Creating Printed Documents87

Keeping Pace with Technology Techniques for finding Articles Online92

Creating Electronic Documents97

Sharpening Your Skills Five Powerful Tools to Help You Creat Quality Documents Quickly and Easily98

Technology in Oral Communication106

Individual Communication106

Group Communication106

How Technology Is Changing Communication107

COMMUNICATION CHALLENGES AT HEWLETT-PACKARD108

Summary108

Critical Thinking Questions109

Exercises109

PART 2 THE WRITING PROCESS111

PART 2 THE WRITNG PROCESS111

CHAPTER 5: Planning Business Messages112

COMMUNICATION CLOSE-UP AT GENERAL MILLS112

Chapter 5: Planning Business Messages112

Understanding the Composition Process113

Sharpening Your Skills Overcoming Your Fear of the Blank Page114

A Ten-Stage Process114

Collaboration116

Examining the Composition Process117

Stage 1: Defining Your Purpose117

Why You Need a Clear Purpose117

Schedules117

How to Test Your Purpose118

Common Purposes of Business Messages118

Stage 2:Analyzing Your Audience119

Develop Your Audience's Profile120

Satisfy Your Audience's Informational Needs121

Communicating Across Cultures Understand Intercultural Audiences, and You'll Be Understood122

Satisfy Your Audience's Motivational Needs124

Satisfy Your Audience's Practical Needs125

Stage 3: Establishing the Main Idea126

Use Prewriting Techniques127

Stage 4: Selecting the Appropriate Channel and Medium128

Limit the Scope128

Oral Communication129

Written Communication130

Electronic Communication133

Summary134

COMMUNICATION CHALLENGES AT GENERAL MILLS135

Exercises136

Critical Thinking Questions136

COMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP138

Chapter 6: Composing Business Messages138

CHAPTER 6: Composing Business Messages138

What Good Organization Means140

Stage 5: Organizing Your Message140

Why Good Organization Is Important141

How Good Organization Is Achieved145

Focusing on Ethics The Tangled Web of Internet Copyrights148

Stage 6:Formulating Your Message155

Controlling Your style and Tone156

Composing Your First Draft156

Shaping Your E-mail Message164

Keeping Pace with Technology E-mail Etiquette：Minding Your Manners Online168

Summary169

Documents for Analysis170

COMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP170

Exercises171

Critical Thinking Questions171

COMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM174

CHAPTER 7: Revising Business Messages174

Chapter 7: Revising Business Messages174

Stage 7:Editing Your Message176

Evaluating Your Content and Organization176

Reviewing Your Style and Readability178

Assessing Your Word Choice179

Communicating Across Cultures More than Word for Word-The Importance of Accurate Translation184

Critiquing Another's Writing188

Stage 8: Rewriting Your Message189

Create Effective Sentences189

Develop Coherent Paragraphs197

Stage 9:Producing Your Message200

Design Elements200

Design Decisions203

Use Grammar and Spell Checkers Wisely204

Stage 10:Proofing Your Message204

Proof Your Mechanics and Format204

Sharpening Your Skills How to Proofread Like A Pro:Tips for Creating the Perfect Document205

Summary207

COMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM208

Critical Thinking Questions208

Documents for Analysis208

Exercises209

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES213

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES213

COMMUNICATION CLOSE-UP AT THE NATURE COMPANY214

Chapter 8: Writhe Direct Requests214

CGAOTER 8: Writing Direct Requests214

Organizing Direct Requests216

Intercultural Requests216

Communicating Across Cultures How Direct Is Too Direct?217

Justification,Explanation,and Details218

Direct Statement of the Request or Main Idea218

Courteous Close with request for Specific Action219

Placing Orders219

Requesting Routine Information and Action221

Requests to Other Businesses221

Requests to Company Insiders221

Requests to Customers and Other Outsiders223

Writing direct Requests for Claims and Adjustments225

Making Routine Credit Requests228

Inquiring About Reople230

Letters Requesting a Recommendation232

Letter Checking on a Reference234

Summary234

Sharpening Your Skills How to Check References-and Avoid Legal traps236

COMMUNICATION CHALLENGES AT THE NATURE COMPANY237

Critical Thinking Questions237

Documents for Analysis237

Cases238

CHAPTER 9: Writing Routine, Good-News, and Goodwill Messages248

COMMUNICTAION CLOSE-UP AT STEINWAY SONS248

Chapter 9: Writing Routine, Good-News, and Goodwill Messages248

Keeping Pace with Technology The Possibilities and Perils of E-mail250

Organizing Positive Messages250

Clear Statement of the Main Idea251

Necessary Details252

Courteous Close252

Replying to Requests for Information and Action253

When a Potential Sale Is Involved253

When No Potential Sale Is Involved254

Responding Favorably to Claims and Adjustment Requests254

When the Company Is at Fault255

When the Buyer Is at Fault257

When a Third party Is at Fault259

Approving Routine Credit Request261

Conveying Positive Infomation About People263

Recommendation Letters263

Good News About Employment264

Focusing on Ethics recommendation Letters:What's Right to Write?266

Writing Directives and Instructions266

Writing Business Summaries268

Conveying Good News About Products and Operations269

Writing Goodwill Messages270

Congratulation272

Messages of Appreciation272

Condolences274

Summary276

COMMUNICATION CHALLENGES AT STEINWAY SONS276

Critical Thinking Questions276

Documents for Analysis277

Cases278

CHAPTER l0: Writing Bad-News Messages288

COMMUNICATION CLOSE-UP AT OLMEC TOYS288

Chapter 10: Writing Bad-News Messages288

Organizing Bad-News Message290

Indirect Plan290

Direct Plan295

Communicating Across Cultures Good Ways to Send Bad News Around The World296

Conveying Bad News About Orders297

Communicating Negative Answers and Information298

Providing bad News About Products299

Routine Requests300

Declining Invitations and Requests for Favors300

Refusing Adjustment of Claims and Complaints303

Refusing to Extend Credit306

Conveying Unfavorable News About People306

Refusing to Write Recommendation Letter307

Rejecting Job Applications309

Giving Negative Performance Reviews309

Terminating Employment311

Handling Bad News About Company Operations or Performance312

Sharpening Your Skills How to Take the Sting Out of Criticism and Foster Goodwill312

Summary314

COMMUNICATION CHALLENGES AT OLMEC TOYS314

Critical Thinking Questions314

Documents for Analysis315

Cases316

COMMUNICATION CLOSE-UP AT AT T LANGUAGE LINE SERVICES328

CHAPTER 1l: Writing Persuasive Messages328

Chapter 1l: Writing Persuasive Messages328

Audience Needs330

Ethical Persuasion330

Planning Persuasive Messages330

Writer Credibility331

Semantics and Other Persuasive Tools332

Emotion and Logic333

Organizing Persuasive Messages335

The Direct Approach337

Preparing Persuasive Messages on the Job337

The Indirect Approach337

Writing Persuasive Claims and Requests for Adjustment340

Writing Persuasive Requests for Action340

Sales Letters343

Writing Sales and Fund-raising Messages343

Focusing on Ethics Does Some Direct Mail Contain Deliberately Deceptive Copy?350

Fund-raising Letters353

Keeping Pace with Technology Writing for the Wed:Sales Messages in Cyberspace354

Writing Collection Messages357

Notification359

Reminder360

Inquiry360

Urgent Notice360

Ultimatum361

Summary361

Critical Thinking Questions362

COMMUNICATION CHALLENGES AT AT T LANGUAGE LINE SERVICES362

Documents for Analysis363

Cases363

PART 4 EMPLOYMENT MESSAGES377

PART 4 EMPLOYMENT MESSAGES377

Chapter 12: Writing Résumés and Application Letters378

CHAPTER 12: Writing Résumés and Application Letters378

CONNUNICATION CLOSE-UP AT MOBIL378

Thinking About Your Gareer380

Analyzing What You Have to Offer380

Determining What You Want380

Seeking Employment Opportunities382

Keeping Pace with Technology High-Tech Job Hunting:The Secrets of finding Employment on the World Wide Web384

Building Toward a Career385

Contol the Format and Style387

Writing Your Your Résumé387

Tailor the Contents389

Focusing on Ethics Warning:deceptive Résumés Can Backfire392

Choosing the Best Organizational Plan393

Adapting Your Résumé to an Electronic Format394

Writing the Perfect Résumé400

Writing the Opening Paragraph401

Writing Application Messages401

Summarizing Your Key Selling Points404

Writing the closing paragraph405

Writing Other Types of Employment Message406

Writing Job -Inquiry Letter406

Filling Out Application Forms406

Writing the Perfect Application Letter406

Writing Application Follow-Ups407

Summary410

COMMUNICATION CHALLENGES AT MOBLE410

Critical Thinking Questions411

Documents for Analysis411

Cases412

COMMUNICATION CLOSE-UP AT MICROSOFT414

CHAPTER 13: Interviewing for Employment and Following Up414

Chapter 13: Interviewing for Employment and Following UP414

The Interview Process416

Focusing on Ethics Handwriting Analysis:Should It Be Used to Determine Your Employment Potential?421

What Employers Look For422

Interviewing with Potential Employers422

How to Prepare for a Job Interview423

What Applicants Need to Find Out423

Sharpening Your Skills Sixteen Tough Interview Questions:What to Say When You're Stopped in Your Tracks426

How to be Interviewed431

Following Up After the Interview435

Letter of Inquiry436

Thank-You Letter436

Request for a Time Extension438

Letter of Acceptance438

Letter Declining a Job Offer439

Letter of Resignation439

Summary440

COMMUNICATION CHALLENGES AT MICROSOFT441

Critical Thinking Question441

Documents for Analysis442

Cases442

PART 5 REPORTS AND PROPOSALS445

PART 5 REPORTS AND PROPOSALS445

Chapter 14: Using reports and Proposals as Business Tools446

CHAPTER 14: Using Reports and Proposals as Business Tools446

COMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS446

Asking the Right Question447

What Makes a Good Business Report448

How Companies Use Reports and Proposals449

Reports for Monitoring and Controlling Operations450

Focusing on Ethics Do You Make These Costly Mistakes When Writing Business Reports?450

Reports for Implementing Policies and Procedures454

Reports for Complying with Government Regulation456

Proposals for Obtaining New Business or Funding458

Reports for Documenting Client Work461

Reports for Guiding Decisions464

How Electronic Technology Affects Business Reports467

Summary471

Keeping Pace with Technology Gain the Competitive Edge with Online Reporting471

COMMUNICATION CHALLENGES AT NARADA PRODUCTIONS472

Critical Thinking Questions472

Exercises472

COMMUNICATION CLOSE-UP AT GOSH ENTERPRISES474

CHAPTER 15: Planning and Researching Reports and Proposals474

Chapter 15: Planning and Researching Reports and Proposals474

Step 1: Defining the Problem and the Purpose476

Five Steps in Planning Reports476

Developing the Statement of Purpose477

Developing a Logical Structure478

Step 2: Outlining Issues for Investigation478

Sharpening Your Skills Seven Errors in Logic That Can Undermine Your Reports481

Preparing a Preliminary Outline482

Following the Rules of Division482

Step 3: Preparing the Work Plan484

Step 4: Conducting the research485

Reviewing Secondary Sources486

Collecting Primary Data491

Focusing on Ethics How to Avoid Plagiarism492

Step 5:Analyzing and Interpreting Data497

Calculating Statistics497

Drawing Conclusions499

Developing Recommendations500

Summary500

COMMUNICATION CHALLENGES AT GOSH ENTERPRISES501

Critical Thinking Questions501

Exercises501

COMMUNICATION CLOSE-UP AT EASTMAN KODAK COMPANY504

CHAPTER 16: Developing Visual Aids504

Chapter 16: Developing Visual Aids504

The Process of "Visualizing" Your Text506

Why Business Professionals Use -Visual Aids506

Planning Visual Aids506

Understanding the Art of Graphic Design509

Designing Visual Aids509

Selecting the Right Visual for the Job510

Producing Visual Aids519

Creating Graphics with Computers520

Fitting Visual Aids into the Text521

Keeping Pace with Technology Creating colorful Visual Aids Computers for Maximum Clarity and Impact522

Checking Over the Visual Aids524

Summary526

Focusing on Ethics Visual Aids That Lie:The Use and Abuse of Charts and Graphs527

COMMUNICATION CHALLENGES AT EASTMAN KODAK COMPANY528

Critical Thinking Questions528

Documents for Analysis529

Exercises530

Chapter l7: Writing Reports and Proposals532

CHAPTER 17: Writing Reports and Proposals532

COMMUNICATION CLOSE-UP AT THE SAN DIEGO WILD ANIMAL PARK532

Organizing Reports and Proposals534

Deciding on Format and Length534

Selecting the Information to Include535

Sharpening Your Skills Be Careful—Your Computer Can Create Work!536

Choosing Direct or Indirect Order538

Structuring Ideas538

Formulating Reports and Proposals556

Choosing the Proper Degree of Formality557

Establishing a Time Perspective557

Helping Readers Find Their Way558

Sharpening Your Skills Writing Headings that Spark Reader Interest560

Summary564

COMMUNICATION CHALLENGES AT TEH SAN DIEGO WILD ANIMAL PARK564

Critical Thinking Questions565

Exercises565

Cases567

Chapter 18: Completing Formal Reports and Proposals574

CHAPTER 18: Completing Formal Reports and Proposals574

COMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN INSTITUTE574

Report Production576

Components of a Formal Report577

Prefatory Parts578

Text of the Report581

Supplementary Parts585

Components of a Formal Proposal585

Sharpening Your Skills In-Depth Critique:Analyzing a Formal Report586

Prefatory Parts605

Text of the Proposal605

Summary607

COMMUNICATION CHALLENGES AT TEH ROCKY MOUNTAIN INSTITUTE607

Critical Thinking Questions610

Cases610

PART 6 ORAL COMMUNICATION625

PART 6 ORAL COMMUNICATION625

Chapter l9: Listening, Interviewing, and Conducting Meetings626

COMMUNICATION CLOSE-UP AT 3M626

CHAPTER l9: Listening, Interviewing, and Conducting Meetings626

Communicating Orally628

Speaking629

Listening630

Communicating Across Cultures Crossing Cultures Without Crossing Signals:Your Listening Skills Can Bridge the Gap631

Resolving Conflict634

Handling Difficult Interpersonal Situation634

Overcoming Resistance635

Handling Negotiations635

Conducting Interviews on Job636

Categorizing Interviews637

Planning Interviews638

Understanding Group Dynamics642

Participating in Small Groups and Meetings642

Arranging the Meeting644

Keeping Pace with Technology Electronic Meetings:Work Together—Wherever You Are—to Get the Results You Want646

Contributing to a Productive Meeting647

Summary649

COMMUNICATION CHALLENGES AT 3M649

Critical Thinking Questions650

Exercises650

Chapter 20: Giving Speeches and Oral Presentations652

CONNUNICATION CLOSE-UP AT PHOENIX MANAGEMENT652

CHAPTER 20: Giving Speeches and Oral Presentations652

Speaking and Presenting in a Business Environment654

Preparing to Speak654

Define Your Purpose655

Analyze Your Audience655

Plan Your Speech or Presentation655

Developing Your Speech or Presentation663

The Introduction663

The Body665

Sharpening Your Skills Tired of Being Ignored? Five Ways Guaranteed to Get Attention and Keep It665

The Close666

The Question-and Answer Period668

The Visual Aids668

Keeping Pace with Technology Your Audience Will Get the Picture:Presentation Software Can Create Lively Business Speeches669

Mastering the Art of Delivery671

Getting Ready to Give Your Presentation673

Delivering the Speech673

Handling Questions675

COMMUNICATION CHALLENGES AT PHOENIX MANAGEMENT677

Critical Thinking Questions677

Summary677

Exercises678

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION681

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION681

First Impressions682

COMPONENT CHAPTER A: Format and Layout of Business Documents682

Paper682

Component Chapter A: Format and Layout of Business Documents682

Customization683

APPearance683

Letter684

Standard Letter Parts685

Additional Letter Parts692

Letter Formats696

Envelopes697

Addressing the Envelope697

Folding to fit699

International Mail701

Memos703

E-mail706

Header706

Body708

Time-Saving Messages708

Reports709

Margins709

Headings711

Spacing and Indentations711

Page Numbers712

Meeting Documents712

Libraries714

Finding Sources714

Component Chapter B: Documentation of Report Sources714

COMPONENT CHAPTER B: Documentation of Report Sources714

Computerized Databases716

Using Source Information717

Recording Information717

Understanding Copyright and Fair Use718

Preparing Reference Lists719

Reference List Construction720

Manuals of Style722

Reference List Entries723

Choosing a Method of In-Text Citation725

Author-Date System725

Key-Number System726

Superscript System726

Source Note Format730