Improving Business Communication Skills,9780131184596

Improving Business Communication Skills

by
Edition: 4th
ISBN13: 9780131184596
ISBN10: 0131184598
Format: Paperback
Pub. Date: 2005-09-07
Publisher(s): Prentice Hall
List Price: $129.15

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Summary

This clear, concise, user-friendly book strives to deliver vital communication skills that future professionals need to be successful in both their careers and personal lives. It offers readers the opportunity to involve themselves in the subject matter in a creative, self-directed fashion, thus enhancing the learning process. The book provides readers with complete guidelines for writing letters, memos and reports, preparing and delivering presentations and using technology to communicate. For individuals in need of a review or introduction of business communication skills.

Table of Contents

Preface xiii
Experiencing Communication in Today's Technology-Enabled World
1(29)
The Paradigm Shift the Information Explosion Has Created
2(6)
Evolution in Technological Communication Tools
2(1)
E-Mail
2(1)
Cell Phones
2(1)
PDAs
3(1)
Instant Messengers
3(1)
Pagers
4(1)
Facsimile
4(1)
The Technological Evolution Has Impacted Business Practices, Work Practices, and Work Locations
5(1)
E-Business
5(1)
Telecommuting
6(1)
Audio- and Videoconferencing
7(1)
The Importance of Communication
8(1)
The Communication Process
9(5)
Sender or Encoder
10(1)
Receiver or Decoder
10(1)
Message
10(1)
Channel or Medium
10(1)
Feedback
11(3)
Environment
14(1)
Causes of Miscommunication
14(11)
Inferences
14(1)
Word-Meaning Confusion
15(1)
Differing Perceptions
16(1)
Sensory Perception
16(1)
Normative Perception
16(1)
Information Overload and Timing
16(1)
Nonverbal Messages
17(1)
Noise
18(1)
External Noise
18(1)
Internal Noise
18(1)
Listening
18(1)
Personality Differences
19(1)
Commanders
20(1)
Drifters
20(1)
Attackers
20(1)
Pleasers
20(1)
Performers
20(1)
Avoiders
21(1)
Analyticals
21(1)
Achievers
21(1)
Gender Differences
21(1)
Intercultural Differences
22(1)
Being Aware and Sensitive
23(1)
Using Appropriate Language
23(1)
Interpreting Nonverbal Communication
23(1)
Valuing Differences
24(1)
Conclusion
25(1)
Exercises
25(5)
Writing for the Business World Electronically and on Paper
30(43)
The Importance of Business Writing
31(1)
Determining Your Purpose
31(1)
Analyzing Your Audience
32(1)
Organizing Your Thoughts
33(1)
Establishing a Logical Order
33(2)
Constructing Your Draft
35(1)
Editing and Polishing
36(20)
Completeness
36(1)
Clearness
36(1)
Familiar Words
37(1)
Technical Jargon
37(2)
Readability
39(3)
Concreteness
42(1)
Creating Clear Mental Pictures
43(1)
Avoiding Disagreeable Mental Pictures
43(1)
Correctness
44(1)
Grammatical Mistakes
45(1)
Dangling Modifiers
46(1)
Parallel Structure
46(1)
Subject/Verb Agreement
47(1)
Active Writing
47(3)
Conciseness
50(1)
Wordy Expressions
51(1)
Useless Repetition
52(1)
Trite Phrases
52(2)
Courtesy
54(1)
``You Attitude''
54(1)
Positive Words
55(1)
Character
56(1)
Proofreading
56(4)
Tips for Proofreaders
58(2)
Writing for an International Audience
60(3)
Syntax and Style
60(1)
Language
61(1)
Conventions and Courtesies
61(1)
Production
62(1)
Conclusion
63(2)
Exercises
65(6)
Assignment Options
71(2)
Learning to Write Directly Electronically and on Paper
73(12)
The Importance of Writing Directly
74(1)
Direct Writing
74(4)
Deliver the News or Make the Request
74(1)
Include Details or Explanations
75(1)
Close Positively with the Action Step
75(3)
Direct Openings
78(1)
Direct Responses
79(1)
Using the Direct Approach to Write to Government Officials
79(2)
Conclusion
81(1)
Exercises
82(2)
Assignment Options
84(1)
Learning to Deliver Bad News
85(16)
The Importance of Writing Indirectly
86(1)
Saying No
87(1)
Whether to Use the Direct or Indirect Approach
87(3)
When to Use the Direct Approach
87(1)
When to Use the Indirect Approach
88(1)
Begin with a Neutral Statement
88(1)
Explain the Denial
88(1)
Present the Refusal and Offer an Alternative
88(1)
End on a Positive Note
89(1)
Specific Indirect Openings
90(1)
Using the Indirect Approach with International Audiences
90(3)
Indirect Writing Tips
93(2)
Conclusion
95(1)
Exercises
95(2)
Assignment Options
97(4)
Writing Persuasively on Paper and in Electronic Formats
101(17)
The Importance of Persuasive Writing
102(1)
Writing Persuasively
102(6)
Attention
103(1)
Interest
104(1)
Desire
104(1)
Emotional Appeal
104(1)
Logical Appeal
104(1)
Action
104(4)
E-Mail Sales Messages
108(1)
Collection Letters
108(2)
Friendly Reminder
108(1)
Stronger Reminder
109(1)
Discussion or Inquiry Letter
109(1)
Urgent Appeal
110(1)
Specific Persuasive Openings for Letters and Memos
110(1)
Solicited and Unsolicited Appeals to Buy Goods or Services
110(1)
Memos Selling a Service or Idea
110(1)
Special Requests for Information or Assistance
111(1)
Requests to Grant Complex Claims
111(1)
Appeals for Donations or Contributions
111(1)
Appeals to Pay Debts
111(1)
Superior/Subordinate Messages: Using the Direct Approach for Some Situations
111(1)
Effective Writing Strategies
112(3)
Choose Effective, Colorful Words
112(1)
Write Effective, Readable Sentences
112(1)
Use Appropriate Paragraphs
113(1)
Emphasize Your Ideas
113(2)
Using the Persuasive Approach with International Audiences
115(1)
Conclusion
115(1)
Exercises
116(1)
Assignment Options
116(2)
Writing Memos, E-Mails, and Short Reports
118(36)
The Importance of Writing E-Mails and Memos
119(1)
Advantages of E-Mails and Memos
119(1)
Many Receivers
120(1)
Written Record
120(1)
Complex Information
120(1)
Format of E-Mails and Memos
120(3)
Characteristics of Successful Memos, E-Mails, and Electronic Documents
123(5)
Contains a Clear Subject Line
123(1)
Has a Conversational Tone
124(1)
Is Organized
124(1)
Has a Concise Message
125(1)
Uses Signposting
125(2)
Uses Caution When Expressing Emotions
127(1)
Principles of E-Mail Etiquette
128(7)
Keep the Line Length Reasonable
128(4)
Use Appropriate Type Style, Sizes, and Colors
132(1)
Use Both Uppercase and Lowercase Letters
132(1)
Know Where Your Message Is Going Before You Send It
132(1)
Respond to Your E-Mails
132(1)
Use Blind Copy When Sending Mass Messages
132(1)
Do Not Send People Things They Cannot Read
132(1)
Make Web Addresses Easy for Recipients to Use
133(1)
Do Not Overquote
133(1)
Do Not Send Junk
133(1)
Be Sure to Attach Files Properly
134(1)
Check, Read, and Proof Your Message Before Sending It
134(1)
Consider Carefully What You Write
134(1)
Use Care When Using Acronyms
135(1)
Delete Old Messages
135(1)
The Importance of Short Reports
135(10)
Progress Reports
135(1)
Periodic Reports
135(1)
Justification Reports
136(1)
Feasibility Reports
136(1)
Executive Memo Reports
136(1)
Proposals
136(6)
Policies and Procedures
142(1)
Policies
142(1)
Procedures
143(1)
Writing Policies and Procedures
143(2)
Conclusion
145(1)
Exercises
146(2)
Assignment Options
148(6)
Making Business Letters and Documents Look Attractive on Paper and on the Computer Screen
154(22)
The Importance of Appearance
155(1)
Stationery
155(1)
Letterhead
156(1)
Layout of the Letter
156(1)
Standard Parts of a Business Letter
156(3)
Letterhead
156(1)
Date
157(1)
Inside Address
157(1)
Attention Line
158(1)
Salutation
158(1)
Body
159(1)
Signature Block
159(1)
Optional Parts of a Letter
159(2)
Subject Line
160(1)
Complimentary Close
160(1)
Reference Initials
160(1)
Enclosures
160(1)
Copies
160(1)
Postscripts
160(1)
Important Aspects of Format
161(1)
Punctuation Style
161(1)
Second-Page Heading
161(1)
Letter Styles
162(2)
Full Block Style
162(1)
Semiblock Style
163(1)
Modified Block Style
163(1)
Simplified Style
163(1)
Templates and Wizards
164(1)
Folding and Inserting Enclosures
165(1)
Addressing Envelopes
166(1)
International Letters
166(4)
Format Principles for Online Documents
170(4)
Conclusion
174(1)
Exercises
174(2)
Writing Formal Reports, Business Plans, and White Papers
176(43)
The Importance of Formal Reports
177(1)
Parts of a Formal Report
177(3)
Cover
177(1)
Title Page
177(1)
Letter of Authorization
177(1)
Letter of Transmittal
177(1)
Table of Contents
178(1)
List of Illustrations
178(1)
Summary, Abstract, Executive Brief, Epitome, or Synopsis
178(1)
Introduction
178(1)
Background and Problem
178(1)
Scope of the Report
178(1)
Limitations of the Report
178(1)
Sources and Methods of Data Collection
178(1)
Organization of the Report
179(1)
Body or Findings
179(1)
Conclusion and Recommendations
179(1)
Appendices
180(1)
Bibliography or Works Cited
180(1)
Style and Format
180(2)
Headings
180(1)
Paragraphs
180(1)
Impersonal Style
181(1)
Transitions
181(1)
Tense
181(1)
Attribution
182(2)
MLA
182(1)
APA
182(1)
Citing E-Mail and Interview Communications
183(1)
Citing a Website
183(1)
Citing Specific Documents on a Website
183(1)
Citing Articles and Abstracts from Electronic Databases
183(1)
Web Citations in Text
184(1)
Graphics
184(27)
Tables
185(1)
Figures
185(26)
Business Plans
211(1)
Parts of a Business Plan
211(2)
Title Page
211(1)
Executive Summary
211(1)
Company Description
211(1)
Product/Service Offering
212(1)
Marketing Plan
212(1)
Financial Plan
212(1)
Appendix
212(1)
White Papers
213(1)
Parts of a White Paper
213(1)
Title Page
213(1)
Executive Overview or Introduction
214(1)
Body
214(1)
Conclusion and Recommendations
214(1)
Conclusion
214(1)
Exercises
215(1)
Assignment Options
216(1)
Steps Involved in Producing a Business Report
216(3)
Learning the Three P's of Oral Presentations: Preparation, Practice, and Presentation
219(48)
The Importance of Oral Presentations
220(2)
Preparation
222(10)
Determining the General Purpose
222(1)
Informing
222(1)
Persuading
222(1)
Entertaining
222(1)
Choosing the Specific Purpose
222(1)
Analyzing the Audience
223(1)
Organizing the Presentation
224(1)
Developing a Thesis
224(1)
Forming the Main Ideas
225(1)
Determining the Support Material
225(1)
Estimating Your Time and Word Constraints
225(1)
Constructing the Introduction
226(1)
Making the Conclusion
226(1)
Outlining the Presentation
226(2)
Developing Visual Aids
228(3)
Using a Pointer
231(1)
Practice
232(3)
Presentation
235(5)
Ways of Using Up Nervous Energy
236(1)
Actions During the Introduction
236(1)
Actions During the Remainder of the Presentation
237(3)
Team Presentations
240(2)
Handling the Question-and-Answer Session
242(1)
Multimedia Presentations
243(1)
Conclusion
244(1)
Exercises
245(9)
Assignment Options
254(13)
Using Technology to Communicate Within Virtual Teams
267(23)
The Virtual Team Movement
268(1)
Why Virtual Teams?
268(1)
Advantages of Virtual Teams
269(2)
Antecedents of Effective Virtual Teaming
271(1)
Stages of Virtual Team Development
272(1)
Launching the Virtual Team
272(1)
The Role of Trust and the Team Operating Agreement
273(5)
Purpose or Mission
274(1)
Goals or Objectives
275(1)
Team Norms
275(3)
Continuing the Virtual Team's Growth
278(1)
Understanding and Appreciating Cultural Differences
278(4)
The Role of Technology and Collaborative Software
282(1)
The Role of Collaborative Writing Within the Virtual Team
283(3)
Allow Time to Get Acquainted
283(1)
Draw Out Silent Partners
283(1)
Allow and Encourage Disagreements
283(2)
Avoid Settling on Quick and Easy Answers
285(1)
Avoid Looking for the One Right Answer
285(1)
Work Toward Achieving Consensus
285(1)
Develop a Work Plan
285(1)
Conclusion
286(1)
Exercises
287(2)
Assignment Options
289(1)
Communicating in Meetings and by Telephone
290(47)
The Necessity of Meetings
291(2)
Types of Meetings
293(2)
To Develop Ideas
293(1)
To Elicit Information
294(1)
To Make Plans
294(1)
To Make Decisions
294(1)
Reflective Thinking Model
294(1)
Nominal Group Model
294(1)
Brainstorming Model
294(1)
Decision by a Single Individual
295(1)
Decision by a Minority
295(1)
Decision by Majority
295(1)
Decision by Consensus
295(1)
Task Duties of the Chairperson
295(5)
Developing an Agenda
295(1)
Meetings and Conferences
296(1)
Selecting Participants
297(1)
Deciding Where and When to Hold a Meeting
298(1)
Selecting and Arranging the Location
298(1)
Choosing the Day and Time
298(1)
Preparing the Leader's Orientation Speech
299(1)
People Duties of the Chairperson
300(1)
Minutes of a Meeting or Summary of Meeting Results
301(3)
Use an Appropriate Writing Style
302(1)
Be Accurate and Complete
302(1)
Use an Acceptable Format
302(2)
Meeting Types and Formats
304(8)
Audioconferences
306(1)
Videoconferencing
306(1)
Videoconferencing Guidelines
307(1)
Videoconferencing Etiquette
308(1)
Web Collaboration
309(1)
Electronic or Computer-Mediated Meetings
310(1)
Streaming
311(1)
The Telephone
312(7)
The Voice with a Smile
315(1)
Guidelines for Improving Your Telephone Etiquette
315(1)
Incoming Calls
316(1)
Answer Promptly and Identify Yourself
316(1)
Get the Caller's Name Immediately
316(1)
Take Messages Accurately
317(1)
Do Not Make the Caller Wait for You
317(1)
Transfer Calls Effectively
318(1)
Outgoing Calls
318(1)
Write Out Key Words or Phrases Before You Place the Call
318(1)
Identify Yourself Immediately
318(1)
Take Notes During the Call
318(1)
Make Your Closing Positive
318(1)
Other Useful Tips
318(1)
Voice Mail
319(1)
Cellular Telephones
320(2)
Speakerphones
322(1)
Choosing Between the Telephone and E-Mail
322(1)
Pagers
323(3)
Personal Digital Assistants or Palm Pilots
326(1)
Fax Machines
326(1)
Techno-Etiquette
327(1)
Conclusion
328(1)
Exercises
329(1)
Assignment Options
330(7)
Searching for Your Career
337(19)
The Importance of Knowing Yourself
338(3)
Step One: Identify Your General Likes and Dislikes
339(1)
Step Two: Assemble Your Accomplishments
339(1)
Step Three: List Your Interpersonal Skills
339(1)
Step Four: List Your Technical Skills
339(1)
Step Five: Rate Your Job Values
339(1)
Step Six: Match Your Attributes with Functional Roles
340(1)
Knowing Your Career Possibilities
341(3)
Learning About Specific Companies
341(2)
Networking and Informational Interviewing
343(1)
Developing Your Job Search Plan
344(1)
Searching the Net for Career Information and Opportunities
345(5)
Websites Providing Career Guidance
346(1)
Websites Combining Job Postings, Resume Postings, and Career Guidance
347(3)
Using the Internet Versus Traditional Job Search Tools
350(1)
Conclusion
350(1)
Exercises
351(2)
Assignment Options
353(3)
Composing Cover Letters and Resumes
356(33)
The Importance of Developing Effective Job Search Tools
357(1)
Cover Letters
357(5)
The All-Important, Attention-Getting First Paragraph
359(1)
The Second Paragraph---Interest
359(1)
The Third Paragraph---Desire
359(1)
The Fourth Paragraph---Taking Action
360(2)
Electronic Cover Letters
362(1)
Resumes
363(3)
Heading
363(1)
Experience
364(1)
Education
365(1)
Items You May Include or Leave Out
365(1)
Personal Information
365(1)
Job Objective
365(1)
Activities, Military Experience, and Professional Organizations
365(1)
References
366(1)
Traditional Resume Formats
366(7)
Chronological
366(1)
Functional
366(1)
Targeted
366(7)
Electronic Resume Formats
373(2)
E-Mailed Resumes
373(1)
Online Resumes
373(1)
Personal Websites and Blogs
374(1)
Plain-Text and Scannable Resumes
375(4)
Plain-Text Resumes
375(4)
Scannable Resumes
379(1)
Guidelines for Making Sure Your Documents Get Read
379(5)
Design Principles
382(1)
Length of the Resume
383(1)
Proofreading
383(1)
Sending Your Documents
383(1)
Completing the Job Application
384(1)
Identification
384(1)
Employment History
384(1)
Education and Certifications
384(1)
Special Skills
384(1)
References
384(1)
Keep Updated on Changes
385(1)
Conclusion
385(2)
Exercises
387(1)
Assignment Options
388(1)
Preparing for and Surviving the Interview
389(29)
Preparing for the Interview
390(8)
Ten Questions You Should Ask Prior to the Interview
390(1)
Research the Company
391(1)
Appearance
391(2)
Practice for Probable Questions
393(1)
Traditional Interviewing Questions
394(1)
Tell Me About Yourself
394(1)
What Do You Know About Our Organization?
394(1)
What Would You Do for Us? What Can You Do For Us That Someone Else Cannot?
394(1)
Why Should We Hire You?
394(1)
Please Give Me Your Definition of (the Interview Position)
394(1)
How Long Will You Stay with Us?
395(1)
In What School Activities Have You Participated? Why? Which Did You Enjoy Most?
395(1)
How Do You Spend Your Spare Time? What Do You Do in Your Spare Time?
395(1)
What Do You Expect Regarding Salary?
395(1)
What Do You Consider Your Strengths? Your Weaknesses?
395(1)
Tell Me About Your Education and Work Experience
395(1)
What Goals and Ambitions Do You Have?
395(1)
Behavioral Description Interviewing Questions
395(1)
Questions Not to Ask and Things Not to Say During an Interview
396(1)
Prepare Questions You Will Ask
397(1)
Know Where to Go and What to Take
397(1)
The Interview
398(3)
Displaying a Positive Attitude
399(1)
Using Strong Communication Skills
400(1)
Closing the Interview
401(1)
After the Interview
401(2)
Two Special Types of Interviews
403(4)
Online and Telephone Interviews
403(1)
Luncheon Interviews
404(1)
Dining
405(1)
Arrival
405(1)
Napkins
405(1)
Ordering
405(1)
Table Setting
405(1)
Eating Tip
406(1)
Used Utensils
407(1)
How to Handle the Job Offer
407(1)
Resigning from Your Current Job
408(5)
Step One
409(1)
Step Two
409(1)
Step Three
410(1)
Step Four
410(1)
Step Five
410(3)
Conclusion
413(2)
Exercises
415(1)
Assignment Options
415(3)
Understanding the Challenge of Ethical Communication
418(23)
The Importance of Ethical Communication
419(2)
Creating an Ethical Organization
421(1)
Building Ethical Communication Systems
422(4)
Using an Ethical Outline
424(1)
Making Ethical Decisions
424(2)
Understanding Global Issues and Ethics
426(1)
Learn the History of a Country's Culture
426(1)
Lesson to Learn
426(1)
Take Into Account Local Holidays and Local Traffic Conditions
426(1)
Lesson to Learn
426(1)
Be Sensitive to the Needs of Others and Go Beyond What Is Asked
427(1)
Lesson to Learn
427(1)
Stop Bribes by Offering Positive Mutual Outcomes
427(1)
Lesson to Learn
427(1)
Understanding Technology and Ethical Issues
427(4)
Critical Ethical Issues Involving Technology
429(1)
Issue One: Privacy
429(1)
Issue Two: Accuracy
429(1)
Issue Three: Ownership
430(1)
Issue Four: Accessibility
430(1)
Issue Five: Digital Signatures
430(1)
Issue Six: Data Loss
431(1)
Options for Managing Ethical Concerns
431(2)
Training for Ethics
433(2)
Employing Realism
433(1)
Making a Commitment
433(1)
Using Your Imagination
434(1)
Communicating Effectively
434(1)
Conclusion
435(1)
Exercises
435(2)
Assignment Options
437(4)
Appendix A: Checklist of Common Problems That Occur 441(12)
Appendix B: Websites 453(4)
Appendix C: Checklists 457(2)
Index 459

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