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Part 1 Communication Foundations |
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2 | (34) |
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1 Establishing a Framework for Business Communication |
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2 | (18) |
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2 | (1) |
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The Communication Process |
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3 | (2) |
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The Sender Encodes the Message |
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4 | (1) |
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The Sender Selects the Channel and Transmits the Message |
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4 | (1) |
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The Receiver Decodes the Message |
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4 | (1) |
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The Receiver Encodes the Message to Clarify |
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5 | (1) |
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Interferences Hinder the Process |
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5 | (1) |
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Communicating within Organizations |
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5 | (5) |
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Communication Flow in Organizations |
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5 | (4) |
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9 | (1) |
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Strategic Forces Influencing Business Communication |
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10 | (10) |
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Strategic Force 1 Legal and Ethical Constraints |
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10 | (3) |
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Strategic Force 2 Diversity Challenges |
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13 | (2) |
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Strategic Force 3 Changing Technology |
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15 | (2) |
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Strategic Force 4 Team Environment |
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17 | (3) |
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2 Focusing on Interpersonal and Group Communication |
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20 | (16) |
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Behavioral Theories that Impact Communication |
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20 | (3) |
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20 | (2) |
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22 | (1) |
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Exploring the Johari Window |
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22 | (1) |
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Contrasting Management Styles |
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23 | (1) |
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23 | (2) |
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23 | (1) |
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23 | (1) |
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Understanding Nonverbal Messages |
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24 | (1) |
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Listening as a Communication Skill |
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25 | (2) |
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Listening for a Specific Purpose |
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25 | (1) |
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26 | (1) |
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27 | (5) |
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Increasing Focus on Groups |
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27 | (2) |
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Characteristics of Effective Groups |
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29 | (1) |
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30 | (1) |
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31 | (1) |
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32 | (4) |
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33 | (1) |
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33 | (1) |
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Suggestions for Effective Meetings |
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34 | (2) |
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Part 2 Communication Analysis |
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36 | (34) |
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3 Planning Spoken and Written Messages |
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36 | (20) |
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Step 1 Determining the Purpose and Channel |
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38 | (1) |
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Step 2 Envisioning the Audience |
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38 | (2) |
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Step 3 Adapting the Message to the Audience |
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40 | (12) |
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Focus on the Receiver's Point of View |
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40 | (1) |
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Communicate Ethically and Responsibly |
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41 | (2) |
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Build and Protect Goodwill |
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43 | (4) |
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Use Contemporary Language |
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47 | (1) |
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Use Simple, Informal Words |
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47 | (1) |
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48 | (1) |
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Project a Positive, Tactful Tone |
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49 | (3) |
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Step 4 Organizing the Message |
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52 | (4) |
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Outline to Benefit the Sender and the Receiver |
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52 | (1) |
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Sequence Ideas to Achieve Desired Goals |
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52 | (4) |
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4 Preparing Spoken and Written Messages |
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56 | (14) |
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56 | (6) |
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58 | (2) |
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Develop Coherent Paragraphs |
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60 | (2) |
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62 | (8) |
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62 | (1) |
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Apply Visual Enhancements to Improve Readability |
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63 | (3) |
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Use Systematic Procedures for Revising and Proofreading |
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66 | (2) |
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Cultivate a Frame of Mind for Effective Revising and Proofreading |
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68 | (2) |
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Part 3 Communication Through Voice, Electronic, and Written Messages |
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70 | (70) |
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5 Communicating Electronically |
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70 | (14) |
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Electronic Mail Communication |
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70 | (8) |
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70 | (1) |
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Guidelines for Preparing Email Messages |
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71 | (1) |
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72 | (2) |
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74 | (1) |
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75 | (2) |
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Electronic Messages and the Law |
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77 | (1) |
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78 | (2) |
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78 | (1) |
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79 | (1) |
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79 | (1) |
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Voice and Wireless Communication |
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80 | (2) |
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80 | (1) |
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81 | (1) |
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Wireless Communication and the Future |
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82 | (1) |
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Appropriate Use of Technology |
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82 | (2) |
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Determine the Purpose of the Message |
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83 | (1) |
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Determine Whether the Information Is Personal or Confidential |
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83 | (1) |
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Decide Whether Positive Human Relations Are Sacrificed |
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83 | (1) |
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6 Delivering Good- and Neutral-News Messages |
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84 | (18) |
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Deductive Organizational Pattern |
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84 | (2) |
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86 | (4) |
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86 | (2) |
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Thank-You and Appreciation Messages |
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88 | (2) |
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90 | (3) |
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90 | (1) |
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Favorable Response to a Claim Message |
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90 | (3) |
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93 | (2) |
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93 | (1) |
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Favorable Response to a Routine Request |
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93 | (1) |
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Positive Response to a Favor Request |
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93 | (2) |
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Form Messages for Routine Responses |
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95 | (1) |
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Routine Messages about Orders and Credit |
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95 | (5) |
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Acknowledging Customer Orders |
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97 | (1) |
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Providing Credit Information |
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97 | (1) |
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98 | (2) |
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100 | (2) |
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7 Delivering Bad-News Messages |
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102 | (20) |
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Choosing an Appropriate Channel and Organizational Pattern |
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102 | (3) |
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Channel Choice and Commitment to Tact |
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102 | (2) |
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Use of the Inductive Approach to Build Goodwill |
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104 | (1) |
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Exceptions to the Inductive Approach |
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105 | (1) |
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Developing a Bad-News Message |
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105 | (5) |
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Writing the Introductory Paragraph |
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105 | (1) |
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Presenting the Facts, Analysis, and Reasons |
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106 | (1) |
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Writing the Bad-News Statement |
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107 | (1) |
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Offering a Counterproposal or "Silver Lining" Idea |
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108 | (1) |
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108 | (2) |
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110 | (1) |
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111 | (2) |
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113 | (2) |
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Delivering Constructive Criticism |
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115 | (1) |
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Communicating Negative Organizational News |
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116 | (6) |
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116 | (2) |
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Responding to Crisis Situations |
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118 | (4) |
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8 Delivering Persuasive Messages |
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122 | (18) |
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122 | (4) |
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123 | (1) |
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Use the Inductive Approach |
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124 | (1) |
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Apply Sound Writing Principles |
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124 | (2) |
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126 | (6) |
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126 | (1) |
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Generate Interest by Introducing the Product, Service, or Idea |
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127 | (1) |
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Create Desire by Providing Convincing Evidence |
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128 | (3) |
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131 | (1) |
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132 | (8) |
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132 | (3) |
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135 | (2) |
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137 | (1) |
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Persuading within an Organization |
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137 | (3) |
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Part 4 Communication Through Reports and Business Presentations |
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140 | (76) |
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9 Understanding the Report Process and Research Methods |
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140 | (20) |
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Characteristics of Reports |
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140 | (3) |
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141 | (2) |
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143 | (1) |
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Basis for Reports: The Problem-Solving Process |
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143 | (17) |
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Recognizing and Defining the Problem |
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143 | (2) |
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Selecting a Method of Solution |
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145 | (4) |
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Collecting and Organizing the Data |
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149 | (6) |
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155 | (5) |
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10 Managing Data and Using Graphics |
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160 | (12) |
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Communicating Quantitative Information |
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160 | (2) |
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162 | (8) |
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Effective and Ethical Use of Graphics |
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163 | (1) |
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163 | (7) |
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Including Graphics in Text |
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170 | (2) |
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Positioning Graphics in Text |
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170 | (2) |
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11 Organizing and Preparing Reports and Proposals |
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172 | (22) |
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172 | (5) |
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Preliminary Parts of a Report |
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173 | (3) |
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176 | (1) |
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177 | (1) |
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Organization of Formal Reports |
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177 | (5) |
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Writing Convincing and Effective Reports |
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178 | (2) |
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Choosing a Writing Style for Formal Reports |
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180 | (2) |
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182 | (7) |
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Memorandum, Email, and Letter Reports |
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182 | (1) |
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182 | (7) |
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189 | (5) |
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189 | (2) |
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191 | (3) |
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12 Designing and Delivering Business Presentations |
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194 | (22) |
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Planning an Effective Business Presentation |
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194 | (3) |
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195 | (1) |
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196 | (1) |
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197 | (3) |
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197 | (2) |
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199 | (1) |
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200 | (1) |
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Designing Compelling Presentation Visuals |
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200 | (4) |
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Types of Presentation Visuals |
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200 | (2) |
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Design of Presentation Visuals |
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202 | (1) |
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Design Tips for Audience Handouts and Notes Pages |
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203 | (1) |
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204 | (6) |
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204 | (1) |
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205 | (2) |
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207 | (3) |
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Adapting to Alternate Delivery Situations |
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210 | (6) |
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Culturally Diverse Audiences |
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210 | (2) |
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212 | (1) |
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213 | (3) |
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Part 5 Communication for Employment |
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216 | (44) |
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13 Preparing Resumes and Application Messages |
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216 | (28) |
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Preparing for the Job Search |
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216 | (5) |
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Gathering Essential Information |
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217 | (1) |
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Identifying Potential Career Opportunities |
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218 | (3) |
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Planning a Targeted Resume |
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221 | (6) |
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Standard Parts of a Resume |
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221 | (5) |
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226 | (1) |
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Preparing Resumes for Print and Electronic Delivery |
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227 | (7) |
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Preparing a Print (Designed) Resume |
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227 | (1) |
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Preparing Electronic Resume Submissions |
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228 | (6) |
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234 | (3) |
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234 | (1) |
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234 | (3) |
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Composing Application Messages |
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237 | (7) |
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237 | (4) |
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General Writing Guidelines |
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241 | (1) |
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242 | (2) |
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14 Interviewing for a Job and Preparing Employment Messages |
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244 | (16) |
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Understanding Types of Employment Interviews |
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244 | (3) |
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244 | (2) |
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246 | (1) |
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246 | (1) |
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246 | (1) |
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246 | (1) |
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Preparing for an Interview |
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247 | (2) |
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247 | (1) |
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248 | (1) |
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248 | (1) |
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Plan Your Time and Materials |
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249 | (1) |
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249 | (1) |
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Conducting a Successful Interview |
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249 | (6) |
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249 | (1) |
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250 | (3) |
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253 | (2) |
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Preparing Other Employment Messages |
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255 | (5) |
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255 | (1) |
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255 | (1) |
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256 | (1) |
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256 | (1) |
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256 | (2) |
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258 | (1) |
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258 | (2) |
Grammar And Usage Appendix |
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260 | (15) |
References |
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275 | (3) |
Index |
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278 | |