Business Communication: In Person, In Print, Online

560 Pages·2015·76.41 MB·English

by  Amy Newman

Brief Contents Page: v
Contents Page: vii
About Amy Newman Page: xiii
Acknowledgments Page: xv
Part 1: Foundations of Business Communication Page: 2
Ch 1: Understanding Business Communication Page: 2
Learning Objectives Page: 2
Chapter Introduction: Nike’s “Get High” T-Shirts Page: 3
Communicating in Organizations Page: 4
The Components of Communication Page: 5
Communication Barriers Page: 9
Communication Media Choices Page: 13
Potential Legal Consequences of Communication Page: 19
Ethics and Communication Page: 20
Introducing the 3Ps (Purpose, Process, Product) Model Page: 24
3Ps in Action: An Ethical Decision at a Retail Company Page: 25
3Ps in Practice: Media Choice to Communicate a Decision Page: 26
Summary Page: 27
Exercises Page: 27
Company Scenario: Aggresshop Page: 33
Endnotes Page: 34
Ch 2: Team and Intercultural Communication Page: 36
Learning Objectives Page: 36
Chapter Introduction: Nordstrom Supports Same-Sex Marriage Page: 37
Work Team Communication Page: 38
Collaboration on Team Writing Projects Page: 42
Intercultural Communication Page: 45
Diversity and Inclusion within the United States Page: 51
3Ps in Action: Addressing Disrespectful Comments Page: 58
3Ps in Practice: Tailoring a Message to a Brazilian Audience Page: 59
Summary Page: 60
Exercises Page: 60
Company Scenario: Dewey, Wright, and Howe Page: 66
Endnotes Page: 67
Ch 3: Interpersonal Communication Skills Page: 68
Learning Objectives Page: 68
Chapter Introduction: Banning Email to Encourage Interpersonal Communication Page: 69
Nonverbal Communication Page: 70
Listening Page: 73
Using Social Media to Build Business Relationships Page: 77
Communicating by Voice and Text Messaging Page: 82
Business Meetings Page: 84
3Ps in Action: Listening to Employees’ Concerns Page: 93
3Ps in Practice: Planning a Meeting Page: 94
Summary Page: 95
Exercises Page: 95
Company Scenario: In the Loop Soup Kitchen Page: 102
Endnotes Page: 103
Part 2: Developing Your Business Writing Skills Page: 104
Ch 4: The Writing Process Page: 104
Learning Objectives Page: 104
Chapter Introduction: Bad Writing Is Bad Business Page: 105
An Overview of the Writing Process Page: 106
Audience Analysis Page: 107
Planning Page: 109
Drafting Page: 113
Revising Page: 122
Proofreading Page: 123
3Ps in Action: Responding to the Embarrassing Sign at a Popular Fast-Food Chain Restaurant Page: 125
3Ps in Practice: Announcing Writing Skills Workshops Page: 127
Summary Page: 128
Exercises Page: 128
Company Scenario: Writeaway Hotels Page: 136
Endnotes Page: 137
Ch 5: Revising Your Writing Page: 138
Learning Objectives Page: 138
Chapter Introduction: Citigroup Blunders a Press Release Page: 139
What Do We Mean by Style? Page: 140
Choosing the Right Words Page: 140
Writing Effective Sentences Page: 149
Developing Logical Paragraphs Page: 153
Creating an Appropriate Tone Page: 156
3Ps in Action: Revising a Press Release for Citigroup Page: 164
3Ps in Practice: Revising an Email to Employees Page: 165
Summary Page: 166
Exercises Page: 166
Company Scenario: Writeaway Hotels Page: 176
Endnotes Page: 177
Part 3: Written Messages Page: 178
Ch 6: Neutral and Positive Messages Page: 178
Learning Objectives Page: 178
Chapter Introduction: Kraft Macaroni and Cheese Thanks Its Fans Page: 179
Types of Neutral and Positive Messages Page: 180
Planning a Neutral or Positive Message Page: 180
Organizing a Neutral Message Page: 180
Sending Instant Messages for Neutral Messages Page: 184
Responding to a Neutral Message Page: 185
Composing Goodwill Messages Page: 187
Addressing Customer Comments Online Page: 192
3Ps in Action: Responding to a Request for Information Page: 196
3Ps in Practice: Responding to Online Feedback Page: 198
Summary Page: 199
Exercises Page: 199
Company Scenario: In the Loop Page: 205
Endnotes Page: 207
Ch 7: Persuasive Messages Page: 208
Learning Objectives Page: 208
Chapter Introduction: Progressive Blunders Response to Negative Comments Page: 209
Planning Persuasive Messages Page: 210
Analyzing Your Audience Page: 210
Writing a Short Persuasive Message Page: 214
Writing a Sales Letter Page: 220
Writing and Responding to Negative Customer Feedback Page: 228
3Ps in Action: Responding to Negative Comments About a Lawsuit Page: 234
3Ps in Practice: Requesting a Visit to Another Service Center Page: 236
Summary Page: 237
Exercises Page: 237
Company Scenario: PersuadeCafé Page: 245
Endnotes Page: 247
Ch 8: Bad-News Messages Page: 248
Learning Objectives Page: 248
Chapter Introduction: Communicating Layoffs at Yahoo! Page: 249
Planning the Bad-News Message Page: 250
Composing Bad-News Replies Page: 259
Announcing Bad News Page: 263
3Ps in Action: Rejecting an Idea to Spin Off a Company Division Page: 269
3Ps in Practice: Announcing the Close of a Division Page: 271
Summary Page: 272
Exercises Page: 272
Company Scenario: Aggresshop Page: 281
Endnotes Page: 283
Part 4: Report Writing Page: 284
Ch 9: Planning the Report and Managing Data Page: 284
Learning Objectives Page: 284
Chapter Introduction: eBay Uses Big Data Page: 285
Who Reads and Writes Reports Page: 286
Finding Sources for Your Report Page: 286
Collecting Data Through Questionnaires Page: 293
Displaying Quantitative Information Page: 298
Interpreting Data Page: 310
3Ps in Action: Displaying Employee Survey Results Page: 313
3Ps in Practice: Developing a Questionnaire About Online Search Page: 314
Summary Page: 315
Exercises Page: 315
Company Scenario: PersuadeCafé Page: 322
Endnotes Page: 323
Ch 10: Writing the Report Page: 324
Learning Objectives Page: 324
Chapter Introduction: Information and Advocacy from Consumer Reports Page: 325
Planning the Report Page: 326
Drafting the Report Page: 336
Developing an Effective Writing Style Page: 342
Documenting Your Sources Page: 346
Refining Your Draft Page: 349
3Ps in Action: Interpreting Data for Consumers Page: 352
3Ps in Practice: Writing an Executive Summary for a PowerPoint Report Page: 354
Summary Page: 355
Exercises Page: 355
Company Scenario: PersuadeCafé Page: 362
Endnotes Page: 363
Part 5: Oral and Employment Communication Page: 364
Ch 11: Oral Presentation Page: 364
Learning Objectives Page: 364
Chapter Introduction: CEOs Respond to Questions Page: 365
The Role of Business Presentations Page: 366
Planning the Presentation Page: 366
Organizing the Presentation Page: 370
Planning Team and Online Presentations Page: 375
Developing Visual Support for Business Presentations Page: 377
Practicing and Delivering the Presentation Page: 386
3Ps in Action: Giving Speech Feedback to Brian Moynihan, Bank of America CEO Page: 392
3Ps in Practice: Preparing for an Industry Conference Presentation Page: 394
Summary Page: 395
Exercises Page: 395
Company Scenario: PersuadeCafé Page: 406
Endnotes Page: 407
Ch 12: Employment Communication Page: 408
Learning Objectives Page: 408
Chapter Introduction: Social Recruiting at IHG Page: 409
Putting Your Best Self Forward Page: 410
Preparing Your Résumé Page: 410
Writing Cover Letters and Inquiry Emails Page: 426
Preparing for a Job Interview Page: 431
Conducting Yourself During the Interview Page: 437
Following Up Throughout the Process Page: 439
Practicing Business Etiquette Page: 441
3Ps in Action: Sending a Thank-You Note Page: 447
3Ps in Practice: Writing a Résumé Page: 449
Summary Page: 450
Exercises Page: 450
Company Scenario: Bank on Me Page: 457
Endnotes Page: 459
Reference Manual Page: 461
A: Language Arts Basics Page: 462
B: Formatting Business Documents Page: 495
C: Common Types of Reports Page: 516
D: Glossary Page: 523
Subject Index Page: 527