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Excellence in Business Communication

ISBN: 9780131870765 | 0131870769
Edition: 7th
Format: Paperback
Publisher: Prentice Hall
Pub. Date: 1/1/2007

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SummaryTable of Contents
This best-selling book captures the dynamics of business communication as no other on the market does. It presents the subject in a fascinating way, powerfully stimulating and motivating readers; this book gives the foundation for excellent, effective, and practical business communication. By offering "On the Job" simulations that feature actual companies, readers apply business communication concepts to real situations and sharpen their problem-solving skills. Incorporating a three-step approach to writing (planning, writing, and completing bu... MORE
Prefacexv
PART I UNDERSTANDING THE FOUNDATIONS OF BUSINESS COMMUNICATION
1(96)
Achieving Success Through Effective Business Communication
2... MORE
On the Job: Communicating at Six Apart
3(1)
Achieving Success in Today's Competitive Environment
4(7)
What Employers Expect from You
5(1)
Characteristics of Effective Communication
6(2)
Communication in Organizational Settings
8(3)
Understanding Why Business Communication Is Unique
11(3)
The Globalization of Business and the Increase in Workforce Diversity
11(1)
The Increasing Value of Business Information
12(1)
The Pervasiveness of Technology
12(1)
The Evolution of Organizational Structures
12(1)
The Growing Reliance on Teamwork
13(1)
The Barriers to Effective Communication
13(1)
Communicating More Effectively on the Job
14(4)
Minimizing Distractions
15(1)
Adopting an Audience-Centered Approach
15(1)
Fine-Tuning Your Business Communication Skills
16(1)
Giving---and Responding to---Constructive Feedback
16(1)
Being Sensitive to Business Etiquette
17(1)
Using Technology to Improve Business Communication
18(6)
Keeping Technology in Perspective
19(1)
Using Technological Tools Productively
19(5)
Reconnecting with People Frequently
24(1)
Making Ethical Communication Choices
24(4)
Distinguishing Ethical Dilemmas from Ethical Lapses
25(1)
Ensuring Ethical Communication
26(2)
Applying What You've Learned
28
Practicing Ethical Communication
The High Cost of Failure
5(15)
Powerful Tools for Communicating Efficiently
20(8)
Document Makeover
Improve This Memo
28(1)
On the Job: Solving Communication Dilemmas at Six Apart
29(7)
Learning Objectives Checkup
30(1)
Apply Your Knowledge
31(1)
Practice Your Knowledge
32(1)
Exercises
32(2)
Expand Your Knowledge
34(1)
Learn Interactively
34(1)
Improve Your Grammar, Mechanics, and Usage
35(1)
Communicating in Teams and Mastering Listening and Nonverbal Communication
36(34)
On the Job: Communicating at The Container Store
37(1)
Improving Your Performance in Teams
38(9)
Advantages and Disadvantages of Teams
38(2)
Collaborative Communication
40(1)
Group Dynamics
41(3)
Etiquette in Team Settings
44(3)
Making Your Meetings More Productive
47(8)
Preparing for Meetings
47(1)
Leading and Participating in Meetings
48(2)
Using Meeting Technologies
50(5)
Improving Your Listening Skills
55(4)
Recognizing Various Types of Listening
55(1)
Understanding the Listening Process
56(1)
Overcoming Barriers to Effective Listening
57(2)
Improving Your Nonverbal Communication Skills
59
Recognizing Nonverbal Communication
60(1)
Using Nonverbal Communication Effectively
61
Document Makeover
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47(15)
Sharpening Your Career Skills
Sending the Right Signals
62(1)
On the Job: Solving Communication Dilemmas at The Container Store
63(7)
Learning Objectives Checkup
64(2)
Apply Your Knowledge
66(1)
Practice Your Knowledge
66(1)
Exercises
67(1)
Expand Your Knowledge
68(1)
Learn Interactively
68(1)
Improve Your Grammar, Mechanics, and Usage
69(1)
Communicating Interculturally
70(27)
On the Job: Communicating at IBM
71(1)
Understanding the Opportunities and Challenges of Intercultural Communication
72(2)
The Opportunities in a Global Marketplace
72(1)
Advantages of a Multicultural Workforce
72(1)
The Challenges of Intercultural Communication
73(1)
Enhancing Your Intercultural Sensitivity
74(7)
Understanding the Concept of Culture
74(1)
Overcoming Ethnocentrism and Stereotyping
74(1)
Recognizing Cultural Variations
75(6)
Improving Intercultural Communication Skills
81(7)
Studying Other Cultures
81(2)
Studying Other Languages
83(1)
Respecting Preferences for Communication Style
84(1)
Writing and Speaking Clearly
84(4)
Listening Carefully
88(1)
Using Interpreters, Translators, and Translation Software
88(2)
Helping Others Adapt to Your Culture
90
Document Makeover
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88(1)
Using the Power of Technology
The Gist of Machine Translation
89(1)
On the Job: Solving Communication Dilemmas at IBM
90(7)
Learning Objectives Checkup
91(2)
Apply Your Knowledge
93(1)
Practice Your Knowledge
94(1)
Exercises
94(1)
Expand Your Knowledge
95(1)
Learn Interactively
96(1)
Improve Your Grammar, Mechanics, and Usage
96(1)
PART II APPLYING THE THREE-STEP WRITING PROCESS
97(104)
Planning Business Messages
98(34)
On the Job: Communicating at the Complete Idiot's Guides
99(1)
Understanding the Three-Step Writing Process
100(2)
Optimizing Your Writing Time
101(1)
Planning Effectively
101(1)
Analyzing Your Situation
102(3)
Defining Your Purpose
102(1)
Developing an Audience Profile
103(2)
Gathering Information
105(2)
Uncovering Audience Needs
105(1)
Providing Required Information
106(1)
Selecting the Right Medium
107(7)
Oral Media
107(1)
Written Media
107(2)
Electronic Media
109(3)
Factors to Consider When Choosing Media
112(2)
Organizing Your Information
114(7)
Recognizing the Importance of Good Organization
114(3)
Defining Your Main Idea
117(1)
Limiting Your Scope
118(1)
Choosing Between Direct and Indirect Approaches
119(2)
Outlining Your Content
121(1)
Document Makeover
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121(1)
Using the Power of Technology
Create and Collaborate with Powerful Outlining Tools
121(4)
On the Job: Solving Communication Dilemmas at the Complete Idiot's Guides
125(7)
Learning Objectives Checkup
126(1)
Apply Your Knowledge
127(1)
Practice Your Knowledge
128(1)
Exercises
128(2)
Expand Your Knowledge
130(1)
Learn Interactively
131(1)
Improve Your Grammar, Mechanics, and Usage
131(1)
Writing Business Messages
132(38)
On the Job: Communicating at Creative Commons
133(1)
Bringing Your Ideas to Life
134(1)
Adapting to Your Audience
134(13)
Being Sensitive to Your Audience's Needs
135(6)
Building Strong Relationships with Your Audience
141(2)
Controlling Your Style and Tone
143(4)
Composing Your Message
147(8)
Choosing Strong Words
148(3)
Creating Effective Sentences
151(2)
Crafting Coherent Paragraphs
153(2)
Using Technology to Compose and Shape Your Messages
155
Composing Effective E-Mail Messages
156(4)
Shaping Your Documents with Word Processing Tools
160
Document Makeover
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142(4)
Achieving Intercultural Communication
Communicating with a Global Audience on the Web
146(16)
On the Job: Solving Communication Dilemmas at Creative Commons
162(8)
Learning Objectives Checkup
163(2)
Apply Your Knowledge
165(1)
Practice Your Knowledge
165(1)
Exercises
165(3)
Expand Your Knowledge
168(1)
Learn Interactively
168(1)
Improve Your Grammar, Mechanics, and Usage
169(1)
Completing Business Messages
170(31)
On the Job: Communicating at Rolling Stone
171(1)
Moving Beyond Your First Draft
172(1)
Revising Your Message
172(13)
Evaluating Your Content, Organization, Style, and Tone
174(1)
Reviewing for Readability
175(4)
Editing for Clarity and Conciseness
179(4)
Using Technology to Revise Your Message
183(2)
Producing Your Message
185(6)
Adding Graphics, Sound, Video, and Hypertext
185(1)
Designing for Readability
186(4)
Using Technology to Produce Your Message
190(1)
Proofreading Your Message
191(1)
Distributing Your Message
192
Document Makeover
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181(12)
Sharpening Your Career Skills
Proofread Like a Pro to Create Perfect Documents
193(1)
On the Job: Solving Communication Dilemmas at Rolling Stone
194(7)
Learning Objectives Checkup
195(1)
Apply Your Knowledge
196(1)
Practice Your Knowledge
196(1)
Exercises
197(2)
Expand Your Knowledge
199(1)
Learn Interactively
200(1)
Improve Your Grammar, Mechanics, and Usage
200(1)
PART III WRITING LETTERS, MEMOS, E-MAIL, AND INSTANT MESSAGES
201(124)
Writing Routine and Positive Messages
202(40)
On the Job: Communicating at Cone, Inc.
203(1)
Using the Three-Step Writing Process for Routine and Positive Messages
204(1)
Step 1: Plan Your Message
204(1)
Step 2: Write Your Message
204(1)
Step 3: Complete Your Message
204(1)
Making Routine Requests
205(6)
Strategy for Routine Requests
205(2)
Common Examples of Routine Requests
207(4)
Sending Routine Replies and Positive Messages
211(4)
Strategy for Routine Replies and Positive Messages
213(1)
Common Examples of Routine Replies and Positive Messages
214(1)
Document Makeover
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215(8)
Practicing Ethical Communication
What's Right to Write in a Recommendation Letter?
223(6)
On the Job: Solving Communication Dilemmas at Cone, Inc.
229(13)
Learning Objectives Checkup
230(1)
Apply Your Knowledge
231(1)
Practice Your Knowledge
232(1)
Exercises
233(1)
Expand Your Knowledge
234(1)
Learn Interactively
234(1)
Improve Your Grammar, Mechanics, and Usage
234(1)
Cases
234(8)
Writing Negative Messages
242(42)
On the Job: Communicating at KPMG
243(1)
Using the Three-Step Writing Process for Negative Messages
244(2)
Step 1: Plan Your Message
244(1)
Step 2: Write Your Message
245(1)
Step 3: Complete Your Message
245(1)
Developing Negative Messages
246(9)
Choosing the Best Approach
246(8)
Adapting to Your Audience
254(1)
Maintaining High Standards of Ethics and Etiquette
255(1)
Exploring Common Examples of Negative Messages
255(1)
Sending Negative Messages on Routine Business Matters
255(7)
Sending Negative Organizational News
262(4)
Sending Negative Employment Messages
266
Document Makeover
Improve This Memo
255(10)
Using the Power of Technology
Controlling Rumors Online
265(5)
On the Job: Solving Communication Dilemmas at KPMG
270(14)
Learning Objectives Checkup
271(2)
Apply Your Knowledge
273(1)
Practice Your Knowledge
273(1)
Exercises
274(1)
Expand Your Knowledge
275(1)
Learn Interactively
275(1)
Improve Your Grammar, Mechanics, and Usage
275(1)
Cases
276(8)
Writing Persuasive Messages
284(41)
On the Job: Communicating at Mark Burnett Productions
285(1)
Using the Three-Step Writing Process for Persuasive Messages
286(5)
Step 1: Plan Your Message
286(4)
Step 2: Write Your Message
290(1)
Step 3: Complete Your Message
291(1)
Developing Persuasive Business Messages
291(10)
Strategies for Persuasive Business Messages
292(6)
Common Examples of Persuasive Business Messages
298(3)
Developing Marketing and Sales Messages
301
Strategies for Marketing and Sales Messages
301(8)
Common Examples of Marketing and Sales Messages
309
Document Makeover
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299(8)
Using the Power of Technology
The Power and Persuasion of Interactive Sales Tools
307(3)
On the Job: Solving Communication Dilemmas at Mark Burnett Productions
310(15)
Learning Objectives Checkup
312(1)
Apply Your Knowledge
313(1)
Practice Your Knowledge
313(1)
Exercises
314(1)
Expand Your Knowledge
315(1)
Learn Interactively
315(1)
Improve Your Grammar, Mechanics, and Usage
315(1)
Cases
316(9)
PART IV PREPARING REPORTS AND ORAL PRESENTATIONS
325
Planning Reports and Proposals
326(44)
On the Job: Communicating at Toyota Scion
327(1)
Applying the Three-Step Writing Process to Reports and Proposals
328(5)
Analyzing the Situation
329(1)
Gathering Information
330(1)
Selecting the Right Medium
330(1)
Organizing Your Information
331(2)
Supporting Your Messages with Reliable Information
333(16)
Planning Your Research
334(1)
Locating Data and Information
335(11)
Using Your Research Results
346(3)
Planning Informational Reports
349(5)
Planning Analytical Reports
354(6)
Planning Proposals
360
Document Makeover
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346(4)
Sharpening Your Career Skills
Creating an Effective Business Plan
350(12)
On the Job: Solving Communication Dilemmas at Toyota Scion
362(8)
Learning Objectives Checkup
364(1)
Apply Your Knowledge
365(1)
Practice Your Knowledge
366(1)
Exercises
366(2)
Expand Your Knowledge
368(1)
Learn Interactively
368(1)
Improve Your Grammar, Mechanics, and Usage
369(1)
Writing Reports and Proposals
370(44)
On the Job: Communicating at OMD Worldwide
371(1)
Crafting Reports and Proposals
372(1)
Adapting to Your Audience
372(2)
Composing Reports and Proposals
374(12)
Drafting Report Content
377(3)
Drafting Proposal Content
380(5)
Establishing a Consistent Time Perspective
385(1)
Helping Readers Find Their Way
385(1)
Using Technology to Craft Reports and Proposals
386(2)
Illustrating Your Reports with Effective Visuals
388
Selecting the Right Visuals
389(9)
Designing Effective Visuals
398(3)
Verifying the Quality and Integrity of Your Visuals
401
Document Makeover
Improve This Policy Report
387(16)
Practicing Ethical Communication
Distorting the Data
403(1)
On the Job: Solving Communication Dilemmas at OMD Worldwide
403(11)
Learning Objectives Checkup
405(1)
Apply Your Knowledge
406(1)
Practice Your Knowledge
406(1)
Exercises
407(3)
Expand Your Knowledge
410(1)
Learn Interactively
410(1)
Improve Your Grammar, Mechanics, and Usage
410(1)
Cases
411(3)
Completing Reports and Proposals
414(124)
On the Job: Communicating at the Bill and Melinda Gates Foundation
415(1)
Putting the Final Touches on Reports and Proposals
416(1)
Revising Your Reports and Proposals
416(1)
Producing Your Reports and Proposals
416(24)
Components of a Formal Report
417(21)
Components of a Formal Proposal
438(2)
Proofreading Your Reports and Proposals
440(98)
Applying and Interviewing for Employment
538
On the Job: Communicating at Google
539(1)
Writing Application Letters and Other Employment Messages
540(6)
Application Letters
540(5)
Application Follow-Ups
545(1)
Understanding the Interviewing Process
546(4)
The Typical Sequence of Interviews
547(1)
Common Types of Interviews
547(1)
What Employers Look For in an Interview
548(1)
Preemployment Testing
549(1)
Preparing for a Job Interview
550(7)
Learn About the Organization
551(1)
Think Ahead About Questions
551(3)
Bolster Your Confidence
554(1)
Polish Your Interview Style
554(1)
Plan to Look Good
555(1)
Be Ready When You Arrive
556(1)
Interviewing for Success
557(4)
The Warm-Up
557(1)
The Question-and-Answer Stage
558(2)
The Close
560(1)
Interview Notes
561(1)
Following Up After the Interview
561
Thank-You Message
562(1)
Message of Inquiry
562(1)
Request for a Time Extension
563(1)
Letter of Acceptance
563(1)
Letter Declining a Job Offer
564(1)
Letter of Resignation
565
Sharpening Your Career Skills
Make Sure You Don't Talk Yourself Right out of a Job
558(5)
Document Makeover
Improve This Letter
563(3)
On the Job: Solving Communication Dilemmas at Google
566
Learning Objectives Checkup
567(1)
Apply Your Knowledge
568(1)
Practice Your Knowledge
568(1)
Exercises
569(1)
Expand Your Knowledge
570(1)
Learn Interactively
570(1)
Improve Your Grammar, Mechanics, and Usage
571(1)
Cases
571
Appendix A: Format and Layout of Business Documents1(20)
Appendix B: Documentation of Report Sources21(6)
Appendix C: Correction Symbols27
Video Guide and Exercises1(1)
Handbook of Grammar, Mechanics, and Usage1(1)
Answer Keys1(1)
References1(1)
Acknowledgments1(1)
Organization/Brand/Company Index1(4)
Subject Index5

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