Effective business communications:
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston, Mass. [u.a.]
McGraw Hill
1997
|
| Ausgabe: | 7. ed. |
| Schlagworte: | |
| Online-Zugang: | Publisher description Table of contents Inhaltsverzeichnis |
| Beschreibung: | XXII, 617 S. |
| ISBN: | 007044398X |
Internformat
MARC
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| 245 | 1 | 0 | |a Effective business communications |c Herta A. Murphy ; Herbert W. Hildebrandt ; Jane P. Thomas |
| 250 | |a 7. ed. | ||
| 264 | 1 | |a Boston, Mass. [u.a.] |b McGraw Hill |c 1997 | |
| 300 | |a XXII, 617 S. | ||
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Datensatz im Suchindex
| _version_ | 1804126640187375616 |
|---|---|
| adam_text | Contents
Preface vii
PART ONE Chapter 1 ¦ Effective Communications in Business 3
Background for Importance and Benefits of Effective Communication 4
Effective Business Ancient Heritage for Communication Principles I Lifeblood of Every
Communication Organization I Benefits of Effective Communication in Your Career I
Challenge of Communication in the Global Market
Components of Communication 11
Context I Sender Encoder I Message I Medium I Receiver Decoder I
Feedback
Concepts and Problems of Communication 15
Conventions of Meaning I Perceptions of Reality I Values, Attitudes, and
Opinions
Nonverbal Communication 21
How Appearance Communicates I How Body Language Communicates I
How Silence, Time, and Space Communicate
Summary 27
Exercises and Problems 27
References 29
Chapter 2 ¦ The Seven C s of Effective Communication 31
Completeness 32
Provide All Necessary Information I Answer All Questions Asked I Give
Something Extra, When Desirable
Conciseness 36
Eliminate Wordy Expressions I Include Only Relevant Material I Avoid
Unnecessary Repetition
Consideration 40
Focus on You Instead of I or We I Show Audience Benefit or Interest
in the Receiver I Emphasize Positive, Pleasant Facts
Concreteness 43
Use Specific Facts and Figures I Put Action in Your Verbs I Choose Vivid,
Image Building Words
xv
XVi CONTENTS.
Clarity 48
Choose Precise, Concrete, and Familiar Words I Construct Effective
Sentences and Paragraphs
Courtesy 52
Be Sincerely Tactful, Thoughtful, and Appreciative I Use Expressions That
Show Respect I Choose Nondiscriminatory Expressions
Correctness 57
Use the Right Level of Language I Check Accuracy of Figures, Facts, and
Words I Maintain Acceptable Writing Mechanics
Summary 60
Exercises and Problems 61
PART TWO Chapter 3 ¦ Business Communication and the Global Context 69
Business Background to Intercultural Communication 70
Communication A Concept ot Culture I An Intercultural Communication Model
in Context
National Cultural Variables 76
Education I Law and Regulations I Economics I Politics I Religion I Social
Norms I Language
Individual Cultural Variables 82
Time (Chronemics) I Space (Proxemics) I Food I Acceptable Dress I
Manners I Decision Making I Verbal and Nonvrbal Communication
Summary 88
Exercises and Problems 90
References 93
Chapter 4 ¦ Business Communication and the Ethical Context 95
Background to Ethical Contexts 96
Ethical Situations I Ethics As a Communication Issue I Ethics in
Corporations—An Historical View
Influences on Personal Ethics 99
People I Culture I Philosophy I Law I Religion
Communication and Ethical Issues 103
Legal Issues I Key Areas for Ethical Communication I Ethics and
Organizational Responsibility
Summary 110
Exercises and Problems 111
References 116
Chapter 5 ¦ Business Communication and the Technology
Context 117
Managing Information Within Organizations 118
History of Technological Developments I Challenges to the Organization
Made by New Technologies
CONTENTS XVli
E Mail 120
Defining E Mail I Using E Mail I Understanding How E Mail Works I
Understanding the Internet I Establishing Security
Other Communication Technologies 126
Voice Mail I Groupware I CD ROM Databases I Teleconferences I Faxes
Managing Information Outside Organizations 128
Managing the News Media I Managing Corporate News I Managing
Information Through Company Spokespersons I Managing Crisis
Communication
Summary 133
Exercises and Problems 133
References 136
PART THREE Chapter 6 ¦ The Process of Preparing Effective Business Messages 139
Message Five Pianning Steps 140
Design Identify Your Purpose I Analyze Your Audience I Choose Your Ideas I
Collect Your Data I Organize Your Message
Basic Organizational Plans 142
Direct (Deductive) Approach I Indirect (Inductive) Approach
Beginning and Endings 144
Opening Paragraphs I Closing Paragraphs
Composing the Message 150
Drafting Your Message I Revising Your Message I Editing and Proofreading
Your Message
Summary 152
Exercises and Problems 152
Chapter 7 ¦ The Appearance and Design of Business Messages 156
Business Letters 157
Stationery and Envelopes I Standard Parts of the Letter I Optional Parts of
the Letter I Letter Layout
Memorandums 168
Stationery I Parts of the Memorandum, I Layout of the Memorandum Body I
Envelopes and Electronic Mail
Special Timesaving Message Media 175
Electronic Mail I Facsimiles (Faxes) I Telegrams, Mailgrams, Telexes I
Teleconferencing
Summary 177
Exercises and Problems 177
Chapter 8 ¦ Good News and Neutral Messages 180
Organizational Plan 181
xviii
Favorable Replies 182
Answering Inquiries I Granting Requests for Adjustment I Approving
Credit I Acknowledging Orders I Granting Favors and Other Requests /Job
Acceptance Letters I Goodwill Messages
Neutral Messages 197
Announcements I Transmittals
Summary 200
Exercises and Problems 201
Capsule Checklists for Good News and Neutral Messages 205
PART FOUR Chapter 9 ¦ Bad News Messages 211
Written The Right Attitude 212
Communication:
Maior Plans for Plans for Rad News Messages 213
Letters and Memos Indirect Plan I Direct Plan
Negative Replies to Requests 218
Answering Non Sales Related Inquiries When the Information Is
Undesirable I Refusing Adjustments on Claims and Complaints I Refusing
Credit I Acknowledging Orders You Cannot Fill Now or at All I Declining
Invitations and Requests for Favors
Unfavorable Unsolicited Messages 232
Announcing Bad News About Prices or Services I Penalizing for
Nonconformity to Rules or Procedures I Conveying Other Bad News
Summary 237
Exercises and Problems 238
Capsule Checklists for Bad News Messages 244
Chapter 10 ¦ Persuasive Written Messages 248
Organization of Persuasive Messages 248
Direct Request Organization I Indirect Request Organization
Persuasive Requests 254
Requests That Require Time or Personal Contributions I Requests About
Products or Services I Requests for Claims (Complaints) and Requests for
Adjustments I Requests for Changes in Policy I Requests for Changes in
Performance I Requests from Employer to a Reference I Requests from
Employee to a Reference
Persuasive Sales Letters 266
Suggestions for Writing Solicited Sales Letters I Suggestions for Writing
Unsolicited Sales Letters
Summary 272
Exercises and Problems 272
Capsule Checklists for Persuasive Requests 276
CONTENTS Xix
PART FIVE Chapter 11 ¦ Short Reports 281
Written Suggestions for Short Reports 282
Communication: Developing the Main Sections I Outlining the Major Sections I Including
Reports Otfier. Durable Sections
Informational Memorandum Reports 288
Conference Reports I Progress Reports I Periodic Reports
Analytical Memorandum Reports 295
Steps in Preparing an Analytical Personnel Report I Recommendation
Justification Reports
Letter Reports—Informational and Analytical 305
Informational Letter Reports I Analytical Letter Reports
Summary 310
Exercises and Problems 311
Chapter 12 ¦ Long (Formal) Reports 317
Prefatory Sections 318
Cover and External Title I Title Fly and Internal Title I Letter or
Memorandum ofTransmittal I Table of Contents I Executive Summary,
Abstract, Synopsis
Supplemental Sections 328
Bibliography I Footnotes and Endnotes (Citations) I Appendix I Glossary I
Index
Presentation of the Long Report 333
Writing the First Draft I Editing and Revising the Rough Drafts I Typing
the Final Document
Examples of Pages from a Long Analytical Report 337
Summary 347
Exercises and Problems 348
Chapter 13 ¦ Proposals 353
Purposes of Proposals 354
Kinds of Proposals 355
Research Proposals I Business Proposals
Parts of Proposals 356
Title Page I Executive Summary, Abstract, Synopsis I Draft Contract I Table
of Contents I Introduction I Background I Procedures I Equipment and
Facilities I Personnel I Budget / Appendixes
Short Proposals 361
Long Formal Proposals 367
Request for Proposal (RFP) I Chronology of Procedures for Solicited Major
Proposals I U.S. Government Proposals I Sample Sections of Long Proposals
Writing Style and Appearance 375
Summary 376
Exercises and Problems 376
xx CONTENTS
PART SIX Chapter T 4 ¦ Strategies for Successful Speaking and Successful
Strategies Listening 383
for Oral Strategies for Improving Oral Presentations 384
Communication Steps for Preparing Effective Oral Presentations I Kinds of Oral
Presentations I Ways of Delivering the Oral Message I Strategies for an
Effective Oral Delivery I Strategies for an Effective Nonverbal Delivery
Strategies for Reducing Stage Fright 398
Signs of Discomfort I Strategies for Decreasing Speaking Fears
Strategies for Improving Listening Skills 399
Faults in Listening I Purposes for Listening I Results of Good Listening
Summary 404
Exercises and Problems 405
Chapter 15 ¦ Strategies for Successful Informative and Persuasive
Speaking 408
Purposes of Informative and Persuasive Speaking 409
Informative Specific Purposes I Persuasive Specific Purposes
Kinds of Informative and Persuasive Speaking 414
Informative Speaking I Persuasive Speaking
Audience Analysis for Informative and Persuasive Speaking 421
Degrees of Interest and Attitudes I Occasion I Location
Organization for Informative and Persuasive Speaking 426
The Introduction I The Body (Text, Discussion) I The Summary or
Conclusion
Supports for Informative and Persuasive Speaking 436
Six Forms of Support (Evidence, Data) I Questions on Forms of Support
Summary 441
Exercises and Problems 442
Reference 445
Chapter 16 ¦ Strategies for Successful Interpersonal
Communication 446
Dyadic Communication 447
Self Perceptions I Dyadic Communication Relationships
Interviewing 454
Interview Purposes I Interviewees Responsibilities I Interviewers
Responsibilities
Telephoning 462
Dictating 462
Suggestions for Dictating I Example of Dictation
Summary 465
Exercises and Problems 465
Reference 468
CONTENTS XXi
Chapter 17a Strategies for Successful Business and Group
Meetings 469
Background Information on Croups 470
Definition of a Group Meeting I Formation of Groups
Purposes and Kinds of Meetings 472
Informational Meetings I Suggested Solution Meetings I Problem Solving
Meetings
Solving Problems in Meetings or Croups 474
Authorization for a Committee I Methods of Solving Problems in Meetings
Leadership Responsibilities in Meetings 4S0
Kinds of Leadership I Planning Steps Before the Meeting I Procedures
During the Meeting I Follow Up After the Meeting
Participant Responsibilities in Meetings 490
Preparation for Meetings I Effective Participant Roles in Meetings
Summary 494
Exercises and Problems 495
References 500
PART SEVEN Chapter 18 ¦ The Job Application Process—The Written Job
The Job Application Presentation 503
Process Self Assessment 504
Know Your Skills I Know Your Accomplishments I Know Your Interests I
Know Your Personal Values
Market Assessment 508
Written Sources of Career and Job Information I Helpful Persons Regarding
Employers and Jobs
Resume (Vita, Qualifications Brief) 509
Opening Section I Education I Work Experience I Achievements, Awards,
Service Activities I Personal Data (Optional) I References I Sample Resumes
Cover Letter to Resume 515
Opening—For Favorable Attention I Middle Paragraphs—For Data,
Details I Last Paragraph—For Easy Action I Sample Letters of Application
Summary 525
Exercises and Problems 526
Chapter 19 ¦ The Job Application Process—Interviews and
Follow Up 532
Successful Preparation for the Job Interview 533
Prior to the Interview I Chronology of the Interview /Activity During the
Interview /Answering or Asking Questions During the Interview
Successful Follow Up Messages After the Interview 540
Candidate to Employer (Eleven Sample Letters) I Employer to Candidate
(Seven Sample Letters)
xxjj CONTENTS,
Successful Negotiating 552
Basic Preparation for Negotiating the Job Offer/Basic Issues in Negotiating
the Job Offer
Summary 556
Exercises and Problems 556
References 559
APPENDIXES A ¦ Visual Aids in Business Communication 563
Graphics for Quantitative and Other Data 564
Equipment I Graphics Packages for Visual Aids
Sample Graphics for Quantitative and Other Data 566
Outline Charts I Tables I Bar Graphs I Pie Charts I Line Graphs I Area
Graphs I Pictograms I Other Visual Aids
Checklist for Effective Visual Presentations 577
B ¦ Grammar, Punctuation, and Style 578
Grammar 579
Dangling Modifiers I Coherence I Parallel Structure
Punctuation 582
Period I Comma I Semicolon I Colon I Dash I Hyphen I Exclamation Mark I
Question Mark I Quotation Marks I Ellipsis I Apostrophe I Slash
Style 589
Abbreviations I Numbers as Numerals or Words I Word Choice
C ¦ Business Communication and Legal Issues 594
Defamation 595
Publication I Privilage I Defamatory Terms
Invasion of Privacy 601
An Employees Personal Disabilities I An Employees Personal Identity and
Private Facts I An Employees Records, Reports, Letters, and Electronic
Data
Misrepresentation and Fraud 603
Innocent Misrepresentation I Fraudulent Misrepresentation I Sales
Warranties I Frauds
Laws Regarding Employment, Credit, and Collections 605
Employment—and Preemployment Inquiries I Credit and Collections
Other Areas of Caution in Business Communication 608
Copyrights I Computer Data Security
Index 611
|
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| author | Murphy, Herta A. Hildebrandt, Herbert William 1931- Thomas, Jane P. |
| author_GND | (DE-588)129212210 |
| author_facet | Murphy, Herta A. Hildebrandt, Herbert William 1931- Thomas, Jane P. |
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| callnumber-subject | HF - Commerce |
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| dewey-hundreds | 600 - Technology (Applied sciences) |
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| dewey-search | 651.7 651.7 21 |
| dewey-sort | 3651.7 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Anglistik / Amerikanistik Wirtschaftswissenschaften |
| edition | 7. ed. |
| format | Book |
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| indexdate | 2024-07-09T18:20:40Z |
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| isbn | 007044398X |
| language | English |
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| publisher | McGraw Hill |
| record_format | marc |
| spelling | Murphy, Herta A. Verfasser aut Effective business communications Herta A. Murphy ; Herbert W. Hildebrandt ; Jane P. Thomas 7. ed. Boston, Mass. [u.a.] McGraw Hill 1997 XXII, 617 S. txt rdacontent n rdamedia nc rdacarrier Bedrijven gtt Communicatie gtt Kommunikation Commercial correspondence Business report writing Business communication Geschäftsbrief (DE-588)4071765-3 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Kommunikation (DE-588)4031883-7 s DE-604 Geschäftsbrief (DE-588)4071765-3 s 1\p DE-604 Hildebrandt, Herbert William 1931- Verfasser (DE-588)129212210 aut Thomas, Jane P. Verfasser aut http://www.loc.gov/catdir/description/mh022/96049149.html Publisher description http://www.loc.gov/catdir/toc/mh022/96049149.html Table of contents HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008150966&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Murphy, Herta A. Hildebrandt, Herbert William 1931- Thomas, Jane P. Effective business communications Bedrijven gtt Communicatie gtt Kommunikation Commercial correspondence Business report writing Business communication Geschäftsbrief (DE-588)4071765-3 gnd Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| subject_GND | (DE-588)4071765-3 (DE-588)4061963-1 (DE-588)4031883-7 |
| title | Effective business communications |
| title_auth | Effective business communications |
| title_exact_search | Effective business communications |
| title_full | Effective business communications Herta A. Murphy ; Herbert W. Hildebrandt ; Jane P. Thomas |
| title_fullStr | Effective business communications Herta A. Murphy ; Herbert W. Hildebrandt ; Jane P. Thomas |
| title_full_unstemmed | Effective business communications Herta A. Murphy ; Herbert W. Hildebrandt ; Jane P. Thomas |
| title_short | Effective business communications |
| title_sort | effective business communications |
| topic | Bedrijven gtt Communicatie gtt Kommunikation Commercial correspondence Business report writing Business communication Geschäftsbrief (DE-588)4071765-3 gnd Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| topic_facet | Bedrijven Communicatie Kommunikation Commercial correspondence Business report writing Business communication Geschäftsbrief Unternehmen |
| url | http://www.loc.gov/catdir/description/mh022/96049149.html http://www.loc.gov/catdir/toc/mh022/96049149.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008150966&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT murphyhertaa effectivebusinesscommunications AT hildebrandtherbertwilliam effectivebusinesscommunications AT thomasjanep effectivebusinesscommunications |