Excellence in business communication:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Upper Saddle River, NJ
Pearson/Prentice Hall
2007
|
| Edition: | 7. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | Getr. Zählung Ill., graph. Darst. |
| ISBN: | 0131870769 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Preface xv
I UNDERSTANDING THE FOUNDATIONS OF BUSINESS COMMUNICATION 1
• Achieving Success Through Effective Business Communication 2
2 Communicating in Teams and Mastering Listening and Nonverbal Communication 36
3 Communicating Interculturally 70
II APPLYING THE THREE STEP WRITING PROCESS 97
/ Planning Business Messages 98
Writing Business Messages 132
o Completing Business Messages 170
III WRITING LETTERS, MEMOS, E MAIL, AND INSTANT MESSAGES 201
Writing Routine and Positive Messages 202
Writing Negative Messages 242
Writing Persuasive Messages 284
IV PREPARING REPORTS AND ORAL PRESENTATIONS 325
Planning Reports and Proposals 326
Writing Reports and Proposals 370
Completing Reports and Proposals 414
Planning, Writing, and Completing Oral Presentations 460
V WRITING EMPLOYMENT MESSAGES AND INTERVIEWING FOR JOBS 499
Building Careers and Writing Resumes 500
Applying and Interviewing for Employment 538
Appendix A Format and Layout of Business Documents A 1
Appendix B: Documentation of Report Sources A 21
Appendix C: Correction Symbols A 27
Video Guide and Exercises VG 1
Handbook of Grammar, Mechanics, and Usage H 1
Answer Keys AK 1
References R 1
Acknowledgments AC 1
Organization/Brand/Company Index 1 1
Subject Index I 5
Contents
Preface xv
Part / UNDERSTANDING THE FOUNDATIONS OF BUSINESS
COMMUNICATION 1
J Achieving Success Through Effective Business Communication 2
On the Job: Communicating at Six Apart 3
Achieving Success in Today s Competitive Environment 4
What Employers Expect from You 5 • Characteristics of Effective Communication 6 • Communication in Organizational
Settings 8
Understanding Why Business Communication Is Unique 11
The Globalization of Business and the Increase in Workforce Diversity 11 • The Increasing Value of Business Information
12 • The Pervasiveness of Technology 12 • The Evolution of Organizational Structures 12 • The Growing Reliance on
Teamwork 13 • The Barriers to Effective Communication 13
Communicating More Effectively on the Job 14
Minimizing Distractions 15 • Adopting an Audience Centered Approach 15 • Fine Tuning Your Business
Communication Skills 16 • Giving—and Responding to—Constructive Feedback 16 * Being Sensitive to Business
Etiquette 17
Using Technology to Improve Business Communication 18
Keeping Technology in Perspective 19 * Using Technological Tools Productively 19 • Reconnecting with People
Frequently 24
Making Ethical Communication Choices 24
Distinguishing Ethical Dilemmas from Ethical Lapses 25 • Ensuring Ethical Communication 26
Applying What You ve Learned 28
PRACTICING ETHICAL COMMUNICATION
The High Cost of Failure 5
POWERFUL TOOLS FOR COMMUNICATING EFFICIENTLY 20
DOCUMENT MAKEOVER
Improve This Memo 28
On the Job: Solving Communication Dilemmas at Six Apart 29
Learning Objectives Checkup 30 • Apply Your Knowledge 31 • Practice Your Knowledge 32 •
Exercises 32 • Expand Your Knowledge 34 • Learn Interactively 34 • Improve Your Grammar,
Mechanics, and Usage 35
2 Communicating in Teams and Mastering Listening and Nonverbal Communication 36
On the Job: Communicating at The Container Store 37
Improving Your Performance in Teams 38
Advantages and Disadvantages of Teams 38 • Collaborative Communication 40 • Group Dynamics 41 • Etiquette in
Team Settings 44
Making Your Meetings More Productive 47
Preparing for Meetings 47 • Leading and Participating in Meetings 48 • Using Meeting Technologies 50
Improving Your Listening Skills 55
Recognizing Various Types of Listening 55 • Understanding the Listening Process 56 • Overcoming Barriers to Effective
Listening 57
Contents ix
Improving Your Nonverbal Communication Skills 59
Recognizing Nonverbal Communication 60 • Using Nonverbal Communication Effectively 61
DOCUMENT MAKEOVER
IMPROVE THIS E MAIL MESSAGE 47
SHARPENING YOUR CAREER SKILLS
Sending the Right Signals 62
On the Job: Solving Communication Dilemmas at The Container Store 63
Learning Objectives Checkup 64 • Apply Your Knowledge 66 • Practice Your Knowledge 66 •
Exercises 67 • Expand Your Knowledge 68 • Learn Interactively 68 • Improve Your Grammar,
Mechanics, and Usage 69
3 Communicating Interculturally 70
On the Job: Communicating at IBM 71
Understanding the Opportunities and Challenges of Intercultural Communication 72
The Opportunities in a Global Marketplace 72 • Advantages of a Multicultural Workforce 72 • The Challenges of
Intercultural Communication 73
Enhancing Your Intercultural Sensitivity 74
Understanding the Concept of Culture 74 • Overcoming Ethnocentrism and Stereotyping 74 • Recognizing Cultural
Variations 75
Improving Intercultural Communication Skills 81
Studying Other Cultures 81 • Studying Other Languages 83 * Respecting Preferences for Communication Style 84 •
Writing and Speaking Clearly 84 • Listening Carefully 88 • Using Interpreters, Translators, and Translation
Software 88 • Helping Others Adapt to Your Culture 90
DOCUMENT MAKEOVER
Improve This Letter 88
USING THE POWER OF TECHNOLOGY
The Gist of Machine Translation 89
On the Job: Solving Communication Dilemmas at IBM 90
Learning Objectives Checkup 91 • Apply Your Knowledge 93 • Practice Your Knowledge 94 •
Exercises 94 • Expand Your Knowledge 95 • Learn Interactively 96 • Improve Your Grammar,
Mechanics, and Usage 96
PART II APPLYING THE THREE STEP WRITING PROCESS 97
4 Planning Business Messages 98
On the Job: Communicating at the Complete Idiot s Guides 99
Understanding the Three Step Writing Process 100
Optimizing Your Writing Time 101 • Planning Effectively 101
Analyzing Your Situation 102
Defining Your Purpose 102 • Developing an Audience Profile 103
Gathering Information 105
Uncovering Audience Needs 105 • Providing Required Information 106
Selecting the Right Medium 107
Oral Media 107 • Written Media 107 • Electronic Media 109 • Factors to Consider When Choosing Media 112
Organizing Your Information 114
Recognizing the Importance of Good Organization 114 • Defining Your Main Idea 117 • Limiting Your Scope 118 •
Choosing Between Direct and Indirect Approaches 119 • Outlining Your Content 121
DOCUMENT MAKEOVER
Improve This Letter 121
USING THE POWER OF TECHNOLOGY
Create and Collaborate with Powerful Outlining Tools 121
x Contents
On the Job: Solving Communication Dilemmas at the Complete Idiot s Guides 125
Learning Objectives Checkup 126 • Apply Your Knowledge 127 • Practice Your Knowledge
128 • Exercises 128 • Expand Your Knowledge 130 • Learn Interactively 131 • Improve Your
Grammar, Mechanics, and Usage 131
S Writing Business Messages 132
On the Job: Communicating at Creative Commons 133
Bringing Your Ideas to Life 134
Adapting to Your Audience 134
Being Sensitive to Your Audience s Needs 135 • Building Strong Relationships with Your Audience 141 • Controlling
Your Style and Tone 143
Composing Your Message 147
Choosing Strong Words 148 • Creating Effective Sentences 151 * Crafting Coherent Paragraphs 153
Using Technology to Compose and Shape Your Messages 155
Composing Effective E Mail Messages 156 • Shaping Your Documents with Word Processing Tools 160
DOCUMENT MAKEOVER
Improve This letter 142
ACHIEVING INTERCULTURAL COMMUNICATION
Communicating with a Global Audience on the Web 146
On the Job: Solving Communication Dilemmas at Creative Commons 162
Learning Objectives Checkup 163 • Apply Your Knowledge 165 • Practice Your Knowledge
165 • Exercises 165 • Expand Your Knowledge 168 • Learn Interactively 168 • Improve Your
Grammar, Mechanics, and Usage 169
6 Completing Business Messages 170
On the Job: Communicating at Rolling Stone 171
Moving Beyond Your First Draft 172
Revising Your Message 172
Evaluating Your Content, Organization, Style, and Tone 174 • Reviewing/or Readability 175 • Editing for Clarity and
Conciseness 179 * Using Technology to Revise Your Message 183
Producing Your Message 185
Adding Graphics, Sound, Video, and Hypertext 185 • Designing/or Readability 186 • Using Technology to Produce
Your Message 190
Proofreading Your Message 191
Distributing Your Message 192
DOCUMENT MAKEOVER
Improve This Letter 181
SHARPENING YOUR CAREER SKILLS
Proofread Like a Pro to Create Perfect Documents 193
On the Job: Solving Communication Dilemmas at Rolling Stone 194
Learning Objectives Checkup 195 • Apply Your Knowledge 196 • Practice Your Knowledge
196 • Exercises 197 • Expand Your Knowledge 199 • Learn Interactively 200 • Improve Your
Grammar, Mechanics, and Usage 200
PART III WRITING LETTERS, MEMOS, E MAIL, AND INSTANT MESSAGES 201
7 Writing Routine and Positive Messages 202
On the Job: Communicating at Cone, Inc. 203
Using the Three Step Writing Process for Routine and Positive Messages 204
Step 1: Plan Your Message 204 • Step 2: Write Your Message 204 • Step 3: Complete Your Message 204
Contents xi
Making Routine Requests 205
Strategy for Routine Requests 205 • Common Examples of Routine Requests 207
Sending Routine Replies and Positive Messages 211
Strategy for Routine Replies and Positive Messages 213 • Common Examples of Routine Replies and Positive Messages 214
DOCUMENT MAKEOVER
Improve This E mail Message 215
PRACTICING ETHICAL COMMUNICATION
What s Right to Write in a Recommendation Letter? 223
On the Job: Solving Communication Dilemmas at Cone, Inc. 229
Learning Objectives Checkup 230 • Apply Your Knowledge 231 • Practice Your Knowledge
232 • Exercises 233 • Expand Your Knowledge 234 • Learn Interactively 234 • Improve Your
Grammar, Mechanics, and Usage 234 • Cases 234
8 WRmNG Negative Messages 242
On the Job: Communicating at KPMG 243
Using the Three Step Writing Process for Negative Messages 244
Step 1: Plan Your Message 244 • Step 2: Write Your Message 245 • Step 3: Complete Your Message 245
Developing Negative Messages 246
Choosing the Best Approach 246 * Adapting to Your Audience 254 • Maintaining High Standards of Ethics
and Etiquette 255
Exploring Common Examples of Negative Messages 255
Sending Negative Messages on Routine Business Matters 255 • Sending Negative Organizational News 262 • Sending
Negative Employment Messages 266
DOCUMENT MAKEOVER
Improve This Memo 255
USING THE POWER OF TECHNOLOGY
Controlling Rumors Online 265
On the Job: Solving Communication Dilemmas at KPMG 270
Learning Objectives Checkup 271 • Apply Your Knowledge 273 • Practice Your Knowledge
273 • Exercises 274 • Expand Your Knowledge 275 • Learn Interactively 275 • Improve Your
Grammar, Mechanics, and Usage 275 • Cases 276
9 Writing Persuasive Messages 284
On the Job: Communicating at Mark Burnett Productions 285
Using the Three Step Writing Process for Persuasive Messages 286
Step 1: Plan Your Message 286 • Step 2: Write Your Message 290 • Step 3: Complete Your Message 291
Developing Persuasive Business Messages 291
Strategies/or Persuasive Business Messages 292 • Common Examples of Persuasive Business Messages 298
Developing Marketing and Sales Messages 301
Strategies for Marketing and Sales Messages 301 * Common Examples of Marketing and Sales Messages 309
DOCUMENT MAKEOVER
Improve This E mail Message 299
USING THE POWER OF TECHNOLOGY
The Power and Persuasion of Interactive Sales Tools 307
On the Job: Solving Communication Dilemmas at Mark Burnett Productions 310
Learning Objectives Checkup 312 • Apply Your Knowledge 313 • Practice Your Knowledge
313 • Exercises 314 • Expand Your Knowledge 315 • Learn Interactively 315 • Improve Your
Grammar, Mechanics, and Usage 315 • Cases 316
xii Contents
Part IV PREPARING REPORTS AND ORAL PRESENTATIONS 325
10 Planning Reports and Proposals 326
On the Job: Communicating at Toyota Scion 327
Applying the Three Step Writing Process to Reports and Proposals 328
Analyzing the Situation 329 • Gathering Information 330 • Selecting the Right Medium 330 • Organizing Your
Information 331
Supporting Your Messages with Reliable Information 333
Planning Your Research 334 • Locating Data and Information 335 • Using Your Research Results 346
Planning Informational Reports 349
Planning Analytical Reports 354
Planning Proposals 360
DOCUMENT MAKEOVER
Improve This Report 346
SHARPENING YOUR CAREER SKILLS
Creating an Effective Business Plan 350
On the Job: Solving Communication Dilemmas at Toyota Scion 362
Learning Objectives Checkup 364 • Apply Your Knowledge 365 • Practice Your Knowledge
366 • Exercises 366 • Expand Your Knowledge 368 • Learn Interactively 368 • Improve Your
Grammar, Mechanics, and Usage 369
11 Writing Reports and Proposals 370
On the Job: Communicating at OMD Worldwide 371
Crafting Reports and Proposals 372
Adapting to Your Audience 372
Composing Reports and Proposals 374
Drafting Report Content 377 • Drafting Proposal Content 380 • Establishing a Consistent Time Perspective 385 •
Helping Readers Find Their Way 385
Using Technology to Craft Reports and Proposals 386
Illustrating Your Reports with Effective Visuals 388
Selecting the Right Visuals 389 • Designing Effective Visuals 398 • Verifying the Quality and Integrity of Your
Visuals 401
DOCUMENT MAKEOVER
Improve This Policy Report 387
PRACTICING ETHICAL COMMUNICATION
Distorting the Data 403
On the Job: Solving Communication Dilemmas at OMD Worldwide 403
Learning Objectives Checkup 405 • Apply Your Knowledge 406 • Practice Your Knowledge
406 • Exercises 407 • Expand Your Knowledge 410 • Learn Interactively 410 • Improve Your
Grammar, Mechanics, and Usage 410 • Cases 411
I 1 Completing Reports and Proposals 414
On the Job: Communicating at the Bill and Melinda Gates Foundation 415
Putting the Final Touches on Reports and Proposals 416
Revising Your Reports and Proposals 416
Producing Your Reports and Proposals 416
Components of a Formal Report 417 • Components of a Formal Proposal 438
Proofreading Your Reports and Proposals 440
Contents xiii
Distributing Your Reports and Proposals 442
DOCUMENT MAKEOVER
Improve This Executive Summary 440
On the Job: Solving Communication Dilemmas at the Bill and Melinda Gates Foundation 445
Learning Objectives Checkup 446 • Apply Your Knowledge 448 • Practice Your Knowledge
448 • Exercises 448 • Expand Your Knowledge 449 • Learn Interactively 449 • Improve Your
Grammar, Mechanics, and Usage 450 • Cases 450
13 Planning, Writing, and Completing Oral Presentations 460
On the Job: Communicating at Hewlett Packard 461
Building Your Career with Oral Presentations 462
Adapting the Three Step Process for Oral Presentations 462
Step 1: Planning Your Presentation 463
Analyzing the Situation 463 • Selecting the Right Medium 465 * Organizing Your Presentation 465
Step 2: Writing Your Presentation 469
Adapting to Your Audience 470 • Composing Your Presentation 471 • Enhancing Your Presentations with Effective
Visuals 475
Step 3: Completing Your Presentation 483
Preparing to Speak 485 • Practicing Your Delivery 486 • Overcoming Anxiety 487 • Handling Questions
Responsively 488
ACHIEVING INTERCULTURAL COMMUNICATION
Five Tips for Making Presentations Around the World 463
DOCUMENT MAKEOVER
Improve This Speech 475
On the Job: Solving Communication Dilemmas at Hewlett Packard 490
Learning Objectives Checkup 491 • Apply Your Knowledge 494 • Practice Your Knowledge
494 • Exercises 495 • Expand Your Knowledge 496 • Learn Interactively 496 • Improve Your
Grammar, Mechanics, and Usage 496
PART V WRITING EMPLOYMENT MESSAGES AND INTERVIEWING
FOR JOBS 499
14 Building Careers and Writing Resumes 500
On the Job: Communicating at ETrade Financial 501
Building a Career with Your Communication Skills 502
Understanding Today s Dynamic Workplace 502 • Adapting to Todays Job Market 503 • Securing Employment in
Today s Job Market 506
Preparing Resumes 510
Planning Your Resume 511 • Writing Your Resume 517 • Completing Your Resume 522
ACHIEVING INTERCULTURAL COMMUNICATION
Looking for Work Around the World 504
DOCUMENT MAKEOVER
Improve This Resume 528
On the Job: Solving Communication Dilemmas at E*Trade Financial 529
Learning Objectives Checkup 532 • Apply Your Knowledge 533 • Practice Your Knowledge
534 • Exercises 534 • Expand Your Knowledge 535 • Learn Interactively 536 • Improve Your
Grammar, Mechanics, and Usage 536 • Cases 537
xiv Contents
15 Applying and Interviewing for Employment 538
On the Job: Communicating at Google 539
Writing Application Letters and Other Employment Messages 540
Application Letters 540 • Application Follow Ups 545
Understanding the Interviewing Process 546
The Typical Sequence of Interviews 547 • Common Types of Interviews 547 • What Employers Look For in an Interview
548 • Preemployment Testing 549
Preparing for a Job Interview 550
Learn About the Organization 551 • Think Ahead About Questions 551 • Bolster Your Confidence 554 • Polish Your
Interview Style 554 • Plan to Look Good 555 • Be Ready When You Arrive 556
Interviewing for Success 557
The Warm Up 557 • The Question and Answer Stage 558 • The Close 560 • Interview Notes 561
Following Up After the Interview 561
Thanfe You Message 562 • Message of Inquiry 562 • Request for a Time Extension 563 • Letter of Acceptance 563 •
Letter Declining a ]ob Offer 564 • Letter of Resignation 565
SHARPENING YOUR CAREER SKILLS
Make Sure You Don t Talk Yourself Right out of a Job 558
DOCUMENT MAKEOVER
Improve This Letter 563
On the Job: Solving Communication Dilemmas at Google 566
Learning Objectives Checkup 567 • Apply Your Knowledge 568 • Practice Your Knowledge
568 • Exercises 569 • Expand Your Knowledge 570 • Learn /nteract/ve/y 570 • Improve Your
Grammar, Mechanics, and Usage 571 • Cases 571
Appendix A: Format and Layout of Business Documents A 7
Appendix B: Documentation of Report Sources A 21
Appendix C: Correction Symbols A 27
Video Guide and Exercises VG 7
Handbook of Grammar, Mechanics, and Usage H 7
Answer Keys AK 7
References R 7
Acknowledgments AC 1
Organization/Brand/Company Index I 1
Subject Index 1 5
|
| adam_txt |
Preface xv
I UNDERSTANDING THE FOUNDATIONS OF BUSINESS COMMUNICATION 1
• Achieving Success Through Effective Business Communication 2
2 Communicating in Teams and Mastering Listening and Nonverbal Communication 36
3 Communicating Interculturally 70
II APPLYING THE THREE STEP WRITING PROCESS 97
/ Planning Business Messages 98
Writing Business Messages 132
o Completing Business Messages 170
III WRITING LETTERS, MEMOS, E MAIL, AND INSTANT MESSAGES 201
Writing Routine and Positive Messages 202
Writing Negative Messages 242
Writing Persuasive Messages 284
IV PREPARING REPORTS AND ORAL PRESENTATIONS 325
Planning Reports and Proposals 326
Writing Reports and Proposals 370
Completing Reports and Proposals 414
Planning, Writing, and Completing Oral Presentations 460
V WRITING EMPLOYMENT MESSAGES AND INTERVIEWING FOR JOBS 499
Building Careers and Writing Resumes 500
Applying and Interviewing for Employment 538
Appendix A' Format and Layout of Business Documents A 1
Appendix B: Documentation of Report Sources A 21
Appendix C: Correction Symbols A 27
Video Guide and Exercises VG 1
Handbook of Grammar, Mechanics, and Usage H 1
Answer Keys AK 1
References R 1
Acknowledgments AC 1
Organization/Brand/Company Index 1 1
Subject Index I 5
Contents
Preface xv
Part / UNDERSTANDING THE FOUNDATIONS OF BUSINESS
COMMUNICATION 1
J Achieving Success Through Effective Business Communication 2
On the Job: Communicating at Six Apart 3
Achieving Success in Today's Competitive Environment 4
What Employers Expect from You 5 • Characteristics of Effective Communication 6 • Communication in Organizational
Settings 8
Understanding Why Business Communication Is Unique 11
The Globalization of Business and the Increase in Workforce Diversity 11 • The Increasing Value of Business Information
12 • The Pervasiveness of Technology 12 • The Evolution of Organizational Structures 12 • The Growing Reliance on
Teamwork 13 • The Barriers to Effective Communication 13
Communicating More Effectively on the Job 14
Minimizing Distractions 15 • Adopting an Audience Centered Approach 15 • Fine Tuning Your Business
Communication Skills 16 • Giving—and Responding to—Constructive Feedback 16 * Being Sensitive to Business
Etiquette 17
Using Technology to Improve Business Communication 18
Keeping Technology in Perspective 19 * Using Technological Tools Productively 19 • Reconnecting with People
Frequently 24
Making Ethical Communication Choices 24
Distinguishing Ethical Dilemmas from Ethical Lapses 25 • Ensuring Ethical Communication 26
Applying What You've Learned 28
PRACTICING ETHICAL COMMUNICATION
The High Cost of Failure 5
POWERFUL TOOLS FOR COMMUNICATING EFFICIENTLY 20
DOCUMENT MAKEOVER
Improve This Memo 28
On the Job: Solving Communication Dilemmas at Six Apart 29
Learning Objectives Checkup 30 • Apply Your Knowledge 31 • Practice Your Knowledge 32 •
Exercises 32 • Expand Your Knowledge 34 • Learn Interactively 34 • Improve Your Grammar,
Mechanics, and Usage 35
2 Communicating in Teams and Mastering Listening and Nonverbal Communication 36
On the Job: Communicating at The Container Store 37
Improving Your Performance in Teams 38
Advantages and Disadvantages of Teams 38 • Collaborative Communication 40 • Group Dynamics 41 • Etiquette in
Team Settings 44
Making Your Meetings More Productive 47
Preparing for Meetings 47 • Leading and Participating in Meetings 48 • Using Meeting Technologies 50
Improving Your Listening Skills 55
Recognizing Various Types of Listening 55 • Understanding the Listening Process 56 • Overcoming Barriers to Effective
Listening 57
Contents ix
Improving Your Nonverbal Communication Skills 59
Recognizing Nonverbal Communication 60 • Using Nonverbal Communication Effectively 61
DOCUMENT MAKEOVER
IMPROVE THIS E MAIL MESSAGE 47
SHARPENING YOUR CAREER SKILLS
Sending the Right Signals 62
On the Job: Solving Communication Dilemmas at The Container Store 63
Learning Objectives Checkup 64 • Apply Your Knowledge 66 • Practice Your Knowledge 66 •
Exercises 67 • Expand Your Knowledge 68 • Learn Interactively 68 • Improve Your Grammar,
Mechanics, and Usage 69
3 Communicating Interculturally 70
On the Job: Communicating at IBM 71
Understanding the Opportunities and Challenges of Intercultural Communication 72
The Opportunities in a Global Marketplace 72 • Advantages of a Multicultural Workforce 72 • The Challenges of
Intercultural Communication 73
Enhancing Your Intercultural Sensitivity 74
Understanding the Concept of Culture 74 • Overcoming Ethnocentrism and Stereotyping 74 • Recognizing Cultural
Variations 75
Improving Intercultural Communication Skills 81
Studying Other Cultures 81 • Studying Other Languages 83 * Respecting Preferences for Communication Style 84 •
Writing and Speaking Clearly 84 • Listening Carefully 88 • Using Interpreters, Translators, and Translation
Software 88 • Helping Others Adapt to Your Culture 90
DOCUMENT MAKEOVER
Improve This Letter 88
USING THE POWER OF TECHNOLOGY
The Gist of Machine Translation 89
On the Job: Solving Communication Dilemmas at IBM 90
Learning Objectives Checkup 91 • Apply Your Knowledge 93 • Practice Your Knowledge 94 •
Exercises 94 • Expand Your Knowledge 95 • Learn Interactively 96 • Improve Your Grammar,
Mechanics, and Usage 96
PART II APPLYING THE THREE STEP WRITING PROCESS 97
4 Planning Business Messages 98
On the Job: Communicating at the Complete Idiot's Guides 99
Understanding the Three Step Writing Process 100
Optimizing Your Writing Time 101 • Planning Effectively 101
Analyzing Your Situation 102
Defining Your Purpose 102 • Developing an Audience Profile 103
Gathering Information 105
Uncovering Audience Needs 105 • Providing Required Information 106
Selecting the Right Medium 107
Oral Media 107 • Written Media 107 • Electronic Media 109 • Factors to Consider When Choosing Media 112
Organizing Your Information 114
Recognizing the Importance of Good Organization 114 • Defining Your Main Idea 117 • Limiting Your Scope 118 •
Choosing Between Direct and Indirect Approaches 119 • Outlining Your Content 121
DOCUMENT MAKEOVER
Improve This Letter 121
USING THE POWER OF TECHNOLOGY
Create and Collaborate with Powerful Outlining Tools 121
x Contents
On the Job: Solving Communication Dilemmas at the Complete Idiot's Guides 125
Learning Objectives Checkup 126 • Apply Your Knowledge 127 • Practice Your Knowledge
128 • Exercises 128 • Expand Your Knowledge 130 • Learn Interactively 131 • Improve Your
Grammar, Mechanics, and Usage 131
S Writing Business Messages 132
On the Job: Communicating at Creative Commons 133
Bringing Your Ideas to Life 134
Adapting to Your Audience 134
Being Sensitive to Your Audience's Needs 135 • Building Strong Relationships with Your Audience 141 • Controlling
Your Style and Tone 143
Composing Your Message 147
Choosing Strong Words 148 • Creating Effective Sentences 151 * Crafting Coherent Paragraphs 153
Using Technology to Compose and Shape Your Messages 155
Composing Effective E Mail Messages 156 • Shaping Your Documents with Word Processing Tools 160
DOCUMENT MAKEOVER
Improve This letter 142
ACHIEVING INTERCULTURAL COMMUNICATION
Communicating with a Global Audience on the Web 146
On the Job: Solving Communication Dilemmas at Creative Commons 162
Learning Objectives Checkup 163 • Apply Your Knowledge 165 • Practice Your Knowledge
165 • Exercises 165 • Expand Your Knowledge 168 • Learn Interactively 168 • Improve Your
Grammar, Mechanics, and Usage 169
6 Completing Business Messages 170
On the Job: Communicating at Rolling Stone 171
Moving Beyond Your First Draft 172
Revising Your Message 172
Evaluating Your Content, Organization, Style, and Tone 174 • Reviewing/or Readability 175 • Editing for Clarity and
Conciseness 179 * Using Technology to Revise Your Message 183
Producing Your Message 185
Adding Graphics, Sound, Video, and Hypertext 185 • Designing/or Readability 186 • Using Technology to Produce
Your Message 190
Proofreading Your Message 191
Distributing Your Message 192
DOCUMENT MAKEOVER
Improve This Letter 181
SHARPENING YOUR CAREER SKILLS
Proofread Like a Pro to Create Perfect Documents 193
On the Job: Solving Communication Dilemmas at Rolling Stone 194
Learning Objectives Checkup 195 • Apply Your Knowledge 196 • Practice Your Knowledge
196 • Exercises 197 • Expand Your Knowledge 199 • Learn Interactively 200 • Improve Your
Grammar, Mechanics, and Usage 200
PART III WRITING LETTERS, MEMOS, E MAIL, AND INSTANT MESSAGES 201
7 Writing Routine and Positive Messages 202
On the Job: Communicating at Cone, Inc. 203
Using the Three Step Writing Process for Routine and Positive Messages 204
Step 1: Plan Your Message 204 • Step 2: Write Your Message 204 • Step 3: Complete Your Message 204
Contents xi
Making Routine Requests 205
Strategy for Routine Requests 205 • Common Examples of Routine Requests 207
Sending Routine Replies and Positive Messages 211
Strategy for Routine Replies and Positive Messages 213 • Common Examples of Routine Replies and Positive Messages 214
DOCUMENT MAKEOVER
Improve This E mail Message 215
PRACTICING ETHICAL COMMUNICATION
What's Right to Write in a Recommendation Letter? 223
On the Job: Solving Communication Dilemmas at Cone, Inc. 229
Learning Objectives Checkup 230 • Apply Your Knowledge 231 • Practice Your Knowledge
232 • Exercises 233 • Expand Your Knowledge 234 • Learn Interactively 234 • Improve Your
Grammar, Mechanics, and Usage 234 • Cases 234
8 WRmNG Negative Messages 242
On the Job: Communicating at KPMG 243
Using the Three Step Writing Process for Negative Messages 244
Step 1: Plan Your Message 244 • Step 2: Write Your Message 245 • Step 3: Complete Your Message 245
Developing Negative Messages 246
Choosing the Best Approach 246 * Adapting to Your Audience 254 • Maintaining High Standards of Ethics
and Etiquette 255
Exploring Common Examples of Negative Messages 255
Sending Negative Messages on Routine Business Matters 255 • Sending Negative Organizational News 262 • Sending
Negative Employment Messages 266
DOCUMENT MAKEOVER
Improve This Memo 255
USING THE POWER OF TECHNOLOGY
Controlling Rumors Online 265
On the Job: Solving Communication Dilemmas at KPMG 270
Learning Objectives Checkup 271 • Apply Your Knowledge 273 • Practice Your Knowledge
273 • Exercises 274 • Expand Your Knowledge 275 • Learn Interactively 275 • Improve Your
Grammar, Mechanics, and Usage 275 • Cases 276
9 Writing Persuasive Messages 284
On the Job: Communicating at Mark Burnett Productions 285
Using the Three Step Writing Process for Persuasive Messages 286
Step 1: Plan Your Message 286 • Step 2: Write Your Message 290 • Step 3: Complete Your Message 291
Developing Persuasive Business Messages 291
Strategies/or Persuasive Business Messages 292 • Common Examples of Persuasive Business Messages 298
Developing Marketing and Sales Messages 301
Strategies for Marketing and Sales Messages 301 * Common Examples of Marketing and Sales Messages 309
DOCUMENT MAKEOVER
Improve This E mail Message 299
USING THE POWER OF TECHNOLOGY
The Power and Persuasion of Interactive Sales Tools 307
On the Job: Solving Communication Dilemmas at Mark Burnett Productions 310
Learning Objectives Checkup 312 • Apply Your Knowledge 313 • Practice Your Knowledge
313 • Exercises 314 • Expand Your Knowledge 315 • Learn Interactively 315 • Improve Your
Grammar, Mechanics, and Usage 315 • Cases 316
xii Contents
Part IV PREPARING REPORTS AND ORAL PRESENTATIONS 325
10 Planning Reports and Proposals 326
On the Job: Communicating at Toyota Scion 327
Applying the Three Step Writing Process to Reports and Proposals 328
Analyzing the Situation 329 • Gathering Information 330 • Selecting the Right Medium 330 • Organizing Your
Information 331
Supporting Your Messages with Reliable Information 333
Planning Your Research 334 • Locating Data and Information 335 • Using Your Research Results 346
Planning Informational Reports 349
Planning Analytical Reports 354
Planning Proposals 360
DOCUMENT MAKEOVER
Improve This Report 346
SHARPENING YOUR CAREER SKILLS
Creating an Effective Business Plan 350
On the Job: Solving Communication Dilemmas at Toyota Scion 362
Learning Objectives Checkup 364 • Apply Your Knowledge 365 • Practice Your Knowledge
366 • Exercises 366 • Expand Your Knowledge 368 • Learn Interactively 368 • Improve Your
Grammar, Mechanics, and Usage 369
11 Writing Reports and Proposals 370
On the Job: Communicating at OMD Worldwide 371
Crafting Reports and Proposals 372
Adapting to Your Audience 372
Composing Reports and Proposals 374
Drafting Report Content 377 • Drafting Proposal Content 380 • Establishing a Consistent Time Perspective 385 •
Helping Readers Find Their Way 385
Using Technology to Craft Reports and Proposals 386
Illustrating Your Reports with Effective Visuals 388
Selecting the Right Visuals 389 • Designing Effective Visuals 398 • Verifying the Quality and Integrity of Your
Visuals 401
DOCUMENT MAKEOVER
Improve This Policy Report 387
PRACTICING ETHICAL COMMUNICATION
Distorting the Data 403
On the Job: Solving Communication Dilemmas at OMD Worldwide 403
Learning Objectives Checkup 405 • Apply Your Knowledge 406 • Practice Your Knowledge
406 • Exercises 407 • Expand Your Knowledge 410 • Learn Interactively 410 • Improve Your
Grammar, Mechanics, and Usage 410 • Cases 411
I '1 Completing Reports and Proposals 414
On the Job: Communicating at the Bill and Melinda Gates Foundation 415
Putting the Final Touches on Reports and Proposals 416
Revising Your Reports and Proposals 416
Producing Your Reports and Proposals 416
Components of a Formal Report 417 • Components of a Formal Proposal 438
Proofreading Your Reports and Proposals 440
Contents xiii
Distributing Your Reports and Proposals 442
DOCUMENT MAKEOVER
Improve This Executive Summary 440
On the Job: Solving Communication Dilemmas at the Bill and Melinda Gates Foundation 445
Learning Objectives Checkup 446 • Apply Your Knowledge 448 • Practice Your Knowledge
448 • Exercises 448 • Expand Your Knowledge 449 • Learn Interactively 449 • Improve Your
Grammar, Mechanics, and Usage 450 • Cases 450
13 Planning, Writing, and Completing Oral Presentations 460
On the Job: Communicating at Hewlett Packard 461
Building Your Career with Oral Presentations 462
Adapting the Three Step Process for Oral Presentations 462
Step 1: Planning Your Presentation 463
Analyzing the Situation 463 • Selecting the Right Medium 465 * Organizing Your Presentation 465
Step 2: Writing Your Presentation 469
Adapting to Your Audience 470 • Composing Your Presentation 471 • Enhancing Your Presentations with Effective
Visuals 475
Step 3: Completing Your Presentation 483
Preparing to Speak 485 • Practicing Your Delivery 486 • Overcoming Anxiety 487 • Handling Questions
Responsively 488
ACHIEVING INTERCULTURAL COMMUNICATION
Five Tips for Making Presentations Around the World 463
DOCUMENT MAKEOVER
Improve This Speech 475
On the Job: Solving Communication Dilemmas at Hewlett Packard 490
Learning Objectives Checkup 491 • Apply Your Knowledge 494 • Practice Your Knowledge
494 • Exercises 495 • Expand Your Knowledge 496 • Learn Interactively 496 • Improve Your
Grammar, Mechanics, and Usage 496
PART V WRITING EMPLOYMENT MESSAGES AND INTERVIEWING
FOR JOBS 499
14 Building Careers and Writing Resumes 500
On the Job: Communicating at ETrade Financial 501
Building a Career with Your Communication Skills 502
Understanding Today's Dynamic Workplace 502 • Adapting to Todays Job Market 503 • Securing Employment in
Today's Job Market 506
Preparing Resumes 510
Planning Your Resume 511 • Writing Your Resume 517 • Completing Your Resume 522
ACHIEVING INTERCULTURAL COMMUNICATION
Looking for Work Around the World 504
DOCUMENT MAKEOVER
Improve This Resume 528
On the Job: Solving Communication Dilemmas at E*Trade Financial 529
Learning Objectives Checkup 532 • Apply Your Knowledge 533 • Practice Your Knowledge
534 • Exercises 534 • Expand Your Knowledge 535 • Learn Interactively 536 • Improve Your
Grammar, Mechanics, and Usage 536 • Cases 537
xiv Contents
15 Applying and Interviewing for Employment 538
On the Job: Communicating at Google 539
Writing Application Letters and Other Employment Messages 540
Application Letters 540 • Application Follow Ups 545
Understanding the Interviewing Process 546
The Typical Sequence of Interviews 547 • Common Types of Interviews 547 • What Employers Look For in an Interview
548 • Preemployment Testing 549
Preparing for a Job Interview 550
Learn About the Organization 551 • Think Ahead About Questions 551 • Bolster Your Confidence 554 • Polish Your
Interview Style 554 • Plan to Look Good 555 • Be Ready When You Arrive 556
Interviewing for Success 557
The Warm Up 557 • The Question and Answer Stage 558 • The Close 560 • Interview Notes 561
Following Up After the Interview 561
Thanfe You Message 562 • Message of Inquiry 562 • Request for a Time Extension 563 • Letter of Acceptance 563 •
Letter Declining a ]ob Offer 564 • Letter of Resignation 565
SHARPENING YOUR CAREER SKILLS
Make Sure You Don't Talk Yourself Right out of a Job 558
DOCUMENT MAKEOVER
Improve This Letter 563
On the Job: Solving Communication Dilemmas at Google 566
Learning Objectives Checkup 567 • Apply Your Knowledge 568 • Practice Your Knowledge
568 • Exercises 569 • Expand Your Knowledge 570 • Learn /nteract/ve/y 570 • Improve Your
Grammar, Mechanics, and Usage 571 • Cases 571
Appendix A: Format and Layout of Business Documents A 7
Appendix B: Documentation of Report Sources A 21
Appendix C: Correction Symbols A 27
Video Guide and Exercises VG 7
Handbook of Grammar, Mechanics, and Usage H 7
Answer Keys AK 7
References R 7
Acknowledgments AC 1
Organization/Brand/Company Index I 1
Subject Index 1 5 |
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| discipline | Anglistik / Amerikanistik Wirtschaftswissenschaften |
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| indexdate | 2024-07-09T20:43:18Z |
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| spelling | Thill, John V. Verfasser aut Excellence in business communication John V. Thill ; Courtland L. Bovée 7. ed. Upper Saddle River, NJ Pearson/Prentice Hall 2007 Getr. Zählung Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Business communication United States Case studies Unternehmen (DE-588)4061963-1 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf USA (DE-588)4522595-3 Fallstudiensammlung gnd-content Unternehmen (DE-588)4061963-1 s Kommunikation (DE-588)4031883-7 s DE-604 Bovée, Courtland L. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014968087&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Thill, John V. Bovée, Courtland L. Excellence in business communication Business communication United States Case studies Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4031883-7 (DE-588)4522595-3 |
| title | Excellence in business communication |
| title_auth | Excellence in business communication |
| title_exact_search | Excellence in business communication |
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| title_full | Excellence in business communication John V. Thill ; Courtland L. Bovée |
| title_fullStr | Excellence in business communication John V. Thill ; Courtland L. Bovée |
| title_full_unstemmed | Excellence in business communication John V. Thill ; Courtland L. Bovée |
| title_short | Excellence in business communication |
| title_sort | excellence in business communication |
| topic | Business communication United States Case studies Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| topic_facet | Business communication United States Case studies Unternehmen Kommunikation USA Fallstudiensammlung |
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