CHAPTER 1 - Communication in a Global Workplace Environment

• Chapter Introduction
• 1-1Communication in a Global Workplace Environment
• 1-1aBusiness Communication Practices and the Role of English
• 1-1bAdvances in Information Communication Technology
• 1-1cAdaptation of Business Communication to the Changing Global
Communication Environment
• 1-1dBuilding Effective Communication Skills With This Book
• 1-1eAdvancing in a Challenging World of Work
• 1-2Understanding the Communication Process
• 1-3Importance of Listening Skills in Business Contexts
• 1-3aOvercoming Barriers to Effective Listening
• 1-3bBuilding Powerful Listening Skills
• 1-4Understanding How Culture Affects Communication in Business
Contexts
• 1-4aCollectivism-Individualism
• 1-4bHigh-Context and Low-Context Communication
• 1-4cFormality
• 1-4dPolychromic-Monochromic Time Orientation
• 1-5Nonverbal Communication
• 1-5aYour Body Sends Silent Messages
• 1-5bTime, Space, and Territory Send Silent Messages
• 1-5cAppearance Sends Silent Messages
• 1-5dBuilding Strong Nonverbal Skills
• 1-6Verbal Communication
• 1-6aSuccessful Oral Communication With Intercultural Audiences
• 1-6bSuccessful Written Communication With Intercultural
Audiences
• 1-7Globalization and Workplace Diversity
• 1-7aBenefits of a Diverse Workforce
• 1-7bTips for Communicating With Diverse Audiences on the Job
• 1-8Chapter Review
 • 1-8aSumming Up and Looking Forward
• 1-8bCritical Thinking
• 1-8cChapter Review
• 1-8dActivities and Cases
• 1-8eVideo Resources
• 1-8fGrammar/Mechanics Checkup—1
• 1-8gEditing Challenge—1
• 1-8hAcknowledgments

CHAPTER 2 - Planning Business Messages

• Chapter Introduction
• 2-1Understanding the Business Writing Process
• 2-1aThe Three-Phase Writing Process
• 2-2Analyzing Your Purpose
• 2-2aIdentifying Your Purpose
• 2-2bSelecting the Best Channel
• 2-3Anticipating the Audience
• 2-4Adapting to the Task and Audience
• 2-4aEmphasizing Audience Benefits
• 2-4bCultivating the “You” View
• 2-5Developing Skillful Writing Techniques
• 2-5aBeing Conversational With Newer Communication Channels
• 2-5bExpressing Yourself Positively
• 2-5cBeing Courteous
• 2-5dChoosing Bias-Free Language
• 2-5eUsing Appropriate Language Level and Familiar Words
• 2-5fUsing Precise Expressions
• 2-5gMaking Revisions
• 2-6Chapter Review
• 2-6aSumming Up and Looking Forward
• 2-6bCritical Thinking
 • 2-6cChapter Review
• 2-6dWriting Improvement Exercises
• 2-6eActivities
• 2-6fVideo Resources
• 2-6gGrammar/Mechanics Checkup—2
• 2-6hEditing Challenge—2
• 2-6iAcknowledgments

CHAPTER 3 - Composing Business Messages

• Chapter Introduction
• 3-1Composing Messages on the Job
• 3-1aFormal Research Methods
• 3-1bInformal Research and Idea Generation
• 3-2Organizing Data to Show Relationships
• 3-2aScratch List and Outlining
• 3-2bDirect and Indirect Strategies
• 3-3Constructing Effective Sentences
• 3-3aUsing Four Sentence Types to Achieve Variety
• 3-3bControlling Sentence Length
• 3-3cAvoiding Three Common Sentence Errors
• 3-4Improving Writing Techniques
• 3-4aDeveloping Emphasis
• 3-4bUsing Active and Passive Voice
• 3-4cAchieving Parallelism
• 3-4dAvoiding Dangling and Misplaced Modifiers
• 3-5Drafting Powerful Paragraphs
• 3-5aCrafting Topic Sentences
• 3-5bDeveloping Support Sentences
• 3-5cBuilding Paragraph Coherence
• 3-5dControlling Paragraph Length
• 3-6Composing the First Draft
 • 3-7Chapter Review
• 3-7aSumming Up and Looking Forward
• 3-7bCritical Thinking
• 3-7cChapter Review
• 3-7dWriting Improvement Exercises
• 3-7eGrammar/Mechanics Checkup—3
• 3-7fEditing Challenge—3
• 3-7gAcknowledgments
CHAPTER 4 - Revising Business Messages
• Chapter Introduction
• 4-1Managing the Process of Revision
• 4-2Revising for Conciseness
• 4-2aEliminating Flabby Expressions
• 4-2bLimiting Long Lead-Ins
• 4-2cDropping Unnecessary There is/are and It is/was Fillers
• 4-2dRejecting Redundancies
• 4-3Revising for Clarity
• 4-3aEliminating Trite Business Phrases
• 4-3bAvoiding Jargon and Slang
• 4-3cEliminating Clichés
• 4-4Revising for Vigor and Directness
• 4-4aUnburying Verbs
• 4-4bControlling Exuberance
• 4-4cChoosing Clear, Precise Words
• 4-4dPlain Writing Movement
• 4-5Designing Documents for Readability
• 4-5aEmploying White Space
• 4-5bUnderstanding Margins and Text Alignment
• 4-5cChoosing Appropriate Typefaces
• 4-5dCapitalizing on Type Fonts and Sizes
• 4-5eNumbering and Bulleting Lists for Quick Comprehension
 • 4-5fAdding Headings for Visual Impact
• 4-6Recording Proofreading Edits Manually and Digitally
• 4-6aWhat to Watch for in Proofreading
• 4-6bHow to Proofread Routine Documents
• 4-6cHow to Proofread Long, Complex, or Important Documents
• 4-6dUnderstanding Manual and Digital Proofreading
• 4-6eHow to Proofread and Revise PDF Files
• 4-7Chapter Review
• 4-7aSumming Up and Looking Forward
• 4-7bCritical Thinking
• 4-7cChapter Review
• 4-7dWriting Improvement Exercises
• 4-7eGrammar/Mechanics Checkup—4
• 4-7fEditing Challenge—4
• 4-7gAcknowledgments

CHAPTER 5 - Electronic Messages and Digital Media

• Chapter Introduction
• 5-1Communication Technology and the Information Flow in Organizations
• 5-2Organizing E-Mails and Memos
• 5-2aKnowing When to Send E-Mails and Memos
• 5-3E-Mail and Memo Formats
• 5-3aFormatting E-Mail Messages
• 5-3bFormatting Office Memos
• 5-4Adopting Best Practices for Professional E-Mails
• 5-4aE-Mail Best Practices: Getting Started
• 5-4bContent, Tone, and Correctness
• 5-4cNetiquette
• 5-4dReading and Replying to E-Mail
• 5-4ePersonal Use
• 5-4fOther Smart E-Mail Practices
 • 5-5Using Instant Messaging and Texting Professionally and Safely
• 5-5aHow Instant Messaging and Texting Work
• 5-5bPros and Cons of Instant Messaging and Texting
• 5-5cBest Practices for Instant Messaging and Texting
• 5-6Using Podcasts, Blogs, and Wikis for Business
• 5-6aBusiness Podcasts
• 5-6bProfessional Blogs and Twitter
• 5-6cHow Companies Use Blogs
• 5-6dTips for Creating a Professional Blog
• 5-6eWikis and Collaboration
• 5-7Negotiating Social and Professional Networking Sites
• 5-7aHow Businesses Use Social Networks
• 5-7bPotential Risks of Social Networks for Businesses
• 5-7cTips for Using Social Networking Sites and Keeping Your Job
• 5-7dHarnessing the Potential of Professional Networking Sites
• 5-7eSharing Information Through RSS Feeds and Social
Bookmarking
• 5-8Chapter Review
• 5-8aSumming Up and Looking Forward
• 5-8bCritical Thinking
• 5-8cChapter Review
• 5-8dWriting Improvement Exercises
• 5-8eWriting Improvement Cases
• 5-8fActivities and Cases
• 5-8gVideo Resources
• 5-8hGrammar/Mechanics Checkup—5
• 5-8iEditing Challenge—5
• 5-8jAcknowledgments

CHAPTER 6 - Positive Messages

• Chapter Introduction
• 6-1Positive Messages: Letters, E-Mails, and Memos
• 6-1aUnderstanding Business Letters
• 6-1bFormatting Business Letters
• 6-2Direct Requests and Response Messages
• 6-2aCreating Request Messages
• 6-2bProviding Details in the Body
• 6-2cClosing With Appreciation and an Action Request
• 6-2dResponding to Requests
• 6-3Direct Claims and Complaints
• 6-3aOpening a Claim Message With a Clear Statement
• 6-3bExplaining and Justifying a Claim Message
• 6-3cConcluding a Claim Message With a Specific Action Request
• 6-3dPutting It All Together and Revising
• 6-4Adjustments
• 6-4aRevealing Good News in the Opening in an Adjustment Message
• 6-4bExplaining Compliance in the Body of an Adjustment Message
• 6-4cDeciding Whether to Apologize
• 6-4dUsing Sensitive Language in Adjustment Messages
• 6-4eShowing Confidence in the Closing
• 6-5Goodwill Messages
• 6-5aExpressing Thanks
• 6-5bResponding to Goodwill Messages
• 6-5cConveying Sympathy
• 6-6Chapter Review
• 6-6aSumming Up and Looking Forward
• 6-6bCritical Thinking
• 6-6cChapter Review
• 6-6dWriting Improvement Exercises
• 6-6eWriting Improvement Cases
• 6-6fActivities and Cases
• 6-6gVideo Resources
 • 6-6hGrammar/Mechanics Checkup—6
• 6-6iEditing Challenge—6
• 6-6jAcknowledgments
CHAPTER 7 - Negative Messages
• Chapter Introduction
• 7-1Conveying Negative News Effectively
• 7-1aEstablishing Goals in Communicating Negative News
• 7-1bDirect and Indirect Strategies
• 7-2Analyzing the Components of Effective Negative Messages
• 7-2aOpening Indirect Messages With a Buffer
• 7-2bApology to Customers
• 7-2cConveying Empathy
• 7-2dPresenting the Reasons
• 7-2eCushioning the Bad News
• 7-2fClosing Pleasantly
• 7-3Refusing Typical Requests and Claims
• 7-3aRejecting Requests for Favors, Money, Information, and Action
• 7-3bDenying Claims
• 7-3cRefusing Credit
• 7-3dDealing With Dissatisfied Customers
• 7-4Breaking Bad News Within Organizations
• 7-4aDelivering Bad News Personally
• 7-4bRefusing Workplace Requests in Writing
• 7-4cAnnouncing Bad News to Employees in Crises
• 7-5Keeping the Indirect Strategy Ethical
• 7-6Chapter Review
• 7-6aSumming Up and Looking Forward
• 7-6bCritical Thinking
• 7-6cChapter Review
• 7-6dWriting Improvement Exercises
• 7-6eWriting Improvement Cases
 • 7-6fActivities and Cases
• 7-6gVideo Resources
• 7-6hGrammar/Mechanics Checkup—7
• 7-6iEditing Challenge—7
• 7-6jAcknowledgments
CHAPTER 8 - Persuasive Messages
• Chapter Introduction
• 8-1Understanding Persuasive Messages in the Workplace
• 8-1aRequesting Favors and Action
• 8-1bComposing Persuasive Claims and Complaints
• 8-1cWriting Persuasive Messages Within Organizations
• 8-2Preparing Sales and Marketing Messages
• 8-2aPutting It All Together
• 8-3Writing Successful Online Sales and Marketing Messages
• 8-3aSelling by E-Mail
• 8-3bUsing Facebook, Blogs, Wikis, and Other Social Media to
Connect With Stakeholders
• 8-4Chapter Review
• 8-4aSumming Up and Looking Forward
• 8-4bCritical Thinking
• 8-4cChapter Review
• 8-4dWriting Improvement Exercises
• 8-4eWriting Improvement Cases
• 8-4fActivities and Cases
• 8-4gVideo Resources
• 8-4hGrammar/Mechanics Checkup—8
• 8-4iEditing Challenge—8
• 8-4jAcknowledgments
CHAPTER 9 - Business Proposals
• Chapter Introduction
• 9-1Understanding Business Proposals
 • 9-2Chapter Review
• 9-2aSumming Up and Looking Forward
• 9-2bCritical Thinking
• 9-2cChapter Review
• 9-2dActivities and Cases
• 9-2eEditing Challenge—9
CHAPTER 10 - Informal Reports
• Chapter Introduction
• 10-1Understanding Reports
• 10-1aFunctions of Reports
• 10-1bOrganizational Strategies
• 10-1cReport Formats
• 10-2Defining the Purpose and Gathering Data
• 10-2aDetermining the Problem and Purpose
• 10-2bGathering Information from Primary and Secondary Sources
• 10-3Preparing Informal Reports
• 10-3aInformational Reports
• 10-3bProgress Reports
• 10-3cJustification/Recommendation Reports
• 10-3dFeasibility Reports
• 10-3eMinutes of Meetings
• 10-3fSummaries
• 10-4Choosing a Report Writing Style and Creating Headings
• 10-4aAdopting an Appropriate Writing Style
• 10-4bBeing Believable and Credible
• 10-4cChoosing Effective Headings
• 10-5Chapter Review
• 10-5aSumming Up and Looking Forward
• 10-5bCritical Thinking
• 10-5cChapter Review
• 10-5dWriting Improvement Exercises
 • 10-5eActivities and Cases
• 10-5fGrammar/Mechanics Checkup—10
• 10-5gEditing Challenge—10
• 10-5hAcknowledgments
CHAPTER 11 - Formal Reports
• Chapter Introduction
• 11-1Writing Formal Business Reports
• 11-1aDefining the Project
• 11-2Collecting the Data
• 11-3Researching Secondary Data
• 11-3aPrint Resources
• 11-3bElectronic Databases
• 11-3cThe Web
• 11-3dBlogs and Social Networks
• 11-4Generating Primary Data
• 11-4aSurveys
• 11-4bInterviews
• 11-4cObservation and Experimentation
• 11-5Documenting Information
• 11-5aRecognizing the Purposes of Documentation
• 11-5bLearning What to Document
• 11-5cDeveloping Good Research Habits
• 11-5dPracticing the Fine Art of Paraphrasing
• 11-5eKnowing When and How to Quote
• 11-5fUsing Citation Formats
• 11-6Organizing Data
• 11-6aOrganizational Strategies
• 11-6bOutlines and Headings
• 11-7Creating Effective Graphics
• 11-7aMatching Graphics and Objectives
• 11-7bIncorporating Graphics in Reports
 • 11-7cUsing Your Computer to Produce Charts
• 11-8Presenting the Final Report
• 11-8aFront Matter Components
• 11-8bBody of Report
• 11-8cSupplementary Parts of a Report
• 11-9Chapter Review
• 11-9aSumming Up and Looking Forward
• 11-9bCritical Thinking
• 11-9cChapter Review
• 11-9dActivities and Cases
• 11-9eGrammar/Mechanics Checkup—11
• 11-9fEditing Challenge—11
• 11-9gAcknowledgments
CHAPTER 12 - Professionalism at Work: Business Etiquette, Ethics,
Teamwork, and Meetings
• Chapter Introduction
• 12-1Embracing Professionalism, Business Etiquette, and Ethical Behavior
• 12-1aImportance of Professional Behavior
• 12-1bRelating Professional Behavior to Ethics
• 12-1cKnowing What Employers Want
• 12-2Face-to-Face Communication
• 12-2aUsing Your Voice as a Communication Tool
• 12-2bPromoting Positive Workplace Relations Through
Conversation
• 12-2cResponding Professionally to Workplace Criticism
• 12-2dProviding Constructive Criticism of Job Performance
• 12-3Practicing Professional Telephone, Mobile Phone, and Voice Mail
Etiquette
• 12-3aMaking Telephone Calls Professionally
• 12-3bReceiving Telephone Calls Professionally
• 12-3cUsing Smartphones for Business
• 12-3dMaking the Best Use of Voice Mail
 • 12-4Becoming a Team Player in Professional Teams
• 12-4aThe Importance of Teams in the Workplace
• 12-4bPositive and Negative Team Behavior
• 12-4cCharacteristics of Successful Professional Teams
• 12-5Conducting Productive Business and Professional Meetings
• 12-5aBefore the Meeting
• 12-5bDuring the Meeting
• 12-5cEnding the Meeting and Following Up
• 12-6Chapter Review
• 12-6aSumming Up and Looking Forward
• 12-6bCritical Thinking
• 12-6cChapter Review
• 12-6dActivities and Cases
• 12-6eGrammar/Mechanics Checkup—12
• 12-6fEditing Challenge—12
• 12-6gAcknowledgments
CHAPTER 13 - Business Presentations
• Chapter Introduction
• 13-1Preparing Effective Oral Presentations
• 13-1aKnowing Your Purpose
• 13-1bKnowing Your Audience
• 13-2Organizing the Content for a Powerful Impact
• 13-2aCapturing Attention in the Introduction
• 13-2bOrganizing the Body
• 13-2cSummarizing in the Conclusion
• 13-3Building Audience Rapport
• 13-3aEffective Imagery
• 13-3bVerbal Signposts
• 13-3cNonverbal Messages
• 13-4Planning Visual Aids and Multimedia Presentations
• 13-4aTypes of Visual Aids
 • 13-5Designing an Impressive Multimedia Presentation
• 13-5aPreparing a Visually Appealing PowerPoint Presentation
• 13-5bUsing PowerPoint Effectively With Your Audience
• 13-5cPracticing and Preparing
• 13-5dKeeping Your Audience Engaged
• 13-5eEight Steps to Making a Powerful Multimedia Presentation
• 13-6Polishing Your Delivery and Following Up
• 13-6aChoosing a Delivery Method
• 13-6bCombating Stage Fright
• 13-6cBefore Your Presentation
• 13-6dDuring Your Presentation
• 13-6eAfter Your Presentation
• 13-7Chapter Review
• 13-7aSumming Up and Looking Forward
• 13-7bCritical Thinking
• 13-7cChapter Review
• 13-7dActivities and Cases
• 13-7eVideo Resources
• 13-7fGrammar/Mechanics Checkup—13
• 13-7gEditing Challenge—13
• 13-7hAcknowledgments
CHAPTER 14 - The Job Search, Résumés, and Cover Letters
• Chapter Introduction
• 14-1Preparing for a Successful Job Search
• 14-1aIdentifying Your Interests and Goals
• 14-1bEvaluating Your Qualifications
• 14-1cRecognizing Employment Trends in Today’s Workplace
• 14-1dChoosing a Career Path
• 14-2Conducting a Successful Job Search
• 14-2aSearching for a Job Online
• 14-2bSearching for a Job Using Traditional Techniques
• 14-3Creating a Customized Résumé
• 14-3aChoosing a Résumé Style
• 14-3bDeciding on Length
• 14-4Organizing Your Information Into Effective Résumé Categories
• 14-4aMain Heading
• 14-4bCareer Objective
• 14-4cSummary of Qualifications
• 14-4dEducation
• 14-4eWork Experience or Employment History
• 14-4fCapabilities and Skills
• 14-4gAwards, Honors, and Activities
• 14-4hPersonal Data
• 14-4iReferences
• 14-5Optimizing Your Résumé for Computer Technology
• 14-5aDesigning a Print-Based Résumé
• 14-5bPreparing a Scannable Résumé
• 14-5cShowcasing Your Qualifications in an E-Portfolio or a Video
Résumé
• 14-6Ensuring Integrity and Polishing Your Résumé
• 14-6aBeing Honest and Ethical
• 14-6bPolishing Your Résumé
• 14-6cProofreading Your Résumé
• 14-6dSubmitting Your Résumé
• 14-7Creating a Customized, Persuasive Cover Letter
• 14-7aGaining Attention in the Opening
• 14-7bHighlighting Your Strengths in the Body
• 14-7cMotivating Action in the Closing
• 14-7dSending Your Application
• 14-7eFinal Tips for Successful Cover Letters
• 14-8Chapter Review
• 14-8aSumming Up and Looking Forward
 • 14-8bCritical Thinking
• 14-8cChapter Review
• 14-8dActivities and Cases
• 14-8eGrammar/Mechanics Checkup—14
• 14-8fEditing Challenge—14
• 14-8gAcknowledgments
CHAPTER 15 - Interviewing and Following Up
• Chapter Introduction
• 15-1The Purposes and Types of Job Interviews
• 15-1aPurposes of Employment Interviews
• 15-1bTypes of Employment Interviews
• 15-2Before the Interview
• 15-2aPreparing and Practicing
• 15-2bTraveling to and Arriving at Your Interview
• 15-2cFighting Fear
• 15-3During the Interview
• 15-3aSending Positive Nonverbal Messages and Acting
Professionally
• 15-3bAnswering Typical Interview Questions
• 15-3cAsking Your Own Questions
• 15-3dEnding Positively
• 15-4After the Interview
• 15-4aThanking Your Interviewer
• 15-4bContacting Your References
• 15-4cFollowing Up
• 15-5Other Employment Documents and Follow-Up Messages
• 15-5aApplication Form
• 15-5bApplication or Résumé Follow-Up Message
• 15-5cRejection Follow-Up Message
• 15-5dJob Acceptance and Rejection Message
• 15-5eResignation Letter
 • 15-6Chapter Review
• 15-6aSumming Up and Looking Forward
• 15-6bCritical Thinking
• 15-6cChapter Review
• 15-6dActivities and Cases
• 15-6eVideo Resources
• 15-6fGrammar/Mechanics Checkup—15
• 15-6gEditing Challenge—15
• 15-6hAcknowledgments
CHAPTER 16 - Ethics in Business Communication
• Chapter Introduction
• 16-1Ethics in Business Communication
• 16-2Stages of Moral Development
• 16-3Ethical Models and Effective Communication
• 16-3aIndividual-Based Ethical Frameworks
• 16-4Corporate Social Responsibility
• 16-4aRelationship between Organizational Values and Social
Responsibility
• 16-4bThe Importance of Corporate Social Responsibility to
Organizations
• 16-5Ethics-based Communication Strategies
• 16-5aEthics-based Communication Styles
• 16-5bEthical Communication Conflict
• 16-6Communication in Ethical Decision Making
• 16-7Dealing with Ethical Dilemmas
• 16-8Chapter Review
• 16-8aSumming Up and Looking Forward
• 16-8bCritical Thinking
• 16-8cChapter Review
• 16-8dGrammar/Mechanics Checkup—16
• 16-8eAcknowledgments