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Business Communication Essentials: A Skills-Based Approach -- Title Page -- Copyright -- Contents in Brief -- Contents -- Real-Time Updates-Learn More -- Preface -- Dedication -- Prologue -- PART 1: Business Communication Foundations -- Chapter 1: Professional Communication in Today's Digital, Social, Mobile World -- LEARNING OBJECTIVES -- Communication Matters . . . -- Understanding Why Communication Matters -- COMMUNICATION IS IMPORTANT TO YOUR CAREER -- COMMUNICATION IS IMPORTANT TO YOUR COMPANY -- WHAT MAKES BUSINESS COMMUNICATION EFFECTIVE? -- Communicating as a Professional -- UNDERSTANDING WHAT EMPLOYERS EXPECT FROM YOU -- COMMUNICATING IN AN ORGANIZATIONAL CONTEXT -- ADOPTING AN AUDIENCE-CENTERED APPROACH -- Exploring the Communication Process -- THE BASIC COMMUNICATION MODEL -- THE SOCIAL COMMUNICATION MODEL -- The Mobile Revolution -- THE RISE OF MOBILE AS A COMMUNICATION PLATFORM -- HOW MOBILE TECHNOLOGIES ARE CHANGING BUSINESS COMMUNICATION -- Committing to Ethical Communication -- DISTINGUISHING ETHICAL DILEMMAS FROM ETHICAL LAPSES -- MAKING ETHICAL CHOICES -- Communicating in a World of Diversity -- THE ADVANTAGES AND CHALLENGES OF A DIVERSE WORKFORCE -- KEY ASPECTS OF CULTURAL DIVERSITY -- ADVICE FOR IMPROVING INTERCULTURAL COMMUNICATION -- Using Technology to Improve Business Communication -- KEEPING TECHNOLOGY IN PERSPECTIVE -- USING TOOLS PRODUCTIVELY -- GUARDING AGAINST INFORMATION OVERLOAD -- RECONNECTING WITH PEOPLE FREQUENTLY -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- Chapter 2: Collaboration, Interpersonal Communication, and Business Etiquette -- LEARNING OBJECTIVES -- Communication Matters . . . -- Communicating Effectively in Teams -- ADVANTAGES AND DISADVANTAGES OF TEAMS.
CHARACTERISTICS OF EFFECTIVE TEAMS -- Collaborating on Communication Efforts -- GUIDELINES FOR COLLABORATIVE WRITING -- TECHNOLOGIES FOR COLLABORATIVE WRITING -- GIVING-AND RESPONDING TO-CONSTRUCTIVE FEEDBACK -- Making Your Meetings More Productive -- PREPARING FOR MEETINGS -- CONDUCTING AND CONTRIBUTING TO EFFICIENT MEETINGS -- PUTTING MEETING RESULTS TO PRODUCTIVE USE -- USING MEETING TECHNOLOGIES -- Improving Your Listening Skills -- RECOGNIZING VARIOUS TYPES OF LISTENING -- UNDERSTANDING THE LISTENING PROCESS -- OVERCOMING BARRIERS TO EFFECTIVE LISTENING -- Improving Your Nonverbal Communication Skills -- Developing Your Business Etiquette -- BUSINESS ETIQUETTE IN THE WORKPLACE -- BUSINESS ETIQUETTE IN SOCIAL SETTINGS -- BUSINESS ETIQUETTE ONLINE -- BUSINESS ETIQUETTE USING MOBILE DEVICES -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- PART 2: The Three-Step Writing Process -- Chapter 3: Planning Business Messages -- LEARNING OBJECTIVES -- Communication Matters . . . -- Understanding the Three-Step Writing Process -- Analyzing the Situation -- DEFINING YOUR PURPOSE -- DEVELOPING AN AUDIENCE PROFILE -- Gathering Information -- UNCOVERING AUDIENCE NEEDS -- PROVIDING REQUIRED INFORMATION -- Selecting the Best Combination of Media and Channels -- THE MOST COMMON MEDIA AND CHANNEL OPTIONS -- FACTORS TO CONSIDER WHEN CHOOSING MEDIA AND CHANNELS -- Organizing Your Message -- DEFINING YOUR MAIN IDEA -- LIMITING YOUR SCOPE -- CHOOSING BETWEEN DIRECT AND INDIRECT APPROACHES -- OUTLINING YOUR CONTENT -- BUILDING READER INTEREST WITH STORYTELLING TECHNIQUES -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills.
Improve Your Grammar, Mechanics, and Usage -- Endnotes -- Chapter 4: Writing Business Messages -- LEARNING OBJECTIVES -- Communication Matters . . . -- Adapting to Your Audience: Being Sensitive to Your Audience's Needs -- ADOPTING THE "YOU" ATTITUDE -- MAINTAINING STANDARDS OF ETIQUETTE -- EMPHASIZING THE POSITIVE -- USING BIAS-FREE LANGUAGE -- Adapting to Your Audience: Building Strong Relationships -- ESTABLISHING YOUR CREDIBILITY -- PROJECTING YOUR COMPANY'S IMAGE -- Adapting to Your Audience: Controlling Your Style and Tone -- CREATING A CONVERSATIONAL TONE -- USING PLAIN LANGUAGE -- SELECTING ACTIVE OR PASSIVE VOICE -- Composing Your Message: Choosing Powerful Words -- BALANCING ABSTRACT AND CONCRETE WORDS -- FINDING WORDS THAT COMMUNICATE WELL -- Composing Your Message: Creating Effective Sentences -- CHOOSING FROM THE FOUR TYPES OF SENTENCES -- USING SENTENCE STYLE TO EMPHASIZE KEY THOUGHTS -- Composing Your Message: Crafting Coherent Paragraphs -- CREATING THE ELEMENTS OF A PARAGRAPH -- DEVELOPING PARAGRAPHS -- Writing Messages for Mobile Devices -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- Chapter 5: Completing Business Messages -- LEARNING OBJECTIVES -- Communication Matters . . . -- Revising Your Message: Evaluating the First Draft -- EVALUATING YOUR CONTENT, ORGANIZATION, AND TONE -- EVALUATING, EDITING, AND REVISING THE WORK OF OTHER WRITERS -- Revising to Improve Readability -- VARYING SENTENCE LENGTH -- KEEPING YOUR PARAGRAPHS SHORT -- USING LISTS AND BULLETS TO CLARIFY AND EMPHASIZE -- ADDING HEADINGS AND SUBHEADINGS -- Editing for Clarity and Conciseness -- EDITING FOR CLARITY -- EDITING FOR CONCISENESS -- Producing Your Message -- DESIGNING FOR READABILITY.
DESIGNING MESSAGES FOR MOBILE DEVICES -- Proofreading Your Message -- Distributing Your Message -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- PART 3: Brief Business Messages -- Chapter 6: Crafting Messages for Digital Channels -- LEARNING OBJECTIVES -- Communication Matters . . . -- Digital Channels for Business Communication -- MEDIA CHOICES FOR BRIEF MESSAGES -- COMPOSITIONAL MODES FOR DIGITAL MEDIA -- CREATING CONTENT FOR SOCIAL MEDIA -- OPTIMIZING CONTENT FOR MOBILE DEVICES -- Social Networks -- BUSINESS COMMUNICATION USES OF SOCIAL NETWORKS -- STRATEGIES FOR BUSINESS COMMUNICATION ON SOCIAL NETWORKS -- Information and Media Sharing Sites -- USER-GENERATED CONTENT SITES -- CONTENT CURATION SITES -- COMMUNITY Q&A SITES -- Email -- PLANNING EMAIL MESSAGES -- WRITING EMAIL MESSAGES -- COMPLETING EMAIL MESSAGES -- Instant Messaging and Text Messaging -- UNDERSTANDING THE BENEFITS AND RISKS OF IM -- ADAPTING THE THREE-STEP PROCESS FOR SUCCESSFUL IM -- Blogging and Microblogging -- UNDERSTANDING THE BUSINESS APPLICATIONS OF BLOGGING -- ADAPTING THE THREE-STEP PROCESS FOR SUCCESSFUL BLOGGING -- MICROBLOGGING -- Podcasting -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- Chapter 7: Writing Routine and Positive Messages -- LEARNING OBJECTIVES -- Communication Matters . . . -- Strategy for Routine Requests -- STATING YOUR REQUEST UP FRONT -- EXPLAINING AND JUSTIFYING YOUR REQUEST -- REQUESTING SPECIFIC ACTION IN A COURTEOUS CLOSE -- Common Examples of Routine Requests -- ASKING FOR INFORMATION OR ACTION -- ASKING FOR RECOMMENDATIONS -- MAKING CLAIMS AND REQUESTING ADJUSTMENTS.
Strategy for Routine Replies and Positive Messages -- STARTING WITH THE MAIN IDEA -- PROVIDING NECESSARY DETAILS AND EXPLANATION -- ENDING WITH A COURTEOUS CLOSE -- Common Examples of Routine Replies and Positive Messages -- ANSWERING REQUESTS FOR INFORMATION OR ACTION -- GRANTING CLAIMS AND REQUESTS FOR ADJUSTMENT -- PROVIDING RECOMMENDATIONS AND REFERENCES -- SHARING ROUTINE INFORMATION -- ANNOUNCING GOOD NEWS -- FOSTERING GOODWILL -- Chapter Review and Activities -- Test Your Knowledge -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Endnotes -- Chapter 8: Writing Negative Messages -- LEARNING OBJECTIVES -- Communication Matters . . . -- Using the Three-Step Writing Process for Negative Messages -- STEP 1: PLANNING NEGATIVE MESSAGES -- STEP 2: WRITING NEGATIVE MESSAGES -- STEP 3: COMPLETING NEGATIVE MESSAGES -- Using the Direct Approach for Negative Messages -- OPENING WITH A CLEAR STATEMENT OF THE BAD NEWS -- PROVIDING REASONS AND ADDITIONAL INFORMATION -- CLOSING ON A RESPECTFUL NOTE -- Using the Indirect Approach for Negative Messages -- OPENING WITH A BUFFER -- PROVIDING REASONS AND ADDITIONAL INFORMATION -- CONTINUING WITH A CLEAR STATEMENT OF THE BAD NEWS -- CLOSING ON A RESPECTFUL NOTE -- Sending Negative Messages on Routine Business Matters -- MAKING NEGATIVE ANNOUNCEMENTS ON ROUTINE BUSINESS MATTERS -- REJECTING SUGGESTIONS AND PROPOSALS -- REFUSING ROUTINE REQUESTS -- HANDLING BAD NEWS ABOUT TRANSACTIONS -- REFUSING CLAIMS AND REQUESTS FOR ADJUSTMENT -- Sending Negative Employment Messages -- REFUSING REQUESTS FOR RECOMMENDATIONS -- REFUSING SOCIAL NETWORKING RECOMMENDATION REQUESTS -- REJECTING JOB APPLICATIONS -- GIVING NEGATIVE PERFORMANCE REVIEWS -- TERMINATING EMPLOYMENT -- Sending Negative Organizational News.
Responding to Negative Information in a Social Media Environment.
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Business communication essentials / / Courtland L. Bovee, John V. Thill
