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• Title Page
• Copyright Page
• Contents
• Preface
• Acknowledgments
• About the Authors
• Part 1 Understanding the Foundations of Business Communication
• 1 Professional Communication in a Digital, Social, Mobile World
• Communication Close-up at KLM
• 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 Conventional Communication Model
• Barriers in the Communication Environment
• Inside the Mind of Your Audience
• The Social Communication Model
• Using Technology to Improve Communication
• The Potential Benefits of Communication Technology
• The Spectrum of Contemporary Communication Technology
• Committing to Ethical and Legal Communication
• Forms of Unethical Communication
• Distinguishing Ethical Dilemmas from Ethical Lapses
• Ensuring Ethical Communication
• Ensuring Legal Communication
• Developing Skills for Your Career
• Communication Challenges at KLM
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Apply Your Skills Now Practice Your Professionalism
• 2 Collaboration, Interpersonal Communication, and Business Etiquette
• Communication Close-up at Opentext
• Communicating Effectively in Teams
• Types of Teams
• Advantages and Disadvantages of Teams
• Characteristics of Effective Teams
• Group Dynamics
• Virtual Teams
• Collaborating on Communication Efforts
• Collaboration Arrangements
• Giving—and Responding To—constructive Feedback
• Technologies for Collaborative Communication
• Making Your Meetings More Productive
• Preparing for Meetings
• Leading and Contributing to Efficient Meetings
• Putting Meeting Results to Productive Use
• Conducting Virtual Meetings
• Improving Your Listening Skills
• Understanding Why Listening Is Such a Complex Process
• Becoming a Better Listener
• Improving Your Nonverbal Communication Skills
• Recognizing Nonverbal Communication
• Using Nonverbal Communication Effectively
• Developing Your Business Etiquette
• Business Etiquette in the Workplace
• Business Etiquette in Social Settings
• Online Etiquette
• Telephone Etiquette
• Mobile Device Etiquette
• Communication Challenge at Opentext
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Ethics Detective How Did “We” Turn into “I”?
• Intelligent Communication Technology Hi, I’m an Algorithm, Your New Teammate
• 3 Communication Challenges in a Diverse, Global Marketplace
• Communication Close-up at Siemens AG
• Understanding the Opportunities and Challenges of Communication in a Diverse World
• The Opportunities in a Global Marketplace
• The Advantages of a Diverse Workforce
• The Challenges of Intercultural Communication
• Developing Cultural Competency
• Understanding the Concept of Culture
• Overcoming Ethnocentrism and Stereotyping
• Recognizing Variations in a Diverse World
• Contextual Differences
• Legal and Ethical Differences
• Social Norms and Customs
• Nonverbal Communication
• Age Differences
• Gender Differences
• Religious Differences
• Ability Differences
• Adapting to Other Business Cultures
• Guidelines for Adapting to Any Business Culture
• Guidelines for Adapting to U.S. Business Culture
• Improving Intercultural Communication Skills
• Studying Other Cultures
• Studying Other Languages
• Respecting Preferences for Communication Style
• Writing Clearly
• Speaking and Listening Carefully
• Helping Others Adapt to Your Culture
• Communication Challenges at Siemens AG
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Intelligent Communication Technology Real-Time Translation
• Part 2 Applying the Three-Step Writing Process
• 4 Planning Business Messages
• Communication Close-up at Wolff Olins
• Understanding the Three-Step Writing Process
• Optimizing Your Writing Time
• Planning Effectively
• Analyzing the Situation
• Defining Your Purpose
• Developing an Audience Profile
• Gathering Information
• Uncovering Audience Needs
• Finding Your Focus
• 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 Information
• Defining Your Main Idea
• Limiting Your Scope
• Choosing Between Direct and Indirect Approaches
• Outlining Your Content
• Building Reader Interest with Storytelling Techniques
• Communication Challenges at Wolff Olins
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Ethics Detective Am I Getting the Whole Story?
• Intelligent Communication Technology Shaping Stories with the Help of Artificial Intelligence
• 5 Writing Business Messages
• Communication Close-up at Lumen/Kaleigh Moore
• Adapting to Your Audience: Being Sensitive to Audience Needs
• Using 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 the Active or Passive Voice
• Composing Your Message: Choosing Powerful Words
• Using Words Correctly
• Using Words Effectively
• Understanding Denotation and Connotation
• Balancing Abstract and Concrete Words
• Composing Your Message: Creating Effective Sentences
• Choosing from the Four Types of Sentences
• Using Sentence Style to Emphasize Key Thoughts
• Composing Your Message: Crafting Unified, Coherent Paragraphs
• Creating the Elements of a Paragraph
• Choosing the Best Way to Develop Each Paragraph
• Writing Messages for Mobile Devices
• Communication Challenges at Lumen/kaleigh Moore
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Intelligent Communication Technology Amplifying Your Writing with Augmented Writing Software
• Apply Your Skills Now Think Now, Write Later
• 6 Completing Business Messages
• Communication Close-up at Type Together
• Revising Your Message: Evaluating the First Draft
• Evaluating Your Content, Organization, Style, and Tone
• Evaluating, Editing, and Revising the Work of Others
• Revising to Improve Readability
• Varying the Length of Your Sentences
• 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
• Formatting Formal Letters and Memos
• Designing Messages for Mobile Devices
• Proofreading Your Message
• Distributing Your Message
• Communication Challenges at Type Together
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Developing as a Professional Being Dependable and Accountable
• Apply Your Skills Now Make QA Part of Your Communication Process
• Part 3 Digital, Social, and Visual Media
• 7 Digital Media
• Communication Close-up at Futurice
• Digital Media for Business Communication
• Digital and Social Media Options
• Compositional Modes for Digital and Social Media
• The Emoji Question—overcoming the Limitations of Lean Media
• Email
• Planning Email Messages
• Writing Email Content
• The Subject Line: Persuading People to Open Your Messages
• Completing Email Messages
• Business Messaging
• Categories of Business Messaging
• Tips for Successful Messaging
• Website Content
• Organizing Website Content
• Drafting Website Content
• Podcasting
• Communication Challenges at Futurice
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Apply Your Skills Now Develop Professional-Grade Email Skills
• Intelligent Communication Technology Nice Chatting with You
• 8 Social Media
• Communication Close-up at ExterionMedia
• How Businesses Use Social Media for Internal and External Communication
• Strategies and Tactics for Successful Social Media Use
• Establishing a Social Media Strategy
• Developing Social Media Content
• Managing the Organizational Challenges of Social Media
• Social Networking for Business Communication
• Categories of Social Networking Platforms
• Four Content Strategies for Business Social Networking
• Successful Business Blogging
• Business Applications of Blogging
• Tips for Successful Blogging
• Twitter and Other Microblogging Systems
• Business Applications of Microblogging
• Tips for Effective Business Tweets
• Collaborative Writing on Wikis
• Management and Design Considerations for Wikis
• Tips for Successful Wiki Writing
• Communication Challenges at Exterionmedia
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Intelligent Communication Technology Monitoring the Social Media Sphere with Smart Listening Tools
• 9 Visual Media
• Communication Close-up at Tableau Software
• Understanding Visual Communication
• The Power of Images
• The Visual Evolution in Business Communication
• Visual Design Principles
• The Ethics of Visual Communication
• Identifying Points to Illustrate
• Selecting Visuals for Presenting Data
• Tables
• Line and Surface Charts
• Bar Charts, Pictograms, and Gantt Charts
• Scatter and Bubble Diagrams
• Radar Diagrams
• Pie Charts
• Data Visualization
• Selecting Visuals for Presenting Information, Concepts, and Ideas
• Flowcharts and Organization Charts
• Maps
• Illustrations, Diagrams, and Photographs
• Infographics
• Producing and Integrating Visuals
• Creating Visuals
• Integrating Visuals with Text
• Verifying the Quality of Your Visuals
• Visual Media on Mobile Devices
• Producing Business Videos
• Step 1: Preproduction
• Step 2: Production
• Step 3: Postproduction
• Communication Challenges at Tableau Software
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Intelligent Communication Technology Augmented Reality and Virtual Reality
• Ethics Detective Solving the Case of the Hidden Numbers
• Part 4 Brief Messages
• 10 Writing Routine and Positive Messages
• Communication Close-up at Productivity Report
• Strategy for Routine Requests
• Open with Your Request
• Explain and Justify Your Request
• Request 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, Routine Messages, and Positive Messages
• Open with the Main Idea
• Provide Necessary Details and Explanation
• End with a Courteous Close
• Common Examples of Routine Replies, Routine Messages, and Positive Messages
• Answering Requests for Information and Action
• Granting Claims and Requests for Adjustment
• Providing Recommendations and References
• Sharing Routine Information
• Writing Instructions
• Announcing Good News
• Fostering Goodwill
• Communication Challenges at Productivity Report
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Ethics Detective Solving the Case of the Imaginary Good News
• Developing as a Professional Maintaining a Confident, Positive Outlook
• 11 Writing Negative Messages
• Communication Close-up at British Petroleum
• Using the Three-Step Writing Process for Negative Messages
• Step 1: Planning a Negative Message
• Step 2: Writing Negative Messages
• Step 3: Completing Negative Messages
• Using the Direct Approach for Negative Messages
• Open with a Clear Statement of the Bad News
• Provide Reasons and Additional Information
• Close on a Respectful Note
• Using the Indirect Approach for Negative Messages
• Open with a Buffer
• Provide Reasons and Additional Information
• Continue with a Clear Statement of the Bad News
• Close on a Respectful Note
• Maintaining High Standards of Ethics and Etiquette
• 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 Organizational News
• Communicating Under Normal Circumstances
• Coach Yourself
• Responding to Negative Information in a Social Media Environment
• Communicating in a Crisis
• Sending Negative Employment Messages
• Refusing Requests for Recommendations and References
• Refusing Social Networking Recommendation Requests
• Rejecting Job Applications
• Giving Negative Performance Reviews
• Terminating Employment
• Communication Challenges at British Petroleum
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Ethics Detective Soft Sell, Hard Results
• Apply your Skills now Prepare Yourself for a Difficult Conversation
• 12 Writing Persuasive Messages
• Communication Close-up at Stitch Fix
• Using the Three-Step Writing Process for Persuasive Messages
• Step 1: Planning Persuasive Messages
• Step 2: Writing Persuasive Messages
• Step 3: Completing Persuasive Messages
• Developing Persuasive Business Messages
• Strategies for Persuasive Business Messages
• Common Examples of Persuasive Business Messages
• Developing Marketing and Sales Messages
• Planning Marketing and Sales Messages
• Writing Conventional Marketing and Sales Messages
• Writing Promotional Messages for Social Media
• Creating Promotional Messages for Mobile Devices
• Maintaining High Standards of Ethics, Legal Compliance, and Etiquette
• Communication Challenges at Stitch Fix
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Apply Your Skills Now Making Difficult Requests
• Ethics Detective Solving the Case of the Incredible Credibility
• Part 5 Reports and Proposals
• 13 Finding, Evaluating, and Processing Information
• Communication Close-up at Strategyzer
• Planning Your Research
• Maintaining Ethics and Etiquette in Your Research
• Familiarizing Yourself with the Subject
• Identifying Information Gaps
• Prioritizing Research Needs
• Conducting Secondary Research
• Evaluating Sources
• Locating Sources
• Documenting Your Sources
• Conducting Primary Research
• Gathering Information with Surveys
• Gathering Information with Interviews
• Processing Data and Information
• Quoting, Paraphrasing, and Summarizing
• Analyzing Numeric Data
• Applying Your Findings
• Summarizing Your Research
• Drawing Conclusions
• Making Recommendations
• Making Your Research Available to Others
• Communication Challenges at Strategyzer
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Build Your Career
• Intelligent Communication Technology Finding Meaning with Text Mining
• 14 Planning Reports and Proposals
• Communication Close-up at John Deere
• Applying the Three-step Writing Process to Reports and Proposals
• Analyzing the Situation
• Gathering Information
• Selecting the Right Combination of Media and Channels
• Organizing Your Information
• Planning Informational Reports
• Organizational Strategies for Informational Reports
• Creating Successful Business Plans
• Planning Analytical Reports
• Organizational Strategies for Analytical Reports
• Effective Analytical Reports: an Example
• Planning Proposals
• Organizational Strategies for Proposals
• Effective Proposals: an Example
• Communication Challenges at John Deere
• Key Terms
• Summary of LearningObjectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Ethics Detective Solving the Case of the Overblown Proposal
• 15 Writing and Completing Reports and Proposals
• Communication Close-up at PricewaterhouseCoopers
• Writing Reports and Proposals: Adapting to Your Audience
• Being Sensitive to Your Audience’s Needs
• Building Strong Relationships with Your Audience
• Controlling Your Style and Tone
• Make Your Reports Easier to Read
• Drafting Report Content
• Provide Quality Content
• Make Your Reports Easier to Write
• Drafting Proposal Content
• Define the Proposal’s Purpose
• Select the Elements to Include in a Proposal
• Completing Reports and Proposals
• Producing Formal Reports and Proposals
• Distributing Reports and Proposals
• Writing Requests for Proposals
• Communication Challenges at Pricewaterhousecoopers
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Part 6 Developing and Delivering Business Presentations
• 16 Developing Presentations in a Social Media Environment
• Communication Close-up at Barnett International
• Planning a Presentation
• Analyzing the Situation
• Selecting the Best Combination of Media and Channels
• Organizing a Presentation
• Crafting Presentation Content
• Adapting to Your Audience
• Developing Your Presentation
• Delivering a Presentation
• Choosing Your Presentation Method
• Practicing Your Delivery
• Preparing to Speak
• Overcoming Anxiety
• Handling Questions Responsively
• Giving Impromptu Speeches
• Ensuring Successful Team Presentations
• Incorporating Technology in Your Presentation
• Embracing the Backchannel
• Giving Presentations Online
• Communication Challenges at Barnett International
• Key Terms
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Developing as a Professional Recovering from Disasters
• 17 Enhancing Presentations with Slides and Other Visuals
• Communication Close-up at Duarte
• Planning Your Presentation Visuals
• Selecting the Type of Visuals to Use
• Verifying Your Design Plans
• Choosing Structured or Free-form Slides
• Advantages and Disadvantages of Structured Slides
• Advantages and Disadvantages of Free-form Slides
• Designing Effective Slides
• Designing Slides Around a Key Visual
• Selecting Design Elements
• Maintaining Design Consistency
• Creating Effective Slide Content
• Writing Readable Content
• Creating Charts and Tables for Slides
• Adding Animation and Multimedia
• Using Presentation Software to Create Visual Reports
• Using Mobile Devices in Presentations
• Completing Slides and Support Materials
• Creating Navigation and Support Slides
• Creating Effective Handouts
• Communication Challenges at Duarte
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Developing as a Professional Being a Team Player
• Part 7 Writing Employment Messages and Interviewing for Jobs
• 18 Building Careers and Writing Résumés
• Communication Close-up at
• Finding the Ideal Opportunity in Today’s Job Market
• Writing the Story of You
• Learning to Think Like an Employer
• Researching Industries and Companies of Interest
• Translating Your General Potential into a Specific Solution for Each Employer
• Taking the Initiative to Find Opportunities
• Building Your Network
• Seeking Career Counseling
• Planning Your Résumé
• Avoiding Career-search Mistakes
• Analyzing Your Purpose and Audience
• Gathering Pertinent Information
• Selecting the Best Media and Channels
• Organizing Your Résumé Around Your Strengths
• Addressing Areas of Concern
• Writing Your Résumé
• Keeping Your Résumé Honest
• Adapting Your Résumé to Your Audience
• Composing Your Résumé
• Completing Your Résumé
• Revising Your Résumé
• Producing Your Résumé
• Proofreading Your Résumé
• Distributing Your Résumé
• Building an Effective Linkedin Profile
• Communication Challenges at Accenture
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Developing as a Professional Striving to Excel
• Intelligent Communication Technology Make Friends with the Résumé Bots
• 19 Applying and Interviewing for Employment
• Communication Close-up at Patreon
• Submitting Your Résumé
• Writing Application Letters
• Following Up After Submitting a Résumé
• Understanding the Interviewing Process
• The Typical Sequence of Interviews
• Common Types of Interviews and Interview Questions
• Interview Media
• What Employers Look for in an Interview
• Preemployment Testing and Background Checks
• Preparing for a Job Interview
• Learning About the Organization and the Position
• Thinking Ahead About Questions
• Boosting Your Confidence
• Polishing Your Interview Style
• Presenting a Professional Image
• Being Ready When You Arrive
• Interviewing for Success
• The Warm-up
• The Question-and-answer Stage
• The Close
• Interview Notes
• Following Up After an Interview
• Follow-up Message
• Message of Inquiry
• Request for a Time Extension
• Letter of Acceptance
• Letter Declining a Job Offer
• Letter of Resignation
• Communication Challenges at Patreon
• Key Terms
• Summary of Learning Objectives
• Test Your Knowledge
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Intelligent Communication Technology Getting Comfortable with AI-Assisted Recruiting and Interviewin
• Intelligent Communication Technology Improving Fairness and Finding Better Talent with Blind Auditio
• Appendix A
• First Impressions
• Paper
• Customization
• Appearance
• Format and Layout of Business Documents
• Letters
• Standard Letter Parts
• Additional Letter Parts
• Letter Formats
• Envelopes
• Addressing the Envelope
• Folding to Fit
• International Mail
• Memos
• Reports
• Margins
• Headings
• Page Numbers
• Appendix B
• Chicago Humanities Style
• In-Text Citation— Chicago Humanities Style
• Bibliography Humanities Style
• Documentation of Report Sources
• MLA Style
• In-Text Citation—APA Style
• List of References—APA Style
• Apa Style
• In-Text Citation—MLA Style
• List of Works Cited—MLA Style
• Appendix C
• Correction Symbols
• Handbook of Grammar, Mechanics, and Usage
• Diagnostic Test of English Skills
• Essentials of Grammar, Mechanics, and Usage
• Assessment of English Skills
• 1.0 Grammar
• 1.1 Nouns
• 1.2 Pronouns
• 1.3 Verbs
• 1.4 Adjectives
• 1.5 Adverbs
• 1.6 Other Parts of Speech
• 1.7 Sentences
• 2.0 Punctuation
• 2.1 Periods
• 2.2 Question Marks
• 2.3 Exclamation Points
• 2.4 Semicolons
• 2.5 Colons
• 2.6 Commas
• 2.7 Dashes
• 2.8 Hyphens
• 2.9 Apostrophes
• 2.10 Quotation Marks
• 2.11 Parentheses and Brackets
• 2.12 Ellipses
• 3.0 Mechanics
• 3.1 Capitalization
• 3.2 Underscores and Italics
• 3.3 Abbreviations
• 3.4 Numbers
• 3.5 Word Division
• 4.0 Vocabulary
• 4.1 Frequently Confused Words
• 4.2 Frequently Misused Words
• 4.3 Frequently Misspelled Words
• 4.4 Transitional Words and Phrases
• Name Index
• Subject Index