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• Title Page
• Copyright
• Brief Contents
• Contents
• Preface
• Prologue
• Part 1. Understanding the Foundations of Business Communication
• 1. Professional Communication in a Digital, Social, Mobile World
• Communicating 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
• Applying What You’ve Learned
• Solving Communication Dilemmas At KLM
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Apply Your Skills Now Practice Your Professionalism
• Practicing Ethical Communication Are You My Adviser or My Advisor?
• 2. Interpersonal Communication Skills
• Communicating At OpenText
• 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 Conversational Skills
• Initiating Business Conversations
• Maintaining a Positive Conversational Flow
• Gracefully Concluding a Conversation
• Handling Difficult Conversations
• Managing Workplace Conflict
• Why Conflict Arises in the Workplace
• Constructive Versus Destructive Conflict
• Steps to Resolve Conflict
• Developing Your Skills as a Negotiator
• Understanding the Principles of Negotiation
• Preparing for a Negotiation
• Engaging in Negotiation
• Solving Communication Dilemmas At OpenText
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Five-Minute Guide To Resolving Workplace Conflict
• Five-Minute Guide To Business Negotiations
• Apply Your Skills Now Prepare Yourself for a Difficult Conversation
• 3. Collaboration and Business Etiquette
• Communicating At ING
• 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
• Developing Your Business Etiquette
• Business Etiquette in the Workplace
• Business Etiquette in Social Settings
• Online Etiquette
• Telephone Etiquette
• Mobile Device Etiquette
• Solving Communication Dilemmas At ING
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Five-Minute Guide To Better Business Meetings
• Developing As A Professional Being a Team Player
• Intelligent Communication Technology Hi, I’m an Algorithm, Your New Teammate
• 4. Communication Challenges in a Diverse, Global Marketplace
• Communicating 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
• Solving Communication Dilemmas AT Siemens AG
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Intelligent Communication Technology Real-Time Translation
• Part 2. Applying the Three-Step Writing Process
• 5. Planning Business Messages
• Communicating 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
• Solving Communication Dilemmas At Wolff Olins
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Practicing Ethical Communication How Much Information Is Enough?
• Intelligent Communication Technology Shaping Stories with the Help of Artificial Intelligence
• 6. Writing Business Messages
• Communicating 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
• Solving Communication Dilemmas At Lumen/Kaleigh Moore
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Five-Minute Guide To Composing A Business Message Or Document
• Intelligent Communication Technology Amplifying Your Writing with Augmented Writing Software
• Apply Your Skills Now Think Now, Write Later
• 7. Completing Business Messages
• Communicating 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
• Solving Communication Dilemmas At Type Together
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Five-Minute Guide To Revising And Proofreading
• Apply Your Skills Now Make Qa Part of Your Communication Process
• Part 3. Crafting Brief Business Messages
• 8. Crafting Messages for Digital Channels
• Communicating At Futurice
• Digital Channels for Business Communication
• Channel Options for Brief Messages
• Compositional Modes for Digital Media
• The Emoji Question—Overcoming the Limitations of Lean Media
• Social Networking Platforms
• Categories of Social Platforms
• Business Communication Uses of Social Platforms
• Communication Strategies for Business Social Networking
• Email
• Planning Email Messages
• Writing Email Content
• The Email Subject Line: Persuading People to Open Your Messages
• Completing Email Messages
• Business Messaging
• Categories of Business Messaging
• Tips for Successful Messaging
• Blogging
• Business Applications of Blogging
• Tips for Successful Blogging
• Microblogging
• Business Applications of Microblogging
• Tips for Effective Business Tweets
• Podcasting
• Solving Communication Dilemmas At Futurice
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Five-Minute Guide To Better Business Email
• Five-Minute Guide To Better Blog Posts
• Apply Your Skills Now Develop Professional-Grade Email Skills
• Intelligent Communication Technology Nice Chatting with You
• 9. Writing Routine and Positive Messages
• Communicating 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
• Solving Communication Dilemmas At Productivity Report
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Developing As A Professional Maintaining a Confident, Positive Outlook
• 10. Writing Negative Messages
• Communicating 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
• 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
• Solving Communication Dilemmas At British Petroleum
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Five-Minute Guide To Writing Negative Messages
• Practicing Ethical Communication The Deceptive Soft Sell
• 11. Writing Persuasive Messages
• Communicating 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
• Solving Communication Dilemmas At Stitch Fix
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Apply Your Skills Now Making Difficult Requests
• Practicing Ethical Communication Pushing the Limits of Credibility
• Part 4. Preparing Reports and Presentations
• 12. Planning Reports and Proposals
• Communicating At Strategyzer
• 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
• Supporting Your Messages with Reliable Information
• Planning Your Research
• Locating Data and Information
• Evaluating Information Sources
• Using Your Research Results
• Conducting Secondary Research
• Finding Information at a Library
• Finding Information Online
• Documenting Your Sources
• Conducting Primary Research
• Conducting Surveys
• Conducting Interviews
• Planning Informational Reports
• Organizing Informational Reports
• Creating Successful Business Plans
• Organizing Website Content
• Planning Analytical Reports
• Focusing on Conclusions
• Focusing on Recommendations
• Focusing on Logical Arguments
• Planning Proposals
• Solving Communication Dilemmas At Strategyzer
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Developing As A Professional Being Dependable and Accountable
• Intelligent Communication Technology Finding Meaning with Text Mining
• Five-Minute Guide To Planning Reports And Proposals
• 13. Writing and Completing Reports and Proposals
• Communicating At PricewaterhouseCoopers
• Writing Reports and Proposals
• Adapting to Your Audience
• Drafting Report Content
• Drafting Proposal Content
• Writing for Websites and Wikis
• Drafting Website Content
• Collaborating on Wikis
• Illustrating Your Reports with Effective Visuals
• Understanding Visual Design Principles
• Understanding the Ethics of Visual Communication
• Choosing the Right Visual for the Job
• Designing Effective Visuals
• Completing Reports and Proposals
• Producing Formal Reports and Proposals
• Distributing Reports and Proposals
• Solving Communication Dilemmas At PricewaterhouseCoopers
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Practicing Ethical Communication Distorting the Data
• 14. Developing and Delivering Business Presentations
• Communicating At Barnett International
• Planning a Presentation
• Analyzing the Situation
• Selecting the Best Media and Channels
• Organizing a Presentation
• Developing a Presentation
• Adapting to Your Audience
• Crafting Presentation Content
• Enhancing Your Presentation with Effective Visuals
• Choosing Structured or Free-Form Slides
• Designing Effective Slides
• Integrating Mobile Devices in Presentations
• Completing a Presentation
• Finalizing Your Slides
• Creating Effective Handouts
• Choosing Your Presentation Method
• Practicing Your Delivery
• Delivering a Presentation
• Overcoming Anxiety
• Handling Questions Responsively
• Embracing the Backchannel
• Giving Presentations Online
• Ensuring Successful Team Presentations
• Solving Communication Dilemmas At Barnett International
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Developing As A Professional Recovering from Disasters
• Five-Minute Guide To Planning Presentations
• Part 5. Writing Employment Messages and Interviewing for Jobs
• 15. Building Careers and Writing Résumés
• Communicating At Patreon
• 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
• Avoiding Career-Search Mistakes
• Planning Your Résumé
• 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
• Solving Communication Dilemmas AT Patreon
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Five-Minute Guide To Planning Your Résumé
• Developing As A Professional Striving to Excel
• Intelligent Communication Technology Make Friends with the Résumé Bots
• 16. Applying and Interviewing for Employment
• Communicating At Burning Glass
• 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
• 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
• Solving Communication Dilemmas At Burning Glass
• Learning Objectives Checkup
• Key Terms
• Apply Your Knowledge
• Practice Your Skills
• Expand Your Skills
• Build Your Career
• Improve Your Grammar, Mechanics, and Usage
• Cases
• Five-Minute Guide To Preparing For Job Interviews
• 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. Format and Layout of Business Documents
• First Impressions
• Paper
• Customization
• Appearance
• 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. Documentation of Report Sources
• Chicago Humanities Style
• In-Text Citation—Chicago Humanities Style
• Bibliography—Chicago Humanities Style
• APA Style
• In-Text Citation—Apa Style
• List Of References—Apa Style
• MLA 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
• Assessment of English Skills
• Essentials of Grammar, Mechanics, and Usage
• 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
• Answer Keys
• Brand, Organization, and Name Index
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• Subject Index
• A
• B
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• D
• E
• F
• G
• H
• I
• J
• K
• L
• M
• N
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