دانلود کتاب Business Communication Essentials: Fundamental Skills for the Mobile-Digital-Social Workplace

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Cover
Title Page
Copyright Page
Dedication
Brief Contents
Contents
Preface
Prologue
PART 1 Business Communication Foundations
1 Professional Communication in Today’s Digital, Social, Mobile World
Communication Matters . . .
Why Communication Is the Most Important Business Skill
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 Business 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
Writing for Multilingual Audiences
Speaking with Multilingual Audiences
Using Technology to Improve Business Communication
Keeping Technology in Perspective
Using Tools Productively
Guarding Against Information Overload
Reconnecting with People Frequently
Developing Skills for Your Career
The Future of Communication: Real-Time Translation
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
2 Collaboration, Interpersonal Communication, and Business Etiquette
Communication Matters . . .
Communicating Effectively in Teams
Advantages and Disadvantages of Teams
Characteristics of Effective Teams
Conflict Resolution in Team Settings
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
Workplace Etiquette
Telephone Etiquette
Mobile Device Etiquette
Online Etiquette
Business Etiquette in Social Settings
The Future of Communication: The Internet of Things
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
PART 2 The Three-Step Writing Process
3 Planning Business Messages
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
The Future of Communication: Haptic Technologies
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
4 Writing Business Messages
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
The Future of Communication: Machine Learning
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
5 Completing Business Messages
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
The Future of Communication: Telepathic Communication
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
PART 3 Brief Business Messages
6 Crafting Messages for Digital Channels
Communication Matters . . .
Digital Channels for Business Communication
Media Choices for Brief Messages
Compositional Modes for Digital and Social 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
Content-Sharing Sites
User-Generated Content Sites
Content Curation Sites
Community Q&A Sites
Email
Planning Email Messages
Writing Email Messages
Completing Email Messages
Messaging
The Advantages and Disadvantages of Messaging
Guidelines for Successful Messaging
Blogging and Microblogging
Understanding the Business Applications of Blogging
Adapting the Three-Step Process for Successful Blogging
Microblogging
Podcasting
The Future of Communication: Emoticons and Emoji
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
7 Writing Routine and Positive Messages
Communication Matters . . .
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 or Action
Granting Claims and Requests for Adjustment
Providing Recommendations and References
Sharing Routine Information
Writing Instructions
Announcing Good News
Fostering Goodwill
The Future of Communication: Communication Bots
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
8 Writing Negative Messages
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
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
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
The Future of Communication: Augmented Reality and Virtual Reality
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
9 Writing Persuasive Messages
Communication Matters . . .
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
Framing Your Arguments
Balancing the Three Types of Persuasive Appeals
Reinforcing Your Position
Anticipating Objections
Avoiding Common Mistakes in Persuasive Communication
Common Examples of Persuasive Business Messages
Persuasive Requests for Action
Persuasive Presentation of Ideas
Persuasive Claims and Requests for Adjustments
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 Ethical and Legal Standards
The Future of Communication: Gestural Computing
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
PART 4 Longer Business Messages
10 Understanding and Planning Reports and Proposals
Communication Matters . . .
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
Organizing Website Content
Planning Analytical Reports
Focusing on Conclusions
Focusing on Recommendations
Focusing on Logical Arguments
Planning Proposals
The Future of Communication: Emotion Recognition Software
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
11 Writing and Completing Reports and Proposals
Communication Matters . . .
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
Choosing the Right Visual for the Job
Designing Effective Visuals
Completing Reports and Proposals
Producing Formal Reports and Proposals
Distributing Reports and Proposals
The Future of Communication: Three-Dimensional Communication
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
12 Developing and Delivering Business Presentations
Communication Matters . . .
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 Presentation Anxiety
Handling Questions Responsively
Embracing the Backchannel
Giving Presentations Online
The Future of Communication: Holograms
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
PART 5 Employment Messages and Job Interviews
13 Building Careers and Writing Resumes
Communication Matters . . .
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 Resume
Analyzing Your Purpose and Audience
Gathering Pertinent Information
Selecting the Best Media and Channels
Organizing Your Resume Around Your Strengths
Addressing Areas of Concern
Writing Your Resume
Keeping Your Resume Honest
Adapting Your Resume to Your Audience
Composing Your Resume
Completing Your Resume
Revising Your Resume
Producing Your Resume
Proofreading Your Resume
Distributing Your Resume
Building an Effective LinkedIn Profile
The Future of Communication: Gamification
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
14 Applying and Interviewing for Employment
Communication Matters . . .
Submitting Your Resume
Writing Application Letters
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
The Future of Communication: Blind Auditions
What’s Your Prediction?
Chapter Review and Activities
Learning Objectives: Check Your Progress
Test Your Knowledge
Apply Your Knowledge
Practice Your Skills
Expand Your Skills
Improve Your Grammar, Mechanics, and Usage
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
Content and Style
Grammar, Mechanics, and Usage
Proofreading Marks
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 Key
Chapter 1: Self-Assessment—Nouns
Chapter 2: Self-Assessment—Pronouns
Chapter 3: Self-Assessment—Verbs
Chapter 4: Self-Assessment—Adjectives
Chapter 5: Self-Assessment—Adverbs
Chapter 6: Self-Assessment—Prepositions and Conjunctions
Chapter 7: Self-Assessment—Periods, Question Marks, and Exclamation Points
Chapter 8: Self-Assessment—Semicolons, Colons, and Commas
Chapter 9: Self-Assessment—Commas
Chapter 10: Self-Assessment—Dashes and Hyphens
Chapter 11: Self-Assessment—Quotation Marks, Parentheses, Ellipses, Underscores, and Italics
Chapter 12: Self-Assessment—Capitals and Abbreviations
Chapter 13: Self-Assessment—Numbers
Chapter 14: Self-Assessment—Vocabulary
Index
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