Excellence in Business Communication

by Thill, John V.; Bovee, Courtland L.

• ISBN13: 9780131870765
• ISBN10: 0131870769
• Edition: 7th
• Format: Paperback
• Copyright: 2007-01-01
• Publisher: Pearson College Div

Summary

This best-selling book captures the dynamics of business communication as no other on the market does. It presents the subject in a fascinating way, powerfully stimulating and motivating readers; this book gives the foundation for excellent, effective, and practical business communication. By offering "On the Job" simulations that feature actual companies, readers apply business communication concepts to real situations and sharpen their problem-solving skills. Incorporating a three-step approach to writing (planning, writing, and completing business messages), Excellence in Business Communicationcovers letters, memos, e-mail and other brief messages, reports and oral presentations, and employment messages (including resumes and application letters). With its helpful appendices and a "Handbook of Grammar, Mechanics, and Usage," this a must-have desk reference for anyone responsible for writing business letters, e-mail, memos, and reports.

Table of Contents

Preface	xv
PART I UNDERSTANDING THE FOUNDATIONS OF BUSINESS COMMUNICATION	1	(96)
Achieving Success Through Effective Business Communication	2	(34)
On the Job: Communicating at Six Apart	3	(1)
Achieving Success in Today's Competitive Environment	4	(7)
What Employers Expect from You	5	(1)
Characteristics of Effective Communication	6	(2)
Communication in Organizational Settings	8	(3)
Understanding Why Business Communication Is Unique	11	(3)
The Globalization of Business and the Increase in Workforce Diversity	11	(1)
The Increasing Value of Business Information	12	(1)
The Pervasiveness of Technology	12	(1)
The Evolution of Organizational Structures	12	(1)
The Growing Reliance on Teamwork	13	(1)
The Barriers to Effective Communication	13	(1)
Communicating More Effectively on the Job	14	(4)
Minimizing Distractions	15	(1)
Adopting an Audience-Centered Approach	15	(1)
Fine-Tuning Your Business Communication Skills	16	(1)
Giving---and Responding to---Constructive Feedback	16	(1)
Being Sensitive to Business Etiquette	17	(1)
Using Technology to Improve Business Communication	18	(6)
Keeping Technology in Perspective	19	(1)
Using Technological Tools Productively	19	(5)
Reconnecting with People Frequently	24	(1)
Making Ethical Communication Choices	24	(4)
Distinguishing Ethical Dilemmas from Ethical Lapses	25	(1)
Ensuring Ethical Communication	26	(2)
Applying What You've Learned	28
Practicing Ethical Communication
The High Cost of Failure	5	(15)
Powerful Tools for Communicating Efficiently	20	(8)
Document Makeover
Improve This Memo	28	(1)
On the Job: Solving Communication Dilemmas at Six Apart	29	(7)
Learning Objectives Checkup	30	(1)
Apply Your Knowledge	31	(1)
Practice Your Knowledge	32	(1)
Exercises	32	(2)
Expand Your Knowledge	34	(1)
Learn Interactively	34	(1)
Improve Your Grammar, Mechanics, and Usage	35	(1)
Communicating in Teams and Mastering Listening and Nonverbal Communication	36	(34)
On the Job: Communicating at The Container Store	37	(1)
Improving Your Performance in Teams	38	(9)
Advantages and Disadvantages of Teams	38	(2)
Collaborative Communication	40	(1)
Group Dynamics	41	(3)
Etiquette in Team Settings	44	(3)
Making Your Meetings More Productive	47	(8)
Preparing for Meetings	47	(1)
Leading and Participating in Meetings	48	(2)
Using Meeting Technologies	50	(5)
Improving Your Listening Skills	55	(4)
Recognizing Various Types of Listening	55	(1)
Understanding the Listening Process	56	(1)
Overcoming Barriers to Effective Listening	57	(2)
Improving Your Nonverbal Communication Skills	59
Recognizing Nonverbal Communication	60	(1)
Using Nonverbal Communication Effectively	61
Document Makeover
Improve This E-Mail Message	47	(15)
Sharpening Your Career Skills
Sending the Right Signals	62	(1)
On the Job: Solving Communication Dilemmas at The Container Store	63	(7)
Learning Objectives Checkup	64	(2)
Apply Your Knowledge	66	(1)
Practice Your Knowledge	66	(1)
Exercises	67	(1)
Expand Your Knowledge	68	(1)
Learn Interactively	68	(1)
Improve Your Grammar, Mechanics, and Usage	69	(1)
Communicating Interculturally	70	(27)
On the Job: Communicating at IBM	71	(1)
Understanding the Opportunities and Challenges of Intercultural Communication	72	(2)
The Opportunities in a Global Marketplace	72	(1)
Advantages of a Multicultural Workforce	72	(1)
The Challenges of Intercultural Communication	73	(1)
Enhancing Your Intercultural Sensitivity	74	(7)
Understanding the Concept of Culture	74	(1)
Overcoming Ethnocentrism and Stereotyping	74	(1)
Recognizing Cultural Variations	75	(6)
Improving Intercultural Communication Skills	81	(7)
Studying Other Cultures	81	(2)
Studying Other Languages	83	(1)
Respecting Preferences for Communication Style	84	(1)
Writing and Speaking Clearly	84	(4)
Listening Carefully	88	(1)
Using Interpreters, Translators, and Translation Software	88	(2)
Helping Others Adapt to Your Culture	90
Document Makeover
Improve This Letter	88	(1)
Using the Power of Technology
The Gist of Machine Translation	89	(1)
On the Job: Solving Communication Dilemmas at IBM	90	(7)
Learning Objectives Checkup	91	(2)
Apply Your Knowledge	93	(1)
Practice Your Knowledge	94	(1)
Exercises	94	(1)
Expand Your Knowledge	95	(1)
Learn Interactively	96	(1)
Improve Your Grammar, Mechanics, and Usage	96	(1)
PART II APPLYING THE THREE-STEP WRITING PROCESS	97	(104)
Planning Business Messages	98	(34)
On the Job: Communicating at the Complete Idiot's Guides	99	(1)
Understanding the Three-Step Writing Process	100	(2)
Optimizing Your Writing Time	101	(1)
Planning Effectively	101	(1)
Analyzing Your Situation	102	(3)
Defining Your Purpose	102	(1)
Developing an Audience Profile	103	(2)
Gathering Information	105	(2)
Uncovering Audience Needs	105	(1)
Providing Required Information	106	(1)
Selecting the Right Medium	107	(7)
Oral Media	107	(1)
Written Media	107	(2)
Electronic Media	109	(3)
Factors to Consider When Choosing Media	112	(2)
Organizing Your Information	114	(7)
Recognizing the Importance of Good Organization	114	(3)
Defining Your Main Idea	117	(1)
Limiting Your Scope	118	(1)
Choosing Between Direct and Indirect Approaches	119	(2)
Outlining Your Content	121	(1)
Document Makeover
Improve This Letter	121	(1)
Using the Power of Technology
Create and Collaborate with Powerful Outlining Tools	121	(4)
On the Job: Solving Communication Dilemmas at the Complete Idiot's Guides	125	(7)
Learning Objectives Checkup	126	(1)
Apply Your Knowledge	127	(1)
Practice Your Knowledge	128	(1)
Exercises	128	(2)
Expand Your Knowledge	130	(1)
Learn Interactively	131	(1)
Improve Your Grammar, Mechanics, and Usage	131	(1)
Writing Business Messages	132	(38)
On the Job: Communicating at Creative Commons	133	(1)
Bringing Your Ideas to Life	134	(1)
Adapting to Your Audience	134	(13)
Being Sensitive to Your Audience's Needs	135	(6)
Building Strong Relationships with Your Audience	141	(2)
Controlling Your Style and Tone	143	(4)
Composing Your Message	147	(8)
Choosing Strong Words	148	(3)
Creating Effective Sentences	151	(2)
Crafting Coherent Paragraphs	153	(2)
Using Technology to Compose and Shape Your Messages	155
Composing Effective E-Mail Messages	156	(4)
Shaping Your Documents with Word Processing Tools	160
Document Makeover
Improve This letter	142	(4)
Achieving Intercultural Communication
Communicating with a Global Audience on the Web	146	(16)
On the Job: Solving Communication Dilemmas at Creative Commons	162	(8)
Learning Objectives Checkup	163	(2)
Apply Your Knowledge	165	(1)
Practice Your Knowledge	165	(1)
Exercises	165	(3)
Expand Your Knowledge	168	(1)
Learn Interactively	168	(1)
Improve Your Grammar, Mechanics, and Usage	169	(1)
Completing Business Messages	170	(31)
On the Job: Communicating at Rolling Stone	171	(1)
Moving Beyond Your First Draft	172	(1)
Revising Your Message	172	(13)
Evaluating Your Content, Organization, Style, and Tone	174	(1)
Reviewing for Readability	175	(4)
Editing for Clarity and Conciseness	179	(4)
Using Technology to Revise Your Message	183	(2)
Producing Your Message	185	(6)
Adding Graphics, Sound, Video, and Hypertext	185	(1)
Designing for Readability	186	(4)
Using Technology to Produce Your Message	190	(1)
Proofreading Your Message	191	(1)
Distributing Your Message	192
Document Makeover
Improve This Letter	181	(12)
Sharpening Your Career Skills
Proofread Like a Pro to Create Perfect Documents	193	(1)
On the Job: Solving Communication Dilemmas at Rolling Stone	194	(7)
Learning Objectives Checkup	195	(1)
Apply Your Knowledge	196	(1)
Practice Your Knowledge	196	(1)
Exercises	197	(2)
Expand Your Knowledge	199	(1)
Learn Interactively	200	(1)
Improve Your Grammar, Mechanics, and Usage	200	(1)
PART III WRITING LETTERS, MEMOS, E-MAIL, AND INSTANT MESSAGES	201	(124)
Writing Routine and Positive Messages	202	(40)
On the Job: Communicating at Cone, Inc.	203	(1)
Using the Three-Step Writing Process for Routine and Positive Messages	204	(1)
Step 1: Plan Your Message	204	(1)
Step 2: Write Your Message	204	(1)
Step 3: Complete Your Message	204	(1)
Making Routine Requests	205	(6)
Strategy for Routine Requests	205	(2)
Common Examples of Routine Requests	207	(4)
Sending Routine Replies and Positive Messages	211	(4)
Strategy for Routine Replies and Positive Messages	213	(1)
Common Examples of Routine Replies and Positive Messages	214	(1)
Document Makeover
Improve This E-mail Message	215	(8)
Practicing Ethical Communication
What's Right to Write in a Recommendation Letter?	223	(6)
On the Job: Solving Communication Dilemmas at Cone, Inc.	229	(13)
Learning Objectives Checkup	230	(1)
Apply Your Knowledge	231	(1)
Practice Your Knowledge	232	(1)
Exercises	233	(1)
Expand Your Knowledge	234	(1)
Learn Interactively	234	(1)
Improve Your Grammar, Mechanics, and Usage	234	(1)
Cases	234	(8)
Writing Negative Messages	242	(42)
On the Job: Communicating at KPMG	243	(1)
Using the Three-Step Writing Process for Negative Messages	244	(2)
Step 1: Plan Your Message	244	(1)
Step 2: Write Your Message	245	(1)
Step 3: Complete Your Message	245	(1)
Developing Negative Messages	246	(9)
Choosing the Best Approach	246	(8)
Adapting to Your Audience	254	(1)
Maintaining High Standards of Ethics and Etiquette	255	(1)
Exploring Common Examples of Negative Messages	255	(1)
Sending Negative Messages on Routine Business Matters	255	(7)
Sending Negative Organizational News	262	(4)
Sending Negative Employment Messages	266
Document Makeover
Improve This Memo	255	(10)
Using the Power of Technology
Controlling Rumors Online	265	(5)
On the Job: Solving Communication Dilemmas at KPMG	270	(14)
Learning Objectives Checkup	271	(2)
Apply Your Knowledge	273	(1)
Practice Your Knowledge	273	(1)
Exercises	274	(1)
Expand Your Knowledge	275	(1)
Learn Interactively	275	(1)
Improve Your Grammar, Mechanics, and Usage	275	(1)
Cases	276	(8)
Writing Persuasive Messages	284	(41)
On the Job: Communicating at Mark Burnett Productions	285	(1)
Using the Three-Step Writing Process for Persuasive Messages	286	(5)
Step 1: Plan Your Message	286	(4)
Step 2: Write Your Message	290	(1)
Step 3: Complete Your Message	291	(1)
Developing Persuasive Business Messages	291	(10)
Strategies for Persuasive Business Messages	292	(6)
Common Examples of Persuasive Business Messages	298	(3)
Developing Marketing and Sales Messages	301
Strategies for Marketing and Sales Messages	301	(8)
Common Examples of Marketing and Sales Messages	309
Document Makeover
Improve This E-mail Message	299	(8)
Using the Power of Technology
The Power and Persuasion of Interactive Sales Tools	307	(3)
On the Job: Solving Communication Dilemmas at Mark Burnett Productions	310	(15)
Learning Objectives Checkup	312	(1)
Apply Your Knowledge	313	(1)
Practice Your Knowledge	313	(1)
Exercises	314	(1)
Expand Your Knowledge	315	(1)
Learn Interactively	315	(1)
Improve Your Grammar, Mechanics, and Usage	315	(1)
Cases	316	(9)
PART IV PREPARING REPORTS AND ORAL PRESENTATIONS	325
Planning Reports and Proposals	326	(44)
On the Job: Communicating at Toyota Scion	327	(1)
Applying the Three-Step Writing Process to Reports and Proposals	328	(5)
Analyzing the Situation	329	(1)
Gathering Information	330	(1)
Selecting the Right Medium	330	(1)
Organizing Your Information	331	(2)
Supporting Your Messages with Reliable Information	333	(16)
Planning Your Research	334	(1)
Locating Data and Information	335	(11)
Using Your Research Results	346	(3)
Planning Informational Reports	349	(5)
Planning Analytical Reports	354	(6)
Planning Proposals	360
Document Makeover
Improve This Report	346	(4)
Sharpening Your Career Skills
Creating an Effective Business Plan	350	(12)
On the Job: Solving Communication Dilemmas at Toyota Scion	362	(8)
Learning Objectives Checkup	364	(1)
Apply Your Knowledge	365	(1)
Practice Your Knowledge	366	(1)
Exercises	366	(2)
Expand Your Knowledge	368	(1)
Learn Interactively	368	(1)
Improve Your Grammar, Mechanics, and Usage	369	(1)
Writing Reports and Proposals	370	(44)
On the Job: Communicating at OMD Worldwide	371	(1)
Crafting Reports and Proposals	372	(1)
Adapting to Your Audience	372	(2)
Composing Reports and Proposals	374	(12)
Drafting Report Content	377	(3)
Drafting Proposal Content	380	(5)
Establishing a Consistent Time Perspective	385	(1)
Helping Readers Find Their Way	385	(1)
Using Technology to Craft Reports and Proposals	386	(2)
Illustrating Your Reports with Effective Visuals	388
Selecting the Right Visuals	389	(9)
Designing Effective Visuals	398	(3)
Verifying the Quality and Integrity of Your Visuals	401
Document Makeover
Improve This Policy Report	387	(16)
Practicing Ethical Communication
Distorting the Data	403	(1)
On the Job: Solving Communication Dilemmas at OMD Worldwide	403	(11)
Learning Objectives Checkup	405	(1)
Apply Your Knowledge	406	(1)
Practice Your Knowledge	406	(1)
Exercises	407	(3)
Expand Your Knowledge	410	(1)
Learn Interactively	410	(1)
Improve Your Grammar, Mechanics, and Usage	410	(1)
Cases	411	(3)
Completing Reports and Proposals	414	(124)
On the Job: Communicating at the Bill and Melinda Gates Foundation	415	(1)
Putting the Final Touches on Reports and Proposals	416	(1)
Revising Your Reports and Proposals	416	(1)
Producing Your Reports and Proposals	416	(24)
Components of a Formal Report	417	(21)
Components of a Formal Proposal	438	(2)
Proofreading Your Reports and Proposals	440	(98)
Applying and Interviewing for Employment	538
On the Job: Communicating at Google	539	(1)
Writing Application Letters and Other Employment Messages	540	(6)
Application Letters	540	(5)
Application Follow-Ups	545	(1)
Understanding the Interviewing Process	546	(4)
The Typical Sequence of Interviews	547	(1)
Common Types of Interviews	547	(1)
What Employers Look For in an Interview	548	(1)
Preemployment Testing	549	(1)
Preparing for a Job Interview	550	(7)
Learn About the Organization	551	(1)
Think Ahead About Questions	551	(3)
Bolster Your Confidence	554	(1)
Polish Your Interview Style	554	(1)
Plan to Look Good	555	(1)
Be Ready When You Arrive	556	(1)
Interviewing for Success	557	(4)
The Warm-Up	557	(1)
The Question-and-Answer Stage	558	(2)
The Close	560	(1)
Interview Notes	561	(1)
Following Up After the Interview	561
Thank-You Message	562	(1)
Message of Inquiry	562	(1)
Request for a Time Extension	563	(1)
Letter of Acceptance	563	(1)
Letter Declining a Job Offer	564	(1)
Letter of Resignation	565
Sharpening Your Career Skills
Make Sure You Don't Talk Yourself Right out of a Job	558	(5)
Document Makeover
Improve This Letter	563	(3)
On the Job: Solving Communication Dilemmas at Google	566
Learning Objectives Checkup	567	(1)
Apply Your Knowledge	568	(1)
Practice Your Knowledge	568	(1)
Exercises	569	(1)
Expand Your Knowledge	570	(1)
Learn Interactively	570	(1)
Improve Your Grammar, Mechanics, and Usage	571	(1)
Cases	571
Appendix A: Format and Layout of Business Documents	1	(20)
Appendix B: Documentation of Report Sources	21	(6)
Appendix C: Correction Symbols	27
Video Guide and Exercises	1	(1)
Handbook of Grammar, Mechanics, and Usage	1	(1)
Answer Keys	1	(1)
References	1	(1)
Acknowledgments	1	(1)
Organization/Brand/Company Index	1	(4)
Subject Index	5