Communicating for Results A Canadian Student's Guide

by Meyer, Carolyn

• ISBN13: 9780195418071
• ISBN10: 0195418077
• Edition: Student
• Format: Paperback
• Copyright: 2006-11-09
• Publisher: Oxford University Press

Summary

In today's fast-paced, multi-tasking work environments, successful communication means more than getting the message across: it means getting noticed and getting results. Communicating for Results: A Canadian Student's Guide offers practical, classroom-tested instruction not only in grammar but in the rhetorical techniques and persuasive strategies that students need to become effective writers and speakers. Its hands-on, skills-based approach uses models, organizational plans, workshops, discussion forums, quick-reference guides, and checklists to simplify the writing process while banishing writer's block and easing fears about public speaking. Designed to make effective communication achievable in even the most demanding workplace environment, Communicating for Results is equally suitable for classroom use and personal desktop reference.

Author Biography

Carolyn Meyer teaches in the Department of Professional Communication at Ryerson University

Table of Contents

Introduction	xi
Getting The Message Across	1	(22)
Business Communication as a Path to Success	1	(1)
The Communication Process	2	(5)
Elements of the Communication Process	3	(1)
Barriers to Effective Communication	4	(1)
Non-Verbal Communication	5	(2)
Communicating in Organizations	7	(3)
Internal and External Communication	7	(1)
Essential Skills for Workplace Communication	7	(1)
Informal and Formal Channels	8	(1)
The Flow of Information	9	(1)
Ethical Communication	10	(4)
Ethics and Legal Responsibilities of Business Communication	10	(1)
Ethical Lapses and Why They Happen	11	(3)
Cross-Cultural Communication	14	(4)
Communicating in a Global Economy	14	(1)
Diversity in the Workplace	14	(1)
Communicating with an International Audience	14	(2)
Understanding Cultural Differences	16	(1)
High- and Low-Context Communication Styles	17	(1)
Workshops and Discussion Forums	18	(1)
Writing Improvement Exercises	19	(2)
Online Activities	21	(2)
Getting Started: Planning and Writing Business Messages	23	(21)
Steps in the Writing Process	23	(16)
Message Planning	24	(1)
Prewriting	24	(8)
Organizing and Outlining	32	(1)
Drafting	33	(3)
Revising and Editing	36	(3)
Collaborative Writing	39	(1)
Workshops and Discussion Forums	40	(2)
Writing Improvement Exercises	42	(1)
Online Activities	43	(1)
Business Style: Word Choice, Conciseness, and Tone	44	(32)
Word Choice	45	(9)
Plain Style	45	(1)
Word Choice Step 1: Use Familiar Words	46	(3)
Word Choice Step 2: Use Language that is Fresh and Current	49	(2)
Word Choice Step 3: Keep Language Specific, Precise, and Functional	51	(2)
Word Choice Step 4: Practise Factual and Ethical Communication	53	(1)
Achieving Conciseness	54	(7)
Tone	61	(9)
Tune into Word Connotations	61	(1)
Keep Your Style Conversational	62	(1)
Select the Right Level of Formality: Personal and Impersonal Style	62	(1)
Be Positive	63	(1)
Stress Reader Benefits and Relevance	64	(1)
Be Polite	65	(1)
Use Inclusive Language	66	(2)
Write with Confidence	68	(2)
Discussion Forum and Workshop	70	(1)
Writing Improvement Exercises	71	(3)
Online Activities	74	(2)
Recognize the Need for Plain, Precise, and Current Language	74	(1)
Identify Strategies for Concise Messaging	75	(1)
Create Constructive, Inclusive, Reader-Oriented Messages	75	(1)
Business Style: Sentences and Paragraphs	76	(33)
Effective Sentences	76	(21)
The Building Blocks of Complete Sentences---Phrases and Clauses	77	(1)
Types of Sentences	78	(2)
Improving Sentence Variety and Length	80	(1)
Phrasing Basic Types of Questions	81	(1)
Improving Sentence Clarity	82	(1)
Writing with Consistency	83	(1)
Writing Balanced Sentences: Parallel Structure	84	(1)
Writing for Emphasis	85	(4)
Applying Active and Passive Voice	89	(3)
Eliminating Grammar Errors and Awkwardness	92	(5)
Effective Paragraphs	97	(4)
Paragraph Length	97	(1)
Topic Sentences	97	(1)
Paragraph Development	98	(1)
Paragraph Coherence	98	(3)
Proofreading	101	(2)
Workshop and Discussion Forum	103	(1)
Writing Improvement Exercises	103	(4)
Recognize the Building Blocks of Sentences	103	(1)
Improve Sentence Variety by Matching Sentence Style and Length to Purpose	103	(1)
Phrase Basic Types of Questions Effectively	104	(1)
Improve Sentence Clarity	104	(1)
Emphasize Important Facts and Ideas; Minimize Less Important Ones	104	(1)
Use Parallelism and Other Techniques to Write with Consistency and Impact	105	(1)
Distinguish Between Active and Passive Voice	105	(1)
Eliminate Sentence Errors that Impair Clarity and Unity	106	(1)
Develop Logical, Coherent, and Focused Paragraphs	106	(1)
Apply Strategies for Proofreading Different Kinds of Messages	107	(1)
Online Activities	107	(2)
Recognize Types of Sentences and the Building Blocks of Sentences	107	(1)
Use Parallelism to Write with Consistency and Impact	107	(1)
Eliminate Sentence Errors that Impair Sentence Clarity and Unity	107	(1)
Develop Logical, Coherent, and Focused Paragraphs	108	(1)
Memorandums, E-mail, and Routine Messages	109	(28)
Memorandums	109	(7)
Memo Format	110	(1)
Memo Organization	111	(1)
Formatting Lists for Memos and E-mail	112	(3)
Paper Memo vs. E-mail	115	(1)
E-mail	116	(14)
General E-mail Guidelines	117	(2)
Reading and Processing Incoming Messages	119	(1)
Formatting and Writing E-mail	120	(2)
Replying to E-mail	122	(1)
E-mail Style and Tone	122	(1)
Routine Messages: Positive and Informative Memos and E-mail	123	(2)
Routine Messages: Request Memos and E-mail	125	(2)
Routine Messages: Reply Memos and E-mail	127	(1)
Goodwill E-mail Messages	128	(1)
Follow-up Memos and E-mail	129	(1)
Instant Messaging (IM)	130	(1)
Workshops and Discussion Forums	131	(1)
Writing Improvement Exercises	132	(1)
Recognize the Nature and Characteristics of Memos and E-mail	132	(1)
Format Horizontal and Vertical Lists for Clarity and Conciseness	133	(1)
Eliminate Common Problems and Dubious Practices in E-mails	133	(1)
Develop Correct E-mail Style and Tone	133	(1)
Writing Cases	133	(3)
Write Memorandums and E-mails that Inform, Request and Respond, Follow Up, and Convey Goodwill	133	(3)
Online Activities	136	(1)
Recognize the Nature and Characteristics of Memos	136	(1)
Recognize Steps in Processing and Managing E-mail	136	(1)
Routine and Goodwill Messages	137	(37)
Direct Writing Plan	137	(1)
Three-Step Writing Plan for Direct-Approach Messages	138	(1)
Requests	138	(7)
Asking for Information, Credit, and Action	139	(1)
Ineffective Information Request	139	(1)
Improved Information Request	140	(1)
Order Requests	141	(1)
Sample Order Request (in Simplified Style)	141	(1)
Claim Letters	142	(1)
Ineffective Claim	143	(1)
Effective Claim	144	(1)
Responses	145	(7)
Information Response	146	(1)
Ineffective Information Response	146	(1)
Effective Information Response	147	(1)
Personalized Form Letters	148	(1)
Sample Form Letter	148	(1)
Order Acknowledgement	149	(1)
Claims Adjustment	150	(1)
Ineffective Claim Response	150	(1)
Effective Claim Response	151	(1)
Goodwill Messages	152	(4)
Thank-You Letters	153	(1)
Appreciation for Business	153	(1)
Appreciation for Hospitality	154	(1)
Appreciation for Service or Favour	154	(1)
Letter of Congratulations	155	(1)
Letter of Sympathy	155	(1)
Informative Letters	156	(2)
Announcements	156	(1)
Cover or Transmittal Letters	157	(1)
Letter Formats	158	(7)
Letter Balance and Placement	158	(1)
Letter Styles and Layouts	158	(2)
Letter Elements	160	(4)
Putting the Elements Together	164	(1)
Addressing Envelopes	165	(1)
Workshops and Discussion Forums	165	(5)
Writing Improvement Exercises	170	(1)
Writing Cases	171	(2)
Online Activities	173	(1)
Delivering Unfavourable News	174	(29)
Tone in Bad News Messages	175	(1)
Subject Lines and Complimentary Closes	176	(1)
Organizing Bad News Messages	176	(1)
Direct Writing Plan for Bad News Messages	177	(2)
Using the Direct Writing Plan	177	(1)
Ineffective Direct Approach Message	178	(1)
Effective Direct Approach Message	178	(1)
Limitations of the Direct Approach	178	(1)
Indirect Writing Plan for Bad News Messages	179	(7)
Using the Indirect Approach	179	(1)
Bad News Buffers	179	(2)
Explaining the Bad News	181	(1)
Revealing the Bad News	181	(1)
Goodwill Closing	182	(1)
Indirect Approach Message	183	(1)
Limitations of the Indirect Strategy	184	(1)
Apologies in Bad News Messages	185	(1)
Types of Bad New Messages	186	(12)
Refusing Requests for Information, Actions, and Favours	186	(2)
Refusing Claims	188	(1)
Ineffective Claim Refusal	189	(1)
Effective Claim Refusal	190	(1)
Refusing Credit	190	(1)
Ineffective Credit Refusal	191	(1)
Effective Credit Refusal	192	(1)
Turning Down Job Applicants	192	(1)
Ineffective Employment Refusal	193	(1)
Effective Employment Refusal	194	(1)
Announcing Bad News to Employees	194	(1)
Declining Invitations	195	(1)
Ineffective Refusal of Invitation	196	(1)
Effective Refusal of Invitation	196	(2)
Workshop and Discussion Forum	198	(1)
Writing Improvement Exercises	198	(1)
Writing Cases	199	(3)
Online Activities	202	(1)
Understand the Nature of Bad News Messages	202	(1)
Organize Bad News Messages Using the Indirect Writing Approach	202	(1)
Write Indirect Approach Messages	202	(1)
Persuasive Messages	203	(30)
Writing Persuasively	203	(5)
Preparing to Write Persuasively	204	(1)
Persuasive Appeals	205	(2)
Indirect Writing Plan for Persuasive Messages	207	(1)
Types of Persuasive Messages	208	(10)
Favour and Action Requests	208	(1)
Ineffective Favour Request	208	(1)
Effective Favour Request	209	(1)
Persuasive Memos	210	(1)
Ineffective Persuasive Memo	211	(1)
Effective Persuasive Memo	211	(1)
Persuasive Memo II	212	(1)
Claim Requests	213	(1)
Ineffective Persuasive Claim	214	(1)
Effective Persuasive Claim	215	(1)
Collection Letters	216	(1)
Sample Collection Reminder Letter	216	(1)
Sample Collection Inquiry Letter	217	(1)
Sample Collection Demand Letter	218	(1)
Sales Messages	218	(9)
Aiming to Make a Sale: Analyzing the Product and Audience	219	(1)
Writing Plan for Sales Letters	220	(2)
Ineffective Sales Message	222	(1)
Effective Sales Message	222	(2)
Effective Sales Message II	224	(1)
Sales Follow-Up	224	(2)
Fundraising Messages	226	(1)
Workshops and Discussion Forums	227	(1)
Writing Improvement Exercises	228	(1)
Writing Cases	229	(3)
Online Activities	232	(1)
Communicating for Employment	233	(43)
Analyzing Your Career Goals and Qualifications	233	(2)
Assessing Your Skills and Values	233	(1)
Assessing Your Work Preferences and Personality	234	(1)
Assessing Your Work History	234	(1)
Job-Hunting	235	(2)
Writing Persuasive Resumes	237	(18)
How Employers Use Resumes	237	(1)
Resume Writing Style	237	(1)
Parts of a Standard Resume	238	(5)
Resume Length	243	(1)
Resume Styles and Layouts	243	(6)
Preparing a Scannable Resume	249	(3)
Preparing an E-mail Resume	252	(3)
Preparing a Persuasive Application Letter	255	(7)
General Tips for Cover Letters	255	(1)
Solicited Application Letters	256	(3)
Unsolicited Application Letters	259	(2)
E-mail Cover Letters	261	(1)
Job Application Round-up---Some Additional Tips	261	(1)
Job Interviews	262	(3)
Before the Interview	262	(2)
At the Interview	264	(1)
After the Interview	265	(1)
Preparatory and Follow-Up Employment Messages	265	(2)
Checklists for Resumes and Cover Letters	267	(3)
Workshops and Discussion Forums	270	(2)
Writing Improvement Exercises	272	(2)
Online Activities	274	(2)
Informal Reports	276	(35)
Introduction to Report-Writing	276	(16)
Factors in Successful Reports	277	(1)
Informal vs. Formal Reports	278	(1)
Distinguishing Features of Short Reports	279	(1)
Direct and Indirect Approaches	280	(1)
Writing Style for Short Reports	281	(1)
Headings	282	(1)
Steps in the Writing Process	283	(4)
Elements of Informal Reports	287	(1)
Commonly Used Short Reports	288	(3)
Informal Report: Sample Progress Report	291	(1)
Using Graphics and Visuals	292	(14)
Workshops and Discussion Forums	306	(1)
Writing Improvement Exercises	306	(3)
Writing Cases	309	(1)
Online Activities	310	(1)
Proposals and Formal Reports	311	(48)
Proposals	311	(9)
Elements of Informal Proposals	312	(1)
Elements of Formal Proposals	313	(3)
Writing Style for Proposals	316	(1)
Sample Informal Proposal	316	(1)
Common Mistakes in Writing Proposals	316	(4)
Researching and Collecting Data	320	(4)
Formal Reports	324	(6)
Preparing to Write Formal Reports	324	(2)
Writing Style for Formal Reports	326	(1)
Creating a Work Plan	326	(1)
Sample Work Plan	327	(2)
Time Management	329	(1)
Peer-Reviewing and Team Writing	329	(1)
Elements of Formal Reports	330	(25)
Front Matter	330	(2)
Body of the Report	332	(1)
Back Matter	333	(1)
APA Documentation---Parenthetical In-Text Citations	334	(1)
APA Documentation---References-Page Entries	335	(1)
MLA Documentation---Parenthetical In-Text Citations	336	(1)
MLA Documentation---Works Cited Entries	337	(2)
Sample Formal Report	339	(16)
Workshops and Discussion Forums	355	(1)
Writing Improvement Exercises	356	(1)
Writing Cases	357	(1)
Online Activities	358	(1)
Oral Communication	359	(36)
Oral Presentations	359	(20)
Types of Oral Presentations	360	(1)
Analyzing the Situation and Audience	360	(1)
Structuring Presentations	361	(1)
Developing a Three-Part Presentation	362	(2)
Oral Presentation Outline	364	(1)
Using Audiovisual Aids	365	(1)
Types of Presentation Aids	366	(1)
Ineffective Transparency	367	(1)
Effective Transparency	368	(2)
Designing a PowerPoint Presentation	370	(1)
Sample PowerPoint Slide	371	(1)
Methods of Delivery	371	(1)
Rehearsing a Presentation	372	(2)
Delivering a Presentation	374	(1)
Handling Questions	375	(2)
Team-Based Presentations	377	(1)
Special-Occasion Presentations	377	(2)
Organizing and Managing Meetings	379	(8)
Types of Meetings	380	(1)
Preparing for a Meeting	380	(2)
Sample Meeting Agenda	382	(1)
Conducting a Meeting	383	(2)
Meeting Minutes	385	(1)
Groupware-Supported Meetings	386	(1)
Communicating by Telephone	387	(2)
Making Calls	387	(1)
Receiving Calls	388	(1)
Using Voice Mail Productively	389	(1)
Dealing with the Media	389	(2)
Workshops and Discussion Forums	391	(1)
Exercises	392	(2)
Online Activities	394	(1)
Appendix A: Business Usage---A Style and Mechanics Guide	395	(30)
Usage: Differentiating Commonly Confused Words	396	(20)
Usage Exercise	415	(1)
Abbreviations and Acronyms	416	(2)
Abbreviations	416	(1)
Acronyms	417	(1)
Numbers	418	(2)
Number Usage Exercise	419	(1)
Capitalization	420	(2)
Capitalization Exercises	422	(1)
Usage-Related Internet Sources	422	(1)
Salutations and Complimentary Closes: A User's Guide	423	(1)
Opening Greetings for E-mail	423	(1)
Closers for E-mail	423	(1)
Complimentary Closes for Standard Letters	424	(1)
Standard Phrases and Their Plain-Language Alternatives: A Quick-Reference Table	424	(1)
Appendix B: Grammar Handbook	425	(20)
Subject-Verb Agreement	425	(5)
S Rule for Third-Person Agreements	425	(1)
Finding the Simple Subject	425	(1)
Compound Subjects	426	(1)
Joining Words Not Equivalent to And	426	(1)
Collective Nouns as Subjects	426	(1)
Singular Subjects in Plural Form	427	(1)
Amounts and Units of Measurement as Subjects	427	(1)
Titles, Terms, and Organization Names as Subjects	427	(1)
Sentences Beginning with Here and There	427	(1)
Subjects and Linking Verbs	428	(1)
Either . . . Or Sentences	428	(1)
Pronoun Subjects: Anyone, Everyone, Someone, Each, Either, Any, None, Some	428	(1)
Antecedents of That, Which, and Who as Subjects	428	(1)
Verb Agreement and the Phrases one of the . . . , one of the . . . who, and the only one of the . . . who	429	(1)
Exercise: Subject-Verb Agreement	429	(1)
Verb Tense Accuracy	430	(1)
Sequencing Past Tenses	431	(1)
Shifts in Verb Tense	431	(1)
Other Verb Problems
Speculating About the Future, Making Recommendations, or Expressing Wishes	431	(1)
Speculating About the Past: Appropriate Use of Could, Would	432	(1)
Emphasizing a Main Verb with Do	432	(1)
Using Passive-Voice Constructions	432	(2)
Criteria for Choosing Between the Active and Passive Voice	433	(1)
Avoiding Logically Mismatched Subjects and Verbs (Faulty Predication)	434	(1)
Using Similar Phrasing for Items in a Series (Parallelism)	434	(1)
Parallelism Exercise	435	(1)
Making Comparisons Clear and Logical (Sentences with Than or As)	435	(1)
Using Pronouns with Precision	436	(1)
Avoiding Vague References	436	(1)
Knowing When to Use I versus Me	436	(1)
Pronoun Exercises	437	(1)
Correcting Modifier Mishaps	437	(2)
Reigning in Misplaced Modifiers	437	(1)
Rescuing Dangling Modifiers	438	(1)
Modifying Phrase: Doer/Actor + Complete Verb	438	(1)
Modifier Exercises	439	(1)
Comma Usage	439	(1)
Other Forms of Punctuation	440	(4)
Semicolons and Colons	440	(1)
Apostrophes	441	(1)
Periods	442	(1)
Question Marks	442	(1)
Parentheses	442	(1)
Dashes	443	(1)
Quotation Marks	443	(1)
Punctuation Exercises	443	(1)
Internet Resources: Grammar, Style, and ESL Guides	444	(1)
Index	445