Workplace Communication Process and Product

by Gerson, Steven M.; Gerson, Sharon J.

• ISBN13: 9780132288088
• ISBN10: 0132288087
• Edition: 1st
• Format: Paperback
• Copyright: 2006-08-29
• Publisher: Pearson

Summary

Workplace Communication: Process and Product provides you with the tools you will need to communicate effectively in the workplace in both written and oral formats. The text includes: Thorough Coverage of Communication Topics: All major communication channels, such as memos, letters, short reports, long reports/proposals, instructions, technical descriptions, resumes, and emerging electronic communication options, Issues of audience diversity, multiculturalism, and ethics, Strategies for everyday oral communication, informal oral presentations, and formal oral presentations, including PowerPoint use, Standards for APA and MLA documentation. Special Chapter Features: Communication at Work scenarios, Writer's Insight boxes, The Writing Process at Work features, Before and After examples, Document and Process checklists, Developing Workplace Skills exercises. Book jacket.

Table of Contents

An Introduction to Workplace Communication	p. 1
Objectives	p. 1
Communication at Work	p. 1
What is Workplace Communication?	p. 2
Using Different Communication Channels	p. 3
Why is Workplace Communication Important?	p. 4
The Importance of Workplace Communication When Operating a Business	p. 5
The Amount of Time Communicating on the Job	p. 5
The Cost of Communicating	p. 5
The Importance of Building Interpersonal and Business Relationships	p. 6
The Use of Workplace Communication to Develop a Corporate Image and Accountability	p. 6
The Importance of Collaboration in the Workplace	p. 7
Why Teamwork Is Important	p. 7
Strategies for Successful Collaboration	p. 8
How Can You Communicate Effectively in the Workplace?	p. 9
The Writing Process: An Overview	p. 9
Prewriting	p. 10
Writing	p. 11
Rewriting	p. 14
The Writing Process at Work	p. 15
Prewriting	p. 15
Writing	p. 16
Rewriting	p. 17
Writing Process Checklist	p. 19
Developing Workplace Skills	p. 20
Case Studies	p. 20
Individual and Team Projects	p. 22
Problem Solving Think Pieces	p. 23
Web Workshop	p. 25
Essential Goals of Successful Workplace Communication	p. 26
Objectives	p. 26
Communication at Work	p. 26
Adding Information to Achieve Clarity	p. 28
Answering the Reporter's Questions	p. 28
Providing Specificity	p. 28
Deleting Dead Words and Phrases to Achieve Conciseness	p. 30
Limiting Sentence Length	p. 31
Deleting "Be" Verbs	p. 31
Using Active Voice Versus Passive Voice	p. 33
Deleting the Expletive Pattern	p. 34
Omitting Redundancy	p. 34
Avoiding Shun Words	p. 35
Avoiding Camouflaged Words	p. 35
Limiting Prepositional Phrases	p. 36
Simplifying Words for Conciseness and Easier Understanding	p. 36
Achieving Accuracy in Workplace Communication	p. 38
Proofreading Your Workplace Communication	p. 39
Achieving Audience Recognition and Involvement	p. 39
Knowledge of the Subject Matter	p. 40
Defining Terms for Different Audiences	p. 41
Achieving Successful Written Communication in a Multicultural and Cross-Cultural Environment	p. 42
Define Acronyms and Abbreviations	p. 43
Distinguish Nouns from Verbs	p. 43
Watch for Cultural Biases and Expectations	p. 43
Avoid Humor and funs	p. 43
Avoid Figurative Language	p. 43
Be Careful with Numbers, Measurements, Dates, and Time	p. 44
Avoiding Biased Language	p. 45
Ageist Language	p. 45
Biased Language about People with Disabilities	p. 46
Sexist Language	p. 47
Achieving Audience Involvement	p. 49
Involve Your Audience with "You Usage"	p. 50
Audience Checklist	p. 51
Achieving Ethical Communication in the Workplace	p. 51
Why Business Ethics Are Important	p. 52
Strategies for Ethical Workplace Communication	p. 52
Developing Workplace Skills	p. 56
Case Studies	p. 56
Individual and Team Projects	p. 58
Problem Solving Think Pieces	p. 62
Web Workshop	p. 64
Visual Communication: Page Layout and Graphics	p. 65
Objectives	p. 65
Communication at Work	p. 65
The Importance of Visual Communication	p. 66
The Workplace Communication Context	p. 66
Clarity of Content	p. 66
Damages and Dangers	p. 67
Corporate Identity	p. 67
Achieving Effective Page Layout	p. 67
Headings and Talking Headings	p. 61
Chunking	p. 69
Order	p. 69
Access	p. 70
Variety	p. 71
Communicating with Graphics	p. 73
The Importance of Graphics	p. 73
Conciseness	p. 73
Clarity	p. 73
Traits of Effective Visual Aids	p. 73
Types of Graphics	p. 76
Tables	p. 76
Criteria for Effective Tables	p. 77
Figures	p. 77
Criteria for Effective Figures	p. 78
Page Layout and Graphics Checklist	p. 89
Developing Workplace Skills	p. 90
Case Studies	p. 90
Individual and Team Projects	p. 92
Problem Solving Think Pieces	p. 94
Web Workshop	p. 95
Correspondence: Memos and Letters	p. 96
Objectives	p. 96
Communication at Work	p. 96
The Differences Between Memos and Letters	p. 97
Memos	p. 97
Reasons for Writing Memos	p. 97
Criteria for Writing Memos	p. 99
Sample Memos	p. 101
Memo Checklist	p. 103
Letters	p. 104
Reasons for Writing Letters	p. 104
Essential Components of Letters	p. 104
Optional Components of Letters	p. 106
Formatting Letters	p. 107
Criteria for Different Types of Letters	p. 111
Letter of Inquiry	p. 111
Cover (Transmittal) Letters	p. 113
Complaint Letters	p. 116
Adjustment Letters	p. 118
Sales Letters	p. 120
Letters Checklist	p. 124
The Writing Process at Work	p. 124
Prewriting	p. 125
Writing	p. 125
Rewriting	p. 126
Developing Workplace Skills	p. 129
Case Studies	p. 129
Individual and Team Projects	p. 130
Problem Solving Think Pieces	p. 131
Web Workshop	p. 132
Electronic Communication	p. 133
Objectives	p. 133
Communication at Work	p. 133
Overview: The Importance of Electronic Communication	p. 134
The Characteristics of Online Communication	p. 135
Why is E-Mail Important?	p. 135
Techniques for Writing Effective E-Mail Messages	p. 136
Organizing and Writing E-Mail Messages	p. 138
Samples of E-Mail Messages	p. 139
E-Mail Checklist	p. 140
Instant Messaging	p. 141
Benefits of Instant Messaging	p. 141
Challenges of Instant Messaging	p. 141
Techniques for Successful Instant Messaging	p. 142
Blogging for Business	p. 142
Blogging: A Definition	p. 143
Ten Reasons for Blogging	p. 143
Ten Guidelines for Effective Corporate Blogging	p. 144
Web Sites	p. 145
Criteria for a Successful Web Site	p. 146
Web Site Usability Checklist	p. 148
Online Help	p. 149
Online Help: A Definition	p. 149
Techniques for Writing Effective Online Help	p. 150
The Writing Process at Work	p. 151
Prewriting	p. 151
Writing	p. 152
Rewriting	p. 153
Developing Workplace Skills	p. 156
Case Studies	p. 156
Individual and Team Projects	p. 158
Problem Solving Think Pieces	p. 160
Web Workshop	p. 160
Short Reports	p. 162
Objectives	p. 162
Communication at Work	p. 162
Reasons for Writing Short Reports	p. 163
Criteria for Writing Short Reports	p. 163
Organizing Short Reports	p. 163
Types of Short Reports	p. 165
Trip Report	p. 166
Progress Report	p. 167
Feasibility/Recommendation Report	p. 170
Incident Report	p. 177
Short Report Checklist	p. 181
The Writing Process at Work	p. 181
Prewriting	p. 182
Writing	p. 182
Rewriting	p. 182
Developing Workplace Skills	p. 187
Case Studies	p. 187
Individual and Team Projects	p. 190
Problem Solving Think Pieces	p. 191
Web Workshop	p. 193
Proposals and Long Reports	p. 194
Objectives	p. 194
Communication at Work	p. 194
Long Reports	p. 195
Types of Proposals	p. 196
Internal Proposals	p. 196
External Proposals	p. 196
Common Proposal Terms	p. 196
Components of a Proposal	p. 196
Title Page	p. 197
Cover Letter (or Memo)	p. 197
Table of Contents	p. 197
List of Illustrations	p. 199
Abstract	p. 199
Executive Summary	p. 201
Introduction	p. 201
Discussion	p. 202
Conclusion/Recommendations	p. 202
Glossary	p. 204
Works Cited (or References)	p. 204
Appendix	p. 204
Proposal Checklist	p. 205
Researching Information for Long Reports and Proposals	p. 206
Books	p. 206
Periodicals	p. 207
Indexes to General, Popular Periodicals	p. 207
Indexes to Specialized, Scholarly, or Technical Periodicals	p. 208
The Internet	p. 208
Directories	p. 208
Search Engines	p. 209
Metasearch Engines	p. 209
Possible Problems with Internet Research	p. 210
Ethics and Plagiarism	p. 210
Citing Sources	p. 211
Parenthetical Source Citations	p. 211
The Writing Process at Work	p. 213
Prewriting	p. 213
Writing	p. 213
Rewriting	p. 214
Sample Internal Proposal	p. 215
Developing Workplace Skills	p. 230
Case Studies	p. 230
Individual and Team Projects	p. 231
Problem Solving Think Pieces	p. 232
Web Workshop	p. 232
Technical Applications	p. 233
Objectives	p. 233
Communication at Work	p. 233
Purpose of Technical Descriptions and Instructions	p. 234
Criteria for Writing Technical Descriptions	p. 234
Title	p. 234
Overall Organization	p. 234
Internal Organization	p. 235
Development	p. 235
Word Usage	p. 235
Uses of Technical Descriptions	p. 236
User Manuals	p. 236
Product Demand Specifications	p. 236
Study Report	p. 236
Sales Literature	p. 237
Technical Description Checklist	p. 238
Reasons for Writing Instructions	p. 238
Criteria for Writing Instructions	p. 238
Title Your Instructions	p. 238
Organize Your Instructions	p. 239
Use Graphics to Highlight Steps	p. 240
Techniques for Writing Effective Instructions	p. 240
Sample Instructions	p. 241
Instructions Checklist	p. 246
The Writing Process at Work	p. 247
Prewriting	p. 247
Writing	p. 247
Rewriting	p. 247
Developing Workplace Skills	p. 251
Case Study	p. 251
Individual and Team Projects	p. 252
Problem Solving Think Pieces	p. 253
Web Workshop	p. 254
The Job Search	p. 256
Objectives	p. 256
Communication at Work	p. 256
How to Find Job Openings	p. 257
Visit Your College or University Job Placement Center	p. 257
Attend a Job Fair	p. 257
Talk to Your Instructors	p. 257
Network with Friends and Past Employers	p. 258
Check Your Professional Affiliations and Publications	p. 258
Read the Want Ads	p. 258
Get Involved in Your Community	p. 258
Read Newspaper or Business Journal Articles to Find Growing Businesses/Business Sectors	p. 258
Take a "Temp" Job	p. 258
Get an Internship	p. 258
Job Shadow	p. 259
Set Up an Informational Interview	p. 259
Research the Internet	p. 259
Criteria for Effective Resumes	p. 259
Reverse Chronological Resume	p. 260
Functional Resume	p. 260
Key Resume Components	p. 261
Identification and Contact Information	p. 261
Career Objectives	p. 261
Summary of Qualifications	p. 261
Employment	p. 262
Education	p. 263
Professional Skills	p. 263
Military Experience	p. 264
Professional Affiliations	p. 264
Portfolios	p. 264
Resume Style	p. 264
Methods of Delivery	p. 266
Mail Version	p. 266
E-Mail Resume	p. 266
Scannable Resume	p. 266
Criteria for Effective Letters of Application	p. 266
Essential Components	p. 266
Introduction	p. 268
Discussion	p. 268
Conclusion	p. 270
E-Mail Cover Message	p. 270
Online Application Etiquette	p. 270
Techniques for Interviewing Effectively	p. 272
Criteria for Effective Follow-Up Correspondence	p. 273
Checklists	p. 274
Developing Workplace Skills	p. 276
Case Studies	p. 276
Individual and Team Projects	p. 278
Problem Solving Think Pieces	p. 279
Web Workshop	p. 279
Oral Communication	p. 280
Objectives	p. 280
Communication at Work	p. 280
Types of Oral Communication	p. 281
Everyday Oral Communication	p. 281
Telephone and Voice Mail	p. 282
Ten Tips for Telephone and Voice-Mail Etiquette	p. 282
Informal Oral Presentations	p. 282
Video- and Teleconferences	p. 282
Ten Tips for Video- and Teleconferences	p. 283
Web Conferencing	p. 283
Tips for Web Conferencing	p. 283
Formal Oral Presentations	p. 284
Parts of a Formal Oral Presentation	p. 284
Using Visual Aids in Oral Presentations	p. 289
Advantages and Disadvantages of Visual Aids	p. 289
Powerpoint Presentations	p. 291
Benefits of PowerPoint	p. 292
Ten Tips for Using PowerPoint	p. 292
Sample PowerPoint Slides	p. 293
PowerPoint Checklist	p. 294
The Writing Process at Work	p. 294
Prewriting for the Presentation	p. 294
Writing the Presentation	p. 296
Rewriting the Presentation	p. 297
Oral Presentation Checklist	p. 300
Developing Workplace Skills	p. 301
Case Studies	p. 301
Individual and Team Projects	p. 302
Problem Solving Think Pieces	p. 305
Web Workshop	p. 306
Grammar Handbook: Grammar, Punctuation, and Numbers	p. 307
Works Cited or References	p. 316
Works Cited	p. 322
Index	p. 327
Table of Contents provided by Ingram. All Rights Reserved.