This text was adapted by The Saylor Foundation under a Creative Com
k k k k k k k k k k k
mons Attribution-NonCommercial-
k
ShareAlike 3.0 License without attribution as requested by the work’s o
k k k k k k k k k k
riginal creator or licensee.
k k k
SaylorkURL:khttp://www.saylor.org/books Saylor.org
1
, Preface
BusinesskCommunicationkforkSuccessk(BCS)kprovideskakcomprehensive,kintegratedkapproachktokthekstu
dykandkapplicationkofkwrittenkandkoralkbusinesskcommunicationktokservekbothkstudentkandkprofessor.
Thiskserieskfeatureskchapterskwithkthekfollowingkelements:
• LearningkObjectives
• Introductoryk Exercises
• Clearkexpectations,krelevantkbackground,kandkimportantktheories
• Practical,kreal-worldkexamples
• KeykTakeawayskorkquickkinternalksummaries
• Keyktermskthatkarekeasilykidentified
• In-chapterk assignments
• Postchapterkassessmentsklinkedktokobjectiveskandkskillskacquisition
Eachkchapterkiskself-contained,kallowingkforkmix-and-matchkflexibilitykandkcustomkorkcourse-
specifickdesign.kEachkchapterkfocuseskonkclearkobjectiveskandkskillkdemonstrationskthatkcankbekeasilykl
inkedktokyourksyllabuskandkstatekorkfederalkrequirements.kSupportedkbykinternalkandkexternalkassess
ments,keachkchapterkfeaturesktime-savingkandklearning-
enhancementksupportkforkinstructorskandkstudents.kBCSkiskdesignedktokhelpkstudentskidentifykimport
antkinformation,kreinforcekforkretention,kandkdemonstratekmasterykwithkakclearkoutcomekproduct.
Thektextkhaskthreekcontentkcategories:
1. Foundations
2. Processkandkproducts
3. Contexts
Thekfirstkthreekchapterskformkthekcorekfoundationkforkthekstudykofkoralkandkwrittenkbusinesskcommu
nication.kTheknextksequencekofkchapterskfocuskonkthekprocesskofkwriting,kthenkoralkperformancekwithk
ankemphasiskonkresults.kThekfinalksequencekfocuseskonkcontextskwherekbusinesskcommunicationkoccu
rs,kfromkinterpersonalktokintercultural,kfromkgroupsktokleadership.
Inkeachkofkthekprocesskandkproductkchapterksequences,kthekchapterskfollowkaknaturalkflow,kfromkprew
ritingktokrevision,kfromkpreparationkforkakpresentationktokperformance.kEachksequencekcomes
SaylorkURL:khttp://www.saylor.org/books Saylor.org
2
,togetherkinkakconcludingkchapterkthatkfocuseskonkaction—
wherekwekapplykthekskillskandktechniqueskofkwrittenkorkoralkcommunicationkinkbusiness,kfromkwriting
k akletterktokpresentingkaksaleskspeech.kThesekperformancesknotkonlykservektokreinforcekreal-
worldkapplicationskbutkalsokmaykservekaskcoursekassessments.kAllkchapterskarekcompartmentalizedkin
toksectionsksokyoukcankchoosekwhatkyoukwantktokusekandkeliminatekthekrest.
SaylorkURL:khttp://www.saylor.org/books Saylor.org
3
, Chapter 1 k
Effective Business Communication
k k
Communicationkleadsktokcommunity,kthatkis,ktokunderstanding,kintimacykandkmutualkv
aluing.
RollokMay
IkknowkthatkyoukbelievekthatkyoukunderstoodkwhatkyoukthinkkIksaid,kbutkIkamknotksurekyo
ukrealizekthatkwhatkyoukheardkisknotkwhatkIkmeant.
RobertkJ.kMcCloskey,kformerkStatekDepartmentkspokesman
Getting Started k
INTRODUCTOR Y EXERCISE S
k k k
1. Writekfivekwordskthatkexpresskwhatkyoukwantktokdokandkwherekyoukwantktokbekakyearkfr
omknow.kTakekthosekfivekwordskandkwritekakparagraphkthatkclearlykarticulateskyourkres
ponsesktokbothk“what”kandk“where.”
2. Thinkkofkfivekwordskthatkexpresskwhatkyoukwantktokdokandkwherekyoukwantktokbekfiveky
earskfromknow.kSharekyourkfivekwordskwithkyourkclassmateskandklistenktoktheirkrespon
ses.kWhatkpatternskdokyoukobservekinkthekresponses?kWritekakparagraphkthat
addresseskatkleastkonekobservation.
Communicationkiskankactivity,kskill,kandkartkthatkincorporatesklessonsklearnedkacrosskakwi
dekspectrumkofkhumankknowledge.kPerhapskthekmostktime-
honoredkformkofkcommunicationkiskstorytelling.kWe’vektoldkeachkotherkstorieskforkagesktok
helpkmakeksensekofkourkworld,kanticipatekthekfuture,kandkcertainlyktokentertainkourselves.k
Thekartkofkstorytellingkdrawskonkyourkunderstandingkofkyourself,kyourkmessage,kandkhowk
youkcommunicatekitktokankaudiencekthatkisksimultaneouslykcommunicatingkbackktokyou.kY
ourkanticipation,kreaction,kandkadaptationktokthekprocesskwillkdeterminekhowksuccessfull
ykyoukarekablektokcommunicate.kYoukwereknotkbornkknowingkhowktokwritekorkevenkhowktok
talk—
butkinkthekprocesskofkgrowingkup,kyoukhavekundoubtedlyklearnedkhowktoktell,kandkhowknot
k tell,kakstorykoutkloudkandkinkwriting.
SaylorkURL:khttp://www.saylor.org/books Saylor.org
4
k k k k k k k k k k k
mons Attribution-NonCommercial-
k
ShareAlike 3.0 License without attribution as requested by the work’s o
k k k k k k k k k k
riginal creator or licensee.
k k k
SaylorkURL:khttp://www.saylor.org/books Saylor.org
1
, Preface
BusinesskCommunicationkforkSuccessk(BCS)kprovideskakcomprehensive,kintegratedkapproachktokthekstu
dykandkapplicationkofkwrittenkandkoralkbusinesskcommunicationktokservekbothkstudentkandkprofessor.
Thiskserieskfeatureskchapterskwithkthekfollowingkelements:
• LearningkObjectives
• Introductoryk Exercises
• Clearkexpectations,krelevantkbackground,kandkimportantktheories
• Practical,kreal-worldkexamples
• KeykTakeawayskorkquickkinternalksummaries
• Keyktermskthatkarekeasilykidentified
• In-chapterk assignments
• Postchapterkassessmentsklinkedktokobjectiveskandkskillskacquisition
Eachkchapterkiskself-contained,kallowingkforkmix-and-matchkflexibilitykandkcustomkorkcourse-
specifickdesign.kEachkchapterkfocuseskonkclearkobjectiveskandkskillkdemonstrationskthatkcankbekeasilykl
inkedktokyourksyllabuskandkstatekorkfederalkrequirements.kSupportedkbykinternalkandkexternalkassess
ments,keachkchapterkfeaturesktime-savingkandklearning-
enhancementksupportkforkinstructorskandkstudents.kBCSkiskdesignedktokhelpkstudentskidentifykimport
antkinformation,kreinforcekforkretention,kandkdemonstratekmasterykwithkakclearkoutcomekproduct.
Thektextkhaskthreekcontentkcategories:
1. Foundations
2. Processkandkproducts
3. Contexts
Thekfirstkthreekchapterskformkthekcorekfoundationkforkthekstudykofkoralkandkwrittenkbusinesskcommu
nication.kTheknextksequencekofkchapterskfocuskonkthekprocesskofkwriting,kthenkoralkperformancekwithk
ankemphasiskonkresults.kThekfinalksequencekfocuseskonkcontextskwherekbusinesskcommunicationkoccu
rs,kfromkinterpersonalktokintercultural,kfromkgroupsktokleadership.
Inkeachkofkthekprocesskandkproductkchapterksequences,kthekchapterskfollowkaknaturalkflow,kfromkprew
ritingktokrevision,kfromkpreparationkforkakpresentationktokperformance.kEachksequencekcomes
SaylorkURL:khttp://www.saylor.org/books Saylor.org
2
,togetherkinkakconcludingkchapterkthatkfocuseskonkaction—
wherekwekapplykthekskillskandktechniqueskofkwrittenkorkoralkcommunicationkinkbusiness,kfromkwriting
k akletterktokpresentingkaksaleskspeech.kThesekperformancesknotkonlykservektokreinforcekreal-
worldkapplicationskbutkalsokmaykservekaskcoursekassessments.kAllkchapterskarekcompartmentalizedkin
toksectionsksokyoukcankchoosekwhatkyoukwantktokusekandkeliminatekthekrest.
SaylorkURL:khttp://www.saylor.org/books Saylor.org
3
, Chapter 1 k
Effective Business Communication
k k
Communicationkleadsktokcommunity,kthatkis,ktokunderstanding,kintimacykandkmutualkv
aluing.
RollokMay
IkknowkthatkyoukbelievekthatkyoukunderstoodkwhatkyoukthinkkIksaid,kbutkIkamknotksurekyo
ukrealizekthatkwhatkyoukheardkisknotkwhatkIkmeant.
RobertkJ.kMcCloskey,kformerkStatekDepartmentkspokesman
Getting Started k
INTRODUCTOR Y EXERCISE S
k k k
1. Writekfivekwordskthatkexpresskwhatkyoukwantktokdokandkwherekyoukwantktokbekakyearkfr
omknow.kTakekthosekfivekwordskandkwritekakparagraphkthatkclearlykarticulateskyourkres
ponsesktokbothk“what”kandk“where.”
2. Thinkkofkfivekwordskthatkexpresskwhatkyoukwantktokdokandkwherekyoukwantktokbekfiveky
earskfromknow.kSharekyourkfivekwordskwithkyourkclassmateskandklistenktoktheirkrespon
ses.kWhatkpatternskdokyoukobservekinkthekresponses?kWritekakparagraphkthat
addresseskatkleastkonekobservation.
Communicationkiskankactivity,kskill,kandkartkthatkincorporatesklessonsklearnedkacrosskakwi
dekspectrumkofkhumankknowledge.kPerhapskthekmostktime-
honoredkformkofkcommunicationkiskstorytelling.kWe’vektoldkeachkotherkstorieskforkagesktok
helpkmakeksensekofkourkworld,kanticipatekthekfuture,kandkcertainlyktokentertainkourselves.k
Thekartkofkstorytellingkdrawskonkyourkunderstandingkofkyourself,kyourkmessage,kandkhowk
youkcommunicatekitktokankaudiencekthatkisksimultaneouslykcommunicatingkbackktokyou.kY
ourkanticipation,kreaction,kandkadaptationktokthekprocesskwillkdeterminekhowksuccessfull
ykyoukarekablektokcommunicate.kYoukwereknotkbornkknowingkhowktokwritekorkevenkhowktok
talk—
butkinkthekprocesskofkgrowingkup,kyoukhavekundoubtedlyklearnedkhowktoktell,kandkhowknot
k tell,kakstorykoutkloudkandkinkwriting.
SaylorkURL:khttp://www.saylor.org/books Saylor.org
4
