Contents
Publisher Information x
Chapter 1: Effective Business Communication
1.1 Why Is It Important to Communicate Well? 3
1.2 What Is Communication? 7
1.3 Communication in Context 16
1.4 Your Responsibilities as a Communicator 20
1.5 Additional Resources 25
Chapter 2: Delivering Your Message
2.1 What Is Language? 29
2.2 Messages 33
2.3 Principles of Verbal Communication 36
2.4 Language Can be an Obstacle to Communication 42
2.5 Emphasis Strategies 47
2.6 Improving Verbal Communication 54
2.7 Additional Resources 58
Chapter 3: Understanding Your Audience
3.1 Self-Understanding Is Fundamental to Communication 65
3.2 Perception 72
3.3 Differences in Perception 82
3.4 Getting to Know Your Audience 84
3.5 Listening and Reading for Understanding 90
3.6 Additional Resources 93
Chapter 4: Effective Business Writing
4.1 Oral versus Written Communication 96
4.2 How Is Writing Learned? 99
4.3 Good Writing 104
4.4 Style in Written Communication 109
4.5 Principles of Written Communication 113
4.7 Additional Resources 122
,4.6 Overcoming Barriers to Effective Written Communication 118
Chapter 5: Writing Preparation
5.1 Think, Then Write: Writing Preparation 125
5.2 A Planning Checklist for Business Messages 130
5.3 Research and Investigation: Getting Started 139
5.4 Ethics, Plagiarism, and Reliable Sources 144
5.5 Completing Your Research and Investigation 151
5.6 Reading and Analyzing 155
5.7 Additional Resources 158
Chapter 6: Writing
6.1 Organization 164
6.2 Writing Style 178
6.3 Making an Argument 187
6.4 Paraphrase and Summary versus Plagiarism 195
6.5 Additional Resources 198
Chapter 7: Revising and Presenting Your Writing
7.1 General Revision Points to Consider 201
7.2 Specific Revision Points to Consider 204
7.3 Style Revisions 214
7.4 Evaluating the Work of Others 220
7.5 Proofreading and Design Evaluation 224
7.6 Additional Resources 228
Chapter 8: Feedback in the Writing Process
8.1 Diverse Forms of Feedback 232
8.2 Qualitative and Quantitative Research 243
8.3 Feedback as an Opportunity 248
8.4 Additional Resources 252
Chapter 9: Business Writing in Action
9.1 Text, E-mail, and Netiquette 255
9.2 Memorandums and Letters 261
9.3 Business Proposal 269
9.4 Report 274
9.5 Résumé 281
4.7 Additional Resources 122
,9.6 Sales Message 290
Chapter 10: Developing Business Presentations
10.1 Before You Choose a Topic 298
10.2 Choosing a Topic 303
10.3 Finding Resources 309
10.4 Myths and Realities of Public Speaking 318
10.5 Overcoming Obstacles in Your Presentation 321
10.6 Additional Resources 326
Chapter 11: Nonverbal Delivery
11.1 Principles of Nonverbal Communication 330
11.2 Types of Nonverbal Communication 337
11.3 Movement in Your Speech 345
11.4 Visual Aids 349
11.5 Nonverbal Strategies for Success with Your Audience 361
11.6 Additional Resources 363
Chapter 12: Organization and Outlines
12.1 Rhetorical Situation 366
12.2 Strategies for Success 370
12.3 Building a Sample Speech 377
12.4 Sample Speech Outlines 380
12.5 Organizing Principles for Your Speech 382
12.6 Transitions 387
12.7 Additional Resources 390
Chapter 13: Presentations to Inform
13.1 Functions of the Presentation to Inform 393
13.2 Types of Presentations to Inform 398
13.3 Adapting Your Presentation to Teach 402
13.4 Diverse Types of Intelligence and Learning Styles 412
13.5 Preparing Your Speech to Inform 414
13.6 Creating an Informative Presentation 420
13.7 Additional Resources 424
Chapter 14: Presentations to Persuade
14.1 What Is Persuasion? 428
4.7 Additional Resources 122
, 14.2 Principles of Persuasion 431
14.3 Functions of the Presentation to Persuade 434
14.4 Meeting the Listener‘s Basic Needs 438
14.5 Making an Argument 444
14.6 Speaking Ethically and Avoiding Fallacies 452
14.7 Sample Persuasive Speech 456
14.8 Elevator Speech 460
14.9 Additional Resources 462
Chapter 15: Business Presentations in Action
15.1 Sound Bites and Quotables 464
15.2 Telephone/VoIP Communication 466
15.3 Meetings 470
15.4 Celebrations: Toasts and Roasts 473
15.5 Media Interviews 476
15.6 Introducing a Speaker 479
15.7 Presenting or Accepting an Award 481
15.8 Serving as Master of Ceremonies 484
15.9 Viral Messages 486
15.10 Additional Resources 489
Chapter 16: Intrapersonal and Interpersonal Business Communication
16.1 Intrapersonal Communication 492
16.2 Self-Concept and Dimensions of Self 494
16.3 Interpersonal Needs 498
16.4 Social Penetration Theory 502
16.5 Rituals of Conversation and Interviews 508
16.6 Conflict in the Work Environment 516
16.7 Additional Resources 523
Chapter 17: Negative News and Crisis Communication
17.1 Delivering a Negative News Message 526
17.2 Eliciting Negative News 536
17.3 Crisis Communication Plan 542
17.4 Press Conferences 545
17.5 Additional Resources 550
Chapter 18: Intercultural and International Business Communication
4.7 Additional Resources 122
Publisher Information x
Chapter 1: Effective Business Communication
1.1 Why Is It Important to Communicate Well? 3
1.2 What Is Communication? 7
1.3 Communication in Context 16
1.4 Your Responsibilities as a Communicator 20
1.5 Additional Resources 25
Chapter 2: Delivering Your Message
2.1 What Is Language? 29
2.2 Messages 33
2.3 Principles of Verbal Communication 36
2.4 Language Can be an Obstacle to Communication 42
2.5 Emphasis Strategies 47
2.6 Improving Verbal Communication 54
2.7 Additional Resources 58
Chapter 3: Understanding Your Audience
3.1 Self-Understanding Is Fundamental to Communication 65
3.2 Perception 72
3.3 Differences in Perception 82
3.4 Getting to Know Your Audience 84
3.5 Listening and Reading for Understanding 90
3.6 Additional Resources 93
Chapter 4: Effective Business Writing
4.1 Oral versus Written Communication 96
4.2 How Is Writing Learned? 99
4.3 Good Writing 104
4.4 Style in Written Communication 109
4.5 Principles of Written Communication 113
4.7 Additional Resources 122
,4.6 Overcoming Barriers to Effective Written Communication 118
Chapter 5: Writing Preparation
5.1 Think, Then Write: Writing Preparation 125
5.2 A Planning Checklist for Business Messages 130
5.3 Research and Investigation: Getting Started 139
5.4 Ethics, Plagiarism, and Reliable Sources 144
5.5 Completing Your Research and Investigation 151
5.6 Reading and Analyzing 155
5.7 Additional Resources 158
Chapter 6: Writing
6.1 Organization 164
6.2 Writing Style 178
6.3 Making an Argument 187
6.4 Paraphrase and Summary versus Plagiarism 195
6.5 Additional Resources 198
Chapter 7: Revising and Presenting Your Writing
7.1 General Revision Points to Consider 201
7.2 Specific Revision Points to Consider 204
7.3 Style Revisions 214
7.4 Evaluating the Work of Others 220
7.5 Proofreading and Design Evaluation 224
7.6 Additional Resources 228
Chapter 8: Feedback in the Writing Process
8.1 Diverse Forms of Feedback 232
8.2 Qualitative and Quantitative Research 243
8.3 Feedback as an Opportunity 248
8.4 Additional Resources 252
Chapter 9: Business Writing in Action
9.1 Text, E-mail, and Netiquette 255
9.2 Memorandums and Letters 261
9.3 Business Proposal 269
9.4 Report 274
9.5 Résumé 281
4.7 Additional Resources 122
,9.6 Sales Message 290
Chapter 10: Developing Business Presentations
10.1 Before You Choose a Topic 298
10.2 Choosing a Topic 303
10.3 Finding Resources 309
10.4 Myths and Realities of Public Speaking 318
10.5 Overcoming Obstacles in Your Presentation 321
10.6 Additional Resources 326
Chapter 11: Nonverbal Delivery
11.1 Principles of Nonverbal Communication 330
11.2 Types of Nonverbal Communication 337
11.3 Movement in Your Speech 345
11.4 Visual Aids 349
11.5 Nonverbal Strategies for Success with Your Audience 361
11.6 Additional Resources 363
Chapter 12: Organization and Outlines
12.1 Rhetorical Situation 366
12.2 Strategies for Success 370
12.3 Building a Sample Speech 377
12.4 Sample Speech Outlines 380
12.5 Organizing Principles for Your Speech 382
12.6 Transitions 387
12.7 Additional Resources 390
Chapter 13: Presentations to Inform
13.1 Functions of the Presentation to Inform 393
13.2 Types of Presentations to Inform 398
13.3 Adapting Your Presentation to Teach 402
13.4 Diverse Types of Intelligence and Learning Styles 412
13.5 Preparing Your Speech to Inform 414
13.6 Creating an Informative Presentation 420
13.7 Additional Resources 424
Chapter 14: Presentations to Persuade
14.1 What Is Persuasion? 428
4.7 Additional Resources 122
, 14.2 Principles of Persuasion 431
14.3 Functions of the Presentation to Persuade 434
14.4 Meeting the Listener‘s Basic Needs 438
14.5 Making an Argument 444
14.6 Speaking Ethically and Avoiding Fallacies 452
14.7 Sample Persuasive Speech 456
14.8 Elevator Speech 460
14.9 Additional Resources 462
Chapter 15: Business Presentations in Action
15.1 Sound Bites and Quotables 464
15.2 Telephone/VoIP Communication 466
15.3 Meetings 470
15.4 Celebrations: Toasts and Roasts 473
15.5 Media Interviews 476
15.6 Introducing a Speaker 479
15.7 Presenting or Accepting an Award 481
15.8 Serving as Master of Ceremonies 484
15.9 Viral Messages 486
15.10 Additional Resources 489
Chapter 16: Intrapersonal and Interpersonal Business Communication
16.1 Intrapersonal Communication 492
16.2 Self-Concept and Dimensions of Self 494
16.3 Interpersonal Needs 498
16.4 Social Penetration Theory 502
16.5 Rituals of Conversation and Interviews 508
16.6 Conflict in the Work Environment 516
16.7 Additional Resources 523
Chapter 17: Negative News and Crisis Communication
17.1 Delivering a Negative News Message 526
17.2 Eliciting Negative News 536
17.3 Crisis Communication Plan 542
17.4 Press Conferences 545
17.5 Additional Resources 550
Chapter 18: Intercultural and International Business Communication
4.7 Additional Resources 122
