Business Communication Today - Pearsonhighered

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Business Communication Today Courtland L. Bovée Professor of Business Communication C. Allen Paul Distinguished Chair Grossmont College John V. Thill Chairman and Chief Executive Officer Global Communication Strategies A01 BOVE1612 15 SE FM.indd 1 11/18/19 9:08 PM

Please contact pport with any queries on this content. Microsoft and/or its respective suppliers make no representations about the suitability of the information contained in the documents and related graphics published as part of the services for any purpose. All such documents and related graphics are provided “as is” without warranty of any kind. Microsoft and/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all warranties and conditions of merchantability, whether express, implied or statutory, fitness for a particular purpose, title and non-infringement. In no event shall Microsoft and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of information available from the services. The documents and related graphics contained herein could include technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Microsoft and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time. Partial screen shots may be viewed in full within the software version specified. Microsoft and Windows are registered trademarks of the Microsoft Corporation in the U.S.A. and other countries. This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation. Copyright 2021, 2018, 2016 by Bovée & Thill, LLC. All Rights Reserved. Manufactured in the United States of America. This publication is protected by copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise. For information regarding permissions, request forms, and the appropriate contacts within the Pearson Education Global Rights and Permissions department, please visit www.pearsoned.com/permissions/. Cover image: Jesus Sanz/Shutterstock Acknowledgments of third-party content appear on the appropriate page within the text. PEARSON, ALWAYS LEARNING, and MYLAB are exclusive trademarks owned by Pearson Education, Inc. or its affiliates in the U.S. and/or other countries. Unless otherwise indicated herein, any third-party trademarks, logos, or icons that may appear in this work are the property of their respective owners, and any references to third-party trademarks, logos, icons, or other trade dress are for demonstrative or descriptive purposes only. Such references are not intended to imply any sponsorship, endorsement, authorization, or promotion of Pearson’s products by the owners of such marks, or any relationship between the owner and Pearson Education, Inc., or its affiliates, authors, licensees, or distributors. Library of Congress Cataloging-in-Publication Data Names: Bovee, Courtland L., author. Thill, John V., author. Title: Business communication today / by Courtland L. Bovee and John V. Thill. Description: 15e [edition]. Upper Saddle River, NJ: Pearson, 2021. Includes index. Identifiers: LCCN 2019016486 ISBN 9780135891612 (pbk.) Subjects: LCSH: Business communication—United States—Case studies. Communication in organizations—United States—Case studies. Classification: LCC HF5718 .B66 2021 DDC 658.4/5—dc23 LC record available at https://lccn.loc.gov/2019016486 ScoutAutomatedPrintCode ISBN 10:  0-13-589161-2 ISBN 13: 978-0-13-589161-2 A01 BOVE1612 15 SE FM.indd 2 11/18/19 9:08 PM

Dedication T his book is dedicated to the many thousands of instructors and students who use Bovée and Thill texts to develop career-enhancing skills in business communication. We appreciate the opportunity to play a role in your education, and we wish you the very best with your careers. Courtland L. Bovée John V. Thill iii A01 BOVE1612 15 SE FM.indd 3 11/18/19 9:08 PM

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Brief Contents Preface About the Authors Prologue PART 1 Understanding the Foundations of Business Communication 1 2 3 PART 2 Applying the Three-Step Writing Process 4 5 6 PART 3 PART 5 PART 6 3 35 73 97 99 129 159 Digital, Social, and Visual Media 187 Digital Media Social Media Visual Media 189 215 247 Brief Messages 279 10 Writing Routine and Positive Messages 11 Writing Negative Messages 12 Writing Persuasive Messages 281 307 343 Reports and Proposals 371 13 Finding, Evaluating, and Processing Information 14 Planning Reports and Proposals 15 Writing and Completing Reports and Proposals 373 395 423 Developing and Delivering Business Presentations 16 17 PART 7 1 Planning Business Messages Writing Business Messages Completing Business Messages 7 8 9 PART 4 Professional Communication in a Digital, Social, Mobile World Collaboration, Interpersonal Communication, and Business Etiquette Communication Challenges in a Diverse, Global Marketplace xv xxviii xxix Developing Presentations in a Social Media Environment Enhancing Presentations with Slides and Other Visuals Writing Employment Messages and Interviewing for Jobs 18 19 Building Careers and Writing Résumés Applying and Interviewing for Employment 463 465 491 515 517 551 APPENDIX A Format and Layout of Business Documents APPENDIX B Documentation of Report Sources APPENDIX C Correction Symbols 587 601 608 Handbook of Grammar, Mechanics, and Usage Name Index Subject Index 611 641 644 v A01 BOVE1612 15 SE FM.indd 5 11/18/19 9:08 PM

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Contents Preface xv About the Authors xxviii Prologue xxix Part 1 Understanding the Foundations of Business Communication 1 1 Professional Communication in a Digital, Social, Mobile World 3 COMMUNICATION CLOSE-UP AT Affectiva 3 Understanding Why Communication Matters Communication Is Important to Your Career Communication Is Important to Your Company What Makes Business Communication Effective? Communicating as a Professional Understanding What Employers Expect from You Communicating in an Organizational Context Adopting an Audience-Centered Approach 36 37 38 38 40 Collaborating on Communication Efforts 41 Collaboration Arrangements Giving—and Responding to—Constructive Feedback Technologies for Collaborative Communication 41 42 43 45 46 46 49 51 6 6 8 10 16 16 17 Committing to Ethical and Legal Communication 24 24 25 25 26 28 COMMUNICATION CHALLENGES AT Affectiva 28 Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 36 Types of Teams Advantages and Disadvantages of Teams Characteristics of Effective Teams Group Dynamics Virtual Teams Preparing for Meetings Leading and Contributing to Efficient Meetings Putting Meeting Results to Productive Use Conducting Virtual Meetings 10 12 12 15 Developing Skills for Your Career Communicating Effectively in Teams Making Your Meetings More Productive The Conventional Communication Model Barriers in the Communication Environment Inside the Mind of Your Audience The Social Communication Model Forms of Unethical Communication Distinguishing Ethical Dilemmas from Ethical Lapses Ensuring Ethical Communication Ensuring Legal Communication COMMUNICATION CLOSE-UP AT Salesforce 35 4 5 6 10 The Potential Benefits of Communication Technology The Spectrum of Contemporary Communication Technology 35 4 Exploring the Communication Process Using Technology to Improve Communication 2 Collaboration, Interpersonal Communication, and Business Etiquette 29 29 30 30 30 32 32 APPLY YOUR SKILLS NOW Practice Your Professionalism 9 Improving Your Listening Skills 52 Understanding Why Listening Is Such a Complex Process Becoming a Better Listener 53 54 Improving Your Nonverbal Communication Skills 58 Recognizing Nonverbal Communication Using Nonverbal Communication Effectively 58 60 Developing Your Business Etiquette 60 Business Etiquette in the Workplace Business Etiquette in Social Settings Online Etiquette Telephone Etiquette Mobile Device Etiquette 61 62 63 63 64 COMMUNICATION CHALLENGES AT Salesforce 64 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 65 65 66 66 67 68 68 ETHICS DETECTIVE Solving the Case of the Missing Team 37 INTELLIGENT COMMUNICATION TECHNOLOGY Hi, I’m an Algorithm, Your New Teammate 45 vii A01 BOVE1612 15 SE FM.indd 7 11/18/19 9:08 PM

viii 3 Contents Communication Challenges in a Diverse, Global Marketplace 73 COMMUNICATION CLOSE-UP AT Kaiser Permanente 73 Understanding the Opportunities and Challenges of Communication in a Diverse World 74 The Opportunities in a Global Marketplace The Advantages of a Diverse Workforce The Challenges of Intercultural Communication Developing Cultural Competency Understanding the Concept of Culture Overcoming Ethnocentrism and Stereotyping Recognizing Variations in a Diverse World Contextual Differences Legal and Ethical Differences Social Norms and Customs Nonverbal Communication Age Differences Gender Differences Religious Differences Ability Differences Adapting to Other Business Cultures Guidelines for Adapting to Any Business Culture Guidelines for Adapting to U.S. Business Culture Improving Intercultural Communication Skills Studying Other Cultures Studying Other Languages Respecting Preferences for Communication Style Writing Clearly Speaking and Listening Carefully Helping Others Adapt to Your Culture 74 74 75 75 75 76 76 77 77 78 79 79 80 81 81 81 81 82 83 83 85 86 87 90 92 COMMUNICATION CHALLENGES AT Kaiser Permanente 92 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 93 93 93 94 94 95 95 INTELLIGENT COMMUNICATION TECHNOLOGY Real-Time Translation 91 Analyzing the Situation Defining Your Purpose Developing an Audience Profile Gathering Information Uncovering Audience Needs Finding Your Focus Providing Required Information 4 Planning Business Messages 99 COMMUNICATION CLOSE-UP AT Wolff Olins 99 Understanding the Three-Step Writing Process Optimizing Your Writing Time Planning Effectively A01 BOVE1612 15 SE FM.indd 8 100 101 101 102 102 104 104 105 105 Selecting the Best Combination of Media and Channels 107 The Most Common Media and Channel Options Factors to Consider When Choosing Media and Channels Organizing Your Information Defining Your Main Idea Limiting Your Scope Choosing Between Direct and Indirect Approaches Outlining Your Content Building Reader Interest with Storytelling Techniques 107 111 114 114 115 116 116 118 COMMUNICATION CHALLENGES AT Wolff Olins 121 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 122 122 122 123 123 125 125 ETHICS DETECTIVE Solving the Case of the Missing Safety Warning 106 INTELLIGENT COMMUNICATION TECHNOLOGY Shaping Stories with the Help of Artificial Intelligence 5 120 Writing Business Messages 129 COMMUNICATION CLOSE-UP AT Lumen/Kaleigh Moore 129 Adapting to Your Audience: Being Sensitive to Audience Needs Using the “You” Attitude Maintaining Standards of Etiquette Emphasizing the Positive Using Bias-Free Language 130 130 131 132 133 Adapting to Your Audience: Building Strong Relationships 134 Establishing Your Credibility Projecting Your Company’s Image Adapting to Your Audience: Controlling Your Style and Tone Part 2 Applying the Three-Step Writing Process 97 101 Creating a Conversational Tone Using Plain Language Selecting the Active or Passive Voice 134 135 136 136 137 137 Composing Your Message: Choosing Powerful Words 138 Using Words Correctly Using Words Effectively Understanding Denotation and Connotation Balancing Abstract and Concrete Words 138 139 141 142 Composing Your Message: Creating Effective Sentences 142 Choosing from the Four Types of Sentences Using Sentence Style to Emphasize Key Thoughts 142 144 11/18/19 9:08 PM

ix Contents Composing Your Message: Crafting Unified, Coherent Paragraphs 145 Creating the Elements of a Paragraph Choosing the Best Way to Develop Each Paragraph 145 148 Writing Messages for Mobile Devices 149 COMMUNICATION CHALLENGES AT Lumen/Kaleigh Moore 151 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 151 152 152 153 153 155 155 INTELLIGENT COMMUNICATION TECHNOLOGY Amplifying Your Writing with Augmented Writing Software 143 APPLY YOUR SKILLS NOW Think Now, Write Later 147 6 Completing Business Messages 159 COMMUNICATION CLOSE-UP AT Type Together 159 Revising Your Message: Evaluating the First Draft 160 Evaluating Your Content, Organization, Style, and Tone Evaluating, Editing, and Revising the Work of Others Revising to Improve Readability Varying the Length of Your Sentences Keeping Your Paragraphs Short Using Lists and Bullets to Clarify and Emphasize Adding Headings and Subheadings Editing for Clarity and Conciseness Editing for Clarity Editing for Conciseness Producing Your Message Designing for Readability Formatting Formal Letters and Memos Designing Messages for Mobile Devices 160 163 163 164 164 165 166 167 167 168 170 170 173 174 Proofreading Your Message 176 Distributing Your Message 178 COMMUNICATION CHALLENGES AT Type Together 178 Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 179 179 180 180 180 183 183 DEVELOPING AS A PROFESSIONAL Being Dependable and Accountable 165 APPLY YOUR SKILLS NOW Make QA Part of Your Communication Process 177 Part 3 Digital, Social, and Visual Media 187 7 Digital Media 189 COMMUNICATION CLOSE-UP AT Slack 189 Digital Media for Business Communication A01 BOVE1612 15 SE FM.indd 9 190 Digital and Social Media Options 190 Compositional Modes for Digital and Social Media 191 The Emoji Question—Overcoming the Limitations of Lean Media 194 Email 195 Planning Email Messages Writing Email Content The Subject Line: Persuading People to Open Your Messages Completing Email Messages Business Messaging 195 196 197 198 200 Categories of Business Messaging Tips for Successful Messaging 200 201 Website Content 202 Organizing Website Content Drafting Website Content 202 204 Podcasting 205 COMMUNICATION CHALLENGES AT Slack 206 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career APPLY YOUR SKILLS NOW Develop Professional-Grade Email Skills INTELLIGENT COMMUNICATION TECHNOLOGY Nice Chatting with You 8 207 207 208 208 208 210 210 196 200 Social Media 215 COMMUNICATION CLOSE-UP AT ExterionMedia 215 How Businesses Use Social Media for Internal and External Communication 216 Strategies and Tactics for Successful Social Media Use 220 Establishing a Social Media Strategy Developing Social Media Content Managing the Organizational Challenges of Social Media 220 222 227 Social Networking for Business Communication 227 Categories of Social Networking Platforms Four Content Strategies for Business Social Networking 228 228 Successful Business Blogging 230 Business Applications of Blogging Tips for Successful Blogging 230 231 Twitter and Other Microblogging Systems Business Applications of Microblogging Tips for Effective Business Tweets Collaborative Writing on Wikis Management and Design Considerations for Wikis Tips for Successful Wiki Writing 234 235 236 236 236 237 COMMUNICATION CHALLENGES AT ExterionMedia 238 Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 238 239 239 239 240 241 241 INTELLIGENT COMMUNICATION TECHNOLOGY Monitoring the Social Media Sphere with Smart Listening Tools 222 11/18/19 9:08 PM

x Contents 9 Request Specific Action in a Courteous Close Visual Media 247 COMMUNICATION CLOSE-UP AT Tableau Software 247 Understanding Visual Communication The Power of Images The Visual Evolution in Business Communication Visual Design Principles The Ethics of Visual Communication 248 248 249 250 251 Identifying Points to Illustrate 253 Selecting Visuals for Presenting Data 254 Tables 254 Line and Surface Charts 256 Bar Charts, Pictograms, and Gantt Charts 257 Scatter and Bubble Diagrams 257 Radar Diagrams 259 Pie Charts 260 Data Visualization 261 Selecting Visuals for Presenting Information, Concepts, and Ideas 261 Flowcharts and Organization Charts 261 Maps 263 Illustrations, Diagrams, and Photographs 263 Infographics 264 Producing and Integrating Visuals Creating Visuals Integrating Visuals with Text Verifying the Quality of Your Visuals Visual Media on Mobile Devices Producing Business Videos Step 1: Preproduction Step 2: Production Step 3: Postproduction 264 265 265 266 267 268 268 270 272 COMMUNICATION CHALLENGES AT Tableau Software 272 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 273 273 274 274 274 276 277 INTELLIGENT COMMUNICATION TECHNOLOGY Augmented Reality and Virtual Reality 249 ETHICS DETECTIVE Solving the Case of the Hidden Numbers 253 Part 4 Brief Messages 10 279 Writing Routine and Positive Messages 281 COMMUNICATION CLOSE-UP AT Productivity Report 281 Strategy for Routine Requests 282 Open with Your Request Explain and Justify Your Request 282 282 A01 BOVE1612 15 SE FM.indd 10 Common Examples of Routine Requests Asking for Information or Action Asking for Recommendations Making Claims and Requesting Adjustments 283 283 283 283 285 Strategy for Routine Replies, Routine Messages, and Positive Messages 288 Open with the Main Idea Provide Necessary Details and Explanation End with a Courteous Close 288 289 289 Common Examples of Routine Replies, Routine Messages, and Positive Messages 290 Answering Requests for Information and Action Granting Claims and Requests for Adjustment Providing Recommendations and References Sharing Routine Information Writing Instructions Announcing Good News Fostering Goodwill 290 290 291 293 294 294 294 COMMUNICATION CHALLENGES AT Productivity Report 297 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 298 298 298 298 299 301 301 ETHICS DETECTIVE Solving the Case of the Imaginary Good News 288 DEVELOPING AS A PROFESSIONAL Maintaining a Confident, Positive Outlook 11 295 Writing Negative Messages 307 COMMUNICATION CLOSE-UP AT WELLS FARGO 307 Using the Three-Step Writing Process for Negative Messages Step 1: Planning a Negative Message Step 2: Writing Negative Messages Step 3: Completing Negative Messages 308 308 309 310 Using the Direct Approach for Negative Messages 311 Open with a Clear Statement of the Bad News Provide Reasons and Additional Information Close on a Respectful Note 311 311 312 Using the Indirect Approach for Negative Messages 312 Open with a Buffer Provide Reasons and Additional Information Continue with a Clear Statement of the Bad News Close on a Respectful Note 312 313 314 315 Maintaining High Standards of Ethics and Etiquette 316 Sending Negative Messages on Routine Business Matters 317 Making Negative Announcements on Routine Business Matters 317 11/18/19 9:08 PM

Contents Rejecting Suggestions and Proposals Refusing Routine Requests Handling Bad News About Transactions Refusing Claims and Requests for Adjustment 317 319 319 320 Sending Negative Organizational News 321 Communicating Under Normal Circumstances Responding to Negative Information in a Social Media Environment Communicating in a Crisis Sending Negative Employment Messages 322 324 324 325 Refusing Requests for Recommendations and References 325 Refusing Social Networking Recommendation Requests 326 Rejecting Job Applications 326 Giving Negative Performance Reviews 328 Terminating Employment 328 COMMUNICATION CHALLENGES AT Wells Fargo 330 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 330 330 332 332 332 334 334 ETHICS DETECTIVE Solving the Case of the Deceptive Soft Sell 316 APPLY YOUR SKILLS NOW PREPARE YOURSELF FOR A DIFFICULT CONVERSATION 12 322 Writing Persuasive Messages 343 COMMUNICATION CLOSE-UP AT Stitch Fix 343 Using the Three-Step Writing Process for Persuasive Messages Step 1: Planning Persuasive Messages Step 2: Writing Persuasive Messages Step 3: Completing Persuasive Messages 344 344 347 347 Developing Persuasive Business Messages 348 Strategies for Persuasive Business Messages Common Examples of Persuasive Business Messages 348 355 Developing Marketing and Sales Messages 357 Planning Marketing and Sales Messages Writing Conventional Marketing and Sales Messages Writing Promotional Messages for Social Media Creating Promotional Messages for Mobile Devices Maintaining High Standards of Ethics, Legal Compliance, and Etiquette 357 358 358 359 360 COMMUNICATION CHALLENGES AT Stitch Fix 361 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career APPLY YOUR SKILLS NOW Making Difficult Requests 361 361 362 363 363 364 364 352 ETHICS DETECTIVE Solving the Case of the Incredible Credibility 360 A01 BOVE1612 15 SE FM.indd 11 Part 5 Reports and Proposals 13 Finding, Evaluating, and Processing Information xi 371 373 COMMUNICATION CLOSE-UP AT Strategyzer 373 Planning Your Research Maintaining Ethics and Etiquette in Your Research Familiarizing Yourself with the Subject Identifying Information Gaps Prioritizing Research Needs Conducting Secondary Research Evaluating Sources Locating Sources Documenting Your Sources Conducting Primary Research 374 375 375 375 376 376 376 377 380 381 Gathering Information with Surveys Gathering Information with Interviews 381 383 Processing Data and Information 385 Quoting, Paraphrasing, and Summarizing Analyzing Numeric Data Applying Your Findings Summarizing Your Research Drawing Conclusions Making Recommendations Making Your Research Available to Others 385 386 388 388 389 389 389 COMMUNICATION CHALLENGES AT Strategyzer 389 Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 390 390 391 391 391 393 393 INTELLIGENT COMMUNICATION TECHNOLOGY Finding Meaning with Text Mining 14 385 Planning Reports and Proposals 395 COMMUNICATION CLOSE-UP AT John Deere 395 Applying the Three-Step Writing Process to Reports and Proposals Analyzing the Situation Gathering Information Selecting the Right Combination of Media and Channels Organizing Your Information Planning Informational Reports Organizational Strategies for Informational Reports Creating Successful Business Plans Planning Analytical Reports Organizational Strategies for Analytical Reports Effective Analytical Reports: An Example Planning Proposals Organizational Strategies for Proposals Effective Proposals: An Example 396 396 400 400 401 402 403 403 404 405 408 408 411 411 11/18/19 9:08 PM

xii Contents COMMUNICATION CHALLENGES AT John Deere 417 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 417 417 418 418 418 420 420 ETHICS DETECTIVE Solving the Case of the Overblown Proposal 412 15 Writing and Completing Reports and Proposals 423 Company 423 Writing Reports and Proposals: Adapting to Your Audience 424 Being Sensitive to Your Audience’s Needs Building Strong Relationships with Your Audience Controlling Your Style and Tone Make Your Reports Easier to Read 424 424 424 425 Provide Quality Content Make Your Reports Easier to Write Drafting Proposal Content Define the Proposal’s Purpose Select the Elements to Include in a Proposal 427 427 428 428 428 429 Completing Reports and Proposals 431 Producing Formal Reports and Proposals Distributing Reports and Proposals 432 435 Writing Requests for Proposals 436 COMMUNICATION CHALLENGES AT McKinsey & Company 453 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career Part 6 Developing and Delivering Business Presentations 16 453 453 454 454 454 455 455 463 Developing Presentations in a Social Media Environment 465 COMMUNICATION CLOSE-UP AT Barnett International 465 Planning a Presentation Analyzing the Situation Selecting the Best Combination of Media and Channels Organizing a Presentation Crafting Presentation Content Adapting to Your Audience Developing Your Presentation A01 BOVE1612 15 SE FM.indd 12 Choosing Your Presentation Method Practicing Your Delivery Preparing to Speak Overcoming Anxiety Handling Questions Responsively Giving Impromptu Speeches Ensuring Successful Team Presentations 466 466 468 469 472 472 474 477 478 478 478 478 480 481 481 Incorporating Technology in Your Presentation 482 Embracing the Backchannel Giving Presentations Online COMMUNICATION CLOSE-UP AT McKinsey & Drafting Report Content Delivering a Presentation 483 483 COMMUNICATION CHALLENGES AT Barnett International 485 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 485 485 486 486 486 487 487 DEVELOPING AS A PROFESSIONAL Recovering from Disasters 480 17 Enhancing Presentations with Slides and Other Visuals 491 COMMUNICATION CLOSE-UP AT Duarte 491 Planning Your Presentation Visuals Selecting the Type of Visuals to Use Verifying Your Design Plans Choosing Structured or Free-Form Slides 492 492 493 493 Advantages and Disadvantages of Structured Slides 494 Advantages and Disadvantages of Free-Form Slides 495 Designing Effective Slides Designing Slides Around a Key Visual Selecting Design Elements Maintaining Design Consistency Creating Effective Slide Content Writing Readable Content Creating Charts and Tables for Slides Adding Animation and Multimedia Using Presentation Software to Create Visual Reports Using Mobile Devices in Presentations Completing Slides and Support Materials Creating Navigation and Support Slides Creating Effective Handouts 496 496 496 499 499 499 500 501 503 504 504 505 506 COMMUNICATION CHALLENGES AT Duarte 508 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 509 509 510 510 510 512 512 DEVELOPING AS A PROFESSIONAL Being a Team Player 502 11/18/19 9:08 PM

Contents Part 7 Writing Employment Messages and Interviewing for Jobs 18 515 Building Careers and Writing Résumés 517 COMMUNICATION CLOSE-UP AT Burning Glass 517 Finding the Ideal Opportunity in Today’s Job Market 518 Writing the Story of You Learning to Think Like an Employer Researching Industries and Companies of Interest Translating Your General Potential into a Specific Solution for Each Employer Taking the Initiative to Find Opportunities Building Your Network Seeking Career Counseling Avoiding Career-Search Mistakes Planning Your Résumé Analyzing Your Purpose and Audience Gathering Pertinent Information Selecting the Best Media and Channels Organizing Your Résumé Around Your Strengths Addressing Areas of Concern Writing Your Résumé Keeping Your Résumé Honest Adapting Your Résumé to Your Audience Composing Your Résumé 519 519 519 520 522 522 523 524 524 525 526 526 526 527 528 528 528 529 Completing Your Résumé 533 Revising Your Résumé Producing Your Résumé Proofreading Your Résumé Distributing Your Résumé 533 535 538 539 Building an Effective LinkedIn Profile 540 COMMUNICATION CHALLENGES AT Burning Glass 543 Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career DEVELOPING AS A PROFESSIONAL Striving to Excel 543 544 544 544 545 546 546 524 INTELLIGENT COMMUNICATION TECHNOLOGY Make Friends with the Résumé Bots 19 530 Applying and Interviewing for Employment 551 COMMUNICATION CLOSE-UP AT Patreon 551 Submitting Your Résumé Writing Application Letters Following up After Submitting a Résumé Understanding the Interviewing Process The Typical Sequence of Interviews A01 BOVE1612 15 SE FM.indd 13 xiii Common Types of Interviews and Interview Questions 560 Interview Media 562 What Employers Look For in an Interview 564 Preemployment Testing and Background Checks 564 Preparing for a Job Interview Learning About the Organization and the Position Thinking Ahead About Questions Boosting Your Confidence Polishing Your Interview Style Presenting a Professional Image Being Ready When You Arrive Interviewing for Success The Warm-Up The Question-and-Answer Stage The Close Interview Notes Following Up After an Interview Follow-Up Message Message of Inquiry Request for a Time Extension Letter of Acceptance Letter Declining a Job Offer Letter of R

4 Planning Business Messages 99 5 Writing Business Messages 129 6 Completing Business Messages 159 PART 3 Digital, Social, and Visual Media 187 7 Digital Media 189 8 Social Media 215 9 Visual Media 247 PART 4 Brief Messages 279 10 Writing Routine and Positive Messages 281 11 Writing Negative Messages 307 .

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