Communicating Professionally In Today's Workplace

Part I: BUSINESS COMMUNICATION ESSENTIALS
Chapter 1: Communicating in Organizations 
Learning Outcomes 
Benefits of Learning about Communicating in Organizations
Select Key Terms  
Professionalism
Professionalism Tips: Communicating in Organizations
Introduction  
The Quality of Communication in Organizations 
•    Ways Organizations are Affected 
•    Ways Employees are Affected 
•    Ways Customers and Clients are Affected 
•    Ways Investors and Suppliers are Affected 
•    Ways Economies are Affected 
•    Ways Societies are Affected 
Setting a Strong Base: Practical Suggestions 
•    Maintain an Appreciation for How Challenging Communicating Effectively Really Is 
•    Work to Improve Your Communication Skills throughout Your Career 
•    Consider the Impact of Location on Communication Effectiveness 
•    Consider the Impact of Timing on Communication Effectiveness 
•    Analyze Your Audience 
•    Be a Congenial Communicator 
•    Be an Ethical Communicator 
•    Choose the Best Communication Medium for the Situation   
•    Choose Your Most Effective Writing Tool  
•    Develop an Assertive Communication Style 
•    Develop Effective Team Communication Skills 
•    Develop Effective Intercultural Communication Skills 
•    Keep Up with Communication Technology Developments 
•    Use Humor, but Do So Cautiously 
•    Practice Good Interpersonal Skills
Virtual Communication
Communicating Virtually: Communicating Virtually in Organizations
Communicating Virtually: The Best Virtual Communication Tool for Business
Evaluating Communication 
•    Effective Communication 
•    Efficient Communication 
Informal and Formal Communication 
•    Informal Communication 
•    Formal Communication 
•    Formal Communication Networks 
•    Downward Communication 
•    Upward Communication 
•    Horizontal Communication 
•    Diagonal Communication 
•    Open Communication Environments 
Notes 

Chapter 2: Communicating Technologies
Learning Outcomes 
Benefits of Learning about Communication Technologies
Select Key Terms  
Professional Tips: Communication Technologies
Introduction 
Keeping Up: What, How, and When
•  What
•  How
•  When
Significant Communication Technology Developments of the Past
The Internet and the World Wide Web
•  The Internet's Impact
•  The Internet and Organizations
•  Ways the Internet Enhances Communication
•  Barriers to the Internet 
Communicating Using Wireless Technologies
•  Wireless Communication Devices
•  The Impact of Wireless Communication Technologies
Communicating Virtually: Virtual Communication Technology Tools
Communicating Virtually: Tips for Working Virtually From Home
Communicating Virtually: Working Virtually From Home or Elsewhere: Tips for Overcoming Social Isolation
Using Communication Technologies Effectively
•  Choosing the Appropriate Communication Medium
•  Control Communication Technology, Rather Than Allowing It to Control You
•  Assistive Technologies
Some Cautious Communication Technology Predictions
Notes 

Chapter 3: Communicating Appropriately: Business Etiquette
Learning Outcomes 
Benefits of Learning about Business Etiquette
Selected Key Terms
Professionalism Tips: Communicating Appropriately: Business Etiquette
Introduction
The Impact of Business Etiquette
Business Etiquette at the office
Communicating Virtually: Virtual Business Etiquette Tips
Mastering the Fine Art of Introductions
■ Shaking Hands
■ Making Group Introductions
■ Remembering Names
Learning Your Company’s Culture
■ Addressing Others
■ Interacting with Peers
■ Interacting with Subordinates
■ Interacting with Supervisors
■ Getting the Most Out of Your Relationship with Your Boss
■ Dealing with Difficult Bosses
Telephone Etiquette
■ Placing and Answering Calls
■ Screening Calls
■ Placing Callers on Hold
■ Leaving a Voicemail Message
■ Taking a Message
■ While You are Talking
■ Ending the Conversation
■ Conference Call Etiquette
Social Media Etiquette
Elevator Etiquette
Dress
Grooming
Cubicle Etiquette
Restroom Etiquette
Office Parties
Business Etiquette Outside the office
■ Networking
■ Business Card Protocol
Business Dining Etiquette
■ Protocol for the Host
■ Seating Arrangements
■ At the Table
■ Talking Business
■ Deciphering the Formal Table Setting
■ Glasses and Cups
■ Plates
■ Etiquette by Course
■ Drinking Alcoholic Beverages at a Business Dinner
■ Toasts
■ Texting During a Business Dinner
■ Leaving the Table During a Business Dinner
■ Thank-You Notes
Notes

PART 2: BUSINESS WRITING IN AN ELECTRONIC AGE
Chapter 4: Writing Electronically: Email, Instant Messaging, Texting, Websites
Learning Outcomes
Benefits of Learning about Electronic Writing
Select Key Terms
Professionalism Tips: Writing Electronically: Email, Texting, IM, Websites
Introduction
Electronic Writing in Organizations
Email
■ Selecting the Right Medium: To Email or Not to Email
■ Managing High-Volume Email
■ E-Policies and Potential Email Liability Issues
■ Getting Familiar with the Email Culture of Your Organization
■ Writing Effective Email Messages
■ Drafting Email Messages
■ Editing and Revising Email Messages 
■ Proofreading Email Messages 
■ Observing Email Netiquette
Communicating Virtually: Virtual Email Tips 
Instant Messaging
■ Major Benefits of IMs in Business
■ How to Use IM
■ Writing Effective Instant Messages
■ Instant Messaging Netiquette
Communicating Virtually: Virtual Instant Messaging Tips 
■ Texting
■ Business Uses of Texting
■ Writing Effective Text Messages
■ Texting Netiquette
Communicating Virtually: Virtual Texting Tips
Websites
■ Choosing the Right Communication Medium When so Many Electronic Writing Choices are Available
Notes

Chapter 5: Social Media: the Role in Organizations and Writing Suggestions
Learning Outcomes
Benefits of Learning about Social Media
Select Key Terms
Professionalism Tips: Social Media
Introduction
Social Media Overview
■ Social Media Categories
■ Major Challenges Social Media Pose
The Role of Social Media in Organizations
■ Most Widely-Used Social Media Sites in Organizations
■ External Blogs
■ Internal Blogs
■ Social Media Drawbacks
Social Media Writing Suggestions
■ Writing Suggestions Specific to Facebook, Instagram, Linkedin, Twitter, Pinterest, Youtube, and Blogs
■ Writing Professional Bios for Social Media Sites
■ Writing Social Media Policy
■ Writing Basics
■ Barriers to Effective Writing for Social Media Sites 
Social Media Netiquette
Communicating Virtually: Social Media Tips
Notes

PART 3: WRITING BUSINESS DOCUMENTS AND MESSAGES
Chapter 6: Planning and Drafting Business Documents and Messages
Learning Outcomes
Benefits of Learning about Planning and Drafting Business Documents
Select Key Terms
Professionalism Tips: Planning and Drafting Business Documents and Messages
Introduction
How Academic Writing Differs from Business Writing
The Three-Stage Writing Process
■ Stage 1 of the Writing Process: Planning
■ Defining Your Purpose
Analyzing Your Audience
■ Classifying Your Audience
■ Identifying the Needs of Your Audience
Organizing Your Ideas
■ Achieving Good Organization
■ Ways to Organize Your Ideas
Choosing the Best Writing Medium for the Situation
■ Writing Media Options
■ Making the Writing Medium Choice
■ Audience Expectations
■ Writing Teams: Planning Tips
Communicating Virtually: Collaborative Writing: Planning Tips
Stage 2 of the Writing Process: Drafting
■ Getting Started: Moving Past Writer’s Block
Drafting to Support Your Purpose: Types of Supporting Detail
Drafting with Your Audience in Mind: Creating Goodwill
■ Developing a You-Attitude
■ Abusing the You-Attitude
■ Developing Reader Benefits
■ Emphasizing the Positive
■ Using Unbiased Language
Drafting with Organization in Mind: Building Paragraphs
■ Paragraph Unity
■ Paragraph Development
■ Paragraph Coherence
Managing the Drafting Process in Organizations
■ Document Modeling
Communicating Virtually: Collaborative Writing: Drafting Tips
Notes

Chapter 7: Editing, Revising, and Proofreading Business Documents and Messages
Learning Outcomes
Benefits of Learning about Editing, Revising, and Proofreading Business Documents and Messages
Select Key Terms
Professionalism Tips: Editing, Revising, and Proofreading Business Documents and Messages
Introduction
Stage 3 of the Writing Process: Editing, Revising, and Proofreading
■ Editing
■ Revising for Content
■ Revising the Introduction
■ Revising the Body
■ Revising the Conclusion
■ Revising for Organization
■ Revise Writer-Centered Writing Into Reader-Centered Writing
■ Revise the Format for a Reader-Friendly Document
■ Revising for Your Audience: Style and Tone
■ Revising Your Sentence Structure
■ Revising for Word Choice
Proofreading
Communicating Virtually: Collaborative Writing: Editing/Revising/Proofreading Tips
Giving and Taking Writing Criticism Effectively
Managing the Revision Process in Organizations
Notes

Chapter 8: Writing Business Letters and Memos
Learning Outcomes
Benefits of Learning about Business Letters
Select Key Terms
Professionalism Tips: Writing Business Letters
Introduction
Written Communication in Organizations
The Roles of Letters and Memos in Organizations
■ The Role of Business Letters
■ The Role of Business Memos
■ Impact of Writing Basics on Business Letter and Memo Quality
■ Key Writing Principles That Affect Business Letters and Memos
Business Letters
■ Business Letter Styles
■ Second-Page Letter Headings
■ Business Letter Components
■ Other Business Letter Components
Writing Strategies
■ Direct Strategy
■ Indirect Strategy
■ Persuasive Strategy
■ A Final Letter-Writing Strategies Reminder
■ Writing Styles
Business Memos
■ Features of Memos
■ Memo Format
■ Sample Memos 
Notes

Chapter 9: Writing Business Reports
Learning Outcomes
Benefits of Learning about Business Reports
Select Key Terms
Professionalism Tips: Writing Business Reports
Introduction
What Is a Business Report?
The Role of Business Reports in Organizations
■ Report Requesters’ Expectations
■ Internal Flow of Reports
■ External Flow of Reports
Characteristics of Business Reports
■ Report Length
■ Level of Formality
■ Listings
■ Headings
■ Visual Aids
Conducting Research for Report-Writing Purposes
■ Journals
■ Periodicals and Newspapers
■ Books
■ Databases
■ Websites
■ Other Sources
Business Report Categories and Types 
■ Business Report Categories
■ Business Report Types
Formal Business Reports
■ Key Components of a Formal Business Report
■ Prefatory Parts
■ Report Proper
■ Report Body
■ Notes
■ Appended Parts
Report Coherence: Tying It All Together
■ Guidelines for Including Coherence Techniques
■ Coherence Techniques
Electronic Tools That Support Report Development
■ For Planning, Outlining, and Organizing Your Report
■ For Developing and Administering Surveys and Questionnaires
■ For Capturing, Storing, and Accessing Reference Citations
■ For Organizing and Storing Data and Information
■ For Developing and Displaying Visual Aids
■ For Developing Reports on Writing Teams
Communicating Virtually: Tools for Virtual Report Writing Teams
Notes

PART 4: BUSINESS PRESENTATIONS
Chapter 10: Planning, Developing, & Practicing Business Presentations
Learning Outcomes
Benefits of Learning about Developing Business Presentations
Select Key Terms
Professionalism Tips: Planning, Developing, & Practicing Business Presentations
Introduction
Why Business Presentations are Given
Main Types of Business Presentations
Why You Should Develop Good Presentation Skills
■ Acquiring Presentation Training
■ Acquiring Presentation Experience
■ Benefits of Effective Presentations
Basic Components of Effective Presentations
■ Understanding the Purpose of the Presentation
How Do You Feel about Giving Presentations?
■ Presentation Anxiety: Will You Control It or Will It Control You?
■ Why Do Most of Us Experience Presentation Anxiety?
■ Benefits of Managing and Using Speaking Anxiety While Planning and Preparing Presentations
■ Managing and Using Speaking Anxiety While Planning and Preparing Presentations
■ Relaxation Strategies While Planning and Preparing Presentations
■ Presentation Anxiety Control Strategies to Control Speaking Anxiety While Planning and Preparing Presentations
Planning Business Presentations
■ What Is My Presentation Objective?
■ What Do I Need to Know about My Audience?
■ What Information Do I Need to Share?
■ What Information Should I Present Visually?
■ What Types of Visual Aids Should be Included?
■ How Many Visual Aids Should be Included?
■ What are My Equipment and Software Needs?
■ What Appearance Does My Audience Expect?
Preparing Business Presentations
■ Visit Your Presentation Site
■ Gather the Presentation Information
■ Organize the Information
■ Develop an Outline
■ Develop Your Visual Aids
■ Prepare for Equipment and Software Problems  
■ Prepare for the Question-and-Answer Session
Communicating Virtually: Tips for Planning & Developing Virtual Presentations
Communicating Virtually: Tips for Developing Posters for Virtual Poster Presentations
■ Practice Your Presentation
Notes

Chapter 11: Delivering Business Presentations
Learning Outcomes
Benefits of Learning about Delivering Business Presentations
Select Key Terms
Professionalism Tips: Delivering Business Presentations
Introduction
Controlling Speaking Anxiety
■ Speaking Anxiety: The Night before the Presentation
■ Speaking Anxiety: The Day of the Presentation
■ Speaking Anxiety: The Few Minutes before the Presentation
■ Speaking Anxiety: During the Presentation
Delivering Face-To-Face Business Presentations
■ Start and Finish Your Presentation on Time
■ Make Speaker Introductions
■ Give a Presentation Overview
■ Use Notecards and Tablets Effectively
■ Display Appropriate Body Language
■ Avoid Distracting Nonverbal Behaviors
■ Use Your Voice Effectively
■ Use Visual Aids Effectively
■ Be Prepared, Skilled, Sincere, and Enthusiastic
Communicating Virtually: Virtual Presentation Tips
Communicating Virtually: Tips for Overcoming Virtual Presentation Distractions
Podcasts
Conducting Effective Question-and-Answer Sessions
■ In-Person Poster Presentations
Evaluating Your Presentations
Notes

PART 5: COMMUNICATING IN AN INCLUSIVE ENVIRONMENT
Chapter 12: Listening
Learning Outcomes
Benefits of Learning about Listening
Select Key Terms
Professionalism Tips: Listening
Introduction
The Role of Listening in Organizations
How Organizations are Affected by Listening
The Effects of Good Listening on Individuals’ Careers
■ Ways Good Listening Affects Employees’ Careers
Listening Effectively When Communicating Electronically
■ Electronic Communication Technologies: Have They Improved Our Ability to Listen Effectively?
■ Using Electronic Tools in Ways That Support Effective Listening
Communicating Virtually: Virtual Listening Tips
The Nature of Listening
■ Hearing and Listening—What’s the Difference?
■ Listener Styles
Common Barriers to Effective Listening
■ Inappropriate Attitude Toward Listening
■ Failure to Work at Listening
■ Failure to Give Full Attention to the Person Speaking
■ Failure to Listen for Emotions and Nonverbal Cues
■ Failure to Listen for Facts and Details
■ Conflicting Nonverbal Cues
■ Closed Mindedness
■ Urge to Interrupt or Debate
■ Failure to Control Emotions
■ Failure to Control Selective Listening
■ Allowing Status to Interfere
■ Allowing Environmental Distractions to Interfere
■ Failure to Put the Speaker at Ease
■ Message Organization Barriers
■ Allowing Content-Related Barriers to Interfere
■ Allowing Speaker-Related Barriers to Interfere
Recommended Listening Techniques
■ Develop and Maintain the “Right Attitude” Toward Listening
■ Give Your Full Attention to the Person Speaking
■ Listen for Emotions and Nonverbal Cues As Well As for Facts and Details
■ Capitalize on the Speaking/Listening Rate Differential
■ Be Open-Minded
■ Control Your Emotional Blind Spots
■ Empathize with the Speaker
■ Remove Environmental Distractions
■ Avoid the Urge to Speak Too Soon
■ Do Not Allow Status to Interfere
■ Do Not Eavesdrop
■ Avoid Message Content-Related Barriers
■ Avoid Speaker-Related Barriers
Notes

Chapter 13: Intercultural Communication
Learning Outcomes
Benefits of Learning about Intercultural Communication
Select Key Terms
Professionalism Tips: Intercultural Communication
Introduction
Communicating Virtually: Tips for Communicating Virtually Across Cultures
Global Intercultural Communication Challenges
Domestic Intercultural Communication Challenges
Cultural Considerations
■ Communicating in Low-Context and High-Context Cultures
Language Considerations
■ Your Options
The Role of Dialects and Accents
■ Communicating in Writing with Intercultural Communication Partners
■ Drafting for International Audiences
■ Become Familiar with International English Usage
■ Respect the Customs of Your Reader’s Country by Adapting Your Writing Style and Tone to Theirs
Communicating Verbally with Intercultural Communication Partners
Nonverbal Considerations
■ Nonverbal Communication Categories
Intercultural Communication and International Business Sources
■ Journals
■ Periodicals
■ Books
■ Databases
■ Websites
■ Youtube Videos
■ Societies and Associations
■ Other Sources
Notes

Chapter 14: Communicating in Business Teams
Learning Outcomes
Benefits of Learning about Communicating in Business Teams
Select Key Terms
Professionalism Tips: Communicating in Business Teams
Introduction
The Role of Teams in Organizations
■ Types of Teams
Communicating Virtually: Business Chat Tips
Communicating Virtually: Business Video Chat Tips
Team Development
■ Key Factors That Affect Team Development
Team Member Styles
■ Team Member Roles
Team Leaders
Effective Communication in Teams
Communicating Virtually: Virtual Business Team Tips
Communicating Virtually: Biggest Virtual Team Struggles
Writing Teams
■ Coordinating Successful Writing Teams
■ Common Reasons for Writing Team Failure
■ Determining Writing Team Work Assignments
■ Guidelines for Building a Successful Writing Team
■ Planning for the Unexpected When Writing Collaboratively
Online Collaborative Writing Tools and Virtual Writing Teams
■ Writing in Virtual Writing Teams
Communicating Virtually: Tools for Virtual Business Teams
■ Using Writing Team Software Effectively
Notes

Chapter 15: Communicating in Business Meetings
Learning Outcomes
Benefits of Learning about Communicating in Business Meetings
Select Key Terms
Professionalism Tips: Communicating in Business Meetings
Introduction
The Role of Meetings in Organizations
■ Reasons for Holding Business Meetings
Business Meeting Approaches
■ Face-To-Face Meetings
■ Videoconferences
Communicating Virtually: Running Effective Virtual Meetings
Communicating Virtually: Tools for Virtual Business Meetings
Communicating Virtually: Tips for Communicating Effectively in Virtual Meetings
■ Conference Calls
■ Electronic Meeting Systems
■ Telepresence Systems
Obstacles to Effective Business Meetings
■ Business Meeting Agendas
Communicating Effectively in Business Meetings
■ Communication Techniques for Meeting Participants
■ Communication Techniques for Meeting Leaders
Notes

PART 6: EMPLOYMENT COMMUNICATION
Chapter 16: Job Search: Pre-Interview Steps
Learning Outcomes
Benefits of Learning about the Pre-Interview Job Search Steps
Select Key Terms
Professionalism Tips: Job Search: Pre-Interview Steps
Introduction
Job Searches: You Will Likely Participate in Several
The Job Search Process—An Overview
Step 1: Making the Right Career Choice
■ Your Current Career Choice Status
■ The Basis for a Good Career Choice
■ How to Determine What Is Right for You
■ Learning about Career Options
■ Is Making a Career Choice a Once-in-a-Lifetime Decision?
Step 2: Locating Job Prospects
■ Know What You Want
■ What If You Don’t Know What You Want to Do?
■ Start Early
■ Techniques and Sources for Identifying Job Prospects
Communicating Virtually: Virtual Job Hunting Tips
■ How White-Collar Job Hunters Can Improve Their Chances
Communicating Virtually: Virtual Networking Tips
Step 3: Researching Organizations and Jobs
■ General Advice
■ What Will You Gain from Researching Organizations and Jobs?
■ Techniques for Researching Organizations And Jobs
Opportunities to Persuade Recruiters
■ Skills Employers Look for in Job Candidates
■ Personal Attributes Employers Look for in Job Candidates
■ Promoting Your Merchandising Qualities
Step 4: Writing Persuasive Cover Letters
■ What Purposes Do Cover Letters Serve?
■ Should You Always Include a Cover Letter?
■ The Importance of a Reader-Centered Tone in Cover Letters
■ Cover Letter Strategy and Structure
■ The Persuasive Elements of Cover Letters
■ Format Considerations for Cover Letters
■ Cover Letter Books
■ Are Cover Letters as Important as Résumés?
Step 5: Developing Effective Résumés
■ How Many Résumés Do You Need to Develop?
■ What Purposes Do Résumés Serve?
■ The Changing Nature of Résumés
■ Virtual Résumés
Communicating Virtually: Virtual Résumé Tips
■ What Is the Desired Résumé Length?
■ Résumé Types
■ General Suggestions about Résumés
■ Recommended Résumé Components
■ Format Considerations for Non-Electronic Résumés
■ Résumé Books
■ Résumé Software
■ Submitting Résumés Electronically
■ Electronic Résumé Resources
■ The Need to Take Care When Developing Résumés
■ Update Your Résumé Periodically
■ Do Not Stretch the Truth on Your Résumé
Notes

Chapter 17: Job Search: Interviews and Beyond
Learning Outcomes
Benefits of Learning about the Post-Résumé Job Search Steps
Select Key Terms
Professionalism Tips: Job Search: Interviews
Introduction
Step 6: Interviewing
■ Interviewing Goals: Job Candidates and Recruiters
■ Job Candidates’ Interviewing Goals
■ Recruiters’ Interviewing Goals
■ Types of Interviews
Communicating Virtually: Virtual Job Interview Tips
■ Interviewing Resources
Preparing for Job Interviews
■ The Good News
■ Anticipate a Short Small Talk Session Before the Interview
■ Anticipate the Major Types of Questions That May be Asked
■ Anticipate Commonly-Asked Questions
■ Anticipate Unusual/Odd Questions
■ Anticipate Illegal and Unethical Questions
■ Being Asked about Weaknesses and Failures
■ Develop Questions to Ask Recruiters
Persuasive Opportunities
■ Review Your List of Skills Employers Want in Job Candidates
■ Review Your List of Personal Attributes Employers Want in Job Candidates
■ Review Your List of Merchandising Qualities
■ Develop a List of Success Stories
Additional Interview Preparation Suggestions
■ Practice
■ Determine Your Benefits Wish List
■ Determine Your Worth as it Pertains to Salary
■ Anticipate Testing During the Interviewing Process
■ Prepare a List of References
■ Gather Materials You Should Take to Interviews
■ Determine Mode of Transportation and Route to Your Interview Site and When to Leave
■ Prepare for Good Personal Hygiene and Appearance
■ Prepare Yourself Psychologically and Physically
Job Interviews: On Deck
Job Interviews: On Stage
Interviewing Suggestions
Step 7: Developing Effective Follow-Up Correspondence
■ Thank You Notes
■ Job Acceptance Letters
■ Letters Declining Job offers
■ Checking Back with Recruiters
Reasons for Rejection After a Job Interview
Job Resignation Letters
Managing Your Career
Communicating Virtually: Virtual Communication Tips
Notes

Glossary

Index