Bcom (with Printed Access Card)

354 Pages·2011·33.19 MB·English

by  Carol M. Lehman

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B COM3 2011–2012 Edition © 2012, © 2011 South-Western, a part of Cengage Learning
Carol M. Lehman
Debbie D. DuFrene ALL RIGHTS RESERVED. No part of this work covered by the copyright
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Brief Contents
Communication Foundations 2
1 E stablishing a Framework for Business
Communication 2
2 Focusing on Interpersonal and Group
Communication 20
Communication Analysis 36
3 Planning Spoken and Written Messages 36
4 Preparing Spoken and Written Messages 56
Communication Through Voice,
Electronic, and Written Messages 70
5 Communicating Electronically 70
6 D elivering Good- and Neutral-News
Messages 84
7 Delivering Bad-News Messages 102
8 Delivering Persuasive Messages 122
Communication Through Reports and
Business Presentations 140
9 U nderstanding the Report Process
and Research Methods 140
10 Managing Data and Using Graphics 160
11 O rganizing and Preparing Reports
and Proposals 172
12 D esigning and Delivering Business
Presentations 194
Communication for Employment 216
13 P reparing Résumés and Application
Messages 216
14 I nterviewing for a Job and Preparing
Employment Messages 244
GRAMMAR AND USAGE APPENDIX 260
REFERENCES 275
INDEX 278
iii
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Contents
Part 1 Communication Meeting Management 32
Face-to-Face Meetings 33
Foundations 2
Electronic Meetings 33
Suggestions for Eff ective Meetings 34
1
Establishing a Framework for
Business Communication 2 Part 2 Communication
Analysis 36
Value of Communication 2
The Communication Process 3 3
Planning Spoken and
The Sender Encodes the Message 4
Written Messages 36
The Sender Selects the Channel and Transmits the Message 4
The Receiver Decodes the Message 4
Step 1: Determining the Purpose and Channel 38
The Receiver Encodes the Message to Clarify 5
Interferences Hinder the Process 5 Step 2: Envisioning the Audience 38
Communicating within Organizations 5 Step 3: Adapting the Message to the Audience 40
Communication Flow in Organizations 5
Focus on the Receiver’s Point of View 40
Levels of Communication 9
Communicate Ethically and Responsiblyy 4411
Strategic Forces Infl uencing Business Build and Protect Goodwill 43
Communication 10 Use Contemporary Language 47
Strategic Force 1: Legal and Ethical Constraints 10 Use Simple, Informal Words 47
Strategic Force 2: Diversity Challenges 13 Communicate Concisely 48
Strategic Force 3: Changing Technology 15 Project a Positive, Tactful Tone 49
Strategic Force 4: Team Environment 17 Step 4: Organizing the Message 52
Outline to Benefi t the Sender and the
2
Focusing on Interpersonal
Receiver 52
and Group Communication 20 Sequence Ideas to Achieve Desired
Goals 52
Behavioral Theories that Impact Communication 20
4
Preparing
Recognizing Human Needs 20
Stroking 22 Spoken and Written
Exploring the Johari Window 22 Messages 56
Contrasting Management Styles 23
Nonverbal Communication 23 Prepare the First Draft 56
Metacommunication 23 Craft Powerful Sentences 58
Kinesic Messages 23 Develop Coherent Paragraphs 60
Understanding Nonverbal Messages 24
Revise and Proofread 62
Listening as a Communicatioonn
Improve Readability 62
Skill 25
Apply Visual Enhancements to Improve Readability 63
Listening for a Specifi c Purpossee 2255 Use Systematic Procedures for Revising and Proofreading 66
Bad Listening Habits 26 Cultivate a Frame of Mind for Eff ective Revising and
Group Communication 27 Proofreading 68
Increasing Focus on Groups 2277
Characteristics of Eff ective Grouuppss 2299
Group Roles 30
From Groups to Teams 31
iv
Contents
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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Part 3 Communication Routine Messages about Orders and Credit 95
Acknowledging Customer Orders 97
Through Voice, Electronic,
Providing Credit Information 97
and Written Messages 70
Extending Credit 98
Procedural Messages 100
5
Communicating
7
Electronically 70 Delivering Bad-News
Messages 102
Electronic Mail
Communication 700
Choosing an Appropriate
Advantages of Email 70 Channel and Organizatiioonnaall
Guidelines for Preparing Pattern 102
Email Messages 71
Channel Choice and Committmmeenntt
Eff ective Use of Email 722
to Tact 102
Instant Messaging 74
Use of the Inductive Approacchh ttoo
Text Messaging 75
Build Goodwill 104
Electronic Messages andd tthhee LLaaww 7777
Exceptions to the Inductive
Web Page Communication 78 Approach 105
Writing for a Website 78 Developing a Bad-News
Writing Wikis 79 Message 105
Writing for Weblogs 79
Writing the Introductory Paragraph 105
Voice and Wireless Communication 80 Presenting the Facts, Analysis, and Reasons 106
Voice Mail Communication 80 Writing the Bad-News Statement 107
Cell Phone Communication 81 Off ering a Counterproposal or “Silver Lining” Idea 108
Wireless Communication and the Future 82 Closing Positively 108
Appropriate Use of Technology 82 Refusing a Request 110
Determine the Purpose of the Message 83 Denying a Claim 111
Determine Whether the Information Is Personal or
Denying Credit 113
Confi dential 83
Decide Whether Positive Human Relations Are Sacrifi ced 83 Delivering Constructive Criticism 115
Communicating Negative Organizational News 116
6
Delivering Good- and
Breaking Bad News 116
Neutral-News Messages 84 Responding to Crisis Situations 118
8
Deductive Organizational Pattern 84 Delivering Persuasive
Good-News Messages 86 Messages 122
Positive News 86
Thank-You and Appreciation Messages 88 Persuasion Strategies 1222
Routine Claims 90 Plan Before You Write 123
Use the Inductive Approachh 112244
Claim Message 90
Apply Sound Writing Princiipplleess 112244
Favorable Response to a Claim Message 90
Sales Messages 126
Routine Requests 93
Gain Attention 126
Routine Request 93
Generate Interest by Introdduucciinngg tthhee
Favorable Response to a
Product, Service, or Ideeaa 112277
Routine Request 93
Create Desire by Providing
Positive Response to a
Convincing Evidence 112288
Favor Request 93
Motivate Action 131
Form Messages
for Routine Persuasive Requests 132
Responses 95 Making a Claim 132
Asking a Favor 135
Requesting Information 13377
Persuading within an Organniizzaattiioonn 113377
v
Contents
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Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Part 4 Communication 12 Designing and Delivering
Through Reports Business Presentations 194
and Business
Planning an Eff ective Business Presentation 194
Presentations 140
Identify Your Purpose 195
Know Your Audience 196
9
Understanding the Report
Organizing the Content 197
Process and Research
Introduction 197
Methods 140 Body 199
Closing 200
Characteristics of Reports 140 Designing Compelling Presentation Visuals 200
Types of Reports 141 Types of Presentation Visuals 200
Proposals 143 Design of Presentation Visuals 202
Basis for Reports: The Problem-Solving Process 143 Design Tips for Audience Handouts and
Recognizing and Defi ning the Problem 143 Notes Pages 203
Selecting a Method of Solution 145 Refi ning Your Delivery 204
Collecting and Organizing the Data 149 Delivery Method 204
Arriving at an Answer 155 Vocal Qualities 205
Delivery Style 207
10
Managing Data and Using
Adapting to Alternate Delivery
Graphics 160 Situations 210
Culturally Diverse Audiences 210
Communicating Team Presentations 212
Quantitative Distance Presentations 213
Information 160
Using Graphics 162 Part 5 Communicaattiioonn ffoorr
Eff ective and Ethical Use of Employment 216
Graphics 163
Types of Graphic Aids 163 13 Preparing Résumés and
Including Graphics in Texts 170
Application Messages 216
Positioning Graphics in Texts 170
Preparing for the Job Search 216
11
Organizing and
Gathering Essential Information 217
Preparing Reports and
Identifying Potential Career
Proposals 172 Opportunities 218
Planning a Targeted
Parts of a Formal Report 172 Résumé 221
Preliminary Parts of a Report 173 Standard Parts of a
Report Text 176 Résumé 221
Report Addenda 177 Types of Résumés 226
Organization of Formal Reports 177 PPreparing Résumés for
Writing Convincing and Eff ective Reports 178 Print and Electronic
Choosing a Writing Style for Formal Reports 180 Deliveries 227
Short Reports 182 Preparing a Print
(Designed)
Memorandum, Email, and Letter Reports 182
Résumé 227
Form Reports 182
Preparing Electronic Résumé Submissions 228
Proposals 189
SSuupplementing a Résumé 234
Proposal Structure 189
Professional Portfolios 234
Proposal Preparation 191
Employment Videos 234
vi
Contents
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Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Composing Application Messaggeess 223377 SSttudy Yourself 248
Persuasive Organization 237 PPllan Your Appearance 248
General Writing Guidelines 241 PPllan Your Time and Materials 249
Finishing Touches 242 PPrractice 249
CConducting a Successful Interview 249
14
The Opening Formalities 249
Interviewing The Information Exchange 250
The Closing 253
for a Job and
Preparing Other Employment Messages 255
Preparing
Application Forms 255
Employment
Follow-Up Messages 255
Messages 244 Thank-You Messages 256
Job-Acceptance Messages 256
Understanding Types of EEmmpppppllllloooooooyyyyyymmmmeeeeenntt Job-Refusal Messages 256
Interviews 244 Resignation Messages 258
Structured Interviews 244 Recommendation Requests 258
Unstructured Interviews 246
Stress Interviews 246
Group Interviews 246
GRAMMAR AND USAGE APPENDIX 260
Virtual Interviews 246
Preparing for an Interview 247 REFERENCES 275
Research the Company 247 INDEX 278
1
Contents
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Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
BCOM
Communication Foundations
Part 1 Chapter 1
Establishing a
Framework for Business
Communication
Value of Communication
W

e communicate to satisfy needs S 1 Defi ne communication
in both our work and private and describe the value of
E
lives. Each of us wants to be communication in business.
V
heard, appreciated, and wanted.
We also want to accomplish tasks I 2 Explain the communication
T process model and the ultimate
and achieve goals. A major value
C objective of the communication
of communication is to
1
OBJECTIVE help people feel good E process.
Defi ne communication about themselves and J 3 Discuss how information fl ows in
and describe the value about their organiza- B
an organization.
of communication in tions. Generally peo-
O
business. ple communicate for 4 Explain how legal and ethical
three basic purposes: constraints, diversity challenges,
to inform, to persuade, changing technology, and team
and to entertain. environment act as strategic
What is communication? Communication is the pro- forces that infl uence the process
cess of exchanging information and meaning between or of business communication.
among individuals through a common system of sym-
bols, signs, and behavior. Other words used to describe
the communication process include conversing, speaking,
corresponding, writing, and listening. Studies indicate that
managers typically spend 60 to 80 percent of their time
involved in communication. In your career activities, you
will communicate in a wide variety of ways, including
• attending meetings and writing reports related to
strategic plans and company policy.
• presenting information to large and small groups in
o
nk
face-to-face and virtual environments. e
• explaining and clarifying management procedures dr Tovst
n
and work assignments. exa
Al
• coordinating the work of various employees, depart- m/
o
ments, and other work groups. o.c
ot
h
• evaluating and counseling employees. ockp
St
• promoting the company’s products/services and image. © i
2
Part 1: Communication Foundations
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