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BusinessCommunicationEssentialsFOURTH EDITIONCourtland L. BoveeProfessor of Business CommunicationC. Allen Paul Distinguished ChairGrossmont CollegeJohn V. ThillChairman and Chief Executive OfficerGlobal Communication StrategiesBoston Columbus Indianapolis New York San FranciscoUpper Saddle River Amsterdam Cape Town Dubai LondonMadrid Milan Munich Paris Montreal Toronto DelhiMexico City Sao Paulo Sydney Hong Kong SeoulSingapore Taipei Tokyo
Preface 15Prologue 27M 111CHAPTERBUSINESS COMMUNICATION FOUNDATIONS 351 Understanding Business Communication in Today'sWorkplace 36Communicating in Today's Global Business Environment 36Recognizing Effective Communication 37Understanding What Employers Expect from You 37Understanding the Communication Process 39Developing Your Business Communication Skills 40Committing to Ethical Communication 40Adopting an Audience-Centered Approach 41Improving Your Intercultural Sensitivity 42Giving—and Responding to—Constructive Feedback 47Being Sensitive to Business Etiquette 52Using Communication Technology Effectively 52Document Makeover 53Chapter Review and Activities 53Test Your Knowledge54Apply Your Knowledge54Practice Your Knowledge55Expand Your Knowledge57MyBCommLab.com57Improve Your Grammar, Mechanics, and Usage 57CHAPTER2 Mastering Interpersonal Communication 60Improving Your Performance in Teams 60Advantages and Disadvantages of Teams 61Collaborative Writing 61Developing Your Business Etiquette 62Etiquette in the Workplace 62Etiquette in Social Settings 63Making Your Meetings More Productive 64Preparing for Meetings 64Leading and Participating in Meetings 65Using Meeting Technologies 67Improving Your Listening Skills 68Recognizing Various Types of Listening 68Understanding the Listening Process 68Overcoming Barriers to Effective Listening 69Improving Your Nonverbal Communication Skills 70Document Makeover 72Chapter Review and Activities 72Test Your Knowledge73Apply Your Knowledge73Practice Your Knowledge74Expand Your Knowledge76,
ContentsMyBCommLab.com 76Improve Your Grammar, Mechanics, and Usage 77THE THREE-STEP WRITING PROCESS 79CHAPTER3 Planning Business Messages 80Understanding the Three-Step Writing Process 80Analyzing Your Situation 81Defining Your Purpose 82Developing an Audience Profile 82Gathering Information 83Uncovering Audience Needs 84Providing Required Information 84Selecting the Right Medium 84Oral Media 84Written Media 85Visual Media 85Electronic Media 85Factors to Consider When Choosing Media 87Organizing Your Message 88Defining Your Main Idea 90Limiting Your Scope 90Choosing Between Direct and Indirect Approaches 91Outlining Your Content 92Document Makeover 93Chapter Review and Activities 93,CHAPTERTest Your Knowledge 94Apply Your Knowledge 94Practice Your Knowledge 94Expand Your Knowledge 97MyBCommLab.com 98Improve Your Grammar, Mechanics, and Usage 984 Writing Business Messages 100Adapting to Your Audience 100Being Sensitive to Your Audience's Needs 101Building Strong Relationships with Your Audience 104Controlling Your Style and Tone 106Composing Your Message 108Choosing Strong Words 109Creating Effective Sentences 112Crafting Coherent Paragraphs 113Using Technology to Compose and Shape YourMessages 116Document Makeover 116Chapter Review and Activities 117Test Your Knowledge 117Apply Your Knowledge 117Practice Your Knowledge 118Expand Your Knowledge 121MyBCommLab.com 122Improve Your Grammar, Mechanics, and Usage 122
ContentsCHAPTER5 Completing Business Messages 124Revising Your Message 124Evaluating Your Content, Organization, Style, and Tone 124Reviewing for Readability 125Editing for Clarity 127Editing for Conciseness 129Evaluating, Editing, and Revising the Work of Others 131Using Technology to Revise Your Message 131Producing Your Message 134Adding Graphics, Sound, Video, and Hypertext 134Designing for Readability 134Using Technology to Produce Your Message 137Proofreading Your Message 138Distributing Your Message 138Document Makeover 139Chapter Review and Activities 140Test Your Knowledge 140Apply Your Knowledge 140Practice Your Knowledge 141Expand Your Knowledge 144MyBCommLab.com 144Improve Your Grammar, Mechanics, and Usage 144unit 3 iCHAPTERBRIEF BUSINESS MESSAGES 1476 Crafting Message's for Electronic Media 148Choosing Electronic Media for Brief Messages 148Creating Effective E-Mail Messages 149Adapting the Three-Step Process for Successful E-Mail 149Creating Effective Instant Messages and TextMessages 152Understanding the Benefits and Risks of IM 153Adapting the Three-Step Process for Successful IM 153Creating Effective Business Blogs 155Understanding the Business Applications of Blogging 155Adapting the Three-Step Process for Successful Blogging 156Creating Effective Podcasts 158Adapting the Three-Step Process for Successful Podcasting 158Assembling a Podcasting System 160Collaborating on Wikis 160Understanding the Wiki Philosophy 161Adapting the Three-Step Process for Successful Wiki Writing 161Document Makeover 162Chapter Review and Activities 162Test Your Knowledge 163Apply Your Knowledge 163Practice Your Knowledge 164Expand Your Knowledge 168MyBCommLab.com 168Improve Your Grammar, Mechanics, and Usage 172
10ContentsCHAPTER7 Writing Routine and Positive Messages 175Using the Three-Step Writing Process for Routine and PositiveMessages 175Making Routine Requests 176Strategy for Routine Requests 176Common Examples of Routine Requests 177Sending Routine Replies and Positive Messages 180Strategy for Routine Replies and Positive Messages 180Common Examples of Routine Replies and Positive Messages 182Document Makeover 189Chapter Review and Activities 189Test Your Knowledge 190Apply Your Knowledge 190Practice Your Knowledge 190Expand Your Knowledge 196MyBCommLab.com 196Improve Your Grammar, Mechanics, and Usage 201CHAPTER8 Writing Negative Messages 204'Using the Three-Step Writing Process for Negative Messages 204Step 1: Planning Negative Messages 204Step 2: Writing Negative Messages 205Step 3: Completing Negative Messages 205Developing Negative Messages 205Using the Direct Approach Effectively 206Using the Indirect Approach Effectively 208Exploring Common Examples of Negative Messages 210Sending Negative Messages on Routine Business Matters 210Sending Negative Employment Messages 215.;Sending Negative Organizational News 218Document Makeover 219 'Chapter Review and Activities 220Test Your Knowledge 220Apply Your Knowledge 220Practice Your Knowledge 221Expand Your Knowledge 224MyBCommLab.com 224Improve Your Grammar, Mechanics, and Usage 229CHAPTER9 Writing Persuasive Messages 232Using the Three-Step Writing Process for PersuasiveMessages 232Planning Persuasive Messages 232Writing Persuasive Messages 234Completing Persuasive Business Messages 235Developing Persuasive Business Messages 235Strategies for Persuasive Business Messages 235Common Examples of Persuasive Business Messages 239Developing Marketing and Sales Messages 240Strategies for Marketing and Sales Messages 241Document Makeover 247
ContentsChapter Review and Activities 247Test Your Knowledge 248Apply Your Knowledge 248Practice Your Knowledge 249Expand Your Knowledge 254MyBCommLab.com 254Improve Your Grammar, Mechanics, and Usage 2594]CHAPTERLONGER BUSINESS MESSAGES 26310 Understanding and Planning Reports andProposals 264Applying the Three-Step Writing Process to Reports andProposals 264Analyzing the Situation 265Gathering Information 266Selecting the Right Medium 267Organizing Your Information 268Supporting Your Messages with Reliable Information 268Planning Your Research 269Locating Data and Information 269Using Your Research Results 272Planning Informational Reports 274Organizing Informational Reports 274Organizing Website Content 274Planning Analytical Reports 276Focusing on Conclusions 276Focusing on Recommendations 276Focusing on Logical Arguments 277Planning Proposals 278Document Makeover 281Chapter Review and Activities 282Test Your Knowledge 282Apply Your Knowledge 282Practice Your Knowledge 283Expand Your Knowledge 285MyBCommLab.com 286Improve Your Grammar, Mechanics, and Usage 289CHAPTER11 Writing and Completing Reports and Proposals 292Writing Reports and Proposals 292Adapting to Your Audience 292Composing Reports and Proposals 293Illustrating Your Reports with Effective Visuals 301Choosing the Right Visual for the Job 301Designing Effective Visuals 308Completing Reports and Proposals 309Revising Reports and Proposals 309Producing a Formal Report 309Producing a Formal Proposal 325Proofreading Your Reports and Proposals 326Distributing Your Reports and Proposals 328
12ContentsDocument Makeover 329Chapter Review and Activities 330Test Your Knowledge 331Apply Your Knowledge 331Practice Your Knowledge 332Expand Your Knowledge 333MyBCommLab.com 334Improve Your Grammar, Mechanics, and Usage 339CHAPTER12 Developing Oral and Online Presentations 342Building Your Career with Oral Presentations 342Planning Your Presentation 343Analyzing the Situation 343Selecting the Right Medium 344Organizing Your Presentation 345Writing Your Presentation 348Adapting to Your Audience 349Composing Your Presentation 349Enhancing Your Presentation with Effective Visuals 352Completing Your Presentation 357Finalizing Slides and Support Materials 357Preparing to Speak 359Practicing Your Delivery 359Overcoming Anxiety 360Handling Questions Responsively 360Document Makeover 361Chapter Review and Activities 361!Test Your Knowledge 362Apply Your Knowledge 362Practice Your Knowledge 363Expand Your Knowledge 365MyBCommLab.com 366Improve Your Grammar, Mechanics, and Usage 367EMPLOYMENT MESSAGES AND JOBINTERVIEWS 369CHAPTER13 Building Careers and Writing Resumes 370Securing Employment in Today's Job Market 370Understanding Employers' Approach to the Employment Process 370Organizing Your Approach to the Employment Process 372Preparing Resumes 374Planning Your Resume 374Writing Your Resume 380Completing Your Resume 384Document Makeover 389Chapter Review and Activities 390Test Your Knowledge 390Apply Your Knowledge 390Practice Your Knowledge 391
ContentsExpand Your Knowledge 393MyBCommLab.com 393Improve Your Grammar, Mechanics, and Usage 394CHAPTER14 Applying and Interviewing for Employment 397Writing Application Letters and Other EmploymentMessages 397Application Letters 397Application Follow-Ups 401Understanding the Interviewing Process 402The Typical Sequence of Interviews 402Common Types of Interviews 402Interview Media 403What Employers Look For in an Interview 404Preemplyment Testing and Background Checks 404Preparing for a Job Interview 405Learning About the Organization 405Thinking Ahead About Questions 405Bolstering Your Confidence 408Polishing Your Interview Style 408Planning to Look Good 409Being Ready When You Arrive 410Interviewing for Success 410TheWarm-Up 410The Question-and-Answer Stage 411The Close 412Interview Notes 413Following Up After an Interview 413Thank-You Message 413Message of Inquiry 413Request for a Time Extension 414Letter of Acceptance 414Letter Declining a Job Offer 415Letter of Resignation 415Document Makeover' 416Chapter Review and Activities 416Test Your Knowledge 417Apply Your Knowledge 417Practice Your Knowledge 418Expand Your Knowledge 418MyBCommLab.com 420Improve Your Grammar, Mechanics, and Usage 422Bocoroefitatiors of fiSeport Sources 444Correction SymboHs 450Video Guide 453Handbook of Grammar, Mechanics, and Usage 459Answer Key 489References 493Acknowledgments 507Index 50913
Understanding the Communication Process 39Developing Your Business Communication Skills 40 Committing to Ethical Communication 40Adopting an Audience-Centered Approach 41Improving Your Intercultural Sensitivity 42Giving—and Responding to—Constructive Feedback 47Being Sensitive to Business Etiquette 52Using Communication Technology Effectively 52
