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BusinessCommunicationTodayCourtland L. BovéeProfessor of Business CommunicationC. Allen Paul Distinguished ChairGrossmont CollegeJohn V. ThillChairman and Chief Executive OfficerGlobal Communication StrategiesA01 BOVE1612 15 SE FM.indd 111/18/19 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 graphicspublished as part of the services for any purpose. All such documents and related graphics are provided “as is” without warranty of any kind. Microsoftand/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all warranties and conditions ofmerchantability, whether express, implied or statutory, fitness for a particular purpose, title and non-infringement. In no event shall Microsoft and/or itsrespective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whetherin an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of information available from theservices.The documents and related graphics contained herein could include technical inaccuracies or typographical errors. Changes are periodically added to theinformation herein. Microsoft and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described hereinat 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 endorsedby 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 protectedby copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission inany form or by any means, electronic, mechanical, photocopying, recording, or otherwise. For information regarding permissions, request forms, and theappropriate contacts within the Pearson Education Global Rights and Permissions department, please visit www.pearsoned.com/permissions/.Cover image: Jesus Sanz/ShutterstockAcknowledgments 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, andany references to third-party trademarks, logos, icons, or other trade dress are for demonstrative or descriptive purposes only. Such references are not intendedto imply any sponsorship, endorsement, authorization, or promotion of Pearson’s products by the owners of such marks, or any relationship between theowner and Pearson Education, Inc., or its affiliates, authors, licensees, or distributors.Library of Congress Cataloging-in-Publication DataNames: 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—dc23LC record available at CodeISBN 10: 0-13-589161-2ISBN 13: 978-0-13-589161-2A01 BOVE1612 15 SE FM.indd 211/18/19 9:08 PM
DedicationThis book is dedicated to the many thousands of instructors and studentswho use Bovée and Thill texts to develop career-enhancing skills in business communication. We appreciate the opportunity to play a rolein your education, and we wish you the very best with your careers.Courtland L. BovéeJohn V. ThilliiiA01 BOVE1612 15 SE FM.indd 311/18/19 9:08 PM
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Brief ContentsPreface About the Authors Prologue PART 1Understanding the Foundations of Business Communication 123PART 2Applying the Three-Step Writing Process 456PART 3PART 5PART 6335739799129159Digital, Social, and Visual Media 187Digital Media Social Media Visual Media 189215247Brief Messages 27910 Writing Routine and Positive Messages 11 Writing Negative Messages 12 Writing Persuasive Messages 281307343Reports and Proposals 37113 Finding, Evaluating, and Processing Information 14 Planning Reports and Proposals 15 Writing and Completing Reports and Proposals 373395423Developing and Delivering Business Presentations 1617PART 71Planning Business Messages Writing Business Messages Completing Business Messages 789PART 4Professional Communication in a Digital, Social, Mobile World Collaboration, Interpersonal Communication, and Business Etiquette Communication Challenges in a Diverse, Global Marketplace xvxxviiixxixDeveloping Presentations in a Social Media Environment Enhancing Presentations with Slides and Other Visuals Writing Employment Messages and Interviewing for Jobs 1819Building Careers and Writing Résumés Applying and Interviewing for Employment 463465491515517551APPENDIX A Format and Layout of Business Documents APPENDIX B Documentation of Report Sources APPENDIX C Correction Symbols 587601608Handbook of Grammar, Mechanics, and Usage Name Index Subject Index 611641644vA01 BOVE1612 15 SE FM.indd 511/18/19 9:08 PM
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ContentsPreface xvAbout the Authors xxviiiPrologue xxixPart 1Understanding the Foundations ofBusiness Communication 11Professional Communication ina Digital, Social, Mobile World 3COMMUNICATION CLOSE-UP AT Affectiva 3Understanding 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 3637383840Collaborating on Communication Efforts 41Collaboration Arrangements Giving—and Responding to—Constructive Feedback Technologies for Collaborative Communication 414243454646495166810161617Committing to Ethical and Legal Communication 242425252628COMMUNICATION CHALLENGES AT Affectiva 28Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 36Types 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 10121215Developing 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 3545610The Potential Benefits of Communication Technology The Spectrum of Contemporary Communication Technology 354Exploring the Communication Process Using Technology to Improve Communication 2Collaboration, InterpersonalCommunication, andBusiness Etiquette 29293030303232APPLY YOUR SKILLS NOW Practice Your Professionalism 9Improving Your Listening Skills 52Understanding Why Listening Is Such aComplex Process Becoming a Better Listener 5354Improving Your Nonverbal Communication Skills 58Recognizing Nonverbal Communication Using Nonverbal Communication Effectively 5860Developing Your Business Etiquette 60Business Etiquette in the Workplace Business Etiquette in Social Settings Online Etiquette Telephone Etiquette Mobile Device Etiquette 6162636364COMMUNICATION CHALLENGES AT Salesforce 64Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 65656666676868ETHICS DETECTIVE Solving the Case of theMissing Team 37INTELLIGENT COMMUNICATION TECHNOLOGY Hi, I’m anAlgorithm, Your New Teammate 45viiA01 BOVE1612 15 SE FM.indd 711/18/19 9:08 PM
viii3ContentsCommunication Challengesin a Diverse, GlobalMarketplace 73COMMUNICATION CLOSE-UP AT Kaiser Permanente 73Understanding the Opportunities and Challengesof Communication in a Diverse World 74The 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 COMMUNICATION CHALLENGES AT KaiserPermanente 92Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 93939394949595INTELLIGENT COMMUNICATION TECHNOLOGY Real-TimeTranslation 91Analyzing the Situation Defining Your Purpose Developing an Audience Profile Gathering Information Uncovering Audience Needs Finding Your Focus Providing Required Information 4Planning BusinessMessages 99COMMUNICATION CLOSE-UP AT Wolff Olins 99Understanding the Three-Step Writing Process Optimizing Your Writing Time Planning Effectively A01 BOVE1612 15 SE FM.indd 8100101101102102104104105105Selecting the Best Combination of Media andChannels 107The 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 107111114114115116116118COMMUNICATION CHALLENGES AT Wolff Olins 121Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 122122122123123125125ETHICS DETECTIVE Solving the Case of theMissing Safety Warning 106INTELLIGENT COMMUNICATION TECHNOLOGY ShapingStories with the Help of Artificial Intelligence 5120Writing Business Messages 129COMMUNICATION CLOSE-UP AT Lumen/KaleighMoore 129Adapting to Your Audience: Being Sensitiveto Audience Needs Using the “You” Attitude Maintaining Standards of Etiquette Emphasizing the Positive Using Bias-Free Language 130130131132133Adapting to Your Audience: Building StrongRelationships 134Establishing Your Credibility Projecting Your Company’s Image Adapting to Your Audience: Controlling YourStyle and Tone Part 2Applying the Three-Step WritingProcess 97101Creating a Conversational Tone Using Plain Language Selecting the Active or Passive Voice 134135136136137137Composing Your Message: Choosing PowerfulWords 138Using Words Correctly Using Words Effectively Understanding Denotation and Connotation Balancing Abstract and Concrete Words 138139141142Composing Your Message: Creating EffectiveSentences 142Choosing from the Four Types of Sentences Using Sentence Style to Emphasize Key Thoughts 14214411/18/19 9:08 PM
ixContents Composing Your Message: Crafting Unified,Coherent Paragraphs 145Creating the Elements of a Paragraph Choosing the Best Way to Develop Each Paragraph 145148Writing Messages for Mobile Devices 149COMMUNICATION CHALLENGES AT Lumen/Kaleigh Moore 151Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 151152152153153155155INTELLIGENT COMMUNICATION TECHNOLOGY AmplifyingYour Writing with Augmented Writing Software 143APPLY YOUR SKILLS NOW Think Now, Write Later 1476Completing BusinessMessages 159COMMUNICATION CLOSE-UP AT Type Together 159Revising Your Message: Evaluating the First Draft 160Evaluating 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 ding Your Message 176Distributing Your Message 178COMMUNICATION CHALLENGES AT Type Together 178Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 179179180180180183183DEVELOPING AS A PROFESSIONAL Being Dependableand Accountable 165APPLY YOUR SKILLS NOW Make QA Part of YourCommunication Process 177Part 3Digital, Social, and Visual Media 1877Digital Media 189COMMUNICATION CLOSE-UP AT Slack 189Digital Media for Business Communication A01 BOVE1612 15 SE FM.indd 9190Digital and Social Media Options 190Compositional Modes for Digital and Social Media 191The Emoji Question—Overcoming the Limitations of Lean Media 194Email 195Planning Email Messages Writing Email Content The Subject Line: Persuading People to Open Your Messages Completing Email Messages Business Messaging 195196197198200Categories of Business Messaging Tips for Successful Messaging 200201Website Content 202Organizing Website Content Drafting Website Content 202204Podcasting 205COMMUNICATION CHALLENGES AT Slack 206Key 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-GradeEmail SkillsINTELLIGENT COMMUNICATION TECHNOLOGY NiceChatting with You 8207207208208208210210196200Social Media 215COMMUNICATION CLOSE-UP AT ExterionMedia 215How Businesses Use Social Media for Internaland External Communication 216Strategies and Tactics for Successful SocialMedia Use 220Establishing a Social Media Strategy Developing Social Media Content Managing the Organizational Challenges of Social Media 220222227Social Networking for Business Communication 227Categories of Social Networking Platforms Four Content Strategies for Business Social Networking 228228Successful Business Blogging 230Business Applications of Blogging Tips for Successful Blogging 230231Twitter 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 234235236236236237COMMUNICATION CHALLENGES AT ExterionMedia 238Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 238239239239240241241INTELLIGENT COMMUNICATION TECHNOLOGY Monitoringthe Social Media Sphere with Smart Listening Tools 22211/18/19 9:08 PM
xContents9Request Specific Action in a Courteous Close Visual Media 247COMMUNICATION CLOSE-UP AT Tableau Software 247Understanding Visual Communication The Power of Images The Visual Evolution in Business Communication Visual Design Principles The Ethics of Visual Communication 248248249250251Identifying Points to Illustrate 253Selecting Visuals for Presenting Data 254Tables 254Line and Surface Charts 256Bar Charts, Pictograms, and Gantt Charts 257Scatter and Bubble Diagrams 257Radar Diagrams 259Pie Charts 260Data Visualization 261Selecting Visuals for Presenting Information,Concepts, and Ideas 261Flowcharts and Organization Charts 261Maps 263Illustrations, Diagrams, and Photographs 263Infographics 264Producing 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 264265265266267268268270272COMMUNICATION CHALLENGES AT Tableau Software 272Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 273273274274274276277INTELLIGENT COMMUNICATION TECHNOLOGYAugmented Reality and Virtual Reality 249ETHICS DETECTIVE Solving the Case of the HiddenNumbers 253Part 4Brief Messages 10279Writing Routine and PositiveMessages 281COMMUNICATION CLOSE-UP ATProductivityReport 281Strategy for Routine Requests 282Open with Your Request Explain and Justify Your Request 282282A01 BOVE1612 15 SE FM.indd 10Common Examples of Routine Requests Asking for Information or Action Asking for Recommendations Making Claims and Requesting Adjustments 283283283283285Strategy for Routine Replies, Routine Messages,and Positive Messages 288Open with the Main Idea Provide Necessary Details and Explanation End with a Courteous Close 288289289Common Examples of Routine Replies, RoutineMessages, and Positive Messages 290Answering 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 290290291293294294294COMMUNICATION CHALLENGES AT ProductivityReport 297Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 298298298298299301301ETHICS DETECTIVE Solving the Case of the ImaginaryGood News 288DEVELOPING AS A PROFESSIONAL Maintaining aConfident, Positive Outlook 11295Writing Negative Messages 307COMMUNICATION CLOSE-UP AT WELLS FARGO 307Using the Three-Step Writing Process forNegative Messages Step 1: Planning a Negative Message Step 2: Writing Negative Messages Step 3: Completing Negative Messages 308308309310Using the Direct Approach for NegativeMessages 311Open with a Clear Statement of the Bad News Provide Reasons and Additional Information Close on a Respectful Note 311311312Using the Indirect Approach for NegativeMessages 312Open with a Buffer Provide Reasons and Additional Information Continue with a Clear Statement of the Bad News Close on a Respectful Note 312313314315Maintaining High Standards of Ethicsand Etiquette 316Sending Negative Messages on RoutineBusiness Matters 317Making Negative Announcements on RoutineBusiness Matters 31711/18/19 9:08 PM
Contents Rejecting Suggestions and Proposals Refusing Routine Requests Handling Bad News About Transactions Refusing Claims and Requests for Adjustment 317319319320Sending Negative Organizational News 321Communicating Under Normal Circumstances Responding to Negative Information in a SocialMedia Environment Communicating in a Crisis Sending Negative Employment Messages 322324324325Refusing Requests for Recommendations and References 325Refusing Social Networking RecommendationRequests 326Rejecting Job Applications 326Giving Negative Performance Reviews 328Terminating Employment 328COMMUNICATION CHALLENGES AT Wells Fargo 330Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 330330332332332334334ETHICS DETECTIVE Solving the Case of theDeceptive Soft Sell 316APPLY YOUR SKILLS NOW PREPARE YOURSELF FOR ADIFFICULT CONVERSATION 12322Writing PersuasiveMessages 343COMMUNICATION CLOSE-UP AT Stitch Fix 343Using the Three-Step Writing Process forPersuasive Messages Step 1: Planning Persuasive Messages Step 2: Writing Persuasive Messages Step 3: Completing Persuasive Messages 344344347347Developing Persuasive Business Messages 348Strategies for Persuasive Business Messages Common Examples of Persuasive Business Messages 348355Developing Marketing and Sales Messages 357Planning 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 357358358359360COMMUNICATION CHALLENGES AT Stitch Fix 361Key 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 361361362363363364364352ETHICS DETECTIVE Solving the Case of the IncredibleCredibility 360A01 BOVE1612 15 SE FM.indd 11Part 5Reports and Proposals 13Finding, Evaluating, andProcessing Information xi371373COMMUNICATION CLOSE-UP AT Strategyzer 373Planning 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 374375375375376376376377380381Gathering Information with Surveys Gathering Information with Interviews 381383Processing Data and Information 385Quoting, Paraphrasing, and Summarizing Analyzing Numeric Data Applying Your Findings Summarizing Your Research Drawing Conclusions Making Recommendations Making Your Research Available to Others 385386388388389389389COMMUNICATION CHALLENGES AT Strategyzer 389Key Terms Summary of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 390390391391391393393INTELLIGENT COMMUNICATION TECHNOLOGY FindingMeaning with Text Mining 14385Planning Reports and Proposals 395COMMUNICATION CLOSE-UP AT John Deere 395Applying the Three-Step Writing Process toReports 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 39639640040040140240340340440540840841141111/18/19 9:08 PM
xiiContentsCOMMUNICATION CHALLENGES AT John Deere 417Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 417417418418418420420ETHICS DETECTIVE Solving the Case of the OverblownProposal 41215Writing and CompletingReports and Proposals 423Company 423Writing Reports and Proposals: Adapting toYour Audience 424Being Sensitive to Your Audience’s Needs Building Strong Relationships with Your Audience Controlling Your Style and Tone Make Your Reports Easier to Read 424424424425Provide Quality Content Make Your Reports Easier to Write Drafting Proposal Content Define the Proposal’s Purpose Select the Elements to Include in a Proposal 427427428428428429Completing Reports and Proposals 431Producing Formal Reports and Proposals Distributing Reports and Proposals 432435Writing Requests for Proposals 436COMMUNICATION CHALLENGES AT McKinsey &Company 453Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career Part 6Developing and DeliveringBusiness Presentations 16453453454454454455455463Developing Presentations ina Social Media Environment 465COMMUNICATION CLOSE-UP AT BarnettInternational 465Planning 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 12Choosing Your Presentation Method Practicing Your Delivery Preparing to Speak Overcoming Anxiety Handling Questions Responsively Giving Impromptu Speeches Ensuring Successful Team Presentations porating Technology in YourPresentation 482Embracing the Backchannel Giving Presentations Online COMMUNICATION CLOSE-UP AT McKinsey &Drafting Report Content Delivering a Presentation 483483COMMUNICATION CHALLENGES AT BarnettInternational 485Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 485485486486486487487DEVELOPING AS A PROFESSIONAL Recoveringfrom Disasters 48017Enhancing Presentationswith Slides and Other Visuals491COMMUNICATION CLOSE-UP AT Duarte 491Planning Your Presentation Visuals Selecting the Type of Visuals to Use Verifying Your Design Plans Choosing Structured or Free-Form Slides 492492493493Advantages and Disadvantages of StructuredSlides 494Advantages and Disadvantages of Free-Form Slides 495Designing 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 ON CHALLENGES AT Duarte 508Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 509509510510510512512DEVELOPING AS A PROFESSIONAL Being aTeam Player 50211/18/19 9:08 PM
Contents Part 7Writing Employment Messagesand Interviewing for Jobs 18515Building Careers and WritingRésumés 517COMMUNICATION CLOSE-UP AT Burning Glass 517Finding the Ideal Opportunity in Today’s JobMarket 518Writing the Story of You Learning to Think Like an Employer Researching Industries and Companies of Interest Translating Your General Potential into a Specific Solutionfor 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 8529Completing Your Résumé 533Revising Your Résumé Producing Your Résumé Proofreading Your Résumé Distributing Your Résumé 533535538539Building an Effective LinkedIn Profile 540COMMUNICATION CHALLENGES AT Burning Glass 543Key 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 543544544544545546546524INTELLIGENT COMMUNICATION TECHNOLOGY MakeFriends with the Résumé Bots 19530Applying and Interviewingfor Employment 551COMMUNICATION CLOSE-UP AT Patreon 551Submitting 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 13xiiiCommon Types of Interviews and Interview Questions 560Interview Media 562What Employers Look For in an Interview 564Preemployment Testing and BackgroundChecks 564Preparing 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 Resignation 6576576COMMUNICATION CHALLENGES AT Patreon 578Key Terms Summary Of Learning Objectives Test Your Knowledge Apply Your Knowledge Practice Your Skills Expand Your Skills Build Your Career 579579579580580581581INTELLIGENT COMMUNICATION TECHNOLOGYGetting Comfortable with AI-Assisted Recruitingand Interviewing 559INTELLIGENT COMMUNICATION TECHNOLOGYImproving Fairness and Finding Better Talent withBlind Auditions 564Appendix AFormat and Layout of BusinessDocuments 587First Impressions 587Paper 587Customization 587Appearance 587Letters 588Standard Letter Parts Additional Letter Parts Letter Formats 588591593Envelopes 594Addressing The Envelope Folding To Fit International Mail 595597597552Memos 599552558Reports 599558558Margins 599Headings 600Page Numbers 60011/18/19 9:08 PM
xivContentsAppendix BDocumentation of Report Sources Chicago Humanities Style In-Text Citation—Chicago Humanities Style Bibliography—Chicago Humanities Style APA Style In-Text Citation—APA Style List Of References—APA Style MLA Style In-Text Citation—MLA Style List of Works Cited—MLA Style Appendix CCorrection Symbols Handbook of Grammar, Mechanics,and Usage 6012.06016026046046046046046053.0611Assessment of English Skills 613Essentials of Grammar, Mechanics, and Usage 613Mechanics 3.13.23.33.43.5608611Punctuation 2.1 Periods 2.2 Question Marks 2.3 Exclamation Point
PART 1 Understanding the Foundations of Business Communication 1 1 Professional Communication in a Digital, Social, Mobile World 3 2 Collaboration, Interpersonal Communication, and Business Etiquette 35 3 Communication Challenges in a Diverse, Global Marketp
