Management Communications

Name: Management Communications
Price: 4890 ISK
Availability: InStock
Author: Arthur H. Bell; Dayle M. Smith
ISBN: 9781118093856

Höfundar: Arthur H. Bell; Dayle M. Smith (Útgáfa: 3)

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Nemendur þurfa framúrskarandi samskiptafærni, jafnt í námi sem í atvinnulífinu. Management Communication er leiðarvísir sem fer skref fyrir skref í gegnum aðferðir til að efla þá færni og ná fram skýrleika og hnitmiðun í viðskiptaskrifum. Höfundarnir fylgja fjögurra þrepa nálgun við kennslu í samskiptum: útskýra, prófa, meta og fullkomna. Þeir veita nemendum í grunn- og framhaldsnámi, stjórnendum og verðandi stjórnendum þau verkfæri sem þarf til að ná valdi á samskiptum.

Nánar um bókina

Útgefandi: Wiley Global Education US

ISBN: 9781118093856

Print ISBN: 9780470084458

Format: ePub

Útgáfa: 3

Höfundar: Arthur H. Bell; Dayle M. Smith

Tungumál: English

Útgefið

Prent takmörkun á líftíma: 100

Prent takmörkun: 10

Afritunar takmörkun: 2

Kaflar

Front Matter
Preface
ACKNOWLEDGMENTS
ABOUT THE AUTHORS
Dedication
Introduction
PART ONE: PILLARS OF MANAGEMENT COMMUNICATION
MEET A MANAGEMENT COMMUNICATOR
CHAPTER 1: Communication Architecture for Professional Success
WRITING FOR YOUR PRESENT AND FUTURE
SPEAKING FOR YOUR PRESENT AND FUTURE
LISTENING FOR YOUR PRESENT AND FUTURE
Communication Checkpoint: Prepare to Listen Your Way to Success
COMMUNICATION TECHNOLOGIES
FAX: DEVELOPING RULES FOR AN OMNIPRESENT COMMUNICATION MEDIUM
Social Utility Networking.
Natural Language Processing.
Virtual Reality.
SPECIFIC CHALLENGES OF THE COMMUNICATION REVOLUTION
More Words.
More Information.
More Ready-Made Messages and Documents.
THRIVING IN AN ERA OF MORE WORDS, MORE INFORMATION, AND MORE STORED DOCUMENTS
PREPARING FOR CEASELESS CHANGE
PLANNING FOR EFFECTIVE COMMUNICATION
GUIDELINES FOR WRITTEN AND ORAL WORK
WHAT IS COMMUNICATION?
WHAT DO WE KNOW ABOUT COMMUNICATION?
Can Words Describe Everything We Experience?
Are You Saying the Same Words That I’m Hearing You Say?
A BUSINESS APPLICATION
A BUSINESS APPLICATION
Why Don’t I Understand You?
A BUSINESS APPLICATION
How Can You Find Out Whether I Understand You?
A BUSINESS APPLICATION
How Can You Communicate to Meet Your Audience’s Needs?
A BUSINESS APPLICATION
What Stops You from Communicating to Me?
A BUSINESS APPLICATION
How Does the Medium Affect the Message?
A BUSINESS APPLICATION
How Does Technology Affect Business Communication?
A BUSINESS APPLICATION
COMMUNICATION PATTERNS WITHIN AN ORGANIZATION
Structured versus Unstructured Patterns
Structured Communication
Unstructured Communication
Communication Patterns
UPWARD, DOWNWARD, AND LATERAL COMMUNICATION
Upward Communication
Downward Communication
Lateral Communication
TEN BARRIERS TO COMMUNICATION
1. Physical Barriers
2. Cultural Barriers
3. Experiential Barriers
4. Perceptual Barriers
FIGURE 1–1: Perceptual Barriers
5. Motivational Barriers
6. Emotional Barriers
7. Organizational Barriers
8. Linguistic Barriers
9. Nonverbal Barriers
10. Competition Barriers
COMMUNICATION ARCHITECTURE
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
CHAPTER 2: A Process for Management Writing
PURPOSE: WHAT ARE YOU TRYING TO COMMUNICATE?
FIGURE 2–1: Purposes of Communication
Communication Checkpoint: Understanding Your Purpose
AUDIENCE: TO WHOM ARE YOU WRITING?
Imagining Your Audience
Analyzing Your Audience
Communication Checkpoint: Analyzing Audience
EXPLORATION: WHAT IDEAS SHOULD YOU CONSIDER?
A BUSINESS APPLICATION
Idea Circle
FIGURE 2–2: Idea Circle
FIGURE 2–3: An Idea Circle of Marketing Ideas for Vinyl-Brite Paint
The Classic Questions
FIGURE 2–4: Idea Circle for a Profit-Sharing Plan
PATTERNS AND OUTLINES: HOW CAN YOU BEST ARRANGE YOUR IDEAS?
How to Organize Ideas
A BUSINESS APPLICATION
Sixteen Patterns of Organization
Communication Checkpoint: Three Ways to Use Organizing Patterns
Outlines
Why Should You Outline?
How Might You Outline?
DETAILS AND EXAMPLES: HOW CAN YOU SUPPORT YOUR POINTS?
Three Roles of Details and Examples
Inform
Verify an Assertion
Illustrate an Abstraction
Four Ways to Persuade Readers to Believe Your Message
Specific
Clearly Understandable
Brief
Focused
WRITING THE FIRST DRAFT
REWRITING, REVISING, AND EDITING
Step 1. Check for Logical Connections.
Step 2. Check for Appropriate Transitions.
Step 3. Eliminate Unnecessary Words.
Step 4. Test Your Diction for Power and Propriety.
Step 5. Check for Grammatical and Mechanical Errors.
Step 6. Make Stylistic Improvements.
Communication Insights
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 3: Individual and Collaborative Styles for Management Writing
WORDS WITHIN THE SENTENCE
Making Language Specific and Concrete
Using Active Versus Passive Verb Patterns
Choosing Positive Language
Avoiding Noun Clusters
Replacing Vague Pronouns
Controlling Emphasis
Using Words Correctly
Eliminating Wordiness
Avoiding Sexist Language
SENTENCES WITHIN THE PARAGRAPH
Developing Effective Sentences
Effective Paragraph Development
Exposition Pattern
Enumeration Pattern
Inquiry Pattern
Questions.
Checking for Paragraph Unity and Coherence
LEADING AND PARTICIPATING IN COLLABORATIVE WRITING TEAMS
The Hazards of Collaborative Writing
The Advantages of Collaborative Writing
Avoiding the Pitfalls of Collaborative Writing
Participating as a Member of a Collaborative Writing Team
Leading a Collaborative Writing Team
Writing for Business Publication
How to Publish an Article
Getting Your Query Letter Started
The Basic Query Letter Pattern
The Reader-Centered Query Letter Pattern
The Issue-Centered Query Letter Pattern
Query Letter or Complete Article?
A BUSINESS LANGUAGE GUIDE FOR NON-NATIVE SPEAKERS OF ENGLISH
WHAT’S GOING WRONG IN YOUR WRITING?
Ten Typical Errors Found in the English Writing of Non-native Speakers
The Unproductive Results of Being Afraid of Making Mistakes
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
CHAPTER 4: Oral Presentations
Communication Checkpoint: Ten Tips for Effective Business Speaking
LEARNING THE TEN TIPS FOR EFFECTIVE BUSINESS SPEAKING
Do Speak Up. Don’t Mumble.
Adjust Your Attitude
Adjust Your Vocal Cords
Do Be Brief. Don’t Talk On and On about Your Points.
Do Look at Your Listeners. Don’t Avoid Looking at Your Listeners.
FIGURE 4–1: Speaker’s Notecard
Do Organize Your Points. Don’t Ramble.
Overview
Reminders
Do Use Visual Aids When Appropriate. Don’t Rely Only on Speaking
Audience Attention
FIGURE 4–2: Typical Attention Curve for a Business Address
FIGURE 4–3: Typical Attention Curve for a Business Address with Visual Aids
A Supplement to Words
Do Use Natural Gestures. Don’t Be Stiff.
FIGURE 4–4: Gestures Appropriately High and in View
Do Maintain a Comfortable Pace. Don’t Rush or Dawdle.
Do Vary Your Volume, Pitch, and Tone. Don’t Talk without Showing Emotion or Expression.
Do Use Pauses Effectively. Don’t Stop and Start.
Why to Pause.
How Long to Pause.
When to Pause.
How Often to Pause.
Do Listen. Don’t Ignore Your Listeners’ Gestures or Comments.
THE ART OF AUDIOVISUAL TELECONFERENCING
UNDERSTANDING THE FEAR OF PUBLIC SPEAKING
FIGURE 4–5: Progressive Steps in Oral Business Communication
Education.
Experience.
Attitude.
Focus on the Present.
THREE SITUATIONS FOR BUSINESS-RELATED SPEAKING
Brief Appreciation and Introduction Speech
Luncheon and Dinner Addresses
Grab Attention Right Away
The Personal Story.
The Anecdote.
Pointed Humor.
The Unexpected Statement.
The Local Fact or Site.
Tell Your Central Message
Conclude with Emphasis
Praise and Appreciation.
Call for Action.
Summary Plus.
Prediction.
Return to the Beginning.
Business Presentations
FIGURE 4–6: A Sample Oral Business Presentation
Opening the Long Presentation
Communication Insights
Striking Visual Aid.
Question.
Quotation.
Unusual Definition.
Analogy.
Developing the Long Presentation
Maintaining Interest in a Long Presentation
Concluding the Long Presentation
Visual Resolution.
Promise.
Challenge.
Reflective Overview.
Appeal to Emotion.
OVERCOMING THE TERROR OF SPEAKER’S NERVES
Preparation and Practice
Impromptu Techniques
Environment and Process Imaging
Social Assurance
Breathing and Body Work
Attitude and Frame of Mind Adjustments
Distraction Techniques
Distraction by Counting
Distraction by Connection to a Cherished Object
Distraction by Focusing on Aspects of the Audience or the Room
Buddy System Approaches
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 5: Listening
THE NEED FOR LISTENING IN BUSINESS
WHY MANAGERS OFTEN FAIL TO LISTEN
Overassertiveness.
Internal Mental Competition.
Assumptions about the Speaker.
Assumptions about the Situation.
Laziness.
IMPROVING YOUR ABILITY TO LISTEN
Changes for Better Listening
Changes in Attitudes
Changes in Habits
Changes in Techniques
Types of Listening
Passive Listening
Attentive Listening
Interactive Listening
Empathetic Listening
Strategies for Listening
Listen to the Whole Message
Listen for Factual Information
Listen for Feelings
Give the Speaker Signs
Communication Checkpoint: Handling Difficult Communication Situations
ASPECTS OF INTERCULTURAL LISTENING
FINAL CONSIDERATIONS
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
SITUATIONAL COMMUNICATION EXERCISE FOR PART I
The Opium Poppy Case
Group One: Private Information (i.e., known only to members of your group)
Group Two: Private Information
Group Three: Private Information
PART TWO: LETTERS, MEMOS, AND E-MAIL
MEET A MANAGEMENT COMMUNICATOR
CHAPTER 6: Formats and Techniques for Business Letters
FIGURE 6–1: A Poorly Written Letter with Many Errors
SHOW YOU CARE ABOUT YOUR READERS
Emphasizing You More Than I
Showing a Warm, Friendly Tone
Focus on People As Well As on Things
Include Feelings with Facts
PREPARING TO WRITE A BUSINESS LETTER
Letters as a Printed Conversation
Letters as a Legal Record
FIGURE 6–2: Letter Edited by a Manager
Letters as a Modern Business Tool
FIGURE 6–3: Audience-based Business Letter
Parts of the Standard Business Letter
FORM LETTERS
Letterhead
FIGURE 6–4: Samples of Letterheads
FIGURE 6–5: Block Style
Date
Inside Address
Subject Statement
Attention Line
Salutation
Body of Your Letter
FIGURE 6–6: Visual Appearance of a Business Letter
FIGURE 6–7: Parts of a Longer Letter Arranged for Easy Reading
Communication Checkpoint: The Six C’s Checklist for a Letter Body
Complimentary Close
Signature
Final Notations
FIGURE 6–8: Letter with Final Notations
Postscript
Standard Formats for Business Letters
FIGURE 6–9: Indented Style
FIGURE 6–10: Modified Block Style
FIGURE 6–11: AMS Simplified Style
Block Style (Figure 6–5).
Indented Style (Figure 6–9).
Modified Block Style (Figure 6–10).
AMS Simplified Style (Figure 6–11).
Communication Checkpoint: Effective Letters
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 7: Saying “Yes” and “No” in Correspondence
FIGURE 7–1: “Yes” Letter that Builds Goodwill
FIGURE 7–2: Partial “Yes” Letter
FORMAT FOR YES LETTERS
Saying “Yes” to Orders
FIGURE 7–3: Positive Response to an Order
Saying “Yes” to Inquiries
FIGURE 7–4: Positive Response to an Inquiry without an Explanation
FIGURE 7–5: Positive Response to an Inquiry with an Explanation
Saying “Yes” to Requests and Invitations
FIGURE 7–6: Positive Response to an Invitation
Saying “Yes” to Credit Applications
FIGURE 7–7: Credit Approval Letter
WRITING YES WHEN YOU’RE UNDER STRESS
Responding Positively to Criticism
FIGURE 7–8: Positive Response to a Negative Letter
Positive Adjustment Letters
FIGURE 7–9: Positive Adjustment Letter
HUMANIZING THE COMPANY
SAYING “NO” DIRECTLY AND POLITELY
FIGURE 7–10: Negative Response without an Explanation
FIGURE 7–11: Negative Response with an Explanation
USING A BUFFER STATEMENT
Communication Checkpoint: Creating Effective Buffers
NEGATIVE RESPONSES
Negative Responses to Orders
FIGURE 7–12: Negative Response to an Order
Negative Responses to Inquiries
FIGURE 7–13: Negative Response to an Inquiry
Negative Responses to Requests and Invitations
FIGURE 7–14: Negative Response to a Request
Communication Checkpoint: Handling Negative Responses
Negative Adjustment Letters
FIGURE 7–15: Negative Adjustment Letter
Denials of Credit
FIGURE 7–16: Letter Denying Credit without Explanation
FIGURE 7–17: Letter Denying Credit with Explanation
FOLLOW-UP LETTERS OF EXPLANATION
Communication Insights
FINAL CONSIDERATIONS IN SAYING “NO”
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
CHAPTER 8: Persuasive Messages
NATURE AND PURPOSE OF PERSUASIVE LETTERS
FOUR TYPES OF PERSUASIVE LETTERS
THE SALES AND PROMOTION LETTER
Arousing the Needs of the Reader
Product/Service First
FIGURE 8–1: Sales Letter with Product/Service First
Needs First
FIGURE 8–2: Sales Letter with Need First
Developing the Sales Letter
S—Spark the Imagination.
A—Announce the Product or Service.
L—List the Advantages to the Client.
E—Express Appreciation and Goodwill.
S—Specify Exactly What the Client Should Do—and When.
FIGURE 8–3: Complete Sales Letter following the S-A-L-E-S Pattern
DIRECT-MAIL LETTERS
Using Envelopes to Invite Curiosity
Getting Attention in the Opening Line
Personalizing the Direct-Sales Letter
FIGURE 8–4: Direct Mail Letter without Inside Address or Salutation
PERSUASION BY ELECTRONIC MAIL INTERNET SITES
FIGURE 8–5: A Persuasive Message as an Internet Pop-up
CLAIM LETTERS
FIGURE 8–6: Claim Letter
COLLECTION LETTERS
The Appearance of Collection Letters
Style of Collection Letters
The Friendly Collection Letter
FIGURE 8–7: Friendly Collection Letter
THE FIRM COLLECTION LETTER
FIGURE 8–8: Firm Collection Letter
The Urgent Collection Letter
FIGURE 8–9: Urgent Collection Letter
The Final Collection Letter
FIGURE 8–10: Final Collection Letter
FINAL CONSIDERATIONS WHEN WRITING PERSUASIVE LETTERS
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
CHAPTER 9: Effective Memos and E-mail
IN-HOUSE COMMUNICATION PRINCIPLES
Give In-House Writing Your Best Effort
Exercise Judgment in Sending Memos
Use Positive Language
FIGURE 9–1: Negative Connotations Distorting the Message
Use Appropriate Procedures
Routing
Filing Considerations
Initialing
Presentation Considerations
Send the Whole Message
Communication Insights
Communication Checkpoint: Check Your Messages for Completeness
Four Common Memo Mistakes
The Telegram Writer
The Scrawler
FIGURE 9–2: Handwritten Memo Containing Many Errors
The Windbag
Communication Insights
The Tease
FIGURE 9–3: Short Memo
Four Common Business Memos
Policy Memo
Notice-of-Change Memo
Inquiry Memo
Update Memo
FIVE GUIDELINES FOR E-MAIL MESSAGES
The Memo to File
FINAL CONSIDERATIONS
FIGURE 9–4: A Partial List of Frequently Written Documents
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
SITUATIONAL COMMUNICATION EXERCISE FOR PART II
The Penny-pitching MBAs
PART THREE: REPORTS AND PROPOSALS
MEET A MANAGEMENT COMMUNICATOR
CHAPTER 10: Short and Long Reports
OVERVIEW OF SHORT REPORTS
Purpose of the Short Report
The Audience for Short Reports
FIGURE 10–1: Short Report Format
Title Page
The Table of Contents
The Letter of Transmittal
FIGURE 10–2: Sample Short Report—Letter of Transmittal (optional)
FIGURE 10–3: Sample Short Report (continued)
FIGURE 10–4: Sample Short Report (continued)
FIGURE 10–5: Sample Short Report (continued)
The Executive Summary
The Report Body
Endnotes, References, or Bibliography
TEN STEPS TO WRITING A SHORT REPORT
FIGURE 10–6: Sample Short Report (continued)
I. Overview
II. Past Policies on Pregnancy at EEW
FIGURE 10–7: Sample Short Report (continued)
III. Present Policies
IV. Evaluation
Figure 1.
FIGURE 10–8: Sample Short Report (continued)
VI. Conclusion
Step 1: Think about the W-O-R-M
Who Will Read the Report?
FIGURE 10–9: Sample Short Report (continued)
What’s the Object of the Report?
FIGURE 10–10: Sample Short Report (continued)
What Is the Range of the Report?
What’s the Method of Presentation?
Step 2: Know What Your Audience Wants
Step 3: Brainstorm about Your Topic
FIGURE 10–11: Cost-of-Training Idea Circle
Step 4: Research Your Topic
FIGURE 10–12: Research Card
FIGURE 10–13: Notes on Key Points and Quotations with Page Reference. Use a computer if available.
FIGURE 10–14: Note Cards with References to Internal Documents
Citing the Internet
Step 5: Arrange Your Major Points
Step 6: Write Your Rough Draft
Step 7: Revise Your Rough Draft
Eight Revision Techniques
FIGURE 10–15: A Portion of a First Draft of a Short Report (in need of revision). Compare with the Polished Draft in Figure 10–6.
FIGURE 10–16: A Short Periodic Report
EXECUTIVE SUMMARY
Overview of Quarterly Sales by Category
Business Developments during the Period
Conclusion, with Recommendations
Step 8: Review the Appearance of Your Rough Draft
Step 9: Prepare Your Final Copy
Step 10: Present Your Report Advantageously
COMMON TYPES OF REPORTS
The Periodic Report
The Computer Report
The Progress Report
FIGURE 10–17: Cover Memo for a Computer Report
FIGURE 10–18: The Computer Report
FIGURE 10–19: The Progress Report
The Trip Report
FIGURE 10–20: Sample Trip Report (Note: This report could be formatted as a typical short report. Because it is short, however, the writer has chosen the memo report format. Notice that headings have been omitted in such a concise report.)
REPORT INVENTORIES
BUILDING STRONG REPORT-WRITING SKILLS IN THE ORGANIZATION
Communication Checkpoint: Ten Steps to Good Short Reports
OVERVIEW OF LONG REPORTS
KEEPING LONG REPORTS CLEAR AND READABLE
Communication Checkpoint: Ten Fatal Ills in Business Writing ... and what to do about them
ELEMENTS OF THE LONG REPORT
FIGURE 10–21: Order of Pages in a Long Report
Cover
Flysheet
Title Page
Table of Contents
Table of Tables
Letter of Authorization
Letter of Transmittal
Executive Summary
Body of the Report
Notes
Bibliography
FORMAT: PAGES AND PAGINATION
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
SAMPLE LONG REPORT
Memo of Authorization
Letter of Transmittal
TABLE OF CONTENTS
I: EXECUTIVE SUMMARY
II: INTRODUCTION
New Norms in Work and Family Structure
Growing Conflicts
III: TASK TEAM APPROACH
Assumptions About Work and Family
Understanding the Honeywell Context
IV: WORK AND FAMILY TASK TEAM RECOMMENDATIONS
Summary of Recommendations
Recommendations
Recommendation A
Rationale
Responsibility for Action
Recommendation B
Rationale
Program Description and Responsibility for Action
Recommendation C
Seminars
Rationale
Benefits to Honeywell
Program Description
Responsibility for Action
Resource Materials
Rationale
Program Description and Responsibility for Action
Recommendation D
Rationale
Responsibility for Action
Recommendation E
Rationale
Program Description
Responsibility for Action
V: CONCLUSION
VI: FOOTNOTES
VII: APPENDICES
APPENDIX A: Module for Employee Seminar on Sick Child Care
APPENDIX B: Module for Employee Seminar on After-School Child Care
APPENDIX C: Materials Used by Task Team
APPENDIX D: Honeywell’s Work and Family Initiatives
APPENDIX E: Other Honeywell Reports on Work and Family Issues
CHAPTER 11: Proposals and Business Plans
OVERVIEW OF PROPOSALS
THREE KEYS TO PERSUASIVE PROPOSALS
Logical Order
Logical Chain
FIGURE 11–1: Logical Flaw
Logical Flaws
Psychological Order
The Placement of Bad News
The Placement of Good News
Solid Evidence
PROPOSAL-WRITING STRATEGIES: A “HOW-TO” GUIDE
1. Determine Requirements for Your Proposal
2. Determine Who Will Evaluate Your Proposal
3. Create an Outline for Your Proposal
I. Overview
II. Problem Analysis
Communication Insights
III. Proposal Specifics
IV. The Budget
V. Conclusion
4. Revise and Polish Your Proposal to Make It Attractive
Advice on Writing Proposals
FIGURE 11–2: Using Topic Headings and Insert Material for Effect
The Form Proposal/Contract
FIGURE 11–3: Combined Proposal Contract
Business Plans
Key Information
Basic Idea
Products and Services
Marketing and Sales
Business Organization
Company Finances
What You Want
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
EXECUTIVE SUMMARY
Overview
Aspects of the Parking Problem at State University
Too Many Cars for Too Few Spaces
Walking Is Impractical for Most University Commuters
A Proposal to Relieve the Parking Problem
Budgetary Considerations
Conclusion
EXAMPLE OF A CONCISE BUSINESS PLAN
EXECUTIVE SUMMARY
I. The Business Concept
II. TeleCycle Products and Services
III. The Business Process
IV. The Marketing Plan
V. Financial Information
Capital Outlay
Projected Income
VI. Management
VII. Specifics of the Business Offering
CHAPTER 12: Graphic Aids for Documents and Presentations
NEW TOOLS FOR NONARTISTS
REASONS FOR USING VISUAL AIDS
WHERE TO BEGIN: THE AUDIENCE’S NEEDS
DISTORTION AND DECEPTION IN VISUAL AIDS
Communication Checkpoint: Using Graphic Aids
VISUAL AIDS FOR BUSINESS DOCUMENTS AND PRESENTATIONS
Photograph
Line Drawing
FIGURE 12–1: Line Drawing
Line Graph
FIGURE 12–2: Line Graph
Multiline Graph
FIGURE 12–3: Multiline Graph
Bar Graph
FIGURE 12–4: Bar Graph
Grouped Bar Graphs
FIGURE 12–5: Grouped Bar Graph
Six Graphs Based on the Same Data as Figure 12-2
Segmented Bar Graph
FIGURE 12–6: Segmented Bar Graph
Line Bar Graph
FIGURE 12–7: Line Bar Graph for Sixth-Month Periods
Pie Chart
FIGURE 12–8: Pie Chart
Pictogram
FIGURE 12–9: Pictogram
Flowchart
FIGURE 12–10: Flowchart
Cutaway or Exploded Drawing
FIGURE 12–11: Cutaway
Time Chart
FIGURE 12–12: Time Chart
Organizational Chart
FIGURE 12–13: Organizational Chart
Map
FIGURE 12–14: Map
VISUAL AIDS FOR ORAL PRESENTATIONS
Storyboard
FIGURE 12–15: Storyboard
Flipchart
FIGURE 12–16: Flipchart
Physical Object
SUMMARY
Flowchart
Grouped Bar Graph
Map
Bar Graph
Organizational Chart
Time Chart
Line Drawing
Cutaway
Pie Chart Generated from Selected Data
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
SITUATIONAL COMMUNICATION EXERCISE FOR PART III
The Nottingham Twins in the Fascinating World of Fast Food
PART FOUR: CAREER COMMUNICATION
MEET A MANAGEMENT COMMUNICATOR
CHAPTER 13: The Career Search, Résumés, and Follow-Up Communications
FINDING THE JOB
Keeping Track of Your Job Leads
FIGURE 13–1: Record Card for Job Search
Tips and Introductions from Friends
Career Opportunities with Former Employers
Visit Personnel Offices
College Placement
Using Ads
Newspaper and Magazine Help-Wanted Ads
Company Ads.
company ad
Agency Ads.
agency ad
Blind Ads.
blind ad #1
blind ad #2
Job-Wanted Ads
Public Agency Ads
WRITING YOUR APPLICATION LETTER AND RÉSUMÉ
The Application Letter
The Invited Application Letter
FIGURE 13–2: Invited Letter of Application
Communication Insights
The Uninvited Application Letter
FIGURE 13–3: Uninvited Letter of Application
The Résumé
Use a Cover Letter of Application
One or Two Pages Are Best
Eliminate Typos and Other Mistakes
Use “At-a-Glance” Appeal
FIGURE 13–4: Two Résumé Formats
Match Your Style to Your Job
Highlight Crucial Elements
Choose the Form that Fits You Best
FIGURE 13–5: Chronological Résumé
FIGURE 13–6: Functional Résumé
Tailor Your Résumé to the Job
TWENTY RÉSUMÉ ERRORS THAT CAN KILL A JOB APPLICATION
Create your Résumé to Highlight Your Best Qualities
The Chronological Résumé
Stating Your Career Objective
CAREER OBJECTIVE:
CAREER OBJECTIVE:
CAREER OBJECTIVE:
CAREER OBJECTIVE:
CAREER OBJECTIVE:
Describing Your Education
Listing Awards and Scholarships
Mentioning Future Educational Plans
Describing Your Employment History
Providing Information on Activities and Interests
Listing References
The Functional Résumé
FIGURE 13–7: Sample Résumé
FOLLOW-UP COMMUNICATIONS: BEFORE AN INTERVIEW
Follow-up Letters
FIGURE 13–8: Follow-up Letter. Same Text for E-mail.
Accepting an Invitation to Interview
FIGURE 13–9: Letter Accepting an Invitation to Interview. Same Text for E-mail.
Responding to “No”
THE JOB INTERVIEW
Preparing for the Job Interview
FIGURE 13–10: Interview Checklist
The Purposes of an Interview
Interview Situations
Off-site Interviews
On-site Interviews
FIGURE 13–11: Thank-You Letter for an Interview. Same text for E-mail.
Supervisory Interviews
Writing That Is Requested During the Interview
Alternative One
Alternative Two
FOLLOW-UP COMMUNICATIONS: AFTER AN INTERVIEW
FIGURE 13–12: Letter of Acceptance. Same Text for E-mail.
FIGURE 13–13: Letter of Postponement. Same Text for E-mail.
FIGURE 13–14: Letter of Refusal. Same Text for E-mail.
The Letter of Thanks
The Letter of Acceptance
The Letter of Postponement
The Letter of Refusal
OTHER CAREER-RELATED LETTERS
The Letter of Resignation
FIGURE 13–15: Resignation Letter. Same Text for E-mail.
The Letter of Recommendation
Communication Checkpoint: Topics for a Letter of Recommendation
USING THE INTERNET TO FIND CAREER OPPORTUNITIES
Searching for Company Job Listings
Getting Where You Want to Go Quickly
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 14: Guidelines for Interviewees and Interviewers
PROBLEMS WITH TRADITIONAL INTERVIEWING TECHNIQUES
THE LEGAL BASIS FOR STRUCTURED INTERVIEWING
WHERE STRUCTURED INTERVIEW QUESTIONS COME FROM
DEVELOPING THE JOB ANALYSIS AND DESCRIPTION
TURNING THE JOB ANALYSIS INTO INTERVIEW QUESTIONS
TRAINING GOOD INTERVIEWERS
SCORING THE STRUCTURED INTERVIEW
DOCUMENTING THE STRUCTURED INTERVIEW
EXAMPLES OF BEHAVIOR-BASED INTERVIEW QUESTIONS
CONDUCTING INTERVIEWS
The Importance of Interviewing
The Roles of an Interviewer
Interview Questions: Closed versus Open
USEFUL PROBES FOR INTERVIEWING
FUTURE DIRECTIONS FOR INTERVIEWING
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
SITUATIONAL COMMUNICATION EXERCISE FOR PART IV
The New Graduate and the Big Bad Wolf
PART FIVE: COMMUNICATION ISSUES FOR MANAGEMENT SUCCESS
MEET A MANAGEMENT COMMUNICATOR
CHAPTER 15: Managing Meetings and Telephone Work
THE HIGH COST OF MEETINGS
Why Managers Dislike Meetings
Reasons Why Company Leaders Perpetuate Bad Meetings
Participating in Meetings
Contribute Information
Show That You Listen to Others
Suggest Positive Alternatives
Notice Nonverbal Reactions
Praise Appropriately
Use Your Social Skills
A Participant’s Guide to Better Meetings
Leading Meetings
A Leader’s Guide to Better Meetings
Escaping Our Accustomed Roles in Meetings
Communication Checkpoint: C-H-E-E-R-S Six Qualities of an Effective Interpersonal Speaker
COMMUNICATING VIA THE TELEPHONE
The BLESS Guidelines
B—Be likable
L—Lead the conversation
E—Explain your key points
S—Sum up
S—Say thanks
Eight Hints for Speaking and Listening on the Telephone
VOICE MAIL: LEARNING TO TALK TO A CHIP
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CONSIDERING THE ETHICAL PERSPECTIVE
CHAPTER 16: Ethics and Law for Management Communication
PERSONAL ETHICS: TOUGH DECISIONS
CONFLICTING VALUES
Choosing a Moral Response
The Process of Making Ethical Decisions
TYPICAL MORAL DILEMMAS CONFRONTING BUSINESS COMMUNICATORS
Cosmetic Half-truths
Outright Lies
Unethical Company Practices
Harmful or Potentially Harmful Actions by the Company
Company Allegiances
ETHICS: MORAL VERSUS LEGAL ISSUES
THE LEGAL CONSEQUENCES OF GIVING YOUR WORD
You and Your Employer
FIGURE 16–1: Guide Letter Suggested by Legal Staff
FIGURE 16–2: Original Letter, Flawed by Obvious Legal Snares
FIGURE 16–3: Longer Letters Can Stray into Illegal Areas
FIGURE 16–4: Short Letters Can Avoid Illegal Areas
You and Your Files
You and Your Customer
Warranties and Guarantees
Credit
FIGURE 16–5: Wordy Credit Refusal that May Be Legally Hazardous
FIGURE 16–6: Effective Credit Refusal
Collections
You and Your Employees
Privacy
Equal Opportunity and Affirmative Action
People with Disabilities
Labor Relations
Recommendations
You and the Government
You and Your Product or Service
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
A MASTERCASE FOR COMMUNICATION ETHICS
CHAPTER 17: Gender Communication
HOW WOMEN TEND TO COMMUNICATE IN BUSINESS
Characteristics Associated with Gender Communication Patterns
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 18: Crisis Communication and Media Relations
LEARNING TO PREDICT THE UNPREDICTABLE
HOW TO PREPARE YOUR COMPANY FOR CRISIS
DIVIDING RESPONSIBILITIES FOR CRISIS PREPARATION
External Communications with Wholesalers and Retailers
Internal Communications with Employees
Communication with Company Stakeholders, Including Shareholders
Communication from the CEO’s Office
Coordination with Legal Counsel
Communication with the Public
Communication with Media Representatives
Communication with Impacted Parties
Communication with External Expertise
Communication with Key People
SAMPLE OUTLINE FOR A CRISIS COMMUNICATION PLAN
MEDIA RELATIONS
GUIDELINES FOR SUCCESSFUL MEDIA RELATIONS
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
CHAPTER 19: Communication for Intercultural Management
AN EVER-MORE-GLOBAL BUSINESS WORLD
THE MEETING OF CULTURES
RECOGNIZING CULTURAL MISCONCEPTIONS
Examples of Intercultural Misunderstandings
Eleven Common Areas of Intercultural Misunderstanding
EXAMINE YOUR OWN LANGUAGE AND CULTURAL HABITS
Avoid Slang and Idioms
Slow Down Your Speech
Check for Comprehension
WHERE TO LEARN ABOUT OTHER CULTURES
Visit the Country’s Embassy or Consulate
Seek out Cultural Training
Ask People Who Have Been There
Study the Language
WRITING FOR INTERCULTURAL BUSINESS
FIGURE 19–1: A Japanese Manager’s Memo
FIGURE 19–2: An English Translation
FIGURE 19–3: An American Response to a Japanese Memo
FIGURE 19–4: A Chilean Manager’s Memo
FIGURE 19–5: An English Translation
FIGURE 19–6: An American Response to a Chilean Memo
FIGURE 19–7: A Russian Manager’s Memo
FIGURE 19–8: An English Translation
FIGURE 19–9: An American Response
CHINA: AN EXTENDED CASE IN MANAGEMENT COMMUNICATION
MAKING PRESENTATIONS IN INTERCULTURAL SETTINGS
The Introduction
The Method of Argumentation
The Use of Visual Aids
The Use of Humor
The Conclusion and Recommendation
YOUR FUTURE AS AN INTERCULTURAL BUSINESSPERSON
SUMMARY
QUESTIONS FOR DISCUSSION
EXERCISES
WEB ASSIGNMENTS
A PRACTICAL COMMUNICATION DILEMMA
SITUATIONAL COMMUNICATION EXERCISE FOR PART V
The New Teacher at Pivotal Private High School
MEET A MANAGEMENT COMMUNICATOR
Back Matter
APPENDIX A: Management Communication Cases
CASE 1: WORDS, WORDS, WORDS
Writing Activities
Speaking Activities
CASE 2: NO ONE CAN WRITE AROUND HERE!
Individual Writing Assignments
Group Writing Assignments
Individual Speaking Assignments
Group Speaking Assignments
CASE 3: CAN’T GET STARTED
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 4: RAYTEX COMPUTERS, INC.
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
fact sheet Raytex Computers, Inc.
CASE 5: SHORT AND NOT SO SWEET
Individual Writing Assignments
Group Writing Assignments
Individual Speaking Assignments
Group Speaking Assignments
CASE 6: CHIPS
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
fact sheet Chips
CASE 7: FOR ALL THE RIGHT REASONS
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
fact sheet The King’s Head
The building
The lease
Utility expense
The area
CASE 8: VISIT FOR A DAY, STAY FOR A LIFETIME
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
fact sheet Pebble Brook Shores
Number of units
Features
Price range
CASE 9: CONVENING THE CONVENTION
Individual Writing Activities
Group Writing Activities
fact sheet Cotton Products
CASE 10: FOOD, GLORIOUS FOOD
Individual Writing Activities
Group Writing Activities
INDIVIDUAL SPEAKING ACTIVITIES
GROUP SPEAKING ACTIVITIES
CASE 11: YOU’RE SITTING ON MY PROFIT
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 12: INSERT TAB A INTO SLOT B
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 13: SEVEN HUNDRED TODDLERS FOR SALE
Individual Writing Assignments
Group Writing Assignments
Individual Speaking Assignments
Group Speaking Assignments
CASE 14: I KNOW SOMEONE LOOKING FOR WORK
Individual Writing Assignments
Group Writing Assignments
Individual Speaking Assignments
Group Speaking Assignments
CASE 15: TAKE ME, I’M YOURS
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 16: OH MY GOSH, THEY WANT TO INTERVIEW ME
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 17: TAKE ME AWAY FROM ALL THIS!
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 18: TRUCKS TO REMEMBER
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 19: THE TONGUE-TIED PRESIDENT
Individual Writing Assignments
Group Writing Activities
Individual Speaking Assignments
Group Speaking Assignments
CASE 20: LIES, LIES, LIES
fact sheet Anti-Dreamboat Advertisements by Spongie Corporation
Individual Writing Activities
Group Writing Activities
Individual Speaking Activities
Group Speaking Activities
CASE 21: MIRROR, MIRROR
Writing Activities
Speaking Activities
CASE 22: GET READY, GET SET, GET EDUCATED
Writing Activities
Speaking Activities
CASE 23: WOULD YOU BUY A USED CAR FROM THIS PERSON?
Individual Writing Assignments
Group Writing Assignments
Individual Speaking Activities
Group Speaking Experiences
CASE 24: BUT THAT’S WHAT YOU SAID
Writing Activities
Speaking Activities
CASE 25: HAVE WE GOT A DEAL FOR YOU
Writing Activities
Speaking Activities
APPENDIX B: Grammar, Punctuation, and Usage
SENTENCES MUST BE COMPLETE
SENTENCES MUST BE DISTINCT
SENTENCES MUST BE ORDERLY
SUBJECT AND VERB MUST AGREE
Pronoun Choice
Comma
SEMICOLONS
COLONS
APOSTROPHES
QUOTATION MARKS
ITALICS
PARENTHESES
DASHES
HYPHENS
CAPITALIZATION
APPENDIX C: Documentation
THE PURPOSES OF DOCUMENTATION
ITEMS TO DOCUMENT
AVOIDING PLAGIARISM
Examples
MODERN LANGUAGE ASSOCIATION (MLA) DOCUMENTATION GUIDELINES
In-text Citation
Citing a Single Author
Citing Multiple Authors
Bibliography or Works Cited
Required Citation Information for Books
A Book by Multiple Authors
Multiple Books by the Same Author
Organization Author
Anonymous Author
Pamphlet Citation
Citation of an Article in a Collection
Citation of a Government Publication
Citation of Association Proceedings
Required Citation Information for Periodicals
Citation of a Newspaper Article
Citation of a Magazine or Journal Article
Citation of a Review
Citation of Other Sources
Software
TV and Radio
Recordings
DVDs and Films
Interviews
Lectures and Speeches
AMERICAN PSYCHOLOGICAL ASSOCIATION (APA) DOCUMENTATION GUIDELINES
APA Guidelines for References
Review
Software
DVDs and Films
Interviews
Lectures and Speeches
DOCUMENTING INTERNET SOURCES
Index