今日商务沟通 英文第5版PDF电子书下载

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION 1

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION 1

Chapter 1: Communicating Successfully in an Organization 2

COMMUNICATION CLOSE-UP AT DISNEY 2

CHAPTER 1: Communicating Successfully in an Organization 2

Communication, Business and You 4

Communication Skills——Eight Great Ways They Help Advance Your Career 4

Sharpening Your Skills 4

The Internal Communication Network 6

Formal Communication Channels 8

Informal Communication Channels 11

The External Communication Network 12

Formal Contacts with Outsiders 12

An Open Communication Climate 17

Characteristics of Effective Organizational Communication 17

Informal Contacts with Outsider 17

A Commitment to Ethical Communication 18

Focusing on Ethics Ethical Boundaries:Where Would You Draw the Line? 19

An Understanding of Intercultural Communication 21

A Proficiency in Communication Technology 22

An Audience- Centered Approach to Communication 22

An Efficient flow of Communication Messages 23

Summary 24

COMMUNICATION cHALLENGES AT DISNEY 25

Critical Thinking Questions 25

Exercises 26

CHAPTER 2: Understanding Business Communication 28

COMMUNICTATION CLOSE-UP AT METAMORPHOSIS STUDIOS 28

Chapter 2: Understanding Business Communication 28

The Basic Forms of Communication 30

Nonverbal Communication 30

Verbal Communication 33

Communicating Across Cultures Actions Speak Louder Than Words All Around the World 34

The Process of Communication 36

Formulating a Message 37

Overcoming Communication Barriers 38

Sharpening Your Skills Eight Keys to Achieving Total Quality and Customer Satisfaction 46

How to Improve Communication 46

Create the Message Carefully 47

Facilitate Feedback 48

Minimize Noise 48

Summary 49

COMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS 50

Critical Thinking Questions 50

Documents for Analysis 50

Exercises 51

Chapter 3: Communicating Interculturally 54

CHAPTER 3: Communicating Interculturally 54

COMMUNICATION CLOSE-UP AT PROCTER GAMBLE 54

The Importance of Intercultural Business Communication 56

Communicating with Cultures Abroad 56

Communicating with a Cultarally Diverse Work Force 58

The Basics of Intercultural Business Communication 59

Understanding Culture 59

Recognizing Cultural Differences 60

Communicating Across Cultures Test Your Intercultural Knowledge 61

Dealing with Language Barriers 65

Communicating Across Cultures Does an “English-Only”Policy Violate Employees’Rights? 68

Dealing with Ethnocentric Reactions 69

Tips for Communicating with People from Other Cultures 70

Learning About a Culture 70

Developing Intercultural Communication Skills 71

Negotiating Across Cultures 72

Handling Written Communication 74

Handling Oral Communication 79

Summary 80

COMMUNICATION CHALLENGES AT PROCTER GAMBLE 80

Critical Thinking Questions 81

Exercises 81

COMMUNICATION CLOSE-UP AT HEWLETT-PACKARD 84

Chapter 4: Communicating Through Technology 84

Chapter 4: Communicating Through Technology 84

Technology in Contemporary Business Communication 86

Technology in Written Communication 87

Creating Printed Documents 87

Keeping Pace with Technology Techniques for finding Articles Online 92

Creating Electronic Documents 97

Sharpening Your Skills Five Powerful Tools to Help You Creat Quality Documents Quickly and Easily 98

Technology in Oral Communication 106

Individual Communication 106

Group Communication 106

How Technology Is Changing Communication 107

COMMUNICATION CHALLENGES AT HEWLETT-PACKARD 108

Summary 108

Critical Thinking Questions 109

Exercises 109

PART 2 THE WRITING PROCESS 111

PART 2 THE WRITNG PROCESS 111

CHAPTER 5: Planning Business Messages 112

COMMUNICATION CLOSE-UP AT GENERAL MILLS 112

Chapter 5: Planning Business Messages 112

Understanding the Composition Process 113

Sharpening Your Skills Overcoming Your Fear of the Blank Page 114

A Ten-Stage Process 114

Collaboration 116

Examining the Composition Process 117

Stage 1: Defining Your Purpose 117

Why You Need a Clear Purpose 117

Schedules 117

How to Test Your Purpose 118

Common Purposes of Business Messages 118

Stage 2:Analyzing Your Audience 119

Develop Your Audience's Profile 120

Satisfy Your Audience's Informational Needs 121

Communicating Across Cultures Understand Intercultural Audiences, and You'll Be Understood 122

Satisfy Your Audience's Motivational Needs 124

Satisfy Your Audience's Practical Needs 125

Stage 3: Establishing the Main Idea 126

Use Prewriting Techniques 127

Stage 4: Selecting the Appropriate Channel and Medium 128

Limit the Scope 128

Oral Communication 129

Written Communication 130

Electronic Communication 133

Summary 134

COMMUNICATION CHALLENGES AT GENERAL MILLS 135

Exercises 136

Critical Thinking Questions 136

COMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP 138

Chapter 6: Composing Business Messages 138

CHAPTER 6: Composing Business Messages 138

What Good Organization Means 140

Stage 5: Organizing Your Message 140

Why Good Organization Is Important 141

How Good Organization Is Achieved 145

Focusing on Ethics The Tangled Web of Internet Copyrights 148

Stage 6:Formulating Your Message 155

Controlling Your style and Tone 156

Composing Your First Draft 156

Shaping Your E-mail Message 164

Keeping Pace with Technology E-mail Etiquette：Minding Your Manners Online 168

Summary 169

Documents for Analysis 170

COMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP 170

Exercises 171

Critical Thinking Questions 171

COMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM 174

CHAPTER 7: Revising Business Messages 174

Chapter 7: Revising Business Messages 174

Stage 7:Editing Your Message 176

Evaluating Your Content and Organization 176

Reviewing Your Style and Readability 178

Assessing Your Word Choice 179

Communicating Across Cultures More than Word for Word-The Importance of Accurate Translation 184

Critiquing Another's Writing 188

Stage 8: Rewriting Your Message 189

Create Effective Sentences 189

Develop Coherent Paragraphs 197

Stage 9:Producing Your Message 200

Design Elements 200

Design Decisions 203

Use Grammar and Spell Checkers Wisely 204

Stage 10:Proofing Your Message 204

Proof Your Mechanics and Format 204

Sharpening Your Skills How to Proofread Like A Pro:Tips for Creating the Perfect Document 205

Summary 207

COMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM 208

Critical Thinking Questions 208

Documents for Analysis 208

Exercises 209

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES 213

PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES 213

COMMUNICATION CLOSE-UP AT THE NATURE COMPANY 214

Chapter 8: Writhe Direct Requests 214

CGAOTER 8: Writing Direct Requests 214

Organizing Direct Requests 216

Intercultural Requests 216

Communicating Across Cultures How Direct Is Too Direct? 217

Justification,Explanation,and Details 218

Direct Statement of the Request or Main Idea 218

Courteous Close with request for Specific Action 219

Placing Orders 219

Requesting Routine Information and Action 221

Requests to Other Businesses 221

Requests to Company Insiders 221

Requests to Customers and Other Outsiders 223

Writing direct Requests for Claims and Adjustments 225

Making Routine Credit Requests 228

Inquiring About Reople 230

Letters Requesting a Recommendation 232

Letter Checking on a Reference 234

Summary 234

Sharpening Your Skills How to Check References-and Avoid Legal traps 236

COMMUNICATION CHALLENGES AT THE NATURE COMPANY 237

Critical Thinking Questions 237

Documents for Analysis 237

Cases 238

CHAPTER 9: Writing Routine, Good-News, and Goodwill Messages 248

COMMUNICTAION CLOSE-UP AT STEINWAY SONS 248

Chapter 9: Writing Routine, Good-News, and Goodwill Messages 248

Keeping Pace with Technology The Possibilities and Perils of E-mail 250

Organizing Positive Messages 250

Clear Statement of the Main Idea 251

Necessary Details 252

Courteous Close 252

Replying to Requests for Information and Action 253

When a Potential Sale Is Involved 253

When No Potential Sale Is Involved 254

Responding Favorably to Claims and Adjustment Requests 254

When the Company Is at Fault 255

When the Buyer Is at Fault 257

When a Third party Is at Fault 259

Approving Routine Credit Request 261

Conveying Positive Infomation About People 263

Recommendation Letters 263

Good News About Employment 264

Focusing on Ethics recommendation Letters:What's Right to Write? 266

Writing Directives and Instructions 266

Writing Business Summaries 268

Conveying Good News About Products and Operations 269

Writing Goodwill Messages 270

Congratulation 272

Messages of Appreciation 272

Condolences 274

Summary 276

COMMUNICATION CHALLENGES AT STEINWAY SONS 276

Critical Thinking Questions 276

Documents for Analysis 277

Cases 278

CHAPTER l0: Writing Bad-News Messages 288

COMMUNICATION CLOSE-UP AT OLMEC TOYS 288

Chapter 10: Writing Bad-News Messages 288

Organizing Bad-News Message 290

Indirect Plan 290

Direct Plan 295

Communicating Across Cultures Good Ways to Send Bad News Around The World 296

Conveying Bad News About Orders 297

Communicating Negative Answers and Information 298

Providing bad News About Products 299

Routine Requests 300

Declining Invitations and Requests for Favors 300

Refusing Adjustment of Claims and Complaints 303

Refusing to Extend Credit 306

Conveying Unfavorable News About People 306

Refusing to Write Recommendation Letter 307

Rejecting Job Applications 309

Giving Negative Performance Reviews 309

Terminating Employment 311

Handling Bad News About Company Operations or Performance 312

Sharpening Your Skills How to Take the Sting Out of Criticism and Foster Goodwill 312

Summary 314

COMMUNICATION CHALLENGES AT OLMEC TOYS 314

Critical Thinking Questions 314

Documents for Analysis 315

Cases 316

COMMUNICATION CLOSE-UP AT AT T LANGUAGE LINE SERVICES 328

CHAPTER 1l: Writing Persuasive Messages 328

Chapter 1l: Writing Persuasive Messages 328

Audience Needs 330

Ethical Persuasion 330

Planning Persuasive Messages 330

Writer Credibility 331

Semantics and Other Persuasive Tools 332

Emotion and Logic 333

Organizing Persuasive Messages 335

The Direct Approach 337

Preparing Persuasive Messages on the Job 337

The Indirect Approach 337

Writing Persuasive Claims and Requests for Adjustment 340

Writing Persuasive Requests for Action 340

Sales Letters 343

Writing Sales and Fund-raising Messages 343

Focusing on Ethics Does Some Direct Mail Contain Deliberately Deceptive Copy? 350

Fund-raising Letters 353

Keeping Pace with Technology Writing for the Wed:Sales Messages in Cyberspace 354

Writing Collection Messages 357

Notification 359

Reminder 360

Inquiry 360

Urgent Notice 360

Ultimatum 361

Summary 361

Critical Thinking Questions 362

COMMUNICATION CHALLENGES AT AT T LANGUAGE LINE SERVICES 362

Documents for Analysis 363

Cases 363

PART 4 EMPLOYMENT MESSAGES 377

PART 4 EMPLOYMENT MESSAGES 377

Chapter 12: Writing Résumés and Application Letters 378

CHAPTER 12: Writing Résumés and Application Letters 378

CONNUNICATION CLOSE-UP AT MOBIL 378

Thinking About Your Gareer 380

Analyzing What You Have to Offer 380

Determining What You Want 380

Seeking Employment Opportunities 382

Keeping Pace with Technology High-Tech Job Hunting:The Secrets of finding Employment on the World Wide Web 384

Building Toward a Career 385

Contol the Format and Style 387

Writing Your Your Résumé 387

Tailor the Contents 389

Focusing on Ethics Warning:deceptive Résumés Can Backfire 392

Choosing the Best Organizational Plan 393

Adapting Your Résumé to an Electronic Format 394

Writing the Perfect Résumé 400

Writing the Opening Paragraph 401

Writing Application Messages 401

Summarizing Your Key Selling Points 404

Writing the closing paragraph 405

Writing Other Types of Employment Message 406

Writing Job -Inquiry Letter 406

Filling Out Application Forms 406

Writing the Perfect Application Letter 406

Writing Application Follow-Ups 407

Summary 410

COMMUNICATION CHALLENGES AT MOBLE 410

Critical Thinking Questions 411

Documents for Analysis 411

Cases 412

COMMUNICATION CLOSE-UP AT MICROSOFT 414

CHAPTER 13: Interviewing for Employment and Following Up 414

Chapter 13: Interviewing for Employment and Following UP 414

The Interview Process 416

Focusing on Ethics Handwriting Analysis:Should It Be Used to Determine Your Employment Potential? 421

What Employers Look For 422

Interviewing with Potential Employers 422

How to Prepare for a Job Interview 423

What Applicants Need to Find Out 423

Sharpening Your Skills Sixteen Tough Interview Questions:What to Say When You're Stopped in Your Tracks 426

How to be Interviewed 431

Following Up After the Interview 435

Letter of Inquiry 436

Thank-You Letter 436

Request for a Time Extension 438

Letter of Acceptance 438

Letter Declining a Job Offer 439

Letter of Resignation 439

Summary 440

COMMUNICATION CHALLENGES AT MICROSOFT 441

Critical Thinking Question 441

Documents for Analysis 442

Cases 442

PART 5 REPORTS AND PROPOSALS 445

PART 5 REPORTS AND PROPOSALS 445

Chapter 14: Using reports and Proposals as Business Tools 446

CHAPTER 14: Using Reports and Proposals as Business Tools 446

COMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS 446

Asking the Right Question 447

What Makes a Good Business Report 448

How Companies Use Reports and Proposals 449

Reports for Monitoring and Controlling Operations 450

Focusing on Ethics Do You Make These Costly Mistakes When Writing Business Reports? 450

Reports for Implementing Policies and Procedures 454

Reports for Complying with Government Regulation 456

Proposals for Obtaining New Business or Funding 458

Reports for Documenting Client Work 461

Reports for Guiding Decisions 464

How Electronic Technology Affects Business Reports 467

Summary 471

Keeping Pace with Technology Gain the Competitive Edge with Online Reporting 471

COMMUNICATION CHALLENGES AT NARADA PRODUCTIONS 472

Critical Thinking Questions 472

Exercises 472

COMMUNICATION CLOSE-UP AT GOSH ENTERPRISES 474

CHAPTER 15: Planning and Researching Reports and Proposals 474

Chapter 15: Planning and Researching Reports and Proposals 474

Step 1: Defining the Problem and the Purpose 476

Five Steps in Planning Reports 476

Developing the Statement of Purpose 477

Developing a Logical Structure 478

Step 2: Outlining Issues for Investigation 478

Sharpening Your Skills Seven Errors in Logic That Can Undermine Your Reports 481

Preparing a Preliminary Outline 482

Following the Rules of Division 482

Step 3: Preparing the Work Plan 484

Step 4: Conducting the research 485

Reviewing Secondary Sources 486

Collecting Primary Data 491

Focusing on Ethics How to Avoid Plagiarism 492

Step 5:Analyzing and Interpreting Data 497

Calculating Statistics 497

Drawing Conclusions 499

Developing Recommendations 500

Summary 500

COMMUNICATION CHALLENGES AT GOSH ENTERPRISES 501

Critical Thinking Questions 501

Exercises 501

COMMUNICATION CLOSE-UP AT EASTMAN KODAK COMPANY 504

CHAPTER 16: Developing Visual Aids 504

Chapter 16: Developing Visual Aids 504

The Process of "Visualizing" Your Text 506

Why Business Professionals Use -Visual Aids 506

Planning Visual Aids 506

Understanding the Art of Graphic Design 509

Designing Visual Aids 509

Selecting the Right Visual for the Job 510

Producing Visual Aids 519

Creating Graphics with Computers 520

Fitting Visual Aids into the Text 521

Keeping Pace with Technology Creating colorful Visual Aids Computers for Maximum Clarity and Impact 522

Checking Over the Visual Aids 524

Summary 526

Focusing on Ethics Visual Aids That Lie:The Use and Abuse of Charts and Graphs 527

COMMUNICATION CHALLENGES AT EASTMAN KODAK COMPANY 528

Critical Thinking Questions 528

Documents for Analysis 529

Exercises 530

Chapter l7: Writing Reports and Proposals 532

CHAPTER 17: Writing Reports and Proposals 532

COMMUNICATION CLOSE-UP AT THE SAN DIEGO WILD ANIMAL PARK 532

Organizing Reports and Proposals 534

Deciding on Format and Length 534

Selecting the Information to Include 535

Sharpening Your Skills Be Careful—Your Computer Can Create Work! 536

Choosing Direct or Indirect Order 538

Structuring Ideas 538

Formulating Reports and Proposals 556

Choosing the Proper Degree of Formality 557

Establishing a Time Perspective 557

Helping Readers Find Their Way 558

Sharpening Your Skills Writing Headings that Spark Reader Interest 560

Summary 564

COMMUNICATION CHALLENGES AT TEH SAN DIEGO WILD ANIMAL PARK 564

Critical Thinking Questions 565

Exercises 565

Cases 567

Chapter 18: Completing Formal Reports and Proposals 574

CHAPTER 18: Completing Formal Reports and Proposals 574

COMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN INSTITUTE 574

Report Production 576

Components of a Formal Report 577

Prefatory Parts 578

Text of the Report 581

Supplementary Parts 585

Components of a Formal Proposal 585

Sharpening Your Skills In-Depth Critique:Analyzing a Formal Report 586

Prefatory Parts 605

Text of the Proposal 605

Summary 607

COMMUNICATION CHALLENGES AT TEH ROCKY MOUNTAIN INSTITUTE 607

Critical Thinking Questions 610

Cases 610

PART 6 ORAL COMMUNICATION 625

PART 6 ORAL COMMUNICATION 625

Chapter l9: Listening, Interviewing, and Conducting Meetings 626

COMMUNICATION CLOSE-UP AT 3M 626

CHAPTER l9: Listening, Interviewing, and Conducting Meetings 626

Communicating Orally 628

Speaking 629

Listening 630

Communicating Across Cultures Crossing Cultures Without Crossing Signals:Your Listening Skills Can Bridge the Gap 631

Resolving Conflict 634

Handling Difficult Interpersonal Situation 634

Overcoming Resistance 635

Handling Negotiations 635

Conducting Interviews on Job 636

Categorizing Interviews 637

Planning Interviews 638

Understanding Group Dynamics 642

Participating in Small Groups and Meetings 642

Arranging the Meeting 644

Keeping Pace with Technology Electronic Meetings:Work Together—Wherever You Are—to Get the Results You Want 646

Contributing to a Productive Meeting 647

Summary 649

COMMUNICATION CHALLENGES AT 3M 649

Critical Thinking Questions 650

Exercises 650

Chapter 20: Giving Speeches and Oral Presentations 652

CONNUNICATION CLOSE-UP AT PHOENIX MANAGEMENT 652

CHAPTER 20: Giving Speeches and Oral Presentations 652

Speaking and Presenting in a Business Environment 654

Preparing to Speak 654

Define Your Purpose 655

Analyze Your Audience 655

Plan Your Speech or Presentation 655

Developing Your Speech or Presentation 663

The Introduction 663

The Body 665

Sharpening Your Skills Tired of Being Ignored? Five Ways Guaranteed to Get Attention and Keep It 665

The Close 666

The Question-and Answer Period 668

The Visual Aids 668

Keeping Pace with Technology Your Audience Will Get the Picture:Presentation Software Can Create Lively Business Speeches 669

Mastering the Art of Delivery 671

Getting Ready to Give Your Presentation 673

Delivering the Speech 673

Handling Questions 675

COMMUNICATION CHALLENGES AT PHOENIX MANAGEMENT 677

Critical Thinking Questions 677

Summary 677

Exercises 678

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION 681

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION 681

First Impressions 682

COMPONENT CHAPTER A: Format and Layout of Business Documents 682

Paper 682

Component Chapter A: Format and Layout of Business Documents 682

Customization 683

APPearance 683

Letter 684

Standard Letter Parts 685

Additional Letter Parts 692

Letter Formats 696

Envelopes 697

Addressing the Envelope 697

Folding to fit 699

International Mail 701

Memos 703

E-mail 706

Header 706

Body 708

Time-Saving Messages 708

Reports 709

Margins 709

Headings 711

Spacing and Indentations 711

Page Numbers 712

Meeting Documents 712

Libraries 714

Finding Sources 714

Component Chapter B: Documentation of Report Sources 714

COMPONENT CHAPTER B: Documentation of Report Sources 714

Computerized Databases 716

Using Source Information 717

Recording Information 717

Understanding Copyright and Fair Use 718

Preparing Reference Lists 719

Reference List Construction 720

Manuals of Style 722

Reference List Entries 723

Choosing a Method of In-Text Citation 725

Author-Date System 725

Key-Number System 726

Superscript System 726

Source Note Format 730