BUSINESS COMMUNICATION TODAY FIFTH EDITIONPDF电子书下载

PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION 1

CHAPTER 1：Communicating Successfully in an Organization 2

COMMUNICATION CLOSE-UP AT DISNEY 2

Communication，Business，and You 4

The Internal Communication Network 6

Formal Communication Channels 8

Informal Communication Channels 11

The External Communication Network 12

Formal Contacts with Outsiders 12

Informal Contacts with Outsiders 17

Characteristics of Effective Organizational Communication 17

An Open Communication Climate 17

A Commitment to Ethical Communication 18

An Understanding of Intercultural Communication 21

A Proficiency in Communication Technology 22

An Audience-Centered Approach to Communication 22

An Effcient Flow of Communication Messages 23

Summary 24

COMMUNICATION CHALLENGES AT DISNEY 25

Critical Thinking Questions 25

Exercises 26

Sharpening Your Skills 4

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

Focusing on Ethics 19

Ethical Boundaries：Where Would You Draw the Line？ 19

CHAPTER 2：Understanding Business Communication 28

COMMUNICATION CLOSE-UP AT METAMORPHOSIS STUDIOS 28

The Basic Forms of Communication 30

Nonverbal Communication 30

Verbal Communication 33

The Process of Communication 36

Formulating a Message 37

Overcoming Communication Barriers 38

How to Improve Communication 46

Create the Message Carefully 47

Minimize Noise 48

Facilitate Feedback 48

Summary 49

COMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS 50

Critical Thinking Questions 50

Documents for Analysis 50

Exercises 51

Communicating Across Cultures 34

Actions Speak Louder Than Words All Around the World 34

Sharpening Your Skills 46

Eight Keys to Achieving Total Quality and Customer Satisfaction 46

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 Culturally Diverse Work Force 58

The Basics of Intercultural Business Communication 59

Understanding Culture 59

Recognizing Cultural Differences 60

Dealing with Language Barriers 65

Dealing with Ethnocentric Reactions 69

Tips for Communicating with People from Other Cultures 70

LearningAbout 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

Communicating Across Cultures 61

Test Your Intercultural Knowledge 61

Communicating Across Cultures 68

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

CHAPTER 4：Communicating Through Technology 84

COMMUNICATION CLOSE-UP AT HEWLETT-PACKARD 84

Technology in Contemporary Business Communication 86

Technology in Written Communication 87

Creating Printed Documents 87

Creating Electronic Documents 97

Technology in Oral Communication 106

Individual Communication 106

Group Communication 106

How Technology Is Changing Communication 107

Summary 108

COMMUNICATION CHALLENGES AT HEWLETT-PACKARD 108

Critical Thinking Questions 109

Exercises 109

Keeping Pace with Technology 92

Techniques for FindingArticles Online 92

Sharpening Your Skills 98

Five Powerful Tools to Help You Create Quality Documents Quickly and Easily 98

PART 2 THE WRITING PROCESS 111

CHAPTER 5：Planning Business Messages 112

COMMUNICATION CLOSE-UP AT GENERAL MILLS 112

Understanding the Composition Process 113

A Ten-Stage Process 114

Collaboration 116

Schedules 117

Examining the Composition Process 117

Stage1：Defining Your Purpose 117

Why You Need a Clear Purpose 117

Common Purposes of Business Messages 118

How to Test Your Purpose 118

Stage 2：Analyzing Your Audience 119

Develop Your Audience’s Profile 120

Satisfy Your Audience’s Informational Needs 121

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

Limit the Scope 128

Stage 4：Selecting the Appropriate Channel and Medium 128

Oral Communication 129

Written Communication 130

Electronic Communication 133

Summary 134

COMMUNICATION CHALLENGES AT GENERAL MILLS 135

Critical Thinking Questions 136

Exercises 136

Sharpening Your Skills 114

Overcoming Your Fear of the Blank Page 114

Communicating Across Cultures 122

Understand Intercultural Audiences，and You’ll Be Understood 122

CHAPTER 6：Composing Business Messages 138

COMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP 138

Stage 5：Organizing Your Message 140

What Good Organization Means 140

Why Good Organization Is Important 141

How Good Organization Is Achieved 145

Stage 6：Formulating Your Message 155

Composing Your First Draft 156

Controlling Your Style and Tone 156

Shaping Your E-mail Message 164

Summary 169

COMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP 170

Documents for Analysis 170

Critical Thinking Questions 171

Exercises 171

Focusing on Ethics 148

The Tangled Web of Internet Copyrights 148

Keeping Pace with Technology 168

E-mail Etiquette：Minding Your Manners Online 168

CHAPTER 7：Revising Business Messages 174

COMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM 174

Stage 7：Editing Your Message 176

Evaluating Your Content and Organization 176

Reviewing Your Style and Readability 178

Assessing Your Word Choice 179

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

Stage 10：Proofing Your Message 204

Proof Your Mechanics and Format 204

Use Grammar and Spell Checkers Wisely 204

Summary 207

COMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM 208

Critical Thinking Questions 208

Documents for Analysis 208

Exercises 209

Communicating Across Cultures 184

More than Word for Word—The Importance of Accurate Translation 184

Sharpening Your Skills 205

How to Proofread Like a Pro：Tips for Creating the Perfect Document 205

PART 3 LETTERS，MEMOS，AND OTHER BRIEF MESSAGES 213

CHAPTER 8：Writing Direct Requests 214

COMMUNICATION CLOSE-UP AT THE NATURE COMPANY 214

Intercultural Requests 216

Organizing Direct Requests 216

Direct Statement or the Request or Main Idea 218

Justification，Explanation，and Details 218

Courteous Close with Request for Specific Action 219

Placing Orders 219

Requesting Routine Information andAction 221

Requests to Company Insiders 221

Requests to Other Businesses 221

Requests to Customers and Other Outsiders 223

Writing Direct Requests for Claims and Adjustments 225

Making Routine Credit Requests 228

Inquiring About People 230

Letters Requesting a Recommendation 232

Letter Checking on a Reference 234

Summary 234

COMMUNICATION CHALLENGES AT THE NATURE COMPANY 237

Critical Thinking Questions 237

Documents for Analysis 237

Cases 238

Communicating Across Cultures 217

How Direct Is Too Direct？ 217

Sharpening Your Skills 236

How to Check References—and Avoid Legal Traps 236

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

COMMUNICATION CLOSE-UP AT STEINWAY ＆ SONS 248

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 Requests 261

Conveying Positive Information About People 263

Recommendation Letters 263

Good News About Employment 264

Writing Directives and Instructions 266

Writing Business Summaries 268

Conveying Good News About Products and Operations 269

Writing Goodwill Messages 270

Congratulations 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

Keeping Pace with Technology 250

The Possibilities and Perils of E-mail 250

Focusing on Ethics 266

Recommendation Letters：What’s Right to Write？ 266

CHAPTER 10：Writing Bad-News Messages 288

COMMUNICATION CLOSE-UP AT OLMEC TOYS 288

Organizing Bad-News Messages 290

Indirect Plan 290

Direct Plan 295

Conveying Bad News About Orders 297

Communicating Negative Answers and Information 298

Providing Bad News About Products 299

Denying Cooperation with 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 Letters 307

RejectingJob Applications 309

Giving Negative Performance Reviews 309

Terminating Employment 311

Handling Bad News About Company Operations or Performance 312

Summary 314

COMMUNICATION CHALLENGES AT OLMEC TOYS 314

Critical Thinking Questions 314

Documents for Analysis 315

Cases 316

Communicating Across Cultures 296

Good Ways to Send Bad News Around the World 296

Sharpening Your Skills 312

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

CHAPTER 11：Writing Persuasive Messages 328

COMMUNICATION CLOSE-UP AT AT＆T LANGUAGE LINE SERVICES 328

Planning Persuasive Messages 330

Ethical Persuasion 330

Audience Needs 330

Writer Credibility 331

Semantics and Other Persuasive Tools 332

Emotion and Logic 333

Organizing Persuasive Messages 335

The Indirect Approach 337

The Direct Approach 337

Preparing Persuasive Messages on the Job 337

Writing Persuasive Requests for Action 338

Writing Persuasive Claims and Requests for Adjustment 340

Writing Sales and Fund-raising Messages 343

Sales Letters 343

Fund-raising Letters 353

Writing Collection Messages 357

Notification 359

Reminder 360

Inquiry 360

Urgent Notice 360

Ultimatum 361

Summary 361

COMMUNICATION CHALLENGES AT AT＆T LANGUAGE LINE SERVICES 362

Critical Thinking Questions 362

Documents for Analysis 363

Cases 363

Focusing on Ethics 350

Does Some Direct Mail Contain Deliberately Deceptive Copy？ 350

Keeping Pace with Technology 354

Writing for the Web：Sales Messages in Cyberspace 354

PART 4 EMPLOYMENT MESSAGES 377

CHAPTER 12：Writing Resumes and Application Letters 378

COMMUNICATION CLOSE-UP AT MOBIL 378

ThinkingAbout Your Career 380

Analyzing What You Have to Offer 380

Determining What You Want 380

Seeking Employment Opportunities 382

Building Toward a Career 385

Writing Your Resume 387

Control the Format and Style 387

Tailor the Contents 389

Choosing the Best Organizational Plan 393

Adapting Your Resume to an Electronic Format 394

Writing the Perfect Resume 400

Writing Application Messages 401

Writing the Opening Paragraph 401

Summarizing Your Key Selling Points 404

Writing the Closing Paragraph 405

Writing the Perfect Application Letter 406

Writing Other Types of Employment Messages 406

Writing Job-Inquiry Letters 406

Filling Out Application Forms 406

Writing Application Follow-Ups 407

Summary 410

COMMUNICATION CHALLENGES AT MOBIL 410

Critical Thinking Questions 411

Documents for Analysis 411

Cases 412

Keeping Pace with Technology 384

High-Tech Job Hunting：The Secrets of Finding Employment on the World Wide Web 384

Focusing on Ethics 392

Warning：Deceptive Resumes Can Backfire 392

CHAPTER 13：Interviewing for Employment and Following Up 414

COMMUNICATION CLOSE-UP AT MICROSOFT 414

Interviewing with Potential Employers 416

The Interview Process 416

What Employers Look For 422

What Applicants Need to Find Out 423

How to Prepare for a Job Interview 423

How to Be Interviewed 431

Following Up After the Interview 435

Thank-You Letter 436

Letter of Inquiry 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 Questions 441

Documents for Analysis 442

Cases 442

Focusing on Ethics 421

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

Sharpening Your Skills 426

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

PART 5 REPORTS AND PROPOSALS 445

CHAPTER 14：Using Reports and Proposals as Business Tools 446

COMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS 446

What Makes a Good Business Report 448

How Companies Use Reports and Proposals 449

Reports for Monitoring and Controlling Operations 450

Reports for Implementing Policies and Procedures 454

Reports for Complying with Government Regulations 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

COMMUNICATION CHALLENGES AT NARADA PRODUCTIONS 472

Critical Thinking Questions 472

Exercises 472

Focusing on Ethics 450

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

Keeping Pace with Technology 471

Gain the Competitive Edge with Online Reporting 471

CHAPTER 15：Planning and Researching Reports and Proposals 474

COMMUNICATION CLOSE-UP AT GOSH ENTERPRISES 474

Five Steps in Planning Reports 476

Step1：Defining the Problem and the Purpose 476

Asking the Right Questions 477

Developing the Statement of Purpose 477

Step 2：Outlining Issues for Investigation 478

Developing a Logical Structure 478

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

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

Sharpening Your Skills 481

Seven Errors in Logic That Can Undermine Your Reports 481

Focusing on Ethics 492

How to Avoid Plgiarism 492

CHAPTER 16：Developing Visual Aids 504

COMMUNICATION CLOSE-UP AT EASTMAN KODAK COMPANY 504

Planning VisualAids 506

Why Business Professionals Use Visual Aids 506

The Process of“Visualizing” Your Text 506

Designing VisualAids 509

Understanding the Art of Graphic Design 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

Checking Over the Visual Aids 524

Summary 526

COMMUNICATION CHALLENGES AT EASTMAN KODAK COMPANY 528

Critical Thinking Questions 528

Documents for Analysis 529

Exercises 530

Keeping Pace with Technology 522

Creating Colorful Visual Aids with Computers for Maximum Clarity and Impact 522

Focusing on Ethics 527

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

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

Choosing Director 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

Summary 564

COMMUNICATION CHALLENGES AT THE SAN DIEGO WILD ANIMAL PARK 564

Critical Thinking Questions 565

Exercises 565

Cases 567

Sharpening Your Skills 536

Be Careful—Your Computer Can Create Work！ 536

Sharpening Your Skills 560

Writing Headings That Spark Reader Interest 560

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

Prefatory Parts 605

Text of the Proposal 605

Summary 607

COMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN INSTITUTE 607

Critical Thinking Questions 610

Cases 610

Sharpening Your Skills 586

In-Depth Critique：Analyzing a Formal Report 586

PART 6 ORAL COMMUNICATION 625

CHAPTER 19：Listening，Interviewing，and Conducting Meetings 626

COMMUNICATION CLOSE-UP AT 3M 626

Communicating Orally 628

Speaking 629

Listening 630

Handling Difficult Interpersonal Situations 634

Resolving Conflict 634

Overcoming Resistance 635

Handling Negotiations 635

Conducting Interviews on the Job 636

Categorizing Interviews 637

Planning Interviews 638

Participating in Small Groups and Meetings 642

Understanding Group Dynamics 642

Arranging the Meeting 644

Contributing to a Productive Meeting 647

Summary 649

COMMUNICATION CHALLENGES AT 3M 649

Critical Thinking Questions 650

Exercises 650

Communicating Across Cultures 631

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

Keeping Pace with Technology 646

Electronic Meetings：Work Together—Wherever You Are—to Get the Results You Want 646

CHAPTER 20：Giving Speeches and Oral Presentations 652

COMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT 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

The Close 666

The Question-and-Answer Period 668

The Visual Aids 668

Mastering the Art of Delivery 671

Getting Ready to Give Your Presentation 673

Delivering the Speech 673

Handling Questions 675

Summary 677

COMMUNICATION CHALLENGES AT PHOENIX MANAGEMENT 677

Critical Thinking Questions 677

Exercises 678

Sharpening Your Skills 665

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

Keeping Pace with Technology 669

Your Audience Will Get the Picture：Presentation Software Can Create Lively Business Speeches 669

PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION 681

COMPONENT CHAPTER A：Format and Layout of Business Documents 682

First Impressions 682

Paper 682

Customization 683

Appearance 683

Letters 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

COMPONENT CHAPTER B：Documentation of Report Sources 714

Finding Sources 714

Libraries 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

APPENDIX Ⅰ：Fundamentals of Grammar and Usage 731

1.0 Grammar 731

1.1 Nouns 731

1.2 Pronouns 732

1.3 Verbs 734

1.4 Adjectives 736

1.5 Adverbs 737

1.6 Other Parts of Speech 737

1.7 Sentences 738

2.0 Punctuation 741

2.1 Periods 741

2.2 Question Marks 741

2.3 Exclamation Points 741

2.4 Semicolons 741

2.5 Colons 741

2.6 Commas 742

2.7 Dashes 743

2.8 Hyphens 743

2.9 Apostrophes 743

2.10 Quotation Marks 743

2.11 Parentheses 744

2.12 Ellipses 744

2.13 Underscores and Italics 744

3.0 Mechanics 744

3.1 Capitals 744

3.2 Abbreviations 745

3.3 Numbers 745

3.4 Word Division 745

4.0 Vocabulary 746

4.1 Frequently Confused Words 746

4.2 Frequently Misused Words 747

4.3 Frequently Misspelled Words 748

4.4 Transitional Words and Phrases 748

APPENDIX Ⅱ：Correction Symbols 758

Content and Style 758

Grammar，Usage，and Mechanics 759

Proofreading Marks 760

References 761

Acknowledgements 773

Organization/Company/Brand Index 777

Subject Index 779