Learning Objectives
Chapter 1—Communicating at Work
Chapter 2—Communication in Small Groups and Teams
Chapter 3—Workplace Listening and Nonverbal Communication
Chapter 4—Communicating Across Cultures
Chapter 5—Preparing to Write Business Messages
Chapter 6—Organizing and Writing Business Messages
Chapter 7—Revising Business Messages
Chapter 8—Routine E-Mail Messages and Memos
Chapter 9—Routine Letters and Goodwill Letters
Chapter 10—Persuasive and Sales Messages
Chapter 11—Negative Messages
Chapter 12—Preparing to Write Business Reports
Chapter 13—Organizing and Writing Typical Business Reports
Chapter 14—Proposals and Formal Reports
Chapter 15—Speaking Skills
Chapter 16—Employment Communication
Chapter 1—Communicating at Work
1. Identify changes in the workplace and the importance of communication skills.
2. Describe the process of communication.
3. Discuss barriers to interpersonal communication and the means of overcoming those barriers.
4. Analyze the functions and procedures of communication in organizations.
5. Assess the flow of communications in organizations including barriers and methods for overcoming those barriers.
6. List the goals of ethical business communication and describe important tools for doing the right thing.
Chapter 2—Communication in Small Groups and Teams
1. Discuss why groups and teams are formed and how they are different.
2. Describe team development, team and group roles, dealing with conflict, and methods for reaching group decisions.
3. Identify the characteristics of successful teams.
4. List techniques for organizing team-based written and oral presentations.
5. Discuss how to plan and participate in productive meetings.
Chapter 3—Workplace Listening and Nonverbal Communication
1. Explain the importance of listening in the workplace and describe three types of workplace listening.
2. Discuss the listening process and its barriers.
3. Enumerate ten techniques for improving workplace listening.
4. Define nonverbal communication and explain its functions.
5. Describe the forms of nonverbal communication and how they can be used positively in your career.
6. List specific techniques for improving nonverbal communication skills in the workplace.
Chapter 4—Communicating Across Cultures
1. Discuss three significant trends related to the increasing importance of multicultural communication.
2. Define culture. Describe five significant characteristics of culture, and compare and contrast five key dimensions of culture.
3. Explain the effects of ethnocentrism, tolerance, and patience in achieving intercultural sensitivity.
4. Illustrate how to improve nonverbal and oral communication in multicultural environments.
5. Illustrate how to improve written messages in multicultural environments.
6. Discuss multicultural ethics, including ethics abroad, bribery, prevailing customs, and methods for coping.
7. Explain the challenge of capitalizing on workforce diversity, including its dividends and its divisiveness. List tips for improving harmony and communication among diverse workplace audiences.
Chapter 5—Preparing to Write Business Messages
1. Describe three basic elements that distinguish business writing and summarize the three phases of the 3-x-3 writing process.
2. Explain how the writing process may be altered and how it is affected by team projects and technology.
3. Clarify what is involved in analyzing a writing task and selecting a communication channel.
4. Describe anticipating and profiling the audience for a message.
5. Specify six writing techniques that help communicators adapt messages to the task and audience.
6. Explain why four areas of communication hold legal responsibilities for writers.
Chapter 6—Organizing and Writing Business Messages
1. Contrast formal and informal methods for researching data and generating ideas.
2. Specify how to organize data into lists and alphanumeric or decimal outlines.
3. Compare direct and indirect patterns for organizing ideas.
4. Discuss composing the first draft of a message, focusing on techniques for creating effective sentences.
5. Define a paragraph and describe three classic paragraph plans and techniques for composing meaningful paragraphs.
Chapter 7—Revising Business Messages
1. Identify revision techniques that make a document clear, conversational, and concise.
2. Describe revision tactics that make a document vigorous and direct.
3. Discuss revision strategies that improve readability.
4. List problem areas that good proofreaders examine carefully.
5. Compare the proofreading or routine and complex documents.
6. Revaluate a message to judge its success.
Chapter 8—Routine E-Mail Messages and Memos
1. Discuss the characteristics of and the writing process for successful routine e-mail messages and memos.
2. Analyze the organization of e-mail messages and memos.
3. Describe smart e-mail practices, including getting started; content, tone, and correctness; netiquette; replying to e-mail; and formatting.
4. Write procedure and information e-mail messages and memos.
5. Write request and reply e-mail messages and memos.
6. Write confirmation e-mail messages and memos.
Chapter 9—Routine Letters and Goodwill Letters
1. List three characteristics of good letters and describe the direct pattern for organizing letters.
2. Write letters requesting information and action.
3. Write letters placing orders.
4. Write letters making claims.
5. Write letters complying with requests.
6. Write letters of recommendation.
7. Write letters granting claims and making adjustments.
8. Write goodwill messages.
9. Modify international letters to accommodate other cultures.
Chapter 10—Persuasive and Sales Messages
1. Apply the 3- x –3 writing process to persuasive messages.
2. Explain the components of a persuasive message.
3. Request favours and action effectively.
4. Write convincing persuasive messages within organizations.
5. Request adjustments and make claims successfully.
6. Compose successful sales messages.
7. Describe the basic elements included in effective news releases.
Chapter 11—Negative Messages
1. Describe the goals and strategies of business communicators in delivering bad news.
2. Explain techniques for delivering bad news sensitively.
3. Identify routine requests and describe a strategy for refusing such requests.
4. Explain techniques for managing bad news to customers.
5. Explain techniques for managing bad news within organizations.
6. Compare strategies for revealing bad news in different cultures.
Chapter 12—Preparing to Write Business Reports
1. Describe business report basics, including functions, patterns, formats, and writing style.
2. Apply 3- x –3 writing process to business reports.
3. Understand where to find and how to use print and electronic sources of secondary data.
4. Understand where to find and how to use sources of primary data.
5. Illustrate reports with graphics that create meaning and interest.
6. Recognize the purposes and techniques of documentation in business reports.
Chapter 13—Organizing and Writing Typical Business Reports
1. Use tabulating and statistical techniques to sort and interpret report data.
2. Draw meaningful conclusions and make practical report recommendations.
3. Organize report data logically and provide cues to aid comprehension.
4. Prepare typical information reports.
5. Prepare typical analytical reports.
Chapter 14—Proposals and Formal Reports
1. Discuss the components of informal proposals.
2. Discuss the special components in formal proposals.
3. Identify formal report components that precede its introduction.
4. Outline topics that might be covered in the introduction of a formal report.
5. Describe the components of a formal report that follow the introduction.
6. Specify tips that aid writers of formal reports.
Chapter 15—Speaking Skills
1. Discuss two important first steps in preparing effective oral presentations.
2. Explain the major elements in organizing the content of a presentation, including the introduction, body, and conclusion.
3. Identify techniques for gaining audience rapport, including using effective imagery, providing verbal signposts, and sending appropriate nonverbal messages.
4. Discuss designing and using effective visual aids, handouts, and electronic presentation materials.
5. Specify delivery techniques for use before, during, and after a presentation.
6. Explain effective techniques for adapting oral presentations to cross-cultural audiences.
7. List techniques for improving telephone and voice mail effectiveness.
Chapter 16—Employment Communication
1. Prepare for employment by identifying your interests, evaluation your assets, recognizing the changing nature of jobs, choosing a career path, and studying traditional and electronic job search techniques.
2. Compare and contrast chronological, functional, and combination résumés.
3. Organize, format, and produce a persuasive résumé.
4. Identify techniques that prepare a résumé for computer scanning, posting at a Web site, faxing, and e-mailing.
5. Write a persuasive letter of application to accompany your résumé.
6. Write effective employment follow-up letters to accompany your résumé.
7. Evaluate successful job interview strategies.
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