Excellence in business communication /John V. Thill, Courtland L. Bovee.

Includes bibliographies and index.

1. Professional Communication in a Digital, Social, Mobile World -- Communicating At Jetblue -- Understanding 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 -- Exploring the Communication Process -- The Basic Communication Model -- The Social Communication Model -- The Mobile Revolution -- The Rise of Mobile as a Communication Platform -- How Mobile Technologies Are Changing Business Communication -- Using Technology to Improve Business Communication -- Keeping Technology in Perspective -- Guarding Against Information Overload -- Using Technological Tools Productively -- Reconnecting with People -- Committing to Ethical and Legal Communication -- Distinguishing Ethical Dilemmas from Ethical Lapses -- Ensuring Ethical Communication -- Ensuring Legal Communication -- Applying What You've Learned -- Solving Communication Dilemmas At: Jetblue -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- The Art Of Professionalism Maintaining a Confident, Positive Outlook Collaboration, Interpersonal

10. Writing Persuasive Messages -- Communicating At Red Ants Pants -- Using the Three-Step Writing Process for Persuasive Messages -- Step 1: Planning Persuasive Messages -- Step 2: Writing Persuasive Messages -- Step 3: Completing Persuasive Messages -- Developing Persuasive Business Messages -- Strategies for Persuasive Business Messages -- Avoiding Common Mistakes in Persuasive Communication -- Common Examples of Persuasive Business Messages -- Developing Marketing and Sales Messages -- Planning 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 -- Solving Communication Dilemmas At: Red Ants Pants -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Practicing Ethical Communication: Pushing the Limits of Credibility

11. Planning Reports and Proposals -- Communicating At MyCityWay -- Applying the Three-Step Writing Process to Reports and Proposals -- Analyzing the Situation -- Gathering Information -- Selecting the Best Combination of Media and Channels -- Organizing Your Information -- Supporting Your Messages with Reliable Information -- Planning Your Research -- Locating Data and Information -- Evaluating Sources -- Using Your Research Results -- Conducting Secondary Research -- Finding Information at a Library -- Finding Information Online -- Documenting Your Sources -- Conducting Primary Research -- Conducting Surveys -- Conducting Interviews -- Planning Informational Reports -- Organizing Informational Reports -- Creating Successful Business Plans -- Organizing Website Content -- Planning Analytical Reports -- Focusing on Conclusions -- Focusing on Recommendations -- Focusing on Logical Arguments -- Planning Proposals -- Solving Communication Dilemmas At: MyCityWay -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Digital + Social + Mobile: Today's Communication Environment: Research on the Go with Mobile Devices

12. Writing Reports and Proposals -- Communicating At Warby Parker -- Composing Reports and Proposals -- Adapting to Your Audience -- Drafting Report Content -- Drafting Proposal Content -- Helping Report Readers Find Their Way -- Using Technology to Craft Reports and Proposals -- Writing for Websites and Wikis -- Drafting Website Content -- Collaborating on Wikis -- Illustrating Your Reports with Effective Visuals -- Understanding Visual Design Principles -- Understanding the Ethics of Visual Communication -- Identifying Points to Illustrate -- Selecting the Right Type of Visual -- Producing and Integrating Visuals -- Creating Visuals -- Verifying the Quality of Your Visuals -- Visual Media on Mobile Devices -- Solving Communication Dilemmas At: Warby Parker -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Practicing Ethical Communication: Distorting the Data

13.Completing Reports and Proposals -- Communicating At Garage Technology Ventures -- Revising Reports and Proposals -- Producing Formal Reports -- Prefatory Parts -- Text of the Report -- Supplementary Parts -- Producing Formal Proposals -- Prefatory Parts -- Text of the Proposal -- Proofreading Reports and Proposals -- Distributing Reports and Proposals -- Solving Communication Dilemmas At: Garage Technology Ventures -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Report Writer's Notebook: Analyzing a Formal Report --

14. Developing and Delivering Business Presentations -- Communicating At Principato-Young Entertainment -- Planning a Presentation -- Analyzing the Situation -- Selecting the Best Media and Channels -- Organizing A Presentation -- Developing a Presentation -- Adapting to Your Audience -- Crafting Presentation Content -- Enhancing Your Presentation with Effective Visuals -- Choosing Structured or Free-Form Slides -- Designing Effective Slides -- Integrating Mobile Devices in Presentations -- Completing a Presentation -- Finalizing Your Slides -- Creating Effective Handouts -- Choosing Your Presentation Method -- Practicing Your Delivery -- Delivering a Presentation -- Overcoming Anxiety -- Handling Questions Responsively -- Embracing the Backchannel -- Giving Presentations Online -- Solving Communication Dilemmas At: Principato-Young Entertainment -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- The Art Of Professionalism Being a Team Player

15. Building Careers and Writing Resumes -- Communicating At VMWare -- Finding the Ideal Opportunity in Today's Job Market -- Writing the Story of You -- Learning to Think Like an Employer -- Researching Industries and Companies of Interest -- Translating Your General Potential into a Specific Solution for Each Employer -- Taking the Initiative to Find Opportunities -- Building Your Network -- Seeking Career Counseling -- Avoiding Mistakes -- Planning a Resume -- Analyzing Your Purpose and Audience -- Gathering Pertinent Information -- Selecting the Best Media and Channels -- Organizing Your Resume Around Your Strengths -- Addressing Areas of Concern -- Writing Your Resume -- Keeping Your Resume Honest -- Adapting Your Resume to Your Audience -- Composing Your Resume -- Completing Your Resume -- Revising Your Resume -- Producing Your Resume -- Proofreading Your Resume -- Distributing Your Resume -- Solving Communication Dilemmas At: VMWare -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Digital + Social + Mobile: Today's Communication Environment: Job Search Strategies: Maximize Your Mobile -- The Art Of Professionalism: Striving to Excel

16. Applying and Interviewing for Employment -- Communicating At Zappos -- Submitting Your Resume -- Writing Application Letters -- Following Up After Submitting a Resume -- Understanding the Interviewing Process -- The Typical Sequence of Interviews -- Common Types of Interviews -- Interview Media -- What Employers Look for in an Interview -- Preemployment Testing and Background Checks -- Preparing for a Job Interview -- Learning About the Organization and Your Interviewers -- Thinking Ahead About Questions -- Bolstering 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 the Interview -- Follow-Up Message -- Message of Inquiry -- Request for a Time Extension -- Letter of Acceptance -- Letter Declining a Job Offer -- Letter of Resignation -- Solving Communication Dilemmas At: Zappos -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Communicating Across Cultures: Successfully Interviewing Across Borders -- First Impressions -- Paper -- Customization -- Appearance -- Letters -- Standard Letter Parts -- Additional Letter Parts -- Letter Formats -- Envelopes -- Addressing the Envelope -- Folding to Fit -- International Mail -- Memos -- Reports -- Margins -- Headings -- Page Numbers -- 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 -- Content and Style -- Grammar, Mechanics, and Usage -- Proofreading Marks -- Diagnostic Test of English Skills -- Assessment of English Skills -- Essentials of Grammar, Mechanics, and Usage -- 1.0. Grammar -- 1.1. Nouns -- 1.2. Pronouns -- 1.3. Verbs -- 1.4. Adjectives -- 1.5. Adverbs -- 1.6. Other Parts of Speech -- 1.7. Sentences -- 2.0. Punctuation -- 2.1. Periods -- 2.2. Question Marks -- 2.3. Exclamation Points -- 2.4. Semicolons -- 2.5. Colons -- 2.6.Commas -- 2.7. Dashes -- 2.8. Hyphens

2.Communication, and Business Etiquette -- Communicating At Cemex -- Communicating Effectively in Teams -- Advantages and Disadvantages of Teams -- Characteristics of Effective Teams -- Group Dynamics -- Collaborating on Communication Efforts -- Guidelines for Collaborative Writing -- Technologies for Collaborative Writing -- Giving-and Responding to-Constructive Feedback -- Making Your Meetings More Productive -- Preparing for Meetings -- Conducting and Contributing to Efficient Meetings -- Putting Meeting Results to Productive Use -- Using Meeting Technologies -- Improving Your Listening Skills -- Recognizing Various Types of Listening -- Understanding the Listening Process -- Overcoming Barriers to Effective Listening -- Improving Your Nonverbal Communication Skills -- Recognizing Nonverbal Communication -- Using Nonverbal Communication Effectively -- Developing Your Business Etiquette -- Business Etiquette in the Workplace -- Business Etiquette in Social Settings -- Business Etiquette Online -- Business Etiquette Using Mobile Devices -- Solving Communication Dilemmas At: Cemex -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Communicating Across Cultures: Whose Skin Is This, Anyway?

3.Communication Challenges in a Diverse, Global Marketplace -- Communicating At EY -- Understanding the Opportunities and Challenges of Communication in a Diverse World -- The 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 Differences -- Nonverbal Differences -- 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 -- Using Interpreters, Translators, and Translation Software -- Helping Others Adapt to Your Culture -- Solving Communication Dilemmas At: EY -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Communicating Across Cultures: US Versus Them: Generational Conflict in the Workplace

4. Planning Business Messages -- Communicating At H and R Block -- Understanding the Three-Step Writing Process -- Optimizing Your Writing Time -- Planning Effectively -- Analyzing the Situation -- Defining Your Purpose -- Developing an Audience Profile -- Gathering Information -- Uncovering Audience Needs -- Finding Your Focus -- Providing Required Information -- Selecting the Best Combination of Media and Channels -- The 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 -- Solving Communication Dilemmas At: H and R Block -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Practicing Ethical Communication: How Much Information Is Enough?

5. Writing Business Messages -- Communicating At She Takes on the World -- Adapting to Your Audience: Being Sensitive to Audience Needs -- Using the "You" Attitude -- Maintaining Standards of Etiquette -- Emphasizing the Positive -- Using Bias-Free Language -- Adapting to Your Audience: Building Strong Relationships -- Establishing Your Credibility -- Projecting Your Company's Image -- Adapting to Your Audience: Controlling Your Style and Tone -- Creating a Conversational Tone -- Using Plain Language -- Selecting the Active or Passive Voice -- Composing Your Message: Choosing Powerful Words -- Understanding Denotation and Connotation -- Balancing Abstract and Concrete Words -- Finding Words That Communicate Well -- Composing Your Message: Creating Effective Sentences -- Choosing from the Four Types of Sentences -- Using Sentence Style to Emphasize Key Thoughts -- Composing Your Message: Crafting Unified, Coherent Paragraphs -- Creating the Elements of a Paragraph -- Choosing the Best Way to Develop Each Paragraph -- Writing Messages for Mobile Devices -- Solving Communication Dilemmas At: She Takes on the World -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- The Art Of Professionalism: Being Dependable and Accountable

6.Completing Business Messages -- Communicating At Jefferson Rabb Web Design -- Revising Your Message: Evaluating the First Draft -- Evaluating Your Content, Organization, Style, and Tone -- Evaluating, Editing, and Revising the Work of Others -- Revising to Improve Readability -- Varying Your Sentence Length -- Keeping Your Paragraphs Short -- Using Lists 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 -- Proofreading Your Message -- Distributing Your Message -- Solving Communication Dilemmas At: Jefferson Rabb Web Design -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage

7. Crafting Messages for Digital Channels -- Communicating At GoPro -- Digital Channels for Business Communication -- Media Choices for Brief Messages -- Compositional Modes for Digital Media -- Creating Content for Social Media -- Optimizing Content for Mobile Devices -- Social Networks -- Business Communication Uses of Social Networks -- Strategies for Business Communication on Social Networks -- Information and Content Sharing Sites -- User-Generated Content Sites -- Content Curation Sites -- Community Q and A Sites -- Email -- Planning Email Messages -- Writing Email Messages -- Completing Email Messages -- Instant Messaging and Text Messaging -- Understanding the Benefits and Risks of IM -- Adapting the Three-Step Process for Successful IM -- Blogging and Microblogging -- Understanding the Business Applications of Blogging -- Adapting the Three-Step Process for Successful Blogging -- Microblogging -- Podcasting -- Solving Communication Dilemmas At: GoPro -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Digital + Social + Mobile: Today's Communication Environment: Community Manager: One of the Hottest New Jobs in Business -- Digital + Social + Mobile: Today's Communication Environment: Will Emoticons Give Your Career a Frowny Face?

8. Writing Routine and Positive Messages -- Communicating At Get Satisfaction -- Strategy for Routine Requests -- Stating Your Request Up Front -- Explaining and Justifying Your Request -- Requesting Specific Action in a Courteous Close -- Common Examples of Routine Requests -- Asking for Information and Action -- Asking for Recommendations -- Making Claims and Requesting Adjustments -- Strategy for Routine and Positive Messages -- Starting with the Main Idea -- Providing Necessary Details and Explanation -- Ending with a Courteous Close -- Common Examples of Routine and Positive Messages -- Answering Requests for Information and Action -- Granting Claims and Requests for Adjustment -- Providing Recommendations and References -- Sharing Routine Information -- Announcing Good News -- Fostering Goodwill -- Solving Communication Dilemmas At: Get Satisfaction -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases

9. Writing Negative Messages -- Communicating At Hallo -- Using the Three-Step Writing Process for Negative Messages -- Step 1: Planning a Negative Message -- Step 2: Writing a Negative Message -- Step 3: Completing a Negative Message -- Using the Direct Approach for Negative Messages -- Opening with a Clear Statement of the Bad News -- Providing Reasons and Additional Information -- Closing on a Respectful Note -- Using the Indirect Approach for Negative Messages -- Opening with a Buffer -- Providing Reasons and Additional Information -- Continuing with a Clear Statement of the Bad News -- Closing on a Respectful Note -- Maintaining High Standards of Ethics and Etiquette -- Sending Negative Messages on Routine Business Matters -- Making Negative Announcements on Routine Business Matters -- Rejecting Suggestions and Proposals -- Refusing Routine Requests -- Handling Bad News About Transactions -- Refusing Claims and Requests for Adjustment -- Sending Negative Organizational News -- Communicating Under Normal Circumstances -- Responding to Negative Information in a Social Media Environment -- Communicating in a Crisis -- Sending Negative Employment Messages -- Refusing Requests for Employee References and Recommendation Letters -- Refusing Social Networking Recommendation Requests -- Rejecting Job Applications -- Giving Negative Performance Reviews -- Terminating Employment -- Solving Communication Dilemmas At: Hailo -- Learning Objectives Checkup -- Apply Your Knowledge -- Practice Your Skills -- Expand Your Skills -- Improve Your Grammar, Mechanics, and Usage -- Cases -- Practicing Ethical Communication: The Deceptive Soft Sell

Note continued: 2.9. Apostrophes -- 2.10. Quotation Marks -- 2.11. Parentheses and Brackets -- 2.12. Ellipses -- 3.0. Mechanics -- 3.1. Capitalization -- 3.2. Underscores and Italics -- 3.3. Abbreviations -- 3.4. Numbers -- 3.5. Word Division -- 4.0. Vocabulary -- 4.1. Frequently Confused Words -- 4.2. Frequently Misused Words -- 4.3. Frequently Misspelled Words -- 4.4. Transitional Words and Phrases.

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