Instruction Manual for Business and Professional Communication 3rd Edition by Steven Beebe, Timothy Mottet ISBN 0133973484 978-0133973488

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ISBN 10: 0133973484
ISBN 13: 978-0133973488
Author: Steven Beebe, Timothy Mottet 

NOTE: This edition features the same content as the traditional text in a convenient, three-hole-punched, loose-leaf version. Books a la Carte also offer a great value—this format costs significantly less than a new textbook. Before purchasing, check with your instructor or review your course syllabus to ensure that you select the correct ISBN.

This comprehensive book focuses on the core concepts and skills of business and professional communication, with an emphasis on leadership for today’s global workplace.

Business and Professional Communicationis organized around five fundamental principles of communication, providing a useful pedagogical framework for the reader. These principles are applied to a variety of business and professional contexts, including workplace relationships, interviewing, group and team work and giving presentations. Readers learn how to be aware of their communication, to use verbal and nonverbal messages and listen effectively and then, to adapt their communication to others’ needs and styles.

Business and Professional Communication 3rd Table of contents:

1 Communicating and Leading at Work

1.1 Communication and Leadership

1.1.1 Communication and You

1.1.2 Leadership and You

1.2 Communication: Making Sense and Sharing Sense

1.2.1 The Nature of Communication

COMMUNICATION IS ABOUT MAKING SENSE

COMMUNICATION IS ABOUT SHARING SENSE

COMMUNICATION IS ABOUT CREATING MEANING

COMMUNICATION OCCURS THROUGH VERBAL AND NONVERBAL MESSAGES

1.2.2 The Components of Communication

1.3 Leadership: Influencing Others Through Communication

1.3.1 The Relationship Between Leadership and Communication

Leaders Communicating @ Work

1.3.2 Leading Versus Managing

1.3.3 Leading Versus Following

1.3.4 Leading and Technology

# Technology and Communication @ Work

1.4 Leading Others: Applying Communication Principles at Work

1.4.1 Principle One: Leaders Are Aware of Their Communication with Themselves and Others

Communication Ethics @ Work

1.4.2 Principle Two: Effectively Use and Interpret Verbal Messages

1.4.3 Principle Three: Effectively Use and Interpret Nonverbal Messages

1.4.4 Principle Four: Listen and Respond Thoughtfully to Others

1.4.5 Principle Five: Appropriately Adapt Messages to Others

Recap

Summary: Communicating and Leading at Work

2 Being Aware of How You Communicate at Work

2.1 Be Aware of Leadership Approaches

2.1.1 The Trait Approach

2.1.2 The Functional Approach

2.1.3 The Styles Approach

2.1.4 The Situational Approach

2.1.5 The Transformational Leadership Approach

Recap

2.2 Be Aware of Leadership Assumptions

2.2.1 Classical Approach Assumptions

2.2.2 Human Relations Assumptions

Leaders Communicating @ Work

2.2.3 Human Resources Assumptions

2.3 Be Aware of Organizational Culture

Communication Ethics @ Work

2.3.1 Organizational Culture is Communicated Both Explicitly and Implicitly

2.3.2 Organizational Culture Includes Multiple Factors

2.3.3 Using Organizational Culture to Lead

2.4 Be Aware of Organizational Power

2.4.1 Types of Organizational Power

2.4.2 Abuse of Organizational Power: Sexual Harassment

# Technology and Communication @ Work

Summary: Being Aware of How You Communicate at Work

3 Using Verbal and Nonverbal Messages

3.1 Communicating Clear Verbal Messages

# Technology and Communication @ Work

3.2 Communicating Supportive Verbal Messages

3.2.1 Use Descriptive “I” Language Rather Than Evaluative “You” Language

3.2.2 Solve Problems Rather Than Control Others

3.2.3 Be Genuine Rather Than Manipulative

3.2.4 Empathize Rather Than Detach from Others

Recap

3.2.5 Be Flexible Rather Than Rigid

3.2.6 Present Yourself as Equal Rather Than as Superior

3.3 Understanding Nonverbal Message Characteristics

3.3.1 Nonverbal Messages Form Relationships

3.3.2 Nonverbal Messages Express Truth

3.3.3 Nonverbal Messages Are Culture Bound

3.4 Using and Interpreting Nonverbal Messages

3.4.1 Physical Appearance

PHYSICAL ATTRACTION

CLOTHING

ARTIFACTS

3.4.2 Voice

3.4.3 Gestures and Body Movement

EMBLEMS

ILLUSTRATORS

REGULATORS

3.4.4 Facial Expression and Eye Contact

Leaders Communicating @ Work

3.4.5 Space

3.4.6 Time

3.4.7 Touch

3.4.8 Physical Environment

Summary: Using Verbal and Nonverbal Messages

4 Listening and Responding

4.1 Hearing and Listening

4.1.1 The Difference Between Hearing and Listening

4.1.2 Listening Problems

Leaders Communicating @ Work

4.2 Turning off Competing Messages

4.3 Listening with your Eyes

4.4 Listening to Understand Both Major Ideas and Details

Communication Ethics @ Work

4.4.1 Listen for Major Ideas in the Message

4.4.2 Listen for the Details in the Message

# Technology and Communication @ Work

4.4.3 Link the Details with the Main Ideas

Recap

4.5 Responding Effectively

4.5.1 Responding Verbally

4.5.2 Responding Nonverbally

Rating Scale 4.1

4.5.3 Responding Empathically

ASK APPROPRIATE QUESTIONS

PARAPHRASE MESSAGE CONTENT

PARAPHRASE EMOTIONS

Summary: Listening and Responding

5 Adapting to Differences

5.1 Adapting to Social Style Differences

5.1.1 Identifying Social Style

Rating Scale 5.1

Communication Ethics @ Work

5.1.2 Adapting to Social Styles

5.2 Adapting to Cultural Differences

Leaders Communicating @ Work

5.2.1 Cultural Context

5.2.2 Cultural Values

INDIVIDUALISM VERSUS COLLECTIVISTIC

DECENTRALIZED VERSUS CENTRALIZED POWER

# Technology and Communication @ Work

ACCEPTANCE OF UNCERTAINTY VERSUS PREFERENCE FOR CERTAINTY

SHORT-TERM VERSUS LONG-TERM ORIENTATION

MASCULINE VERSUS FEMININE VALUES

5.2.3 Strategies for Adapting

Recap

5.3 Adapting to Gender Differences

5.3.1 Conversational Rituals

RITUAL APOLOGY

RITUAL OPPOSITION

COMPLIMENTS

SMALL-TALK RITUALS

5.3.2 Strategies for Adapting

5.4 Adapting to Generational Differences

5.4.1 Understanding Generation Y

5.4.2 Strategies for Adapting

Summary: Adapting to Differences

6 Relating to Others at Work

6.1 Relating to Your Manager

Leaders Communicating @ Work

6.2 Relating to Your Coworkers

A Few Recommendations

6.3 Relating to Those You Lead

Recap

6.4 Understanding Conflict Styles

6.4.1 Avoider

6.4.2 Accommodator

6.4.3 Competitor

6.4.4 Collaborator

6.4.5 Compromiser

6.5 Managing Conflict at Work

6.5.1 Skills for Managing Emotions

SELECT A MUTUALLY ACCEPTABLE TIME AND PLACE TO DISCUSS THE CONFLICT

MONITOR THE EMOTIONAL TEMPERATURE

BE NONVERBALLY RESPONSIVE TO OTHERS

AVOID PERSONAL ATTACKS, NAME-CALLING, PROFANITY, AND GUNNY-SACKING

6.5.2 Skills for Managing Conflict Conversations

DESCRIBE THE PROBLEM

ACHIEVE UNDERSTANDING

IDENTIFY GOALS

BRAINSTORM SOLUTIONS

SELECT THE BEST SOLUTION

Communication Ethics @ Work

6.5.3 Skills for Managing Bullies

# Technology and Communication @ Work

Summary: Relating to Others at Work

7 Interviewing Principles and Skills

7.1 Preparing the Interview

7.1.1 Identify the Interview Goal

7.1.2 Identify the Appropriate Person

CONSULT PROFESSIONAL ORGANIZATIONS AND MEMBERSHIP DIRECTORIES

USE ORGANIZATIONAL WEBSITES

USE PERSONAL CONTACTS, ACQUAINTANCES, AND NETWORKS

USE YOUR INSTRUCTORS

CALL THE ORGANIZATION DIRECTLY

7.1.3 Arrange the Interview

SCHEDULE TIME

IDENTIFY LOCATION

ARRANGE PHYSICAL SETTING

# Technology and Communication @ Work

7.2 Structuring the Interview

7.2.1 Identify Interview Topics

7.2.2 Write Interview Questions

OPEN QUESTIONS

CLOSED QUESTIONS

PROBING QUESTIONS

HYPOTHETICAL QUESTIONS

Recap

7.2.3 Sequence Interview Questions

FUNNEL SEQUENCE

INVERTED FUNNEL SEQUENCE

TUNNEL SEQUENCE

7.3 Conducting the Interview

Leaders Communicating @ Work

7.3.1 Open the Interview

MAKE A POSITIVE FIRST IMPRESSION

ESTABLISH RAPPORT

CLARIFY INTERVIEW GOALS

7.3.2 Process the Interview

INTERVIEWER’S ROLE

INTERVIEWEE’S ROLE

7.3.3 Close the Interview

SUMMARIZE THE INTERVIEW

ENCOURAGE FRIENDLY RELATIONS

DISCUSS THE NEXT STEP

EXCHANGE THANK-YOUS

Recap

7.4 Interviewing Ethics

7.4.1 Interviewer Ethics

STATE YOUR PURPOSE IN ADVANCE

ALLOW THE INTERVIEWEE TO MAKE UNCOERCED RESPONSES

ASK UNBIASED QUESTIONS

AVOID UNLAWFUL QUESTIONS

CONVEY HONEST, ACCURATE INFORMATION

RESPECT CONFIDENTIALITY

7.4.2 Interviewee Ethics

ANSWER QUESTIONS HONESTLY

KEEP YOUR WORD

RESPECT CONFIDENTIALITY

Summary: Interviewing Principles and Skills

8 Interviewing Goals

8.1 Information-Gathering Interviews

8.1.1 Preparing an Information-Gathering Interview

IDENTIFY THE INTERVIEW GOAL

IDENTIFY THE PERSON AND SCHEDULE THE INTERVIEW

8.1.2 Conducting an Information-Gathering Interview

OPEN THE INTERVIEW

PROCESS THE INTERVIEW

CLOSE THE INTERVIEW

8.1.3 Following Up an Information-Gathering Interview

EXPRESS THANKS

PROCESS YOUR NOTES

Leaders Communicating @ Work

TAKE THE NEXT STEP

8.2 Job Interviews

8.2.1 Preparing a Job Interview

8.2.2 Identify the Interview Goal

Communication Ethics @ Work

8.2.3 Develop a Resume

8.2.4 Identify and Research Appropriate Organization, Position, and Contact Person

8.2.5 Write a Cover Letter

8.2.6 Schedule the Interview

8.2.7 Conducting a Job Interview

OPEN THE INTERVIEW

8.2.8 Process the Interview

8.2.9 Close the Interview

8.2.10 Following Up on a Job Interview

EXPRESS THANKS

FOLLOW THROUGH

8.3 Appraisal Interviews

8.3.1 Preparing an Appraisal Interview

IDENTIFY THE INTERVIEW GOAL

ANALYZE THE INDIVIDUAL’S PERFORMANCE

# Technology and Communication @ Work

SCHEDULE THE INTERVIEW

8.3.2 Conducting an Appraisal Interview

OPEN THE INTERVIEW

PROCESS THE INTERVIEW

CLOSE THE INTERVIEW

8.3.3 Following Up an Appraisal Interview

ACKNOWLEDGE CHANGED BEHAVIOR

READDRESS UNCHANGED BEHAVIOR

Recap

Summary: Interviewing Goals

9 Collaborating in Teams

9.1 Elements of Teamwork

9.1.1 Differences Between Groups and Teams

WHAT’S A GROUP?

WHAT’S A TEAM?

Recap

9.1.2 Characteristics of Effective Teams

SPECIFY A CLEAR, ELEVATING GOAL

DEVELOP A RESULTSDRIVEN STRUCTURE

INCLUDE COMPETENT TEAM MEMBERS

DEVELOP A UNIFIED COMMITMENT

Communication Ethics @ Work

CREATE A COLLABORATIVE CLIMATE

MAINTAIN HIGH STANDARDS OF EXCELLENCE

DRAW UPON EXTERNAL SUPPORT AND RECOGNITION

REINFORCE PRINCIPLED LEADERSHIP

Leaders Communicating @ Work

9.1.3 Working in Virtual Teams

TELEPHONE CONFERENCES

EMAIL AND TEXT COLLABORATION

VIDEOCONFERENCES

WEB-BASED COLLABORATION

# Technology and Communication @ Work

9.2 Understanding Team Dynamics

9.2.1 Team Roles

TASK ROLES

SOCIAL ROLES

INDIVIDUAL ROLES

9.2.2 Team Norms

9.2.3 Team Networks

ALL CHANNEL

CHAIN NETWORK

WHEEL NETWORK

9.3 Improving Team Dynamics

9.3.1 How to Develop Team Ground Rules

9.3.2 How to Develop a Team Mission Statement

9.3.3 How to Manage Team Status Differences

9.3.4 How to Manage Team Power Differences

9.3.5 How to Enhance Team Cohesiveness

9.4 Approaches to Enhancing Teamwork

9.4.1 The Descriptive Approach—Describing Team Development

ORIENTATION

CONFLICT

EMERGENCE

REINFORCEMENT

THE PROCESS NATURE OF TEAMS

9.4.2 The Functional Approach—Understanding Team Functions

GOAL FUNCTION

ANALYSIS FUNCTION

IDEA GENERATION FUNCTION

EVALUATION FUNCTION

PERSONAL SENSITIVITY FUNCTION

9.4.3 The Prescriptive Approach—Identifying Team Strategies

Summary: Collaborating in Teams

10 Enhancing Team Meetings

10.1 Meeting Essentials—A Balance of Structure and Interaction

10.1.1 Providing Meeting Structure

10.1.2 Encouraging Meeting Interaction

10.2 Preparing for Meetings

10.2.1 Determining Whether to Have a Meeting

WHEN COLLABORATION IS NEEDED

WHEN UNCERTAINTY IS HIGH

WHEN PEOPLE MAY RESIST A DECISION OR A PROPOSED SOLUTION

WHEN INFORMATION COMES FROM MULTIPLE SOURCES

WHEN THE TASK OR PROJECT IS COMPLEX

10.2.2 Determining the Meeting Goal

SHARING INFORMATION

DISCUSSING INFORMATION

TAKING ACTION

Leaders Communicating @ Work

10.2.3 Developing the Meeting Agenda

IDENTIFY MEETING ISSUES AND QUESTIONS

GROUP ISSUES AND QUESTIONS ACCORDING TO MEETING GOALS

ESTIMATE HOW MUCH TIME TO BUDGET FOR EACH QUESTION OR ISSUE

STRATEGICALLY SEQUENCE AGENDA ITEMS

# Technology and Communication @ Work

10.2.4 Leading Team Meetings

Recap

10.3 Planning Problem-Solving Meetings

10.3.1 The Nature of Problem Solving

10.3.2 The Steps of Problem Solving

STEP 1: IDENTIFY AND DEFINE THE PROBLEM

STEP 2: ANALYZE THE PROBLEM

STEP 3: GENERATE POSSIBLE SOLUTIONS

STEP 4: SELECT THE BEST SOLUTION

Communication Ethics @ Work

STEP 5: TEST AND IMPLEMENT THE SOLUTION.

Recap

10.4 Developing Creative Solutions

10.4.1 Traditional Brainstorming

10.4.2 Silent Brainstorming—Nominal-Group Technique

10.4.3 Absentee Brainstorming—Delphi Technique

10.4.4 Electronic Brainstorming

Recap

10.5 Managing Meeting Interaction

10.5.1 Facilitating Discussion

BE A GATEKEEPER

FOCUS ON THE GOAL

MONITOR TIME

STRUCTURE INTERACTION

Recap

10.5.2 Avoiding Groupthink

GROUPTHINK TRIGGERS

HOW TO AVOID GROUPTHINK

10.5.3 Reaching Consensus

USE METADISCUSSION

LISTEN AND SUMMARIZE

KEEP IT REAL

Summary: Enhancing Team Meetings

11 Developing Your Professional Presentation

11.1 Confidently Communicating to Others

11.1.1 Understanding Your Apprehension

WHY DO YOU BECOME NERVOUS?

WHEN ARE YOU MOST LIKELY TO FEEL NERVOUS?

HOW MUCH DOES YOUR NERVOUSNESS SHOW?

HOW CAN YOU USE NERVOUSNESS PRODUCTIVELY?

11.1.2 Tips for Building Your Confidence

DON’T PROCRASTINATE

KNOW YOUR AUDIENCE

RECREATE THE SPEECH ENVIRONMENT WHEN YOU REHEARSE

VISUALIZE SUCCESS

BREATHE

CHANNEL YOUR NERVOUSNESS

GIVE YOURSELF A PEP TALK

LOOK FOR FRIENDLY FACES WHEN YOU SPEAK

SEEK SPEAKING OPPORTUNITIES

BE PREPARED

Recap

11.2 Consider Your Audience

Leaders Communicating @ Work

11.2.1 Analyzing your Audience Before You Speak

CONSIDER DEMOGRAPHIC INFORMATION

CONSIDER THE PSYCHOLOGICAL PROFILE OF YOUR AUDIENCE

# Technology and Communication @ Work

CONSIDER THE SITUATION

11.2.2 Analyzing Your Audience as You Speak

OBSERVE EYE CONTACT

OBSERVE FACIAL EXPRESSION

OBSERVE MOVEMENT

OBSERVE RESPONSES

RESPOND TO YOUR OBSERVATIONS

11.2.3 Analyzing Your Audience after You Speak

NONVERBAL RESPONSES

VERBAL RESPONSES

SURVEY RESPONSES

BEHAVIORAL RESPONSES

11.3 Select and Narrow Your Topic

11.3.1 Determine Your Purpose

DETERMINE YOUR GENERAL PURPOSE

DETERMINE YOUR SPECIFIC PURPOSE

11.3.2 Develop Your Central Idea

ONE SENTENCE

ONE KEY IDEA

AUDIENCE CENTERED

Recap

11.3.3 Generate Your Main Ideas

11.4 Support Your Presentation

11.4.1 Sources of Supporting Material

THE INTERNET

THE LIBRARY

YOU AND PEOPLE YOU KNOW

Communication Ethics @ Work

11.4.2 Types of Supporting Material

ILLUSTRATIONS

DESCRIPTIONS AND EXPLANATIONS

DEFINITIONS

OPERATIONAL DEFINITION

ANALOGIES

STATISTICS

OPINIONS

Recap

11.5 Organize Your Presentation

11.5.1 Organizing Your Main Ideas

ORGANIZE IDEAS CHRONOLOGICALLY

ORGANIZE IDEAS TOPICALLY

ORGANIZE IDEAS BY IMPORTANCE

ORGANIZE IDEAS BY THEIR COMPLEXITY

ORGANIZE IDEAS SPATIALLY

ORGANIZE IDEAS TO SHOW CAUSE AND EFFECT

ORGANIZE IDEAS BY PROBLEM AND SOLUTION

Recap

ADAPT ORGANIZATION TO CULTURAL EXPECTATIONS OF YOUR AUDIENCE

ORGANIZING YOUR PRESENTATION FOR THE EAR

PREVIEWS

VERBAL TRANSITIONS

NONVERBAL TRANSITIONS

SUMMARIES

11.5.2 Introducing Your Presentation

GET THE AUDIENCE’S ATTENTION

INTRODUCE THE TOPIC

GIVE THE AUDIENCE A REASON TO LISTEN

ESTABLISH YOUR CREDIBILITY

PREVIEW YOUR MAIN IDEAS

11.5.3 Concluding Your Presentation

SUMMARIZE THE SPEECH

REEMPHASIZE THE CENTRAL IDEA IN A MEMORABLE WAY

MOTIVATE THE AUDIENCE TO RESPOND

PROVIDE CLOSURE

Recap

11.5.4 Outlining Your Presentation

PREPARATION OUTLINE

DELIVERY OUTLINE

Sample Speech by Douglas Starr

Summary: Developing Your Professional Presentation

12 Delivering Professional Presentations

12.1 Methods of Delivering Your Presentation

12.1.1 Manuscript Speaking

12.1.2 Memorized Speaking

12.1.3 Improvising—Impromptu Speaking

IDENTIFY THE NUMBER OF POINTS YOU WISH TO MAKE

ORGANIZE BEFORE YOU SPEAK

BE BRIEF

SPEAK HONESTLY AND DRAW ON PERSONAL EXPERIENCE

ALWAYS KEEP YOUR AUDIENCE IN MIND

12.1.4 Conversing—Extemporaneous Speaking

Recap

12.2 Effective Delivery Strategies

12.2.1 Look Up—Maximize Eye Contact

12.2.2 Move Meaningfully—Use Appropriate Gestures, Movement, and Posture

GESTURES

MOVEMENT

POSTURE

12.2.3 Express Emotions—Use Appropriate Facial Expressions

12.2.4 Look Good—Monitor Personal Appearance

12.2.5 Speak Clearly—Use Appropriate Vocal Delivery

VOLUME

ARTICULATION

PRONUNCIATION

DIALECT

PITCH

RATE

Leaders Communicating @ Work

12.2.6 Speak Up—Tips for Using a Microphone

Recap

12.3 Adapting Your Presentation for the Media

CONSIDER TONING DOWN YOUR GESTURES

DRESS FOR VIDEO SUCCESS

MONITOR YOUR FACIAL EXPRESSIONS

KEEP IT SHORT

CHOOSE YOUR WORDS WITH CARE AND STYLE

BECOME FAMILIAR WITH THE TECHNOLOGY BEFORE YOU SPEAK

12.4 Responding to Questions

Prepare

Repeat or Rephrase the Question

Ask Yourself the First Question

Stay on Message

Listen Carefully and Nonjudgmentally

Neutralize Hostile Questions

Use Organizational Signposts

Signal When the Q&A Period Is Concluding

12.5 Presentation Aids

12.5.1 Why Use Presentation Aids?

ENHANCED ATTENTION

ENHANCED UNDERSTANDING

ENHANCED MEMORY

ENHANCED ORGANIZATION

ENHANCED SEQUENCING

12.5.2 Types of Presentation Aids

Charts

Flipcharts

Overhead Transparencies

Video

Audio

12.5.3 Designing Presentation Aids

MAKE THEM EASY TO SEE

MAKE THEM SIMPLE

DEVELOP A CONSISTENT VISUAL THEME

COMMUNICATE NUMERICAL DATA VISUALLY

CHOOSE A FONT WITH CARE

USE ALL CAPITAL LETTERS SPARINGLY ON PRESENTATION AIDS

USE COLOR TO CREATE A MOOD AND MAINTAIN ATTENTION

DESIGN FOR CONTRAST

USE BLACK AND WHITE EFFECTIVELY

USE A STORYBOARD TO PLAN YOUR MESSAGE

# Technology and Communication @ Work

12.5.4 Using Computer-Generated Images

USE WORDS SPARINGLY

KEEP SIGHTS AND SOUNDS SIMPLE

APPROPRIATELY TIME THE DISPLAY OF YOUR SLIDES

REPEAT VISUAL ELEMENTS TO CREATE UNITY

USE CLIP ART AND OTHER IMAGES

ALLOW PLENTY OF TIME TO PREPARE YOUR PRESENTATION AIDS

12.5.5 Using Presentation Aids

REHEARSE WITH YOUR PRESENTATION AID

MAKE EYE CONTACT WITH YOUR AUDIENCE, NOT WITH YOUR PRESENTATION AID

TALK ABOUT YOUR PRESENTATION AID, DON’T JUST SHOW IT

DO NOT PASS OBJECTS AMONG MEMBERS OF YOUR AUDIENCE

USE HANDOUTS EFFECTIVELY

TIME THE USE OF VISUALS TO CONTROL YOUR LISTENERS’ ATTENTION

Recap

Summary: Delivering Professional Presentations

13 Informing, Persuading, and Making Special Presentations

13.1 Informing Others

Leaders Communicating @ Work

USE SIMPLE IDEAS

PACE INFORMATION FLOW

USE ADULT LEARNING STRATEGIES

REINFORCE IDEAS NONVERBALLY

13.1.1 Presenting Briefings

13.1.2 Presenting Reports

13.1.3 Presenting Public Relations Presentations

13.1.4 Presenting Training Sessions

ANALYZE ORGANIZATIONAL AND TRAINEE NEEDS

ANALYZE THE TRAINING TASK

DEVELOP TRAINING OBJECTIVES

ORGANIZE TRAINING CONTENT

DETERMINE TRAINING METHODS

SELECT TRAINING RESOURCES

COMPLETE TRAINING PLANS

DELIVER TRAINING

ASSESS THE TRAINING PROCESS

# Technology and Communication @ Work

13.2 Persuading Others

13.2.1 Principles of Persuasion

PEOPLE RESPOND TO RESOLVE DISSONANCE

PEOPLE RESPOND TO MEET NEEDS

PEOPLE RESPOND TO FEAR MESSAGES

PEOPLE RESPOND TO POSITIVE MESSAGES

Communication Ethics @ Work

13.2.2 Strategies for Persuading

EFFECTIVELY ESTABLISH YOUR CREDIBILITY

EFFECTIVELY AND ETHICALLY USE EVIDENCE AND REASONING

Recap

USE EMOTION EFFECTIVELY AND ETHICALLY TO PERSUADE

ORGANIZE YOUR PERSUASIVE MESSAGE EFFECTIVELY

Recap

13.2.3 Presenting to Sell

13.2.4 Developing Your Sales Message

HOOK YOUR LISTENER

IDENTIFY THE CUSTOMER’S KEY ISSUE

MAKE THE RECOMMENDATION

STRESS BENEFITS, NOT FEATURES

MAKE THE CLOSE

RESPOND TO OBJECTIONS

Leaders Communicating @ Work

13.3 Making Special Presentations

13.3.1 Introducing Others

13.3.2 Presenting an Award

13.3.3 Accepting an Award

13.3.4 Making a Toast

Summary: Informing, Persuading, and Making Special Presentations

14 Writing for Business

14.1 Developing Business Writing Skills

14.1.1 Organizing the Document

14.1.2 Writing with Appropriate Style

USE APPROPRIATE TONE AND VOCABULARY

USE UNBIASED LANGUAGE

14.1.3 Writing with Clarity

USE SUBORDINATION

AVOID REDUNDANCY

DO NOT OVERUSE INTENSIFIERS

AVOID TELEGRAPHIC LANGUAGE

# Technology and Communication @ Work

14.2 Using Technology and Email

14.2.1 Learning to Use Technology Effectively

CONSIDER THE QUALITIES OF THE MESSAGE

CONSIDER THE EMOTIONAL IMPACT OF THE MESSAGE

FOLLOW THE COMMUNICATION NORMS OF THE ORGANIZATION

USE MULTIPLE CHANNELS

14.2.2 Using Email

Communication Ethics @ Work

14.3 Writing Business Letters

14.3.1 Correspondence

DEVELOP GOODWILL

INCLUDE STANDARD ELEMENTS OF CORRESPONDENCE

DELIVER BAD NEWS TACTFULLY

USE A STANDARD FORMAT

14.3.2 Complaint Letters

Leaders Communicating @ Work

14.4 Writing Business Documents

14.4.1 Memos

HEADING

BODY

CLOSING

14.4.2 Progress and Activity Reports

14.4.3 Sales Proposals

OUTLINE THE PROBLEM

DISCUSS YOUR APPROACH

DESCRIBE THE BENEFITS

MENTION SCHEDULE AND COSTS

14.4.4 Formal Reports

FRONT MATTER

BODY

BACK MATTER

Summary: Writing for Business

Appendix

Glossary

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Tags: Steven Beebe, Timothy Mottet, Professional Communication