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Communicating at Work: Creating Messages that Get Results, 4th Edition

Communicating at Work: Creating Messages that Get Results, 4th Edition

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Contents
Preface x
 
Part 1
 
Taking a Businesslike Approach to Communication
Chapter 1
 
The Importance of Clear, Concise Communication 1
In This Chapter 1
The Effects of Poor Communication 2
The Costs of Poor Communication 3
The Communication Circuit 5
The Effect of Noise 6
Types of Communication 7
Meeting the Receiver’s Needs 7
To Sum Up 10
Exercises 11
Chapter 2
Getting Off to a Fast Start 12
In This Chapter 12
Focusing the Message 13
The Climactic Method 13
The Immediate Method 13
Writing the First Words 14
Identifying the Details 17
Developing an Outline 18
Writing the Whole Document 22
Find a Quiet Place to Write 22
Start in the Middle 23
Strive for Continuity 24
Don’t Stop to Edit 24
End with the Next Start 24
Revising Your Own Words 25
 
Step 1: Wait 25
 
Step 2: Read 25
 
Step 3; Revise 25
 
Know When to Stop 28
 
To Sum Up 28
 
Exercises 29
 
Part 2
 
Writing Business Correspondence
 
Chapter 3
 
Informative Letters and Memorandums 31
 
In This Chapter 32
 
Planning Informative Letters 32
 
Confirming a Contract or Arrangement 33
 
Saying “Thank You" 37
 
Writing an Instruction Letter 37
 
Conveying Information 41
 
Writing a Personal Reference 42
 
Writing a Transmittal Letter 45
 
Short Transmittal Letter - 45
 
Longer Transmittal Letter 47
 
To Sum Up 49
 
Exercises 49
 
Chapter 4
 
Persuasive Letters and Memorandums 57
 
In This Chapter 58
 
Writing a Request 59
 
Writing a Suggestion 62
 
Writing a Complaint or Claim 64
 
Responding to a Complaint 66
 
Positive Response 66
 
Negative Response 68
 
Writing Collection Letters 69
 
Reminder Stage 70
 
Enquiry Stage 71
 
Appeal Stage 72
 
Demand Stage 72
 
Writing Sales Letters 73
 
1. Command Attention 74
 
2. Create Interest 77
 
3. Arouse Desire 77
 
4. Establish Conviction 77
 
5. Encourage Action 78
To Sum Up
 
Exercises
Chapters ^ '
 
Electronic Mail (Email) 90
 
In This Chapter 90
 
Writing Effective Email 90
 
Write an informative Subject Line 91
 
Write an Effective Opening Statement 91
 
Create a Confident Image 92
 
Using Email More Efficiently 96
 
Avoid Random Email Access 96
 
■Reply Selectively 97
 
Reply Coherently 98
 
Send Single-Topic Messages 98
 
Reply Carefully to Messages that Annoy You 99
 
Forward Messages Responsibly 99
 
Summarize a String of Messages 100
 
Monitor the Subject Line 101
 
Respect Confidentiality 101
 
Proofread with Care 102
 
AlternativeWaystoCommunicateInformation '" ~ 102
 
To Sum Up 103
 
Exercises 103
Part 3
 
Writing Business Reports and Proposals
Chapter 6
 
Informal and Semiformal Business Reports 107
 
In This Chapter 108
 
Incident Report 108
 
Job Progress Report 109
 
Job Completion Report 112
 
Travel Report 115
 
Conference Report 121
 
Problem Investigation Report 124
 
To Sum Up 129
 
Exercises 129
 
Chapter 7
 
Semiformal Business Proposals 137
 
In This Chapter 138
 
Proposals Offering a Single Solution or Plan 139
 
Writing a Short Informal Proposal 139
 
Writing a Longer, Semiformal Proposal 143
Example of a Single-Solution Proposal 143
 
Comments on the Cover Letter 143
 
Comments on the Proposal 144
 
Proposals Offering Alternative Solutions or Plans 156
 
Writing an Informal Proposal 156
 
Writing a Semiformal Proposal 157
 
To Sum Up 158
 
Exercises 159
 
Chapter 8
 
The Formal Report 166
 
In This Chapter 167
 
The Report’s Parts 167
 
Cover Letter/Executive Summary 168
 
Cover (or Jacket) 170
 
Title Page 170
 
Summary (or Abstract) 171
 
Table of Contents 172
 
Introduction 172
 
Discussion 173
 
Conclusions 179
 
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List of References 180
 
Appendix 191
 
Sample Formal Report 191
 
Comments on the Cover Letter 193
 
Comments on the Report 193
 
Report Writing Sequence 212
 
Writing in the First Person 213
 
An Alternative Format for a Formal Report 213
 
To Sum Up 215
 
Exercises 216
Part 4
 
Presenting Yourself Well
Chapter 9
 
The Shape of Business Letters and Reports 222
 
In This Chapter 223
 
Full Block and Modified Block Letters 223
 
Interoffice Memorandums 229
 
Fax Messages 231
 
Electronic Mail 233
 
Semiformal Paper or Report 233
 
The Words Within 234
 
To Sum Up 236
In This Chapter
 
Computer-Designed Graphs and Charts Graphs
 
General Guidelines for Constructing Graphs Specific Guidelines for Constructing Graphs Pie Charts Bar Charts Tables
 
Other Illustrations Positioning Illustrations Illustrations for an Oral Presentation To Sum Up Exercises
 
Chapter 11 / JtZuUi
 
Speaking Before a Business Audience
In This Chapter 260
 
Making a Formal Presentation 260
 
—EstafrHsb-the Setting - - - - - - - - 260
 
Plan the Talk 262
 
Make Speaking Notes 263
 
Illustrate Your Talk 265
 
. Show Computer-Generated Images 265
 
Practice . . . and More Practice 266
 
Make Two Pre-Platform Checks 267
 
Stand Up and Deliver 268
 
Wrap It All Up 270
 
Making an Informal Presentation 271
 
The Chairperson as Meeting Manager 271
 
The Participant as Presenter of Information 272
 
The Participant as Meeting Member 275
 
The Participant as Secretary 276
 
Using Voice Mail 278
 
Communicating with One Person 279
 
0ne-to-0ne Speaking Techniques 280
 
Listening Techniques 281
 
To Sum Up 283
 
Exercises 284
Chapter 12
 
Presenting Yourself to a Prospective Employer 287
 
In This Chapter 288
 
The Traditional Resume 288
 
The Focused Resume 292
The Functional Resume 296
 
The Electronic Resume 300
 
Key Words 303
 
Submitting an Original 304
 
The Letter of Application (Cover Letter) 304
 
The Job Interview 308
 
Preparing for the Interview 309
 
Getting Off to a Good Start 310
 
Responding to Questions 311
 
Asking Questions 313
 
Post-Interview Letters 313
 
To Sum Up 314
 
Exercises 315
Part 5
 
Getting Your Words on Screen or on Paper
Chapter 13
Writing Businesslike Language
In This Chapter 321
 
Words, Words, and More Words 322
Choose words to Suit Your Audience 322
Paint Strong Images 323
Check Spelling 325
Avoid Abrasive Words 326
Compound Words Consistently 326
Avoid Wordy Expressions 329
Write Strong Sentences 329
Be Emphatic 330
Position Words with Care 333
Punctuate Properly 334
Construct Coherent Paragraphs 338
Build Paragraphs Pyramid-Style 338
Strive for Good Continuity 340
Control Paragraph Length 341
Use Headings as Visual Signposts 341
Additional Factors to Consider 342
Using Capital Letters Appropriately 342
Abbreviating Words and Expressions 346
Writing Numbers in Narrative 347
Writing Metric Terms Correctly 348
To Sum Up 349
Exercises 349
In This Chapter 361
 
Designing Information for Maximum Effect 361
 
Choose an Appropriate Font 361
 
Justify Text Only on the Left 362
 
Adjust the Margins to Draw Attention 362
 
Break Up Long Paragraphs 362
 
Use Tables to Display Information 364
 
Use Columns to Increase Readability 364
 
Writing Non-Gender-Specific Language 364
 
Eliminate Masculine Pronouns 367
 
Replace Gender-Specific Nouns 368
 
Address Men and Women Appropriately 369
 
Communicating with an International Audience 369
 
Writing Business Correspondence 370
 
Meeting and Speaking 373
 
To Sum Up 374
 
Exercises 375
 
Glossary of Business Usage 377
In the Glossary 378
 
The Glossary’s Main Features 378
 
Abbreviations Used in the Glossary 379
 
Glossary of Business Usage 380
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