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

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Описание

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