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 Brief Contents

Preface xv
Prologue xxviii

PART 1 Business Communication Foundations 1

1 Professional Communication in Today’s Digital, Social, Mobile World 3
2 Collaboration, Interpersonal Communication, and Business Etiquette 37

PART 2 The Three-Step Writing Process 61

3 Planning Business Messages 63
4 Writing Business Messages 87
5 Completing Business Messages 113

PART 3 Brief Business Messages 133

6 Crafting Messages for Digital Channels 135
7 Writing Routine and Positive Messages 167
8 Writing Negative Messages 191
9 Writing Persuasive Messages 221

PART 4 Longer Business Messages 247

10 Understanding and Planning Reports and Proposals 249
11 Writing and Completing Reports and Proposals 281
12 Developing and Delivering Business Presentations 327

PART 5 Employment Messages and Job Interviews 359

13 Building Careers and Writing Résumés 361
14 Applying and Interviewing for Employment 393

appendix A Format and Layout of Business Documents 425

appendix B Documentation of Report Sources 441
appendix C Correction Symbols 449

Handbook of Grammar, Mechanics, and Usage 453

Answer Key 489
Index 495

 vii
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 Contents

Preface xv Chapter Review and Activities 29

Prologue xxviii Learning Objectives: Check Your Progress 29
Test Your Knowledge 30
Apply Your Knowledge 30
PART 1 Practice Your Skills 31
Business Communication Expand Your Skills 32
Improve Your Grammar, Mechanics, and Usage 33
Foundations 1

1  rofessional Communication in
P 2 Collaboration, Interpersonal
Today’s Digital, Social, Mobile Communication, and Business
World 3 Etiquette 37
COMMUNICATION MATTERS . . . 3 COMMUNICATION MATTERS . . . 37

Why Communication Is the Most Important Communicating Effectively in Teams 38

Business Skill 4
Communication Is Important to Your Career 4
Communication Is Important to Your Company 4
What Makes Business Communication Effective? 5
Communicating as a Professional 6 Guidelines for Collaborative Writing 40
Understanding What Employers Expect from You 6 Technologies for Collaborative Writing 40
Communicating in an Organizational Context 8
Adopting an Audience-Centered Approach 8
Exploring the Communication Process 9
The Basic Communication Model 9
The Social Communication Model 10
The Mobile Revolution 12
The Rise of Mobile as a Business Communication Platform
How Mobile Technologies are Changing Business
Communication 13
Committing to Ethical Communication 14
Distinguishing Ethical Dilemmas from Ethical Lapses
Making Ethical Choices 16
Communicating in a World of Diversity 16
The Advantages and Challenges of a Diverse Workforce
Key Aspects of Cultural Diversity 18
Advice for Improving Intercultural Communication 20
Writing for Multilingual Audiences 21
Speaking with Multilingual Audiences 21
Using Technology to Improve Business
Communication 23
Keeping Technology in Perspective 23
Using Tools Productively 23
Guarding Against Information Overload 23
Reconnecting with People Frequently 28
Developing Skills for Your Career 28
The Future of Communication: Real-Time
Translation 28
What’s Your Prediction? 29
Advantages and Disadvantages of Teams 38
Characteristics of Effective Teams 39
Conflict Resolution in Team Settings 39
Collaborating on Communication Efforts 40
Giving—and Responding to—Constructive Feedback 42
Making Your Meetings More Productive 43
Preparing for Meetings 43
Conducting and Contributing to Efficient Meetings 44
Putting Meeting Results to Productive Use 45
Using Meeting Technologies 46
12 Improving Your Listening Skills 47
Recognizing Various Types of Listening 47
Understanding the Listening Process 48
Overcoming Barriers to Effective Listening 48
15 Improving Your Nonverbal Communication
Skills 49
Developing Your Business Etiquette 50
17 Workplace Etiquette 51
Telephone Etiquette 51
Mobile Device Etiquette 52
Online Etiquette 52
Business Etiquette in Social Settings 53
The Future of Communication: The Internet
of Things 53
What’s Your Prediction? 54
Chapter Review and Activities 54
Learning Objectives: Check Your Progress 54
Test Your Knowledge 55
Apply Your Knowledge 56
Practice Your Skills 56
Expand Your Skills 57
Improve Your Grammar, Mechanics, and Usage 58

 ix
x Contents

PART 2 Composing Your Message: Crafting Coherent

Paragraphs 101
The Three-Step Writing Process 61
Creating the Elements of a Paragraph 101

3
Developing Paragraphs 103
Planning Business Messages 63 Writing Messages for Mobile Devices 103
The Future of Communication: Machine Learning 104
COMMUNICATION MATTERS . . . 63 What’s Your Prediction? 106
Understanding the Three-Step Writing Process 64 Chapter Review and Activities 106
Analyzing the Situation 65 Learning Objectives: Check Your Progress 106
Defining Your Purpose 65 Test Your Knowledge 107
Developing an Audience Profile 66 Apply Your Knowledge 107
Gathering Information 67 Practice Your Skills 107
Uncovering Audience Needs 68 Expand Your Skills 109
Providing Required Information 68 Improve Your Grammar, Mechanics, and Usage 109
Selecting the Best Combination of Media and
Channels 68
The Most Common Media and Channel Options 68 5 Completing Business
Factors to Consider When Choosing Media and Channels 72 Messages 113
Organizing Your Message 73
COMMUNICATION MATTERS . . . 113
Defining Your Main Idea 76
Limiting Your Scope 77 Revising Your Message: Evaluating the First Draft 114
Choosing Between Direct and Indirect Approaches 77 Evaluating Your Content, Organization, and Tone 114
Outlining Your Content 77 Evaluating, Editing, and Revising the Work of Other Writers 114
Building Reader Interest with Storytelling Techniques 79 Revising to Improve Readability 117
The Future of Communication: Haptic Varying Sentence Length 117
Technologies 81 Keeping Your Paragraphs Short 117
What’s Your Prediction? 81 Using Lists and Bullets to Clarify and Emphasize 117
Chapter Review and Activities 82 Adding Headings and Subheadings 118
Learning Objectives: Check Your Progress 82 Editing for Clarity and Conciseness 118
Test Your Knowledge 82 Editing for Clarity 118
Apply Your Knowledge 83 Editing for Conciseness 120
Practice Your Skills 83 Producing Your Message 120
Expand Your Skills 84 Designing for Readability 120
Improve Your Grammar, Mechanics, and Usage 85 Designing Messages for Mobile Devices 124
Proofreading Your Message 124

4 Writing Business Messages 87

Distributing Your Message 126
The Future of Communication: Telepathic
Communication 126
COMMUNICATION MATTERS . . . 87
What’s Your Prediction? 127
Adapting to Your Audience: Being Sensitive Chapter Review and Activities 127
to Your Audience’s Needs 88 Learning Objectives: Check Your Progress 127
Adopting the “You” Attitude 88 Test Your Knowledge 128
Maintaining Standards of Etiquette 88 Apply Your Knowledge 128
Emphasizing the Positive 89 Practice Your Skills 128
Using Bias-Free Language 90 Expand Your Skills 131
Adapting to Your Audience: Building Strong Improve Your Grammar, Mechanics, and Usage 131
Relationships 92
Establishing Your Credibility 92
Projecting Your Company’s Image 93
Adapting to Your Audience: Controlling Your Style PART 3
and Tone 93 Brief Business Messages 133
Creating a Conversational Tone 93
Using Plain Language 95
Selecting Active or Passive Voice 95 6  rafting Messages for Digital
C
Composing Your Message: Choosing Powerful Channels 135
Words 96
COMMUNICATION MATTERS . . . 135
Balancing Abstract and Concrete Words 97
Finding Words That Communicate Well 97 Digital Channels for Business Communication 136
Composing Your Message: Creating Effective Media Choices for Brief Messages 136
Sentences 99 Compositional Modes for Digital and Social Media 136
Choosing from the Four Types of Sentences 99 Creating Content for Social Media 137
Using Sentence Style to Emphasize Key Thoughts 100 Optimizing Content for Mobile Devices 139

Social Networks 140
Business Communication Uses of Social Networks 140
Strategies for Business Communication on Social Networks 141
Content-Sharing Sites 142
User-Generated Content Sites 142
Content Curation Sites 143
Community Q&A Sites 143
Email 143
Planning Email Messages 146
Writing Email Messages 146
Completing Email Messages 147
Messaging 148
The Advantages and Disadvantages of Messaging
Guidelines for Successful Messaging 149
Blogging and Microblogging 150
Understanding the Business Applications of Blogging 151
Adapting the Three-Step Process for Successful Blogging 152
Microblogging 153
Podcasting 155
The Future of Communication: Emoticons and Emoji 157
What’s Your Prediction? 157
Chapter Review and Activities 158
Learning Objectives: Check Your Progress 158
Test Your Knowledge 159
Apply Your Knowledge 159
Practice Your Skills 159
Expand Your Skills 162
Improve Your Grammar, Mechanics, and Usage
7
 riting Routine and Positive
W Refusing Routine Requests 199
Messages 167
COMMUNICATION MATTERS . . . 167
Strategy for Routine Requests 168
Open with Your Request 168
Explain and Justify Your Request 168
Request Specific Action in a Courteous Close 168
Common Examples of Routine Requests
Asking for Information or Action 169
Asking for Recommendations 169
Making Claims and Requesting Adjustments 172
Strategy for Routine Replies, Routine Messages,
and Positive Messages 172
Open with the Main Idea 172
Provide Necessary Details and Explanation 174
End with a Courteous Close 174
Common Examples of Routine Replies, Routine
Messages, and Positive Messages 174
Answering Requests for Information or Action 174
Granting Claims and Requests for Adjustment 174
Providing Recommendations and References 175
Sharing Routine Information 175
Writing Instructions 178
Announcing Good News 178
Fostering Goodwill 179
The Future of Communication: Communication
Bots 181
What’s Your Prediction? 181
Chapter Review and Activities 182
Learning Objectives: Check Your Progress 182
Test Your Knowledge 182
Contents xi
Apply Your Knowledge 182
Practice Your Skills 183
Expand Your Skills 184
Improve Your Grammar, Mechanics, and Usage 187
8 Writing Negative Messages 191
COMMUNICATION MATTERS . . . 191
Using the Three-Step Writing Process for Negative
Messages 192
Step 1: Planning Negative Messages 192
Step 2: Writing Negative Messages 193
149
Step 3: Completing Negative Messages 193
Using the Direct Approach for Negative
Messages 194
Open with a Clear Statement of the Bad News 195
Provide Reasons and Additional Information 195
Close on a Respectful Note 196
Using the Indirect Approach for Negative
Messages 196
Open with a Buffer 196
Provide Reasons and Additional Information 197
Continue with a Clear Statement of the Bad News 198
Close on a Respectful Note 198
Sending Negative Messages on Routine Business
Matters 199
Making Negative Announcements on Routine Business
164
Matters 199
Rejecting Suggestions and Proposals 199
Handling Bad News About Transactions 201
Refusing Claims and Requests for Adjustment 202
Sending Negative Employment Messages 202
Refusing Requests for Recommendations 202
Refusing Social Networking Recommendation
Requests 204
Rejecting Job Applications 205
168 Giving Negative Performance Reviews 206
Terminating Employment 207
Sending Negative Organizational News 207
Responding to Negative Information in a Social
Media Environment 209
The Future of Communication: Augmented Reality
and Virtual Reality 210
What’s Your Prediction? 210
Chapter Review and Activities 211
Learning Objectives: Check Your Progress 211
Test Your Knowledge 212
Apply Your Knowledge 212
Practice Your Skills 213
Expand Your Skills 214
Improve Your Grammar, Mechanics, and Usage 218
9 Writing Persuasive Messages 221
COMMUNICATION MATTERS . . . 221
Using the Three-Step Writing Process for Persuasive
Messages 222
Step 1: Planning Persuasive Messages 222
Step 2: Writing Persuasive Messages 225
Step 3: Completing Persuasive Messages 225
xii Contents

Developing Persuasive Business Messages 225 Planning Proposals 265

Framing Your Arguments 226 The Future of Communication: Emotion Recognition
Balancing the Three Types of Persuasive Appeals 227 Software 267
Reinforcing Your Position 229 What’s Your Prediction? 267
Anticipating Objections 229 Chapter Review and Activities 272
Avoiding Common Mistakes in Persuasive Communication 230 Learning Objectives: Check Your Progress 272
Common Examples of Persuasive Business Test Your Knowledge 273
Messages 230 Apply Your Knowledge 273
Persuasive Requests for Action 230 Practice Your Skills 273
Persuasive Presentation of Ideas 232 Expand Your Skills 274
Persuasive Claims and Requests for Adjustments 232 Improve Your Grammar, Mechanics, and Usage 278
Developing Marketing and Sales Messages 232
Planning Marketing and Sales Messages 234
Writing Conventional Marketing and Sales Messages 234 11  riting and Completing Reports
W
Writing Promotional Messages for Social Media 235 and Proposals 281
Creating Promotional Messages for Mobile Devices 236
COMMUNICATION MATTERS . . . 281
Maintaining High Ethical and Legal Standards 237
The Future of Communication: Gestural Computing 238 Writing Reports and Proposals 282
What’s Your Prediction? 238 Adapting to Your Audience 282
Chapter Review and Activities 238 Drafting Report Content 282
Learning Objectives: Check Your Progress 238 Drafting Proposal Content 285
Test Your Knowledge 240 Writing for Websites and Wikis 286
Apply Your Knowledge 240 Drafting Website Content 286
Practice Your Skills 240 Collaborating on Wikis 287
Expand Your Skills 242 Illustrating Your Reports with Effective Visuals 288
Improve Your Grammar, Mechanics, and Usage 245 Choosing the Right Visual for the Job 289
Designing Effective Visuals 296
Completing Reports and Proposals 298
Producing Formal Reports and Proposals 298
PART 4 Distributing Reports and Proposals 298
Longer Business Messages 247 The Future of Communication: Three-Dimensional
Communication 299

10  nderstanding and Planning

U
What’s Your Prediction? 315
Chapter Review and Activities 318
Reports and Proposals 249 Learning Objectives: Check Your Progress 318
Test Your Knowledge 319
COMMUNICATION MATTERS . . . 249
Apply Your Knowledge 319
Applying the Three-Step Writing Process to Reports Practice Your Skills 319
and Proposals 250 Expand Your Skills 320
Analyzing the Situation 251 Improve Your Grammar, Mechanics, and Usage 324
Gathering Information 251
Selecting the Right Combination of Media and Channels
Organizing Your Information 252
251
12  eveloping and Delivering
D
Supporting Your Messages with Reliable Information 253 Business Presentations 327
Planning Your Research 253
Locating Data and Information 255 COMMUNICATION MATTERS . . . 327

Evaluating Information Sources 255 Planning a Presentation 328

Using Your Research Results 256
Conducting Secondary Research
Finding Information at a Library 257
Finding Information Online 258
Documenting Your Sources 259
Conducting Primary Research
Conducting Surveys 260
Conducting Interviews 261
Planning Informational Reports 261
Organizing Informational Reports 261
Organizing Website Content 262
Planning Analytical Reports 263
Focusing on Conclusions 263
Focusing on Recommendations 264
Focusing on Logical Arguments 264
Analyzing the Situation 328
257 Selecting the Best Media and Channels 329
Organizing a Presentation 329
Developing a Presentation 333
Adapting to Your Audience 333
260 Crafting Presentation Content 334
Enhancing Your Presentation with Effective Visuals 337
Choosing Structured or Free-Form Slides 337
Designing Effective Slides 339
Integrating Mobile Devices in Presentations 344
Completing a Presentation 344
Finalizing Your Slides 344
Creating Effective Handouts 345
Choosing Your Presentation Method 345
Practicing Your Delivery 347
 Contents xiii

Delivering a Presentation 347

Overcoming Presentation Anxiety 347 14  pplying and Interviewing for
A
Handling Questions Responsively 348 Employment 393
Embracing the Backchannel 349
Giving Presentations Online 349 COMMUNICATION MATTERS . . . 393
The Future of Communication: Holograms 350 Submitting Your Résumé 394
What’s Your Prediction? 350 Writing Application Letters 394
Chapter Review and Activities 351 Understanding the Interviewing Process 399
Learning Objectives: Check Your Progress 351 The Typical Sequence of Interviews 400
Test Your Knowledge 352 Common Types of Interviews and Interview Questions 400
Apply Your Knowledge 352 Interview Media 403
Practice Your Skills 352 What Employers Look for in an Interview 404
Expand Your Skills 353 Preemployment Testing and Background Checks 405
Improve Your Grammar, Mechanics, and Usage 355 Preparing for a Job Interview 405
Learning About the Organization 406
Thinking Ahead About Questions 406
Boosting Your Confidence 407
PART 5 Polishing Your Interview Style 409
Employment Messages and Job Presenting a Professional Image 409
Interviews 359 Being Ready When You Arrive 410
Interviewing for Success 411

13  uilding Careers and Writing

B
The Warm-Up 411
The Question-and-Answer Stage 411
Résumés 361 The Close 412
Interview Notes 413
COMMUNICATION MATTERS . . . 361 Following Up After an Interview 413
Finding the Ideal Opportunity in Today’s Job Follow-Up Message 413
Market 362 Message of Inquiry 414
Writing the Story of You 362 Request for a Time Extension 415
Learning to Think Like an Employer 362 Letter of Acceptance 416
Researching Industries and Companies of Interest 363 Letter Declining a Job Offer 416
Translating Your General Potential into a Specific Solution for Each Letter of Resignation 416
Employer 364 The Future of Communication: Blind Auditions 417
Taking the Initiative to Find Opportunities 364 What’s Your Prediction? 417
Building Your Network 365 Chapter Review and Activities 417
Seeking Career Counseling 366 Learning Objectives: Check Your Progress 417
Avoiding Career-Search Mistakes 366 Test Your Knowledge 418
Planning Your Résumé 367 Apply Your Knowledge 418
Analyzing Your Purpose and Audience 367 Practice Your Skills 419
Gathering Pertinent Information 369 Expand Your Skills 420
Selecting the Best Media and Channels 369 Improve Your Grammar, Mechanics, and Usage 422
Organizing Your Résumé Around Your Strengths 369
Addressing Areas of Concern 370
Writing Your Résumé 370
Keeping Your Résumé Honest 371
Adapting Your Résumé to Your Audience 371 APPENDIX A
Composing Your Résumé 371 Format and Layout of Business
Completing Your Résumé 379
Revising Your Résumé 379
Documents 425
Producing Your Résumé 379 First Impressions 425
Proofreading Your Résumé 382 Paper 425
Distributing Your Résumé 382 Customization 425
Building an Effective LinkedIn Profile 382 Appearance 425
The Future of Communication: Gamification 384 Letters 426
What’s Your Prediction? 385 Standard Letter Parts 426
Chapter Review and Activities 385 Additional Letter Parts 430
Learning Objectives: Check Your Progress 385 Letter Formats 432
Test Your Knowledge 386 Envelopes 434
Apply Your Knowledge 386 Addressing The Envelope 434
Practice Your Skills 386 Folding to Fit 435
Expand Your Skills 387 International Mail 437
Improve Your Grammar, Mechanics, and Usage 389 Memos 437
xiv Contents

Reports 438 2.6 Commas 474

Margins 438 2.7 Dashes 476
Headings 438 2.8 Hyphens 476
Page Numbers 438 2.9 Apostrophes 476
2.10 Quotation Marks 477

APPENDIX B 2.11 Parentheses and Brackets 477

2.12 Ellipses 477
3.0 Mechanics 478
Documentation of Report Sources 441
3.1 Capitalization 479
Chicago Humanities Style 441 3.2 Underscores and Italics 480
In-Text Citation—Chicago Humanities Style 441 3.3 Abbreviations 480
Bibliography—Chicago Humanities Style 442 3.4 Numbers 481
APA Style 444 3.5 Word Division 482
In-Text Citation—APA Style 444 4.0 Vocabulary 483
List of References—APA Style 444 4.1 Frequently Confused Words 483
MLA Style 444 4.2 Frequently Misused Words 485
In-Text Citation—MLA Style 444 4.3 Frequently Misspelled Words 486
List of Works Cited—MLA Style 445 4.4 Transitional Words and Phrases 487

APPENDIX C Answer Key 489

Correction Symbols 449
Content and Style 449
Grammar, Mechanics, and Usage
Proofreading Marks 451
Handbook of Grammar,
Mechanics, and Usage 453
Diagnostic Test of English Skills 453
Assessment of English Skills 455
Essentials of Grammar, Mechanics, and Usage 455
1.0 Grammar 455
1.1 Nouns 456
1.2 Pronouns 457
1.3 Verbs 460
1.4 Adjectives 464
1.5 Adverbs 465
1.6 Other Parts of Speech 466
1.7 Sentences 468
2.0 Punctuation 472
2.1 Periods 472
2.2 Question Marks 472
2.3 Exclamation Points 473
2.4 Semicolons 473
2.5 Colons 473
Chapter 1: Self-Assessment—Nouns 489
Chapter 2: Self-Assessment—Pronouns 489
Chapter 3: Self-Assessment—Verbs 490
450 Chapter 4: Self-Assessment—Adjectives 490
Chapter 5: Self-Assessment—Adverbs 490
Chapter 6: Self-Assessment—Prepositions and
Conjunctions 490
Chapter 7: Self-Assessment—Periods, Question Marks,
and Exclamation Points 491
Chapter 8: Self-Assessment—Semicolons, Colons, and
Commas 491
Chapter 9: Self-Assessment—Commas 491
Chapter 10: Self-Assessment—Dashes and Hyphens 492
Chapter 11: Self-Assessment—Quotation Marks,
Parentheses, Ellipses, Underscores, and Italics 492
Chapter 12: Self-Assessment—Capitals and
Abbreviations 492
Chapter 13: Self-Assessment—Numbers 493
Chapter 14: Self-Assessment—Vocabulary 493
Index 495
 Preface

About the Authors

Courtland L. Bovée and John V. Thill have been leading textbook authors for more than two
decades, introducing millions of students to the fields of business and business communica-
tion. Their award-winning texts are distinguished by proven pedagogical features, extensive
selections of contemporary case studies, hundreds of real-life examples, engaging writing,
thorough research, and the unique integration of print and digital resources. Each new edi-
tion reflects the authors’ commitment to continuous refinement and improvement, particu-
larly in terms of modeling the latest practices in business and the use of technology.
Professor Bovée has 22 years of teaching experience at Grossmont College in San Diego,
where he has received teaching honors and was accorded that institution’s C. Allen Paul
Distinguished Chair. Mr. Thill is a prominent communications consultant who has worked
with organizations ranging from Fortune 500 multinationals to entrepreneurial start-ups.
He formerly held positions with Pacific Bell and Texaco.
Courtland Bovée and John Thill were recently awarded proclamations from the governor
of Massachusetts for their lifelong contributions to education and for their commitment to
the summer youth baseball program that is sponsored by the Boston Red Sox.

 xv
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doesn’t including
usually beginlinking then. ple in your network.
until to REAL-TIME UPDATES

photos and videos of work-related accomplishments.

Remember that business meals are a forum for business,
LEARN MORE BY WATCHING THIS VIDEO

Dining etiquette simplified

xvi Preface Skills period. Don’t discuss politics, religion, or any other topic
Education
that’s likely to generate strong emotions. Don’t complain Etiquette expert Barbara Pachter offers tips to help you get comfort-
List your top skills and areas of expertise. Make sure your educational listing is complete.
about work, don’t ask deeply personal questions, avoid pro-
●● ●●

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company
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fanity, and be careful with humor—a jokecoursework.
Many users will endorse your skills in return.
that entertains C H A P T E Rand
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Positive Messages 18
New to This Edition
●●

some people could easily offend others. Verify that it matches the information on your conventional résumé.
●●

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communication, including real-timeprofile. trans- and thework
networking potential of having all these gadgets communicate with each other, feed
If you don’t have extensive history, use this section to
lation, haptic communication, virtual and
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feature data into

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M13B_BOVE9404_08_SE_C13.indd 384 interviewing allhiddenthe behind
members a curtainof a project team to
so the people give(b)the
evaluating teamcan
them leaderhearabut
The message oozes with enthusiasm but
real-time
not see them—mean- 14/09/2017 18:17

status update.ingOn they Slack,

can’tbots makeare treated based
judgments just like human
on gender, team
age, members in
appearances,
beyond that it doesn’t really say anything to
further the candidate’s cause.
or many
anything other than
ways—they can howsend welland receive messages,
the musicians play. Within be assigned tasks,
a decade,(c)confirm
the ratio and be
ofthis
womeninvited to had torisen
join to 25 percent.
More than 80 new questions and student activities;specific groups and
The writer fails to use opportunity
his ability to perform the job.
Thecommunication
concept is now applied channels.acrossAsa range
bots (d)get
of better atand
industries understanding
professions. The GapJump-
one-third of the communication cases are new.
The tone here is too personal, and the
language, they’ll be able for
ers system, to contribute
example, enables to conversations,
job applicants such to take as finding background
skill auditions
closing line is too demanding.
anonymously. The
information that could help
employers sponsoring solve athe problem
auditions colleagues are discussing,
have no personal information without about anyone
the applicants when
asking for theirtheyhelp.judge the scores—it is strictly about talent. Applicants who do well on blind auditions
Learning Objectives: Check Your Progress has been How far this tive guess, butinterviewing
bot revolution
are then invited to participate
E f eacmore conventional
will go isinfanybody’s the appeal of this new
process, at which point the
converted to quick-to-read bulleted lists for easier generation of employers
people use every
digital genies
day
learn
on linethe
is who
job,
undeniable.they are.They
and they make
are moreanalysis
GapJumpers’
can reduce
connected
the to need
to thethat
indicates systems morethat women and more
community college readergraduates it through theto second navigate stageyet of another
interviewing than they
study and review.
(a) The subject lets the know
what the message is about, which increases
41
website or learndoyetin another she’ll readapp
a traditional
the chances it. in order to
selection get something done. Instead, you just message
process.
your bot and let it(b)figure out how
The opening expresses toandmake things happen.6
appreciation

To see a chatbot in action,

enthusiasm without overdoing it.
WHAT’S YOUR check out BusCommBot, created by Courtland L. Bovée,
PREDICTION?
one of the authors(c)additional
of this book.
information—in Log onto Facebook and search for Bovee & Thill’s Busi-
Espinosa takes the opportunity to provide
this instance,
ResearchBlog,
ness Communication reversing current
something he
then
said practices
in the
on thatinpage,
interview. blind auditions across professions.
select “Message” under theIsphoto the technique
at the catching on?
top of the page.Do (d)you think
He uses the closevariations
to confirm his ability on this method hold promise to reduce employment discrimination?
to do the job and to emphasize some posi-
tive personal characteristics.

WHAT’S YOUR PREDICTION?

Research theChapter
current state ofReview bot communication andtoActivities identify one way in which the technol-
ogy is changing or has the potential to change business communication practices. Do you
Figure 14.6 Follow-Up Message
agree withUsethe predictions
the follow-up message after anthe experts
interview make?
to express continued Why
interest or why
in the opportunity, not?
to correct or expand on any information you provided in
the interview, and to thank the interviewer for his or her time.
Here’s how to apply the AIDA model in an ap
MyLab Business CommunicationMESSAGE OF INQUIRY Get attention in the opening paragraph by s
Numerous sections are new or substantially revised, reflecting the latestIf you’re
research and practices in businessdate or within twocommunication:
●●
You can inquire about
Go to the not advised of the interviewer’s
www.pearson.com/mylab/business-communication
hiring
decision if you haven’t heard by
decision by the promised
you might make an inquiry. A message of inquiry (which can be handled by email if the
skills could benefit the organization, by exp
weeks,

the promisedto complete the problems

date. interviewer has marked
given youwith
his or this iconaddress)
her email . is particularly appropriate if you’ve qualifications fit the job, or by demonstrati
●● Communicating in an Organizational Context ●● Using the receivedThree-Step
a job offer from a secondWriting Process for Persuasive
firm and don’t want to accept it before you have an answer
ing of the organization’s needs.
from the first. The following example illustrates an effective approach:

●● Developing Skills for Your Career Messages When we talked on April 7 about the fashion coordinator Provides enough informationBuild interest and desire by adding several
●●
position in your Park Avenue showroom, you indicated that to remind the reader about
your skills, experience, and personal qu
the

●● Balancing the
positionThree Types of Persuasive Appeals
previous discussion
a decision would be made by May 1. I am still enthusiastic
●● Characteristics of Effective Teams reader to see even more by reviewing your
Learning Objectives: Check
about the and eager to know what conclusion
you’ve reached.
M07_BOVE9404_08_SE_C07.indd 181 ●● Motivate action by making your request ea 18

●● Conflict Resolution in Team Settings Your Progress

● ● Using Presentation Software to Create Visual Reports
including all necessary contact information
●● Improving Your Nonverbal Communication Skills ●● Keys to Being a Valued Networker
Objective 1: Explain the purposes of application letters, and
M14_BOVE9404_08_SE_C14.indd 414
Objective 2: Describe the typical sequence of
14/09/2017 18:20

●● Job-Specific
describe Keywords
how to apply the AIDA organizational approach to the major types of interviews, and the attribu
●● Workplace Etiquette them. look for during an interview.
●● Building an Effective LinkedIn Profile
●● Messaging An application letter has three purposes: The sequence of interviews can be divided int
● Understanding
Introduce your résumé the Interviewing Process ●● During the screening stage, employers fi
●● Asking for Recommendations ●● ●

●● Persuade an employer to read it fied (or uninterested) applicants and id

●● Common Types of Interview Questions
●● Writing Instructions ●● Request an interview candidates.

●● Refusing Requests for Recommendations ●● Interviewing by Phone

●● Giving Negative Performance Reviews ●● Interviewing by Video
●● Terminating Employment
M14_BOVE9404_08_SE_C14.indd 417
 Preface xvii
92 PA RT 2 The Three-Step Writing Process

Solving Teaching and Learning Adapting to Your Audience: Building

Challenges Strong Relationships

Communication is the most valuable skill that 2

Successful communication relies on a positive relationship between sender and receiver.
graduates can bring
Identify seven characteristics
that build and maintain a communi-
into your
Establishing the credibility
workforce,
LEARNING OBJECTIVE
and projecting your company’s image are two vital steps in
building and fostering positive business relationships.
but it is one of the most challenging to teach. Business
cator’s credibility. Communication Essentials blends
the timeless fundamentals of communication with contemporary techniquesYOUR
ESTABLISHING and CREDIBILITY
an
llaboration, Interpersonal
emphasis on business English improvement.People
To are helpmore students
likely to react succeed from
Audience their
responses first
to your day depend heavily on your credibility, which is a measure
messages
mmunication, and
on the job, Business
Business positively to your message when
Communication Essentials presents
they have confidence inthe
of your believability and is based on how reliable you are and how much trust you evoke in
you. full range of on-the-job skills
others. With audiences who don’t know you and trust you already, you need to establish
quette that today’s communicators need, from writing conventional printed reports
credibility to using
before they’ll themessages (see Figure 4.2). On the other hand, when you
accept your
do establish credibility, communication becomes much easier because you no longer have to
latest digital, social, mobile, and visual media. spend time and energy convincing people that you are a trustworthy source of information
and ideas. To build, maintain, or repair your credibility, emphasize the following
characteristics:
Honesty. Demonstrating honesty and integrity will earn you the respect of your audi-
To enhance your credibility,
Each chapter opens with insights from a
●●
to 3 Brief BusinessCOMMUNICATION
T Messages
MATTERS . . .
ences, even if they don’t always agree with or welcome your messages.
emphasize such factors as hon-
es of working in successful professional, emphasizing
“There’s nothing better than a new and enthusiastic team that, esty, objectivity, and awareness of
● ● Objectivity. Show that you can distance yourself from emotional situations and look
audience needs.
at allthat
sidesstudents
of an issue.
cs of effective teams. concepts and valuable skills
on a shoestring budget, tries to do something that’s never been

munication, identify Digital Channels for

done before.”1
—Tricia Naddaff, president, Management Research Group
Businesswill explore in the chapter.
●● Awareness of audience needs. Directly or indirectly, let your audience members know

that you understand what’s important to them.

d explain how to give Communication
Tricia Naddaff’s observation about high-performance teams hints ●● Credentials, knowledge, and expertise. Audiences need to know that you have whatever
at the near-magic that collaboration can bring to business. With it takes to back up your message, whether it’s education, professional certification,
OBJECTIVE Elon Musk’s Twitter exchange illustrates how the changes brought about by advances
the right people in the right circumstances, teams can innovate special training, past successes, or simply the fact that you’ve done your research.
productive team meet-
major digital
meeting technologies.
in
anddigital
producecommunication go the
results far beyond what much deeper
individual teamthan
mem- simply offering new ways to send and ●● Endorsements. An endorsement is a statement on your behalf by someone who is
r brief business receive
bers couldmessages.
achieve on As
theirChapter
own. At the1 other
notes, thesewhen
extreme, technologies have redefined the relationships accepted by your audience as an expert.
describe thelistening
escribe the nine between companies
things go sideways, teamand their
projects canstakeholders
be a demoralizinginwaste
a fundamental way. Digital channels domi-
odes needed for
ers overcome barriers of timebusiness
and money. The difference often comesanddownusing
to com-
nate communication today, these platforms effectively will be vital to
munication. This chapter explores the communication skills you
your success.
need in order to succeed in team settings, along with several
communication, and
other interpersonal communication topics that will help you on
rbal expression. the job: productive meetings, active listening, nonverbal commu-
MEDIA CHOICES FOR BRIEF MESSAGES
tiquette, and identify nication, and business etiquette.
ptions for short
e is essential. Individuals and companies have a broad range of options for sending brief messages (from
es continues to one or two sentences up to several pages long), including the following: Fridman highlights her experience
with specific areas of expertise,
vations in digital beginning with points likely to be of
Social networks
munication
●● greatest interest to prospective
a.
●● Content-sharing sites clients.
s Communication, Academic credentials enhance her
●● Email credibility by letting readers know
-communication
●● Messaging she not only attended a respected
Courtesy of Tricia Naddaff, President of Management Research Group

university but now teaches at one,

●● Blogging and microblogging too.
●● Podcasting Professional credentials convey the
message that she meets rigorous
This chapter covers all of these media, and Chapters 10 and 11 explore
standards oftwo other
knowledge, experience,
important digital channels: conventional websites and wikis. and ethical performance.

As this list suggests, businesses use many of the same tools you useMentioning
for personal com-work
her charitable
further builds her credibility (as
munication. In general, companies are quick to jump on any communication platform
president of the organization) and
where consumers are likely to congregate or that promises more efficientpromotes
internal or exter-
a positive reaction from
readers.
nal communication.
A high-quality photograph (well lit, with
widespread use of Although most of your business communication is likely to be via digital means,
no background distractions) also
printed memos don’t automatically dismiss the benefits of printed messages. Here areconveys
severalthe situations
message of
play an important professionalism.
in which you should use a printed message over digital alternatives:
communication. Figure 4.2 Building Credibility
●● When consultant
Management you want toNaddaff
Tricia makerecognizes
a formal the impression
productivity and In her profile page on her company’s website, financial advisor Joli Fridman builds her credibility with a variety of specific, concrete statements. Notice
●● When
innovation thatyou are legally
successful teamworkrequired to provide information
can generate. inhow
printed form packs a punch; there is no filler or “fluff.”
every statement
●● When you want to stand out from the flood of digital messages
●● When you need a permanent, unchangeable, or secure record
Obviously, if you can’t reach a particular audience through digital channels, you’ll
also need to use a printed message. Appendix A37 offers guidelines on formatting printed Annotated model documents are perhaps the most
memos and letters. M04_BOVE9404_08_SE_C04.indd 92
important feature of a business communication text, 14/09/2017 17:09

and Business Communication ­Essentials is packed

COMPOSITIONAL MODES FOR DIGITAL AND SOCIAL MEDIA with a balance of carefully chosen examples from real
e assignments in As you practice using digital media in this course, focus on the principles of effective com-
27/09/2017 20:15
companies and original material created to illustrate
us on the prin- munication and the fundamentals of good writing, rather than on the specific details of any ­specific concepts.
ve communication one medium or system.3 Fortunately, with a few minor adjustments, your skills will transfer
entals of good from one system to another without much trouble.
han the technical You can succeed with written communication in virtually all digital media by using
articular digital
one of nine compositional modes, each of which is well-suited to particular communica-
tion goals:
g successfully with ●● Conversations. Although they take place via writing, some forms of digital com-
quires a wide munication function more like real-time conversations than the sharing of written Going beyond covering the tried-and-true, Bovée and
g approaches. documents. The section on messaging (see page 151) explores this important and
ever-expanding communication format. Thill make unique contributions to the ­pedagogy and
●● Comments and critiques. One of the most powerful aspects of social media is the practice of business ­communication, such as the nine
opportunity for interested parties to express opinions and provide feedback, whether compositional modes required to succeed with digital
it’s leaving comments on a blog post or reviewing products on an e-commerce site.
Sharing helpful tips and insightful commentary is also a great way to build your
and social media.

.indd 136 29/09/2017 03:11

 to indicate any of the three media types delivered through digital channels.)

Oral Medium, In-Person Channel

The oral medium, in-person channel combo involves talking with people who are in the The nonverbal and interactive
same location, whether it’s a one-on-one conversation over lunch or a more formal speech aspects of in-person communi-
or presentation. Being in the same physical space is a key distinction because it enables the cation are difficult to replicate

xviii nuances of nonverbal communication more than any other medium/channel combination. in most other medium/channel
Preface As Chapter 2 points out, these nonverbal signals can carry as much weight in the conversa- combinations.
tion as the words being spoken.
1 Business Communication Foundations

TABLE 3.1 Medium/Channel Combinations: Advantages and Disadvantages

Medium/Channel Advantages Disadvantages

Be dependable Oral, in-person ●● Provide opportunity for immediate feedback ●● Restrict participation to those physically present
Be the best ●● Easily resolve misunderstandings and negotiate meanings ●● Unless recorded, provide no permanent, verifiable
Pros strive to excel, and excelling at Pros keep their promises, ●● Involve rich nonverbal cues (both physical gestures and record of the communication
every level is how you build a meet their commitments,
vocal inflections) ●● Can reduce communicator’s control over the
great career. learn from their mistakes, ●● Allow expression of the emotion behind your message message
and take responsibility
for their errors. Oral, digital ●● Can provide opportunity for immediate feedback (live phone ●● Lack nonverbal cues other than voice inflections
or online conversations) ●● Can be tedious to listen to if not audience focused
●● Not restricted to participants in the same location (recorded messages)
●● Allow time-shifted consumption (podcasts, for example)
Written, printed ●● Allow writers to plan and control their messages ●● Offer limited opportunities for timely feedback
Be ethical ●● Can reach geographically dispersed audiences ●● Lack the rich nonverbal cues provided by oral media
Responsible pros work ●● Offer a permanent, verifiable record ●● Often take more time and more resources to create
to avoid ethical lapses ●● Minimize the distortion that can accompany oral messages and distribute
and weigh their options Be a ●● Can be used to avoid immediate interactions ●● Can require special skills to prepare or produce if
carefully when facing team player ●● Deemphasize any inappropriate emotional components document is elaborate
ethical dilemmas. Pros know how to
●● Give recipients time to process messages before respond-
contribute to a larger ing (compared with oral communication)
cause and make others Written, digital In general, all the advantages of written printed documents ●● Can be limited in terms of reach and capability
around them better. plus: ●● Require Internet or mobile phone connectivity
●● Can be delivered quickly ●● Are vulnerable to security and privacy problems
●● Offer the flexibility of multiple formats and channels, from ●● Are easy to overuse (sending too many messages to
microblogs to wikis too many recipients)
●● Offer the ability to structure messages in creative ways, ●● Create privacy risks and concerns (exposing con-
such as writing a headline on Twitter and linking to the full fidential data, employer monitoring, accidental
message on a blog forwarding)
Be positive ●● Can offer links to related and more in-depth information ●● Entail security risks (viruses, spyware; network
You owe it to yourself, Be respectful ●● Can increase accessibility and openness in an organization breaches)
your colleagues, and your Good business etiquette is a sign through broader sharing ●● Create productivity concerns (frequent interruptions,
company to maintain a of respect for those around you; ●● Enable audience interaction through social media features nonbusiness usage)
positive outlook, even when respecting others is not only ●● Can be easily integrating with other media types, such as
the going gets tough. good—it’s good for your career. with embedded videos or photos
Visual, printed ●● Can quickly convey complex ideas and relationships ●● Can require artistic skills to design
●● Are often less intimidating than long blocks of text ●● Require some technical skills to create
●● Can reduce the burden on the audience to figure out how ●● Can require more time to create than equivalent
the pieces of a message or concept fit amount of text
Figure 1.3 Elements of Professionalism ●● Can be easy to create in spreadsheets and other software ●● Can be expensive to print
To be respected as a true professional, develop these six qualities. (simple charts and graphs), then integrate with reports
Visual, digital In general, all the advantages of visual printed documents and ●● Need time, cost, and skills to create

all the advantages of written digital formats plus: ●● Can require large amounts of bandwidth

COMMUNICATING IN AN ORGANIZATIONAL CONTEXT 52 PART 1 Business Communication Foundations

●● Can personalize and enhance the experience for audience
members
as a formal In addition to having the proper skills, you need to learn how to apply those skills in the
Business Communication Essentials from yourhelps ­students
●● Offer the persuasive power of multimedia formats, particu-

etwork, where business environment, which can be quite different social and scholastic environ- ●● Convey
larly videoa positive, professional attitude when you answer the phone. Answer promptly
he lines of
rganization develop their
ments. Every organization skills has in the
a formal larger
communication c
­ ontext
networkof
mation flow along the lines of command in the company’s organization structure. When
being
in which ideasaand true infor- and with a smile so that you sound welcoming. Identify yourself and your company
(some companies have specific instructions for what to say when you answer). If you
professional, with all the insights and
managers inform their subordinates about new company policies or sales representatives qualities that need to forward a call, put the caller on hold first and call the next person yourself to
submit travel reports, they are using the formal communication network. This flow of “offi- verify that he or she is available.
embodies.
cial” information—downward, upward, and horizontally throughout the organization— M03B_BOVE9404_08_SE_C03.indd With 69multiple quick-reference tables, the text serves as a
●● End calls with courtesy and clarity. Close in a friendly, positive manner and double- 14/09/2017 17:09
keeps all the parts of a company connected and functioning smoothly. valuable resource
check all vitalthat students
information can use
such as meeting times in
andother
dates. courses and
as also has Every organization also has an informal communication network, often referred to never or rarely check your
If you Use your own voicemail features to help callers. Record a brief, professional-sounding
takean with them
outgoingon theforjob.
● ●
munication as the grapevine or the rumorCHA mill,P Twhich
ER 1
encompasses all the “unofficial” communica- voicemail, disable24
Professional Communication in Today’s Digital, Social, Mobile World
it or record message regular use. When you will be away or unable to answer the
communica- POWERFUL TOOLS FOR COMMUNICATING EFFECTIVELYtakes message advising callers
tion that occurs outside the formal network. Some of this informal communication outgoing phone for an extended period, record a temporary greeting that tells callers when you
ce outside the place naturally when employees interact on the job and in social settings, and some of it to reach you another way. will respond to their messages. If you don’t check your messages regularly or at all,
The tools of business communication evolve with every advance in digital technology. The 20 technologies highlighted on the next four
takes place
pages help when theredefine
businesses formal thenetwork doesn’t
office, collaborate provide
and share information
information, connect withthat employees
stakeholders, want.
and build In
communities of disable your voicemail or use your outgoing message to tell callers you don’t check it.
fact,people
the with
limitations of formal
shared interests communication
and needs. For more examples ofnetworks
business useshelped
of socialspur
media the
toolsgrowth ofsee
in particular, social
pages 146–147 in Letting voicemail messages pile up without answering them is extremely thoughtless.
Chapter 6.
media in the business environment. Communication in the informal network is healthy ●● Be considerate when leaving voicemail messages. Unless voicemail is the best or only

andREDEFINING
important, because THE OFFICEthe formal network can’t always capture and share all the infor- choice, consider leaving a message through other means, such as text messaging or
mation that helps people do their jobs. However, if a workplace is rife with rumors and
Thanks to advances in mobile and distributed communication, the ”office” is no longer what it used to be. Technology lets today’s
email. If you do leave a voicemail message, make it as brief as possible. Leave your
company gossip, this could be a sign that the formal network is not functioning effectively.
professionals work on the move while staying in close contact with colleagues, customers, and suppliers. These technologies are also name, number, reason for calling, and times you can be reached.
redefining the very nature of some companies, as they replace traditional hierarchies with highly adaptable, virtual networks.

ADOPTING AN AUDIENCE-CENTERED APPROACH MOBILE DEVICE ETIQUETTE

Web-Based Meetings Videoconferencing Shared Online Workspaces
s of your audi- An audience-centered approach and
involves understanding and respecting the members ofMOBILE
Telepresence your APP Your mobile device habits say a lot about how much respect you have for the people around
r messages audience and making every effort to get your message across in a way that is meaningful
The to
Locale Android app can “geo- you. Avoid these disrespectful choices: 61
Andrey Popov/Shutterstock

them. This approach is also known as adopting the “you” attitude, in contrast to messages your smartphone, automati-
fence”
Courtesy of Conceptboard.

cally changing settings based on ●● Using obnoxious ringtones

your location—such as activating ●● Failing to mute your phone during meetings or other situations where it will inter-
dotshock/Shutterstock

C H A P T ER 3 silent
Planning modeMessages
Business when you arrive
74at your rupt people
BUSINESS COMMUNICATORS INNOVATING WITH MOBILE office. ●● Talking loudly in open offices or public places
Web-based meetings allow team Online workspaces help teams work pro-
●● Talking on your phone right next to someone else
dd 8 members Asfrom
the third major
all over therevolution
world in business communication in the past two decades (after the
ductively, World
even Wide
if they onYour
areWeb mobile
andmove
the social phone
ormedia),
14/09/2017
habits send a
mobile
17:05
●● Making or taking unnecessary personal calls at work
communication
to interact in real time. has the potentialVideoconferencing
Meetings provides
to change nearly every many
aspect of
of business communication.
spread out aroundHere the
is aworld.
smallsignal
sample of the
about
In addition toways com- of respect
the degree ●● Invading privacy by using your phone’s camera without permission
panies are putting mobile to work. the beneits of in-person meetings at a
can also be recorded for later providing controlled access to you havefiles
shared for those around you. ●● Taking or making calls in restrooms and other inappropriate places
fraction of the cost. Advanced systems and other digital resources, various systems
playback and review. Various sys-
Training feature telepresence, in which the video
●● Texting during meals or while someone is talking to you
tems support instant messaging, include project
Mobile Glossarymanagement functions, real-
images of meeting participants are life- time document editing, group messaging,
●● Allowing incoming calls to interrupt meetings or discussions
video, collaborative
In the face ofediting tools,
changing markets, government regulations, and other
and more. sized and extremely realistic.
forces in the business environment, developing and maintaining
Inand
addition to terms defined
other collaboration elsewhere in the book, here
tools.
●● Using voice recognition to the extent that it disrupts others
are some helpful mobile terms.
employee skill sets is an ongoing challenge for most companies. The Don’t assume your mobile habits In general, older employees, managers, and customers are less tolerant of mobile
challenge is made even more difficult when employees are constantly
VoiceonTechnologies
the move or geographically dispersed. With training materials
3G, 4G, and 5G are universally acceptable. device use than younger people are, so don’t assume that your habits will be universally
acceptable.62 At one extreme, venture capitalist Ben Horowitz fines his employees if
developed specifically for mobile devices, companies can deliver
Speech recognition (converting human speech to computer commands) and speech train- Successive generations of mobile phone technology,
As
they even the
look at a most compact
mobile device text in the
while an entrepreneur Bovée-Thill
is making a business plan pitch,
Fancy Collection/Superstock

ing(converting
synthesis content when and where
computer it helpsto
commands employees the most.
human speech) can enhance commu- C although the generational
H A P T ER 6 Craftingboundaries
Messages arefor
loosely
Digital Channels 144
BUSINESS COMMUNICATORS INNOVATING WITH SOCIAL MEDIA
nication in many ways, including simplifying mobile computing, assisting workers defined and each generation includes a number of becauseseries,
he considers Business Communication
it disrespectful Essentials
to the people making presentations.63
Notis
all bosses
who are unwilling or unable to use keyboards, and allowing ”one-sided” conversa- competing technologies; roughly speaking, we’re in a are quite so strict, but make sure you understand the situation in your workplace.
tions with information systems. Speech analytics software can evaluate conversa- transition from 3G to 4G now, and 5G (whatever it ends
Companies in virtually every industry use social media and continue to experiment with new ways to connect with customers and other
tions to improve customer service and other interactions. Mobile VoIP lets people up being) won’t arrive for at least several more years.
designed for high-­efficiency learning. Students
stakeholders. From offering helpful tips on using products to helping customers meet each other, these companies show the enormous
make voice calls on WiFi networks to save connection and roaming charges.
range of possibilities that new media continue to bring to business communication. can
ONLINE scan concise
ETIQUETTE bulleted lists to get important
Android and iOS
Enterprise Social Networking
The two major operating systems/platforms for mobile
insights
Digital media seem toand writing
be a breeding tipsforon
ground pooraetiquette.
wide Follow
variety
theseof
guidelines to
avoid mistakes that could hurt your company or your career:64
The social networking concepts that keep you connected with friendsdevices. Android devices are made by a wide variety of
topics.
Eugenio Marongiu/Shutterstock

manufacturers, but iOS devices are made only by Apple.

and family are widely used in business today. Enterprise social networks
are closed digital communities that connect employees within a com-
When you represent your com- ●● Avoid personal attacks. The anonymous and instantaneous nature of online com-
pany (and in some cases, selected external business partners). Bandwidth Apps
They Business
pany online, you must adhere to munication can cause even level-headed people to lose their tempers.
Mobile a high standard of etiquette and
often include a variety of communication and collaboration tools as ●● Stay focused on the original topic. If you want to change the subject of an online
A measure of the data-carrying capacity
respect of a mobile,
As the
well, including workgroup messaging, online meeting functions, andrange of business software applications on for others. conversation, start with a new message or thread.
Wi-Fi, or other network connection; streaming video
smartphones and tablet computers continues to
access to work files and other shared resources.
and other demanding applications require a broadband ●● Don’t present opinions as facts; support facts with evidence. This guideline applies to
expand, almost anything that can be accomplished on
connection, but there’s no general agreement on exactly
a regular computer can be done on a mobile device all communication, of course, but online venues in particular seem to tempt people
what constitutes broadband.
(although not always as efficiently or with the same into presenting their beliefs and opinions as unassailable truths.
Courtesy of bossjock studio, www.bossjockstudio.com Distributed Decision feature sets). ●● Follow basic expectations of spelling, punctuation, and capitalization. Sending care-
Making Cellular Versus Mobile
Images supplied courtesy of ClickSoftware Technologies, Ltd., © 2013–

24 less, acronym-filled messages that look like you’re texting your high school buddies
Two terms for the same concept; cellular (derived from creates an unprofessional impression.
A complementary aspect to
the way phone networks are configured) is used mainly
managing remote workers via
in the United States, whereas mobile is used more gen-
●● Use virus protection and keep it up to date. Sending or posting a file that contains a
mobile apps is giving employ-
ees the authority to make
erally around the world and is also more descriptive, so Today’s
computer companies
virus puts others at risk.expect employees to put

technology to effective use on human terms.

M01B_BOVE9404_08_SE_C01.indd 24 that’s the term used in this book. 14/09/2017 17:05
decisions in the field, rather
than relying on managers
back in the office. In the oil
and gas industry, for instance,
Context
A mobile
Awareness
Tweetups
device’s ability to modify its operation based
Multiple features and ­thoroughly integrated
specialized mobile apps
include tools for data visu-
A powerful
on knowledge
people with
capability
of where it is;
similar
of online
silencing
interests
social media
the ringer
together
M02_BOVE9404_08_SE_C02.indd
when
offline.
is bringing
Tweetups,
52
coverage of contemporary tools help students hit 27/09/2017 01:58
you arrive at your office is a simplemeetings
example.planned and orga-
for example, are in-person
the ground running.
2015. All rights reserved.

alization, collaboration, and

nized over Twitter.
data collection to help on-site Geofencing
employees and supervisors
Using the location-sensing capabilities of mobile
communicate and coordinate
devices to remotely monitor and control the device and
their efforts. This capability
its user; delivery companies, for example, can monitor
can be particularly vital after
where their drivers are and make sure they stay within
 what you need to accomplish with your message, gather the information that will
completing your messages.
meet your audience’s needs. Next, select the right combination of media and channels
for producing and delivering your message. Then organize the information by defin-
ing your main idea, limiting your scope, selecting the direct or indirect approach, and
outlining your content. Planning messages is the focus of this chapter.
●● Writing business messages. After you’ve planned your message, adapt your approach
to your audience with sensitivity, relationship skills, and style. Then you’re ready to
compose your message by choosing strong words, creating effective sentences, and
Preface xix
developing coherent paragraphs. Writing business messages is discussed in Chapter 4.

1 Plan 2 Write 3 Complete

Students sometimes flounder when faced with
Analyze the Situation Adapt to Your Audience Revise the Message
Define your purpose and develop Be sensitive to audience needs by Evaluate content and review unfamiliar or difficult writing ­challenges because
an audience profile. using a “you” attitude, politeness,
positive emphasis, and unbiased
readability, edit and rewrite for
conciseness and clarity.
they don’t know how to move a project forward.
Gather Information language. Build a strong rela-
Produce the Message
By following the proven three-step process
Determine audience needs and tionship with your audience by
obtain the information necessary to establishing your credibility and Use effective design elements described in Business Communication Essentials,
satisfy those needs. projecting your company’s
preferred image. ControlCHAP
and suitable layout for a clean,
your styleT ERprofessional
7 Writing Routine
appearance. they
and Positive never have
Messages 169 to feel lost or waste time ­figuring
Choose Medium and Channel
Identify the best combination for the
with a conversational tone, plain
English, and appropriate voice. Proofread the Message
out what to do next.
situation, message, and audience. Review for errors in layout,
ASKING FOR INFORMATION OR ACTION Compose the Message spelling, and mechanics.
Organize the Information Choose strong words that will help
Most of your routine Define yourrequests
main idea,will involve asking someone to provide information or take
limit your you create effective sentences and Distribute the Message As you plan a request, think
scope, select a direct or an indirect coherent paragraphs. Deliver your message using the
some specific action. As you plan
approach, and outline your content. your message, think about what you can do to make chosen medium; make sure all
about what you can do to make it
responding to the request as easy as possible for your recipients. Doing so is courteous and documents and all relevant files as easy as possible for your recipi-
are distributed successfully. ents to respond.
respectful, and it will likely prompt better and faster responses that will benefit you, too.
158 PART 3 Brief Business Messages
If it’s relevant,
Figure 3.1point out any
The Three-Step benefits
Writing Process of complying with your request, whether it’s a per-
16 in any medium.PARAs T you
1 get Business Communication
This three-step process will help you create more effective messages more practice with the process, it will become Foundations
easier
sonal benefit
and more toautomatic.
those involved or something that will benefit your organization as a whole.
Sources: Based in part on Kevin J. Harty and John Keenan, Writing for Business and Industry: Process and Product (New York: Macmillan Publishing Company, 1987), 3–4;
Naturally,Richard
be Hatch,
sureBusiness
to adapt your
Writing (Chicago: request
Science to your
Research Associates, 1983),audience andBusiness
88–89; Richard Hatch, theCommunication
situation Theory(see Figure
and TechniqueChapter7.1Science Review and Activities
(Chicago:

on the next page). alternatives are both ethical and valid, or perhaps the alternatives lie somewhere in the
Research Associates, 1983), 74–75; Center for Humanities, Writing as a Process: A Step-by-Step Guide (Mount Kisco, N.Y.: Center for Humanities, 1987); Michael L. Keene,
Effective Professional Writing (New York: D. C. Heath, 1987), 28–34.
MOBILE APP 142 PAR T 3 Brief Business Messages
The PRSA Ethics app is a mobile gray area between clearly right and clearly wrong. ObjectiveEvery 3: Explaincompany
how companieshas responsibilities
and business profession- to
MyLab Business Communication als can use content-sharing websites.
version of the Public Relations Soci- multiple groups of people inside and outside the firm, and those various groups often
ASKING FOR RECOMMENDATIONS Go to www.pearson.com/mylab/business-communication User-generated content sites such as YouTube let compa-
have
on competing interests.
●● theChoose For
thewith thisinstance,
best iconcompositional employees mode generallyfor itemseach want higher
that message, wages
purpose, andand more network.
●●

ety of America’s Successful

code of communication
ethics. to complete problems marked . nies host media customers and other stakeholders
Employers, business partners, investors, lenders, and other
M03B_BOVE9404_08_SE_C03.indd 64
social organizations
networks starts with often benefits,
ask appli-
choos- but investors
youFor visit who
a variety various
14/09/2017 17:09
have
of reasons,risked
social you their
may money
networks, ●●
takeinsome
contribute.
the company
time to observe want management
Content curation sites let professionals and consumers with
the variety of messa
cants to supply Review and test
references before prep hiring is faster
or promoting than ever—the ing the best
people, Learning
compositional
extending credit, mode
to keep
awarding costs low types so that
need you
to askprofits
see
people are
whostrong
in different knowparts enough of each
expertisetoordrive upa particular
website.
interest in theFor stock to price.
collect andBoth
example,
field sides
the informal
repub- sta
aLearning Objectives: lish material on a particular topic.
contracts, orObjectives:
granting scholarships or other benefits.feature for each message.
Consequently, at various stages have of valid
your ethical you
update in amode
position.professional
works or personal
well for Facebook posts but givewould
individualsbe the less effective for compa
Check Your Progress has been Check Your Progress
●●Community Q&A sites opportunity to
career you may need to askas people who know you in a professional
an alternativeorthat In contrast, to overviews capacity
an ethical toandprovide
lapse isyou
mission with
a clearly a unethical
statements. choice. With both internal and exter-
build their personal brands by providing expertise, and they
redeveloped quick-to-read If you choose
bulleted lists that personal capacity Objective 1: Identify recommendation
the major digital channels or serve
used foras a
brief
give companies the chance to address customer complaints
provide a recommendation or serve as a reference. is unethical, you have committed nal communication ● ● Offer efforts,
valuable thecompositional
pressure
content to to produce
members and correct results
of your or justify
online
misinformation. decisions canPeople
communities. make don’t j
students can scan and memorize easily. business messages, and describe
reference.
the nine modes
A recommendation usually takes the an form ethicalof lapse.
a brief letter or email message unethical that
needed communication
social
for digital media. networks a tempting to be sales choice. Telling
targets.
Objective They a potential
4: Describe join looking
the evolving customer
role offor in you
emailconnections
businesscan com- and inform
Primary digital media for short business messages include:
expresses someone’s confidence in your ability to perform a job, to fulfill theplete terms a project
of a by tion.
Social networks
●●
a certain
Content date when you
marketing is know
the practiceyou can’t is simply dishonest,
of providing free information
communication, and explain how to adapt the three-step writ-
ing process to email messages.
even ifthat you is valua
contract, or to do whatever the situation entails (see page 175). Serving as a reference need the oftencontract
Information-
●● to save your
toandcommunity
content-sharing career or and
members
websites youralso company.
●●Ashelps
the earliest aThere
company is nobuild
widely available ethical
digital closer
channel,dilemma ties
email here.current a
waswith
Email 13
means agreeing to have a phone conversation or email exchange with a representative from Messaging potential customers.
●●
applied to a broad range of communication tasks—some it
●●
was well suited for and some it wasn’t.
the hiring company or other organization involved, during which the person will answer Blogging
●●
●● and
Podcasting
Join existing conversations. Search
microblogging ●● for newer
Over time, online mediaconversations
such as messaging and that are already tak
social net-
MAKING ETHICAL CHOICES
●●
works have been taking over some of these tasks.
questions and provide background information about you. (Before you volunteer anyone’s place.
The nine compositional modes Answerare: questions, solve problems, ●●Email remains a vital offer mediumadvice, andforrespond
that is optimum many pri- to rumors a
name as a reference, you must ask permission to do so.)
Responsible employers establish ●●
ethicalmisinformation.
EnsuringConversations business communication requiresvate,
Comments and critiques
threeshort to medium-length messages.
elements: ethical individuals, ethical
Such requests are usually routine, but you shouldn’t
ethical A always
hub is aassume
central a positive
for theironline locationresponse, ●● Anchor your online presence in
Theyour hub.
processAlthough it’scommunication:
important to join conv
●●

clear guidelines company leadership,

Orientations
●● Whenand requesting recommenda-
the appropriate policies and structures
three-step adaptsto support
easily to email ethical decision
and a negative response may not be relatedemployees such
to yourtoqualifications. a website orYou
follow. a blog are that uni- busy
asking
making.
Summaries
38
●●
Many sations
tions,
companies and be
remember visible
you arean
establish where
asking
explicit your Make
ethics
●●
stakeholders
sure every message has
Spend at least policy
a moment using are aactive,
a valuable
written
or two planning
purpose.it’s
code
each message;
equally
of ethics
it will
important
Reference materials
The unique and youfree Real-Time Updates—
●●
fies yourasking
online thempresence.
●●

people to devote time and energy on your behalf, and you’re to put to their
help own Narratives anchor
employees
●● people to putpresence
your
determine their
what own is reputa-
at your own
acceptable. central
Showing
save time and hub—a
employees
lead to betterweb presence
that
messages.
the you own and
company is contr
reputations on the line. In some cases, the person may not know you well enough serious
Teasers
or about
may
●●
tionscan
This
ethical
Status updates
●●
on the be line.
behavior
and announcements a combination
is also Learn vital.More feature
●●

tions of writingconnects and formality students

When writing email messages, bear in mind that the expecta-
of a conventional qualitywebsite, aareblog, and
higher with a company-spo
busi-
14
not believe that the opportunity you are pursuing is a good fit for you. In addition, Even whenTutorials sored online community, for example.
●●
the best codes and policies with ­dozens
can’t address ●●
ofevery carefully
ness email.
Take care
Use
withunique
the selected
the subject
hub
situation, online
to connect however.
line; it often determines
the various pieces
whether If you
it comes to job references, some organizations don’t allow their staff to provide findanything
yourself inyour
a online
situation “self”
in which (as
media
Objective 2: Describe the use of social networks in business
an
the individual
items
law or that
a or
code
and when a company)
complement
of
recipients open and and
ethics read thehelp
can’t the guide people
text’s
message.
you, to find and foll
answer
Completing email messages is straightforward. Proof and
beyond confirmation of employment. you.
●●
39
the following
communication.
questions: coverage with revise­a dditional
messages, stick withexamples
a clean design, make and use of the
Open your message by clearly stating why the recommendation is required (if it’s●● Facilitate community building. Make
Businesses use three major types of social networks:
itrighteasy for customers and other audiences
email signature feature, and make sure you distribute the mes-
If company ethics ●● Have you defined the situation
Public, general purpose networks such as Facebook valuable
fairly and insights.
sage to the Media
andaccurately?
people. items range from
youpolicies
woulddon’t
●●

not for a job, be sure to explain its purpose) and what like your reader toPublic, connect
do specialized networks with
such asthe
LinkedIncompany with each other. For example, you can use the gro
interactive websites and online andvideos
disadvantagesto
●●

on your behalf. If you haven’t had contact cover withathe specific situation, you can
person for some time, use●●the Whatopen-
●●
is your
Private, internal intention
networks
feature in communicating
on Facebook, LinkedIn,business this other
Objective
and message?
5: Describe
messaging,
the
social advantages
networks
and identify guidelines forto create
effective
of
mes- and foster spec
ask yourself a number of ques- ●● What Businessesimpact
use social will
networks this message
in a variety
infographics, p
­ resentations,
of ways: have on the people who receive it or who might be
and podcasts.
ing to trigger memories of the relationship you had, including dates and any special interest groups within your networks. Groups are a great way to connect people w
saging in the workplace.
tions in order to make an ethical affected
Integrating company workforces
Fosteringby it? interested in specific topics,Business
●●
messaging offers several key advantages:
events or accomplishments that might bringchoice. a clear and favorable picture of you to mind. ●●
are
collaboration such as owners of a particular product.
It can mimic conversation more closely than email.
●● Will the message achieve the greatest possibleWith
Building communities
good while doing thetime leastand possible whoharm?
●●

Restrict conventional promotional efforts tocanthe right right place. Persuas

●●

Use the body to provide information that will make it easycan

Products forbe thepromoted
recipient onto comply ●● ● ●
Socializing brands and companies In addition, students
●● closed, private
explore
systems, administrators can choose

with your request: social networks, but it needs●to ● beWillUnderstanding

●●the assumptionstarget markets you’ve made changeis over
communication efforts are still valid for time?
allowed to participate.
specific That is, will
communication atodecision tasks, that
such as re
Recruiting employees and business partnersthousands of curated media items in the and
●●It’s a good choice when senders want messages be seen
done in a low-key, indirect way. seems ethical with now seem unethical in the future?
●●

Connecting lar advertising

sales prospects and the product information
acted on immediately.
pages on a website, but efforts to inj
Real-Time Updates system and subscribe
●●

●● The nature of the opportunity you are pursuing Supporting

●●

Extending the
customers
blatant
organization “salespeak” ●● Are yousocial
into comfortable
networking
Messaging alsowith your
conversations
has some potentialdecision?
disadvantages:areWouldusually you notbewelcome
●● The action you are asking for (such as writing a REAL-TIME message orUPDATES agreeing to answer to weekly updates.
●●

Crowdspeaking
●●
●● Maintain a consistent embarrassed
personality. if Users
●●
itEach
were
are at thespread
mercy of other
social across
network the
users’ typing
is a Internet?
speed and accuracy.Think
unique environment w
LEARN MORE BY VISITING THIS WEBSITE
questions) CHAPT ER 13 Building Careers and about Writing a Résumés
●●Messaging systems vary widely in their levels of security and
personprivacy. you373 admire
15 and ask yourself whatbusiness-orien
he or
Guidelines for trouble-free blogging particular norms of communication. For example, as a strictly
●● Information that you would like the recommendation to convey, such as your work
she would network, thinkLinkedIn
of your decision. has a more formal “vibe” than Facebo
experience, skills, training, character, andThe fitness for Frontier
the opportunity
are specific, such as saying you
Electronic
are fluent in
Foundation
Spanish
REAL-TIME
or
offersUPDATES
have
a free Legal Guide for
four years of experience If you which
ever caters
have doubts to both about consumers and businesses.
the legal ramifications ofAdapt
a to
●● Full contact information if you are asking the person to send a letter or email
Bloggers. Go to real-timeupdates.com/bce8 LEARN MORE BY VIEWING and select Learn
THIS INFOGRAPHIC expectations of each network, but be sure to maintain a co
message designing mobile apps. Soft skills arethemore challenging to express in in a convincing way, message you intend to distribute, ask for guidance from your
More in Students section. Social shaming today’s business
company’ssistent personality across all the networks in which you
M06B_BOVE9404_08_SE_C06.indd 158 14/09/2017 18:12

●● The application so look deadline for ways or otherto quantify

date bythese which withyoudetails,
need suchlandscape as “nominated for the company’s legal department.
leadership development program.” active.16
the recommendation See how today’s consumers use the power of social media to get
REAL-TIME UPDATES See “Writing Promotional Messages for Social Media”
If it gives theIdentifying
recipient athese helpful keywords
overviewrequires of your some research,
satisfaction
career but youLEARN
from companies. can
Go touncover many of
real-timeupdates.com/bce8
Communicating in for a social
Chapter World
for 9Employment
(pages 237–238) of Diversity for more tips on writing messa
MORE BY VISITING THIS WEBSITE
since your last themcontact,while you are researching
consider includingvarious an up-to-date industries and companies.
and select Learn More in CHAPT
the ER 14
In particular, study
Students section. Applying and Interviewing 405
LinkedIn’s advice for college students networks and other social media.
résumé. job descriptions carefully. In contrast to the action verbs
Close your
are requesting
that message
catch apersonalities.
a computer’s
a printed
human
others
with areader’s
attention
letter,
sincere
always
expect
Some
are
thank
usually
be
employees
6
attention,
sure to
LEARNING OBJECTIVE
you.keywords
are intense;
Explain
nouns
toenclose
Ifothers
how
forge
you
that their
that
culturalare
catch
more
Follow
diversity
adescribe
own
laidtips
these
the and
way
appropriate
Throughout your career, you will interact with people from a variety of cultures, people

and
back.
who to get
even
Some
differ
effective
the most
compete
ways
emphasize
inREAL-TIME
race,
from age,
with
LinkedIn,
for one
tostructure,
ask
teamwork;
gender,
UPDATES including
another.
recommendations.
sexualthe mostorientation, national and regional attitudes and
Go tolanguage, physical and cognitive abilities, life
affects business communication, beliefs, family LEARN MORE
religion,
BY VISITING
native
THIS WEBSITE
specific skills,
stamped, preaddressed envelope attributes,
as
Expectations also vary a and
convenience experiences
andfrom to
describe the
jobthe an
other
tosteps employer
job within
you can atake is
company
real-timeupdates.com/bce8 and
experience, Content-Sharing
Find
and the
andeducational
select keywords
Learn More that
in thewill
background Stu-light(see up Sites
Figure 1.8). Although the concept is often
party. Figurelooking7.2 on page forfrom in
171a provides
candidate.
industry an Keywords
to example
industry. of
to communicate Ancan include
a request the
more effectively
outgoing busi-
dents
personality section. is essen- your résumé

3 LEARNING OBJECTIVE narrowly framed Social in terms

networks ofallow
REAL-TIME ethnic background,
members
UPDATES to share a broader
information and more and media usefulitems definition as part of of the n
that follows ness theseand technical
guidelines.
tial for sales terms butassociated
lessacross with
so forcultural
research, a specific
boundaries. profes-
for instance.
how companiesdiversity This
and list of includes
tips and tools “all willthe
helpcharacteristics
you find the right andkeywords toVIDEOS
experiences cus- have thatbeen define each ofspecifically
us as indi-for shar
sion, industry-specific jargon, names or types
Explain
of products working experience,
LEARN MORE butBY aWATCHING
variety of
THESE systems designed
Beyond these two general questions, most canemploy- tomize your
viduals.” 40 résumé for every opportunity. Go to real-timeupdates
Some aspects of TED diversity, talkssuch that as race and age, are inherent. Others, such as
or systemsers used
business professionals use content. Five will help you prepare
23
lookinfor a profession,
the qualitiesjob of titles, and college
professionalism
content-sharing described
websites. .com/bce8
work inhistory, and select Learn
language,for More
religion, in the Students section.
interviews cultural immersion, and education, are acquired through
degrees. Chapter 1 (see page 6). Throughout the interview process, 41
life experience. MIT careerTogether,
advisorthese Lily Zhang characteristics
handpicked these and talks experiences
for the can have a profound effect
look for opportunities to show your commitment toon excel-
the wayUSER-GENERATED
businesspeople
insights they can give communicate.
all job hunters. CONTENT Go to real-timeupdates SITES
Name and lence, dependability,
Contact Information teamwork, etiquette, ethics, and positive This section .com/bce8 looksandatselect the advantages
Learn More in the andStudents
challenges section. of a diverse workforce from a
YouTube and other user-generated YouTube, Flickr, Yelp, and other user-generated content (UGC) sites, in which users rat
BOVE9404_08_SE_C07.indd Your169 nameattitude. and contact information constitute the heading
content sites are now important of communication
your résumé; includeperspective,
the examines
Be sure to key
provide differences
complete
18/09/2017 19:41and
than website owners contribute most or all of the content, have become serious busin
among cultures, and offers advice
following: business communication channels. for communicating across cultures. accurate contact information;
tools. On YouTube, for example, companies post everything from product demonst
mistakes in this section of the
●● Name PREEMPLOYMENT TESTING AND BACKGROUND tionsCHECKS and TV commercials to company profiles and technical support explanations
xx Preface

No other textbook comes close to offering the

resources that Bovée and Thill provide free to
­students and instructors:
●● Sponsored instructor communities on LinkedIn and
Facebook with nearly two thousand members
●● Tips and techniques in Bovée and Thill’s ­Business
Communication Blog and Twitter feed
●● The Bovée & Thill channel on YouTube
●● Business Communication Headline News
●● Videos and PowerPoint presentations on SlideShare
●● Hundreds of infographics, videos, articles, ­podcasts,
and ­PowerPoints on the Business ­Communication
Pictorial Gallery on Pinterest
●● The Ultimate Guide to Resources for Teaching Busi-
ness Communication
●● Curated magazines for business c
­ ommunication on
Scoop.it
Links to all these services and resources can be found
at blog.businesscommunicationnetwork.com/
resources.

Expand your classroom resources with both

curated content and original videos and
presentations.

Bovée and Thill’s Business Communication

Blog offers original insights and teaching
tips to enhance your lectures.
 Preface xxi

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 used it properly, indicatedwhereas Learning
other interns Objective. sometimes left things in a
in mess.6-6. theyyour are a significant measure of accomplishmen
Objective 6: Describe the use of blogging and microblogging hopeless SheWhat askedare lotsthree innovativequestions
of intelligent ways youabout couldthe optimize
college’s website for mobile devices? industry, and congratulating the employees in yo
business communication, and briefly explain how to adapt the
business. You’ve been teaching her blogging and website[LO-1] design C H A P T ER 1 3 Building Caree
three-step process to blogging. 6-7. Can yourthem company stay inMoreover, control ofsheitshas messages whoifcontributed
it to the successful web effort.
principles, and she’s picked up quickly.
Businesses use blogs and microblogs in a variety of ways: always been on time, stays off social media?
professional, and eager Whytoorassist, why not? and [LO-2]
she
CH A P T E R 6 6-8. Crafting Isanother Messages
leveraging person’syour for Digital Channels
perspective
connections onsocial 159 for busi-
this communication challenge Improve Your G
tasks. on networks
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PROPOSAL-WRITING SKILLS/
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nology,Libraries’
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you’d The
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Level 2: Workplace Applications thatbe written by
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employment altogether, some college graduates has heard
create their own about podcasting the visibility butofisn’t sure itretail
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business rights?
training. He asks you to prove the viability of the idea that introduces Slack, defines any key terms users need to
jobs as independent freelancers or as entrepreneurs launching Pricing. The cost is $3,500, plus $100 per student; 3-82.10 Ipercenthave told my supervisor that whomever shares my
3-61.
by recording We are adependent demonstration. on their services for our operation. (such as channels), and lists the most important benefits of
new companies. discount for additional workshops. with me cannot wear perfume, use spray deodora
the system for team and workplace communication. Suppl
3-62. The damaged equipment was returned by the customer other scented products.
Your task: Assemble a team of classmates as your task: With a Other
Yourinstructor teammate, choose a Each
information. process that you
attendee will engage
have the opportunity your research to on the Slack website by reviewing other
before we even located a repair facility.
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yourself—anything for givefrom three replacingpresentations the strings onranging a guitarinto sources as needed.
In these items, indicate thepracticecorrect verb form provided induration from 14/09/2017 3 to 5
local businesses. Identify as many services as you can that are
M03B_BOVE9404_08_SE_C03.indd 85
minutes. Everyone is encouraged to bring PowerPoint Level files 3: Document
con-
17:09
Critique
parentheses.
related to you and your teammates’ colleges majors and career taining slides from actual business presentations.The Eachfollowing
attendee document may contain errors in grammar,
interests, but also include anything you are willing 3-63.
to doEveryone to gen- upstairs (receive, receives) mail before we do.
will also receive a workbook and a digital video recording talization, ofpunctuation,
his abbreviation, number style, word
erate revenue. Next, identify a specific company that 3-64. might Neitherhave theormain her final office class nor the branches
presentation on DVD. (is, are) You’ll also be and available
some opportunities for you. Outline and draft a short proposal blameless. for phone or email coaching for six months after sion, the workshop.
vocabulary. As your instructor indicates, phot
that describes what your team can do forM07_BOVE9404_08_SE_C07.indd this company, how 186 this page and correct all errors using standard proofre
3-65. C&B Sales (is, are) listed in the directory.
the company would benefit from your services, why 3-66.you’re Whenthe measuring Your shelves,task: Identify 7 inchesa (is, company in your local areamarks
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right people for the job, and how much you propose the corrections
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the employees for your (plan, services.
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for your services. Remember that this is an unsolicited proposal, to the company pany by visiting its website so you can personalize your[Subject
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so be sure introduce your proposal accordingly. Using the information listed above, prepare a sales proposal All ---
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Now that our stores have been re-organized with your hard wo
Level 2: Workplace Applications
cooperation, we hope revenues will rise to new heights; if we r
The following items may contain errors in grammar, capitaliza- phasize equipment sales as Stereo City core business and red
tion, punctuation, abbreviation, number style, word division, the visibility of our sideline retail products. Just in case though,

M11_BOVE9404_08_SE_C11.indd 323 19/09/2017 16:37


Table of Contents Overview
Prologue Building a Career with Your Communication
Skills
Part 1 Business Communication Foundations
1: Professional Communication in Today’s
­ igital, Social, Mobile World
D ­concepts of ethics and diversity
2: Collaboration, Interpersonal Communica-
tion, and Business Etiquette
Part 2 The Three-Step Writing Process
3: Planning Business Messages
4: Writing Business Messages
5: Completing Business Messages
Part 3 Brief Business Messages
6: Crafting Messages for Digital Channels
7: Writing Routine and Positive Messages
8: Writing Negative Messages
9: Writing Persuasive Messages
Part 4 Longer Business Messages
10: Understanding and Planning Reports and
Proposals
11: Writing and Completing Reports and
Proposals
12: Developing and Delivering Business
Presentations
Part 5 Employment Messages and Job Interviews
13: Building Careers and Writing Résumés
14: Applying and Interviewing for Employment
Preface xxiii
Learn how this course will help you launch an interesting and rewarding
career
See what it means to communicate as a professional and learn essential
Learn how to work successfully in teams, collaborate on projects, and
improve listening and etiquette
Discover a simple process that helps you write more effectively while
s­ pending less time and energy
Learn how to build credibility and achieve a conversational tone in your
­business writing
Make your writing more compelling with careful revision and produce
­attractive messages in any medium
Adapt what you already know about digital and social media to the chal-
lenges of professional communication
Maintain productive working relationships by writing routine messages
quickly and easily
Learn the secrets of sharing negative information in a thoughtful way
Explore the techniques to make internal messages as well as marketing and
sales messages more persuasive
Simplify the process of writing informational and analytical reports and
business proposals
Create compelling visuals and put the finishing touches on formal reports
and proposals
Develop engaging presentations and conquer the anxieties that every
speaker feels
Succeed with two of the most important documents you’ll ever write—­
application letters and your résumé
Make sure your talent and value shine through as you progress through the
job-search process
Another random document with
no related content on Scribd:
 BRICK HORIZONS

Here the old map a woodland marks,

With rivers winding through the hills;
And prints remain of spacious parks,
And gabled farms and watermills.

But now we see no fields to reap,

No flowers to welcome sun and rain:
The hillside is a cinder heap,
The river is an inky drain.

The modern town of red brick streets,

Row beyond row, and shelf on shelf,
On one side spreads until it meets
A town as dreary as itself;
And on the other side its arms
Of road and tramway are out-thrust,
And mutilate the fields and farms,
And shame the woods with noise and dust.

Here, from the scenes we love remote,

Dwell half the toilers of the land,—
The soul we think of as a vote,
The heart we speak of as a hand.

Dull sons of a mechanic age

Who claim but miss the rights of man,—
They have no dreams beyond their cage,
They know not of the haunts of Pan.

Here, wandering through mills and mines

And dreary streets each like the last,
Enclosed by brick horizon lines,
I found an island of the past.
A few sad fields, a few old trees,
In that new world of grime and smoke
Told me the time was springtime; these
Alone remembered and awoke.

And in the grass were stars and bells,

The immemorial blossomings
That spring to greet us from the wells
Of Beauty at the heart of things.

A lark sang overhead, its note

Had the same joy with which it fills
The morning, when we hear it float
Through crystal air on thymy hills.

We mar the earth, our modern toil

Defaces old and lovely things;
We soil the stream, we cannot soil
The brightness of Life’s fountain springs.

Here where man’s last progressive aim

Has stamped the green earth with the brand
Of want and greed, and put to shame
Her beauty, and we see the land

With mine and factory and street

Deformed, and filled with dreary lives,—
Here, too, Life’s fountain springs are sweet:
Our venture fails, God’s hope survives.

And in the heart of every child

Born in this brick horizon ring
The flowers of wonderland grow wild,
The birds of El Dorado sing.
 FIRST PATHWAYS

Where were the pathways that your childhood knew?—

In mountain glens? or by the ocean strands?
Or where, beyond the ripening harvest land,
The distant hills were blue?

Where evening sunlight threw a golden haze

Over a mellow city’s walls and towers?
Or where the fields and lanes were bright with flowers,
In quiet woodland ways?

And whether here or there, or east or west,

That place you dwelt in first was holy ground;
Its shelter was the kindest you have found,
Its pathways were the best.

And even in the city’s smoke and mire

I doubt not that a golden light was shed
On those first paths, and that they also led
To lands of heart’s desire.

And where the children in dark alleys penned,

Heard the caged lark sing of the April hills,
Or where they dammed the muddy gutter rills,
Or made a dog their friend;
Or where they gathered, dancing hand in hand,
About the organ man, for them, too, lay
Beyond the dismal alley’s entrance way,
The gates of wonderland.

For ’tis my faith that Earth’s first words are sweet

To all her children,—never a rebuff;
And that we only saw, where ways were rough,
The flowers about our feet.
 HIDDEN PATHS

You see a house of weathered stone,

A pillared gate, a courtyard wide,
And ancient trees that almost hide
The garden wild and overgrown;
You see the sheltering screen of pines
Beyond the farmyard and the fold,
And upland cornfields waving gold
Against the blue horizon lines;
But we of every field and wall
And room are now so much a part,
We seem to touch a living heart
And rather feel than see it all.

You pass the broken arch that spanned

The garden walk,—you note the weeds,
But miss our secret path that leads
To hidden nooks of wonderland;
And, where the faded rooms you mark,
You know not of the ancient spell
That o’er them in the firelight fell
When all the world outside was dark.

Elsewhere is your enchanted ground,

Your secret path, your treasure store;
And those who sojourned here before
Saw marvels we have never found.
For Earth is full of hidden ways
More wondrous than the ways it shows,
And treasures that outnumber those
For which men labour all their days.
 THE PATHS OF THE INFINITE

Have we not marked Earth’s limits, followed its long ways round,
Charted our island world, and seen how the measureless deep
Sunders it, holds it remote, that still in our hearts we keep
A faith in a path that links our shores with a shore unfound?

No quest the venturer waits, no world have we to explore;

But still the voices that called us far over the lands and seas
Whisper of stranger countries and lonelier deeps than these,
In the wind on the hill, and the reeds on the lake, and the wave on the shore.

Never beyond our Earth shall the venturer find a guide:

From the golden light of the stars, but not from the stars, a clue
May fall to the Earth; and the rose of eve and the noonday blue
Veil with celestial beauty the fathomless deeps they hide.

They have their bounds those deeps, and the ways that end are long;
But the soul seeks not for an end,—its infinite paths are near;
Over its unknown seas by the light of a dream we steer,
Through its enchanted isles we sail on an ancient song.

Here, where a man and a maid in the dusk of the evening meet,
Here, where a grave is green and the larks are singing above,
The secret of life everlasting is held in a name that we love,
And the paths of the infinite gleam through the flowers that grow at our
feet.
 A DESERTED HOME

Here where the fields lie lonely and untended,

Once stood the old house grey among the trees,
Once to the hills rolled the waves of the cornland—
Long waves and golden, softer than the sea’s.

Long, long ago has the ploughshare rusted,

Long has the barn stood roofless and forlorn;
But oh! far away are some who still remember
The songs of the young girls binding up the corn.

Here where the windows shone across the darkness,

Here where the stars once watched above the fold,
Still watch the stars, but the sheepfold is empty;
Falls now the rain where the hearth glowed of old.

Here where the leagues of melancholy loughsedge

Moan in the wind round the grey forsaken shore,
Once waved the corn in the mid-month of autumn,
Once sped the dance when the corn was on the floor.
 BEYOND THE FARTHEST HORIZON

We have dreamed dreams beyond our comprehending,

Visions too beautiful to be untrue;
We have seen mysteries that yield no clue,
And sought our goals on ways that have no ending.
We, creatures of the earth,
The lowly born, the mortal, the foredoomed
To spend our fleeting moments on the spot
Wherein to-morrow we shall be entombed,
And hideously rot,—
We have seen loveliness that shall not pass;
We have beheld immortal destinies;
We have seen Heaven and Hell and joined their strife;
Ay, we whose flesh shall perish as the grass
Have flung the passion of the heart that dies
Into the hope of everlasting life.

Oh, miracle of human sight!

That leaps beyond our earthly prison bars
To wander in the pathways of the stars
Across the lone abysses of the night.
Oh, miracle of thought! that still outsweeps
Our vision, and beyond its range surveys
The vistas of interminable ways,
The chasms of unfathomable deeps,
Renewed forevermore, until at last
The endless and the ended alike seem
Impossible, and all becomes a dream;
And from their crazy watch-tower in the vast
Those wild-winged thoughts again to earth descend
To hide from the unfathomed and unknown,
And seek the shelter love has made our own
On homely paths that in a graveyard end.
Oh, miracles of sight and thought and dream!
Y d b t l d t f th t
You do but lead us to a farther gate,
A higher window in the prison wall
That bounds our mortal state:
However far you lift us we must fall.
But lo! remains the miracle supreme,—
That we, whom Death and Change have shown our fate,
We, the chance progeny of Earth and Time,
Should ask for more than Earth and Time create,
And, goalless and without the strength to climb,
Should dare to climb where we were born to grope;
That we the lowly could conceive the great,
Dream in our dust of destinies sublime,
And link our moments to immortal hope.

No lesson of the brain can teach the soul

That ’twas not born to share
A nobler purpose, a sublimer care
Than those which end in paths without a goal;
No disenchantment turn it from the quest
Of something unfulfilled and unpossessed
O’er which no waters of oblivion roll.
But not in flight of thought beyond the stars
Can we escape our mortal prison bars:
There the unfathomable depths remain
Blind alleys of the brain:
The sources of those sudden gleams of light
That merge our finite in the infinite,
We look for there in vain;
For not upon the pathways that are barred
But those left open,—not where the unknown quest
Dismays the soul, but where it offers rest,
Are set those lights that point us heavenward.

So, let us turn to the unfinished task

That earth demands, strive for one hour to keep
A watch with God, nor watching fall asleep,
Before immortal destinies we ask.
Before we seek to share
A larger purpose, a sublimer care,
Let us o’ercome the bondage of our fears,
And fit ourselves to bear
The burden of our few and sinful years.
Ere we would claim a right to comprehend
The meaning of the life that has no end
Let us be faithful to our passing hours,
And read their beauty, and that light pursue
Which gives the dawn its rose, the noon its blue,
And tells its secret to the wayside flowers.

Our eyes that roam the heavens are too dim,

Our faithless hearts too cumbered with our cares
To reach that light; but whoso sees and dares
To follow, we must also follow him.
Our heroes have beheld it and our seers,
Who in the darkest hours foretold the dawn.
It flashes on the sword for freedom drawn:
It makes a rainbow of a people’s tears.
The vast, the infinite, no more appal
Him who on homely ways has seen it fall:
He trusts the far, he dowers the unknown
With all the love that Earth has made our own,
And all the beauty that his dreams recall:
For him the loneliest deeps of night it cheers;
It gathers in its fold the countless spheres,
And makes a constant homelight for them all.
 A HALT ON THE WAY

A pause, a halt upon the way!

A time for dreaming and recalling;
We bore the burden of the day,
And now the autumn night is falling.

A halt in life! a little while

In which to be but a beholder,
And think not of the coming mile
And feel not, “I am growing older.”

A stern old man with wrinkled brow,

Urging us on with beckoning finger,
Time seems no longer—rather now
A sweetheart who would make us linger.

Old times are with us,—long ago;

Upon the wall familiar shadows;
We find again the haunts we know,
The pleasant pathways through the meadows.

And as we turn and look ahead,

Seeking beyond for things departed,
And dream of pathways we must tread
In days to come through lands uncharted,

Old faiths still light us on our way,

Old love and laughter, hope and sorrow,—
As evening of the Northern day
Becomes the morning of to-morrow.
 OLD LANDMARKS

The log flames, as they leap and fall,

Cast ancient shadows on the wall;
Again I hear the south-west blow
About the house, as long ago
We heard it, when we gathered round
The hearth made homelier by the sound
That in the chimney caverns keened
And told of things the darkness screened.
Dim in their panels round the room
The old unchanging faces loom;
And soft upon the crimson robe,
The hand that rests upon a globe,
The dusky frames, the faded tints,
The flicker of the hearth-light glints.
Out in the yard familiar tones
Of voices reach me; on the stones
A waggon rumbles, and a bark
Welcomes an inmate from the dark.
It might be twenty years ago,
So much of all we used to know
Remains unchanged; and yet I feel
Some want that makes it half unreal.
For we who long ago were part
Of all we knew, the very heart
Of all we loved, let somewhere slip
The bonds of that old comradeship.
The past awakes; but while I muse
Here in the same old scenes, I lose
The paths to which we once had clues.
Along familiar ways we went
All day, at every turn intent
To mark where Time had made a theft,
Or undisturbed our treasure left.
H ld d d h
Here an old tree was down, and there
A roof had fallen, a hearth was bare,
Where once we saw amid the smoke
The glowing turf, the kindly folk.
Here one we had watched beside the plough
Stride with his horses, hobbled now;
And here there strode a full-grown man
Where once a bare-legged urchin ran.
And where was now that girl whose feet
Once made yon mountain path so sweet?
Whose shyness flushed her cheek, the while
The mischief hidden in her smile
Belied it? I behold the spot
Where once she passed but now is not,
The grey rocks, where the mountain breeze
Fluttered the skirts about her knees.
We passed beside the wheelwright’s door
Where, as it used to be, the floor
Was piled with shavings, and a haze
Of dusty motes made dim the rays
Of sunlight, and the air was sweet
With smell of new-sawn wood and peat.
We heard the smithy anvil clink,
And saw the fire grow bright and sink
In answer to the bellows’ wheeze,
While, as of old, between his knees
The smith a horse’s fetlocks drew,
And rasped the hoof and nailed the shoe.
Here, and at every place of call,
The welcome that we had from all,
The pleasant sound of names outgrown
By which in boyhood we were known,
Quick springing to their lips, a look
That backward to old meetings took
Our thoughts, a word that brought to mind
Something for ever left behind,—
All, though they blessed us, touched the springs
Of tears at the deep heart of things.
O tea s at t e deep ea t o t gs.

We saw the mountains far away,

Beyond whose blue horizons lay
The wonderlands of which we dreamed
Of old; and still their barrier seemed
To tell us of the pilgrim quest,
And things remote and unpossessed,—
Not of that world which on our hearts
Had marked its bounds and graved its charts.
They told us of that unknown shore
That none can find; but where, before,
They called us o’er the world to roam,
They now seemed sheltering walls of home.
And those old paths whose ends we sought
Were dearer for themselves than ought
Their ends foretold: no truth could harm
Their beauty or undo their charm;
No disillusions of the far
Could touch their homeliness, or mar
The love that made them what they are.

Here we were children: here in turn

Our children in the same paths learn
The secrets of the woods and flowers,
And dream the dreams that once were ours.
Their vision keen renews our own,
Their certainties our doubts atone,
And, sharing in their joys, we weave
The years we find with those we leave.
A little weary, glad of rest
Ourselves, our hearts are in their quest.
Pilgrims of life, whose steps have slowed,
We love to linger on the road,
Or reach the welcome stage, while they
Are eager for the unknown way.
Some time to come their thoughts will turn
To these wild winter nights, and yearn
For something lost and left behind
For something lost and left behind,
As now I turn.—I hear the wind
Keen in the chimney as of old,
And darkness falls on field and fold;—
I catch the clue, on scenes that were
I look not backward,—I am there!
The men are gone, the gates are barred,
We steal across the empty yard,
The cattle drowse within their stalls,
The shelter of our homestead walls
Is round us, and the ways without
Are filled with mystery and doubt.
Over the hidden forest sweeps
The wind, and all its haunted deeps
Are calling, and we do not dare
Farther beyond our walls to fare
Than o’er one field, the sheds to gain
Where, sheltered from the wind and rain,
The watchful shepherd and his dogs
Still tarry, and a fire of logs,
A lantern’s light, a friendly bark,
Make us an outpost in the dark.
I miss the way! I drop the clues!
Through mists of years again I lose
My childhood, and alone I sit
And watch the shadows leap and flit
Above the hearth. The world that lies
Beyond our homely boundaries
I know, and in the darkness dwell
No hidden foes, no wizard spell.
But still the starry deeps are crossed
By lonelier paths than those we lost;
Still the old wonder and the fear
Of what we know not, makes more dear
The ways we know; and still, no less
Than in my childhood’s days, I bless
The shelter of their homeliness.

A id th b dl d k
Amid the boundless and unknown
Each calls some guarded spot his own;
A shelter from the vast we win
In homely hearths, and make therein
The glow of light, the sound of mirth,
That bind all children of the earth
In brotherhood; and when the rain
Beats loud upon the window-pane,
And shadows of the firelight fall
Across the floor and on the wall,
And all without is wild and lone
On lands and seas and worlds unknown,—
We know that countless hearthlights burn
In darkened places, and discern,
Inwoven with the troubled plan
Of worlds and ways unknown to man,
The shelter at the heart of life,
The refuge beyond doubt and strife,
The rest for every soul outcast,
The homely hidden in the vast;
And doubt not that whatever fate
May lie beyond us, soon or late,
However far afield we roam,
The unknown way will lead us home.

THE END

Printed by R. & R. Clark, Limited, Edinburgh.

By SIDNEY ROYSE LYSAGHT

Crown 8vo. 4s. 6d. net.
POEMS OF THE UNKNOWN WAY
 ATHENÆUM.—“The series of poems under the general heading, ‘The
Undiscovered Shore,’ contains some exquisite renderings of the moods and
impressions of one who goes down, literally as well as tropically, into the
great waters. They are full of melody, full of sadness—the harvest of an eye
quick to catch the beauty of external circumstance and of an ear open to the
calling of the highways of the seas and the highways of life.... Mr. Lysaght
puts an exceptional sense of rhythm at the service of sincere thinking and
fine feeling.”
DAILY CHRONICLE.—“Mr. Lysaght has an admirable style and an
almost Swinburnian command of metre.”
LITERARY WORLD.—“Here is stuff with the right ring; with an accent
such as this to guide him, the critic cannot fall into a mistake. We have
enjoyed our tour among Mr. Lysaght’s perplexities in no half-hearted
fashion.”
Crown 8vo. 6s.
HER MAJESTY’S REBELS
MORNING POST.—“A most remarkable book, and no one on the look-
out for the best in contemporary fiction can afford to miss it.”
WORLD.—“Rare and charming novel.... The story is intensely
interesting, and every individual is alive and appealing.”
ACADEMY.—“To find fault with Her Majesty’s Rebels is difficult, and to
praise it worthily is not easy; few Irish books of such good parts have come
into our hands since Carleton’s days.”
STANDARD.—“The story is tremendously absorbing and poignant.”
SPECTATOR.—“A very striking story.”
DAILY CHRONICLE.—“An able book, certainly one of the ablest of the
year.”
MACMILLAN AND CO., Ltd., LONDON.

By SIDNEY ROYSE LYSAGHT

Crown 8vo. 3s. 6d. each.
ONE OF THE GRENVILLES
 DAILY TELEGRAPH.—“Bound to be discussed by any one who reads it,
and whatever the verdict of the reader may be, he cannot fail to be
interested and attracted.”
GUARDIAN.—“A really good and absorbing tale.”
ACADEMY.—“There is freshness and distinction about One of the
Grenvilles.... Both for its characters and setting and for its author’s pleasant
wit, this is a novel to read.”
BOOKMAN.—“So high above the average of novels that its readers will
want to urge on the writer a more frequent exercise of his powers.”
THE MARPLOT
SPECTATOR.—“A clever, original, and vigorous work.”
WORLD.—“It is not often the path of the reviewer is brightened by so
admirable a piece of work as Mr. Lysaght’s novel, The Marplot.”
PALL MALL GAZETTE.—“A book which the reader cannot put down
without a glow of honest pleasure.... Of very high excellence.”
SATURDAY REVIEW.—“We do not often come across a better specimen
of modern fiction than The Marplot.”
DAILY TELEGRAPH.—“The whole book teems with good things.”
BOOKMAN.—“There is not a dull page in The Marplot.”
MACMILLAN AND CO., Ltd., LONDON.
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