1. Robert AndersonChristine ColletRobert Manes Renatta Calloway Josiah FlanniganPierce College - Business 250Professor WarrenJune 11, 2012

2. CHAPTER 1 - EFFECTIVE AND ETHICALCOMMUNICATION AT WORK Consider recipient Put concepts into orderMastering Produce an interactive barriers to atmosphere Reform and revamp interaction organization structure Educate and encourage loyalty 3. CHAPTER 2 - PROFESSIONALISM: TEAM MEETING,LISTENING, NONVERBAL, AND ETIQUETTE SKILLS Take time to hear Handling EmpathizeKeep your association intactTeam Seek similar goals Create avenues to resolve the Disputes difficulty Collaborate 4. CHAPTER 3 - INTERCULTURAL COMMUNICATION Research cultural information Celebrate diversityInteracting Change your view onWith Other similarityUnderstand your own Culturesbeliefs and origin Dont presume anythingFind common ground 5. CHAPTER 4 - PLANNING BUSINESS MESSAGES Purposeful Understanding Persuasivethe Writing EconomicalProcess Audience Oriented 6. CHAPTER 5 - WRITING BUSINESS MESSAGES Three Steps to SuccessResearchOrganizeCompose 7. CHAPTER 6 - REVISING BUSINESS MESSAGES Improving the Content and Sentence Structure of Your MessageDesigningRevising for Revising for theProofreadingconcisenessclarityDocument 8. CHAPTER 7 - ELECTRONIC MESSAGES AND DIGITALMEDIACommunicatingwith electronicMessages and digital MediaCommunicate Read, send, delete, Create messagesefficiently andand/ or print the using multipleeffectively.message.devices 9. CHAPTER 8 - POSITIVE MESSAGES Think of the opening and closing first. Turn commands into questions.RoutineRequest and Include a thank you message and an Response action request. messages 10. CHAPTER 9 - NEGATIVE MESSAGESNegative News Strategies Direct Strategy State the problem up front. Use when message will not be damaging. Use when firmness is necessary. Indirect Strategy Give reasons first (buffer). Explain the negative message. Use to avoid surprise. 11. CHAPTER 10 - PERSUASIVE AND SALES MESSAGES The use of verbal or written discussion to influence anindividuals actions or opinions. The ability to present your information to the target audience soWhat is they will recognize the benefits of your argument.Persuasion? Largely depends on your credibility and your ability to make theoffer sound attractive to the target audience. Persuasion is NOT coercion or trickery. Establish credibility - to persuade a group of people you mustEffective establish trust first. Tie the facts to the benefits - gather solid information to support Persuasion your claim. techniques Expect and overcome resistance - know the weakness in yourargument and be prepared to counter with well supported facts. 12. CHAPTER 11 - REPORT AND RESEARCH BASICS Two Types of Business Reports Analyzing the Problem and Purpose In informational reports, the writers The number one point of any type ofsimply record the statistics and factsreport is to understand the problem, orbut do not include their opinions about the main purpose of the report.the facts stated in the report. Problem statements can help the report In analytical reports, the writers also writer fully understand the maingather statistics and facts; however, objective of the report, whether or notthey also include their opinions in the the report is analytical or anreport while attempting to persuade a informational report.reader to act or respond a certain way. Scope and limitation statements candefine what issues will be investigated.Also, scope and limitation statementshelp the audience better understandwhich problem or problems will beconsidered in the report. 13. CHAPTER 12 - INFORMAL BUSINESS REPORTS Keep it short Organize informationPreparingfor direct delivery Include reaction to data Informal Compose and present data logicallyBusiness Discuss significance during data analysis Reports Behave ethically and deliver nonbiased opinions 14. CHAPTER 13 - PROPOSALS, BUSINESS PLANS, ANDFORMAL BUSINESS REPORTSUnderstanding Business Proposals, Plans, and Formal ReportsProposals RFP Letter of Transmittal Abstract SummaryBusiness Plan Small business plan www.sba.gov Financial analysisFormal Business Reports List of figures Executive Summary 15. CHAPTER 14 - BUSINESS PRESENTATIONSCreating Effective Business Presentations Nonverbal Messages Professional Look Move Around Knowing your audience Friendly vs. Hostile Uninterested and Neutral During the presentation Controlling the material Confidence