Accuracy, Brevity, Clarity (ABCs) of writing
apostrophes misusage, 70–71
capitalization errors, 73–74
dangling and misplaced modifiers, 75–76
flabby expressions, 77–78
hyphen usage, 72
long lead-ins, 78
number usage, 73
passive voice usage, 76–77
pronoun usage, 77
redundant expression, 78–79
semicolons and commas, 74–75
subject–verb agreement, 71–72
supplementary resources, 69–70
Analogy, 106
Authority principle, 90
Business communication
breakdown, 25–26
content message, 22
credibility, 27–28
decoding barriers
attributional biases, 40
cognitive schemas, 39–40
information overload, 40–41
listening, 41–43
selective perception process, 41
definition, 31
effective communicator, 24–25, 29–30
effective meeting, 18–19
e-mail usage
bulleted and numbered lists, 19–20
“cc” and “bcc” overusage, 20
message sending time, 20
short actionable subject lines, 19
top-of-screen test, 19, 20
encoding barriers
biases and stereotypes, 38–39
emotional interference, 36–38
expertise, 34–36
inability to take perspective, 33–34
lack of communication skills, 39
lack of knowledge, 34
limited emotional intelligence, 38
gender, 49
nonverbal communication, 22–24
“one cannot not communicate” rule, 21
organizational cultures, 47–48
permanency secret, 26–27
process model, 31–32
pseudo-spontaneous, 12, 13
relational message, 22
relationships
interconnectedness, 15
interdependence, 13–14
professional relationships, 15
selective perception process, 17
short messages, 28–29
skills and career
CareerBuilder study, 7
finance job skills, 7
Hart Research Associates study, 6
NACE survey, 6–7
workplace professionalism, 8–9
written and oral communication skills, 7–8
social cultures
behavior adjustment, 47
high- and low-context culture, 47
individualism-collectivism, 46
power distance, 46
time orientation, 46
social scripts, 13
spontaneous communication, 12, 13
symbolic communication, 12, 13
transmitting barriers
channel selection, 44–45
serial communication chains, 43–44
writing and speaking
business writing, 3, 4
compositional writing, 2, 4
one-size-fits-all communication, 4
professional writing, 2
public speaking, 5
writing essays and reports, 4–5
Business messages
negative message
advocated approach, 86
budget memo, 87
indirect approach, 85–86
sample, 86
persuasive messages
credibility and likeability, 88–90
influence principles, 90–91
positive messages, 82–85
routine messages
direct approach, 81
memo, 82
sample message, 81–82
Business presentations
audience’s attention capturing
captivating video show, 103
direct experience, 104
emotional story telling, 103
humor usage, 103
novel statistics sharing, 102
repetition of supporting points, 104–105
rhetorical question, 103
serious problem describing, 103
strategic decisions, 104
WIIFM question, 103
closing signal, 107–108
delivering skills
authentic delivery style, 109–110
dressing, 113
extemporaneous speaking style, 111–112
movement, 112–113
practicing, 113–114
speaking voice, 112
vocal variation, 112
vulnerable delivery style, 110–111
delivery style, 106
effective imagery, 105–106
introductions, 101–102
logical arguments, 105
multimedia slide design
Default PowerPoint slide, 116
emotional response, 117–118
“good” slide, 120–121
high-quality pictures and images, 117
planning analog, 116–117
poor slides, 118
PowerPoint, 115
“virtuous” slide, 120–121
role of emotion, 105
union presenter, 108
virtuous presenter (see Virtuous presenter)
“world-changing” attitude, 100–101
Capitalization errors, 73–74
CareerBuilder study, 7
Commas, 74–75
Commitment principle, 91
Consistency principle, 91
Content placement, writing process
approach clarification, 58
CCSU writing guide, 57
direct approach, 58–59
indirect approach, 59–60
for memory, 60–61
scrutinization, 58
Credibility, 27–28
Dangling and misplaced modifiers, 75–76
E-mail usage
bulleted and numbered lists, 19–20
“cc” and “bcc” over usage, 20
message sending time, 20
short actionable subject lines, 19
top-of-screen test, 19, 20
Flabby expressions, 77–78
Fortitude
communications skills, 95–96
fear of public speaking, 94–95
prepared statements/multimedia slides, 96–97
“safe” behavior, 96
HBR Guide to Better Business Writing, 69
Hurt Feelings Report, 27
Hyphen usage, 72
Justice, 97–98
Liking principle, 90
London Interbank Borrowed Rate (LIBOR) interest rate, 27–28
Long lead-ins, 78
Media richness model, 44–45
Metaphor, 106
Multimedia slide design
Default PowerPoint slide, 116
emotional response, 117–118
“good” slide, 120–121
high-quality pictures and images, 117
planning analog, 116–117
poor slides, 118
PowerPoint, 115
“virtuous” slide, 120–121
National Association of Colleges and Employers (NACE), 6
Negative message
advocated approach, 86
budget memo, 87
indirect approach, 85–86
sample, 86
Number usage, 73
Organizational cultures, 47–48
Passive voice usage, 76–77
Personal anecdote, 106
Persuasive messages
credibility and likeability, 88–90
influence principles, 90–91
Pew Internet & American Life Project, 26
Positive messages, 82–85
Pronoun usage, 77
Prudence, 97
Pseudo-spontaneous communication, 12, 13
Purdue Online Writing Lab (OWL), 70
Reciprocity principle, 91
Redundant expression, 78–79
Relationship building
interconnectedness, 15
interdependence, 13–14
professional relationships, 15
pseudo-spontaneous communication, 12, 13
spontaneous communication, 12, 13
symbolic communication, 12
Routine messages
direct approach, 81
memo, 82
sample message, 81–82
Scarcity principle, 91
Semicolons, 74–75
Simile, 106
Social cultures
behavior adjustment, 47
high- and low-context culture, 47
individualism-collectivism, 46
power distance, 46
time orientation, 46
Social proof, 91
Spontaneous communication, 12, 13
Subject–verb agreement, 71–72
Symbolic communication, 12
Temperance, 98–100
Virtuous presenter
fortitude
communications skills, 95–96
fear of public speaking, 94–95
prepared statements/multimedia slides, 96–97
“safe” behavior, 96
justice, 97–98
prudence, 97
temperance, 98–100
Wisconsin University-Madison Writing Center, 70
Word processing programs, 68
Writing process
ABCs of writing
apostrophes misusage, 70–71
capitalization errors, 73–74
dangling and misplaced modifiers, 75–76
flabby expressions, 77–78
hyphen usage, 72
long lead-ins, 78
number usage, 73
passive voice usage, 76–77
pronoun usage, 77
redundant expression, 78–79
semicolons and commas, 74–75
subject–verb agreement, 71–72
supplementary resources, 69–70
audience, 56–57
content placement
approach clarification, 58
CCSU writing guide, 57
direct approach, 58–59
indirect approach, 59–60
for memory, 60–61
scrutinization, 58
mission statement, 52
proofreading and revising
feeling, 66–67
filling, 65–66
filth, 67–69
format, 64–65
purpose statement, 52–56