Stand Out: Business Communication Strategies That Work
Edition: 3
Copyright: 2024
Pages: 454
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Business communication students are curious, insightful, engaged, and conscientious. They deserve educational resources that are thorough, useful, efficient, and fun.
Stand Out: Business Communication Strategies that Work rises to the occasion, providing modern students with a text specifically tailored to their needs, imbued with depth and a sense of urgency that allows them to immediately apply what they learn. Shaped by the feedback of students and their future employers, Stand Out equips students with the workplace-ready skill sets that are most lacking in younger employees today. This text empowers students to use their innate critical thinking skills to tackle the infinitely diverse variety of business communication scenarios they will encounter, rather than limiting them to specific formulas or structures. From cover to cover, Stand Out provides meaningful concepts and exercises to increase professional credibility.
Stand Out: Business Communication Strategies that Work:
- Inspires students to build the skills employers frequently complain they lack: written, oral, and interpersonal communications.
- Includes an online unit of case studies, allowing opportunities for further study and enabling professors to deepen their students’ learning.
- Engages the reader with a humorous tone, providing tips relevant to even the most advanced working professionals.
Preface
UNIT 1: COMMUNICATION FOUNDATIONS
Chapter 1-1: Strategic Business Communication and Standards for Success
Strategy Starts with Your Audience
Reaching Your Audience
Establishing the Purpose of Your Communication
Determining Your Strategic Approach
Skills to Succeed in the Business World
Business Communication Standards
Critical Thinking
Logic and Reasoning
Structural Coherence
Information Design
Error Interference
Application in the Workplace
Chapter 1-2: Preparing for the Job Search
The Right Match
Resumes – a Snapshot
Formatting Tips
Summary
Education
Employment
Cover letters – a Trailer
Compelling Content
Interviews – an Academy Award Winner
Before the Interview
During the Interview
Types of Questions and Structure of Responses
Unit 1 References
UNIT 2: PROFESSIONAL WRITING
Chapter 2-1: Planning Your Message
Preparing to Write
You Are What You Write
Employer Expectations
Business Writing Is Different
How to Begin
Analyzing Your Audience
Identifying and Analyzing Your Audience |
Defining Your Purpose
Setting the Right Tone
Chapter 2-2: Informative Messages
Overview
Prewriting
Structure
Common Organizational Patterns for Informative Messages
Introductions
Conclusions
Body
Chapter 2-3: Communicating to Persuade
Identifying Types of Persuasive Messages
Understanding Audience Responses to Persuasive Appeals
Receptive Audiences
Resistant Audiences
Matching Approach to Potential Audience Response
Using a Direct Persuasive Approach
Direct Persuasive Introduction
Direct Persuasive Body
Direct Persuasive Conclusions
Direct Persuasive Examples
Using an Indirect Persuasive Approach
Introduction
Alignment and Attention
Body
Interest and Information
Direct Benefits and Deflection
Conclusion
Action
Tailoring Your Tone for Persuasive Messages
Avoid Implied Entitlement
Respect Readers’ Autonomy
Maintain an Objective Tone
Make the Ask
Chapter 2-4: Delivering Negative News
Conveying an Unwelcome Message
Types of Bad News Messages
Understanding Audience Reaction to Bad News
Identifying Resistant Audiences
The Two Most Common Responses to a Threat Are Fight or Flight
Writing the Bad News Message
Direct Approach: Delivering Negative News
Introduction
Body
Conclusion
Sample Direct Bad News Message
Indirect Approach: Delivering Negative News
Introduction
Body
Conclusion
Sample Scenario and Indirect Bad News Message
Sample Scenario and Indirect Bad News Message
Tone—Indifference or Empathy; What Do Your Words Convey?
So, What Do You (the Writer) Have to Gain?
Chapter 2-5: Reports
Report Writing
Common Purposes of Business Reports
Reporting Findings
Drawing Conclusions
Making Recommendations
Informal & Formal Reports
Informal Reports
Informal Report Sample Document: Research Summary
Informal Report Sample Document: Strategy Summary
Transmittal Message
Formal Reports
Under Armour Final Communication Plan
Chapter 2-6: Correspondence Messages
Correspondence Messages
Composing Business Correspondence
Thank You Messages
Meeting Invitation
Chapter 2-7: Document Design
Maximum Effectiveness, Minimum Effort
Margins
Paragraphs
Words
Not Words
All Right, Break It Up
Section Headings/Subheadings
Bullets and Outline Lists
Unit 2 References
UNIT 3: GRAMMAR
Chapter 3-1: Understanding Grammar
A Word about Concision
Grammar
The Basics: Nouns and Verbs
Principle #1: Use Active Verbs
Principle #2: Use Concrete Nouns
Principle #3 Avoid There Is/There Are & It Is/It Was
Principle #4: Avoid Why/How, the Reason for, Due to the Fact That
Principle #5: Watch Out for Misplaced and Dangling Modifiers
Principle #6: Keep Structures Parallel
Chapter 3-2: Understanding Punctuation
Punctuation
Credibility Errors
Sentence Structure
Four Ways of Combining Sentences
Way #1: Use Simple Sentences
Way #2: Commas after Introductory Phrases and Clauses
Way #3: Use Coordinating Conjunctions and Commas in Compound Sentences
Choosing Compound or Complex Sentence Structures
Way #4: Using Semicolons; Comma’s Snobby Cousin
Colons: The Real Story
Putting It All Together
Chapter 3-3: Sample Messages
Email
Letter
Memo
Industry Report
Direct Informational Memos with APA Citations
Annotated Bibliography
Unit 3 References
UNIT 4: TEAM AND INTERPERSONAL COMMUNICATION
Chapter 4-1: Understanding the Power of a Professional Persona
Why Does This Matter?
What Does Warren Buffet Know?
How Will This Help Me at Work?
How Can I Apply New Strategies?
Intrapersonal and Interpersonal Communication
How Do We Communicate? Elements of the Transactional Model of Communication
Understanding Self-Presentation
Putting Theory into Practice
Factoring Relationships into Communication
Communication Accommodation Theory
Don’t Be a Jerk: Practice Empathy
Harnessing Active Listening Skills
Chapter 4-2: Navigating Workplace Culture
Positive Workplace Cultures
Shared Purpose
Clear Expectations
Accountability Measures
Respect
Assessing Workplace Culture
Communicating
Evaluating
Persuading
Leading
Deciding
Trusting
Disagreeing
Scheduling
Summary
Chapter 4-3: Connect, Collaborate, and Engage
Managing Team Meetings and Group Communication
Mastering Small Group Communication
Having High Stakes Conversations
Chapter 4-4: Addressing Team Pitfalls and Conflicts
Avoiding Group Communication Pitfalls
Addressing Social Loafing
Preventing Groupthink
Recognizing the Roles People Play
Managing Conflict
Are Your Teammates Buying What You’re Selling?
Achieving Conflict Resolution
Analytical Conflicts
Task-Related Conflicts
Power Struggle Conflicts
Interpersonal Conflicts
Work Your A’s to Resolve Conflict
Resolving Conflict in the Moment
Don’t Get Hot Under the Collar: Reframe!
Nonverbal Body Language: What Are You Really Saying?
Listen. No, Seriously...
Best Practices for Teams
Unit 4 References
UNIT 5: PROFESSIONAL PRESENTATIONS
Chapter 5-1: The Power of Presentations
What to Know Before You Go
Formal Presentation
Consultative Presentation
Setting the Stage
Table Talk Discussion/Briefing
Speech
Press Conference
Town Hall
Chapter 5-2: What’s the Plan?
What Does Your Audience Need? Moving from Thinking to Doing
Working Case: The Company Slow to Learn, Inc. (CSL)
What REALLY Is the Problem? Find the 5th Why
Steal Some Thunder!
Is This Relevant? Cull Your Data
The Most Common Error: The Data Dump
Move Your Audience: Structure Their Learning
What’s Your Story?
Use Your Story as a Framing Device
Make It Memorable: How Sticky Are You?
Pulling It Together
Chapter 5-3: You Are the Presentation
Verbal & Vocal Delivery
Language Articulation
Paralanguage
Inflection and Tone
Volume
Pace
Common Disruptive Errors
Physical Delivery
Looking the Part
Approaching the Stage
Positioning Yourself for Success
Push Out the Jive, Bring in the Love
Using Gestures
A Word on Self-Touch
Negotiating Presentation Aids
Perfecting Your Game Face
Eye Contact
Engaging Your Audience
Charisma and Authenticity
“Hey You There”—Addressing Specific Audience Members and Asking Questions
Managing Public Speaking Anxiety: Feeling the Burn
Letting Your Passion Shine Through
Presenting in Teams
Planning as a Team
Rehearsing as a Team
Delivering a Team Presentation
Chapter 5-4: Driving Discussion, the Art of Q&A
Rethinking Q&A: How to Turn Questions into Opportunities
The Genesis of Q&A: Why Do People Ask Questions?
Getting at the Root of the Question
Active Listening
Anticipating Types of Questions
Four Basic Types of Questions
How to Handle Each Type of Question
Remembering That Presentations Are Conversations
Aligning for Q&A Success
Anticipating Specific Questions
Plan Your Speakers and Transitions (Avoid the Dog Pile)
Making Q&A Work for You
Q&A Has Benefits
Q&A Is More Time to Present
Q&A Builds Your Credibility
Q&A Reduces Anxiety
Chapter 5-5: Presentation Aids and Visual Design 287 Support, Don’t Distract
Presentation ≠ Lecture
We Eat First with the Eyes
Keep It Simple Stu…dents
Signs, Signs, Everywhere A Sign: Semiotics as Communication|
Quantitative Data Visualizations
Pie Charts
Bar Charts
Column and Line Charts
Scatter Plots
Qualitative Data Visualization
The Golden Mean
The Rule of Thirds
A Picture Is Worth a Thousand Words
Fonts, Colors, and Layout
Serif’s Up: Typefaces for Every Occasion
Color Me Impressed: Basic Color Theory and Common Color Systems
Don’t Be Basic: No-Limits Layouts
A Load of CRAP
Contrast
Repetition
Alignment
Proximity
Animations and Transitions
You’re Out of Order!
Say Cheese!
One-Click Navigation
Presentation Trackers
Index Slides
Preventing “Gotcha” with Hidden Slides
Check Your Deck
Conclusion
Unit 5 References
UNIT 6: ADVANCED STRATEGIC COMMUNICATION
Chapter 6-1: Stakeholder Analysis
Stakeholder Analysis Four Step Process
Step 1: Identify Stakeholders
Step 2: Understand Stakeholders
Step 3: Prioritize Stakeholders
Step 4: Plan Communication with Stakeholders
Stakeholder Analysis Practice & Application
Summary
Chapter 6-2: Client Communication
What Is a Client?
What Is a Consultant?
Types of Consultants
Strategy/Management Consultants
Financial Advisory Consultants
Information Technology (IT) Consultants
Human Resources (HR) Consultants
The Consulting Process
1. Initial Client Research
2. Needs-Assessment Meeting
3. Establishing the Project Scope
4. Creating a Project Plan
5. Project Progress Updates
6. Presenting the Final Deliverable
7. Implementation
Example Consulting Deliverables
Example Initial Client Research
Example Project Scope
Example Project Plan
Example Project Update
Example Executive Summary for Final Deliverable
Chapter 6-3: Crafting Stories That Create Connection
What’s Your Story?
Basic Story Structures
The Science to Support Storytelling in Business
Overcoming the Monster
The Quest
Voyage and Return
Comedy
Tragedy
Rebirth
Rags to Riches
Summary
Unit 6 References
UNIT 7: INTERCULTURAL COMMUNICATION: GLOBAL BUSINESS INSIGHTS AND STRATEGIES
Chapter 7-1: The Global Challenge: Why Companies Succeed or Fail Overseas
Motivations for International Expansion
Company Preparedness
Legal and Political Requirements
Openness to and Restrictions on Foreign Investments
So, What Should a Company Do with This Knowledge?
Business Organizational Structures
Five Dimensions of Culture
Cultural Insights and Considerations
An Illustrative Business Scenario
Sri Lanka
The United States
The Situation
Business and Negotiation Practices
Preparation
Team Selection
Relationship Building
Opening Talks
Discussions
Agreement
Global Business Etiquette
Greetings
Business Card Exchange
Superstitions and Taboos—No, Not Tattoos, Taboos!
Gift Giving and Bribery
Chapter 7-2: Increasing Your Intercultural IQ
Social Contexts: High- & Low-Context Cultures
High-Context Cultures
Low-Context Cultures
Understanding Intercultural Language Issues
Forms of Verbal Interaction
Written Communication Insights
Non-Verbal Communication Issues
Proxemics
Oculesics
Kinesics
Unit 7 References
UNIT 8: MASTERING VIRTUAL COMMUNICATION
Chapter 8-1: Welcome to the Virtual World 381 What Is Virtual Communication?
Why Do Companies Use Virtual Teams?
How Are Communication and Collaboration Different in a Virtual Environment?
The Difference Is Distance
Understanding Virtual Distance
Physical Distance
Operational Distance
Affinity Distance
Chapter 8-2: Writing for Screens
Email Isn’t Going Away. Get Good At It
You Are What You Write. Be Clear, Concise, and Compelling
Say What Needs to Be Said, but No More (TL;DR)
Use Language That Everyone On Your Team Understands
Beware of Unintended Audiences. You Don’t Want Your Message to Go Viral
Don’t Hide Behind Your Email. Know When Not to Write
When in Doubt, Write for Small Screens
Chapter 8-3: Presenting through Screens
Preparing to Present: Understanding the Technology
Learn to Troubleshoot
Show Up Early
Design for Small Screens
Remember Your Limits
Don’t Assume You Have Your Audience’s Full Attention (But Give Them Yours)
Chapter 8-4: Collaborating through Screens
How Virtual Is Your Team?
Making Virtual Teams Work
Find the Right People
Inspirational Leaders
Bicultural People
Establish Clear Roles and Effective Processes
Looking Ahead: Excelling on Virtual Teams
Unit 8 References
Cherilyn Boyer specializes in teaching Business Communication, Intercultural Competency, and English as a Second Language. She has taught at the University of Arizona since 1989, serving international and domestic students at both the graduate and undergraduate levels. She has presented on teaching methodology at conferences in both the U.S. and five foreign countries.
Cheryl Brodersen is a long-time college lecturer with an M.A. in Linguistics, and is a doctoral candidate in Higher Education. Her academic interests include grammar, pedagogy, writing instruction, learning disabilities, and collaborative learning. Through extensive experiences teaching abroad, she is an expert in English as a Second Language and English as a Foreign Language pedagogy.
Mikel Chertudi has a strong foundation in start-up business development, international business, cross-cultural communication, and strategic marketing. He draws from this experience to help students achieve their goals and succeed in the workplace.
Caitlin Hills has worked in Washington, D.C. for fifteen years as an advisor to a U.S. Senator and legislative director for several non-profit organizations. She has been an instructor of effective communication at the University of Arizona since 2015.
Michael Mandel spent much of his career in nonprofit senior-level communication and management positions. Since 2005, Mr. Mandel has also been the principle of Mandel Management Solutions, specializing in communication and management strategies for nonprofits and small businesses. Armed with an MBA, he jumped to academia in 2013, focusing on the practical applications of management and communication concepts. His pedagogy includes national conferences and trainings, domestic and international undergraduate classes, and MBA courses. He served as executive editor for this text.
Kim Marchesseault brings a wealth of experience from both the public and private sectors. An award winning teacher, Kim’s training and focus are on experiential learning in the classroom, preparing students for the professional world by guiding them through live consulting projects. Kim is committed to hands on learning and positive community impact.
Marisa Michaels is a communication specialist and serves as the Associate Director of the Business Communications Program at the Eller College of Management. Marisa has over 15 years of consulting and teaching experience. Prior to joining the University of Arizona, she served an Adjunct Professor of Communication Studies at University of San Francisco, and Partner in The Tangerine Group, a boutique consulting firm serving the San Francisco Bay Area. Marisa holds a B.A. and Ed.D. in Communication and Organization from the University of San Francisco and an M.A. in Communication from San Francisco State University.
Diza Sauers is the Director of the Business Communication Program at Eller College of Management. As a Professor of Practice, she oversees the core design and delivery of communication curriculum for all platforms the college offers: Executive Education, MBA, Undergraduate, and Online. The recipient of multiple teaching awards and research grants, Diza is also a published author in a variety of disciplines.