Communicating at Work: Creating Messages that Get Results

Communicating at Work:Creating Messages that Get Results is a comprehensive guide to both written and oral business communication. It includes the latest information on communicating in the electronic office and on interpersonal communication skills, as well as solid coverage of email, letters, reports, and memos. The great strength of this text is the extensive and well thought-out section of chapter-end exercises. As well, Blicq's use of the famous “pyramid approach” provides a straightforward and easily grasped model of effective communication for students to put to work.

Table of Contents:
Preface. I. TAKING A BUSINESS-LIKE APPROACH TO COMMUNICATION. 1. The Importance of Clear, Concise Communication. The Effects of Poor Communication. The Costs of Poor Communication. The Communication Circuit. Meeting the Receiver’s Needs. 2. Getting Off to a Fast Start. Focusing the Message. Writing the First Words. Identifying the Details. Developing an Outline. Writing the Whole Document. Revising Your Own Words. II. WRITING BUSINESS CORRESPONDENCE. 3. Informative Letters and Memorandums. Planning Informative Letters. Confirming a Contract or Arrangement. Saying “Thank You” Writing an Instruction Letter. Conveying Information. Writing a Personal Reference. Writing a Transmittal Letter. 4. Persuasive Letters and Memorandums. Writing a Request. Writing a Suggestion. Writing a Complaint or Claim. Responding to a Complaint. Writing Sales Letters. III. WRITING BUSINESS REPORTS AND PROPOSALS. 5. Electronic Mail (Email) Writing Effective Email. Using Email More Efficiently. Alternative Ways to Communicate Information. 6. Informal and Semiformal Business Reports. Incident Report. Job Progress Report. Job Completion Report. Travel Report. Conference Report. Problem Investigation Report. 7. Semiformal Business Reports. Proposals Offering a Single Solution or Plan. Example of a Single-Solution Proposal. Proposals Offering Alternative Solutions or Plans. 8. The Formal Report. The Report’s Parts. Sample Formal Report. An Alternative Format for a Formal Report. IV. PRESENTING YOURSELF WELL. 9. The Shape of Business Letters and Reports. Full Block and Modified Block Letters. Interoffice Memorandums. Fax Messages. Electronic Mail. Semiformal Paper or Report. The Words Within. 10. Illustrating Business Reports. Computer-Designed Graphs and Charts. Graphs. Pie Charts. Bar Charts. Tables. Other Illustrations. Positioning Illustrations. Illustrations for an Oral Presentation. 11. Speaking Before a Business Audience. Making a Formal Presentation. Making an Informal Presentation. Using Voice Mail. Communicating with One Person. 12. Presenting Yourself to a Prospective Employer. The Traditional Resume. The Focused Resume. The Functional Resume. The Electronic Resume. The Letter of Application. The Job Interview. Post-Interview Letters. V. GETTING YOUR WORDS ONTO PAPER. 13. Writing Businesslike Language. Words, Words, and More Words. Write Strong Sentences. Construct Coherent Paragraphs. Additional Factors to Consider. 14. The Personal Aspects of Business Writing. Designing Information for Maximum Effect. Writing Non-Gender-Specific Language. Communicating with an International Audience. Glossary of Business Usage. Index.