具体描述
今日商务沟通
本书是一本关于商务通基础知识的大全，更是一本很好的商务沟通方面的
教材。它涵盖了所有商务沟通的基本原则和技巧，对各种商务文件的写作以及口
头沟通的要领也有详尽的阐述。更主要的，本书还论述了伦理道德、文化差异、
法律以及技术进步等对商务沟通的影响。全书包含的内容之广讨论之详细、为
学生提供的练习定，都是同类书中不多见的。全书具有如下特点：
.采用实例：每章都以介绍公司沟通专家的工作开始，以他们成功的实例，
启发读者认识掌握这些技巧的现实意义。它们是连接全章内容和现实商务沟
通的纽带。
.采用真实商务文件：所引用的商务文件大多是作者在咨询工作中收集的实
际使用过的文件，因而十分真实，具有说服力。作者对这些文件作了详尽
评论，帮助读者运用所学知识，评价商务文件的优劣，从而真正学会构思
和创作商务文件。
.提供了180个练习题和设计了154个案例，为学生提供了充分实践的机会。
本书在内容上还充分反映了近年来信息技术的快速发展给商务沟通带来的影
响，描述了正确使用e－mail进行商务沟通和通过Internet查找信息的方法。
本书还列举了各种商务文件的格式，对商务文件中常见的术语以及编写参考
文献的格式作了解释。
附录中有基本的英语语法和商务沟通中易用错、易混淆、易拼错的单词
词汇表。
本书可用作各大专院校本科生、研究生商务沟通课程的教材，也是从事涉外
业务的公司职员必备的参考书。
《职场生存法则：从默默无闻到独当一面》 精装版 508页 出版社：世纪博文 ISBN：978-7-5555-8888-8 定价：RMB 128.00 --- 书籍简介 在竞争日益白热化的现代职场，单纯的专业技能已不足以保证长久的职业发展。每一个渴望晋升、追求卓越的职场人，都需要一套行之有效的生存与发展策略。《职场生存法则：从默默无闻到独当一面》正是这样一本深入骨髓的职场实战指南，它旨在揭示那些资深高管和成功人士早已掌握，却鲜少公之于众的职场底层逻辑和进阶心法。 本书摒弃了空泛的理论说教，完全聚焦于可操作性的方法论和真实案例的深度剖析。它不是教你如何写一份漂亮的PPT，而是教你如何在高压决策中，凭借清晰的思路和精准的表达，赢得关键人物的信任；它不是教你如何处理即时的冲突，而是教你如何构建一个稳固的、能够抵御未来风险的职业护城河。 全书共分为“基础认知重塑”、“核心技能精进”、“人际网络构建”、“危机应对与逆袭”四大模块，层层递进，系统地指导读者完成从“螺丝钉”到“核心驱动力”的转变。 --- 第一部分：基础认知重塑——重新定义你的工作观 很多人在职场中感到迷茫和疲惫，往往源于对工作本质的错误认知。本部分将彻底颠覆你对“努力工作”的传统理解。 第一章：效率的悖论与价值的衡量 你是否常常加班到深夜，却感觉成果寥寥？本书开篇即指出，职场衡量标准的核心是“可量化的价值产出”，而非“投入的时间成本”。我们将深入探讨“二八法则”在职场任务分配中的应用，教你如何识别并聚焦于那些真正能驱动业绩增长的“高价值任务”（High-Leverage Tasks）。书中详细介绍了如何运用“影响力矩阵”来评估当前工作任务的战略重要性，确保你的每一次行动都精准地对准组织的战略目标。我们分析了多个案例，展示了如何通过优化工作流程，将原本需要一周完成的工作压缩至两天，从而释放出更多用于自我提升和战略规划的时间。 第二章：隐形的职业地平线——规划你的十年蓝图 大多数职场人活在“季度目标”的短期循环中，缺乏对自身职业生涯的宏观掌控力。本章引导读者跳出日常琐事，审视自己的“职业地平线”。我们将探讨“技能复利效应”：哪些技能的积累在未来五年内会带来指数级回报？本书提供了“职业锚点分析法”，帮助读者清晰界定自己的核心竞争力所在，并据此制定出涵盖知识、人脉和资本积累的十年期行动计划。其中特别强调了“T型人才”的升级版——“π型人才”的培养路径，即在保持专业深度的同时，拓宽两到三个跨界领域的知识广度。 第三章：主动性文化与责任的边界 职场中，抱怨和推诿是消耗职业能量的黑洞。本章聚焦于构建“主动负责”的思维模式。我们深入剖析了“责任真空”现象——即任务无人负责时，资深员工应如何介入，而非袖手旁观。书中详细阐述了“向上管理”的本质是“主动提供解决方案”，而不是被动等待指令。通过对优秀管理者访谈的整理，本书提供了“三明治反馈法”和“预警机制”的建立范本，确保你在承担责任的同时，能够有效管理你的上级预期。 --- 第二部分：核心技能精进——掌握职场生存的硬指标 进入中高层职位，沟通、谈判和决策能力成为决定性的瓶颈。本部分提供了超越基础工具使用层面的深度技巧。 第四章：精准表达的艺术：从口感到影响力 清晰的表达并非仅仅是逻辑严密，更在于对听众的深刻洞察。本章不再讨论如何使用术语，而是聚焦于“信息降维”和“情绪锚定”。我们介绍了“金字塔原则”在口头汇报中的应用技巧，特别是如何设计一个能立刻抓住高层注意力的“开场钩子”。书中独创了“异议预判与免疫系统构建”，教你如何在陈述观点前，主动引入潜在的反驳点并提供破解方案，使你的提议在被提出时，就已经具备了强大的免疫力。 第五章：谈判策略的心理博弈 谈判是职场中获取资源的常态化行为，无论涉及薪资、项目资源还是合作条款。本章深度解析了哈佛谈判项目的核心思想，并结合本土文化背景进行了本土化改编。我们详细拆解了“BATNA”（最佳替代方案）的构建过程，强调了信息收集和需求深挖的重要性。书中列举了多个复杂的多方谈判案例，演示了如何通过设定“非对称性让步”和运用“框架效应”，在维护长期关系的同时，实现自身利益的最大化。 第六章：数据叙事的力量：让数字为你的观点代言 在数据爆炸的时代，数据本身不再稀缺，稀缺的是能够将数据转化为商业洞察的能力。本章强调“数据故事化”的叙事技巧。我们教授的不是如何制作图表，而是如何选择最能烘托你核心论点的“关键指标集”，以及如何设计数据流，引导听众自然而然地得出你想要的结论。书中提供了“反向数据验证法”，教你如何快速识别报告中可能存在的统计偏差或误导性陈述，确保你输出的每一份分析报告都具备不可撼动的可靠性。 --- 第三部分：人际网络构建——建立你的支持系统 职场不是单打独斗的战场，而是复杂的生态系统。本部分教授如何进行“战略性人脉投资”。 第七章：跨部门协作的权力地图 很多优秀的项目受阻于部门间的壁垒。本章的核心在于理解组织内部的“非正式权力结构”。我们将教你如何绘制一份详尽的“部门利益图谱”，识别出哪些部门是“合作驱动者”，哪些是“阻力制造者”。书中提供了一套“利益绑定模型”，指导你如何通过跨部门的互惠机制（非金钱交换），为自己的项目争取到必要的资源支持，实现“借力打力”。 第八章：导师、赞助人与盟友的区分 仅仅认识人是不够的，你需要建立不同层级和功能的职业伙伴关系。本章清晰界定了“导师”（提供建议）、“赞助人”（提供机会）和“盟友”（共同协作）的角色差异。我们指导读者如何精准地识别并争取到“赞助人”——那些愿意在关键时刻为你背书、为你争取晋升席位的高层领导。书中提供了“赞助人价值提炼法”，帮助你设计出清晰的“价值提案”，让高层乐于为你投资。 第九章：高效会议的领导力：掌控节奏，聚焦产出 会议是职场资源消耗的重灾区。本章旨在将会议从“信息同步会”彻底转化为“决策执行会”。我们将介绍“会议议程的倒推法”，确保每一个环节都有明确的产出目标。重点讲解了如何处理“跑题的发言者”和“沉默的参与者”，通过结构化引导，确保会议高效地达成预定目标，并明确后续行动的责任人与时间点。 --- 第四部分：危机应对与逆袭——驾驭不确定性 职业生涯中，危机与转折是常态。本部分为你提供在逆境中实现反弹的实战策略。 第十章：高压下的情绪锚定与心理韧性 在危机时刻，领导者的情绪稳定性直接影响团队的士气。本章从神经科学角度解析压力反应，并提供了一套成熟的“情绪隔离舱”技术，帮助你在面对突发负面事件时，仍能保持冷静的分析能力。书中详细介绍了“压力情景预演法”，提前模拟最坏情况，从而在真正危机来临时，能够从容地执行既定预案，而非陷入恐慌。 第十一章：处理“背刺”与组织政治的智慧 职场政治是现实的一部分，逃避只会让你成为牺牲品。本章将政治斗争的艺术化解为科学的“风险管理”。我们教授如何识别“潜在威胁源”，并通过“透明化操作”和“积极防御”来最小化负面影响。书中特别探讨了如何在不损害个人声誉的前提下，优雅而坚定地处理不公正的指责或“背刺”行为，将不利局面转化为展示你原则和能力的契机。 第十二章：职业转型的跳板与再次出发 当公司结构调整或个人目标发生变化时，如何策划一次成功的职业转型？本章提供了一套系统的“职业重启模型”。它涵盖了“现有技能的跨界映射”、“新行业的机会窗口识别”以及“高效的信息面试策略”。本书的最终目标是，让你意识到每一次职业的转折点，都是一次重新设计和升级自身价值的绝佳机会，确保你的每一步都走在自我实现的道路上。 --- 结语：从“被动适应”到“主动塑造” 《职场生存法则》旨在为你提供一副透视镜，让你看清职场运行的真实规则。掌握这些法则，你将不再是环境的被动接受者，而是能够积极塑造自己职业命运的建筑师。这是一场关于心智、策略和行动的全面升级，助你实现从一名合格的职场人，成长为一位具有持久影响力的行业领导者。 购买本书，即刻开始你的职业加速计划。
作者简介
目录信息
CONTENTS IN BRIEF
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
Chapter 1: Communicating Successfully in an Organization
Chapter 2: Understanding Business Communication
Chapter 3: Communicating Interculturally
Chapter 4: Communicating Through Technology
PART 2 THEWRITINGPROCESS
Chapter 5: Planning Business Messages
Chapter 6: Composing Business Messages
Chapter 7: Revising Business Messages
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
Chapter 8: Writing Direct Requests
Chapter 9: Writing Routine, Good-News, and Goodwill Messages
Chapter 10: Writing Bad-News Messages
Chapter 11: Writing Persuasive Messages
PART 4 EMPLOYMENT MESSAGES
Chapter 12: Writmg Resumes and Application Letters
Chapter 13: Interviewing for Employment and Following Up
PART 5 REPORTS AND PROPOSALS
Chapter 14: Using Reports and Proposals as Business Tools
Chapter 15: Planning and Researching Reports and Proposals
Chapter 16: Developing Visual Aids
Chapter 17: Writing Reports and Proposals
Chapter 18: Completing Formal Reports and Proposals
PART 6 ORAL COMMUNICATION
Chapter 19: Listening, Interviewing, and Conducting Meetings
Chapter 20: Giving Speeches and Oral Presentations
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
Component Chapter A: Format and Layout of Business Documents
Component Chapter B: Documentation of Report Sources
Appendix 1: Fundamentals of Grammar and Usage
Appendix 11: Correction Symbols
References
Acknowledgments
OrganizationlCompany/Brand Index
Subject Index
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
CHAPTER 1: Communicating Successfully in an Organization
DMMUNICATION CLOSE-UP AT DlSNEY
Communication Bwiness and You
The Intemal Communication Network
Formal Communication Channels Informal. Communication
Channels
The Extemal Communication Network
Formal Contacts with Outsiders Informal Contacts with
Outsiders
Characteristics ofEffectlye Organizational Communication
An Open Communication Climate A Commitment to Ethical
Communication An Understanding oflntercultural
Communication A Proficiency in Communication Technology
An Audience-Centered Approach to Communication
An Efficient Flow of Communication Messages
Summary
OMMUNICATION CHALLENGES AT DlSNEY
Critical Thinking Questions
Exercises
Sharpening Your Skills
Commvnication Skills-Eight Great Ways They Help Advance Your
Career
Focusing on Ethics
Ethical Boundaries: Where Would You Draw thc Line?
CHAPTER 2: Understanding Business Communication
PMMUNICATION CLOSE-UP AT M ETA M 0 R P HOS 1 S
STUDIOS
The Basic Forms of Communication
Nonverbal Communication Verbal Communication
The Process of Communication
Formulating a Message Overcoming Communication Barriers
How to Improve Communication
Create the Message Carefully Minimize Noise Facilitate
Feedback
Summary
OMMUNICATION CHALLENGBS AT M ETA MORPHOSIS
STUDIOS
Critical Thinking Questions
Documents forAnalysis
Exercises
Communicating Across Cultures
Actions Speak Louder Than Words AllAround the World
Sharpening Your Skills
Eight Keys to Achieving Total Quality and Customer Satisfaction
CHAPTER 3: Communicating Interculturally
OMMUNICATION CLOSE-UP AT PROCTER & GAMBLE
The Importance of Intercultural Business Communication
Communicating with Cultures Abroad Communicating with a
Culturally Diverse Work Force
The Basics of Intercultural Business Communication
Understanding Culture Recognizing Cultural Differences
Dealing with Language Barriers Dealing with Ethnocentric
Reactions
Tipsfor Communicating with Peoplefrom Other Cultures
Leammz.About a Culture Developing Intercultural Communication
Skills Negotiating Across Cultures Hnndling Written
Communication Handling Oral Communication
Summary
OMMUNICATION CHALLENGES AT PROCTER & GAMBLE
Critical Thinking Questions
Exercises
Communicanng Across Cultures
Test Your Intercultural Kwwledge
Communicating Across Cultures
Does an "English-Only" Policy Violate Employees' Rights?
CHAPTER 4: Communicating Through Technology
OMMUNICATION CLOSE-UP AT H EWLETT-PACKA R D
Technology in Contemporary Business Communication
Technology in Written Communication
Creating Printed Documents Creating Electronic Documents
Technology in Oral Communication
Individual Communication Group Communication
ffow Technology Is Changing Communication
Summary
OMWUNICATION CHALLENGES AT H EWLETT-PACKA R D
Critical Thinking Questions
Exercises
Keeping Pace with Technology
Techniques for Finding Articles Online
Sharpening Your Skills
Five Powerful Tools to Help You Create Quality Documents Quickly and
Easily
PART 2 THEWRITINGPROCESS
CHAPTER 5: Planning Business Messages
OMMUNICATION CLOSE-UP AT QENERAL MlLLS
Understanding the Composition Process
A Ten-Stage Process Collaboration Schedules
Examining the Composition Process
Stage 1: Defining Your Purpose
Why You Need a Clear Purpose Common Purposes ofBusiness
Messages How to Test Your Purpose
Stage 2: Analyzing YourAudience
Develop Your Andiences Profile Satisfy Your Audiences
Informational Needs Satisfy Your Audience's Motivational
Needs Satisjy Your Andience's Practical Needs
Stage 3: Establuhing the Main Idea
Use Prewriting Techniques Limit the Scope
Stage 4: Selecting the Appropriate Channel and Medium
Oral Communication Written Communication
Electronic Communication
Summary
OMMUNICATION CHALLENGES AT GENERAL MlLLS
Critical Thinking Questions
Exercises
Sharpening Your Skills
Overcoming Your Fear ofthe Blank Pag
Communicatmg Across Cultures
Understand Intercultural Audiences, and You'llBe Understood
CHAPTER 6: Composing Business Messages
OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH
GROUP
Stage 5: Organizing Your Message
What Good Organization Means Why Good Organization Is
Important How Good Organization Is Achieved
Stage 6: Formulating Your Message
Composing Your First Drafr Controlling Your Style and Tone
Shaping Your E-mail Message
Summary
OMMUNICATION CHALLENGES AT COMMUNITY HEALTH
GROUP
Documents for Analysis
Critical Thinking Question.
Exercises
Focusing on Etboics
The Tangled Web oflntemet Copyrights
Keeping Pace with Technology
E-mail Etiquette: Minding Your Manners Online
CHAPTER 7: Revising Business Messages
OMMUNICATION CLOSE-UP AT TURNER BROADCASTING
SYSTEM
Stage 7: Editing Your Message
Evaluating Your Content and Organization Reviewing Your Style
and Readability Assessing Your Word Choice
Critiquing Another's Writing
Stage 8: Rewriting Your Message
Create Effective Sentences Develop Coherent Paragraphs
Stage 9: Producing Your Message
Design Elements Design Decisions
Stage 10: Proofing Your Message
ProofYour Mechanics and Format Use Grammar and Spell
Checkers Wisely
Summary
OMMUNICATION CHALLENGES AT TURNER BROADCASTING
SYSTEM
Critical Thinking Questions
Documents for Analysis
Exercises
Communicating Across Cultures
More than Wordfor Word-The Importance ofAccurate Translation
Sharpening Your Skills
How to Proofread Like a Pro: Tipsfor Creating the Perfect Document
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
CHAPTER 8: Writing Direct Requests
OMMUNICATION CLOSE-UP AT THE NATURE COMPANY
Intercultural Requests
Organizing Direct Requests
Direct Statement ofthe Request or Main Idea fustification,
Explanation, and Details Courteous C'lose with Requestfor Specific
Action
Placing Orders
Requesting Routine Information andAction
Requests to Company Insiders Requests to Other Businesses
Requests to Customers and Other Outsiders
Writing Direct Requestsfor Claims and Adjustments
Making Routine Credit Requests
Inquiring About People
Letters Requesting a. Recommendation Letter Checking on a
Reference
Summary
PMMUNICATION CHALLENGES AT THE NATURE
COMPANY
Critical Thinking Questions
Documents for Analysis
Cases
Communicating Across Cultures
How Direct Is Too Direct?
Sharpening Your Skills
How to Check References-and Avoid Legal Traps
CHAPTER 9: Writing Routine, Good-News, and Goodwill Messagei
OMMUNICATION CLOSE-UP AT STEINWAY & SONS
Organizing Positive Messages
Clear Statement ofthe Main Idea Vecessary Details
Courteous Close
Replying to Requestsfor Information andAction
When a Potential Sale Is Involved When No Potential Sale Is
Involved
Responding Favorably to Claims and Adjustment Requests
When the Company Is at Fault When the Buyer Is at Fault
When a Third Party Is at Fault
Approving Routine Credit Requests
Conveying Positive Information About People
Recommendation Letters Good News About Employment
Writing Directives and Instructions
Writing Bwiness Summaries
Conveying Good News About Products and Operations
Writing Goodwill Messages
Congratulations Messages ofAppreciation
Condolences
Summary
OMMUNICATION CHALLENGES AT STEINWAY & SONS
Critical Thinking Questions
Documents for Analysis
Cases
Keeping Pace with Technology
The Possibilities and Perils ofE-mail
Focwing on Ethics
Recommendation Letters: What's Right to Write?
CHAPTER 10: Writing Bad-News Messages
OMMUNICATION CLOSE-UP AT OLMEC TOYS
Organizing Bad-News Messages
Indirect Plan Direct Plan
Conveying Bad News About Orders
Communicating Negative Answers and Information
Providing Bad News About Products Denying Cooperation with
Routine Requests Declining Invitations and Requests for
Favors
Refwing Adjustment ofClaims and Complaints
Refwing to Extend Credit
Conveying Unfavorable News About People
Refiising to Write Recommendation Letters RejectingJob
Applications Giving Negative Perfonnance Reviews
Terminating Employment
Handling Bad News About Company Operations or Performance
Summary
OMMUNICATlON CHALLENGES AT OLMEC TOYS
Critical Thinking Questions
Documents for Analysis
Cases
Communtcattng Across Cultures
Good Ways to Send Bad News Around the World
Sharpening Your Skills
How to Take theSting Out ofCriticism and Foster Goodwill
CHAPTER 11: Writing Persuasive Messages
OMMUNICATION CLOSE-UP AT AT&T LANGUAGE LlNE
SERVICES
Planning Persnasive Messages
Ethical Persasion Audience Needs Writer
Credibility Semantics and Other Persuasive Tools
Emotion and Logic
Organizing Persuasive Messages
The Indirect Approach The Dlrect Approach
Preparing Persuasive Messages on theJob
Writing Persuasive Requestsfor Action
Writing Persuasive Claims and Reqnests for Adjustment
Writing Sales and Fund-raising Messages
Sales Letters Fund-raising Letters
Writing Collection Messages
Notification Reminder uiry Urgent
Notice Ultimatum
Summary
OMMUNICATION CHALLENGES AT AT&T LANGUAGE LlNE
SERVICES
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Does Some Direct Mail Contain Deliberately Deceptive Copy:
Keeping Pace with Technology
Writingfor the Web: Sales Messages in Cyberspace
PART 4 EMPLOYMENT MESSAGES 377
CHAPTER 12: Writing Resumes and Application Letters
OMMUNICATION CLOSE-UP AT MOBIL
ThinkingAbout Your Career
Analyzing What You Have to Offer Petermining What You
Want Seeking Employment Upportunities Building
Towarda Career
Writing Your Resume
Control the Format and Style Tailorthe Contents
Choosing the Best Organizational Plan Adapting Your Resume to
an Electronic Format Writing the Perfect Resume
WritingApplication Messages
Writing the Opening Paragraph Summarizing Your Key Selling
Points Writing the Closing Paragraph Writing the
Perfect Appucation Letter
Writing Other Types of Employment Messages
WritingJob-Inquiry Letters Filling Out Application Forms
WritingApplication Follow-Ups
Summary
OMMUNICATION CHALLENGES AT MOBIL
Critical Thinking Questions
Documentsfor Analysis
Cases
Keeping Pace with Technology
High- TechJob Hunting: The Secrets ofFinding Employment on the World Wide
Web
Focwing on Ethics
Waming: Deceptive Resumes Can Backfire
CHAPTER 13: Interviewing for Employment and Following Up
OMMUNICATION CLOSE-UP AT MlCROSOFT
Interviewing with Potential Employers
The Interview Process What Employers Look For
What Applicants Need to Find Out How to Preparefor aJob
Interview How to Be Interviewed
Following Up After the Interview
Thank-You I.etter Letter of Inquiry Request for a Time
Extension Letter ofAcceptance Letter Declining a Job
Offer Letter of Resignation
Summary
OMMUNICATION CHALLENGES AT MlCROSOFT
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Handwriting Analysis: Should It Be Usedto Determine Your Employment
Potential?
Sharpening Your Skills
Sixteen Tough Interview Questions: What to Say When You're Stopped in Your
Tracks
PART 5 REPORTS AND PROPOSALS
CHAPTER 14: Using Reports and Proposals as Business Tools
OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS
What Makes a Good Business Report
How Companies Use Reports andProposals
Reportsfor Monitoring and Controlling Operations Reportsfor
Implementing Policies and Procedures Reportsfor Complying with
Govemment Regulations Proposalsfor Obtaining New Business or
Funding Reportsfor Documenting Client Work
Reportsfor Guiding Decisions
How Electronic Technology Affects Business Reports
Summary
OMMUNICATION CHALLENGES AT NARADA
PRODUCTIONS
Critical Thinking Question
Exercises
Focnsing on Ethics
Do You Make These Costly Mistakes When Writing Business Reports?
Keeping Pace with Technology
Gain the Competitive Edge with Online Reporting
CHAPTER 15: Planning and Researching Reports and Proposals
OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES
Five Steps in Planning Reports
Step 1: Defining the Problem and the Purpose
Asking the Right Questions Developing the Statement
ofPurpose
Step 2: Outlining Issnesfor Investigation
Developing a Logical Structure Preparing a Preliminary
Outline Following the Rules ofDivision
Step 3: Preparing the Work Plan
Step 4: Conducting the Research
Reviewing Secondary Sources Collecting Primary Data
Step 5: Analyzing and Interpreting Data
Calculating Statistics Drawing Conclusions
Developing Recommendations
Summary
OMMUNICATION CHALLENGES AT GOSH ENTERPRISES
Critical Thinking Questions
Exercises
Sharpening Your Skills
Seven Errors in Logic That Can Undermine Your Reports
Focusing on Ethics
How to Avoid Plagiarism
CHAPTER 16: Developing Visual Aids
OMMUNICATION CLOSE-UP AT EASTMAN KOOAK
COMPANY
Planning VisualAids
Why Bwiness Professionals Use Visual Aids The Process of
"Visualizing" Your Text
Designing VisualAids
Understanding the Art ofGraphic Design Selecting the Right
Visualfor theJob
Prodncing VisualAids
Creating Graphics with Computers Fitting VisualAids into the
Text Checking Over the VisualAids
Summary
OMMUNICATION CHALLENGES AT EASTMAN KODAK
COMPANY
Critical Thinking Questions
Documentsfor Analysis
Exercises
Keeping Pace with Technology
Creating Colorful VisualAids with Computers for Maximum Clarity and
Impact
Focusing on Ethics
VisualAids That Lie: The Use andAbuse ofCharts and Graphs
CHAPTER 17: Writing Reports and Proposals
OMMUNICATION CLOSE-UP AT THE SAN DlEGO WlLD
ANIMAL PARK 532
Organizing Reports and Proposals
Deciding on Fonnat and Length Selecting the Information to
Include Choosing Direct or Indirect Order Structuring
Ideas
Formulating Reports and Proposals
Choosing the Proper Degree ofFormality EstabUshing a Time
Perspective Helping Readers Find Their Way
Summary
OMMUNICATION CHALLENGES AT THE SAN DlEGO WlLD
ANIMAL PARK
Critical Thinking Questions
Exercises
Cases
Sharpening Your Skills
Be Careful-Your Computer Can Create Work!
Sharpening Your Skills
Writing Headings That Spark Reader Interest
CHAPTER 18: Completing Formal Reports and Proposals
OMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN
INSTITUTE
Report Prodttction
Components ofa Formal Report
Prefatory Parts Text ofthe Report Supplementary
Parts
Components ofa Formal Proposal
Prefatory Parts Text ofthe Proposal
Summary
OMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN
INSTITUTE
Critical Thinking Questions
Cases
Sharpening Your Skills
In-Depth Critique: Anafyzing a Formal Report
PART 6 ORAL COMMUNICATION
CHAPTER 19: Listening, Interviewing, and Conducting Meetings
OMMUNICATION CLOSE-UP AT 3 IVI
Communicating Orally
Speaking Listening
Handling Difficult Interpersonal Situations
Resolving Conflict Overcoming Resistance Handling
Negotiations
Conducting Interviews on theJob
Categorizing Interviews 637 Planning Interviews
Participating in Small Groups dnd Meetings
Understanding Group Dynamics Arranging the Meeting
Contributing to a Productive Meeting
Summary
OMMUNICATION CHALLENGES AT 3M
Critical Thinking Questions
Exercises
CommunicatingAcross Cultures
Crossing Cultures Without Crossing Signals: Your Listening Skills Can Bridge
the Gap
Keeping Pace with Technology
Electronic Meetings: Work Together-Wherever You Are-to Get the Results You
Want
CHAPTER 20: Giving Speeches and Oral Presentations
OMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT
Speaking and Presenting in a Business Environment
Preparing to Speak
Define Your Purpose Anafyze YourAudience PlanYour
Speech or Presentation
Developing Your Speech or Presentation
The Introduction The Body The Close
The Question-and-Answer Period The VisualAids
Mastering the Art ofDelivery
Getting Ready to Give Your Presentation Delivering the
Speech Handling Questions
Summary
OMMUNICATION CHALLENGES AT PHOENIX
MANAGEMENT
Critical Thinking Questions
Exercises
Sharpening Your Skills
Tired of Being Ignored? Five Ways Guaranteedto GetAttention and
Keeplt
Keeping Pace with Technology
YourAudience Will Get the Picture: Presentation Software Can Create Lively
Business Speeches
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
COMPONENT CHAPTER A: Format and Layout ofBusiness Documents
First Impressions
Paper Customization Appearance
Letters
Standard Letter Parts Additional Letter Parts Letter
Formats
Envelopes
Addressing the Envelope Folding to Fit
Intemational Mail
Memos
E-mail
Header Body
Time-Saving Messages
Reports
Margms Headings Spacing and Indentations
Page Numbers
Meeting Documents
COMPONENT CHAPTER B: Documentation of Report Sources
Finding Sources
Libraries Comtuterized Databases
Using Source Information
Recording Information
Understanding Copyright and Fair Use
Preparing Reference Lists
Reference List Construction
Manuals ofStyle
Reference List Entries
Choosing a Method ofln- Text Citation
Author-Date System Key-Number System
System Source Note Format
APPENDIX I: Fundamentals of Grammar and Usage
Grammar
Nouns Pronouns
Adjectives Adverbs
Speech Sentences
Punctuation
Periods Question Marks
Exclamation Points Semicolons
Colons Commas
Hyphens Apostrophes
Marks Parentheses
Underscores and Italics
Mechanics
Capitals Abbreviations
Word Division
Vocabulary
Frequently Confused Words
Frequently Misspelled Words
Words andPhrases
APPENDIX II: Correction Symbols
Content and Style
Grammar, Usage, andMechanics
Proofreading Marks
References
Acknowledgements
Organization/Company/Brand Index
Subject Index
Superscript
Verbs
Other Parts of
Dashes
Ellipses
Quotation
Numbers
Frequently Misused Words
Transitional
· · · · · · (收起)
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
Chapter 1: Communicating Successfully in an Organization
Chapter 2: Understanding Business Communication
Chapter 3: Communicating Interculturally
Chapter 4: Communicating Through Technology
PART 2 THEWRITINGPROCESS
Chapter 5: Planning Business Messages
Chapter 6: Composing Business Messages
Chapter 7: Revising Business Messages
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
Chapter 8: Writing Direct Requests
Chapter 9: Writing Routine, Good-News, and Goodwill Messages
Chapter 10: Writing Bad-News Messages
Chapter 11: Writing Persuasive Messages
PART 4 EMPLOYMENT MESSAGES
Chapter 12: Writmg Resumes and Application Letters
Chapter 13: Interviewing for Employment and Following Up
PART 5 REPORTS AND PROPOSALS
Chapter 14: Using Reports and Proposals as Business Tools
Chapter 15: Planning and Researching Reports and Proposals
Chapter 16: Developing Visual Aids
Chapter 17: Writing Reports and Proposals
Chapter 18: Completing Formal Reports and Proposals
PART 6 ORAL COMMUNICATION
Chapter 19: Listening, Interviewing, and Conducting Meetings
Chapter 20: Giving Speeches and Oral Presentations
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
Component Chapter A: Format and Layout of Business Documents
Component Chapter B: Documentation of Report Sources
Appendix 1: Fundamentals of Grammar and Usage
Appendix 11: Correction Symbols
References
Acknowledgments
OrganizationlCompany/Brand Index
Subject Index
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
CHAPTER 1: Communicating Successfully in an Organization
DMMUNICATION CLOSE-UP AT DlSNEY
Communication Bwiness and You
The Intemal Communication Network
Formal Communication Channels Informal. Communication
Channels
The Extemal Communication Network
Formal Contacts with Outsiders Informal Contacts with
Outsiders
Characteristics ofEffectlye Organizational Communication
An Open Communication Climate A Commitment to Ethical
Communication An Understanding oflntercultural
Communication A Proficiency in Communication Technology
An Audience-Centered Approach to Communication
An Efficient Flow of Communication Messages
Summary
OMMUNICATION CHALLENGES AT DlSNEY
Critical Thinking Questions
Exercises
Sharpening Your Skills
Commvnication Skills-Eight Great Ways They Help Advance Your
Career
Focusing on Ethics
Ethical Boundaries: Where Would You Draw thc Line?
CHAPTER 2: Understanding Business Communication
PMMUNICATION CLOSE-UP AT M ETA M 0 R P HOS 1 S
STUDIOS
The Basic Forms of Communication
Nonverbal Communication Verbal Communication
The Process of Communication
Formulating a Message Overcoming Communication Barriers
How to Improve Communication
Create the Message Carefully Minimize Noise Facilitate
Feedback
Summary
OMMUNICATION CHALLENGBS AT M ETA MORPHOSIS
STUDIOS
Critical Thinking Questions
Documents forAnalysis
Exercises
Communicating Across Cultures
Actions Speak Louder Than Words AllAround the World
Sharpening Your Skills
Eight Keys to Achieving Total Quality and Customer Satisfaction
CHAPTER 3: Communicating Interculturally
OMMUNICATION CLOSE-UP AT PROCTER & GAMBLE
The Importance of Intercultural Business Communication
Communicating with Cultures Abroad Communicating with a
Culturally Diverse Work Force
The Basics of Intercultural Business Communication
Understanding Culture Recognizing Cultural Differences
Dealing with Language Barriers Dealing with Ethnocentric
Reactions
Tipsfor Communicating with Peoplefrom Other Cultures
Leammz.About a Culture Developing Intercultural Communication
Skills Negotiating Across Cultures Hnndling Written
Communication Handling Oral Communication
Summary
OMMUNICATION CHALLENGES AT PROCTER & GAMBLE
Critical Thinking Questions
Exercises
Communicanng Across Cultures
Test Your Intercultural Kwwledge
Communicating Across Cultures
Does an "English-Only" Policy Violate Employees' Rights?
CHAPTER 4: Communicating Through Technology
OMMUNICATION CLOSE-UP AT H EWLETT-PACKA R D
Technology in Contemporary Business Communication
Technology in Written Communication
Creating Printed Documents Creating Electronic Documents
Technology in Oral Communication
Individual Communication Group Communication
ffow Technology Is Changing Communication
Summary
OMWUNICATION CHALLENGES AT H EWLETT-PACKA R D
Critical Thinking Questions
Exercises
Keeping Pace with Technology
Techniques for Finding Articles Online
Sharpening Your Skills
Five Powerful Tools to Help You Create Quality Documents Quickly and
Easily
PART 2 THEWRITINGPROCESS
CHAPTER 5: Planning Business Messages
OMMUNICATION CLOSE-UP AT QENERAL MlLLS
Understanding the Composition Process
A Ten-Stage Process Collaboration Schedules
Examining the Composition Process
Stage 1: Defining Your Purpose
Why You Need a Clear Purpose Common Purposes ofBusiness
Messages How to Test Your Purpose
Stage 2: Analyzing YourAudience
Develop Your Andiences Profile Satisfy Your Audiences
Informational Needs Satisfy Your Audience's Motivational
Needs Satisjy Your Andience's Practical Needs
Stage 3: Establuhing the Main Idea
Use Prewriting Techniques Limit the Scope
Stage 4: Selecting the Appropriate Channel and Medium
Oral Communication Written Communication
Electronic Communication
Summary
OMMUNICATION CHALLENGES AT GENERAL MlLLS
Critical Thinking Questions
Exercises
Sharpening Your Skills
Overcoming Your Fear ofthe Blank Pag
Communicatmg Across Cultures
Understand Intercultural Audiences, and You'llBe Understood
CHAPTER 6: Composing Business Messages
OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH
GROUP
Stage 5: Organizing Your Message
What Good Organization Means Why Good Organization Is
Important How Good Organization Is Achieved
Stage 6: Formulating Your Message
Composing Your First Drafr Controlling Your Style and Tone
Shaping Your E-mail Message
Summary
OMMUNICATION CHALLENGES AT COMMUNITY HEALTH
GROUP
Documents for Analysis
Critical Thinking Question.
Exercises
Focusing on Etboics
The Tangled Web oflntemet Copyrights
Keeping Pace with Technology
E-mail Etiquette: Minding Your Manners Online
CHAPTER 7: Revising Business Messages
OMMUNICATION CLOSE-UP AT TURNER BROADCASTING
SYSTEM
Stage 7: Editing Your Message
Evaluating Your Content and Organization Reviewing Your Style
and Readability Assessing Your Word Choice
Critiquing Another's Writing
Stage 8: Rewriting Your Message
Create Effective Sentences Develop Coherent Paragraphs
Stage 9: Producing Your Message
Design Elements Design Decisions
Stage 10: Proofing Your Message
ProofYour Mechanics and Format Use Grammar and Spell
Checkers Wisely
Summary
OMMUNICATION CHALLENGES AT TURNER BROADCASTING
SYSTEM
Critical Thinking Questions
Documents for Analysis
Exercises
Communicating Across Cultures
More than Wordfor Word-The Importance ofAccurate Translation
Sharpening Your Skills
How to Proofread Like a Pro: Tipsfor Creating the Perfect Document
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
CHAPTER 8: Writing Direct Requests
OMMUNICATION CLOSE-UP AT THE NATURE COMPANY
Intercultural Requests
Organizing Direct Requests
Direct Statement ofthe Request or Main Idea fustification,
Explanation, and Details Courteous C'lose with Requestfor Specific
Action
Placing Orders
Requesting Routine Information andAction
Requests to Company Insiders Requests to Other Businesses
Requests to Customers and Other Outsiders
Writing Direct Requestsfor Claims and Adjustments
Making Routine Credit Requests
Inquiring About People
Letters Requesting a. Recommendation Letter Checking on a
Reference
Summary
PMMUNICATION CHALLENGES AT THE NATURE
COMPANY
Critical Thinking Questions
Documents for Analysis
Cases
Communicating Across Cultures
How Direct Is Too Direct?
Sharpening Your Skills
How to Check References-and Avoid Legal Traps
CHAPTER 9: Writing Routine, Good-News, and Goodwill Messagei
OMMUNICATION CLOSE-UP AT STEINWAY & SONS
Organizing Positive Messages
Clear Statement ofthe Main Idea Vecessary Details
Courteous Close
Replying to Requestsfor Information andAction
When a Potential Sale Is Involved When No Potential Sale Is
Involved
Responding Favorably to Claims and Adjustment Requests
When the Company Is at Fault When the Buyer Is at Fault
When a Third Party Is at Fault
Approving Routine Credit Requests
Conveying Positive Information About People
Recommendation Letters Good News About Employment
Writing Directives and Instructions
Writing Bwiness Summaries
Conveying Good News About Products and Operations
Writing Goodwill Messages
Congratulations Messages ofAppreciation
Condolences
Summary
OMMUNICATION CHALLENGES AT STEINWAY & SONS
Critical Thinking Questions
Documents for Analysis
Cases
Keeping Pace with Technology
The Possibilities and Perils ofE-mail
Focwing on Ethics
Recommendation Letters: What's Right to Write?
CHAPTER 10: Writing Bad-News Messages
OMMUNICATION CLOSE-UP AT OLMEC TOYS
Organizing Bad-News Messages
Indirect Plan Direct Plan
Conveying Bad News About Orders
Communicating Negative Answers and Information
Providing Bad News About Products Denying Cooperation with
Routine Requests Declining Invitations and Requests for
Favors
Refwing Adjustment ofClaims and Complaints
Refwing to Extend Credit
Conveying Unfavorable News About People
Refiising to Write Recommendation Letters RejectingJob
Applications Giving Negative Perfonnance Reviews
Terminating Employment
Handling Bad News About Company Operations or Performance
Summary
OMMUNICATlON CHALLENGES AT OLMEC TOYS
Critical Thinking Questions
Documents for Analysis
Cases
Communtcattng Across Cultures
Good Ways to Send Bad News Around the World
Sharpening Your Skills
How to Take theSting Out ofCriticism and Foster Goodwill
CHAPTER 11: Writing Persuasive Messages
OMMUNICATION CLOSE-UP AT AT&T LANGUAGE LlNE
SERVICES
Planning Persnasive Messages
Ethical Persasion Audience Needs Writer
Credibility Semantics and Other Persuasive Tools
Emotion and Logic
Organizing Persuasive Messages
The Indirect Approach The Dlrect Approach
Preparing Persuasive Messages on theJob
Writing Persuasive Requestsfor Action
Writing Persuasive Claims and Reqnests for Adjustment
Writing Sales and Fund-raising Messages
Sales Letters Fund-raising Letters
Writing Collection Messages
Notification Reminder uiry Urgent
Notice Ultimatum
Summary
OMMUNICATION CHALLENGES AT AT&T LANGUAGE LlNE
SERVICES
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Does Some Direct Mail Contain Deliberately Deceptive Copy:
Keeping Pace with Technology
Writingfor the Web: Sales Messages in Cyberspace
PART 4 EMPLOYMENT MESSAGES 377
CHAPTER 12: Writing Resumes and Application Letters
OMMUNICATION CLOSE-UP AT MOBIL
ThinkingAbout Your Career
Analyzing What You Have to Offer Petermining What You
Want Seeking Employment Upportunities Building
Towarda Career
Writing Your Resume
Control the Format and Style Tailorthe Contents
Choosing the Best Organizational Plan Adapting Your Resume to
an Electronic Format Writing the Perfect Resume
WritingApplication Messages
Writing the Opening Paragraph Summarizing Your Key Selling
Points Writing the Closing Paragraph Writing the
Perfect Appucation Letter
Writing Other Types of Employment Messages
WritingJob-Inquiry Letters Filling Out Application Forms
WritingApplication Follow-Ups
Summary
OMMUNICATION CHALLENGES AT MOBIL
Critical Thinking Questions
Documentsfor Analysis
Cases
Keeping Pace with Technology
High- TechJob Hunting: The Secrets ofFinding Employment on the World Wide
Web
Focwing on Ethics
Waming: Deceptive Resumes Can Backfire
CHAPTER 13: Interviewing for Employment and Following Up
OMMUNICATION CLOSE-UP AT MlCROSOFT
Interviewing with Potential Employers
The Interview Process What Employers Look For
What Applicants Need to Find Out How to Preparefor aJob
Interview How to Be Interviewed
Following Up After the Interview
Thank-You I.etter Letter of Inquiry Request for a Time
Extension Letter ofAcceptance Letter Declining a Job
Offer Letter of Resignation
Summary
OMMUNICATION CHALLENGES AT MlCROSOFT
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Handwriting Analysis: Should It Be Usedto Determine Your Employment
Potential?
Sharpening Your Skills
Sixteen Tough Interview Questions: What to Say When You're Stopped in Your
Tracks
PART 5 REPORTS AND PROPOSALS
CHAPTER 14: Using Reports and Proposals as Business Tools
OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS
What Makes a Good Business Report
How Companies Use Reports andProposals
Reportsfor Monitoring and Controlling Operations Reportsfor
Implementing Policies and Procedures Reportsfor Complying with
Govemment Regulations Proposalsfor Obtaining New Business or
Funding Reportsfor Documenting Client Work
Reportsfor Guiding Decisions
How Electronic Technology Affects Business Reports
Summary
OMMUNICATION CHALLENGES AT NARADA
PRODUCTIONS
Critical Thinking Question
Exercises
Focnsing on Ethics
Do You Make These Costly Mistakes When Writing Business Reports?
Keeping Pace with Technology
Gain the Competitive Edge with Online Reporting
CHAPTER 15: Planning and Researching Reports and Proposals
OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES
Five Steps in Planning Reports
Step 1: Defining the Problem and the Purpose
Asking the Right Questions Developing the Statement
ofPurpose
Step 2: Outlining Issnesfor Investigation
Developing a Logical Structure Preparing a Preliminary
Outline Following the Rules ofDivision
Step 3: Preparing the Work Plan
Step 4: Conducting the Research
Reviewing Secondary Sources Collecting Primary Data
Step 5: Analyzing and Interpreting Data
Calculating Statistics Drawing Conclusions
Developing Recommendations
Summary
OMMUNICATION CHALLENGES AT GOSH ENTERPRISES
Critical Thinking Questions
Exercises
Sharpening Your Skills
Seven Errors in Logic That Can Undermine Your Reports
Focusing on Ethics
How to Avoid Plagiarism
CHAPTER 16: Developing Visual Aids
OMMUNICATION CLOSE-UP AT EASTMAN KOOAK
COMPANY
Planning VisualAids
Why Bwiness Professionals Use Visual Aids The Process of
"Visualizing" Your Text
Designing VisualAids
Understanding the Art ofGraphic Design Selecting the Right
Visualfor theJob
Prodncing VisualAids
Creating Graphics with Computers Fitting VisualAids into the
Text Checking Over the VisualAids
Summary
OMMUNICATION CHALLENGES AT EASTMAN KODAK
COMPANY
Critical Thinking Questions
Documentsfor Analysis
Exercises
Keeping Pace with Technology
Creating Colorful VisualAids with Computers for Maximum Clarity and
Impact
Focusing on Ethics
VisualAids That Lie: The Use andAbuse ofCharts and Graphs
CHAPTER 17: Writing Reports and Proposals
OMMUNICATION CLOSE-UP AT THE SAN DlEGO WlLD
ANIMAL PARK 532
Organizing Reports and Proposals
Deciding on Fonnat and Length Selecting the Information to
Include Choosing Direct or Indirect Order Structuring
Ideas
Formulating Reports and Proposals
Choosing the Proper Degree ofFormality EstabUshing a Time
Perspective Helping Readers Find Their Way
Summary
OMMUNICATION CHALLENGES AT THE SAN DlEGO WlLD
ANIMAL PARK
Critical Thinking Questions
Exercises
Cases
Sharpening Your Skills
Be Careful-Your Computer Can Create Work!
Sharpening Your Skills
Writing Headings That Spark Reader Interest
CHAPTER 18: Completing Formal Reports and Proposals
OMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN
INSTITUTE
Report Prodttction
Components ofa Formal Report
Prefatory Parts Text ofthe Report Supplementary
Parts
Components ofa Formal Proposal
Prefatory Parts Text ofthe Proposal
Summary
OMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN
INSTITUTE
Critical Thinking Questions
Cases
Sharpening Your Skills
In-Depth Critique: Anafyzing a Formal Report
PART 6 ORAL COMMUNICATION
CHAPTER 19: Listening, Interviewing, and Conducting Meetings
OMMUNICATION CLOSE-UP AT 3 IVI
Communicating Orally
Speaking Listening
Handling Difficult Interpersonal Situations
Resolving Conflict Overcoming Resistance Handling
Negotiations
Conducting Interviews on theJob
Categorizing Interviews 637 Planning Interviews
Participating in Small Groups dnd Meetings
Understanding Group Dynamics Arranging the Meeting
Contributing to a Productive Meeting
Summary
OMMUNICATION CHALLENGES AT 3M
Critical Thinking Questions
Exercises
CommunicatingAcross Cultures
Crossing Cultures Without Crossing Signals: Your Listening Skills Can Bridge
the Gap
Keeping Pace with Technology
Electronic Meetings: Work Together-Wherever You Are-to Get the Results You
Want
CHAPTER 20: Giving Speeches and Oral Presentations
OMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT
Speaking and Presenting in a Business Environment
Preparing to Speak
Define Your Purpose Anafyze YourAudience PlanYour
Speech or Presentation
Developing Your Speech or Presentation
The Introduction The Body The Close
The Question-and-Answer Period The VisualAids
Mastering the Art ofDelivery
Getting Ready to Give Your Presentation Delivering the
Speech Handling Questions
Summary
OMMUNICATION CHALLENGES AT PHOENIX
MANAGEMENT
Critical Thinking Questions
Exercises
Sharpening Your Skills
Tired of Being Ignored? Five Ways Guaranteedto GetAttention and
Keeplt
Keeping Pace with Technology
YourAudience Will Get the Picture: Presentation Software Can Create Lively
Business Speeches
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
COMPONENT CHAPTER A: Format and Layout ofBusiness Documents
First Impressions
Paper Customization Appearance
Letters
Standard Letter Parts Additional Letter Parts Letter
Formats
Envelopes
Addressing the Envelope Folding to Fit
Intemational Mail
Memos
Header Body
Time-Saving Messages
Reports
Margms Headings Spacing and Indentations
Page Numbers
Meeting Documents
COMPONENT CHAPTER B: Documentation of Report Sources
Finding Sources
Libraries Comtuterized Databases
Using Source Information
Recording Information
Understanding Copyright and Fair Use
Preparing Reference Lists
Reference List Construction
Manuals ofStyle
Reference List Entries
Choosing a Method ofln- Text Citation
Author-Date System Key-Number System
System Source Note Format
APPENDIX I: Fundamentals of Grammar and Usage
Grammar
Nouns Pronouns
Adjectives Adverbs
Speech Sentences
Punctuation
Periods Question Marks
Exclamation Points Semicolons
Colons Commas
Hyphens Apostrophes
Marks Parentheses
Underscores and Italics
Mechanics
Capitals Abbreviations
Word Division
Vocabulary
Frequently Confused Words
Frequently Misspelled Words
Words andPhrases
APPENDIX II: Correction Symbols
Content and Style
Grammar, Usage, andMechanics
Proofreading Marks
References
Acknowledgements
Organization/Company/Brand Index
Subject Index
Superscript
Verbs
Other Parts of
Dashes
Ellipses
Quotation
Numbers
Frequently Misused Words
Transitional
· · · · · · (收起)
读后感
评分
评分
评分
评分
评分
用户评价
评分
这本书的书名是《今日商务沟通》，读完之后，我简直要为其中精辟的见解鼓掌叫好。首先，我必须提到作者在构建沟通框架上的独到之处。他没有采用那种老套的、教科书式的理论堆砌，而是非常巧妙地将复杂的商务场景拆解成易于理解的模块。比如，书中对“非正式谈判”场景的处理，简直是醍醐灌顶。作者通过几个真实的案例，生动地展示了如何在看似随意的闲聊中，不动声色地推进核心议题，并且精准地把握了对方的心理底线。我过去总觉得商务沟通就是要把事情说清楚，但这本书让我明白，在很多高层互动中，如何“不把话说透”才是真正的艺术。尤其是在跨文化交流方面，作者提供的文化敏感度指南，远比我之前读过的任何一本工具书都要实用和细致。它不仅仅告诉你“什么不能说”，更深入地剖析了“为什么不能说”，以及在不同文化背景下如何巧妙地迂回和表达，使得沟通的阻力降到最低。这本书的结构设计也极其人性化，每一章的总结和行动清单，都让人恨不得立刻投入实践。
评分这本书的内容层次感非常丰富，它不仅仅停留在如何与外部客户打交道，更深入地挖掘了“向上管理”和“跨部门协作”中的沟通壁垒。我特别喜欢作者对组织层级中信息衰减现象的分析。他提出了一种“三明治反馈法”，用于确保关键信息在穿越不同管理层级时，不会被曲解或过度润饰。这种方法论的提出，是基于对现实组织结构中权力动态的深刻理解，而非空泛的理想主义。读到关于处理“强势同事”的章节时，我仿佛看到了自己工作中的影子。作者没有主张对抗，而是提供了一套基于数据和事实的“温和反驳框架”，教你如何在不损害关系的前提下，坚定地捍卫自己的专业意见。这种务实到近乎狡黠的智慧，让这本书读起来痛快淋漓，让人感觉自己正在快速吸收那些需要多年摸爬滚打才能领悟的职场经验。
评分要说这本书的语言风格，那简直是行云流水，充满了洞察力，读起来让人有一种被“点醒”的感觉。它最吸引我的地方在于，它极少使用那些被过度使用的“赋能”、“协同”之类的空洞词汇，而是专注于描述沟通的微观细节。例如，作者对“邮件的黄金法则”的阐述，不是教你用什么模板，而是深入探讨了邮件主题行中动词的选择如何影响收件人的优先级排序，以及正文排版中留白对信息接收效率的影响。我过去常常抱怨自己的邮件石沉大海，读完这部分后才意识到，问题可能出在那些我从未注意到的格式细节上。此外，书中对倾听艺术的描述也令人耳目一新。作者将其提升到了“战略侦查”的高度，认为有效的倾听不仅仅是接收信息，更是主动捕捉对方话语体系中的漏洞和潜在需求。这种将看似被动的行为赋予主动权的做法，极大地拓宽了我对沟通本质的理解。
评分这本书给我的感觉，就像是收到了一份来自业界前辈的“江湖秘籍”，内容辛辣而务实，完全没有那种虚头巴脑的官腔。我尤其欣赏作者在描述“危机公关沟通”时的那种冷静和果断。很多书在写到危机时，总喜欢用“透明度”和“真诚”这种大词来搪塞，但这本书直接点破了现实的残酷性——在危机时刻，首要任务是控制叙事权，而非单纯地寻求谅解。作者详细分析了几个著名的企业危机案例，拆解了公关团队在最初的24小时内，如何在信息真假难辨的情况下，迅速建立起一个稳定且具有引导性的沟通基调。书中的“情绪带宽管理”一节对我触动很大，它强调了在高压沟通中，领导者首先要管理好自己的情绪外溢，才能有效地引导团队和公众。这种将心理学和实际操作紧密结合的处理方式，让这本书的价值远超一般商业管理读物，更像是一部高阶的生存指南。
评分这本书最成功之处，在于它提供了一种动态的、可以持续优化的沟通操作系统，而不是一套僵死的规则手册。我欣赏它对现代数字沟通工具的包容性态度。作者没有盲目地推崇某一个平台，而是提出了一个核心原则：沟通媒介的选择必须与信息复杂度和时间敏感度相匹配。例如，对于高度复杂且需要记录的决策，作者坚决反对使用即时通讯工具，并详细说明了其潜在的法律和认知风险。书中最后一部分关于“个人沟通品牌塑造”的探讨，对我启发最大。作者认为，你的沟通方式本身就是你专业形象的延伸。通过持续地在特定情境下展现出可预测的高质量输出，可以建立起一种强大的“沟通信任度”。这让我开始反思自己日常交流中的一致性和专业性，不再仅仅把沟通看作是完成任务的附属品，而是视为构建个人核心竞争力的重要组成部分。这本书的价值，在于它真正改变了我对“有效表达”的定义。
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