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Business communication writing improvement exercises

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M a r y E l l E n G u f f E y Emerita Professor of Business Los Angeles Pierce College m.e.guffey@cox.net

D a n a l o E w y Emerita Lecturer, Business Communication California State University, Fullerton dloewy@fullerton.edu

Australia • Brazil • Mexico • Singapore • United Kingdom • United States

Essentials of Business Communication 11e

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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

This is an electronic version of the print textbook. Due to electronic rights restrictions, some third party content may be suppressed. Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it. For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest.

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Essentials of Business Communication, 11E Mary Ellen Guffey Dana Loewy

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Printed in the United States of America Print Number: 01 Print Year: 2018

Dear Business Communication Student:

Chances are that you are no longer holding a textbook in your hands but access the Eleventh Edition of Essen- tials of Business Communication via MindTap on your laptop, tablet, or your smartphone. MindTap is a multi- media learning experience that makes studying business communication and sharpening important career skills easier and more fun.

Our well-researched, market-leading e-text saves you money while helping you sharpen important job skills. Whether you access Essentials of Business Communication, 11e on mobile devices or own a print copy of this award-winning text, you are on your way to developing essential communication skills that will not only serve you well in college but will also stay with you in your chosen career.

Here are a few of the major features you can expect from the No. 1 business communication book in this country and abroad: ▪ Workplace readiness. The marketplace today is challenging. One way to out-

shine the competition is by offering superior communication skills to future employers. Your business communication course and this book are the ideal tools for making yourself job ready.

▪ Communication technology and best practices. Obviously, the workplace is relying on technology and digital media. It is social and mobile. You may be tech savvy, but are you familiar with workplace-appropriate best practices? Even if you know your way around mobile devices and social media, you still need to be able to write well and make a positive impression. This book not only covers the latest workplace technology but above all it stresses solid writ- ing skills and good grammar.

▪ Latest trends in job searching. Chapter 13 presents the most current trends, tech- nologies, and practices affecting the job search, résumés, and cover letters that will help you stand out. You will learn how to build a personal brand, how to network, and how to write customized résumés and create an effective LinkedIn profile.

▪ Hottest trends in job interviewing. Chapter 14 provides countless tips on how to interview in today’s highly competitive job market, including one-way and two-way video interviewing.

The many contemporary examples and model documents, along with writing plans providing step-by-step instructions, will get you started quickly and help you stay focused on the writing process. We wish you well in your course!

Cordially,

Mary Ellen Guffey & Dana Loewy

Essentials of Business Communication 11e

Mary Ellen Guffey and Dana Loewy

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Dr. Mary Ellen Guffey Dr. Dana Loewy Emerita Professor of Business Emerita Lecturer, Business Communication Los Angeles Pierce College California State University, Fullerton m.e.guffey@cox.net dloewy@fullerton.edu

What Is MindTap?

MindTap is your personal, customized learning environment. It presents engaging course content along with videos, activities, apps, and other interesting features making learning fun and easy. With MindTap, you can create a unique learning path that will help you understand key concepts in depth and fast, so that you can produce your best work.

The following activities will help you shape and pace your own learning: ▪ Aplia homework assignments. Aplia™ is an online application that improves

comprehension and performance by motivating you to stay interested and increase your effort. Aplia provides automatically graded assignments that contain detailed explanations on every question over multiple question sets. In short, you get results without needing your instructor’s feedback. These assign- ments cover chapter content as well as grammar and mechanics.

▪ YouSeeU activities. Learning is easier with visuals. YouSeeU helps you stay on track with videos that draw you in and reinforce what you learn in and out of the classroom. The YouSeeU MindApp allows you to complete oral communi- cation activities for various assignment types that include creating individual videos, responding to question and answer tasks, viewing visual aids, and mak- ing group presentations.

▪ Write Experience activities. Write Experience assignments help improve your writing skills. They evaluate the voice, style, format, content, and originality of what you write. Find out how you are doing without needing your instructor’s feedback.

▪ How-To Videos. Understand fully how it’s done before you write a business document. How-to videos show you expert writing techniques.

▪ Writing Plan Reviews. The writing plans in your textbook structure your writ- ing assignments step by step. The writing plan reviews illustrate the popular Essentials writing plans with before-and-after treatments.

▪ Writing Workshops. Helping you learn without an instructor, Writing Work- shops bring Essentials writing assignments to life with interactive quizzing and in-depth feedback.

▪ Narrated PowerPoint slides. To review important concepts and definitions, you can watch the narrated PowerPoint slides—perfect for traditional and distance learners.

iv What Is MindTap?

Brief Contents v

Brief Contents

Unit 1: Business Communication in the Digital age 1 1 Succeeding in the Social and Mobile Workplace 2

Unit 2: The writing Process in the Information age 35 2 Planning Business Messages 36 3 Organizing and Drafting Business Messages 62 4 Revising Business Messages 87

Unit 3: workplace Communication 113 5 Short Workplace Messages and Digital Media 114 6 Positive and Neutral Messages 150 7 Negative Messages 186 8 Persuasive Messages 219

Unit 4: Business reports and Proposals—Best Practices 251 9 Informal Reports 252 10 Proposals and Formal Reports 285

Unit 5: Professionalism, Teamwork, Meetings, and Speaking Skills 325 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings 326 12 Business Presentations 362

Unit 6: Employment Communication 397 13 The Job Search, Résumés, and Cover Messages 398 14 Interviewing and Following Up 444

Appendixes A Document Format Guide A-1 B Documentation Formats B-1 C Correction Symbols and Proofreading Marks C-1 D Grammar/Mechanics Handbook D-1

End Matter Notes N-1 Index I-1

Contents

Unit 1 Business Communication in the Digital Age

1 Succeeding in the Social and Mobile workplace 2

1-1 Mastering the Tools for Success in the Twenty-First-Century Workplace 2

1-2 Developing Listening Skills 10 1-3 Learning Nonverbal Communication

Skills 12 1-4 Recognizing How Culture Influences

Communication 15 1-5 Becoming Interculturally Proficient 20

Summary of Learning Outcomes 23 Chapter Review 25 Critical Thinking 26 Activities and Cases 26 Grammar/Mechanics Checkup 1 31 Editing Challenge 1 32 Communication Workshop 33

3-1 Drafting Workplace Messages 62 3-2 Organizing Information to Show

Relationships 65

3-3 Drafting With Powerful Sentences 67 3-4 Mastering Four Skillful Writing

Techniques 70

3 organizing and Drafting Business Messages 62

Unit 2 The Writing Process in the Information Age

2-1 Examining the Communication Process 36 2-2 Following the 3-x-3 Writing Process 38 2-3 Analyzing the Purpose and Anticipating

the Audience 41 2-4 Adapting to the Audience With Expert

Writing Techniques 44 2-5 Improving the Tone and Clarity

of a Message 47

Summary of Learning Outcomes 51 Chapter Review 52

Critical Thinking 53 Writing Improvement Exercises 54 Radical Rewrites 57 Activities 58 Grammar/Mechanics Checkup 2 59 Editing Challenge 2 60 Communication Workshop 61

2 Planning Business Messages 36

vi Contents

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4-1 Stopping to Revise: Applying Phase 3 of the Writing Process 87

4-2 Enhancing Message Clarity 92 4-3 Using Document Design to Improve

Readability 95 4-4 Catching Errors With Careful Proofreading 98 4-5 Evaluating the Effectiveness of Your

Message 101

Summary of Learning Outcomes 102 Chapter Review 103 Critical Thinking 103 Writing Improvement Exercises 104 Radical Rewrites 109 Grammar/Mechanics Checkup 4 110 Editing Challenge 4 111 Communication Workshop 112

4 revising Business Messages 87

Unit 3 Workplace Communication

5-1 Writing Digital Age E-Mail Messages and Memos 114

5-2 Workplace Messaging and Texting 120 5-3 Making Podcasts and Wikis Work for

Business 124 5-4 Blogging for Business 127 5-5 Social Networking for Business 131

Summary of Learning Outcomes 134 Chapter Review 136

Critical Thinking 137 Writing Improvement Exercises 138 Radical Rewrites 140 Activities and Cases 141 Grammar/Mechanics Checkup 5 147 Editing Challenge 5 148 Communication Workshop 149

5 Short workplace Messages and Digital Media 114

Contents vii

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3-5 Drafting Well-Organized, Effective Paragraphs 74

Summary of Learning Outcomes 76 Chapter Review 77 Critical Thinking 78

Writing Improvement Exercises 78 Radical Rewrites 83 Grammar/Mechanics Checkup 3 84 Editing Challenge 3 85 Communication Workshop 86

6 Positive and neutral Messages 150 6-1 Routine Messages: E-Mails, Memos,

and Letters 150 6-2 Typical Request, Response, and Instruction

Messages 153 6-3 Direct Claims and Complaints 159 6-4 Adjustment Messages 163 6-5 Goodwill Messages 166

Summary of Learning Outcomes 170 Chapter Review 171

Critical Thinking 172 Writing Improvement Exercises 173 Activities and Cases 177 Grammar/Mechanics Checkup 6 183 Editing Challenge 6 184 Communication Workshop 185

8 Persuasive Messages 219 8-1 Understanding Persuasion in a Social

and Mobile Age 219 8-2 Planning and Writing Persuasive

Requests 221 8-3 Writing Effective Persuasive Claims

and Complaints 222 8-4 Crafting Persuasive Messages in Digital Age

Organizations 224 8-5 Creating Effective Sales Messages in Print

and Online 228

Summary of Learning Outcomes 237 Chapter Review 238 Critical Thinking 239 Writing Improvement Exercises 239 Radical Rewrites 240 Activities and Cases 243 Grammar/Mechanics Checkup 8 248 Editing Challenge 8 249 Communication Workshop 250

Unit 4 Business Reports and Proposals—Best Practices

9-1 Preparing Reports in the Digital Age 252 9-2 Report Formats and Heading Levels 256 9-3 Identifying the Problem, Defining

the Purpose, and Collecting Data 259 9-4 Preparing Short Informational Reports 262 9-5 Preparing Short Analytical Reports 268

Summary of Learning Outcomes 276 Chapter Review 277

Critical Thinking 278 Activities and Cases 278 Grammar/Mechanics Checkup 9 281 Editing Challenge 9 283 Communication Workshop 284

9 Informal reports 252

7 negative Messages 186 7-1 Communicating Negative News

Effectively 186 7-2 Analyzing Negative News Strategies 187 7-3 Composing Effective Negative

Messages 191 7-4 Refusing Typical Requests and Claims 197 7-5 Managing Bad News Within

Organizations 201

Summary of Learning Outcomes 206 Chapter Review 207

Critical Thinking 208 Writing Improvement Exercises 208 Radical Rewrites 210 Activities and Cases 211 Grammar/Mechanics Checkup 7 216 Editing Challenge 7 217 Communication Workshop 218

viii Contents

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10-1 Preparing Business Proposals 285 10-2 Preparing Formal Business Reports 291 10-3 Collecting Information Through Primary and

Secondary Research 294 10-4 Documenting Information 300 10-5 Incorporating Meaningful Visual Aids

and Graphics 303 10-6 Understanding Formal Report

Components 308

Summary of Learning Outcomes 312 Chapter Review 313 Critical Thinking 314 Activities and Cases 315 Grammar/Mechanics Checkup 10 320 Editing Challenge 10 321 Communication Workshop 322

10 Proposals and formal reports 285

11 Professionalism at work: Business Etiquette, Ethics, Teamwork, and Meetings 326

11-1 Developing Professionalism and Business Etiquette Skills at the Office and Online 326

11-2 Communicating Face-to-Face on the Job 330 11-3 Following Professional Telephone and Voice

Mail Etiquette 335 11-4 Adding Value to Professional Teams 338 11-5 Planning and Participating in Face-to-Face

and Virtual Meetings 343

Summary of Learning Outcomes 350 Chapter Review 351 Critical Thinking 353 Activities and Cases 353 Grammar/Mechanics Checkup 11 358 Editing Challenge 11 360 Communication Workshop 361

Unit 5 Professionalism, Teamwork, Meetings, and Speaking Skills

Contents ix

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12 Business Presentations 362 12-1 Creating Effective Business

Presentations 362 12-2 Organizing Content to Connect

With Audiences 365 12-3 Understanding Contemporary Visual

Aids 371 12-4 Preparing Engaging Multimedia

Presentations 374 12-5 Polishing Your Delivery and Following

Up 380

Summary of Learning Outcomes 384 Chapter Review 385 Critical Thinking 386 Activities and Cases 386 Grammar/Mechanics Checkup 12 392 Editing Challenge 12 394 Communication Workshop 395

x Contents

13 The Job Search, résumés, and Cover Messages 398

14 Interviewing and following up 444

13-1 Job Searching in the Digital Age 398 13-2 Developing a Job-Search Strategy Focused on

the Open Job Market 402 13-3 Unlocking the Hidden Job Market

With Networking 404 13-4 Customizing Your Résumé 409 13-5 Using Digital Tools to Enhance Your Job

Search 421 13-6 Cover Messages—Do They Still Matter? 425

Summary of Learning Outcomes 433 Chapter Review 435 Critical Thinking 436 Radical Rewrites 436 Activities and Cases 438 Grammar/Mechanics Checkup 13 441 Editing Challenge 13 442 Communication Workshop 443

14-1 Interviewing Effectively in Today’s Competitive Job Market 444

14-2 Before the Interview 448 14-3 During the Interview 452 14-4 After the Interview 462 14-5 Preparing Additional Employment

Documents 465

Summary of Learning Outcomes 468 Chapter Review 470

Critical Thinking 471 Radical Rewrites 472 Activities and Cases 473 Grammar/Mechanics Checkup 14 479 Editing Challenge 14 480 Communication Workshop 481

Unit 6 Employment Communication

appendixes Appendix A Document Format Guide A-1 Appendix B Documentation Formats B-1 Appendix C Correction Symbols and Proofreading Marks C-1 Appendix D Grammar/Mechanics Handbook D-1

End Matter Notes N-1 Index I-1

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xiAre You Job-Ready?

Employers today often complain that many new graduates are simply not job-ready. As a matter of fact, writing, communication, and other so-called soft skills consistently rank high on recruiters’ wish lists. Most students realize this and chose this class to develop these necessary workplace skills as efficiently and effectively as possible. Essentials of Business Communication is the tool to make this happen.

This time-honored, tried-and-true text will guide you in developing the job-readiness you need for the twenty-first century. Essentials highlights best practices and strate- gies backed by leading-edge research to help you develop professionalism, expert writ- ing techniques, workplace digital savvy, and the latest job-search and résumé-building skills.

Yes, you must be literate in all current communication technologies. The good news is that Essentials effectively addresses best practices for social media as well as for mobile technology. You will learn how to build credibility online as well as offline, and understand that writing is central to business success, regardless of the communication channel. It is a foundational skill. Employers want good writers and communicators. This is why Essentials continues to provide grammar exercises and documents for editing and grammar practice that our competitors have abandoned. You need a diversity of skills beyond tech savvy alone—now more than ever!

Guided by traditional rigor, Essentials of Business Communication addresses both contemporary student needs as well as those of instructors.

Perfecting Professionalism The Eleventh Edition emphasizes positive work- place behavior and clearly demonstrates the importance of professionalism. Today’s busi- nesses desire workers who exhibit strong com- munication skills and project positive attitudes. Employers seek team members who can effec- tively work together to deliver positive results that ultimately boost profits and bolster the company’s image. Graduates who possess these highly desirable soft skills excel in today’s challenging job market. In this edi- tion you will discover how to perfect those traits most valued in today’s competitive, mobile, and social workplace.

Are You Job-Ready?

“I picked this text with its excellent resources for our new Business Communication class that was added as a core class in the College of Business. All instructors who teach that class use this text. This is the only course in the university that emphasizes professionalism.” Dr. Mary Kiker, Auburn University, Montgomery

Unprofessional Professional Uptalk, a singsong speech pattern, making sentences sound like questions; like used as a filler; go for said; slang; poor grammar and profanity.

Speech habits

Recognizing that your credibility can be seriously damaged by sounding uneducated, crude, or adolescent.

Sloppy messages with incomplete sentences, misspelled words, exclamation points, IM slang, and mindless chatter. E-mail addresses such as partyanimal@gmail.com, snugglykitty@icloud. com, or hotmama@outlook.com.

E-mail Messages with subjects, verbs, and punctuation, free from IM abbreviations; messages that are concise and spelled correctly even when brief. E-mail addresses that include a name or a positive, businesslike expression.

Suggestive Twitter handles and user names that point to an immature, unhealthy lifestyle. Posts that reveal political, religious, and other personal leanings.

Internet, social media

Real name Twitter handles and user names that don’t sound cute or like chatroom nicknames. Posts in good taste, fit for public consumption.

An outgoing message with strident background music, weird sounds, or a joke message. Voice mail

An outgoing message that states your name or phone number and provides instructions for leaving a message.

Soap operas, thunderous music, or a TV football game playing noisily in the background when you answer the phone.

Telephone presence

A quiet background when you answer the telephone, especially if you are expecting a prospective employer’s call.

Using electronics during business meetings for unrelated purposes or during conversations with fellow employees; raising your voice (cell yell); forcing others to overhear your calls.

Cell phones, tablets

Turning off phone and message notification, both audible and vibrate, during meetings; using your smart devices only for meeting- related purposes.

Sending and receiving text messages during meetings, allowing texting to interrupt face-to- face conversations, or texting when driving.

Texting Sending appropriate business text messages only when necessary (perhaps when a cell phone call would disturb others).

xii Are You Job-Ready?

Developing Expert writing Techniques for a Digital workplace Abundant before-and-after documents with descriptive callouts create a clear road map to perfecting the writing process. These documents demonstrate how to apply expert writing techniques, as well as high- light the critical significance of the revision process.

“I really love Essentials of Business Communication for my students. I’m always alarmed at how poor their grammar and writing skills are, and this is one of the few books that addresses those skills effectively.” Shawnna Patterson, Chemeketa Community College, Salem Oregon

Chapter 6: Positive and Neutral Messages 159

failures (we are no longer using and many mix-ups in the past), Brian revised his message to explain constructively how reporting should be handled.

When writing messages that deliver instructions, be careful of tone. Today’s managers and team leaders seek employee participation and cooperation. These goals can’t be achieved, though, if the writer sounds like a dictator. Avoid making accusa- tions and fixing blame. Rather, explain changes, give reasons, and suggest benefits to the reader. Assume that employees want to contribute to the success of the organiza- tion and to their own achievement. Notice in the Figure 6.4 revision that Brian tells readers that they will save time and reduce mix-ups if they follow the new method.

6.3 Direct Claims and Complaints In business, things can and do go wrong—promised shipments are late, warrantied goods fail, and service is disappointing. When consumers must lodge a complaint or when they need to identify or correct a wrong, the message is called a claim. Because straightforward claims are those to which you expect the receiver to agree readily, use a direct approach, as shown in the following writing plan.

LEaRning OUtCOME 3 Prepare messages that make direct claims and voice complaints, including online posts.

Direct Claims

OPEning: Describe clearly the desired action. BODy: Explain the claim, tell why it is justified, and provide details

describing the desired action. CLOSing: End pleasantly with a goodwill statement, and include an end date

and action request, if appropriate.

Increasingly, consumers resort to telephone calls, they e-mail their claims, or—as we have seen—they vent their peeves in online posts. Large companies can afford to employ social media specialists who monitor and respond to comments. However, small and midsized businesses often have few options other than Google Alerts and their own limited forays into social networking.

This is why in an age of digital communication, claims written as letters of complaint still play an important role even as they are being replaced by telephone calls, e-mails, and social media posts. Depending on the circumstances, letters more convincingly establish a record of what happened. Some business communicators opt for letters they can either attach to e-mail messages or fax. Regardless of the channel, straightforward claims use a direct approach. Claims that require a per- suasive response are presented in Chapter 8.

6-3a Stating a Clear Claim in the Opening When you, as a consumer, have a legitimate claim, you can expect a positive response from a company. Smart businesses want to hear from their customers. They know that retaining a customer is far less costly than recruiting a new customer.

Open your claim with a compliment, a point of agreement, a statement of the problem, a brief review of action you have taken to resolve the problem, or a clear statement of the action you want. You might expect a replacement, a refund, a new order, credit to your account, correction of a billing error, free repairs, or cancella- tion of an order. When the remedy is obvious, state it immediately (Please correct an erroneous double charge of $59 to my credit card for Laplink migration software. I accidentally clicked the Submit button twice).

86494_ch06_hr_150-185.indd 159 9/5/17 7:51 PM

Emphasizing Grammar and writing fundamentals Throughout the text, proven learning features help you review and rebuild vital basic grammar skills. In every chapter Grammar/Mechanics Checkups system-

atically review the fundamentals and are keyed to an authoritative and streamlined Grammar/ Mechanics Handbook. Editing Challenge and Radical Rewrite exercises also provide innu- merable opportunities for you to sharpen your grammar, punctuation, spelling, capitalization, and writing skills by editing typical business documents.

applying Strategic writing Plans Original business message writing plans, initially created by author Mary Ellen Guffey and expanded in this edition, provide efficient step-by-step instructions that enable you to overcome fear and start writing quickly and confidently. The Eleventh Edition now offers ten sets of writing plans that cover a variety of business situations. This signature feature of Essentials is especially important for novice writers who lack business experi- ence and composition training.

110 Chapter 4: Revising Business Messages

grammar/mechanics Checkup 4

Adjectives and Adverbs Review Sections 1.16 and 1.17 of the Grammar/Mechanics Handbook. Then select the correct form to complete each of the following statements. Record the appropriate G/M section and letter to illustrate the principle involved. When you finish, compare your responses with those provided at the bottom of the page. If your answers differ, study carefully the principles shown in parentheses.

b (1.17e) ExamplE Surprisingly, most of the (a) twenty year old, (b) twenty-year-old equipment is

still working. b (1.17e) 1. The newly opened restaurant offered many (a) tried and true, (b) tried-and-true menu items.

b (1.17c) 2. Although purchased twenty years ago, the equipment still looked (a) brightly, (b) bright.

a (1.17e) 3. The committee sought a (a) cost-effective, (b) cost effective solution to the continuing problem.

b (1.17d) 4. How is the Shazam app able to process a song so (a) quick, (b) quickly?

a (1.16) 5. Of the two plans, which is (a) more, (b) most comprehensive?

a (1.17e) 6. Employees may submit only (a) work-related, (b) work related expenses to be reimbursed.

b (1.17g) 7. Amy and Marusia said that they’re planning to open (a) there, (b) their own business next year.

b (1.17e) 8. Haven’t you ever made a (a) spur of the moment, (b) spur-of-the-moment decision?

a (1.17e) 9. Not all decisions that are made on the (a) spur of the moment, (b) spur-of-the-moment turn out badly.

a (1.17e) 10. The committee offered a (a) well-thought-out, (b) well thought out plan to revamp online registration.

b (1.17e) 11. You must complete a (a) change of address, (b) change-of-address form when you move.

a (1.16) 12. Employment figures may get (a) worse, (b) worst before they get better.

b (1.17b) 13. I could be more efficient if my printer were (a) more nearer, (b) nearer my computer.

a (1.17c) 14. Naturally, our team members felt (a) bad, (b) badly when our project was canceled.

b (1.17d) 15. The truck’s engine is certainly running (a) smooth, (b) smoothly after its tune-up.

1. b (1.17e) 2. b (1.17c) 3. a (1.17e) 4. b (1.17d) 5. a (1.16) 6. a (1.17e) 7. b (1.17g) 8. b (1.17e) 9. a (1.17e) 10. a (1.17e) 11. b (1.17e) 12. a (1.16) 13. b (1.17b) 14. a (1.17c) 15. b (1.17d)

86494_ch04_hr_087-112.indd 110 9/11/17 2:16 PM

xiiiAre You Job-Ready?

learning workplace Best Practices Most students arrive in the classroom with some work experience and technology skills, but many are not aware of what businesses expect of them when they use digital tools. The Eleventh Edition provides comprehensive guidance in the professional use of e-mail, texting, instant messaging, blogging, and social media. You will master best practices that clearly demonstrate how to avoid damaging your career or hurting your employers’ reputation with careless online behavior.

• Don’t write in another channel—such as IM, social media, or a phone call—might work better. • Send only content you would want to be published. • Write compelling subject lines, possibly with names and dates: Jake: Can You Present at January 10 Staff Meeting?

• Scan all e-mails, especially those from the same person. Answer within 24 hours or say when you will. • Change the subject line if the topic changes. Check the threaded messages below yours. • Practice down-editing; include only the parts from the incoming e-mail to which you are responding. • Start with the main idea. • Use headings and lists.

• Obtain approval before forwarding. • Soften the tone by including a friendly opening and closing. • Resist humor and sarcasm. Absent facial expression and tone of voice, humor can be misunderstood. • Avoid writing in all caps, which is like SHOUTING.

• End with due dates, next steps to be taken, or a friendly remark. • Add your full contact information including social media addresses. • Edit your text for readability. Proofread for typos or unwanted auto-corrections. • Double-check before hitting Send.

Getting Started Replying Observing Etiquette Closing Effectively

Don’t spread rumors, gossip, and negative defamatory comments. Because all digital information is subject to discovery in court, avoid unprofessional content and conduct, including complaints about your employer, customers, and employees.

Don’t download and share cartoons, video clips, photos, and art. Businesses are liable for any recorded digital content regardless of the medium used.

Don’t open unfamiliar attachments. Attachments with executable files or video files may carry viruses, spyware, or other malware (malicious programs).

Don’t download free software and utilities to company machines. Employees can unwittingly introduce viruses, phishing schemes, and other cyber bugs.

Don’t store your music and photos on a company machine (or server) and don’t watch streaming videos. Capturing precious company bandwidth for personal use is a sure way to be shown the door.

Don’t share files, and avoid file-sharing services. Clarify whether you may use Google Docs and other services that offer optional file sharing. Stay away from distributors or pirated files such as LimeWare.

Learn your company’s rules. Some companies require workers to sign that they have read and understand Internet and digital media use policies. Being informed is your best protection.

Avoid sending personal e-mail, instant messages, or texts from work. Even if your company allows personal use during lunch or after hours, keep it to a minimum. Better yet, wait to use your own electronic devices away from work.

Separate work and personal data. Keep information that could embarrass you or expose you to legal liability on your personal storage devices, on hard drives, or in the cloud, never on your office computer.

Be careful when blogging, tweeting, or posting on social networking sites. Unhappy about not receiving a tip, a Beverly Hills waiter lost his job for tweeting disparaging remarks about an actress. Forgetting that his boss was his Facebook friend, a British employee was fired after posting, “OMG, I HATE MY JOB!” and calling his supervisor names.

Keep sensitive information private. Use privacy settings, but don’t trust the “private” areas on Facebook, Twitter, Flickr, and other social networks.

Avoid pornography, sexually explicit jokes, or inappropriate screen savers. Anything that might poison the work environment is a harassment risk and, therefore, prohibited.

Avoid questionable content, personal documents, and file sharing

Know workplace policies and use media only for work-related purposes

DON’TS DOs

using Digital Media like a Pro: Dos and Don’ts

• Fact check. • Earn your readers’ trust. • Credit your sources. • Apply the inverted pyramid. • Edit, edit, edit. • Proof, proof, proof.

Applying the Five Journalistic Ws to Blogs

Big Idea First Who? What? When? Why? How?

Key Facts Explanations

Evidence Examples Background

Details

writing a Captivating Blog

Developing Digital Skills Regardless of the communication channel, writing proficiency is a must in a workplace dominated by mobile technology and social media. Technology and writing skills go hand in hand in today’s professional environment of success. For this reason, Essentials provides how-to instructions and best practices for today’s digital workplace while also emphasizing good writing and professional- ism. This focus is rooted in the belief that today’s communicators and their skills are on display 24/7. Credibility takes significant time to build but is easy to lose in an instant.

xiv Are You Job-Ready?

Analyze Yourself

Develop a Job-Search Strategy

Create a Customized

Résumé

Know the Hiring Process

▪ Identify your interests and goals. ▪ Assess your qualifications. ▪ Explore career opportunities.

▪ Search the open job market. ▪ Pursue the hidden job market. ▪ Cultivate your online presence. ▪ Build your personal brand. ▪ Network, network, network!

▪ Choose a résumé style. ▪ Organize your info concisely. ▪ Tailor your résumé to each position. ▪ Optimize for digital technology.

▪ Submit a résumé, application, or e-portfolio. ▪ Undergo screening and hiring interviews. ▪ Accept an offer or reevaluate your progress.

Conducting a Successful Job Search

writing online reviews and Complaints Social media posts have a way of ending up in the wrong hands, making vicious complainers seem irrational. In this edition you learn to write well-considered private social media messages as well as professional responses that increase the credibility and reputation of employers.

Establish your credibility.

Check posting rules.

Provide balanced reviews.

Consider the reach and permanence of posts.

• Zero in on your objective and make your comment as concise as possible. • Focus only on the facts and be able to support them.

• Understand what’s allowed by reading the terms and conditions on the site. • Keep your complaint clean, polite, and to the point.

• To be fair, offset criticism with positives to show that you are a legitimate consumer. • Suggest improvements even in glowing reviews; all-out gushing is suspicious and not helpful.

• Know that your review may be posted inde�nitely, even if you change your mind and modify a post later.

• Be open; even anonymous comments can be tracked down. Privacy policies do not protect writers from subpoenas.

Accept offers to help.

• Reply if a business offers to help or discuss the problem; update your original post as necessary.

Refuse payment for favorable critiques.

• Never accept payment to change your opinion or your account of the facts. • Comply with requests for a review if you are a satisfied customer.

“I was blown away by the exceptional personal service from the author. All of the Guffey supplementary materials are unbelievably helpful. This is one author who works hard to make me look good in my classes.” Staci Groeschell, South Puget Sound Community College, Olympia,

Washington One of the most important chapters in the book, Chapter 13 updates you on the latest trends, technologies, and practices affecting today’s job search, résumés, and cover letters. Thorough revi- sions will prepare you for a labor market that is more competitive, more social, more mobile, and more dependent on technology than ever before. You will learn how to network, employ current technologies, build your own brand, and prepare an effective LinkedIn profile. Many annotated résumé models will guide you in creating and sending customized résumés that appeal to both applicant tracking systems and human readers.

Essentials of Business Communication, 11E helps ensure that you will have the finely honed writing and communication skills and contemporary digital understanding for exceptional job success.

finding a Job in Today’s Challenging Job Market

Mobile technologies are on the rise.

Candidates use apps to apply for jobs, and recruiters use mobile devices to post jobs, contact candidates, and forward résumés to colleagues.

Networking— it’s whom you know.

Recruiters say their best job candidates come from referrals. Now, more than ever, you need to be proactive in making professional connections.

Communication and interpersonal skills are in high demand.

Sales and marketing careers are booming, and these careers demand writing, speaking, and team skills.

Social media presence is a must.

Those who haven’t developed a social media presence may be left in the dust.

It’s all digital.

Today candidates e-mail their résumés, post them to Internet job boards, or publish them on their own Web pages.

Résumés must please scanners and skimmers.

Overwhelmed with candidates, recruiters hurriedly skim résumés preselected by scanning devices.

xvAre You Job-Ready?

▪ Use a portfolio or blog template. ▪ Design your own website. ▪ Host at a university or private site. ▪ Publish its URL in your résumé

and elsewhere.

▪ Relevant course work ▪ Updated résumé, cover message ▪ Real work examples ▪ Recommendations ▪ Images, links, or whatever

showcases your skills

▪ Demonstrate your technology skills. ▪ Support and extend your résumé. ▪ Present yourself in a lively format. ▪ Make data instantly accessible. ▪ Target a specific job.

What goes in it?

How to make and publish it?Why create a

career e-portfolio?

Create your own tagline. Briefly describe what distinguishes you, such as Talented at the Internet; Working harder, smarter; Super student, super worker; Love everything digital; Ready for a challenge; Enthusiasm plus fresh skills.

Build a powerful online presence. Prepare a strong LinkedIn profile dictating what comes up when people Google your name. Consider adding Facebook and Twitter profile pages. Be sure all sites promote your brand positively.

M Y

BRAN D

Y BR AN

Distribute a business card. Include your name, tagline, and an easy-to-remember e-mail address. If you feel comfortable, include a professional headshot photo. Distribute it at all opportunities.

Prepare an elevator speech. In 60 seconds, you need to be able to describe who you are and what problems your skills can solve. Tweak your speech for your audience, and practice until it feels natural.

4 Ways for Grads to Stand Out

Branding You

Y BR AN

Developing your own Brand using linkedIn to land a Job

Making a Career E-Portfolio

why are Instructors Such Great fans of Essentials of Business Communication?

In Their words. . . “As an experienced instructor teaching business communication for the first time, I want to praise the layout and clear instructions provided for Essentials of Business Communication. Getting to know a textbook usually takes a lot of time, but I read the Instructor’s Manual, and it helped me prepare quickly for my class and get me up to speed—without having to spend valuable time learning how to present the material. The ‘how-to’ instructions for Essentials of Business Communication gave me a comfort level that would otherwise have taken several semesters.” Danielle Shaker, Naugatuck Valley Community College and Post

University, Waterbury, CT

“One year I decided to try a business communication textbook from another publisher, but I immediately returned to the Guffey text this year. The quality of the content and support resources for Essentials of Business Communication just can’t be matched.” Laurie Johnson, Manhattan Area Technical College, Manhattan,

Kansas

“I am astounded at the resources for the instructor. Last quarter, I had to create the examples and documents for revision and business scenarios for document creation. Thanks for allowing me to spend time on planning and instruction rather than on creating quizzes, tests, worksheets, and PowerPoint presentations.” Beverly Miller, Miller-Motte Technical College, Lynchburg, VA

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xvi Appreciation for Support

Penny A. Braboy Thomas More College

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Sincere appreciation to Previous reviewers We continue to celebrate and remember the following reviewers who over the years have contributed their exper- tise in helping create a remarkably successful textbook:

Faridah Awang Eastern Kentucky University

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Patricia Beagle Bryant & Stratton Business Institute

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Appreciation for Support

No successful textbook reaches a No. 1 position without a great deal of help. We are exceedingly grateful to the reviewers and other experts who contributed their pedagogic and academic expertise in shaping the many edi- tions of Essentials of Business Communication.

We extend sincere thanks to outstanding professionals at Cengage Learning, including Erin Joyner, senior vice president, Higher Education; Michael Schenk, vice president, Product Management; Heather Mooney, product manager, Business Communication; John Rich, content development manager; Eric Wagner, marketing manager; Bethany Bourgeois, senior art director; and Kim Kusnerak, senior content project manager. We are also grateful to Crystal Bullen, DPS Associates, who ensured premier quality and excellent accuracy throughout the publishing process. Our very special thanks go to Bethany Sexton, content developer, for her meticulous planning, project management, and always-helpful assistance.

For their expertise in creating superior instructor and student support materials, our thanks go to Jane Flesher, Chippewa Valley Technical College; Carol Hart, Columbus State Community College; Nicole Adams, University of Dayton; Janet Mizrahi, University of California, Santa Barbara; Kathleen Bent, Cape Cod Community College; Susan Schanne, Eastern Michigan University; and Thanakorn Kooptaporn, California State University, Fullerton.

Heartfelt Thanks to recent reviewers We are especially grateful to the following instructors who offered significant relevant suggestions from their hands-on classroom experience in teaching from Essentials of Business Communication:

xviiAppreciation for Support

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xviii Appreciation for Support

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xixAbout the Authors

About the Authors

Dr. Mary Ellen Guffey A dedicated professional, Mary Ellen Guffey has taught business com- munication and busi- ness English topics for over thirty-five years. She received a bachelor’s degree, summa cum laude, from Bowling Green State University; a master’s degree from the University of Illinois, and

a doctorate in business and economic education from the University of California, Los Angeles (UCLA). She has taught at the University of Illinois, Santa Monica College, and Los Angeles Pierce College.

Now recognized as the world’s leading business communication textbook author, Dr. Guffey cor- responds with instructors around the globe who are using her books. She is the founding author of the award-winning Business Communication: Process and Product, the leading business communication text- book in this country. She also wrote Business English, which serves more students than any other book in its field; Essentials of College English; and Essentials of Business Communication, the leading text/workbook in its market. Dr. Guffey is active professionally, serv- ing on the review boards of the Business and Profes- sional Communication Quarterly and the Journal of Business Communication, publications of the Associa- tion for Business Communication. She participates in national meetings, sponsors business communication awards, and is committed to promoting excellence in business communication pedagogy and the develop- ment of student writing skills.

Dr. Dana loewy Dana Loewy taught business communica- tion at California State University, Fullerton for nineteen years. Previ- ously, she also worked as a composition instructor at various Los Angeles area community colleges, thus reaching a solid quarter century of com-

bined experience teaching writing. Dr. Loewy has also lectured abroad, for example, at Fachhochschule Nürtingen, Germany. Having earned a PhD from the University of Southern California in English with a focus on translation, she is a well-published free- lance translator, interpreter, and textbook author. Dr. Loewy has collaborated with Dr. Guffey on recent editions of Business Communication: Pro- cess & Product as well as on Essentials of Business Communication.

Fluent in several languages, among them German and Czech, her two native languages, Dr. Loewy has authored critical articles in many areas of interest— literary criticism, translation, business communica- tion, and business ethics. Active in the Association for Business Communication, Dr. Loewy is now focus- ing on her consulting practice. Most recently she has advised a German bank and a California-based non- profit organization on communication strategy and effective writing techniques. Dana is also a business etiquette consultant certified by The Protocol School of Washington.

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Chapter 1 Succeeding in the Social and Mobile Workplace

1Business Communication in the Digital Age

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2 Chapter XX: Lorem IpsumChapter 1: Succeeding in the Social and Mobile Workplace

1 C h a p t e r

1-1 Mastering the Tools for Success in the Twenty-First-Century Workplace

What kind of workplace will you enter when you graduate, and which skills will you need to be successful in it? Expect a fast-paced, competitive, and highly connected digital environment. Communication technology provides unmatched mobility and connects individuals anytime and anywhere in the world. Today’s communicators interact using multiple mobile electronic devices and access information stored in remote locations, in the cloud. This mobility and instant access explain why

Learning Outcomes After studying this chapter, you should be able to do the following:

1 Describe how strong communication skills will improve your career out- look, strengthen your credi- bility, and help you succeed in today’s competitive digi- tal age marketplace.

2 Confront barriers to effective listening, and start building your listening skills.

3 Explain the features of nonverbal communication, and recognize the impor- tance of improving your non- verbal communication skills.

4 Name five common dimensions of culture, and understand how culture influ- ences communication and the use of social media and communication technology.

5 Discuss strategies that help communicators over- come negative cultural attitudes and prevent miscommunication in today’s diverse, mobile, social-media-driven workplace.

Succeeding in the Social and Mobile Workplace

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Chapter 1: Succeeding in the Social and Mobile Workplace 3

increasing numbers of workers must be available practically around the clock and must respond quickly. Your communication skills will always be on display and will determine your credibility.

This first chapter presents an overview of communication in business today. It addresses the contemporary workplace, listening skills, nonverbal communication, the cultural dimensions of communication, and intercultural job skills. The remain- der of the book is devoted to developing specific writing and speaking skills.

1-1a Strong Communication Skills: Your Key to Success Effective writing skills can be a stepping-stone to great job opportunities; poorly developed writing skills, on the other hand, will derail a career. When competition is fierce, superior communication skills will give you an edge over other job applicants. In survey after survey, recruiters place communication high on their wish lists.1 In one recent study, employers ranked writing and oral communication among the five top attributes in job seekers, after teamwork and problem-solving skills.2 Your ability to communicate is a powerful “career sifter.”3 Strong communication skills will make you marketable even in a challenging economic climate.

Perhaps you are already working or will soon apply for your first job. How do your skills measure up? The good news is that you can learn effective communication. This textbook and this course can immediately improve your communication skills. Because the skills you are learning will make a huge difference in your ability to find a job and to be promoted, this will be one of the most important courses you will ever take.

1-1b The Digital Revolution: Why Communication Skills Matter More Than Ever

Since information technology, mobile devices, and social media have transformed the workplace, people in today’s workforce communicate more, not less. Thanks to technology, messages travel instantly to distant locations, reaching potentially huge audiences. Work team members can collaborate across vast distances. Moreover, social media are playing an increasingly prominent role in business. In such a hyper- connected world, writing matters more than ever. Digital media require “much more than the traditional literacy of yesterday,” and workers’ skills are always on display.5

As a result, employers seek employees with a broader range of skills and higher levels of knowledge in their field than in the past; hiring standards are increas- ing.6 Educators are discussing “essential fluencies”—twenty-first-century skills that include analytical thinking, teamwork, and multimedia-savvy communication.7 Pew Research found that 90 percent of the Americans polled consider communication the No. 1 skill for a successful life.8 Billionaire entrepreneur Richard Branson concurs, calling communication “the most important skill any leader can possess.”9 Further- more, jobs relying heavily on people skills such as communication are less likely to be killed by automation and will offer the most opportunities in the future.10

Skills Gap. Unfortunately, a great number of workers can’t deliver. More than half of the respondents in an employer survey criticized applicants for their lack of com- munication, interpersonal, and writing skills. Staffing company Adecco reported that 44 percent of its respondents cited a similar skills gap.11 Recruiters agree that regardless of the workplace media used, “the ability to communicate an idea, with force and clarity” and with a unique voice is sorely needed.12 In a PayScale study, 44 percent of bosses felt new graduates lacked writing skills as well as critical- thinking and problem-solving skills (60 percent).13

Communication and Employability. Not surprisingly, many job listings require excellent oral and written communication skills. An analysis of 2.3 million LinkedIn profiles revealed that oral and written communication skills were by a large margin the top skill set sought, followed by organization, teamwork, and punctuality.14 In

“Communicating clearly and effectively has NEVER been more important than it is today. Whether it’s fair or not, life-changing critical judgments about you are being made based solely on your writing ability.”4

Victor Urbach, management consultant

LEaRninG OuTCOME 1 Describe how strong communication skills will improve your career outlook, strengthen your credibility, and help you succeed in today’s competitive digital age marketplace.

Note: Small superscript numbers in the text announce information sources. Full citations are near the end of the book. This edition uses a modified American Psychological Association (APA) reference format.

4 Chapter 1: Succeeding in the Social and Mobile Workplace

addition, as you will learn in later chapters, recruiters will closely examine your online persona to learn about your communication skills and professionalism. Natu- rally, they will not hire candidates who write poorly or post inappropriate content.15 Your reputation and personal credibility are vital assets you must guard.

Techies Write Too. Even in technical fields such as accounting and information technology, you will need strong communication skills. A researcher suggests that “The days of being able to plug away in isolation on a quantitative problem and be paid well for it are increasingly over.”16 In an economy relying on innovation, generating ideas isn’t enough; they must be communicated clearly, often in writing.17 A recruiter in the high-tech industry explains, “Communication is KEY. You can have all the financial tools, but if you can’t communicate your point clearly, none of it will matter.”18 A poll of nearly 600 employers showed that they are looking for “communicators with a capital C,” people who offer superb speaking, writing, listening, presentation, persuasion, and negotiation skills.19

Writing is in Your Future. Regardless of career choice, you will probably be send- ing many digital messages, such as the e-mail shown in Figure 1.1. Because electronic mail and other digital media have become important channels of communication

Figure 1.1 Businesslike, Professional E-Mail Message

Uses precise sub- ject line to convey key information quickly

Announces most important idea fi rst with minimal back- ground information

Provides details about meeting with transition to action requests

Closes by telling where to fi nd addi- tional information; also expresses appreciation

To: From: Date: Subject:

Send

To: Customer Service Improvement Team

From: Samuel D. Hidalgo

Subject: Social Media Strategy Meeting: Wednesday, February 7

Hi, Team,

As recommended at our last meeting, I have scheduled an e-marketing and social media specialist to speak to us about improving our social media responses. Social media consultant Alexis Johnston, founder of Apexx Marketing Solutions, has agreed to discuss ways to turn our social media presence into a competitive advantage. Mark your calendars for the following:

Social Media Strategy Meeting Wednesday, February 7, 11 a.m. to 3 p.m. Conference Room

In previous meetings our team acknowledged that customers are increasingly turning to our website, blogs, and Facebook pages to locate information, seek support, and connect with us. However, we are experiencing problems in responding quickly and effectively. Ms. Johnston promises to address these concerns. She will also tell us whether we need to establish a presence in additional social media networks. Ms. Johnston will help us decide whether we should hire an in-house social media manager or pay for an external service. To make this meeting most productive, she asks that each team member submit at least three questions or problem areas for discussion.

Action Requests:

• Please send three discussion questions to Alan (alan.wong@tekmagik-services .com) by February 2 at 5 p.m. so that he can relay them to Ms. Johnston.

• Because we will be ordering box lunches for this meeting, please make your selection on the intranet before February 2.

If you have any questions, drop by my offi ce or send a note. Thanks for your continued efforts to improve our customer service!

Sam

Samuel D. Hidalgo Director, Customer Service

Starts with casual greeting to express friendliness

Sets off meeting information for easy recognition and retrieval

Bullets action

Because this doc- ument shows an internal e-mail, a full signature block is not necessary. Co- workers tend to be connected on the same e-mail system and can easily find one another. E-mails to external audiences require a signature block with full contact information.

requests and places them near message end where readers expect to fi nd them

Options... HTML

Chapter 1: Succeeding in the Social and Mobile Workplace 5

in today’s workplace, all digital business messages must be clear, concise, and pro- fessional. Notice that the message in Figure 1.1 is more businesslike and more pro- fessional than the quick text or e-mail you might send socially. Learning to write professional digital messages will be an important part of this course.

1-1c What Employers Want: Professionalism Your future employer will expect you to show professionalism and possess what are often referred to as soft skills in addition to your technical knowledge. Soft skills are essential career attributes that include the ability to communicate clearly, get along with coworkers, solve problems, and take initiative.20 A PayScale study found that employers considered writing proficiency an indispensable hard skill.21 In a Wall Street Journal survey of nearly 900 executives, 92 percent said that soft skills are equally important or more important than technical skills. As a tech sector recruiter put it, “Communications, teamwork, and interpersonal skills are critical— everything we do involves working with other people.”22

Not every job seeker is aware of the employer’s expectations. Some new-hires have no idea that excessive absenteeism or tardiness is grounds for termination. Oth- ers are surprised to learn that they are expected to devote their full attention to their duties when on the job. One frustrated Washington, D.C., restaurateur advertised for workers with “common sense.” She said “I can teach somebody how to cook soup. But it’s hard to teach someone normal manners, or what you consider work ethic.”23

Projecting and maintaining a professional image can make a real difference in helping you obtain the job of your dreams. Once you get that job, you are more likely to be taken seriously and promoted if you look and sound professional. Don’t send the wrong message and risk losing your credibility with unwitting and unprofes- sional behavior. Figure 1.2 reviews areas you will want to check to be sure you are projecting professionalism. You will learn more about soft skills and professionalism in Chapter 11. The Communication Workshop at the end of this chapter will help you explore your future career and the need for soft skills.

1-1d How Your Education May Determine Your income As college tuition rises steeply and student debt mounts, you may wonder whether going to college is worthwhile. Yet the effort and money you invest in earning your college degree will most likely pay off. College graduates earn more, suffer less unemployment, and can choose from a wider variety of career options than workers without a college education. Moreover, college graduates have access to the highest- paying and fastest-growing careers, many of which require a degree.25 As Figure 1.3 shows, graduates with bachelor’s degrees earn nearly three times as much as high school dropouts and are almost four times less likely to be unemployed.26

Writing is one aspect of education that is particularly well rewarded. One corpo- rate president explained that many people climbing the corporate ladder are good. When he faced a hard choice between candidates, he used writing ability as the deciding factor. He said that sometimes writing is the only skill that separates a candidate from the competition. A survey of employers confirms that soft skills such as communication ability can tip the scales in favor of one job applicant over another.27 Your ticket to winning in a competitive job market and launching a suc- cessful career is good communication skills.

1-1e Confronting the Challenges of the information age Workplace

The workplace is changing profoundly and rapidly. As a businessperson and as a business communicator, you will be affected by many trends, including communica- tion technologies such as social media, expectations of around-the-clock availability, and team projects. Other trends include flattened management hierarchies, global

“In a survey conducted by PwC, CEOs cited ‘ curiosity’ and ‘open- mindedness’ as traits that are becoming increasingly critical. Today’s star employees need the full package: hard or technical skills backed up with soft skills and emotional intel- ligence. It isn’t enough to say you’re good with people, a resume catch- phrase that’s become empty jargon.”24

Dennis Yang, chief executive officer of Udemy

6 Chapter 1: Succeeding in the Social and Mobile Workplace

competition, and a renewed emphasis on ethics. The following overview reveals how communication skills are closely tied to your success in a constantly evolving networked workplace. ▪ Social media and changing communication technologies. New communica-

tion technology is dramatically affecting the way workers interact. In our always-connected world, businesses exchange information by e-mail, instant messaging, text messaging, voice mail, powerful laptop computers, netbooks, and smartphones as well as other mobile devices. Satellite communications, wireless networking, teleconferencing, and videoconferencing help workers conduct meetings with associates around the world. Social media sites such as Facebook, Twitter, Instagram, and YouTube as well as blogs, wikis, forums, and peer-to-peer tools help businesspeople collect information, serve customers,

Figure 1.2 Projecting Professionalism When You Communicate

Unprofessional Professional Uptalk, a singsong speech pattern, making sentences sound like questions; like used as a filler; go for said; slang; poor grammar and profanity.

Speech habits

Recognizing that your credibility can be seriously damaged by sounding uneducated, crude, or adolescent.

Suggestive Twitter handles and user names that point to an immature, unhealthy lifestyle. Posts that reveal political, religious, and other personal leanings.

Internet, social media

Real name Twitter handles and user names that don’t sound cute or like chatroom nicknames. Posts in good taste, fit for public consumption.

An outgoing message with strident background music, weird sounds, or a joke message. Voice mail

An outgoing message that states your name or phone number and provides instructions for leaving a message.

Soap operas, thunderous music, or a TV football game playing noisily in the background when you answer the phone.

Telephone presence

A quiet background when you answer the telephone, especially if you are expecting a prospective employer’s call.

Using electronics during business meetings for unrelated purposes or during conversations with fellow employees; raising your voice (cell yell); forcing others to overhear your calls.

Cell phones, tablets

Turning off phone and message notification, both audible and vibrate, during meetings; using your smart devices only for meeting- related purposes.

Sending and receiving text messages during meetings, allowing texting to interrupt face-to- face conversations, or texting when driving.

Texting Sending appropriate business text messages only when necessary (perhaps when a cell phone call would disturb others).

Chapter 1: Succeeding in the Social and Mobile Workplace 7

and sell products and services. Figure 1.4 illustrates many technologies you will encounter in today’s workplace.

▪ Anytime, anywhere availability and nonterritorial offices. High-speed and wire- less Internet access has freed millions of workers from nine-to-five jobs in brick- and-mortar offices. Flexible working arrangements allow them to work at home or on the road. Meet the work shifter, a telecommuter or teleworker who largely remains outside the territorial office. The anytime, anywhere office the work shifter needs requires only a smart mobile device and a wireless connection.28 If the self-employed are factored in, teleworkers now represent almost 30 percent of the U.S. working adult population.29 To save on office real estate, some industries provide “nonterritorial” workspaces, or “hot desks.” The first to arrive gets the best desk and the corner window.30 At the same time, 24/7 availability has blurred the line between work and leisure, so that some workers are always on duty.

▪ Self-directed work groups and virtual teams. Teamwork has become a reality in business. Many companies have created cross-functional teams to empower employees and boost their involvement in decision making. You can expect to collaborate with a team in gathering information, finding and sharing solu- tions, implementing decisions, and managing conflict. You may even become part of a virtual team whose members are in remote locations. Increasingly, organizations are also forming ad hoc teams to solve particular problems. Such project-based teams disband once they have accomplished their objectives.31 Moreover, parts of our future economy may rely on “free agents” who will be hired on a project basis in what has been dubbed the gig economy, a far cry from today’s full-time and relatively steady jobs.

▪ Flattened management hierarchies. To better compete and to reduce expenses, businesses have for years been trimming layers of management. This means that as a frontline employee, you will have fewer managers. You will be making decisions and communicating them to customers, to fellow employees, and to executives.

▪ Heightened global competition. Because many American companies continue to move beyond domestic markets, you may be interacting with people from many cultures. To be a successful business communicator, you will need to learn about other cultures. You will also need to develop intercultural skills including sensitivity, flexibility, patience, and tolerance.

▪ Renewed emphasis on ethics. Ethics is once again a hot topic in business. The Great Recession of 2007–2009 was caused largely, some say, by greed and ethi- cal lapses. With the passage of the Sarbanes-Oxley Act, the U.S. government

Figure 1.3 The Education Bonus: Higher income, Lower unemployment

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Figure 1.4 Communication and Collaborative Technologies

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Cloud Computing, Web 2.0, and Beyond Increasingly, applications and data are stored in remote locations online, in the cloud. This ability to store and access data on remote servers is called cloud computing. Cloud computing means that busi- nesses and individuals no longer need to maintain costly hardware and software in-house; instead, they can centralize data on their own remote servers or pay for digital storage space and software applications offered by providers online. Photo- and video-sharing sites such as Instagram, Flickr, and YouTube keep users’ media in the cloud. Similarly, Dropbox, a popular file-synchronization service, and online backup provider Carbonite allow customers to edit and sync files online independent of the device used to access them. Websites and Web applications have shifted from one-way, read-only communication to multidirectional, social, read-write communica- tion. This profound change, dubbed Web 2.0, has allowed workers to participate, collaborate, and network in unprecedented ways. More changes on the horizon include the Internet of things, the storing and making sense of big data, artificial intelligence, and self-driving cars. Continuous automation will make many current jobs obsolete.

Becoming familiar with modern communication technology can help you succeed on the job. Today’s digital workplace is shaped by mobile devices, mobile apps, social media networks, superfast broadband and wireless access, and other technologies that allow workers to share information, work from remote locations, and be more productive in or away from the office. With today’s tools you can exchange

ideas, solve problems, develop products, fore- cast performance, and complete team projects any time of the day or night anywhere in the world.

Wearable Devices The most recent trend in mobile computing is wear- able devices. Fitbit, Google Glass, Apple Watch, and similar accessories do more than track fitness activities. They are powerful mobile devices in their own right that can sync with other smart electronics.

Speech Recognition Computers equipped with speech-recognition software enable users to dictate up to 160 words a minute with accurate transcription. Speech recognition is particularly helpful to disabled workers and to professionals with heavy dictation loads, such as physicians and attorneys. Users can create documents, enter data, compose and send e-mails, browse the Web, and control their notebooks, laptops, and desktops—all by voice. Smart devices can also execute tasks with voice command apps—for example, to dial a call, find a route, or transcribe voice mail.

Open Offices The widespread use of laptop computers, tablets, and other smart devices, wireless technology, and VoIP have led to more fluid, flex- ible, and open workspaces. Smaller computers and flat-screen monitors enable designers to save space with boomerang-shaped workstations and cockpit-style work surfaces rather than space-hogging corner work areas. Smaller breakout areas for impromptu meetings are taking over some cubicle space, and digital databases are replacing file cabinets. Mobile technology allows workers to be fully connected and productive on the go.

Communication Technologies at Work

Communication Technologies

Telephony: VoiP Savvy businesses are switching from traditional phone service to voice over Internet protocol (VoIP). This technology allows callers to communicate using a broad- band Internet connection, thus eliminating long-distance and local telephone charges. Higher-end VoIP systems now support unified voice mail, e-mail, click-to-call capabili- ties, and softphones (Web applications or mobile apps, such as Google Voice, for calling and messaging). Free or low-cost Internet telephony sites, such as the popular Skype and FaceTime, are also increasingly used by businesses, although their sound and image quality is often uneven.

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Videoconferencing Videoconferencing allows participants to meet in special conference rooms equipped with cameras and television screens. Individuals or groups see each other and interact in real time, although they may be far apart. Faster computers, rapid Internet connections, and better cameras now enable 2 to 200 participants to sit at their own computers or mobile devices and share applications, spreadsheets, presentations, and photos. The technology extends from the popular Internet applica- tions Skype and FaceTime to sophisticated videoconferencing software that delivers HD-quality audio, video, and content sharing.

Web Conferencing With services such as GoToMeeting, WebEx, and Microsoft Live Meeting, all you need is a computer or a smart device and an Internet connection to hold a meeting (webinar) with customers or colleagues in real time. Although the functions are constantly evolving, Web conferencing currently incorpo- rates screen sharing, chats, slide presentations, text messaging, and application sharing.

Collaboration With Blogs, Podcasts, and Wikis Businesses use blogs to keep customers and employees informed and to receive feedback. Company news can be posted, updated, and categorized for easy cross-referencing. An audio or video file streamed online or downloaded to a digital music player is called a podcast. A wiki is an Internet or intranet site that allows multiple users to collaboratively create and edit digital files as well as media. Information can get lost in e-mails, but wikis provide an easy way to communicate and keep track of what has been said. Wikis for business include Confluence, eXo Platform, Socialtext, and Jive.

Social Media Broadly speaking, the term social media describes technology that enables participants to connect and share in social networks online. For example, tech-savvy companies and individuals use Twitter to issue up-to-date news, link to their blogs and websites, and announce events and promotions. Microblogging services, such as Twitter and Tumblr, also allow businesses to track what is being said about them and their products. Similarly, businesses use social networks such as Facebook, Instagram, and others to

interact with customers and build their brands. Companies may also prospect for talent using social media networks. Efforts to launch corporate social networks have seen mixed results. So far workers have been slow in embracing SharePoint, Jive, Yammer, Telligent, and similar enterprise- grade collaboration platforms, social networks, and community forums.

Smart Mobile Devices and Digital Convergence Lightweight, ever-smaller devices provide phone, e-mail, Web browsing, and calendar options anywhere there is a cellular or Wi-Fi network. Tablets and smartphones such as Android devices and the iPhone and iPad allow workers to tap into corporate databases and intranets from remote locations. Users can check customers’ files, complete orders, collect payment, and send out receipts without returning to the office. The need for separate electronic gadgets is waning as digital smart devices are becoming multifunctional and highly capable. With streaming video on the Web, connectivity between TVs and computers, and networked mobile devices, technology is converging, consolidating into increasingly powerful devices. Many smart devices today are fully capable of replacing digital point-and-shoot still photography and video cameras. Mobile smart devices are also competing with TVs and computers for primacy.

Electronic Presentations and Data Visualization Business presentations in PowerPoint, Prezi, or Keynote can be projected from a laptop or tablet, or posted online. Sophisticated presentations may include animation, sound effects, digital photos, video clips, or hyperlinks to Internet sites. In some industries, PowerPoint and other electronic slides (decks) are replacing or supplementing traditional hard-copy reports. Data visualization tools such as SAS can help businesses make sense of increasing amounts of complex data.

Mobile apps Mobile apps are the software that enables smartphones to run and accomplish amazing feats. Despite their natural size limitations, mobile apps rival the capabilities of full-fledged software applications on laptops, on desktops, and in the cloud.

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10 Chapter 1: Succeeding in the Social and Mobile Workplace

now requires greater accountability. As a result, businesses are eager to regain public trust by building ethical corporate cultures. Many have written ethical mission statements, installed hotlines, and appointed compliance officers to ensure strict adherence to their high standards and the law.

These trends mean that your communication skills will constantly be on display, and that missteps won’t be easily erased or forgotten. Writers of clear and concise messages contribute to efficient operations and can expect to be rewarded.

1-2 Developing Listening Skills TV and radio host Larry King said, “I remind myself every morning: Nothing I say this day will teach me anything. So if I’m going to learn, I must do it by listening.”32 In an age that thrives on information and communication technology, listening is an important skill. However, by all accounts most of us are not very good listeners. Do you ever pretend to be listening when you are not? Do you know how to look attentive in class when your mind wanders far away? How about tuning out people when their ideas are boring or complex? Do you find it hard to focus on ideas when a speaker’s clothing or mannerisms are unusual?

You probably answered yes to one or more of these questions because many of us have poor listening habits. In fact, some researchers suggest that we listen at only 25 to 50 percent efficiency. Such poor listening habits are costly in business and affect professional relationships. Messages must be rewritten, shipments reshipped, appointments rescheduled, contracts renegotiated, and directions restated. Listen- ing skills are important for career success, organization effectiveness, and worker satisfaction. Numerous studies and experts report that good listeners make good managers and are sought after by recruiters.34

To develop better listening skills, we must first recognize barriers that prevent effective listening. Then we need to focus on techniques for improving listening skills.

1-2a Overcoming Barriers to Effective Listening As you have seen, bad habits and distractions can interfere with effective listening. Have any of the following barriers and distractions prevented you from hearing what has been said? ▪ Physical barriers. You cannot listen if you cannot hear what is being said.

Physical impediments include hearing disabilities, poor acoustics, and noisy surroundings. It is also difficult to listen if you are ill, tired, or uncomfortable.

▪ Psychological barriers. Everyone brings to the communication process a unique set of cultural, ethical, and personal values. Each of us has an idea of what is right and what is important. If other ideas run counter to our preconceived thoughts, we tend to tune out speakers and thus fail to receive their messages.

▪ Language problems. Unfamiliar words can destroy the communication pro- cess because they lack meaning for the receiver. In addition, emotion-laden, or charged, words can adversely affect listening. If the mention of words such as bankruptcy or real estate meltdown has an intense emotional impact, a listener may be unable to focus on the words that follow.

▪ Nonverbal distractions. Many of us find it hard to listen if a speaker is different from what we view as normal. Unusual clothing or speech mannerisms, body twitches, or a radical hairstyle can cause enough distraction to prevent us from hearing what the speaker has to say.

▪ Thought speed. Because we can process thoughts at least three times faster than speakers can say them, we can become bored and allow our minds to wander.

LEaRninG OuTCOME 2 Confront barriers to effective listening, and start building your listening skills.

“Did you know?

• It is estimated that more than 50 percent of our work time is spent listening.

• Immediately fol- lowing a 10-minute presentation, aver- age people retain about half of what they hear and only one quarter after 48 hours.

• Sixty percent of all management prob- lems are related to listening.

• We misinterpret, misunderstand, or change 70 to 90 percent of what we hear.”33

Valarie Washington, CEO, Think 6 Results

Chapter 1: Succeeding in the Social and Mobile Workplace 11

▪ Faking attention. Most of us have learned to look as if we are listening even when we are not. Such behavior was perhaps necessary as part of our socializa- tion. Faked attention, however, seriously threatens effective listening because it encourages the mind to engage in flights of unchecked fancy. Those who fake attention often find it hard to concentrate even when they want to.

▪ Grandstanding. Would you rather talk or listen? Naturally, most of us would rather talk. Because our own experiences and thoughts are most important to us, we often want to grab the limelight in conversations. We may fail to listen carefully when we are just waiting politely for the next pause so that we can have our turn to speak.

1-2b Building Solid Listening Skills You can reverse the harmful effects of poor habits by making a conscious effort to become an active listener. This means becoming involved. You can’t sit back and hear whatever a lazy mind happens to receive. The following keys will help you become an active and effective listener: ▪ Stop talking. The first step to becoming a good listener is to stop talking. Let

others explain their views. Learn to concentrate on what the speaker is saying, not on what your next comment will be.

▪ Control your surroundings. Whenever possible, remove competing sounds. Close windows or doors, turn off TVs and smartphones, and move away from loud people, noisy appliances, or engines. Choose a quiet time and place for listening.

▪ Establish a receptive mind-set. Expect to learn something by listening. Strive for a positive and receptive frame of mind. If the message is complex, think of it as mental gymnastics. It is hard work but good exercise to stretch and expand the limits of your mind.

▪ Keep an open mind. We all sift through and filter information based on our own biases and values. For improved listening, discipline yourself to listen objectively. Be fair to the speaker. Hear what is really being said, not what you want to hear.

▪ Listen for main points. Heighten your concentration and satisfaction by look- ing for the speaker’s central themes. Congratulate yourself when you find them!

▪ Capitalize on lag time. Make use of the quickness of your mind by reviewing the speaker’s points. Anticipate what is coming next. Evaluate evidence the speaker has presented. Don’t allow yourself to daydream. Try to guess what the speaker’s next point will be.

▪ Listen between the lines. Focus both on what is spoken and what is unspoken. Listen for feelings as well as for facts.

▪ Judge ideas, not appearances. Concentrate on the content of the message, not on its delivery. Avoid being distracted by the speaker’s looks, voice, or mannerisms.

▪ Hold your fire. Force yourself to listen to the speaker’s entire argument or message before responding. Such restraint may enable you to understand the speaker’s reasons and logic before you jump to false conclusions.

▪ Take selective notes. In some situations thoughtful notetaking may be neces- sary to record important facts that must be recalled later. Select only the most important points so that the notetaking process does not interfere with your concentration on the speaker’s total message.

▪ Provide feedback. Let the speaker know that you are listening. Nod your head and maintain eye contact. Ask relevant questions at appropriate times. Getting involved improves the communication process for both the speaker and the listener.

“Listening is hard work. Unlike hear- ing, it demands total concentration. It is an active search for meaning, while hear- ing is passive.”35

Alfonso Bucero, consultant and author

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