1. Robert Anderson
Christine Collet
Robert Manes
Renatta Calloway
Josiah Flannigan
Pierce College - Business 250
Professor Warren
June 11, 2012

2. CHAPTER 1 - EFFECTIVE AND ETHICAL
COMMUNICATION AT WORK
• Consider recipient
• Put concepts into order
Mastering • Produce an interactive
barriers to atmosphere
• Reform and revamp
interaction organization structure
• Educate and encourage
loyalty

3. CHAPTER 2 - PROFESSIONALISM: TEAM MEETING,
LISTENING, NONVERBAL, AND ETIQUETTE SKILLS
• Take time to hear
Handling •
•
Empathize
Keep your association intact
Team • Seek similar goals
• Create avenues to resolve the
Disputes difficulty
• Collaborate

4. CHAPTER 3 - INTERCULTURAL COMMUNICATION
Research cultural
information
Celebrate diversity
Interacting Change your view on
With Other similarity
Understand your own
Cultures beliefs and origin
Don’t presume anything
Find common ground

5. CHAPTER 4 - PLANNING BUSINESS MESSAGES
• Purposeful
Understanding • Persuasive
the Writing • Economical
Process
• Audience Oriented

6. CHAPTER 5 - WRITING BUSINESS MESSAGES
Three Steps to Success
Research
Organize
Compose

7. CHAPTER 6 - REVISING BUSINESS MESSAGES
Improving the Content and Sentence
Structure of Your Message
Designing
Revising for Revising for
the Proofreading
conciseness clarity
Document

8. CHAPTER 7 - ELECTRONIC MESSAGES AND DIGITAL
MEDIA
Communicating
with electronic
Messages and
digital Media
Communicate Read, send, delete, Create messages
efficiently and and/ or print the using multiple
effectively. message. devices

9. CHAPTER 8 - POSITIVE MESSAGES
• Think of the opening and closing first.
• Turn commands into questions.
Routine
Request and • Include a thank you message and an
Response action request.
messages

10. CHAPTER 9 - NEGATIVE MESSAGES
Negative News Strategies
• Direct Strategy
• State the problem up front.
• Use when message will not be damaging.
• Use when firmness is necessary.
• Indirect Strategy
• Give reasons first (buffer).
• Explain the negative message.
• Use to avoid surprise.

11. CHAPTER 10 - PERSUASIVE AND SALES MESSAGES
• The use of verbal or written discussion to influence an
individual’s actions or opinions.
• The ability to present your information to the target audience so
What is they will recognize the benefits of your argument.
Persuasion? • Largely depends on your credibility and your ability to make the
offer sound attractive to the target audience.
• Persuasion is NOT coercion or trickery.
• Establish credibility - to persuade a group of people you must
Effective establish trust first.
• Tie the facts to the benefits - gather solid information to support
Persuasion your claim.
techniques • Expect and overcome resistance - know the weakness in your
argument and be prepared to counter with well supported facts.

12. CHAPTER 11 - REPORT AND RESEARCH BASICS
Two Types of Business Reports Analyzing the Problem and Purpose
• In informational reports, the writers • The number one point of any type of
simply record the statistics and facts report is to understand the problem, or
but do not include their opinions about the main purpose of the report.
the facts stated in the report. • Problem statements can help the report
• In analytical reports, the writers also writer fully understand the main
gather statistics and facts; however, objective of the report, whether or not
they also include their opinions in the the report is analytical or an
report while attempting to persuade a informational report.
reader to act or respond a certain way. • Scope and limitation statements can
define what issues will be investigated.
Also, scope and limitation statements
help the audience better understand
which problem or problems will be
considered in the report.

13. CHAPTER 12 - INFORMAL BUSINESS REPORTS
• Keep it short
• Organize information
Preparing for direct delivery
• Include reaction to data
Informal • Compose and present
data logically
Business • Discuss significance
during data analysis
Reports • Behave ethically and
deliver nonbiased
opinions

14. CHAPTER 13 - PROPOSALS, BUSINESS PLANS, AND
FORMAL BUSINESS REPORTS
Understanding Business Proposals, Plans, and Formal Reports
Proposals
• RFP
• Letter of Transmittal
• Abstract Summary
Business Plan
• Small business plan
• www.sba.gov
• Financial analysis
Formal Business Reports
• List of figures
• Executive Summary

15. CHAPTER 14 - BUSINESS PRESENTATIONS
Creating Effective Business Presentations
• Nonverbal Messages
• Professional Look
• Move Around
• Knowing your audience
• Friendly vs. Hostile
• Uninterested and Neutral
• During the presentation
• Controlling the material
• Confidence