Azerbaijan University
School of Business
Bcom 3950 Business Communication
Instructor: PhD
Zaur Ahmadov
Phone: +99 450 223 60 78
Email: zaurahmed@hotmail.com
Office hours: By appointment only, you can call me in working daytime
Class hour: Saturday 15:00-18:00
Textbook:
Excellence in Business Communication.
Seventh Edition
John V. Thill
Courtland L. Bovee
Course Description: primary objective of this course is to introduce students the general
understanding of why good communication skills are important in business, how today’s
communication is affected by technology, why effective communication can be difficult, how
communication is used in teams, and how it can overcome intercultural barriers. Presentation
materials will be helpful for students to encourage them to think about their own careers and
the communication skills they’ll need to be successful.
Course Objectives
Upon completion of the course the student should be able to:
Describe and use effective interpersonal communication and listening skills.
Identify the various aspects of the organizational setting for business communication.
Plan and deliver a short presentation.
Understand what employers expect from them and the value of information.
Improve their performance in Teams.
Improve nonverbal communication skills, write effective and concise letters and memos.
Understand the opportunities of intercultural communication.
1
Help others to adapt to a new environment.
Write positive and negative messages.
To send congratulations and messages of appreciation.
Prepare informal and formal reports.
Prepare chronological résumé and the functional résumé.
Apply for employment.
Prepare for and participate effectively in a job interview.
Understand the Interviewing Process.
Conduct excellent interviews and complete follow-up employment correspondence.
Use career skills that are needed to succeed, such as using ethical tools, working
collaboratively, observing business etiquette, and resolving workplace conflicts.
Develop interpersonal skills that contribute to effective and satisfying personal, social and
professional relationships.
Methods of Instruction
Power Point presentations, lectures, questions and exercises from the textbook, videos, recent
technological changes in the communication process, current events and case studies might be
used in teaching process.
Exams:
The exams may consist of true/false, multiple choice, short answer, problems, or essay. Test
results will be handed back as soon as they are graded, usually the following class period.
Students are expected to keep a record of test and homework scores—do not depend on the
instructor having your grade calculated.
Mid-term grades and final grades will be announced by the University administration.
Make-up Exams and Late Assignments:
Students will be allowed to make up an exam (no more that one exam may be made up) only if
prior arrangements have been made with the instructor. Emergencies and sudden illnesses
will be taken into consideration; Make-up exams will be given the last day of regular classes.
The make-up exam may not be the same format as the original exam. Any student who misses
an exam should contact the instructor immediately. If a student misses more than one exam, a
zero will be given for that exam. Students will not be allowed to retake an exam for any
reason.
Attendance Procedure
Regular attendance in classes is important for successful completion of this course. Students
will be expected to arrive for class on time and to remain in class until the end of the class
session. If you don’t come or you come to class late, you will be marked absent. Note: Two
"latest" equal one absence.
2
Grading
Grades will be based on the following:
4 Exams before Mid-Term
20
points
5 Exams after Mid-Term
25
points
Participation
10
point
Mid-Term Exam
15
points
Final Exam
30
points
__________________________________________________________________________
Total
100 points
Grades will be scaled on the bases of this scoring:
Scores
AKTS scores
A+ = 97 – 100
A
= 93 – 96
A- =
A = 90 – 100
90 – 92
B+
= 87 – 89
B
= 83 – 86
B-
= 80 – 82
C+
= 77 – 79
C
=
C-
= 70 – 72
D+
= 67 – 69
D
= 63 – 66
73 - 76
B = 80 – 89
C = 70 – 79
D = 60 - 69
3
D-
= 60 – 62
F
= 0 - 59
E = 50 – 59
Fx = 40 – 49
F = 0 – 39
COURSE SCHEDULE
Class
Chapter
Written Exams
1
Chapters 1
2
Chapter 2
3
Chapter 3
4
Chapters 4
Exam covering (Chapter 2&3)
5
Chapters 5
Exam covering (Chapter 4)
6
Chapter 6
Exam covering (Chapter 5)
7
Chapters 7
Exam covering (Chapter 6)
Mid-Term Exam
8
Chapter 8
9
Chapter 9
10
Chapters 10
Exam covering (Chapters 8&9)
11
Chapters 11
Exam covering (Chapter 10)
12
Chapter 12
Exam covering (Chapter 11)
13
Chapter 13
Exam covering (Chapter 12)
14
Chapter 14
Exam covering (Chapter 13)
15
Chapter 15
Final Exam
4
CHAPTER 1: ACHIEVING SUCCESS THROUGH EFFECTIVE BUSINESS
COMMUNICATION
Achieving Success in today's competitive environment. What employers expect from you.
Characteristics of effective communication. The Globalization of Business and the Increase in
Workforce Diversity. The Increasing Value of Information. The Growing Reliance on
Teamwork.The Barriers to Effective Communication.Being Sensitive to Business Etiquette.
Using Technology to Improve Business Communication. Keeping Technology in Perspective.
CHAPTER 2: COMMUNICATING IN TEAMS AND MASTERING LISTENING AND
NONVERBAL COMMUNICATION
Improving Your Performance in Teams. Assuming Team Roles and Allowing for Team
Evolution Resolving Conflict. Etiquette in Team Settings. Making Your Meetings More
Productive. Leading and Participating in Meetings. Using Meeting Technologies. E-Mail and
Instant Messaging. Improving Your Listening Skills. Understanding the Listening Process.
Overcoming Barriers to Effective Listening. Improving Your Nonverbal Communication Skills
CHAPTER 3: COMMUNICATING INTERCULTURALLY
Understanding the Opportunities and Challenges of Intercultural Communication. The
Advantages of a Multicultural Workforce The Challenges of Intercultural Communication.
Understanding the Concept of Culture. Overcoming Ethnocentrism and Stereotyping
Recognizing Cultural Variations. Legal and Ethical Differences. Social Differences. Nonverbal
Differences. Age Differences. Gender Differences. Improving Intercultural Communication
Skills. Helping Others Adapt to Your Culture
CHAPTER 4: PLANNING BUSINESS MESSAGES
Understanding the Three-Step Writing Process. Optimizing Your Writing Time, Planning
Effectively. Analyzing Situation. Defining Your Purpose. Gathering Information
Providing Required Information. Written Media. Electronic Media Organizing Your
Information. Routine and Positive Messages. Negative Messages. Main Idea, the Major Points
and Evidence
5
CHAPTER 5: WRITING BUSINESS MESSAGES
Adapting to Your Audience. Using Bias-Free Language. Building Strong Relationships with
Your Credibility. Projecting Your Company's Image. Controlling Your Style and Tone
Composing Your Message. Choosing Strong Words. Using Functional and Content Words
Correctly. Composing Effective E-Mail Messages.
CHAPTER 6: COMPLETING BUSINESS MESSAGES
Revising Your Message. Evaluating Your Content, Organization, Style, and Tone. Reviewing
for Readability. Varying Your Sentence Length. Keeping Your Paragraphs Short. Adding
Headings and Subheadings. Designing for Readability. Distributing Your Message
CHAPTER 7: WRITING ROUTINE AND POSITIVE MESSAGES
Making Routine Requests, Strategy for Routine Requests. State Explain and Justify Your
Request. Common Examples of Routine Requests. Asking for Information and Action. Asking
for Recommendations. Making Claims and Requesting Adjustments. Provide Necessary
Details and Explanation.End with a Courteous Close. When Your Company Is at Fault, When
the Customer Is at Fault. When a Third Party Is at Fault.Sending Congratulations. Sending
Messages of Appreciation. Sharing Condolences.
CHAPTER 8: WRITING NEGATIVE MESSAGES
Developing Negative Messages. Choosing the Best Approach. Using the Direct Approach
Effectively. Open with a Clear Statement of the Bad News. Close on a Positive Note. Open
with a Buffer. Provide Reasons and Additional Information. Continue with a Clear Statement
of the Bad News. Close on a Positive Note. Refusing Claims and Requests for Adjustment.
Sending Negative Organizational News. Communicating in a Crisis. Refusing Requests for
Recommendation Letters. Rejecting Job Applications. Terminating Employment.
CHAPTER 9: WRITING PERSUASIVE MESSAGES
Using the Three-Step Writing Process for Persuasive Messages. Organizing Your Information
Write Your Message. Complete Your Message. Developing Persuasive Business messages.
Strategies for Persuasive Business Messages. Balancing Emotional and Logical Appeals.
6
Emotional Appeals. Logical Appeals. Developing Marketing and Sales Messages. Strategies for
Sales and Marketing Messages. Analyzing Your Competition. Determining Selling Points and
Benefits. Getting Attention, Building Interest, Increasing Desire, Motivating Action.
Maintaining High Standards of Ethics, Legal Compliance, and Etiquette. Common Examples of
Marketing and Sales Messages
CHAPTER 10: PLANNING REPORTS AND PROPOSALS
Supporting Your Messages with Reliable Information. Planning Your Research. Finding
Information at the Library. Finding Information Online. Documenting Your Sources.
Conducting Interviews. Analyzing Data. Quoting, Paraphrasing, and Summarizing
Information
Making Recommendations. Focusing on Conclusions. Focusing on Recommendations.
Focusing on Logical Arguments. Planning Proposals
CHAPTER 11: WRITING REPORTS AND PROPOSALS
Proposal Introduction. Proposal Body, Proposal Close. Establishing a Consistent Time
Perspective. Helping Readers Find Their Way. Using Technology to Craft Reports and
Proposals
Illustrating Your Report with Effective Visuals. Selecting the Right Visuals. Tables, Line and
Surface Charts. Bar Charts and Pie Charts. Presenting Information, Concepts, and Ideas. Maps,
Drawings, Diagrams, and Photographs. Animation and Video. Designing Effective Visuals
Understanding Graphic Design Principles
CHAPTER 12: COMPLETING REPORTS AND PROPOSALS
Putting the Final Touches on Reports and Proposals. Revising Your Reports and Proposals
Producing Your Reports and Proposals. Components of a Formal Report. Letter of
Authorization and Letter of Acceptance. Letter of Transmittal. Table of Contents. List of
Illustrations. Text of the Report, Introduction, Body, Close.Appendixes. Bibliography. Index.
Components of a Formal Proposal.Proofreading Your Reports and Proposals. Distributing
Your Reports and Proposals.
CHAPTER 13: PLANNING, WRITING, AND COMPLETING ORAL PRESENTATIONS
Building Your Career with Oral Presentations. Planning Your Presentation. Analyzing the
Situation. Selecting the Right Medium. Organizing Your Presentation. Define Your Main Idea
7
Limit Your Scope. Choose Your Approach. Prepare Your Outline. Introduction, Arousing
Audience Interest, Building Your Credibility, Previewing Your Message. Connecting Your
Ideas
Holding Your Audience’s Attention. Describing Next Steps. Ending on a Strong Note.
Writing Readable Content. Modifying Graphics for Slides. Selecting Design Elements
Completing Your Presentation
CHAPTER 14: BUILDING CAREERS AND WRITING RÉSUMÉS
Building a Career with Your Communication Skills. Understanding Today’s Dynamic
Workplace. How Employers View Today's Job Market. What Employers Look for in Job
Applicants. Adapting to Today's Job Market.How Can You Make Yourself More Valuable?
Preparing Résumés, Gathering Pertinent Information.Selecting the Best Medium
Organizing Your Résumé Around Your Strengths. The Chronological Résumé. The Functional
Résumé. The Combination Résumé. Name and Contact Information. Career Objective or
Summary of Qualifications. Education. Work Experience, Skills, and Accomplishments.
Activities and Achievements. Personal Data. Completing Your Résumé. Revising Your
Résumé. Producing Your Résumé
CHAPTER 15: APPLYING AND INTERVIEWING FOR EMPLOYMENT
Writing Application Letters and Other Employment Messages. Building Interest and
Increasing Desire. Motivating Action. Understanding the Interviewing Process. The Typical
Sequence of Interviews. Common Types of Interviews. What Employers Look For in an
Interview. Preemployment Testing. Preparing for a Job Interview. Learn About the
Organization. Think Ahead About Questions. Planning for the Employer’s Questions.
Planning Questions of Your Own. Bolster Your Confidence. Polish Your Interview Style. Plan
to Look Good. Be Ready When You Arrive. Interviewing for Success. Listening to the
Interviewer. Discussing Salary, Interview Notes. Following Up After the Interview. Thank-You
Message. Message of Inquiry. Request for a Time Extension. Letter of Acceptance. Letter
Declining a Job Offer. Letter of Resignation
8