Chapter 2: Professional
Learning Objectives
By the end of the chapter, you will be able to:
- Describe the “Three C’s” of professional communication
- Identify three general principles of business etiquette
- Detect messages that could trigger dissatisfaction or defensiveness
- Use a combination of strategies to reword statements to defuse defensiveness
- Explain the importance of care in conveying professionalism
- Identify and follow standard business conventions
You also will learn message design strategies for:
- Making direct requests
- Sharing good news
- Delivering bad news
