Chapter 2: Professional

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