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Direct linkDecock, Sofie; De Clerck, Bernard; Van Herck, Rebecca – Business and Professional Communication Quarterly, 2020
This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward…
Descriptors: Communication Strategies, Interpersonal Communication, Computer Mediated Communication, Textbook Content
Coffelt, Tina A.; Grauman, Dale; Smith, Frances L. M. – Business and Professional Communication Quarterly, 2019
Employers provide their interpretation of the meaning of "communication skills" in this qualitative study of 22 managers. Employers understand written communication to be types of documents, a way to write, and a mode of communication. Oral communication skills mean a style of interacting, presenting, and conducting meetings. Visual…
Descriptors: Employer Attitudes, Employers, Communication Skills, Written Language
Porter, James E. – Business and Professional Communication Quarterly, 2017
"Phatic" refers to the rhetorical function of creating effective communication channels, keeping them open, and establishing ongoing and fruitful relationships, all of which are vital in the age of digital rhetoric, social media, and global intercultural exchange. In this realm, the professional communicator functions less as an…
Descriptors: Artificial Intelligence, Business Communication, Communication Skills, Communication Strategies
Whalen, D. Joel – Business and Professional Communication Quarterly, 2020
Readers can explore 13 teaching innovations presented at the 2019 Association for Business Communication annual international conference in Detroit, Michigan. These assignments are designed to add fuel to oral and written persuasion, including the practical use of rhetorical tools. Ideas to advance learners' professional development are presented.…
Descriptors: Conferences (Gatherings), Assignments, Teaching Methods, Business Communication
Kiddie, Thomas J. – Business and Professional Communication Quarterly, 2014
Following Rogers's theory of the diffusion of innovations, the author questions whether youth entering the workforce will act as change agents to evolve primary business communication channels from email to text-messaging. Expanding on research performed in 2009, the author investigates three communication scenarios: scheduling meetings,…
Descriptors: Communication Strategies, Meetings, Scheduling, Information Dissemination
