Rent 9780073080178 | Basic Business Communication: Skills For Empowering the Internet Generation w/Student CD, B-Com... | Lesikar, Raymond V.; Flatley, Marie E. @knetbooks.com

Summary Table of Contents

Basic Business Communication (BBC), 10/e by Lesikar and Flatley provides both student and instructor with all the tools needed to navigate through the complexity of the modern business communication environment. Exciting new student resources, including a subscription to the Merriam Webster Collegiate website and an enhanced CD-ROM, allow students to practice and master concepts in fun and interesting ways. BBC attends to the dynamic, fast-paced, and ever-changing means by which business communication occurs by being the most technologically current and pedagogically effective books in the field. It has realistic examples that are both consumer-and business-oriented.

Preface

vii

PART ONE Introduction

Communication in the Workplace

(18)

The Role of Communica... MORE

(1)

The Importance of Communication Skills to You

(1)

Why Business Needs to Communicate

(1)

Communication in Brief: Some Quotes on Communication by Today's Businesspeople

(1)

Communication in Brief: Peter Drucker, on the Importance of Communication in Business

(4)

Main Forms of Communication in Business

(2)

Communication Network of the Organization

(2)

Variation in Communication Activity by Business

(1)

The Process of Human Communication

(2)

The Beginning: A Message Sent

(1)

Entry in the Sensory World

(1)

Detection by the Senses

(1)

Communication in Brief: Professorial Words of Wisdom

(3)

The Filtering Process

(1)

Formation and Sending of the Response

(1)

The Cycle Repeated

(1)

The Communication Process and Written Communication

(1)

Some Basic Truths about Communication

(1)

Resulting Stress on Adaptation

(1)

The Goal, Plan, and Philosophy of This Book

(1)

The Plan: Situations, Solutions, Summaries

(1)

The Philosophy: Communicate to Communicate

(1)

An Underlying Rule: Ethical Communication

(1)

Summary by Chapter Objectives

(2)

Critical Thinking Questions

(1)

Critical Thinking Exercises

(4)

PART TWO Fundamentals of Business Writing

Adaptation and the Selection of Words

(22)

Introductory Situation: Choosing Words That Communicate

(1)

The Basic Need for Adaptation

(1)

Visualizing the Reader

(1)

Technique of Adapting

(1)

Communication in Brief: A Classic Case of Adaptation

(1)

Adaptation Illustrated

(1)

Adapting to Multiple Readers

(1)

Governing Role of Adaptation

(1)

Suggestions for Selecting Words

(4)

Use Familiar Words

(1)

Use Slang and Popular Cliches with Caution

(1)

Choose Short Words

(1)

Use Technical Words and Acronyms with Caution

(1)

Communication in Brief: Technical Language?

(1)

Select Words with the Right Strength and Vigor

(1)

Technology in Brief: Grammar Checkers Help Writers with Word Selection

(4)

Use Concrete Language

(1)

Use the Active Voice

(1)

Avoid Overuse of Camouflaged Verbs

(1)

Communication in Brief: Professorial Words of Wisdom

(1)

Select Words for Precise Meanings

(1)

Suggestions for Nondiscriminatory Writing

(3)

Use Gender-Neutral Words

(3)

Communication in Brief: Meaning and the Appearance of a Word

(2)

Avoid Words That Stereotype by Race, Nationality, or Sexual Orientation

(1)

Avoid Words That Stereotype by Age

(1)

Avoid Words That Typecast Those with Disabilities

(1)

In Conclusion about Words

(1)

Summary by Chapter Objectives

(1)

Critical Thinking Questions

(1)

Critical Thinking Exercises

(3)

Construction of Clear Sentences and Paragraphs

(20)

Introductory Situation: Writing Sentences and Paragraphs That Communicate

(1)

Foundation of Adaptation

(1)

Emphasis on Short Sentences

(1)

Technology in Brief: Readability Statistics Help Writers Evaluate Document Length and Difficulty

(1)

Communication in Brief: A Marathon Sentence (308 Words) from U.S. Government Regulations

(5)

Limiting Sentence Content

(1)

Economizing on Words

(4)

Communication in Brief: Professorial Words of Wisdom

(5)

Determining Emphasis in Sentence Design

(1)

Giving Sentences Unity

(2)

Arranging Sentences for Clarity

(1)

Care in Paragraph Design

(1)

Giving the Paragraphs Unity

(1)

Keeping Paragraphs Short

(1)

Communication in Brief: Uniqueness and Clarity in a Definition

(2)

Making Good Use of Topic Sentences

(1)

Leaving out Unnecessary Detail

(1)

Giving the Paragraphs Movement

(1)

Summary by Chapter Objectives

(2)

Critical Thinking Questions

(1)

Critical Thinking Exercises

(2)

Writing for Effect

(22)

Introductory Situation: Affecting Human Relations through Writing

(1)

Business Etiquette and the Need for Effect

(1)

Communication in Brief: Professorial Words of Wisdom

(1)

Conversational Style

(1)

Resisting the Tendency to Be Formal

(1)

Technology in Brief: Grammar Checkers Help Identify Cliches, Colloquialisms, and Jargon

(2)

Cutting Out ``Rubber Stamps''

(1)

Proof through Contrasting Examples

(1)

You-Viewpoint

(2)

The You-Viewpoint Illustrated

(1)

A Point of Controversy

(1)

Accent on Positive Language

(2)

Effects of Words

(1)

Examples of Word Choice

(1)

Courtesy

(1)

Communication in Brief: A French General's Justification of Politeness

(3)

Singling Out Your Reader

(1)

Refraining from Preaching

(1)

Doing More Than Is Expected

(1)

Avoiding Anger

(1)

Being Sincere

(1)

The Role of Emphasis

(1)

Emphasis by Position

(1)

Space and Emphasis

(1)

Sentence Structure and Emphasis

(1)

Mechanical Means of Emphasis

(1)

Coherence

(2)

Tie-In Sentences

(1)

Repetition of Key Words

(1)

Use of Pronouns

(1)

Transitional Words

(1)

A Word of Caution

(1)

Summary by Chapter Objectives

(2)

Critical Thinking Questions

(1)

Critical Thinking Exercises

(4)

PART THREE Basic Patterns of Business Messages

Introduction to Messages and the Writing Process

(21)

Introductory Situation: The Nature of Business Messages

(1)

Text Messaging

(2)

(5)

Evaluating Email's Pros and Cons

(1)

Including the Prefatory Elements

(1)

Beginning the Message

(1)

Organizing the Contents

(1)

Writing the Message: Formality Considerations

(1)

Writing the Message: General Considerations

(1)

Technology in Brief: Using Good Email Etiquette Helps Writers Convey Intended Message

(1)

Communication in Brief: Professorial Words of Wisdom

(1)

Closing the Message

(1)

Using Emphasis Devices

(1)

Using Initialisms Cautiously

(1)

Avoiding Inappropriate Use of Email

(1)

Traditional Letters

(1)

Memorandums

(4)

Defining Memorandums

(1)

Determining Memorandum Form

(1)

Viewing Memorandum Formality

(1)

Writing Memorandums

(1)

Policy Memorandums and Directives

(1)

The Process of Writing

(2)

Planning the Message

(1)

Gathering and Collecting the Facts

100

(1)

Analyzing and Organizing Information

100

(1)

Writing the Message

101

(1)

Rewriting Your Work

101

(1)

Editing and Presenting the Final Document

101

(1)

Plan of the Presentation

101

(1)

Summary by Chapter Objectives

102

(2)

Critical Thinking Questions

104

(1)

Directness in Good-News and Neutral Messages

105

(58)

Preliminary Assessment

106

(1)

The General Direct Plan

106

(1)

Beginning with the Objective

106

(1)

Presenting Any Necessary Explanation

106

(1)

Covering the Remaining Part of the Objective

106

(1)

Ending with Adapted Goodwill

106

(1)

Routine Inquiries

107

(1)

Introductory Situation: Routine Inquiries

107

(2)

Choosing from Two Types of Beginnings

107

(1)

Informing and Explaining Adequately

108

(1)

Structuring the Questions

108

(1)

Communication in Brief: How One Might Write a Routine Inquiry

109

(1)

Ending with Goodwill

109

(1)

Reviewing the Order

109

(1)

Technology in Brief: Bullets Allow Writers to List Equal Items with a Bit of Flair

110

(2)

Contrasting Examples

110

(2)

Inquiries about People

112

(1)

Introductory Situation: Inquiries about People

112

(3)

Respecting the Rights of People

112

(1)

Structuring around the One Job

112

(3)

Communication in Brief: Some Words of Advice on Letter Writing from the Old Masters

115

(2)

Summarizing the Plan

115

(1)

Contrasting Examples

115

(2)

Technology in Brief: Shortcut Tools Help Writers Improve Productivity and Quality

117

(2)

General Favorable Responses

119

(1)

Introductory Situation: General Favorable Responses

119

(1)

Beginning with the Answer

119

(1)

Communication in Brief: How Routine Responses Were Written in the Late 1800s

120

(1)

Identifying the Message Being Answered

120

(1)

Logically Arranging the Answers

120

(1)

Communication in Brief: Skillful (?) Handling of a Complaint

121

(3)

Skillfully Handling the Negatives

121

(1)

Considering Extras

121

(3)

Communication in Brief: Truthful (?) Reporting in Recommendation Letters

124

(2)

Closing Cordially

124

(1)

Reviewing the Plan

124

(1)

Contrasting Illustrations

124

(2)

Personnel Evaluations

126

(1)

Introductory Situation: Personnel Evaluations

126

(3)

Using Typical Direct Order

126

(1)

Making the Report Fair and Accurate

126

(1)

Structuring the Plan for Personnel Evaluations

127

(1)

Contrasting Examples

127

(2)

Adjustment Grants

129

(1)

Introductory Situation: Adjustment Grants

129

(3)

Considering Special Needs

130

(1)

Reviewing the Plan

131

(1)

Contrasting Adjustments

131

(1)

Order Acknowledgments

132

(1)

Introductory Situation: Order Acknowledgments

132

(2)

Using Directness and Goodwill Building

132

(2)

Technology in Brief: Tables Help Writers Organize Data for Easy Reading

134

(2)

Being Tactful in Shipment Delays

134

(1)

Summarizing the Structure of Order Acknowledgments

135

(1)

Contrasting Acknowledgments

135

(1)

Claims

136

(1)

Introductory Situation: Claims

136

(5)

Using Directness for Bad News

136

(1)

Identifying the Problem in a Direct Beginning

136

(1)

Stating the Problem Directly

136

(1)

Giving Choice in Correcting Error

136

(3)

Overcoming Negativeness with a Friendly Close

139

(1)

Outlining the Claim Message

139

(1)

Contrasting Examples of Claim Messages

139

(2)

Other Direct Message Situations

141

(1)

Summary by Chapter Objectives

141

(3)

Critical Thinking Questions

144

(1)

Critical Thinking Exercises

144

(1)

Critical Thinking Problems

145

(18)

Indirectness in Bad-News Messages

163

(28)

Situations Requiring Indirectness

164

(1)

The General Indirect Plan

164

(1)

Using a Strategic Buffer

164

(1)

Selecting the Buffer Strategy

164

(1)

Setting Up Your Strategy

164

(1)

Developing the Strategy

164

(1)

Presenting the Bad News Positively

165

(1)

Ending on a Positive Note

165

(1)

Refused Requests

165

(1)

Introductory Situation: Refused Requests

165

(4)

Developing the Strategy

166

(1)

Setting Up the Explanation in the Opening

166

(1)

Presenting the Explanation Convincingly

166

(1)

Handling the Refusal Positively

166

(1)

Using a Compromise When Practical

167

(1)

Closing with Goodwill

168

(1)

Fitting the General Plan to Refused Requests

168

(1)

Contrasting Refusals

168

(1)

Adjustment Refusals

169

(1)

Introductory Situation: Adjustment Refusals

169

(3)

Determining the Strategy

169

(3)

Technology in Brief: Email Merge Tool Allows Writers to Customize Frequent Messages

172

(3)

Beginning by Setting Up Your Reasoning

172

(1)

Refusing Positively and Closing Courteously

172

(1)

Adapting to the General Plan

173

(1)

Contrasting Adjustment Refusal Messages

173

(2)

Credit Refusals

175

(1)

Introductory Situation: Credit Refusals

175

(1)

Communication in Brief: A Not-So-Successful Refusal

176

(4)

Selecting the Strategy

176

(1)

Adapting to the General Plan

177

(1)

Structuring the Credit Refusal

178

(1)

Contrasting Credit Refusal Illustrations

178

(2)

Communication in Brief: Professorial Words of Wisdom

180

(1)

Other Indirect Messages

181

(1)

Summary by Chapter Objectives

181

(1)

Critical Thinking Questions

182

(1)

Critical Thinking Exercises

182

(1)

Critical Thinking Problems

182

(9)

Indirectness in Persuasion and Sales Messages

191

(31)

Persuasive Requests

192

(1)

Introductory Situation: Persuasive Requests

192

(5)

Determining the Persuasion

192

(1)

Gaining Attention in the Opening

193

(1)

Presenting the Persuasion

194

(1)

Making the Request Clearly and Positively

194

(1)

Summarizing the General Plan

194

(1)

Contrasting Persuasion Messages

194

(3)

Communication in Brief: Professorial Words of Wisdom

197

(1)

Sales Messages

197

(1)

Questioning the Acceptability of Sales Messages

197

(1)

Benefiting from Sales Writing

198

(1)

Introductory Situation: Sales Messages

198

(2)

Planning the Structure

198

(1)

Knowing the Product or Service and the Reader

199

(1)

Determining the Appeal

199

(1)

Communication in Brief: A Basic Lesson for Sales Writing

200

(7)

Determining the Mechanics

200

(1)

Gaining Attention

200

(1)

Holding Attention in the Opening

201

(1)

Presenting the Sales Material

202

(3)

Stressing the You-Viewpoint

205

(1)

Choosing Words Carefully

205

(2)

Communication in Brief: A Successful Sales Letter?

207

(4)

Including All Necessary Information

207

(1)

Driving for the Sale

207

(1)

Urging the Action

208

(1)

Recalling the Appeal

208

(1)

Adding a Postscript

209

(1)

Inviting Name Removal to Email Readers

209

(1)

Reviewing the General Sales Plan

209

(1)

Evaluating Contrasting Examples

210

(1)

Technology in Brief: Visuals Help Business Writers Add Interest to Sales Messages

211

(1)

Summary by Chapter Objectives

212

(2)

Critical Thinking Questions

214

(1)

Critical Thinking Exercises

214

(1)

Critical Thinking Problems

215

(7)

Strategies in the Job-Search Process

222

(50)

Introductory Situation: The Job-Search Process

223

(1)

The Job Search

223

(4)

Building a Network of Contacts

223

(1)

Identifying Appropriate Jobs

224

(2)

Finding Your Employer

226

(1)

Technology in Brief: Web Page Profiles Can Work for You

227

(1)

Preparing the Application Documents

228

(1)

Introductory Situation: Resumes and Applications

228

(1)

Constructing the Resume

229

(17)

Traditional Print Resume

229

(7)

Scannable Print Resume

236

(8)

Electronic Resume

244

(2)

Writing the Cover Message

246

(1)

Print Cover Letters

246

(1)

Communication in Brief: Professorial Words of Wisdom

247

(1)

Communication in Brief: Choice Lines Gleaned from Application Letters

248

(7)

Technology in Brief: Websites Offer Valuable Interview Advice

255

(2)

Email Cover Message

256

(1)

Handling the Interview

257

(3)

Investigating the Company

257

(1)

Making a Good Appearance

257

(1)

Anticipating Questions and Preparing Answers

257

(2)

Putting Yourself at Ease

259

(1)

Communication in Brief: Some Quotes on Thank-You Notes by Today's Businesspeople

260

(1)

Helping Control the Dialogue

260

(1)

Following Up and Ending the Application

261

(2)

Other Job-Search Messages

261

(2)

Continuing Job-Search Activities

263

(1)

Summary by Chapter Objectives

263

(2)

Critical Thinking Questions

265

(1)

Critical Thinking Exercises

265

(1)

Critical Thinking Problems

266

(6)

PART FOUR Fundamentals of Report Writing

Basics of Report Writing

272

(29)

Introductory Situation: Report Writing

273

(1)

Defining Reports

273

(1)

Determining the Report Purpose

274

(1)

The Preliminary Investigation

274

(1)

Need for a Clear Statement of the Problem

274

(1)

Determining the Factors

275

(1)

Use of Subtopics in Information Reports

275

(1)

Hypotheses for Problems Requiring Solution

275

(1)

Bases of Comparison in Evaluation Studies

276

(1)

Gathering the Information Needed

276

(1)

Technology in Brief: One Note Helps Writers Integrate Ideas from Diverse Sources

277

(1)

Interpreting the Findings

278

(2)

Advice for Avoiding Human Error

278

(1)

Appropriate Attitudes and Practices

279

(1)

Statistical Tools in Interpretation

279

(1)

Organizing the Report Information

280

(1)

Technology in Brief: Software Tools Assist the Writer in Both Identifying Factors and Outlining

281

(7)

The Nature and Extent of Outlining

281

(1)

Introductory and Concluding Parts

282

(1)

Organization by Division

282

(1)

Division by Conventional Relationships

282

(2)

Combination and Multiple Division Possibilities

284

(1)

Wording of the Outline

285

(3)

Writing the Report

288

(2)

Requirement of Objectivity

288

(1)

Consistency in Time Viewpoint

289

(1)

Communication in Brief: An Example of Objective Reporting?

290

(2)

Need for Transition

290

(2)

Communication in Brief: Choice Lines Gleaned from Accident Reports Submitted to Insurance Companies

292

(1)

Maintaining Interest

293

(1)

Collaborative Report Writing

293

(1)

Determination of Group Makeup

293

(1)

Communication in Brief: Professorial Words of Wisdom

294

(2)

Techniques of Participation

294

(1)

Procedure of the Work

294

(1)

Activities Involved

294

(2)

Technology in Brief: Comment and Review Tools Help Track Others' Changes to Your Documents

296

(1)

Summary by Chapter Objectives

297

(2)

Critical Thinking Questions

299

(1)

Critical Thinking Exercises

299

(2)

Report Structure: The Shorter Forms

301

(41)

Introductory Situation: The Structure of Short Reports

302

(1)

An Overview of Report Structure

302

(2)

Characteristics of Shorter Reports

304

(2)

Little Need for Introductory Information

304

(1)

Predominance of the Direct Order

304

(2)

Communication in Brief: Professorial Words of Wisdom

306

(1)

More Personal Writing Style

306

(1)

Technology in Brief: Templates Help Writers Format Reports

307

(1)

Less Need for a Structured Coherence Plan

308

(1)

Forms of Shorter Reports

308

(9)

The Short Report

308

(1)

Letter Reports

309

(8)

Email Reports

317

(1)

Special Report Forms

317

(2)

Staff Report

317

(2)

Communication in Brief: Unexpected Findings in a Report

319

(7)

Meeting Minutes

319

(3)

Progress Report

322

(1)

Audit Report

322

(1)

Proposal

322

(4)

Summary of Chapter Objectives

326

(2)

Critical Thinking Questions

328

(1)

Critical Thinking Exercises

328

(1)

Critical Thinking Problems

329

(11)

Topics for Report Problems

340

(2)

Long, Formal Reports

342

(41)

Introductory Situation: Long, Formal Reports

343

(1)

Organization and Content of Longer Reports

343

(4)

The Prefatory Parts

344

(1)

Title Fly

344

(1)

Title Page

345

(1)

Authorization Message

345

(1)

Transmittal Message, Foreword, Preface

346

(1)

Communication in Brief: A Questionable Example of Effective Reporting

347

(1)

Table of Contents. List of Illustrations

347

(1)

Executive Summary

348

(1)

The Report Proper

348

(2)

Introduction

348

(2)

Technology in Brief: Using a Table of Contents Generator for Speed and Accuracy

350

(2)

The Report Body

351

(1)

The Ending of the Report

351

(1)

Communication in Brief: Technical Writer's Report on Humpty Dumpty

352

(1)

Appended Parts

352

(1)

Structural Coherence Helpers

353

(2)

The Long Analytical Report Illustrated

355

(1)

Summary by Chapter Objectives

355

(17)

Critical Thinking Questions

372

(1)

Critical Thinking Exercises

372

(1)

Critical Thinking Problems

373

(5)

Topic Suggestions for Intermediate-Length and Long Reports

378

(5)

Graphics

383

(27)

Introductory Situation: Graphics

384

(1)

Planning the Graphics

384

(1)

Placing the Graphics in the Report

384

(1)

Determining the General Mechanics of Construction

385

(2)

Size Determination

385

(1)

Layout Arrangement

385

(1)

Type

385

(1)

Rules and Borders

386

(1)

Color and Cross-Hatching

386

(1)

Clip Art

386

(1)

Background

386

(1)

Communication in Brief: Clear Evidence of the Value of Accurate Charts

387

(1)

Numbering

387

(1)

Construction of Titles and Captions

387

(1)

Placement of Titles and Captions

388

(1)

Footnotes and Acknowledgments

388

(1)

Constructing Textual Graphics

388

(3)

Tables

388

(2)

Pull Quotes

390

(1)

Bullet Lists

390

(1)

Flowcharts and Process Charts

391

(1)

Constructing Visual Graphics

391

(12)

Bar and Column Charts

391

(3)

Pictographs

394

(2)

Pie Charts

396

(1)

Line Charts

396

(1)

Scatter Diagrams

397

(1)

Maps

397

(1)

Combination Charts

398

(1)

Three-Dimensional Graphics

399

(2)

Other Graphics

401

(1)

Visual Integrity

401

(2)

Communication in Brief: Professorial Words of Wisdom

403

(2)

Technology in Brief: Practicing Visual Ethics

405

(1)

Summary by Chapter Objectives

406

(1)

Critical Thinking Questions

407

(1)

Critical Thinking Exercises

407

(3)

PART FIVE Other Forms of Business Communication

Informal Oral Communication

410

(22)

Introductory Situation: Informal Oral Communication on the Job

411

(1)

Informal Talking

411

(1)

Technology in Brief: Voice Input Saves Time Creating Business Documents

412

(1)

Definition of Talking

412

(1)

Communication in Brief: Professorial Words of Wisdom

413

(2)

Elements of Good Talking

413

(1)

Courtesy in Talking

414

(1)

Technology in Brief: Collaborative Tools Support Virtual Meetings

415

(1)

Conducting and Participating in Meetings

415

(2)

Techniques of Conducting Meetings

415

(1)

Techniques for Participating in a Meeting

416

(1)

Using the Telephone

417

(3)

Need for Favorable Voice Quality

417

(1)

Techniques of Courtesy

418

(1)

Effective Telephone Procedures

418

(1)

Effective Voice Mail Techniques

419

(1)

Wireless Telephones and Their Courteous Use

419

(1)

Dictating Messages and Reports

420

(1)

Techniques of Dictating

420

(1)

Illustration

421

(1)

Listening

421

(1)

The Nature of Listening

421

(1)

Communication in Brief: Listening Error in a Chain of Communication

422

(2)

Improving Your Listening Ability

422

(2)

The Reinforcing Role of Nonverbal Communication

424

(3)

Nature of Nonverbal Communication

425

(1)

Types of Nonverbal Communication

425

(2)

Summary by Chapter Objectives

427

(3)

Critical Thinking Questions

430

(1)

Critical Thinking Exercises

430

(2)

Public Speaking and Oral Reporting

432

(20)

Introductory Situation: Formal Speaking

433

(1)

Making Formal Speeches

433

(2)

Selection of the Topic

433

(1)

Preparation of the Presentation

433

(2)

Communication in Brief: A Speaker's Classic Putdown of an Unruly Audience

435

(2)

Determination of the Presentation Method

436

(1)

Technology in Brief: Presentation Delivery Tools Help You Convey Your Message Effectively

437

(5)

Consideration of Personal Aspects

437

(2)

Audience Analysis

439

(1)

Appearance and Physical Actions

440

(1)

Use of Voice

441

(1)

Communication in Brief: Mark Twain on ``Knowing When to Stop Talking''

442

(2)

Use of Visuals (Graphics)

442

(2)

A Summary List of Speaking Practices

444

(1)

Team (Collaborative) Presentations

444

(1)

Reporting Orally

445

(2)

A Definition of Oral Reports

446

(1)

Differences between Oral and Written Reports

446

(1)

Planning the Oral Report

447

(1)

Summary by Chapter Objectives

447

(2)

Critical Thinking Questions

449

(1)

Critical Thinking Exercises

449

(3)

PART SIX Cross-Cultural, Correctness, Technology, Research

Techniques of Cross-Cultural Communication

452

(17)

Introductory Situation: Cross-Cultural Communication

453

(1)

Problems of Cultural Differences

453

(1)

Technology in Brief: Web Tools for Cross-Cultural Communication

454

(2)

Body Positions and Movements

455

(1)

Communication in Brief: Carefully Present and Receive a Business Card in Japan

456

(2)

Views and Practices Concerning Factors of Human Relationships

457

(1)

Communication in Brief: A Classic Defense of Cultural Difference

458

(3)

Effects on Business Communication Techniques

460

(1)

Problems of Language

461

(4)

Lack of Language Equivalency

461

(1)

Difficulties in Using English

462

(3)

A General Suggestion for Communicating across Cultures

465

(1)

Communication in Brief: Professorial Words of Wisdom

466

(1)

Summary by Chapter Objectives

466

(2)

Critical Thinking Questions

468

(1)

Critical Thinking Exercises

468

(1)

Correctness of Communication

469

(26)

Introductory Situation: The Effects of Correctness on Communication

470

(1)

The Nature of Correctness

470

(1)

Communication in Brief: Can You Detect the Differences in Meaning the Punctuation Makes?

471

(1)

Standards for Punctuation

472

(6)

Apostrophe

472

(1)

Brackets

472

(1)

Colon

472

(1)

Comma

473

(3)

Dash

476

(1)

Exclamation Mark

476

(1)

Hyphen

476

(1)

Italics

477

(1)

Technology in Brief: Software Enhances the Usefulness of Reference Tools

478

(3)

Parentheses

478

(1)

Period

478

(1)

Question Mark

479

(1)

Quotation Marks

479

(1)

Semicolon

480

(1)

Communication in Brief: Spell Check

481

(1)

Standards for Grammar

481

(7)

Adjective--Adverb Confusion

481

(1)

Subject-Verb Agreement

482

(1)

Adverbial Noun Clause

482

(1)

Awkward

483

(1)

Dangling Modifier

483

(1)

Sentence Fragment

483

(1)

Pronouns

484

(1)

Parallelism

485

(1)

Tense

486

(1)

Word Use

487

(1)

Wrong Word

487

(1)

Standards for the Use of Numbers

488

(2)

Spelling

490

(2)

Rules for Word Plurals

490

(1)

Other Spelling Rules

490

(2)

Capitalization

492

(1)

Critical Thinking Exercises

493

(1)

A Self-Administered Diagnostic Test of Correctness

494

(1)

Technology-Enabled Communication

495

(24)

Introductory Situation: Using Technology in Communication Tasks

496

(1)

Tools for Constructing Messages

496

(9)

Computer Tools for Planning

496

(3)

Computer Tools for Gathering and Collecting Information

499

(1)

Computer Tools for Analyzing and Organizing

500

(1)

Computer Tools for Writing

501

(4)

Technology in Brief: Backing Up Frequently Is the Writer's Responsibility

505

(3)

Tools for Presenting Messages

508

(3)

Software

508

(3)

Hardware

511

(1)

Tools for Transmitting Messages

511

(3)

Tools for Collaboration

514

(1)

Asynchronous Computer Tools

514

(1)

Synchronous Computer Tools

515

(1)

A Look to the Future

515

(1)

Summary by Chapter Objectives

516

(2)

Critical Thinking Questions

518

(1)

Critical Thinking Exercises

518

(1)

Business Research Methods

519

(79)

Introductory Situation: Business Research Methods

520

(1)

Secondary Research

520

(15)

Finding Publication Collections

521

(1)

Taking the Direct Approach

522

(4)

Using Indirect Methods

526

(8)

Evaluating Websites

534

(1)

Primary Research

535

(5)

Searching through Company Records

535

(1)

Conducting the Experiment

536

(2)

Using the Observation Technique

538

(1)

Collecting Information by Survey

538

(2)

Technology in Brief: Survey Tools Help Writers Lay Out, Analyze, and Report Results of Questionnaires

540

(8)

Evaluating and Reporting Data

547

(1)

Summary by Chapter Objectives

548

(2)

Critical Thinking Questions

550

(1)

Critical Thinking Exercises

550

(2)

APPENDIXES

A Corrections for the Self-Administered Diagnostic Test of Correctness

552

(2)

B Physical Presentation of Letters, Memos, and Reports

554

(24)

C General Grading Checklists: Punctuation, Grammar, Number, Spelling, Proofreading, Technique, Strategy, and Formatting

578

(4)

D Special Grading Checklists: Messages and Reports

582

(4)

E Documentation and the Bibliography

586

(12)

Credits

598

(1)

Index

599

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