Rent 9780072293920 | Business and Administrative Communication

Summary Table of Contents

This Seventh Edition of Business and Administrative Communication by Kitty Locker is a true leader in the business communications field. Beyond covering the broad scope of topics in both oral and written business communication, Locker's text uses a student-friendly writing style and strong design element to hold student attention. Real-world examples and real business applications underscore the relevance and importance of the material presented to the classroom experience and to the students' careers. Kitty Locker's text also conveys the best possible advice to students through its research base; the author's reputation as a contributor to this field of study lends an even greater element of teachability and relevance to this market-leading title. Locker continues to lead the pack with innovative technology offerings the BComm Skill Booster, PowerWeb round out the learning experience with Business and Administrative Communication

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Part One The Building Blocks of Effective Messages

(152)

Business Communication, Management, and Success

(30)

An Inside Perspective: Business Communication, Management, and Success

(2)

Communication Ability = Promotability

(1)

``I'll Never Have to Write Because...''

(2)

The Managerial Functions of Communication

(2)

The Cost of Correspondence

(2)

The Costs of Poor Correspondence

(2)

Benefits of Improving Correspondence

(1)

Criteria for Effective Messages

(1)

Trends in Business and Administrative Communication

(8)

Understanding and Analyzing Business Communication Situations

(1)

How to Solve Business Communication Problems

(4)

Summary of Key Points

(1)

Exercises and Problems for Chapter 1

(6)

Building Goodwill

(26)

An Inside Perspective: Building Goodwill

(1)

You-Attitude

(3)

Positive Emphasis

(6)

Tone, Power, and Politeness

(2)

Reducing Bias in Business Communication

(6)

Summary of Key Points

(2)

Exercises and Problems for Chapter 2

(5)

Adapting Your Message to Your Audience

(28)

An Inside Perspective: Adapting Your Message to Your Audience

(1)

Identifying Your Audience

(1)

Ways to Analyze Your Audience

(5)

Choosing Channels to Reach Your Audience

(1)

Using Audience Analysis to Adapt Your Message

(6)

Reader Benefits

(5)

Writing or Speaking to Multiple Audience with Different Needs

(1)

Summary of Key Points

(1)

Exercises and Problems for Chapter 3

(7)

Making Your Writing Easy to Read

(28)

An Inside Perspective: Making Your Writing Easy to Read

(1)

Good Style in Business and Administrative Writing

(3)

Half-Truths about Style

(1)

Evaluating ``Rules'' about Writing

(1)

Building a Better Style

(2)

Ten Ways to Make Your Writing Easier to Read

(12)

Readability Formulas and Good Style

106

(1)

Organizational Preferences for Style

107

(1)

Summary of Key Points

107

(1)

Exercises and Problems for Chapter 4

108

(6)

Planning, Composing, and Revising

114

(16)

An Inside Perspective: Planning, Composing, and Revising

115

(1)

The Ways Good Writers Write

116

(1)

Activities in the Composing Process

116

(1)

Brainstorming, Planning, and Organizing Business Documents

117

(2)

Revising, Editing, and Proofreading

119

(4)

Getting and Using Feedback

123

(1)

Using Boilerplate

124

(1)

Overcoming Writer's Block and Procrastination

125

(1)

Technology and the Writing Process

126

(1)

Summary of Key Points

126

(1)

Exercises and Problems for Chapter 5

127

(3)

Designing Documents, Slides, and Screens

130

(23)

An Inside Perspective: Designing Documents, Slides, and Screens

131

(1)

Guidelines for Page Design

132

(6)

Designing Brochures and Newsletters

138

(2)

Designing Presentation Slides

140

(1)

Designing Web Pages

141

(1)

Testing the Design

142

(1)

Document Design as Part of Your Writing Process(es)

143

(1)

The Importance of Effective Design

143

(1)

Summary of Key Points

143

(2)

Exercises and Problems for Chapter 6

145

(8)

Part Two Letters and Memos

153

(158)

Informative and Positive Messages

154

(36)

An Inside Perspective: Informative and Positive Messages

155

(1)

Writing Letters and Memos

156

(1)

Organizing Informative and Positive Messages

157

(2)

Subject Lines for Informative and Positive Messages

159

(3)

Using Reader Benefits in Informative and Positive Messages

162

(1)

Writing the One-Page Memo

163

(1)

Ending Informative and Positive Letters and Memos

163

(1)

Writing E-Mail Messages

164

(3)

Varieties of Informative and Positive Messages

167

(4)

Solving a Sample Problem

171

(3)

Summary of Key Points

174

(2)

Exercises and Problems for Chapter 7

176

(14)

Negative Messages

190

(30)

An Inside Perspective: Writing Negative Messages

191

(1)

Subject Lines for Negative Messages

192

(1)

Organizing Negative Letters

193

(1)

Organizing Negative Memos

193

(3)

The Parts of a Negative Message

196

(5)

Tone in Negative Messages

201

(1)

Alternate Strategies for Negative Messages

202

(1)

Writing Negative E-Mail Messages

202

(1)

Varieties of Negative Messages

203

(1)

Solving a Sample Problem

203

(5)

Summary of Key Points

208

(1)

Exercises and Problems for Chapter 8

209

(11)

Writing Persuasive Messages

220

(38)

An Inside Perspective: Writing Persuasive Messages

221

(1)

Choosing a Persuasive Strategy

222

(3)

Writing Direct Requests

225

(3)

Writing Problem-Solving Messages

228

(6)

Tone in Persuasive Messages

234

(1)

Writing Persuasive E-Mail Messages

235

(1)

Varieties of Persuasive Messages

236

(3)

Solving a Sample Problem

239

(6)

Summary of Key Points

245

(1)

Exercises and Problems for Chapter 9

246

(12)

Handling Difficult Persuasive Situations

258

(18)

An Inside Perspective: Handling Difficult Persuasive Situations

259

(2)

Limiting Your Audience

261

(1)

Bringing Everybody on Board

261

(2)

Involving Your Audience

263

(4)

Convincing the Reader

267

(3)

Summary of Key Points

270

(1)

Exercises and Problems for Chapter 10

271

(5)

Sales and Fund-Raising Letters

276

(35)

An Inside Perspective: Sales and Fund-Raising Letters

277

(1)

Components of Good Direct Mail

278

(1)

Is It ``Junk'' Mail?

279

(1)

Basic Direct Mail Strategy

280

(3)

How To Organize a Sales or Fund-Raising Letter

283

(6)

Strategy in Sales Letters

289

(1)

Strategy in Fund-Raising Appeals

290

(7)

Writing Style

297

(6)

Parts of a Direct Mail Package

303

(1)

Summary of Key Points

304

(1)

Exercises and Problems for Chapter 11

305

(6)

Part Three Interpersonal Communication

311

(52)

Communicating Across Cultures

312

(22)

An Inside Perspective: Communicating Across Cultures

313

(1)

The Importance of International Business

314

(1)

Diversity in the United States and Canada

314

(1)

Ways to Look at Culture

315

(1)

Values, Beliefs, and Practices

315

(2)

Nonverbal Communication

317

(5)

Oral Communication

322

(3)

Writing to International Audiences

325

(2)

Learning More about International Business Communication

327

(1)

Summary of Key Points

327

(1)

Exercises and Problems for Chapter 12

328

(6)

Working and Writing in Groups

334

(29)

An Inside Perspective: Working and Writing in Groups

335

(1)

Listening

336

(2)

Group Interactions

338

(5)

Working in Diverse Groups

343

(2)

Conflict Resolution

345

(4)

Effective Meetings

349

(1)

Collaborative Writing

350

(3)

Summary of Key Points

353

(1)

Exercises and Problems for Chapter 13

354

(9)

Part Four Reports

363

(140)

Planning, Proposing, and Researching Reports

364

(40)

An Inside Perspective: Planning, Proposing, and Researching Reports

365

(1)

Varieties of Reports

366

(1)

Defining Report Problems

367

(1)

Writing Proposals

368

(9)

Writing Progress Reports

377

(3)

Research Strategies for Reports

380

(11)

Using and Documenting Sources

391

(6)

Summary of Key Points

397

(1)

Exercises and Problems for Chapter 14

398

(6)

Analyzing Information and Writing Reports

404

(52)

An Inside Perspective: Analyzing Data and Writing Reports

405

(1)

A Timetable for Writing Reports

406

(1)

Analyzing Data and Information for Reports

406

(5)

Choosing Information for Reports

411

(1)

Organizing Information in Reports

412

(9)

Presenting Information Effectively in Reports

421

(4)

Writing Formal Reports

425

(23)

Summary of Key Points

448

(2)

Exercises and Problems for Chapter 15

450

(6)

Using Graphs and Other Visuals

456

(26)

An Inside Perspective: Using Graphs and Other Visuals

457

(1)

When to Use Visuals

458

(1)

Designing Visuals

459

(11)

Integrating Visuals in Your Text

470

(1)

Using Visuals in Your Presentation

471

(1)

Summary of Key Points

471

(1)

Exercises and Problems for Chapter 16

472

(10)

Making Oral Presentations

482

(21)

An Inside Perspective: Making Oral Presentations

483

(1)

Purposes in Oral Presentations

484

(1)

Comparing Written and Oral Messages

484

(1)

Planning a Strategy for Your Presentation

485

(6)

Choosing Information to Include in a Presentation

491

(1)

Organizing Your Information

492

(1)

Delivering an Effective Presentation

493

(4)

Handling Questions

497

(1)

Making Group Presentations

498

(1)

Summary of Key Points

498

(2)

Exercises and Problems for Chapter 17

500

(3)

Part Five Job Hunting

503

(83)

Resumes

504

(32)

An Inside Perspective: Resumes

505

(1)

A Time Line for Job Hunting

506

(1)

Evaluating Your Strengths and Interests

506

(1)

How Employers Use Resumes

507

(1)

Guidelines for Resumes

507

(3)

Kinds of Resumes

510

(1)

What to Include in a Resume

510

(13)

Dealing with Difficulties

523

(2)

How an Average Student Produced an Excellent Resume

525

(1)

Online Resumes

526

(5)

Summary of Key Points

531

(1)

Exercises and Problems for Chapter 18

532

(4)

Job Application Letters

536

(28)

An Inside Perspective: Job Application Letters

537

(1)

How Job Letters Differ from Resumes

538

(1)

How to Find Out about Employers and Jobs

538

(6)

Content and Organization for Job Application Letters

544

(8)

E-Mail Application Letters

552

(1)

Creating a Professional Image

553

(3)

Summary of Key Points

556

(2)

Exercises and Problems for Chapter 19

558

(6)

Job Interviews, Follow-Up Letters and Calls, and Job Offers

564

(22)

An Inside Perspective: Job Interviews, Follow-Up Letters and Calls, and Job Offers

564

(2)

Interviewing in the Twenty-First Century

566

(1)

Developing an Interview Strategy

566

(1)

Taking Care of the Details

567

(2)

Practicing for the Interview

569

(1)

During the Interview

569

(2)

Answering Traditional Interview Questions

571

(5)

Behavioral and Situational Interviews

576

(1)

After the Interview

576

(6)

Summary of Key Points

582

(1)

Exercises and Problems for Chapter 20

583

(3)

A Formats for Letters, Memos, and E-Mail Messages

586

(22)

An Inside Perspective: Formats for Letters, Memos, and E-Mail Messages

587

(1)

Formats for Letters

588

(9)

Alternate Format for Letters That Are Not Individually Typed

597

(1)

Typing Envelopes

597

(2)

Format for Memos

599

(1)

Formats for E-Mail Messages

599

(4)

State and Province Abbreviations

603

(5)

B Writing Correctly

608

(24)

An Inside Perspective: Writing Correctly

609

(1)

Using Grammar

610

(4)

Understanding Punctuation

614

(1)

Punctuating Sentences

614

(2)

Punctuation within Sentences

616

(4)

Special Punctuation Marks

620

(1)

Writing Numbers and Dates

621

(1)

Words That Are Often Confused

622

(5)

Proofreading Symbols

627

(1)

Exercises and Problems for Appendix B

628

(4)

C Making and Communicating Meaning

632

(18)

An Inside Perspective: Making and Communicating Meaning

633

(1)

Communication Channels in Organizations

634

(1)

A Model of the Communication Process

634

(3)

Principles of Semantics

637

(8)

Summary of Key Points

645

(1)

Exercises and Problems for Appendix C

646

(4)

D Toulmin Logic

650

(7)

An Inside Perspective: Toulmin Logic

651

(1)

The Toulmin Model

652

(1)

How Much of the Full Toulmin Model to Use

653

(1)

Summary of Key Points

654

(1)

Exercises for Appendix D

655

(2)

Glossary

657

(12)

Notes

669

(10)

Photo Credits

679

(2)

Company Index

681

(4)

Organization Index

685

(2)

Subject Index

687

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Business and Administrative Communication

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