Rent 9780538845144 | Business Communication : Process and Product

Summary Table of Contents

BUSINESS COMMUNICATION: PROCESS AND PRODUCT is a time-tested, Web-supported, teaching/learning/testing system that delivers comprehensive resources. The text uses the 3-x-3 writing process to guide the user in writing effectively. Accurate, detailed model documents provide numerous examples for learners to emulate, and abundant activities and cases develop skills. The variety and depth of resources in both print and electronic media are unmatched by any competitor. Mary Ellen Guffey leads the market in providing instructors with timely, innovative, and continuously refreshed teaching tips and support through her Web sites, monthly newsletters, and conference presentations.

Communication Foundations	p. 1
Communicating at Work	p. 2
Case Study: Communication in Process: Pillsbury's Restructuring "Discombobulates" Employees	p. 3
Ensuring That You Succeed in the New Workplace	p. 3
Career Coach: Five Common Myths About Writing on the Job	p. 6
Career Coach: Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making	p. 10
Examining the... MORE Process of Communication	p. 10
Overcoming Interpersonal Communication Barriers	p. 13
Communicating in Organizations	p. 15
Tech Talk: Tips for Controlling the E-Mail Monster	p. 19
Improving the Flow of Information in Organizations	p. 20
Case Study: Process in Progress: Pillsbury Revisited	p. 23
Facing Increasing Ethical Challenges	p. 24
Strengthening Your Communication Skills	p. 28
Summary of Learning Objectives	p. 28
Case Study: Process to Product: Applying Your Skills at Pillsbury	p. 29
Chapter Review	p. 31
Critical Thinking	p. 31
Activities	p. 31
C.L.U.E. Review 1	p. 35
Communicating in Teams: Listening, Nonverbal Communication, Collaboration, and Meeting Skills	p. 36
Case Study: Communication in Process: Harley-Davidson Cruises Toward Team-Based Management	p. 37
Communicating in a Team-Oriented Workplace	p. 37
Characteristics of Successful Teams	p. 40
Career Coach: Five Strategies for Reaching Group Decisions	p. 42
Checklist for Developing Team Effectiveness	p. 42
Organizing Team-Based Written and Oral Presentations	p. 43
Case Study: Process in Progress: Harley-Davidson Revisited	p. 45
Becoming an Effective Team Listener	p. 46
Checklist for Improving Listening	p. 49
Communicating Through Nonverbal Messages	p. 49
Checklist of Techniques for Improving Nonverbal Communication Skills	p. 54
Planning and Participating in Productive Meetings	p. 54
Checklist for Planning and Participating in Productive Meetings	p. 58
Using Groupware to Facilitate Meetings and Decision Making	p. 59
Case Study: Process to Product: Applying Your Skills at Harley-Davidson	p. 61
Strengthening Your Teamwork Skills Now	p. 61
Summary of Learning Objectives	p. 62
Chapter Review	p. 64
Critical Thinking	p. 64
Activities	p. 64
C.L.U.E. Review 2	p. 66
Communicating Across Cultures	p. 67
Case Study: Communication in Process: Corning and Vitro: A Marriage Made in Hell	p. 68
The Increasing Importance of Multicultural Communication	p. 68
Tech Talk: Being Multiculturally Correct on the Web	p. 71
Understanding Culture	p. 72
Achieving Multicultural Sensitivity	p. 77
Ethical Insights: Firm Lands in Hot Water for Caving in to Cultural Prejudices	p. 78
Case Study: Process in Progress: Corning and Vitro Revisited	p. 79
Improving Communication With Multicultural Audiences	p. 81
Checklist for Improving Multicultural Sensitivity and Communication	p. 84
Coping With Multicultural Ethics	p. 86
Capitalizing on Workforce Diversity	p. 88
Career Coach: He Said, She Said: Gender Talk and Gender Tension	p. 91
Case Study: Process to Product: Applying Your Skills in Mexico	p. 92
Summary of Learning Objectives	p. 92
Chapter Review	p. 94
Critical Thinking	p. 94
Activities	p. 95
C.L.U.E. Review 3	p. 98
The Writing Process	p. 99
Preparing to Write Business Messages	p. 100
Case Study: Communication in Process: Kinko's Trades Quirky Campus Image for Buttoned-Down Corporate Look	p. 101
Approaching the Writing Process Systematically	p. 101
Tech Talk: Seven Ways Computer Software Can Help You Create Better Written Messages, Oral Presentations, and Web Pages	p. 105
Analyzing the Task	p. 106
Anticipating the Audience	p. 107
Adapting to the Task and Audience	p. 109
Case Study: Process in Progress: Kinko's Revisited	p. 112
Career Coach: Eight Easy Ways to Make Readers and Listeners Angry	p. 114
Checklist for Adapting a Message to Its Audience	p. 116
Adapting to Legal Responsibilities	p. 117
Case Study: Process to Product: Applying Your Skills to Kinko's	p. 119
Summary of Learning Objectives	p. 119
Chapter Review	p. 121
Critical Thinking	p. 121
Activities	p. 121
C.L.U.E. Review 4	p. 124
Organizing and Writing Business Messages	p. 125
Case Study: Communication in Process: Liz Claiborne Finds That Achieving Human Rights in Apparel Industry Is Like Bottling Fog	p. 126
Researching Data and Generating Ideas	p. 126
Organizing Data	p. 131
Organizing Ideas Into Patterns	p. 134
Case Study: Process in Progress: Liz Claiborne, Inc., Revisited	p. 136
Composing the First Draft	p. 137
Drafting Meaningful Paragraphs	p. 140
Checklist for Composing Sentences and Paragraphs	p. 144
Case Study: Process to Product: Applying Your Skills at Liz Claiborne, Inc.	p. 145
Summary of Learning Objectives	p. 145
Chapter Review	p. 147
Critical Thinking	p. 147
Activities	p. 147
C.L.U.E. Review 5	p. 150
Revising Business Messages	p. 151
Case Study: Communication in Process: Spanish-Speaking Chihuahua Sparks Overhaul of Taco Bell Menu	p. 152
Revising Messages	p. 152
Revising for Vigor and Directness	p. 157
Revising for Readability	p. 158
Case Study: Process in Progress: Taco Bell Revisited	p. 159
Checklist for Revising Messages	p. 160
Career Coach: Applying the Fog Index to Determine Readability	p. 161
Proofreading for the Finishing Touch	p. 162
Tech Talk: Spell Checkers Are Wonderful, But...	p. 163
Tech Talk: Grammar Checkers: They've Come a Long Way, Baby	p. 165
Evaluating the Product	p. 166
Summary of Learning Objectives	p. 166
Case Study: Process to Product: Applying Your Skills at Taco Bell	p. 167
Chapter Review	p. 169
Critical Thinking	p. 170
Activities	p. 170
C.L.U.E. Review 6	p. 174
Business Correspondence	p. 175
Routine Letters and Goodwill Messages	p. 176
Case Study: Communication in Process: Ben and Jerry's Uses Routine Letters to Sweeten Relations With Customers	p. 177
Strategies for Routine Letters	p. 177
Direct Request Letters	p. 182
Checklist for Writing Direct Requests	p. 186
Direct Reply Letters	p. 188
Ethical Insights: Using Caution in Writing Letters of Recommendation	p. 192
Checklist for Writing Direct Replies	p. 199
Case Study: Process in Progress: Ben and Jerry's Revisited	p. 199
Writing Winning Goodwill Messages	p. 200
Checklist for Writing Goodwill Messages	p. 203
Writing International Letters	p. 204
Case Study: Process to Product: Applying Your Skills at Ben and Jerry's	p. 205
Summary of Learning Objectives	p. 206
Chapter Review	p. 207
Critical Thinking	p. 207
Activities	p. 207
C.L.U.E. Review 7	p. 216
Routine Memos and E-Mail Messages	p. 217
Case Study: Communication in Process: Getting Facts on Record at Shore Memorial Hospital	p. 218
Writing Routine Memos and E-Mail Messages	p. 218
Tech Talk: Not Exactly a Paperless Office, But Close	p. 222
Using E-Mail Effectively	p. 224
Career Coach: E-Mail Netiquette--Courtesy in Cyberspace	p. 228
Kinds of Memos	p. 230
Case Study: Process in Progress: Shore Memorial Hospital Revisited	p. 231
Checklist for Writing Routine Memos and E-Mail Messages	p. 237
Case Study: Process to Product: Applying Your Skills at Shore Memorial Hospital	p. 238
Summary of Learning Objectives	p. 238
Chapter Review	p. 239
Critical Thinking	p. 240
Activities	p. 240
C.L.U.E. Review 8	p. 247
Persuasive and Sales Messages	p. 248
Case Study: Communication in Process: Amazon.com Learns How to Persuade Its Web Customers	p. 249
Strategies for Making Persuasive Requests	p. 249
Career Coach: Seven Rules Every Persuader Should Know	p. 251
Ethical Insights: What's Fair in Persuasion? Avoiding Common Logical Fallacies	p. 257
Writing Successful Persuasive Requests	p. 257
Case Study: Process in Progress: Amazon.com Revisited	p. 258
Checklist for Making Persuasive Requests	p. 264
Planning and Composing Sales Messages	p. 264
Checklist for Writing Sales Letters	p. 271
Developing Persuasive News Releases	p. 271
Case Study: Process to Product: Applying Yours Skills at Amazon.com	p. 273
Summary of Learning Objectives	p. 273
Chapter Review	p. 275
Critical Thinking	p. 275
Activities	p. 275
C.L.U.E. Review 9	p. 282
Negative Messages	p. 283
Case Study: Communication in Process: Pepsi Sometimes Says No	p. 284
Strategies for Breaking Bad News	p. 284
Refusing Routine Requests	p. 294
Tech Talk: Using Technology to Personalize Form Letters	p. 297
Checklist for Refusing Routine Requests	p. 298
Sending Bad News to Customers	p. 298
Checklist for Delivering Bad News to Customers	p. 302
Managing Negative Organization News	p. 302
Case Study: Process in Progress: Pepsi-Cola Revisited	p. 303
Checklist for Managing Negative Organization News	p. 306
Case Study: Process to Product: Applying Your Skills at Pepsi-Cola	p. 307
Summary of Learning Objectives	p. 307
Chapter Review	p. 308
Critical Thinking	p. 309
Activities	p. 309
C.L.U.E. Review 10	p. 318
Reports and Proposals	p. 319
Report Planning and Research	p. 320
Case Study: Communication in Process: Specialized Bicycles Wonders Whether Cycling Is a Men-Only Sport	p. 321
Clarifying and Classifying Reports	p. 321
Applying the 3-X-3 Writing Process to Reports	p. 329
Case Study: Process in Progress: Specialized Bicycles Revisited	p. 335
Researching Secondary Data	p. 335
Tech Talk: Understanding Natural Language, Keyword, and Boolean Searching	p. 343
Generating Primary Data	p. 346
Tech Talk: Internet On-Line Surveys Pay Off	p. 347
Documenting Data	p. 350
Ethical Insights: How to Avoid Plagiarism	p. 351
Case Study: Process to Product: Applying Your Skills at Specialized	p. 354
Summary of Learning Objectives	p. 354
Chapter Review	p. 356
Critical Thinking	p. 356
Activities	p. 356
Report Organization and Presentation	p. 359
Case Study: Communication in Process: J. D. Power and Associates Promises Facts and Analysis	p. 360
Interpreting Data	p. 360
Case Study: Process in Progress: J. D. Power and Associates Revisited	p. 369
Organizing Data	p. 369
Illustrating Data with Graphics	p. 375
Tech Talk: Using Your Computer to Produce Charts	p. 380
Ethical Insights: Making Ethical Charts and Graphics	p. 383
Case Study: Process to Product: Applying Your Skills at J. D. Power and Associates	p. 384
Summary of Learning Objectives	p. 384
Chapter Review	p. 385
Critical Thinking	p. 385
Activities	p. 386
Typical Business Reports	p. 388
Case Study: Communication in Process: Nike Scrambles to Restore Image and Profits	p. 389
Informational Reports	p. 389
Checklist for Writing Informational Reports	p. 396
Career Coach: Ten Tips for Designing Better Documents	p. 398
Case Study: Process in Progress: Nike Inc. Revisited	p. 399
Analytical Reports	p. 399
Checklist for Writing Analytical Reports	p. 410
Case Study: Process to Product: Applying Your Skills at Nike Inc.	p. 411
Summary of Learning Objectives	p. 411
Chapter Review	p. 413
Critical Thinking	p. 413
Activities	p. 413
Proposals and Formal Reports	p. 417
Case Study: Communication in Process: Proposals at Hewlett-Packard May Lead to Marriage	p. 418
Preparing Formal and Informal Proposals	p. 418
Checklist for Writing Proposals	p. 424
Case Study: Process in Progress: Hewlett-Packard Revisited	p. 425
Writing Formal Reports	p. 425
Checklist for Preparing Formal Reports	p. 431
Case Study: Process to Product: Applying Your Skills at Hewlett-Packard	p. 446
Summary of Learning Objectives	p. 446
Chapter Review	p. 447
Critical Thinking	p. 448
Activities	p. 448
Presentations	p. 459
Speaking Skills	p. 460
Case Study: Communication in Process: Walt Disney Imagineering Sells Tokyo Disneyland on Winnie the Pooh	p. 461
Preparing an Effective Oral Presentation	p. 461
Organizing the Content	p. 462
Career Coach: Nine Techniques for Gaining and Keeping Audience Attention	p. 464
Planning Visual Aids and Handouts	p. 467
Designing an Electronic Presentation	p. 469
Polishing Your Delivery	p. 473
Career Coach: How to Avoid Stage Fright	p. 474
Ethical Insights: The "Worst Deadly Sin" in a Presentation	p. 476
Case Study: Process in Progress: Walt Disney Imagineering Revisited	p. 477
Adapting to International and Cross-Cultural Audiences	p. 478
Checklist for Preparing and Organizing Oral Presentations	p. 478
Telephones and Voice Mail	p. 480
Case Study: Process to Product: Applying Your Skills at Walt Disney Imagineering	p. 482
Summary of Learning Objectives	p. 483
Chapter Review	p. 484
Critical Thinking	p. 484
Activities	p. 485
Employment Communication	p. 487
Case Study: Communication in Process: Carnival Captures Cruise Market and Shoreside Job Applicants	p. 488
Preparing for Employment	p. 488
Career Coach: How to Use Traditional and On-Line Networking to Explore the Hidden Job Market	p. 492
The Persuasive Resume	p. 495
Preparing for Computer Scanning	p. 503
Faxing or E-Mailing Your Resume	p. 511
Ethical Insights: Are Inflated Resumes Worth the Risk?	p. 512
Checklist for Writing a Persuasive Resume	p. 512
Case Study: Process in Progress: Carnival Cruise Lines Revisited	p. 514
The Persuasive Letter of Application	p. 515
Checklist for Writing a Persuasive Letter of Application	p. 520
Follow-Up Letters and Other Employment Documents	p. 521
Interviewing for Employment	p. 524
Career Coach: Answering Ten Frequently Asked Interview Questions	p. 526
Summary of Learning Objectives	p. 527
Chapter Review	p. 528
Critical Thinking	p. 529
Activities	p. 529
C.L.U.E. Competent Language Usage Essentials: A Business Communicator's Guide	p. 1
Guide to Document Formats	p. 26
Documentation Formats	p. 40
Correction Symbols	p. 48
Key to C.L.U.E. Exercises	p. 51
Endnotes	p. 1
Acknowledgments	p. 1
Index	p. 1
Table of Contents provided by Syndetics. All Rights Reserved.

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