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Business Communication Process and Product (with InfoTrac)

by: Guffey, Mary Ellen

Business Communication Process and Product (with InfoTrac)

by: Guffey, Mary Ellen

ISBN 13:
9780324223040
ISBN 10:
0324223048
Edition: 5th
Format: Hardcover
Copyright: 02/23/2005
Publisher: Thomson-South Western
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Summary

Your instructor selected Business Communication: Process and Product, 5e knowing that it provides you with the tools you need to succeed. Reading the assigned chapters, completing assignments, and using the study aids provided online and within the text will help you to prepare for tests, participate in class, and achieve both the best grade and the best career skills possible. Book jacket.

UNIT 1 Communication Foundations

(132)

Communicating at Work

(38)

Communication In Process: Stodgy Procter & Gamble Stumbles in Reinventing Itself

(1)

Ensuring That You Succeed in the New Workplace

(7)

Career Coach: Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making

(1)

Examining the Process of Communication

(2)

Overcoming Interpersonal Communication Barriers

(2)

Communicating in Organizations

(3)

Tech Talk: Practicing Courteous and Responsible Cell Phone Use

(1)

Improving the Flow of Information in Organizations

(1)

Tech Talk: Tips for Controlling the E-Mail Monster

(3)

Process in Progress: Procter & Gamble Revisited

(1)

Facing Increasing Ethical Challenges

(5)

Strengthening Your Communication Skills

(1)

Summary of Learning Objectives

(1)

Process to Product: Applying Your Skills at Procter & Gamble

(2)

Chapter Review

(1)

Critical Thinking

(1)

Activities

(5)

Video Resources

(1)

C.L.U.E. Review 1

(2)

Communicating in Small Groups and Teams

(33)

Communication in Process: Harley-Davidson Cruises Toward Team-Based Management

(1)

Preparing to Work With Groups and Teams

(1)

Understanding Team Development, Roles, and Conflict

(1)

Tech Talk: Techniques for Staying Connected in Virtual Teams

(6)

Characteristics of Successful Teams

(2)

Ethical Insights: Ethical Responsibilities of Group Members and Leaders

(1)

Checklist for Developing Team Effectiveness

(1)

Organizing Team-Based Written and Oral Presentations

(2)

Planning and Participating in Productive Meetings

(1)

Process in Progress: Harley-Davidson Revisited

(4)

Checklist for Planning and Participating in Productive Meetings

(1)

Using Collaboration Technology to Facilitate Meetings, Manage Projects, and Make Decisions

(3)

Strengthening Your Teamwork Skills Now

(1)

Summary of Learning Objectives

(2)

Process to Product: Applying Your Skills at Harley-Davidson

(1)

Chapter Review

(1)

Critical Thinking

(1)

Activities

(5)

C.L.U.E. Review 2

(1)

Workplace Listening and Nonverbal Communication

(26)

Communication in Process: L. L. Bean's Success Secret Is Listening to Customers

(1)

Listening in the Workplace

(3)

The Listening Process and Its Barriers

(2)

Improving Workplace Listening

(2)

Checklist for Improving Listening

(1)

Career Coach: Listening to Nonnative Speakers in the Workplace

(1)

Process in Progress: L. L. Bean Revisited

(1)

Communicating Through Nonverbal Messages

(5)

Career Coach: The Perils of Casual Apparel in the Workplace

(1)

Checklist of Techniques for Improving Nonverbal Communication Skills in the Workplace

(1)

Process to Product: Applying Your Skills at L. L. Bean, Inc.

(1)

Summary of Learning Objectives

(2)

Chapter Review

(1)

Critical Thinking

(1)

Activities

(5)

C.L.U.E. Review 3

(1)

Communicating Across Cultures

(34)

Communication in Process: Mighty Wal-Mart Eyes Famously Finicky Japanese Consumers

100

(1)

The Increasing Importance of Intercultural Communication

101

(3)

Tech Talk: Being Interculturally Correct on the Web

104

(1)

Understanding Culture

104

(6)

Achieving Intercultural Proficiency

110

(1)

Ethical Insights: Firm Lands in Hot Water for Caving in to Cultural Prejudices

111

(1)

Improving Communication With Intercultural Audiences

112

(1)

Process in Progress: Wal-Mart Revisited

113

(4)

Checklist for Improving Intercultural Proficiency and Communication

117

(1)

Coping With Intercultural Ethics

118

(3)

Capitalizing on Workforce Diversity

121

(2)

Career Coach: He Said, She Said: Gender Talk and Gender Tension

123

(2)

Process to Product: Applying Your Skills at Wal-Mart

125

(1)

Summary of Learning Objectives

125

(3)

Chapter Review

128

(1)

Critical Thinking

128

(1)

Activities

128

(4)

Video Resources

132

(1)

C.L.U.E. Review 4

132

(1)

UNIT 2 Guffey's 3-x-3 Writing Process

133

(82)

Writing Process Phase 1: Analyze, Anticipate, Adapt

134

(28)

Communication in Process: Kinko's Trades Its Quirky Campus Image As FedEx Moves In

135

(1)

Approaching the Writing Process Systematically

136

(4)

Tech Talk: Using Technology to Edit and Revise Collaborative Documents

140

(1)

Writing Process Phase 1: Analyze

141

(1)

Writing Process Phase 1: Anticipate

142

(3)

Writing Process Phase 1: Adapt

145

(3)

Process in Progress: Kinko's Revisited

148

(4)

Checklist for Adapting a Message to Its Audience

152

(1)

Adapting to Legal Responsibilities

152

(2)

Process to Product: Applying Your Skills at Kinko's

154

(1)

Summary of Learning Objectives

155

(2)

Chapter Review

157

(1)

Critical Thinking

157

(1)

Activities

158

(3)

Video Resource

161

(1)

C.L.U.E. Review 5

161

(1)

Writing Process Phase 2: Research, Organize, Compose

162

(28)

Communication in Process: Old Navy Struggles to Help Gap Get Its Groove Back

163

(1)

Writing Process Phase 2: Research

164

(3)

Writing Process Phase 2: Organize

167

(6)

Process in Progress: Old Navy Revisited

173

(1)

Writing Process Phase 2: Compose

173

(1)

Tech Talk: Seven Ways Computers Can Help You Create Better Written Messages, Oral Presentations, and Web Pages

174

(4)

Drafting Meaningful Paragraphs

178

(4)

Checklist for Composing Sentences and Paragraphs

182

(1)

Process to Product: Applying Your Skills at Old Navy

183

(1)

Summary of Learning Objectives

183

(2)

Chapter Review

185

(1)

Critical Thinking

185

(1)

Activities

185

(4)

Video Resource

189

(1)

C.L.U.E. Review 6

189

(1)

Writing Process Phase 3: Revise, Proofread, Evaluate

190

(25)

Communication in Process: Thinking Outside the Bun, Taco Bell Seeks Fresh Menu

191

(1)

Writing Process Phase 3: Revise

191

(2)

Revising for Conciseness

193

(3)

Revising for Vigor and Directness

196

(1)

Revising for Readability

197

(3)

Checklist for Revising Messages

200

(1)

Process in Progress: Taco Bell Revisited

201

(1)

Writing Process Phase 3: Proofread

201

(2)

Tech Talk: Using Spell Checkers and Grammar/Style Checkers Wisely

203

(1)

Process to Product: Applying Your Skills at Taco Bell

204

(1)

Writing Process Phase 3: Evaluate

204

(2)

Summary of Learning Objectives

206

(2)

Chapter Review

208

(1)

Critical Thinking

208

(1)

Activities

208

(5)

C.L.U.E. Review 7

213

(2)

UNIT 3 Business Correspondence

215

(162)

Routine E-Mail Messages and Memos

216

(35)

Communication in Process: Disney's Michael Eisner Finds E-Mail Powerful but Dangerous

217

(1)

Applying the Writing Process to Produce Effective E-Mail Messages and Memos

218

(2)

Analyzing the Structure and Format of E-Mail Messages and Memos

220

(5)

Using E-Mail Smartly and Safely

225

(3)

Tech Talk: Your Internet Use Could Get You Fired

228

(2)

Process in Progress: The Walt Disney Company Revisited

230

(1)

Writing Information and Procedure E-Mail Messages and Memos

231

(2)

Writing Request and Reply E-Mail Messages and Memos

233

(3)

Writing Confirmation E-Mail Messages and Memos

236

(1)

Checklist for Writing Routine E-Mail Messages and Memos

236

(2)

Process to Product: Applying Your Skills at the Walt Disney Company

238

(1)

Summary of Learning Objectives

238

(2)

Chapter Review

240

(1)

Critical Thinking

240

(1)

Activities

240

(10)

Video Resources

250

(1)

C.L.U.E. Review 8

250

(1)

Routine Letters and Goodwill Messages

251

(46)

Communication in Process: Ben & Jerry's Uses Routine Letters to Sweeten Relations With Customers

252

(1)

Applying Guffey's 3-x-3 Writing Process to Create Successful Letters

253

(2)

Analyzing the Structure and Characteristics of Business Letters

255

(3)

Direct Requests for Information or Action

258

(2)

Order Letters

260

(1)

Direct Claims

261

(4)

Checklist for Writing Direct Requests

265

(1)

Direct Replies

265

(3)

Adjustments

268

(3)

Letters of Recommendation

271

(2)

Ethical Insights: Using Caution in Writing Letters of Recommendation

273

(2)

Process in Progress: Ben & Jerry's Revisited

275

(1)

Checklist for Writing Positive Reply Letters

275

(1)

Goodwill Messages

276

(4)

Checklist for Writing Goodwill Messages

280

(1)

International Messages

281

(1)

Summary of Learning Objectives

282

(1)

Process to Product: Applying Your Skills at Ben & Jerry's

283

(2)

Chapter Review

285

(1)

Critical Thinking

285

(1)

Activities

285

(11)

Video Resources

296

(1)

C.L.U.E. Review 9

296

(1)

Persuasive and Sales Messages

297

(38)

Communication in Process: Amazon.com Solidifies Its Status as the Top E-Marketer Through Personalized Persuasion

298

(1)

Strategies for Making Persuasive Requests

299

(1)

Career Coach: Seven Rules Every Persuader Should Know

300

(2)

Blending the Components of a Persuasive Message

302

(4)

Ethical Insights: What's Fair in Persuasion? Avoiding Common Logical Fallacies

306

(1)

Writing Successful Persuasive Requests

306

(1)

Process in Progress: Amazon.com Revisited

307

(5)

Checklist for Making Persuasive Requests

312

(1)

Planning and Composing Outstanding Sales Messages

312

(3)

Tech Talk: What Successful Online Sales Messages Have in Common

315

(4)

Checklist for Writing Sales Letters

319

(1)

Developing Persuasive Press Releases

319

(2)

Process to Product: Applying Your Skills at Amazon.com

321

(1)

Summary of Learning Objectives

322

(2)

Chapter Review

324

(1)

Critical Thinking

324

(1)

Activities

324

(10)

Video Resources

334

(1)

C.L.U.E. Review 10

334

(1)

Negative Messages

335

(42)

Communication in Process: Pepsi Sometimes Says No

335

(1)

Strategies for Delivering Bad News

335

(6)

Techniques for Delivering Bad News Sensitively

341

(4)

Refusing Routine Requests

345

(3)

Checklist for Refusing Routine Requests

348

(2)

Tech Talk: Using Technology to Personalize Form Letters

350

(1)

Delivering Bad News to Customers

351

(6)

Process in Progress: Pepsi-Cola Revisited

357

(1)

Checklist for Delivering Bad News to Customers

357

(1)

Delivering Bad News Within Organizations

358

(3)

Checklist for Delivering Bad News Within Organizations

361

(1)

Presenting Bad News in Other Cultures

362

(1)

Summary of Learning Objectives

362

(1)

Process to Product: Applying Your Skills at Pepsi-Cola

363

(2)

Chapter Review

365

(1)

Critical Thinking

365

(1)

Activities

365

(11)

Video Resources

376

(1)

C.L.U.E. Review 11

376

(1)

UNIT 4 Reports and Proposals

377

(124)

Preparing to Write Business Reports

378

(43)

Communication in Process: BzzAgent Supports Women's Right to One True Fit

379

(1)

Understanding Report Basics

380

(6)

Applying Guffey's 3-x-3 Writing Process to Reports

386

(4)

Process in Progress: BzzAgent Revisited

390

(2)

Gathering Information From Secondary Sources

392

(6)

Tech Talk: Managing Your Electronic Research Data Like a Pro

398

(1)

Gathering Information From Primary Sources

399

(4)

Documenting Data

403

(4)

Illustrating Data

407

(6)

Ethical Insights: Making Ethical Charts and Graphics

413

(1)

Process to Product: Applying Your Skills at BzzAgent

414

(1)

Summary of Learning Objectives

414

(2)

Chapter Review

416

(1)

Critical Thinking

416

(1)

Activities

416

(4)

C.L.U.E. Review 12

420

(1)

Organizing and Writing Typical Business Reports

421

(42)

Communication in Process: Something New Is Always Brewing at Starbucks

422

(1)

Interpreting Data

422

(5)

Drawing Conclusions and Making Recommendations

427

(4)

Organizing Data

431

(5)

Writing Informational Reports

436

(1)

Career Coach: Ten Tips for Designing Better Documents

437

(6)

Checklist for Writing Informational Reports

443

(1)

Process in Progress: Starbucks Revisited

444

(1)

Writing Analytical Reports

445

(8)

Checklist for Writing Analytical Reports

453

(2)

Process to Product: Applying Your Skills at Starbucks

455

(1)

Summary of Learning Objectives

455

(2)

Chapter Review

457

(1)

Critical Thinking

457

(1)

Activities

457

(5)

C.L.U.E. Review 13

462

(1)

Proposals and Formal Reports

463

(38)

Communication in Process: Proposals From Hewlett-Packard Pave a Path to the Altar

464

(1)

Preparing Formal and Informal Proposals

465

(5)

Checklist for Writing Proposals

470

(1)

Process in Progress: Hewlett-Packard Revisited

471

(1)

Preparing an Effective Business Plan

472

(1)

Writing Formal Reports

473

(20)

Checklist for Preparing Formal Reports

493

(1)

Process to Product: Applying Your Skills at Hewlett-Packard

494

(1)

Summary of Learning Objectives

495

(1)

Chapter Review

496

(1)

Critical Thinking

496

(1)

Activities

496

(4)

C.L.U.E. Review 14

500

(1)

UNIT 5 Presentations

501

(1)

Speaking With Confidence

502

(1)

Communication in Process: Walt Disney Imagineering Sells Tokyo Disneyland on Winnie the Pooh

503

(1)

Preparing Effective Oral Presentations

504

(2)

Organizing the Content for a Powerful Impact

506

(1)

Career Coach: Nine Techniques for Gaining and Keeping Audience Attention

507

(3)

How the Best Speakers Build Audience Rapport

510

(2)

Planning Visual Aids, Handouts, and Multimedia Presentations

512

(2)

Designing a Multimedia Presentation

514

(6)

Polishing Your Delivery and Following Up

520

(1)

Career Coach: How to Avoid Stage Fright

521

(2)

Process in Progress: Walt Disney Imagineering Revisited

523

(1)

Adapting to International and Cross-Cultural Audiences

524

(1)

Checklist for Preparing and Organizing Oral Presentations

525

(1)

Improving Telephone, Voice Mail, and Remote Conferencing Skills

526

(3)

Tech Talk: Making Effective Conference Calls

529

(1)

Process to Product: Applying Your Skills at Walt Disney Imagineering

530

(1)

Summary of Learning Objectives

530

(2)

Chapter Review

532

(1)

Critical Thinking

532

(1)

Activities

532

(3)

Video Resources

535

(1)

C.L.U.E. Review 15

535

(1)

Employment Communication

536

(1)

Communication in Process: Carnival Captures Cruise Market and Job Applicants

537

(1)

Preparing for Employment

538

(5)

The Persuasive Resume

543

(1)

Career Coach: Network Your Way to a Job in the Hidden Market

544

(9)

Optimizing Your Resume for Today's Technologies

553

(5)

Checklist for Writing a Persuasive Resume

558

(1)

Ethical Insights: Are Inflated Resumes Worth the Risk?

559

(1)

Process in Progress: Carnival Cruise Line Revisited

560

(5)

The Persuasive Cover Letter

565

(5)

Checklist for Writing a Persuasive Cover Letter

570

(1)

Follow-Up Letters and Other Employment Documents

571

(3)

Interviewing for Employment

574

(2)

Career Coach: Looking Good When You Answer Key Interview Questions

576

(3)

Process to Product: Applying Your Skills at Carnival Cruise Lines

579

(1)

Summary of Learning Objectives

579

(2)

Chapter Review

581

(1)

Critical Thinking

581

(1)

Activities

581

(4)

Video Resources

585

(1)

C.L.U.E. Review 16

585

Appendix A Competent Language Usage (C.L.U.E.)

(26)

Appendix B Reference Guide to Document Formats

(12)

Appendix C Documentation Formats

(6)

Appendix D Correction Symbols

(4)

Key to C.L.U.E. Review Exercises

Notes

(1)

Acknowledgments

(1)

Index

Amazon no longer offers textbook rentals. We do!

Business Communication Process and Product (with InfoTrac)

Business Communication Process and Product (with InfoTrac)

9780324223040

0324223048

Summary

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Business Communication Process and Product (with InfoTrac)

Business Communication Process and Product (with InfoTrac)

9780324223040

0324223048

Summary

Table of Contents

Supplemental Materials

Write a Review

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