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Essentials of Business Communications

by:
ISBN: 9780324191516 | 0324191510
Edition: 6th
Format: Paperback
Publisher: South-Western College Pub
Pub. Date: 2/27/2003

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Table of Contents
Unit 1 Laying Communication Foundations
1(26)
Facing Today's Communication Challenges
2(25)
The Importance of Communicat... MORE
2(2)
Succeeding in the Changing World of Work
4(1)
Examining the Communication Process
4(2)
Developing Better Listening Skills
6(2)
Improving Your Nonverbal Communication Skills
8(4)
Understanding How Culture Affects Communication
12(3)
Capitalizing on Workforce Diversity
15(2)
Summing Up and Looking Forward
17(10)
Critical Thinking
18(1)
Chapter Review
18(2)
Activities and Cases
20(4)
Grammar/Mechanics Checkup
24(1)
Grammar/Mechanics Challenge
25(1)
Communication Workshop: Technology---Using Job Boards to Check Out Employment Possibilities
26(1)
Unit 2 The Writing Process
27(72)
Writing for Business Audiences
28(26)
Basics of Business Writing
28(1)
The Writing Process for Business Messages and Oral Presentations
29(2)
Analyzing the Purpose for Writing and the Audience
31(2)
Anticipating the Audience
33(2)
Adapting to the Task and Audience
35(7)
Technology Improves Your Business Writing
42(1)
Summing Up and Looking Forward
43(11)
Critical Thinking
44(1)
Chapter Review
44(2)
Writing Improvement Exercises
46(4)
Activity
50(1)
Grammar/Mechanics Checkup
50(1)
Grammar/Mechanics Challenge
51(1)
Communication Workshop: Career Skills---Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making
52(2)
Improving Writing Techniques
54(26)
Researching
54(3)
Organizing Data
57(3)
Effective Sentences
60(2)
Emphasis
62(2)
Active and Passive Voice
64(1)
Parallelism
64(1)
Unity
65(1)
Zigzag Writing
66(1)
Mixed Constructions
66(1)
Dangling and Misplaced Modifiers
66(1)
Paragraph Coherence
67(1)
Composing the First Draft
68(1)
Summing Up and Looking Forward
69(11)
Critical Thinking
69(1)
Chapter Review
70(1)
Writing Improvement Exercises
71(4)
Activity
75(1)
Grammar/Mechanics Checkup
76(1)
Grammar/Mechanics Challenge
77(1)
Communication Workshop: Ethics---Using Ethical Tools to Help You Do the Right Thing
78(2)
Revising and Proofreading Business Messages
80(19)
Understanding the Process of Revision
80(1)
Concise Wording
81(1)
Wordy Prepositional Phrases
82(1)
Long Lead-Ins
82(1)
Outdated Expressions
82(1)
Needless Adverbs
83(1)
Fillers
84(1)
Repetitious Words
84(1)
Redundant Words
84(1)
Jargon
85(1)
Slang
85(1)
Cliches
86(1)
Precise Verbs
86(1)
Concrete Nouns
87(1)
Vivid Adjectives
87(1)
Understanding the Process of Proofreading
87(3)
Summing Up and Looking Forward
90(9)
Critical Thinking
91(1)
Chapter Review
91(1)
Writing Improvement Exercises
92(3)
Activity
95(1)
Grammar/Mechanics Checkup
95(1)
Grammar/Mechanics Challenge
96(1)
Communication Workshop: Technology---Grammar and Spell Checkers: They've Come a Long Way, Baby!
97(2)
Unit 3 Corresponding at Work
99(134)
E-Mail and Memorandums
100(34)
The Importance of Internal Communication
100(1)
Characteristics of Successful E-Mail Messages and Memos
101(3)
Writing Process
104(1)
Using E-Mail Safely and Effectively
105(6)
Developing a Writing Plan for E-Mail Messages and Memos
111(3)
E-Mails and Memos That Relate Information, Procedures, and Instructions
114(2)
E-Mails and Memos That Make Requests
116(1)
E-Mails and Memos That Respond
117(1)
Summing Up and Looking Forward
118(16)
Critical Thinking
118(1)
Chapter Review
119(1)
Writing Improvement Exercises
120(2)
Writing Improvement Cases
122(3)
Activities and Cases
125(4)
Video Case: Innovation, Learning, and Communication at Yahoo
129(1)
Grammar/Mechanics Checkup
129(2)
Grammar/Mechanics Challenge
131(1)
Communication Workshop: Ethics---Whose Computer Is It Anyway?
132(2)
Routine Letters and Goodwill Messages
134(40)
Writing Everyday Business Letters
134(1)
Information and Action Request
135(2)
Order Request
137(1)
Simple Claim Request
138(3)
Information Response Letter
141(1)
Customer Order Response
142(2)
Customer Claim Response
144(4)
Letter of Recommendation
148(1)
Writing Winning Goodwill Messages
149(5)
Summing Up and Looking Forward
154(20)
Critical Thinking
154(1)
Chapter Review
154(1)
Writing Improvement Exercises
155(2)
Writing Improvement Cases
157(4)
Activities and Cases
161(8)
Video Case: Responsibilities and Rewards at Ben & Jerry's
169(1)
Video Case: MeetingsAmerica
169(1)
Grammar/Mechanics Checkup
170(1)
Grammar/Mechanics Challenge
171(1)
Communication Workshop: Career Skills---Dr. Guffey's Guide to Business Etiquette and Workplace Manners
172(2)
Persuasive Messages
174(29)
Persuasive Requests
174(7)
Sales Letters
181(6)
Summing Up and Looking Forward
187(16)
Critical Thinking
187(1)
Chapter Review
188(1)
Writing Improvement Exercises
189(1)
Writing Improvement Cases
190(3)
Activities and Cases
193(5)
Video Case: World Gym Persuasive Request
198(1)
Grammar/Mechanics Checkup
199(1)
Grammar/Mechanics Challenge
200(1)
Communication Workshop: Career Skills---Seven Steps to Resolving Workplace Conflicts
201(2)
Negative Messages
203(30)
Strategies for Breaking Bad News
203(1)
Resolving Business Problems
204(2)
Using the Indirect Pattern to Prepare the Reader
206(3)
Refusing Requests
209(3)
Refusing Claims
212(2)
Announcing Bad News to Customers and Employees
214(2)
When to Use the Direct Pattern
216(1)
Ethics and the Indirect Strategy
216(1)
Summing Up and Looking Forward
217(16)
Critical Thinking
217(1)
Chapter Review
217(1)
Writing Improvement Exercises
218(2)
Writing Improvement Cases
220(3)
Activities and Cases
223(6)
Video Case: DawnSign Press
229(1)
Grammar/Mechanics Checkup
230(1)
Grammar/Mechanics Challenge
231(1)
Communication Workshop: Multicultural---Presenting Bad News in Other Cultures
232(1)
Unit 4 Reporting Workplace Data
233(74)
Informal Reports
234(29)
Understanding Report Basics
235(4)
Guidelines for Developing Informal Reports
239(4)
Six Kinds of Informal Reports
243(1)
Information Reports
244(1)
Progress Reports
245(1)
Justification/Recommendation Reports
245(2)
Feasibility Reports
247(2)
Minutes of Meetings
249(2)
Summaries
251(1)
Summing Up and Looking Forward
252(11)
Critical Thinking
253(1)
Chapter Review
253(2)
Writing Improvement Exercises
255(1)
Activities and Cases
255(3)
Grammar/Mechanics Checkup
258(1)
Grammar/Mechanics Challenge
259(1)
Communication Workshop: Collaboration---Laying the Groundwork for Team Writing Projects
260(3)
Proposals and Formal Reports
263(44)
Informal Proposals
264(3)
Formal Proposals
267(1)
Preparing to Write Formal Reports
268(1)
Researching Secondary Data
268(3)
Generating Primary Data
271(3)
Documenting Data
274(1)
Organizing and Outlining Data
274(3)
Illustrating Data
277(6)
Presenting the Final Report
283(11)
Summing Up and Looking Forward
294(13)
Critical Thinking
295(1)
Chapter Review
295(1)
Activities and Cases
296(7)
Video Case: Technology in Communication at Burke Marketing Research
303(1)
Grammar/Mechanics Checkup
303(1)
Grammar/Mechanics Challenge
303(2)
Communication Workshop: Technology---Trash or Treasure: Assessing the Quality of Web Documents
305(2)
Unit 5 Developing Speaking Skills
307(56)
Communicating in Person, by Telephone, and in Meetings
308(26)
Improving Face-to-Face Workplace Communication
309(7)
Polishing Your Professional Telephone and Voice Mail Skills
316(4)
Planning and Participating in Productive Business and Professional Meetings
320(4)
Summing Up and Looking Forward
324(10)
Critical Thinking
324(1)
Chapter Review
325(1)
Activities
326(4)
Grammar/Mechanics Checkup
330(1)
Grammar/Mechanics Challenge
330(2)
Communication Workshop: Career Skills---How to Deal With Difficult People at Work
332(2)
Making Oral Presentations
334(29)
Getting Ready for an Oral Presentation
335(2)
Organizing Content for a Powerful Impact
337(4)
How the Best Speakers Build Audience Rapport
341(2)
Planning Visual Aids, Handouts, and Electronic Presentations
343(2)
Designing an Impressive Electronic Presentation
345(6)
Polishing Your Delivery and Following Up
351(3)
Adapting to International and Cross-Cultural Audiences
354(1)
Summing Up and Looking Forward
355(8)
Critical Thinking
355(1)
Chapter Review
356(1)
Activities
357(3)
Video Case: Designing and Delivering Oral Presentations at Burke Marketing
360(1)
Grammar/Mechanics Checkup
360(1)
Grammar/Mechanics Challenge
361(1)
Communication Workshop: Ethics---The Worst Deadly Sin in a Presentation
362(1)
Unit 6 Communicating for Employment
363(64)
The Job Search, Resumes, and Job Application Letters
364(38)
Preparing for Employment
364(6)
The Persuasive Resume
370(18)
The Persuasive Job Application Letter
388(5)
Summing Up and Looking Forward
393(9)
Critical Thinking
394(1)
Chapter Review
394(2)
Activities and Cases
396(2)
Grammar/Mechanics Checkup
398(1)
Grammar/Mechanics Challenge
399(1)
Communication Workshop: Career Skills---How to Use Traditional and Online Networking to Explore the Hidden Job Market
400(2)
Employment Interviewing and Follow-Up Messages
402(25)
Succeeding in Various Kinds of Employment Interviews
403(1)
Investigating the Target
404(1)
Preparing and Practicing
405(1)
Sending Positive Nonverbal Messages
406(1)
Fighting Fear
407(1)
Answering Questions
408(1)
All-Time Favorite Questions With Selected Answers
408(4)
Closing the Interview
412(1)
Follow-Up Letters and Other Employment Documents
413(3)
Summing Up and Looking Forward
416(11)
Critical Thinking
417(1)
Chapter Review
417(2)
Activities and Cases
419(3)
Video Case: Interviewing in Business
422(1)
Grammar/Mechanics Checkup
422(2)
Grammar/Mechanics Challenge
424(1)
Communication Workshop: Career Skills---Let's Talk Money: Negotiating a Salary
425(2)
Appendix A Reference Guide to Document Formats427(13)
Appendix B Correction Symbols and Proofreading Marks440(3)
Appendix C Documentation Formats443(6)
Grammar/Mechanics Handbook449(49)
Key to Grammar/Mechanics Checkups498(3)
Notes501(4)
Index505

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