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Basic Business Communication: Skills For Empowering the Internet Generation w/Student CD, B-Comm Skill Booster, and PowerWeb

by ;
Edition:
10th
ISBN13:

9780073080178

ISBN10:
0073080179
Format:
Hardcover
Pub. Date:
5/27/2004
Publisher(s):
McGraw-Hill/Irwin
List Price: $159.05
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Summary

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.

Table of Contents

Preface vii
PART ONE Introduction
Communication in the Workplace
2(18)
The Role of Communication in Business
3(1)
The Importance of Communication Skills to You
3(1)
Why Business Needs to Communicate
3(1)
Communication in Brief: Some Quotes on Communication by Today's Businesspeople
4(1)
Communication in Brief: Peter Drucker, on the Importance of Communication in Business
5(4)
Main Forms of Communication in Business
5(2)
Communication Network of the Organization
7(2)
Variation in Communication Activity by Business
9(1)
The Process of Human Communication
9(2)
The Beginning: A Message Sent
10(1)
Entry in the Sensory World
10(1)
Detection by the Senses
10(1)
Communication in Brief: Professorial Words of Wisdom
11(3)
The Filtering Process
11(1)
Formation and Sending of the Response
11(1)
The Cycle Repeated
12(1)
The Communication Process and Written Communication
12(1)
Some Basic Truths about Communication
12(1)
Resulting Stress on Adaptation
13(1)
The Goal, Plan, and Philosophy of This Book
14(1)
The Plan: Situations, Solutions, Summaries
14(1)
The Philosophy: Communicate to Communicate
14(1)
An Underlying Rule: Ethical Communication
14(1)
Summary by Chapter Objectives
14(2)
Critical Thinking Questions
16(1)
Critical Thinking Exercises
16(4)
PART TWO Fundamentals of Business Writing
Adaptation and the Selection of Words
20(22)
Introductory Situation: Choosing Words That Communicate
21(1)
The Basic Need for Adaptation
21(1)
Visualizing the Reader
21(1)
Technique of Adapting
21(1)
Communication in Brief: A Classic Case of Adaptation
22(1)
Adaptation Illustrated
22(1)
Adapting to Multiple Readers
22(1)
Governing Role of Adaptation
23(1)
Suggestions for Selecting Words
23(4)
Use Familiar Words
24(1)
Use Slang and Popular Cliches with Caution
25(1)
Choose Short Words
25(1)
Use Technical Words and Acronyms with Caution
26(1)
Communication in Brief: Technical Language?
27(1)
Select Words with the Right Strength and Vigor
27(1)
Technology in Brief: Grammar Checkers Help Writers with Word Selection
28(4)
Use Concrete Language
29(1)
Use the Active Voice
30(1)
Avoid Overuse of Camouflaged Verbs
31(1)
Communication in Brief: Professorial Words of Wisdom
32(1)
Select Words for Precise Meanings
32(1)
Suggestions for Nondiscriminatory Writing
33(3)
Use Gender-Neutral Words
33(3)
Communication in Brief: Meaning and the Appearance of a Word
36(2)
Avoid Words That Stereotype by Race, Nationality, or Sexual Orientation
37(1)
Avoid Words That Stereotype by Age
37(1)
Avoid Words That Typecast Those with Disabilities
37(1)
In Conclusion about Words
38(1)
Summary by Chapter Objectives
38(1)
Critical Thinking Questions
39(1)
Critical Thinking Exercises
39(3)
Construction of Clear Sentences and Paragraphs
42(20)
Introductory Situation: Writing Sentences and Paragraphs That Communicate
43(1)
Foundation of Adaptation
43(1)
Emphasis on Short Sentences
43(1)
Technology in Brief: Readability Statistics Help Writers Evaluate Document Length and Difficulty
44(1)
Communication in Brief: A Marathon Sentence (308 Words) from U.S. Government Regulations
45(5)
Limiting Sentence Content
45(1)
Economizing on Words
46(4)
Communication in Brief: Professorial Words of Wisdom
50(5)
Determining Emphasis in Sentence Design
51(1)
Giving Sentences Unity
52(2)
Arranging Sentences for Clarity
54(1)
Care in Paragraph Design
55(1)
Giving the Paragraphs Unity
55(1)
Keeping Paragraphs Short
55(1)
Communication in Brief: Uniqueness and Clarity in a Definition
56(2)
Making Good Use of Topic Sentences
56(1)
Leaving out Unnecessary Detail
57(1)
Giving the Paragraphs Movement
58(1)
Summary by Chapter Objectives
58(2)
Critical Thinking Questions
60(1)
Critical Thinking Exercises
60(2)
Writing for Effect
62(22)
Introductory Situation: Affecting Human Relations through Writing
63(1)
Business Etiquette and the Need for Effect
63(1)
Communication in Brief: Professorial Words of Wisdom
64(1)
Conversational Style
64(1)
Resisting the Tendency to Be Formal
64(1)
Technology in Brief: Grammar Checkers Help Identify Cliches, Colloquialisms, and Jargon
65(2)
Cutting Out ``Rubber Stamps''
65(1)
Proof through Contrasting Examples
66(1)
You-Viewpoint
67(2)
The You-Viewpoint Illustrated
67(1)
A Point of Controversy
68(1)
Accent on Positive Language
69(2)
Effects of Words
69(1)
Examples of Word Choice
70(1)
Courtesy
71(1)
Communication in Brief: A French General's Justification of Politeness
72(3)
Singling Out Your Reader
72(1)
Refraining from Preaching
72(1)
Doing More Than Is Expected
72(1)
Avoiding Anger
73(1)
Being Sincere
74(1)
The Role of Emphasis
75(1)
Emphasis by Position
75(1)
Space and Emphasis
76(1)
Sentence Structure and Emphasis
76(1)
Mechanical Means of Emphasis
76(1)
Coherence
76(2)
Tie-In Sentences
76(1)
Repetition of Key Words
77(1)
Use of Pronouns
77(1)
Transitional Words
77(1)
A Word of Caution
78(1)
Summary by Chapter Objectives
78(2)
Critical Thinking Questions
80(1)
Critical Thinking Exercises
80(4)
PART THREE Basic Patterns of Business Messages
Introduction to Messages and the Writing Process
84(21)
Introductory Situation: The Nature of Business Messages
85(1)
Text Messaging
85(2)
Email
87(5)
Evaluating Email's Pros and Cons
87(1)
Including the Prefatory Elements
88(1)
Beginning the Message
88(1)
Organizing the Contents
89(1)
Writing the Message: Formality Considerations
90(1)
Writing the Message: General Considerations
91(1)
Technology in Brief: Using Good Email Etiquette Helps Writers Convey Intended Message
92(1)
Communication in Brief: Professorial Words of Wisdom
93(1)
Closing the Message
93(1)
Using Emphasis Devices
93(1)
Using Initialisms Cautiously
94(1)
Avoiding Inappropriate Use of Email
94(1)
Traditional Letters
94(1)
Memorandums
95(4)
Defining Memorandums
95(1)
Determining Memorandum Form
96(1)
Viewing Memorandum Formality
97(1)
Writing Memorandums
97(1)
Policy Memorandums and Directives
98(1)
The Process of Writing
99(2)
Planning the Message
99(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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