Business Communication (with CD-ROM and InfoTrac)

by Krizan, A.C. Buddy; Merrier, Patricia; Jones, Carol Larson

• ISBN13: 9780324272253
• ISBN10: 0324272251
• Edition: 6th
• Format: Hardcover
• Copyright: 2004-01-02
• Publisher: South-Western College Pub

Summary

Business Communication, 6th Edition, presents basic business communication fundamentals by using practical applications. It is designed to assist readers in achieving academic and career success through the development of excellent communication skills. In depth discussion of current communication topics include: workplace diversity, electronic technology, correspondence applications, proposals, business plans, special reports, visual aids, teamwork, interpersonal communication, listening and nonverbal messages, presentation skills, and employment communication.

Table of Contents

Preface	xi
Part 1 Communication Fundamentals	1	(90)
Business Communication Foundations	2	(25)
Communication Note: Definition of Business Communication	4	(1)
Goals of Business Communication	4	(2)
Patterns of Business Communication	6	(3)
Communication Note: A Sweet and Sour Look at the Grapevine	9	(1)
The Communication Process	10	(3)
Communication Note: Nonverbal Communication Can Help Servers Get Better Tips	13	(4)
Communication Barriers	17	(1)
Communication Note: Errors Have $ and Image Implications	18	(9)
Workplace Diversity	27	(31)
Multicultural Business Communication	29	(2)
Communication Note: Effective Multicultural Communicators	31	(3)
Communication Note: Diversity Pays Off	34	(4)
Communication Note: Sexual Harassment	38	(2)
Communication Note: Generation Communication Disconnect	40	(1)
Communication Note: The ADA Says . . .	41	(1)
Guidelines for Multicultural Business Communication	42	(1)
Communication Note: Shooting Yourself in the Foot!	43	(2)
Multinational or Global Business Communication	45	(3)
Communication Note: Germans Respond Coldly to Wal-Mart	48	(3)
Communication Strategies for Multinational and Global Business	51	(7)
Technological, Legal, and Ethical Considerations	58	(33)
Technology Trends	59	(1)
Communication Note: People Will Talk . . .	60	(3)
Business Applications of Technology	63	(3)
Technology-Related Legal and Ethical Issues	66	(5)
Communication Note: Cell Phone Viruses	71	(1)
Legal Considerations for Business Messages	72	(5)
Ethical Considerations and Codes of Conduct	77	(6)
Legal and Ethical Messages	83	(8)
Part 2 Effective Communication Development	91	(62)
Principles of Business Communication	92	(34)
Choosing Words	93	(3)
Communication Note: Strive for Clarity in All Your Correspondence	96	(5)
Developing Sentences	101	(3)
Communication Note: How Long is a Short Sentence?	104	(5)
Forming Paragraphs	109	(1)
Communication Note: How Long is a Short Paragraph?	110	(2)
Communication Note: Topic Sentence Location in Direct and Indirect Plan	112	(1)
Communication Note: Six Ways to Emphasize Ideas	113	(1)
Communication Note: Transitional Words Bridge Ideas	114	(2)
Communication Note: ``Do Not . . .''	116	(1)
Composing with Style	117	(1)
Communication Note: Checklist: Principles of Business Communication	118	(8)
Print and Electronic Messages	126	(27)
The Advantages and Disadvantages of Written Messages	127	(1)
Developing Written Business Messages	127	(10)
Determining Vocabulary Level	137	(2)
Developing Electronic Messages	139	(1)
Electronic Mail	140	(1)
Communication Note: Help Your Reader ``Hear'' Your E-mail	141	(12)
Part 3 Correspondence Applications	153	(96)
Positive and Neutral Messages	154	(25)
Communication Note: Keeping Track of Guests	155	(1)
Use the Direct Plan for Positive and Neutral Messages	155	(1)
How to Use the Direct Plan	156	(2)
Implementing the Direct Plan	158	(6)
Inquiries	164	(2)
Request Approvals	166	(2)
Claims	168	(2)
Adjustments	170	(1)
Unsolicited Positive and Neutral Messages	171	(8)
Goodwill Messages	179	(13)
Types of Goodwill Messages	180	(4)
Communication Note: Responding to an RSVP is Important!	184	(2)
Style in Goodwill Messages	186	(1)
Communication Note: Congratulatory Radio Messages to the Queen of England	186	(6)
Negative Messages	192	(29)
Use the Indirect Plan for Negative Messages	193	(1)
How to Use the Indirect Plan	193	(2)
Communication Note: Company Policy Is NOT Justification	195	(1)
Communication Note: Tell It Like It Is	196	(2)
Implementing the Indirect Plan	198	(5)
Request Refusals	203	(2)
Adjustment Refusals	205	(2)
Credit Refusals	207	(2)
Unsolicited Negative Messages	209	(2)
Use the Direct Plan for Negative Messages When Appropriate	211	(10)
Persuasive Messages	221	(28)
Use the Indirect Plan for Persuasive Messages	222	(1)
How to Use the Indirect Plan	222	(2)
Communication Note: Importance of Proper Packaging of a Message	224	(1)
Implementing the Indirect Plan	225	(4)
Persuasive Requests	229	(2)
Recommendations	231	(1)
Special Claims	232	(2)
Sales Messages	234	(2)
Collection Messages	236	(13)
Part 4 Written Report Applications	249	(148)
Business Research and Report Writing	250	(54)
Research Techniques	251	(7)
Communication Note: The Audit Interview	258	(1)
Communication Note: Getting Feedback about Customer Service	259	(5)
Communication Note: Online Focus Groups	264	(1)
Communication Note: Research Oversight	265	(2)
Report Types and Characteristics	267	(1)
Informal Written Reports	268	(2)
Formal Written Reports	270	(5)
Mechanics of Formal Reports	275	(29)
Proposals, Business Plans, and Special Reports	304	(27)
Proposals	305	(2)
Communication Note: The Audit Proposal	307	(1)
Communication Note: The Grant Proposal	308	(5)
Business Plans	313	(5)
Special Reports	318	(2)
Communication Note: Talk Isn't Cheap	320	(11)
Visual Aids	331	(31)
Use of Visual Aids	332	(2)
Development of Visual Aids	334	(10)
Communication Note: Using Pictures in a Weight-Loss Program	344	(5)
Selection of Appropriate Visual Aids	349	(5)
Possible Deception in Visual Aids	354	(8)
Interpersonal Communication and Teamwork	362	(35)
The Elements of Interpersonal Communication	363	(1)
Positive Relationships	363	(1)
Communication Note: Communicate Respect, Not Disrespect	364	(11)
Criticism	375	(2)
Conflict	377	(3)
Teamwork	380	(2)
Communication Note: Ways to Add Life to Your Meetings	382	(5)
Communication Note: Teamwork, Past and Future	387	(3)
Writing Teams	390	(7)
Part 5 Oral and Nonverbal Communication	397	(50)
Listening and Nonverbal Messages	398	(17)
Listening	399	(6)
Communication Note: The Value of Listening	405	(1)
Nonverbal Communication	405	(4)
Communication Note: Identifying Body Language Problems	409	(1)
Communication Note: Distances for Personal Space in the United States	410	(5)
Oral Communication Essentials	415	(32)
Improving Your Voice Qualities	416	(1)
Using Your Voice Effectively	417	(4)
Strengthening Your Presence	421	(3)
Presentations	424	(3)
Communication Note: Speaking Outside the United States	427	(3)
Communication Note: Anecdotes	430	(2)
Communication Note: Develop Multiple Versions of Your Message	432	(6)
Communication Note: Making a Team Presentation	438	(1)
Special Presentation Situations	438	(9)
Part 6 Employment Communication	447	(68)
The Job Search and Resume	448	(38)
Analyzing Your Qualifications and Job Preferences	449	(2)
Communication Note: Types of Information on an Individual Profile Inventory	451	(1)
Communication Note: Types of Information on an Education Inventory	452	(1)
Communication Note: Action Verb Examples	453	(1)
Communication Note: Types of Experience Inventory Information	453	(1)
Communication Note: Types of Information on a References Inventory	454	(1)
Communication Note: Types of Information in a Job Preferences Inventory	455	(1)
Obtaining Information about Employment Opportunities	455	(3)
Communication Note: Calls to Networking Contacts	458	(1)
Communication Note: Web Sites for Career Planning and Job Search	459	(2)
Preparing a Resume	461	(5)
Preparing Your Resume	466	(10)
Submitting Electronic Resumes	476	(1)
Communication Note: Examples of Keywords for an Accounting Position	477	(3)
Refining the Resume	480	(6)
Employment Communication and Interviewing	486	(29)
Writing Application Letters	487	(5)
Interviewing for a Job	492	(15)
Preparing Other Employment Communications	507	(8)
BUSINESS ENGLISH SEMINARS	515	(80)
Seminar A Parts of Speech	516	(18)
Seminar B Sentence Structure	534	(21)
Seminar C Punctuation	555	(20)
Seminar D Style	575	(13)
Seminar E Word Usage	588	(7)
APPENDIXES	595	(48)
Appendix A Formats of Letters and Memos	596	(23)
Appendix B Document Format---APA and MLA	619	(6)
Appendix C Example Formal Report	625	(18)
Index	643