Business Communication Process and Product (with InfoTrac)

by Guffey, Mary Ellen

• ISBN13: 9780324223040
• ISBN10: 0324223048
• Edition: 5th
• Format: Hardcover
• Copyright: 2005-02-23
• Publisher: Thomson-South Western

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.

Table of Contents

UNIT 1 Communication Foundations	1	(132)
Communicating at Work	2	(38)
Communication In Process: Stodgy Procter & Gamble Stumbles in Reinventing Itself	3	(1)
Ensuring That You Succeed in the New Workplace	3	(7)
Career Coach: Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making	10	(1)
Examining the Process of Communication	11	(2)
Overcoming Interpersonal Communication Barriers	13	(2)
Communicating in Organizations	15	(3)
Tech Talk: Practicing Courteous and Responsible Cell Phone Use	18	(1)
Improving the Flow of Information in Organizations	19	(1)
Tech Talk: Tips for Controlling the E-Mail Monster	20	(3)
Process in Progress: Procter & Gamble Revisited	23	(1)
Facing Increasing Ethical Challenges	24	(5)
Strengthening Your Communication Skills	29	(1)
Summary of Learning Objectives	29	(1)
Process to Product: Applying Your Skills at Procter & Gamble	30	(2)
Chapter Review	32	(1)
Critical Thinking	32	(1)
Activities	33	(5)
Video Resources	38	(1)
C.L.U.E. Review 1	38	(2)
Communicating in Small Groups and Teams	40	(33)
Communication in Process: Harley-Davidson Cruises Toward Team-Based Management	41	(1)
Preparing to Work With Groups and Teams	42	(1)
Understanding Team Development, Roles, and Conflict	43	(1)
Tech Talk: Techniques for Staying Connected in Virtual Teams	44	(6)
Characteristics of Successful Teams	50	(2)
Ethical Insights: Ethical Responsibilities of Group Members and Leaders	52	(1)
Checklist for Developing Team Effectiveness	52	(1)
Organizing Team-Based Written and Oral Presentations	53	(2)
Planning and Participating in Productive Meetings	55	(1)
Process in Progress: Harley-Davidson Revisited	56	(4)
Checklist for Planning and Participating in Productive Meetings	60	(1)
Using Collaboration Technology to Facilitate Meetings, Manage Projects, and Make Decisions	61	(3)
Strengthening Your Teamwork Skills Now	64	(1)
Summary of Learning Objectives	64	(2)
Process to Product: Applying Your Skills at Harley-Davidson	66	(1)
Chapter Review	67	(1)
Critical Thinking	67	(1)
Activities	67	(5)
C.L.U.E. Review 2	72	(1)
Workplace Listening and Nonverbal Communication	73	(26)
Communication in Process: L. L. Bean's Success Secret Is Listening to Customers	74	(1)
Listening in the Workplace	75	(3)
The Listening Process and Its Barriers	78	(2)
Improving Workplace Listening	80	(2)
Checklist for Improving Listening	82	(1)
Career Coach: Listening to Nonnative Speakers in the Workplace	83	(1)
Process in Progress: L. L. Bean Revisited	84	(1)
Communicating Through Nonverbal Messages	84	(5)
Career Coach: The Perils of Casual Apparel in the Workplace	89	(1)
Checklist of Techniques for Improving Nonverbal Communication Skills in the Workplace	90	(1)
Process to Product: Applying Your Skills at L. L. Bean, Inc.	91	(1)
Summary of Learning Objectives	91	(2)
Chapter Review	93	(1)
Critical Thinking	93	(1)
Activities	93	(5)
C.L.U.E. Review 3	98	(1)
Communicating Across Cultures	99	(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.)	1	(26)
Appendix B Reference Guide to Document Formats	27	(12)
Appendix C Documentation Formats	39	(6)
Appendix D Correction Symbols	45	(4)
Key to C.L.U.E. Review Exercises	49
Notes	1	(1)
Acknowledgments	1	(1)
Index	1