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Business Communication Process and Product (with InfoTrac),9780324223040
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Business Communication Process and Product (with InfoTrac)

by
Edition:
5th
ISBN13:

9780324223040

ISBN10:
0324223048
Format:
Hardcover
Pub. Date:
2/23/2005
Publisher(s):
Thomson-South Western

Questions About This Book?

What version or edition is this?
This is the 5th edition with a publication date of 2/23/2005.
What is included with this book?
  • The Used copy of this book is not guaranteed to include any supplemental materials. Typically, only the book itself is included.

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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.

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


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