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Contemporary Business Communications

by
Edition:
6th
ISBN13:

9780618472529

ISBN10:
0618472525
Format:
Hardcover
Pub. Date:
1/26/2005
Publisher(s):
South-Western College Pub

Questions About This Book?

What version or edition is this?
This is the 6th edition with a publication date of 1/26/2005.
What is included with this book?
  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.
  • 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

Ober prepares students for business communication by employing a hands-on approach, connecting topics, examples, and exercises to the modern workplace. The text provides ample opportunity for students to practice their oral and written skills, and includes strategies for using email, voicemail, the Internet, and other innovations in communication technology. Continuing the emphasis on technology and work-team communication, the Sixth Edition integrates real-world perspective and the 3Ps (Problem, Process, Product) writing model in the introduction of the Eduspace online learning tool, featuring writing tutorials and expanded Web-based resources. New! Chapter-opening interviews with high-level business managers including Gilbert C. Morrell Jr., President and CEO, The Nucon Group; Scott Roller, Internet Marketing Director, Texas Instruments; and Gary Davis, Vice President, Corporate Communications, World Wrestling Entertainment, Inc., among others. Continuing text examples and end-of-chapter exercises create consistency throughout the text. For example, in Chapter 7, students first assume the role of buyer and write a claim letter. Later, they assume the role of seller and answer the same claim letter by writing an adjustment letter. In Chapter 8, students write a persuasive request from a subordinate; and in Chapter 9 (about bad-news messages), they assume the role of superior and turn down the well-written persuasive request. New! "Communication Snapshots" combine colorful graphics with up-to-date factoids about issues directly relating to contemporary business communication. Urban Systems Case Study CD-ROM, an innovative simulation CD packaged free with every new textbook, is tied to the continuing case presented in the text. In 15 modules related to each chapter in the text, students have an opportunity to experience and solve the unique and complex communication challenges posed by workplace policies and organizational dynamics. In each module, students take on the role of an employee of Urban Systems who has several tasks to accomplish as well as one final project to complete. Each of the work tasks reinforce chapter concepts and overall communication skills. This user-friendly CD provides continual programmed feedback and direct references to text material; it allows students to save their work and submit it to their instructors. Teaching guidelines and sample answers are provided to instructors via Eduspace and the Instructors' Web Site. Student Handouts (included in the Instructor's Resource Manual and highlighted in the Instructor's Annotated Edition) feature communication checklists, additional in-class or homework exercises to reinforce language arts skills, and answer keys to selected textbook exercises. End-of-Chapter Mini-Cases, culled from recent business periodicals, challenge students to solve real-world communication problems. Fully Coded Exercises at the end of each chapter include an icon key that indicates whether it is an individual, team, stand-alone, correlated, Web-based or real-world exercise. New! Eduspace powered by Blackboard is an online resource which features "BusCom Writer Tutorials," a set of interactive computer modules that guide students through the development of 15 basic business documents. Each module is based on the textbook's "3Ps" (Problem, Process, Product) model, such that students are presented with a unique business situation, guided through the process of analyzing the situation, developing communication goals, and preparing the document, and then prompted to proofread and revise the finished product to meet proper writing guidelines.

Table of Contents

Preface xiv
Part One Core Concepts
Understanding Business Communication
2(38)
Communicating in Organizations
4(1)
The Components of Communication
5(7)
The Stimulus
7(1)
The Filter
7(1)
The Message
8(1)
The Medium
8(1)
The Destination
9(1)
The Dynamic Nature of Communication
9(1)
Spotlight 1 On Technology The Medium Is the Message
10(1)
Urban Systems: A Continuing Case Study
10(2)
Verbal Communication
12(1)
Oral Communication
12(1)
Written Communication
12(1)
Directions of Communication
13(4)
The Formal Communication Network
13(2)
Spotlight 2 On Technology Overcoming Information Anxiety
15(1)
The Informal Communication Network
16(1)
Barriers to Communication
17(5)
Verbal Barriers
17(4)
Nonverbal Barriers
21(1)
Ethics and Communication
22(4)
Defamation
22(1)
Invasion of Privacy
23(1)
Fraud and Misrepresentation
23(1)
Other Ethical Considerations
23(1)
Introducing the 3Ps (Problem, Process, Product) Model
24(1)
Spotlight 3 On Law and Ethics How Would You Respond?
24(2)
The 3Ps (Problem, Process, Product): Writing an Ethical Statement
26(2)
Problem
26(1)
Process
26(1)
Product
27(1)
Summary
28(1)
Key Terms
28(1)
Exercises
29(4)
Continuing Case 1 Urban Systems Sees the Light
33(2)
Lab Test 1
35(1)
Appendix to Chapter 1 Urban Systems Inc.
36(4)
Work-Team Communication
40(56)
Communicating in Work Teams
42(6)
The Variables of Group Communication
42(1)
Initial Group Goals
43(1)
Giving Constructive Feedback
44(1)
Conflict Resolution
44(2)
Team Writing
46(2)
The Ethical Dimension of Work-Team Communication
48(1)
Nonverbal Communication
48(4)
Checklist 1 Commenting on Peer Writing
49(1)
Body Movement
49(1)
Physical Appearance
50(1)
Voice Qualities
51(1)
Time
51(1)
Touch
51(1)
Space and Territory
52(1)
Communicating in a Diverse Environment
52(12)
Cultural Differences
53(1)
Spotlight 4 Across Cultures Internationally Yours
54(2)
Group-Oriented Behavior
56(1)
Strategies for Communicating Across Cultures
57(1)
Diversity Within the United States
58(1)
Spotlight 5 Across Cultures So You're an Adult Learner
59(2)
Spotlight 6 Across Cultures Race Manners: The Color of Speech
61(3)
Listening
64(3)
The Problem of Poor Listening Skills
64(1)
Keys to Better Listening
65(2)
Communicating by Telephone
67(3)
Your Telephone Voice
68(1)
Your Telephone Technique
68(1)
Voice Mail
68(1)
Telephone Tag
69(1)
Cell Phones and Paging Devices
69(1)
Business Meetings
70(6)
Planning the Meeting
70(3)
Conducting the Meeting
73(2)
Following Up the Meeting
75(1)
Business Etiquette
76(10)
Checklist 2 Business Meetings
77(1)
Meeting and Greeting
77(3)
Dining
80(2)
Giving Gifts
82(1)
Dressing Appropriately
82(1)
Spotlight 7 Across Cultures Gift Giving---Japanese Style
83(1)
Around the Office
84(2)
The 3Ps (Problem, Process, Product): A Plan for a Business Meeting
86(2)
Problem
86(1)
Process
86(1)
Product
87(1)
Summary
88(1)
Key Terms
89(1)
Exercises
89(5)
Continuing Case 2 Don't Let the Smoke Get in Your Eyes
94(1)
Lab Test 2
95(1)
Communication Technology
96(34)
Our Need to Know---Now!
98(1)
Accessing Electronic Information
99(1)
The Internet
99(11)
Spotlight 8 On Technology The Paperless Office?
100(1)
Internet Resources
101(1)
Spotlight 9 On Technology So You're a Distant Learning Student
101(1)
Browsing and Searching the World Wide Web
102(3)
Evaluating the Quality of Electronic Information
105(1)
Spotlight 10 On Technology Browsing and Searching the World Wide Web
106(4)
Checklist 3 Evaluating the Quality of Internet Resources
110(1)
Sharing Electronic Information
110(8)
E-mail
111(1)
Groupware
111(1)
Checklist 4 Effective E-mail Practices
112(1)
Spotlight 11 On Technology Using Microsoft Word to Edit a Team Document
113(1)
Teleconferencing and Videoconferencing
113(4)
A Word of Caution
117(1)
The 3Ps (Problem, Process, Product): Evaluating the Quality of Internet Data
118(4)
Problem
118(2)
Process
120(1)
Product
121(1)
Summary
122(1)
Key Terms
122(1)
Exercises
122(5)
Continuing Case 3 Internet Scavenger Hunt
127(1)
Lab Test 3
128(2)
Part Two Developing Your Business Writing Skills
Writing with Style: Individual Elements
130(32)
What Do We Mean by Style?
132(1)
Choosing the Right Words
133(11)
Clarity
133(3)
Short, Simple Words
136(1)
Vigor in Writing
137(2)
Spotlight 12 Across Cultures Same Rules the World Over
139(1)
Conciseness
140(2)
Positive Language
142(2)
Writing Effective Sentences
144(5)
Types of Sentences
144(1)
Spotlight 13 Across Cultures So You're an ESL Speaker
145(2)
Active and Passive Voice
147(2)
The 3Ps (Problem, Process, Product): Writing a Concise Message
149(4)
Problem
149(1)
Process
150(1)
Product
151(2)
Summary
153(1)
Key Terms
153(1)
Exercises
154(5)
Continuing Case 4 Stetsky Corrects the Boss
159(2)
Lab Test 4
161(1)
Writing with Style: Overall Tone and Readability
162(32)
Developing Logical Paragraphs
164(3)
Keeping Paragraphs Unified and Coherent
164(2)
Parallel Structure
166(1)
Paragraph Length
167(1)
Creating an Appropriate Tone
167(15)
Writing with Confidence
168(1)
Spotlight 14 On Technology Netiquette
169(1)
Spotlight 15 On Technology Electronic Punctuation Tones Up E-mail
170(1)
Courtesy and Sincerity
171(1)
Emphasis and Subordination
172(1)
Making Language Nondiscriminatory
173(4)
The ``You'' Attitude
177(1)
Effective Page Design
178(2)
Spotlight 16 On Technology Designing Documents
180(2)
Effective Business Writing
182(2)
Checklist 5 Writing with Style
183(1)
The 3Ps (Problem, Process, Product): Writing an Unbiased Message
184(1)
Problem
184(1)
Process
184(1)
Product
185(1)
Summary
185(1)
Key Terms
186(1)
Exercises
186(5)
Continuing Case 5 Drew Drafts a Drab Memo
191(2)
Lab Test 5
193(1)
The Process of Writing
194(32)
Planning
196(7)
Purpose
197(1)
Audience Analysis
198(3)
The Role of Persuasion in Communicating
201(1)
Content
202(1)
Organization
203(1)
Drafting
203(3)
Revising
206(2)
Revising for Content
207(1)
Revising for Style
208(1)
Revising for Correctness
208(1)
Formatting
208(1)
Proofreading
209(4)
Spotlight 17 On Technology Use You're Grammar Check Her---Four What Its Worth
210(2)
Checklist 6 The Writing Process
212(1)
The 3Ps (Problem, Process, Product): A Simple Memo
213(5)
Problem
213(1)
Process
213(3)
Product
216(2)
Summary
218(1)
Key Terms
218(1)
Exercises
218(6)
Continuing Case 6 Two Heads Are Better Than One
224(1)
Lab Test 6
225(1)
Part Three Basic Correspondence
Routine Messages
226(38)
Planning the Routine Message
228(1)
Routine Requests
229(3)
Major Idea First
229(1)
Explanation and Details
230(1)
Spotlight 18 Across Cultures When in Rome . . .
231(1)
Friendly Closing
232(1)
Routine Replies
232(4)
Routine Claim Letters
236(5)
Checklist 7 Routine Requests and Replies
237(2)
Spotlight 19 On Law and Ethics Messages with Legal Implications
239(2)
Routine Adjustment Letters
241(4)
Overall Tone
241(2)
Good News First
243(1)
Explanation
243(1)
Positive, Forward-Looking Closing
244(1)
Goodwill Messages
245(5)
General Guidelines
245(2)
Checklist 8 Routine Claim and Adjustment Letters
247(1)
Congratulatory Messages
247(1)
Thank-You Notes
248(1)
Sympathy Notes
248(2)
The 3Ps (Problem, Process, Product): A Routine Adjustment Letter
250(3)
Problem
250(1)
Process
251(1)
Product
252(1)
Summary
253(1)
Key Terms
253(1)
Exercises
253(8)
Continuing Case 7 The Case of the Missing Briefcase
261(2)
Lab Test 7
263(1)
Persuasive Messages
264(40)
Planning the Persuasive Message
266(3)
Purpose
266(1)
Audience Analysis
267(2)
Organizing a Persuasive Request
269(5)
Determining How to Start the Message
269(2)
Creating Interest and Justifying Your Request
271(1)
Dealing with Obstacles
272(1)
Motivating Action
272(1)
Spotlight 20 On Law and Ethics How Can You Collect Money That Is Due You?
273(1)
Common Types of Persuasive Requests
274(6)
Selling an Idea
274(1)
Requesting a Favor
274(1)
Checklist 9 Persuasive Requests
275(2)
Writing a Persuasive Claim
277(3)
Writing a Sales Letter
280(9)
Selecting a Central Selling Theme
282(1)
Gaining the Reader's Attention
282(1)
Creating Interest and Building Desire
283(2)
Spotlight 21 On Law and Ethics What May You Say in a Sales Letter?
285(1)
Motivating Action
286(1)
Checklist 10 Sales Letters
287(2)
The 3Ps (Problem, Process, Product): A Sales Letter
289(3)
Problem
289(1)
Process
289(2)
Product
291(1)
Summary
292(1)
Key Terms
292(1)
Exercises
293(8)
Continuing Case 8 Flying High at Urban Systems
301(2)
Lab Test 8
303(1)
Bad-News Messages
304(39)
Planning the Bad-News Message
306(10)
Spotlight 22 On Law and Ethics Whose Idea Was This?
308(4)
Justifying Your Decision
312(2)
Spotlight 23 On Law and Ethics Ten Reasons to Consult Your Lawyer
314(1)
Giving the Bad News
314(1)
Closing on a Pleasant Note
315(1)
Bad-News Replies
316(6)
Rejecting an Idea
316(1)
Checklist 11 Bad-News Messages
317(1)
Refusing a Favor
318(1)
Refusing a Claim
318(4)
Bad-News Announcements
322(7)
Bad News About Normal Operations
324(1)
Bad News About the Organization
325(4)
The 3Ps (Problem, Process, Product): A Bad-News Message
329(3)
Problem
329(1)
Process
329(2)
Product
331(1)
Summary
332(1)
Key Term
333(1)
Exercises
333(8)
Continuing Case 9 No Such Thing as a Free Flight
341(1)
Lab Test 9
342(1)
Part Four Report Writing
Planning the Report
343(39)
Who Reads and Writes Reports?
345(1)
Characteristics of Business Reports
346(4)
Reports Vary Widely
346(1)
The Quality of the Process Affects the Quality of the Product
346(1)
Accuracy Is the Most Important Trait
347(1)
Checklist 12 The Reporting Process
348(1)
Reports Are Often a Collaborative Effort
349(1)
Common Types of Reports
350(11)
Periodic Reports
350(1)
Proposals
351(4)
Policies and Procedures
355(6)
Situational Reports
361(1)
Purposes of Reports
361(3)
Informing
361(1)
Analyzing
361(1)
Recommending
362(2)
Audience Analysis
364(1)
Internal Versus External Audiences
364(1)
Authorized Versus Voluntary Reports
364(1)
Level of Knowledge and Interest
364(1)
What Data Is Already Available?
365(4)
Common Types of Data
365(1)
Spotlight 24 Across Cultures Context in International Reports
366(1)
Evaluating Secondary Data
367(2)
Managing Reports
369(1)
The 3Ps (Problem, Process, Product): A Project Proposal
370(4)
Problem
370(1)
Process
370(2)
Product
372(2)
Summary
374(1)
Key Terms
374(1)
Exercises
374(6)
Continuing Case 10 The Copy Cat
380(1)
Lab Test 10
381(1)
Collecting and Analyzing Data
382(42)
Collecting Data Through Questionnaires
384(3)
Constructing the Questionnaire
384(1)
Checklist 13 Questionnaires
385(2)
Writing the Cover Letter
387(1)
Collecting Data Through Interviews
387(6)
Types of Questions
391(1)
Conducting the Interview
391(2)
Constructing Tables
393(5)
Cross-Tabulation Analysis
396(2)
Arranging Data in Tables
398(1)
Preparing Charts
398(8)
Line Charts
399(2)
Bar Charts
401(1)
Pie Charts
401(3)
A Word of Caution
404(1)
Checklist 14 Visual Aids
405(1)
Interpreting Data
406(4)
Making Sense of the Data
407(1)
The Ethical Dimension
408(1)
Spotlight 25 On Law and Ethics When Is a Picture Not Worth a Thousand Words?
409(1)
The 3Ps (Problem, Process, Product): A Questionnaire
410(3)
Problem
410(1)
Process
410(1)
Product
411(2)
Summary
413(1)
Key Terms
413(1)
Exercises
414(7)
Continuing Case 11 The Keyboard Strikes Back
421(2)
Lab Test 11
423(1)
Writing the Report
424(42)
Planning
426(7)
Determining the Report Structure
426(1)
Organizing the Report
426(4)
Outlining the Report
430(3)
Drafting
433(13)
Drafting the Body
433(4)
Drafting the Supplementary Sections
437(3)
Developing an Effective Writing Style
440(3)
Paraphrasing Versus Direct Quotation
443(1)
Documenting Your Sources
443(1)
Spotlight 26 On Law and Ethics Who Said So?
444(2)
Distortion by Omission
446(1)
Revising
446(1)
Formatting
447(1)
Proofreading
448(2)
Checklist 15 Reviewing Your Report Draft
449(1)
The 3Ps (Problem, Process, Product): A Section of a Report
450(4)
Problem
450(1)
Process
451(2)
Product
453(1)
Summary
454(1)
Key Terms
454(1)
Exercises
455(9)
Continuing Case 12 Reporting---A Pain in the Wrist
464(1)
Lab Test 12
465(1)
Part Five Oral and Employment Communication
Planning the Business Presentation
466(37)
The Role of Business Presentations
468(1)
Written Versus Oral Presentations
468(1)
The Process of Making a Business Presentation
469(1)
Planning the Presentation
469(6)
Purpose
470(1)
Audience Analysis
471(1)
Spotlight 27 Across Cultures Presenting Abroad
471(2)
Timing of the Presentation
473(1)
Delivery Method
473(2)
Organizing the Presentation
475(6)
The Opening
477(1)
The Body
478(2)
The Ending
480(1)
The Use of Humor in Business Presentations
480(1)
Work-team Presentations
481(2)
The Role of the Team Leader
482(1)
Achieving Coherence
482(1)
Practicing the Team Presentation
482(1)
Video Presentations
483(1)
Other Business Presentations
484(3)
Impromptu Remarks
485(1)
Introductions
485(1)
Special Recognitions
486(1)
The 3Ps (Problem, Process, Product): A Business Presentation
487(6)
Problem
487(1)
Process
487(2)
Product
489(4)
Summary
493(1)
Exercises
493(8)
Continuing Case 13 The Typists Who Lost Their Touch
501(1)
Lab Test 13
502(1)
Illustrating and Delivering the Business Presentation
503(25)
Visual Aids for Business Presentations
505(5)
Transparencies and Slides
505(1)
Electronic Presentations
506(1)
Preparing Visual Aids
507(1)
Using Visual Aids
508(2)
Audience Handouts
510(4)
What to Include
510(1)
When to Distribute
510(1)
Spotlight 28 On Technology: Converting Presentation Slides into an Audience Handout
511(3)
Practicing the Presentation
514(2)
Delivering the Presentation
516(2)
Stage Fright
517(1)
Answering Questions
518(1)
Post-Presentation Activities
518(2)
Checklist 16 The Oral Presentation Process
519(1)
The 3Ps (Problem, Process, Product): A Business Presentation (continued from page 487)
520(2)
Problem
520(1)
Process
520(1)
Product
521(1)
Summary
522(1)
Exercises
522(4)
Continuing Case 14 Picture the Pain
526(1)
Lab Test 14
527(1)
Employment Communication
528(102)
Preparing Your Resume
530(15)
Resume Length
530(1)
Resume Format
531(1)
Resume Content
532(8)
Electronic Resumes
540(5)
Writing Job-Application Letters
545(6)
Checklist 17 Resumes
547(1)
Address and Salutation
548(1)
Opening
548(2)
Body
550(1)
Closing
551(1)
Preparing for a Job Interview
551(5)
Checklist 18 Job-Application Letters
552(1)
Researching the Organization
552(1)
Spotlight 29 On Law and Ethics The Ethical Dimensions of the Job Campaign
553(1)
Practicing Interview Questions
554(1)
Preparing Your Own Questions
555(1)
Dressing for Success
556(1)
Conducting Yourself During the Interview
556(3)
Spotlight 30 On Law and Ethics The Legal Dimensions of the Job Campaign
558(1)
Communicating After the Interview
559(2)
Checklist 19 Employment Interviews
560(1)
The 3Ps (Problem, Process, Product): An Application Letter
561(3)
Problem
561(1)
Process
561(2)
Product
563(1)
Summary
564(1)
Key Terms
564(1)
Exercises
565(4)
Continuing Case 15 ``Help Wanted''
569(1)
Lab Test 15
570(2)
Reference Manual
Language Arts Basics
572(39)
Formatting Business Documents
611(14)
Glossary
625(5)
References 630(4)
Credits 634(2)
Index 636


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