Business Communication at Work

by Satterwhite, Marilyn L.; Olson-Sutton, Judith

• ISBN13: 9780028025469
• ISBN10: 0028025466
• Edition: 1st
• Format: Paperback
• Copyright: 1998-12-28
• Publisher: Career Education

Summary

This 18-chapter, 4-color text provides more writing activities, more examples, more technology, and more instructor support than any other text of its kind. Students learn to develop effective sentences and paragraphs to compose an extensive array of letters, memos, news releases, and reports. A variety of checklists, guide sheets, and application exercises make this flexible text useful for students in both structured and individualized settings. Legal/Ethical, Global/Cultural Diversity, Thinking Cap features, and Online Exercises provide an interesting focus to students' learning.

Table of Contents

Preface	vii	(3)
Acknowledgments	x
Part 1: The Process and Challenge of Business Communication	1	(78)
Chapter 1: Setting the Stage for Effective Communication	2	(20)
The Importance of Business Communication Skills	4	(1)
The Changing Business Environment	5	(1)
Using Business Communication at Work	6	(3)
Principles of Written Communication	9	(7)
Summary	16	(6)
Chapter 2: Choosing the Right Words	22	(24)
The Writing Process	24	(1)
The Meaning of Words	24	(2)
Proper Word Choices	26	(14)
Summary	40	(6)
Chapter 3: Developing Sentences and Paragraphs	46	(33)
Writing Sentences and Paragraphs	48	(1)
Sentence Structures	48	(2)
Constructing Sentences	50	(15)
Developing and Arranging Paragraphs	65	(6)
Summary	71	(8)
Part 2: Basics for Communicating Effectively	79	(122)
Chapter 4: Promoting Goodwill	80	(30)
Projecting a Positive Tone	82	(15)
Promoting a Service Attitude	97	(7)
Summary	104	(6)
Chapter 5: Planning and Organizing Business Messages	110	(28)
Oral and Written Communications	112	(1)
Planning for Effective Communications	112	(6)
Summary	128	(10)
Chapter 6: Using Technology to Capture and Refine Ideas	138	(24)
Types of Computers and Computer Accessories	140	(5)
Organizing Ideas Using Technology	145	(7)
Using Equipment to Enhance Writing and Recognition	152	(16)
Summary	158	(4)
Chapter 7: Formatting Business Messages	162	(39)
Formatting Memos	164	(7)
Other Types of Internal Messages	171	(5)
Formatting Letters	176	(18)
Summary	194	(7)
Part 3: Effective Messages	201	(154)
Chapter 8: Writing Goodwill Messages	202	(26)
Promoting Goodwill	202	(2)
Writing Thank-You Messages	206	(4)
Writing Messages of Congratulations	210	(2)
Writing Letters That Invite, Announce, or Welcome	212	(7)
Writing Get-Well Wishes and Sympathy Letters	219	(2)
Writing Letters That Maintain or Reactivate Business	221	(2)
Applying Principles for Goodwill Letters	223	(1)
Summary	223	(5)
Chapter 9: Writing Messages for Inquiries and Requests	228	(36)
Handling Routine Correspondence	230	(2)
Preparing Routine Communications	232	(6)
Writing Inquiries and Requests	238	(6)
Writing Replies to Inquiries and Requests	244	(7)
Writing Form Replies to Inquiries	251	(3)
Evaluating Your Writing	254	(1)
Summary	255	(9)
Chapter 10: Writing Claim and Adjustment Messages	264	(24)
Claim Letters	266	(6)
Adjustment Letters	272	(9)
Summary	281	(7)
Chapter 11: Writing Persuasive Messages	288	(36)
Writing to Public Officials and the Media	290	(7)
Writing Persuasive Requests	297	(5)
Writing Sales Letters	302	(16)
Summary	318	(6)
Chapter 12: Writing Order, Credit, and Collection Messages	324	(31)
Sending Order Messages	326	(4)
Acknowledging Order Messages	330	(3)
Writing Order Acknowledgment Letters	333	(3)
Writing Credit Letters	336	(6)
Writing Collection Messages	342	(5)
Summary	347	(8)
Part 4: Reports and Media Communications	355	(96)
Chapter 13: Developing Memos and Memo Reports	356	(26)
Using Internal Communications	358	(1)
Writing Routine Memos	358	(7)
Writing Memo Reports	365	(11)
Summary	376	(6)
Chapter 14: Creating Press Releases and Newsletters	382	(18)
Writing Press Releases	384	(6)
Writing Newsletters	390	(8)
Summary	398	(2)
Chapter 15: Constructing and Presenting Reports	400	(32)
Approaches to Writing Reports	402	(1)
Organizational Patterns for Reports	402	(3)
Guidelines for Writing Reports	405	(1)
Writing Letter Reports	406	(1)
Writing Formal Reports	406	(7)
Parts of a Formal Report	413	(7)
Writing Proposals	420	(3)
Using Visuals in a Report	423	(3)
Summary	426	(6)
Chapter 16: Preparing Meeting Communications	432	(19)
Types of Meetings	434	(1)
Preparing Meeting Notices	435	(1)
Meeting Agendas	436	(5)
Preparing Minutes	441	(7)
Summary	448	(3)
Part 5: Employment Communication	451
Chapter 17: Conducting the Job Search	452	(26)
Starting the Employment Process	454	(2)
Conducting a Job Search	456	(1)
Preparing a Resume	457	(11)
Completing an Employment Application	468	(3)
Developing a Portfolio	471	(1)
Summary	471	(7)
Chapter 18: Selling Yourself to Employers	478
Preparing a Cover Letter	480	(1)
Guidelines for Writing an Effective Cover Letter	481	(7)
Interviewing	488	(8)
Guidelines for Writing Follow-Up Letters	496	(2)
Resignation Letters	498	(2)
Summary	500
References	R-1
Index	Index-1