Business Communication with Writing Improvement Exercises

by Hemphill, Phyllis Davis, M.S.; Meese, Edwin III; Hemphill, Robert B.S.

• ISBN13: 9780130400215
• ISBN10: 0130400211
• Edition: 6th
• Format: Paperback
• Copyright: 2000-08-30
• Publisher: Prentice Hall

Summary

Practical, well-organized, and readable, this highly successful book explains the basics of business communication and then provides practice in applying them in many "real-world" forms of communication. It uses writing improvement exercises to emphasize workplace skills that are needed in order to communicate credibly, and compose letters, memorandums, reports, proposals, employment communications and oral presentations.Chapter topics include: state-of-the art technology challenges; basic qualities for effective communications; valuable tips on finding and keeping a job, advancing, and resigning; a basic theory of communication; the role of ethics in business communication; and healthy computing.For individuals in the business world who want to improve their written communication skills and products.

Table of Contents

Preface	xiii
Acknowledgments	xvii
PART I. INTRODUCTION
You and Business Communication	1	(12)
Why Study Business Communication?	1	(2)
The Internet Age	3	(1)
Business Communications Classes = Prestige Course	4	(1)
Communication Channels	4	(3)
The Communication Theory in Action	7	(2)
Uses of Business Communication---External and Internal	9	(2)
Review and Discussion	11	(2)
PART II. THE THREE BASIC QUALITIES OF EFFECTIVE BUSINESS COMMUNICATIONS: ATTRACTIVE APPEARANCE, GOOD WILL TONE, CLEAR, COMPLETE, CONCISE TONE
Qualities of an Effective Business Communication: Attractive Appearance	13	(26)
Stationery	14	(1)
Methods of Preparing Communications	15	(1)
Letter Placement	15	(2)
Choice of Letter Styles	17	(2)
Personal Business Letter	19	(1)
Parts of a Business Letter	19	(10)
Addressing Envelopes	29	(2)
Folding Letters	31	(1)
Estimating Letter Costs	31	(2)
Writing Improvement Exercise: Wasted Words	33	(4)
Review and Discussion	37	(2)
Qualities of an Effective Business Communication: Good Will Tone	39	(18)
Identify Reader and Write at Reader's Level	40	(1)
Watch the Tone of Speedy Email	40	(1)
How to Create a Good Will Tone	41	(5)
Hold Your Temper	46	(2)
Make Answers Prompt	48	(1)
Know Company Policy	48	(1)
Use Resale in Business Communications	48	(1)
Names---Use Them Correctly	49	(1)
Courtesy = Good Manners = Good Will	49	(2)
Writing Improvement Exercise: Discourteous → Courteous	51	(4)
Review and Discussion	55	(2)
Qualities of an Effective Business Communication: Clear and Complete Message	57	(26)
Why Is English Spoken Around the World?	57	(1)
Benefits of Mastering English---and Other Languages	58	(1)
Tips for Writing to Foreigners	58	(1)
And Now Email	59	(1)
The Non-Message	59	(1)
Planning the Message	60	(4)
Writing the Message	64	(6)
Grammar, Spelling, Punctuation	70	(1)
Summarizing and Listing	71	(2)
American English Language Traps	73	(2)
``The Blind Men and the Elephant''	75	(2)
Writing Improvement Exercise: Pronouns in Subject or Object Form	77	(4)
Review and Discussion	81	(2)
PART III. APPLYING THE THREE BASIC QUALITIES OF EFFECTIVE BUSINESS COMMUNICATIONS
The Routine Information, ``Yes'' or Good News Communication: News Releases	83	(32)
Planning a Routine Information, ``Yes'' or Good News Comunication	83	(1)
Writing a Routine Information, ``Yes'' or Good News Communication	84	(1)
Multiple Copies and Form Letters	85	(1)
Outside Professionals or In-House Talent	85	(1)
Email	85	(1)
Postcards	86	(1)
Help! Help! Too Many Copies = Junk Mail!	87	(1)
Setting Up a Multiple Copy System	88	(1)
A Standard Printed Form or a Mail Merge Format?	88	(3)
Ordering Online	91	(7)
Checklist for Routine Information, ``Yes'' or Good News Messages	98	(1)
News Releases	99	(4)
Checklist for Writing News Releases	103	(2)
Writing Improvement Exercise: Variety in Sentence Forms	105	(4)
Writing Assignments	109	(2)
Review and Discussion	111	(4)
The Negative Communication: The ``No'' Message	115	(28)
Patterns for the ``No'' Message	115	(3)
Tone in Negative Communications	118	(1)
Humor in Negative Communications	119	(1)
Being Candid	120	(1)
Hiding Behind Company Policy	120	(1)
Forestalling Complaints	121	(1)
Let the Seller Beware	122	(1)
Type of ``No'' Messages	123	(4)
Your Own Complaint	127	(4)
The Negative Negative Message	131	(1)
The Bachelors and the Buffer	132	(1)
Checklist for ``No'' Messages	132	(3)
Writing Improvement Exercise: Negative → Positive	135	(2)
Writing Assignments	137	(2)
Review and Discussion	139	(4)
Sales Letters and Persuasive Claims and Requests	143	(32)
Direct Mail Advertising	143	(1)
Writing Sales Letters as a Career	143	(1)
Selling in Today's Market	144	(1)
Successful Sales Letters: Product or Service, Prospect, Price	145	(3)
The Purpose of the Sales Letter	148	(1)
The Advertising Style Spiral	149	(1)
The Sales Letter Pattern	150	(8)
Signatures	158	(1)
Postscript	158	(1)
Forms for Letters	159	(1)
Persuasive Claims	160	(2)
Persuasive Requests	162	(1)
Checklist for Sales Letters and Persuasive Claims and Requests	163	(1)
Your Own Look at Mail Order Buying	164	(1)
Writing Improvement Exercise: ``We Attitude'' → ``You Attitude''	165	(4)
Writing Assignments	169	(2)
Review and Discussion	171	(4)
Credit and Collections	175	(32)
Credit Communications	175	(1)
The Four Cs of Credit	175	(1)
Legal Aspects of Credit Letters	176	(1)
Applying for Credit	177	(1)
Getting Retail Credit Information	177	(1)
Getting Trade Credit Information	178	(1)
Granting Credit	178	(1)
Terms of Credit	178	(1)
Refusing Credit	179	(1)
Exchanging Credit Information	180	(1)
Checklist for Credit Letters	181	(1)
Collection Communications	181	(1)
Background for Making Collections	181	(1)
Classifying Your Accounts	182	(1)
Making Collections by Telephone or in Person	183	(1)
Contacting High Officials	183	(1)
Guidelines for Writing Collection Letters	183	(1)
Collections: Multiple Mailings and Custom Mailings	184	(1)
Using the Collection Letter Series	184	(10)
Checklist for Collection Letters	194	(3)
Writing Improvement Exercise: Avoiding Redundancies---Awkward Repetition of the Same or Similar Words	197	(4)
Writing Assignments	201	(2)
Review and Discussion	203	(4)
Courtesy Messages You Don't Have to Send, But Should	207	(18)
Personal Communications Within an Organization	207	(1)
Types of Courtesy Communications	208	(5)
Longhand Correspondence	213	(1)
Communicating with Public Officials	213	(4)
Writing Improvement Exercise: Avoiding Redundancies: Awkward Repetition of Words or Ideas with Similar Meanings	217	(4)
Writing Assignments	221	(2)
Review and Discussion	223	(2)
Oral Communications	225	(22)
Telephoning	225	(2)
Dictation	227	(2)
Keeping Your Mind on the Road	229	(1)
Computer Voice Recognition for Transcribing	229	(1)
Participation in Meetings and Conferences	230	(2)
The Office Grapevine	232	(1)
Winning the Confrontation	232	(1)
Making a Presentation	233	(3)
Listening	236	(2)
Getting Around Barriers to Good Listening	238	(3)
Writing Improvement Exercise: Agreement of Pronoun with the Word It Stands for	241	(2)
Oral Communication Assignments	243	(2)
Review and Discussion	245	(2)
PART IV. BUSINESS COMMUNICATION IN THE WIRED WORLD
The Internet and Other Communications Technologies	247	(22)
Computers	247	(1)
Page Layout Software	248	(1)
Best Practices for Computer Word Processing	248	(1)
Local Area Computer Networks	249	(1)
The Internet	249	(9)
The World Wide Web	258	(3)
Fax, Voicemail, Video Conferencing, and Teleconferencing	261	(4)
Writing Improvement Assignment: Misplaced Modifiers	265	(2)
Review and Discussion	267	(2)
Healthy Computing: Preventing Eyestrain, Carpal (Wrist) Tunnel Syndrome, Back Pain	269	(20)
Using a Computer: Let's Protect Our Eyes, Wrists and Backs	269	(1)
Let's Listen to the Experts	269	(2)
We Can Prevent and Relieve Eyestrain	271	(2)
Here are Recommendations for Those Who Wear Glasses	273	(1)
For Everybody: Have Regular Eye Exams	273	(1)
Help Prevent Carpal (Wrist) Tunnel Syndrome	274	(2)
You Really Can Prevent and Relive Back Pain	276	(4)
In Sum: Read this Encouraging Information About Back Pain	280	(3)
Writing Improvement Exercise: Proofreaders' Marks	283	(4)
Review and Discussion	287	(2)
PART V. EMPLOYMENT
Employment Guides: Finding a Job, Holding a Job, Earning Promotions, Changing Jobs	289	(22)
Big Changes in the Employment Market	289	(1)
Finding Yourself	290	(1)
Finding a Career	291	(2)
Finding a Job	293	(3)
Importance of Money	296	(1)
Looking, Looking	296	(1)
On Being Persistent	296	(1)
Never Too Late to Look	297	(1)
Holding a Job	298	(1)
Earning Promotions	299	(1)
Changing Jobs	300	(1)
Making the Change	301	(2)
Welcoming the New Employee	303	(2)
Writing Improvement Exercise: Passive Sentences → Active Sentences	305	(4)
Review and Discussion	309	(2)
Employment Resumes and Application Letters: Miscellaneous Employment Communications	311	(38)
The Employment Resume	311	(1)
Resumes for Entry Level or Early Level Positions---and Later	311	(3)
Resumes on Computer Software	314	(1)
Problem Areas in Resumes	314	(6)
The Employment Application Letter	320	(3)
Editing the Resume and Application Letter	323	(1)
The Employment Interview	323	(4)
Questions Frequently Asked During Employment Interviews	327	(2)
Why They Don't Hire	329	(1)
Miscellaneous Employment Communications	330	(8)
Employment Resume Checklist	338	(1)
Employment Application Letter Checklist	338	(3)
Writing Improvement Exercise: Using a Thesaurus to Improve Your Vocabulary	341	(4)
Writing Assignments	345	(2)
Review and Discussion	347	(2)
Planning the Business Report or the Term Paper	349	(14)
Advantages to the Student, Job Applicant, and Employee	349	(1)
Unnecessary Reports	350	(1)
Research	350	(3)
Sources of Information	353	(5)
Doing Library Research	358	(2)
Copyright Laws	360	(1)
Review and Discussion	361	(2)
Writing a Business Report or a Term Paper: Writing a Business Contract Proposal	363	(26)
When Writing Comes Hard	363	(1)
First: Define the Problem or Make a Statement of the Purpose	363	(1)
Second: Gather Research Materials	364	(1)
Third: Start with a Random List of Items or Ideas to be Included in the Report	364	(1)
Fourth: As You Work, Tag Research Material to Match Contents Headings	364	(2)
Fifth: Identify Your Readers and Write to That Level	366	(1)
Sixth: As You Work, Check and Change the Order of Your List as You Wish	366	(1)
Make a Rough Draft of the Report	366	(7)
Revising Your Rough Draft	373	(1)
Compiling the Complete Report	374	(6)
Desktop Publishing	380	(1)
Writing a Business Contract Proposal	381	(1)
Unsolicited Proposals	381	(1)
Solicited Proposals	382	(3)
Writing/Oral Assignments	385	(2)
Review and Discussion	387	(2)
A Spelling Rules and Spelling Lists	389	(8)
Learning to Spell	389	(1)
Phonetic Spelling	389	(1)
Spelling Rules	390	(4)
Spelling Lists	394	(3)
B Punctuation	397	(4)
Over time, American English Grammar Changes	397	(1)
The Period	398	(1)
The Comma	398	(2)
The Semicolon	400	(1)
Index	401

Excerpts

Preface Instructors from New York City to Singapore have used previous editions of this book in college classrooms, continuing education, corporate training, and vocational education programs since 1976. We detail some of the reasons that this book has been so successful for so long. To the Student According to a survey conducted by The Wall Street Journal,80 percent of United States businesses cited written communication as their employees'' biggest skill problem. We have written this book so that You will learn to communicate in a way that increases your credibility in business situations and in other business courses. You will learn to avoid embarrassing mistakes in your letters, emails, presentations and other communications. You will be able to create resumes, cover letters and other business communications that will help you to get and keep a good job. We have incorporated features that we know you care about. These include: A real world emphasison practical skillsthat you will use in your jobs. Up to datecoverage of the communication techniques you need in today''s workplace. An entertaining writing stylethat uses humor and anecdotes. Our assignments match the experience level of early college students. Job interview questionsare featured. We have included questions most commonly asked during job interviews. A convenient and low costformat is featured. Business Communication 6th editioncombines a textbook with a workbook, so you don''t need to buy two separate books. To the Instructor This new edition has many features that help make your teaching more effective and convenient. Convenient annotated instructor''s edition.You don''t have to fumble back and forth between the text and the instructor''s manual while teaching. Concise coverage of basic business communication.We have made this book concise so you can cover all the basics of business communication in one quarter or semester. Grading Guidelines.We provide guidelines for grading. Convenient textbook/workbook format.For short answer assignments, this format allows students to simply write their answers in the workbook, rip out the page and hand it in. It also means that you and the students do not need to deal with two separate books--a workbook and a textbook. Up-to-the minute coverage on the latest information technologies, including email, fax, voice mail, and the World Wide Web. The Clear Organization of this Book Originally this book was written to create a textbook with a coherent, progressive organization that makes it easy for students to grasp and apply the basics of business communication to many forms of communication--a textbook that avoided the "grab bag" form of organization that seemed to say to the reader "it''s all in there..., if you can only find it." The first chapter introduces a basic theory of communication and shows students the benefits of studying business communication. It introduces students to some of the ongoing themes that run throughout the book--including ethics in business communication and communication technologies. The next three chapters present the basics of business communications: attractive appearance, a tone of good will, and clear and complete message. The rest of the book applies these principles to different types of messages--routine and positive messages; negative, sales and persuasive messages; miscellaneous messages, communication on the internet, employment messages; and finally presentations, reports, and term papers. We must say: We believe we have written the right book for today''s changing basic Business Communication classes and that studying this book will help students get better jobs. "The more things change, the more they remain the same" goes the old expression. Since this book was first published over twenty years ago, the forms of business communication have changed dramatically. But the basics of organization and writing have remained the same. So by learning the basics and how they apply to many different forms, students get a solid foundation upon which to face the ever-changing forms of business communication that will emerge. Features Which Help Students to Learn This edition has many features that will help students learn business communication. They include: Designed for learning.The chapters include many checklists and writing improvement exercises, and end with a review exercise. More Examples.This edition has an even stronger visual presentation, with more diagrams and with more examples of letters, forms, emails, and web pages. Easy to read.A clear writing style that uses clear vocabulary and sentences makes the ideas understandable to students from diverse cultural and educational backgrounds. We work to write at the high school reading level, which is the same level as most business publications such as Business Weekand the Wall Street Journal.We work hard to write a clear and understandable book, without oversimplifying ideas or talking down to the student. Checkliststhat students can use as guides to writing messages (such as email, sales letters. etc.) and to check their work for this class. Writing improvement exerciseswhich give students the chance to immediately apply what they have learned. Boldfaced Key Terms.We write key terms in boldface type when they are first introduced in the book. This makes it easier for the student to find key terms and identify the most important ideas. Up to Date Coverage The book contains up to date coverage of issues such as ethics and technology. Ethics.This book does not tuck moral issues in business communication away in one chapter or limit it to a few boxed features lightly spread throughout the text. These issues are so important that we integrate them throughout the textbook. Technology.Chapter 11 contains computers, the internet and other communication technologies. Also, technological issues are covered throughout the main body of the text. This includes information technologies such as email, voicemail, desktop publishing, cell phones, and more. Acknowledgements We are grateful to all those who have helped us with previous editions of this text, especially Hal Balmer, without whom there probably would have been no editions. Currently, we thank Elizabeth Sugg, our Acquisitions Editor, and Fred Dahl, our Production Editor, for this and the fifth edition. Knowing we always had their direction available made this book, Business Communication with Writing Improvement Exercises,Sixth Edition, possible. We are grateful to the nameless people of the entire Simon Schuster / Prentice Hall marketing staff. We praise those friends of the classroom, known or unknown to us, the Prentice Hall publishers representatives who help keep classes up to date by putting this and other current texts into the hands of instructors and students.