Contemporary Business Communication

by Ober, Scot

• ISBN13: 9780618472529
• ISBN10: 0618472525
• Edition: 6th
• Format: Hardcover
• Copyright: 2005-01-26
• Publisher: South-Western College Pub

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