Essentials of Business Communication with Student CD-ROM

by Guffey, Mary Ellen

• ISBN13: 9780324191516
• ISBN10: 0324191510
• Edition: 6th
• Format: Paperback
• Copyright: 2003-02-27
• Publisher: South-Western College Pub

Table of Contents

Unit 1 Laying Communication Foundations	1	(26)
Facing Today's Communication Challenges	2	(25)
The Importance of Communication Skills to You	2	(2)
Succeeding in the Changing World of Work	4	(1)
Examining the Communication Process	4	(2)
Developing Better Listening Skills	6	(2)
Improving Your Nonverbal Communication Skills	8	(4)
Understanding How Culture Affects Communication	12	(3)
Capitalizing on Workforce Diversity	15	(2)
Summing Up and Looking Forward	17	(10)
Critical Thinking	18	(1)
Chapter Review	18	(2)
Activities and Cases	20	(4)
Grammar/Mechanics Checkup	24	(1)
Grammar/Mechanics Challenge	25	(1)
Communication Workshop: Technology---Using Job Boards to Check Out Employment Possibilities	26	(1)
Unit 2 The Writing Process	27	(72)
Writing for Business Audiences	28	(26)
Basics of Business Writing	28	(1)
The Writing Process for Business Messages and Oral Presentations	29	(2)
Analyzing the Purpose for Writing and the Audience	31	(2)
Anticipating the Audience	33	(2)
Adapting to the Task and Audience	35	(7)
Technology Improves Your Business Writing	42	(1)
Summing Up and Looking Forward	43	(11)
Critical Thinking	44	(1)
Chapter Review	44	(2)
Writing Improvement Exercises	46	(4)
Activity	50	(1)
Grammar/Mechanics Checkup	50	(1)
Grammar/Mechanics Challenge	51	(1)
Communication Workshop: Career Skills---Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making	52	(2)
Improving Writing Techniques	54	(26)
Researching	54	(3)
Organizing Data	57	(3)
Effective Sentences	60	(2)
Emphasis	62	(2)
Active and Passive Voice	64	(1)
Parallelism	64	(1)
Unity	65	(1)
Zigzag Writing	66	(1)
Mixed Constructions	66	(1)
Dangling and Misplaced Modifiers	66	(1)
Paragraph Coherence	67	(1)
Composing the First Draft	68	(1)
Summing Up and Looking Forward	69	(11)
Critical Thinking	69	(1)
Chapter Review	70	(1)
Writing Improvement Exercises	71	(4)
Activity	75	(1)
Grammar/Mechanics Checkup	76	(1)
Grammar/Mechanics Challenge	77	(1)
Communication Workshop: Ethics---Using Ethical Tools to Help You Do the Right Thing	78	(2)
Revising and Proofreading Business Messages	80	(19)
Understanding the Process of Revision	80	(1)
Concise Wording	81	(1)
Wordy Prepositional Phrases	82	(1)
Long Lead-Ins	82	(1)
Outdated Expressions	82	(1)
Needless Adverbs	83	(1)
Fillers	84	(1)
Repetitious Words	84	(1)
Redundant Words	84	(1)
Jargon	85	(1)
Slang	85	(1)
Cliches	86	(1)
Precise Verbs	86	(1)
Concrete Nouns	87	(1)
Vivid Adjectives	87	(1)
Understanding the Process of Proofreading	87	(3)
Summing Up and Looking Forward	90	(9)
Critical Thinking	91	(1)
Chapter Review	91	(1)
Writing Improvement Exercises	92	(3)
Activity	95	(1)
Grammar/Mechanics Checkup	95	(1)
Grammar/Mechanics Challenge	96	(1)
Communication Workshop: Technology---Grammar and Spell Checkers: They've Come a Long Way, Baby!	97	(2)
Unit 3 Corresponding at Work	99	(134)
E-Mail and Memorandums	100	(34)
The Importance of Internal Communication	100	(1)
Characteristics of Successful E-Mail Messages and Memos	101	(3)
Writing Process	104	(1)
Using E-Mail Safely and Effectively	105	(6)
Developing a Writing Plan for E-Mail Messages and Memos	111	(3)
E-Mails and Memos That Relate Information, Procedures, and Instructions	114	(2)
E-Mails and Memos That Make Requests	116	(1)
E-Mails and Memos That Respond	117	(1)
Summing Up and Looking Forward	118	(16)
Critical Thinking	118	(1)
Chapter Review	119	(1)
Writing Improvement Exercises	120	(2)
Writing Improvement Cases	122	(3)
Activities and Cases	125	(4)
Video Case: Innovation, Learning, and Communication at Yahoo	129	(1)
Grammar/Mechanics Checkup	129	(2)
Grammar/Mechanics Challenge	131	(1)
Communication Workshop: Ethics---Whose Computer Is It Anyway?	132	(2)
Routine Letters and Goodwill Messages	134	(40)
Writing Everyday Business Letters	134	(1)
Information and Action Request	135	(2)
Order Request	137	(1)
Simple Claim Request	138	(3)
Information Response Letter	141	(1)
Customer Order Response	142	(2)
Customer Claim Response	144	(4)
Letter of Recommendation	148	(1)
Writing Winning Goodwill Messages	149	(5)
Summing Up and Looking Forward	154	(20)
Critical Thinking	154	(1)
Chapter Review	154	(1)
Writing Improvement Exercises	155	(2)
Writing Improvement Cases	157	(4)
Activities and Cases	161	(8)
Video Case: Responsibilities and Rewards at Ben & Jerry's	169	(1)
Video Case: MeetingsAmerica	169	(1)
Grammar/Mechanics Checkup	170	(1)
Grammar/Mechanics Challenge	171	(1)
Communication Workshop: Career Skills---Dr. Guffey's Guide to Business Etiquette and Workplace Manners	172	(2)
Persuasive Messages	174	(29)
Persuasive Requests	174	(7)
Sales Letters	181	(6)
Summing Up and Looking Forward	187	(16)
Critical Thinking	187	(1)
Chapter Review	188	(1)
Writing Improvement Exercises	189	(1)
Writing Improvement Cases	190	(3)
Activities and Cases	193	(5)
Video Case: World Gym Persuasive Request	198	(1)
Grammar/Mechanics Checkup	199	(1)
Grammar/Mechanics Challenge	200	(1)
Communication Workshop: Career Skills---Seven Steps to Resolving Workplace Conflicts	201	(2)
Negative Messages	203	(30)
Strategies for Breaking Bad News	203	(1)
Resolving Business Problems	204	(2)
Using the Indirect Pattern to Prepare the Reader	206	(3)
Refusing Requests	209	(3)
Refusing Claims	212	(2)
Announcing Bad News to Customers and Employees	214	(2)
When to Use the Direct Pattern	216	(1)
Ethics and the Indirect Strategy	216	(1)
Summing Up and Looking Forward	217	(16)
Critical Thinking	217	(1)
Chapter Review	217	(1)
Writing Improvement Exercises	218	(2)
Writing Improvement Cases	220	(3)
Activities and Cases	223	(6)
Video Case: DawnSign Press	229	(1)
Grammar/Mechanics Checkup	230	(1)
Grammar/Mechanics Challenge	231	(1)
Communication Workshop: Multicultural---Presenting Bad News in Other Cultures	232	(1)
Unit 4 Reporting Workplace Data	233	(74)
Informal Reports	234	(29)
Understanding Report Basics	235	(4)
Guidelines for Developing Informal Reports	239	(4)
Six Kinds of Informal Reports	243	(1)
Information Reports	244	(1)
Progress Reports	245	(1)
Justification/Recommendation Reports	245	(2)
Feasibility Reports	247	(2)
Minutes of Meetings	249	(2)
Summaries	251	(1)
Summing Up and Looking Forward	252	(11)
Critical Thinking	253	(1)
Chapter Review	253	(2)
Writing Improvement Exercises	255	(1)
Activities and Cases	255	(3)
Grammar/Mechanics Checkup	258	(1)
Grammar/Mechanics Challenge	259	(1)
Communication Workshop: Collaboration---Laying the Groundwork for Team Writing Projects	260	(3)
Proposals and Formal Reports	263	(44)
Informal Proposals	264	(3)
Formal Proposals	267	(1)
Preparing to Write Formal Reports	268	(1)
Researching Secondary Data	268	(3)
Generating Primary Data	271	(3)
Documenting Data	274	(1)
Organizing and Outlining Data	274	(3)
Illustrating Data	277	(6)
Presenting the Final Report	283	(11)
Summing Up and Looking Forward	294	(13)
Critical Thinking	295	(1)
Chapter Review	295	(1)
Activities and Cases	296	(7)
Video Case: Technology in Communication at Burke Marketing Research	303	(1)
Grammar/Mechanics Checkup	303	(1)
Grammar/Mechanics Challenge	303	(2)
Communication Workshop: Technology---Trash or Treasure: Assessing the Quality of Web Documents	305	(2)
Unit 5 Developing Speaking Skills	307	(56)
Communicating in Person, by Telephone, and in Meetings	308	(26)
Improving Face-to-Face Workplace Communication	309	(7)
Polishing Your Professional Telephone and Voice Mail Skills	316	(4)
Planning and Participating in Productive Business and Professional Meetings	320	(4)
Summing Up and Looking Forward	324	(10)
Critical Thinking	324	(1)
Chapter Review	325	(1)
Activities	326	(4)
Grammar/Mechanics Checkup	330	(1)
Grammar/Mechanics Challenge	330	(2)
Communication Workshop: Career Skills---How to Deal With Difficult People at Work	332	(2)
Making Oral Presentations	334	(29)
Getting Ready for an Oral Presentation	335	(2)
Organizing Content for a Powerful Impact	337	(4)
How the Best Speakers Build Audience Rapport	341	(2)
Planning Visual Aids, Handouts, and Electronic Presentations	343	(2)
Designing an Impressive Electronic Presentation	345	(6)
Polishing Your Delivery and Following Up	351	(3)
Adapting to International and Cross-Cultural Audiences	354	(1)
Summing Up and Looking Forward	355	(8)
Critical Thinking	355	(1)
Chapter Review	356	(1)
Activities	357	(3)
Video Case: Designing and Delivering Oral Presentations at Burke Marketing	360	(1)
Grammar/Mechanics Checkup	360	(1)
Grammar/Mechanics Challenge	361	(1)
Communication Workshop: Ethics---The Worst Deadly Sin in a Presentation	362	(1)
Unit 6 Communicating for Employment	363	(64)
The Job Search, Resumes, and Job Application Letters	364	(38)
Preparing for Employment	364	(6)
The Persuasive Resume	370	(18)
The Persuasive Job Application Letter	388	(5)
Summing Up and Looking Forward	393	(9)
Critical Thinking	394	(1)
Chapter Review	394	(2)
Activities and Cases	396	(2)
Grammar/Mechanics Checkup	398	(1)
Grammar/Mechanics Challenge	399	(1)
Communication Workshop: Career Skills---How to Use Traditional and Online Networking to Explore the Hidden Job Market	400	(2)
Employment Interviewing and Follow-Up Messages	402	(25)
Succeeding in Various Kinds of Employment Interviews	403	(1)
Investigating the Target	404	(1)
Preparing and Practicing	405	(1)
Sending Positive Nonverbal Messages	406	(1)
Fighting Fear	407	(1)
Answering Questions	408	(1)
All-Time Favorite Questions With Selected Answers	408	(4)
Closing the Interview	412	(1)
Follow-Up Letters and Other Employment Documents	413	(3)
Summing Up and Looking Forward	416	(11)
Critical Thinking	417	(1)
Chapter Review	417	(2)
Activities and Cases	419	(3)
Video Case: Interviewing in Business	422	(1)
Grammar/Mechanics Checkup	422	(2)
Grammar/Mechanics Challenge	424	(1)
Communication Workshop: Career Skills---Let's Talk Money: Negotiating a Salary	425	(2)
Appendix A Reference Guide to Document Formats	427	(13)
Appendix B Correction Symbols and Proofreading Marks	440	(3)
Appendix C Documentation Formats	443	(6)
Grammar/Mechanics Handbook	449	(49)
Key to Grammar/Mechanics Checkups	498	(3)
Notes	501	(4)
Index	505