CONTENTS IN BRIEF
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
Chapter 1: Communicating Successfully in an Organization
Chapter 2: Understanding Business Communication
Chapter 3: Communicating Interculturally
Chapter 4: Communicating Through Technology
PART 2 THEWRITINGPROCESS
Chapter 5: Planning Business Messages
Chapter 6: Composing Business Messages
Chapter 7: Revising Business Messages
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
Chapter 8: Writing Direct Requests
Chapter 9: Writing Routine, Good-News, and Goodwill Messages
Chapter 10: Writing Bad-News Messages
Chapter 11: Writing Persuasive Messages
PART 4 EMPLOYMENT MESSAGES
Chapter 12: Writmg Resumes and Application Letters
Chapter 13: Interviewing for Employment and Following Up
PART 5 REPORTS AND PROPOSALS
Chapter 14: Using Reports and Proposals as Business Tools
Chapter 15: Planning and Researching Reports and Proposals
Chapter 16: Developing Visual Aids
Chapter 17: Writing Reports and Proposals
Chapter 18: Completing Formal Reports and Proposals
PART 6 ORAL COMMUNICATION
Chapter 19: Listening, Interviewing, and Conducting Meetings
Chapter 20: Giving Speeches and Oral Presentations
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
Component Chapter A: Format and Layout of Business Documents
Component Chapter B: Documentation of Report Sources
Appendix 1: Fundamentals of Grammar and Usage
Appendix 11: Correction Symbols
References
Acknowledgments
OrganizationlCompany/Brand Index
Subject Index
Preface xix
PART 1 FOUNDATIONS OF BUSINESS COMMUNICATION
CHAPTER 1: Communicating Successfully in an Organization
DMMUNICATION CLOSE-UP AT DlSNEY
Communication Bwiness and You
The Intemal Communication Network
Formal Communication Channels Informal. Communication
Channels
The Extemal Communication Network
Formal Contacts with Outsiders Informal Contacts with
Outsiders
Characteristics ofEffectlye Organizational Communication
An Open Communication Climate A Commitment to Ethical
Communication An Understanding oflntercultural
Communication A Proficiency in Communication Technology
An Audience-Centered Approach to Communication
An Efficient Flow of Communication Messages
Summary
OMMUNICATION CHALLENGES AT DlSNEY
Critical Thinking Questions
Exercises
Sharpening Your Skills
Commvnication Skills-Eight Great Ways They Help Advance Your
Career
Focusing on Ethics
Ethical Boundaries: Where Would You Draw thc Line?
CHAPTER 2: Understanding Business Communication
PMMUNICATION CLOSE-UP AT M ETA M 0 R P HOS 1 S
STUDIOS
The Basic Forms of Communication
Nonverbal Communication Verbal Communication
The Process of Communication
Formulating a Message Overcoming Communication Barriers
How to Improve Communication
Create the Message Carefully Minimize Noise Facilitate
Feedback
Summary
OMMUNICATION CHALLENGBS AT M ETA MORPHOSIS
STUDIOS
Critical Thinking Questions
Documents forAnalysis
Exercises
Communicating Across Cultures
Actions Speak Louder Than Words AllAround the World
Sharpening Your Skills
Eight Keys to Achieving Total Quality and Customer Satisfaction
CHAPTER 3: Communicating Interculturally
OMMUNICATION CLOSE-UP AT PROCTER & GAMBLE
The Importance of Intercultural Business Communication
Communicating with Cultures Abroad Communicating with a
Culturally Diverse Work Force
The Basics of Intercultural Business Communication
Understanding Culture Recognizing Cultural Differences
Dealing with Language Barriers Dealing with Ethnocentric
Reactions
Tipsfor Communicating with Peoplefrom Other Cultures
Leammz.About a Culture Developing Intercultural Communication
Skills Negotiating Across Cultures Hnndling Written
Communication Handling Oral Communication
Summary
OMMUNICATION CHALLENGES AT PROCTER & GAMBLE
Critical Thinking Questions
Exercises
Communicanng Across Cultures
Test Your Intercultural Kwwledge
Communicating Across Cultures
Does an "English-Only" Policy Violate Employees' Rights?
CHAPTER 4: Communicating Through Technology
OMMUNICATION CLOSE-UP AT H EWLETT-PACKA R D
Technology in Contemporary Business Communication
Technology in Written Communication
Creating Printed Documents Creating Electronic Documents
Technology in Oral Communication
Individual Communication Group Communication
ffow Technology Is Changing Communication
Summary
OMWUNICATION CHALLENGES AT H EWLETT-PACKA R D
Critical Thinking Questions
Exercises
Keeping Pace with Technology
Techniques for Finding Articles Online
Sharpening Your Skills
Five Powerful Tools to Help You Create Quality Documents Quickly and
Easily
PART 2 THEWRITINGPROCESS
CHAPTER 5: Planning Business Messages
OMMUNICATION CLOSE-UP AT QENERAL MlLLS
Understanding the Composition Process
A Ten-Stage Process Collaboration Schedules
Examining the Composition Process
Stage 1: Defining Your Purpose
Why You Need a Clear Purpose Common Purposes ofBusiness
Messages How to Test Your Purpose
Stage 2: Analyzing YourAudience
Develop Your Andiences Profile Satisfy Your Audiences
Informational Needs Satisfy Your Audience's Motivational
Needs Satisjy Your Andience's Practical Needs
Stage 3: Establuhing the Main Idea
Use Prewriting Techniques Limit the Scope
Stage 4: Selecting the Appropriate Channel and Medium
Oral Communication Written Communication
Electronic Communication
Summary
OMMUNICATION CHALLENGES AT GENERAL MlLLS
Critical Thinking Questions
Exercises
Sharpening Your Skills
Overcoming Your Fear ofthe Blank Pag
Communicatmg Across Cultures
Understand Intercultural Audiences, and You'llBe Understood
CHAPTER 6: Composing Business Messages
OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH
GROUP
Stage 5: Organizing Your Message
What Good Organization Means Why Good Organization Is
Important How Good Organization Is Achieved
Stage 6: Formulating Your Message
Composing Your First Drafr Controlling Your Style and Tone
Shaping Your E-mail Message
Summary
OMMUNICATION CHALLENGES AT COMMUNITY HEALTH
GROUP
Documents for Analysis
Critical Thinking Question.
Exercises
Focusing on Etboics
The Tangled Web oflntemet Copyrights
Keeping Pace with Technology
E-mail Etiquette: Minding Your Manners Online
CHAPTER 7: Revising Business Messages
OMMUNICATION CLOSE-UP AT TURNER BROADCASTING
SYSTEM
Stage 7: Editing Your Message
Evaluating Your Content and Organization Reviewing Your Style
and Readability Assessing Your Word Choice
Critiquing Another's Writing
Stage 8: Rewriting Your Message
Create Effective Sentences Develop Coherent Paragraphs
Stage 9: Producing Your Message
Design Elements Design Decisions
Stage 10: Proofing Your Message
ProofYour Mechanics and Format Use Grammar and Spell
Checkers Wisely
Summary
OMMUNICATION CHALLENGES AT TURNER BROADCASTING
SYSTEM
Critical Thinking Questions
Documents for Analysis
Exercises
Communicating Across Cultures
More than Wordfor Word-The Importance ofAccurate Translation
Sharpening Your Skills
How to Proofread Like a Pro: Tipsfor Creating the Perfect Document
PART 3 LETTERS, MEMOS, AND OTHER BRIEF MESSAGES
CHAPTER 8: Writing Direct Requests
OMMUNICATION CLOSE-UP AT THE NATURE COMPANY
Intercultural Requests
Organizing Direct Requests
Direct Statement ofthe Request or Main Idea fustification,
Explanation, and Details Courteous C'lose with Requestfor Specific
Action
Placing Orders
Requesting Routine Information andAction
Requests to Company Insiders Requests to Other Businesses
Requests to Customers and Other Outsiders
Writing Direct Requestsfor Claims and Adjustments
Making Routine Credit Requests
Inquiring About People
Letters Requesting a. Recommendation Letter Checking on a
Reference
Summary
PMMUNICATION CHALLENGES AT THE NATURE
COMPANY
Critical Thinking Questions
Documents for Analysis
Cases
Communicating Across Cultures
How Direct Is Too Direct?
Sharpening Your Skills
How to Check References-and Avoid Legal Traps
CHAPTER 9: Writing Routine, Good-News, and Goodwill Messagei
OMMUNICATION CLOSE-UP AT STEINWAY & SONS
Organizing Positive Messages
Clear Statement ofthe Main Idea Vecessary Details
Courteous Close
Replying to Requestsfor Information andAction
When a Potential Sale Is Involved When No Potential Sale Is
Involved
Responding Favorably to Claims and Adjustment Requests
When the Company Is at Fault When the Buyer Is at Fault
When a Third Party Is at Fault
Approving Routine Credit Requests
Conveying Positive Information About People
Recommendation Letters Good News About Employment
Writing Directives and Instructions
Writing Bwiness Summaries
Conveying Good News About Products and Operations
Writing Goodwill Messages
Congratulations Messages ofAppreciation
Condolences
Summary
OMMUNICATION CHALLENGES AT STEINWAY & SONS
Critical Thinking Questions
Documents for Analysis
Cases
Keeping Pace with Technology
The Possibilities and Perils ofE-mail
Focwing on Ethics
Recommendation Letters: What's Right to Write?
CHAPTER 10: Writing Bad-News Messages
OMMUNICATION CLOSE-UP AT OLMEC TOYS
Organizing Bad-News Messages
Indirect Plan Direct Plan
Conveying Bad News About Orders
Communicating Negative Answers and Information
Providing Bad News About Products Denying Cooperation with
Routine Requests Declining Invitations and Requests for
Favors
Refwing Adjustment ofClaims and Complaints
Refwing to Extend Credit
Conveying Unfavorable News About People
Refiising to Write Recommendation Letters RejectingJob
Applications Giving Negative Perfonnance Reviews
Terminating Employment
Handling Bad News About Company Operations or Performance
Summary
OMMUNICATlON CHALLENGES AT OLMEC TOYS
Critical Thinking Questions
Documents for Analysis
Cases
Communtcattng Across Cultures
Good Ways to Send Bad News Around the World
Sharpening Your Skills
How to Take theSting Out ofCriticism and Foster Goodwill
CHAPTER 11: Writing Persuasive Messages
OMMUNICATION CLOSE-UP AT AT&T LANGUAGE LlNE
SERVICES
Planning Persnasive Messages
Ethical Persasion Audience Needs Writer
Credibility Semantics and Other Persuasive Tools
Emotion and Logic
Organizing Persuasive Messages
The Indirect Approach The Dlrect Approach
Preparing Persuasive Messages on theJob
Writing Persuasive Requestsfor Action
Writing Persuasive Claims and Reqnests for Adjustment
Writing Sales and Fund-raising Messages
Sales Letters Fund-raising Letters
Writing Collection Messages
Notification Reminder uiry Urgent
Notice Ultimatum
Summary
OMMUNICATION CHALLENGES AT AT&T LANGUAGE LlNE
SERVICES
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Does Some Direct Mail Contain Deliberately Deceptive Copy:
Keeping Pace with Technology
Writingfor the Web: Sales Messages in Cyberspace
PART 4 EMPLOYMENT MESSAGES 377
CHAPTER 12: Writing Resumes and Application Letters
OMMUNICATION CLOSE-UP AT MOBIL
ThinkingAbout Your Career
Analyzing What You Have to Offer Petermining What You
Want Seeking Employment Upportunities Building
Towarda Career
Writing Your Resume
Control the Format and Style Tailorthe Contents
Choosing the Best Organizational Plan Adapting Your Resume to
an Electronic Format Writing the Perfect Resume
WritingApplication Messages
Writing the Opening Paragraph Summarizing Your Key Selling
Points Writing the Closing Paragraph Writing the
Perfect Appucation Letter
Writing Other Types of Employment Messages
WritingJob-Inquiry Letters Filling Out Application Forms
WritingApplication Follow-Ups
Summary
OMMUNICATION CHALLENGES AT MOBIL
Critical Thinking Questions
Documentsfor Analysis
Cases
Keeping Pace with Technology
High- TechJob Hunting: The Secrets ofFinding Employment on the World Wide
Web
Focwing on Ethics
Waming: Deceptive Resumes Can Backfire
CHAPTER 13: Interviewing for Employment and Following Up
OMMUNICATION CLOSE-UP AT MlCROSOFT
Interviewing with Potential Employers
The Interview Process What Employers Look For
What Applicants Need to Find Out How to Preparefor aJob
Interview How to Be Interviewed
Following Up After the Interview
Thank-You I.etter Letter of Inquiry Request for a Time
Extension Letter ofAcceptance Letter Declining a Job
Offer Letter of Resignation
Summary
OMMUNICATION CHALLENGES AT MlCROSOFT
Critical Thinking Questions
Documents for Analysis
Cases
Focusing on Ethics
Handwriting Analysis: Should It Be Usedto Determine Your Employment
Potential?
Sharpening Your Skills
Sixteen Tough Interview Questions: What to Say When You're Stopped in Your
Tracks
PART 5 REPORTS AND PROPOSALS
CHAPTER 14: Using Reports and Proposals as Business Tools
OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS
What Makes a Good Business Report
How Companies Use Reports andProposals
Reportsfor Monitoring and Controlling Operations Reportsfor
Implementing Policies and Procedures Reportsfor Complying with
Govemment Regulations Proposalsfor Obtaining New Business or
Funding Reportsfor Documenting Client Work
Reportsfor Guiding Decisions
How Electronic Technology Affects Business Reports
Summary
OMMUNICATION CHALLENGES AT NARADA
PRODUCTIONS
Critical Thinking Question
Exercises
Focnsing on Ethics
Do You Make These Costly Mistakes When Writing Business Reports?
Keeping Pace with Technology
Gain the Competitive Edge with Online Reporting
CHAPTER 15: Planning and Researching Reports and Proposals
OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES
Five Steps in Planning Reports
Step 1: Defining the Problem and the Purpose
Asking the Right Questions Developing the Statement
ofPurpose
Step 2: Outlining Issnesfor Investigation
Developing a Logical Structure Preparing a Preliminary
Outline Following the Rules ofDivision
Step 3: Preparing the Work Plan
Step 4: Conducting the Research
Reviewing Secondary Sources Collecting Primary Data
Step 5: Analyzing and Interpreting Data
Calculating Statistics Drawing Conclusions
Developing Recommendations
Summary
OMMUNICATION CHALLENGES AT GOSH ENTERPRISES
Critical Thinking Questions
Exercises
Sharpening Your Skills
Seven Errors in Logic That Can Undermine Your Reports
Focusing on Ethics
How to Avoid Plagiarism
CHAPTER 16: Developing Visual Aids
OMMUNICATION CLOSE-UP AT EASTMAN KOOAK
COMPANY
Planning VisualAids
Why Bwiness Professionals Use Visual Aids The Process of
"Visualizing" Your Text
Designing VisualAids
Understanding the Art ofGraphic Design Selecting the Right
Visualfor theJob
Prodncing VisualAids
Creating Graphics with Computers Fitting VisualAids into the
Text Checking Over the VisualAids
Summary
OMMUNICATION CHALLENGES AT EASTMAN KODAK
COMPANY
Critical Thinking Questions
Documentsfor Analysis
Exercises
Keeping Pace with Technology
Creating Colorful VisualAids with Computers for Maximum Clarity and
Impact
Focusing on Ethics
VisualAids That Lie: The Use andAbuse ofCharts and Graphs
CHAPTER 17: Writing Reports and Proposals
OMMUNICATION CLOSE-UP AT THE SAN DlEGO WlLD
ANIMAL PARK 532
Organizing Reports and Proposals
Deciding on Fonnat and Length Selecting the Information to
Include Choosing Direct or Indirect Order Structuring
Ideas
Formulating Reports and Proposals
Choosing the Proper Degree ofFormality EstabUshing a Time
Perspective Helping Readers Find Their Way
Summary
OMMUNICATION CHALLENGES AT THE SAN DlEGO WlLD
ANIMAL PARK
Critical Thinking Questions
Exercises
Cases
Sharpening Your Skills
Be Careful-Your Computer Can Create Work!
Sharpening Your Skills
Writing Headings That Spark Reader Interest
CHAPTER 18: Completing Formal Reports and Proposals
OMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN
INSTITUTE
Report Prodttction
Components ofa Formal Report
Prefatory Parts Text ofthe Report Supplementary
Parts
Components ofa Formal Proposal
Prefatory Parts Text ofthe Proposal
Summary
OMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN
INSTITUTE
Critical Thinking Questions
Cases
Sharpening Your Skills
In-Depth Critique: Anafyzing a Formal Report
PART 6 ORAL COMMUNICATION
CHAPTER 19: Listening, Interviewing, and Conducting Meetings
OMMUNICATION CLOSE-UP AT 3 IVI
Communicating Orally
Speaking Listening
Handling Difficult Interpersonal Situations
Resolving Conflict Overcoming Resistance Handling
Negotiations
Conducting Interviews on theJob
Categorizing Interviews 637 Planning Interviews
Participating in Small Groups dnd Meetings
Understanding Group Dynamics Arranging the Meeting
Contributing to a Productive Meeting
Summary
OMMUNICATION CHALLENGES AT 3M
Critical Thinking Questions
Exercises
CommunicatingAcross Cultures
Crossing Cultures Without Crossing Signals: Your Listening Skills Can Bridge
the Gap
Keeping Pace with Technology
Electronic Meetings: Work Together-Wherever You Are-to Get the Results You
Want
CHAPTER 20: Giving Speeches and Oral Presentations
OMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT
Speaking and Presenting in a Business Environment
Preparing to Speak
Define Your Purpose Anafyze YourAudience PlanYour
Speech or Presentation
Developing Your Speech or Presentation
The Introduction The Body The Close
The Question-and-Answer Period The VisualAids
Mastering the Art ofDelivery
Getting Ready to Give Your Presentation Delivering the
Speech Handling Questions
Summary
OMMUNICATION CHALLENGES AT PHOENIX
MANAGEMENT
Critical Thinking Questions
Exercises
Sharpening Your Skills
Tired of Being Ignored? Five Ways Guaranteedto GetAttention and
Keeplt
Keeping Pace with Technology
YourAudience Will Get the Picture: Presentation Software Can Create Lively
Business Speeches
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION
COMPONENT CHAPTER A: Format and Layout ofBusiness Documents
First Impressions
Paper Customization Appearance
Letters
Standard Letter Parts Additional Letter Parts Letter
Formats
Envelopes
Addressing the Envelope Folding to Fit
Intemational Mail
Memos
E-mail
Header Body
Time-Saving Messages
Reports
Margms Headings Spacing and Indentations
Page Numbers
Meeting Documents
COMPONENT CHAPTER B: Documentation of Report Sources
Finding Sources
Libraries Comtuterized Databases
Using Source Information
Recording Information
Understanding Copyright and Fair Use
Preparing Reference Lists
Reference List Construction
Manuals ofStyle
Reference List Entries
Choosing a Method ofln- Text Citation
Author-Date System Key-Number System
System Source Note Format
APPENDIX I: Fundamentals of Grammar and Usage
Grammar
Nouns Pronouns
Adjectives Adverbs
Speech Sentences
Punctuation
Periods Question Marks
Exclamation Points Semicolons
Colons Commas
Hyphens Apostrophes
Marks Parentheses
Underscores and Italics
Mechanics
Capitals Abbreviations
Word Division
Vocabulary
Frequently Confused Words
Frequently Misspelled Words
Words andPhrases
APPENDIX II: Correction Symbols
Content and Style
Grammar, Usage, andMechanics
Proofreading Marks
References
Acknowledgements
Organization/Company/Brand Index
Subject Index
Superscript
Verbs
Other Parts of
Dashes
Ellipses
Quotation
Numbers
Frequently Misused Words
Transitional
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